Cancel Post Office Broadband the easy way

Service overview

Post Office Broadband was the broadband retail brand provided by Post Office Limited. New sign-ups closed in 2021 and the customer base has since migrated to other providers, including TalkTalk and Shell Energy Broadband. The brand offered simple ADSL and FTTC fibre plans historically.

Who ran it

Post Office Broadband was offered by Post Office Limited. Operational information is part of the Post Office group corporate reporting. For company information see Post Office company information.

Typical historical plans	Standard Broadband £20.90, Fibre 38 Mbps £26.90, Unlimited Fibre 67 Mbps £32.90
Trustpilot rating	2.4/5 from research
Customer issues	Reported faults, slow speeds versus full fibre rivals, complaint volumes above industry average according to Ofcom-referenced reporting

Web - online form

1. Visit the Post Office Broadband customer help or cancellation section on the Post Office site. For billing and payments see Post Office bill payments.
2. Locate and complete the cancellation form. Provide account details and a contact email or phone.
3. Submit and keep a screenshot of the confirmation or any reference number.
4. If you do not receive an email within 24 to 48 hours, call 0330-094-5801 to confirm.

Phone

1. Call 0330-094-5801 - hours weekdays 08:00 to 20:00, weekends 09:00 to 16:00.
2. Ask to Cancel the broadband service and request the reason code to be recorded.
3. Request a cancellation reference number and the likely billing end date.
4. Follow up in writing if you need a paper record.

Post (registered letter)

1. Write a signed letter including account name, address, account number and the instruction: "Cancel my broadband service effective immediately".
2. Send by Royal Mail Registered or Recorded Delivery to: Post Office Broadband, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the postal receipt as proof of sending and the delivery signature as proof of receipt.

Email / certified email

1. If you have a certified email channel for correspondence, send a signed cancellation email with account details and desired termination date.
2. Keep the certified email delivery receipt as proof.
3. Follow up by phone if you do not receive confirmation within 7 calendar days.

Moving house - what to provide

If you move address you can cancel if the service cannot be provided at the new property. Provide proof such as a signed tenancy agreement or completed conveyancing documents that show the date of the move and the new address. The applicable law is the Consumer Rights Act 2015 for performance of services to a reasonable standard; if the service cannot be provided at the new address the contract cannot be performed.

Price increase

If Post Office Broadband applies a price increase mid-contract you may have a legal right to end the contract if the change is a significant variation. Provide the price notification from the provider and your written notice of termination. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 support consumer rights around contract changes and information, and the Competition and Markets Authority monitors unfair auto-renewal and unclear terms.

Death of the account holder

If the account holder has died, the contract can be ended by the executor or next of kin. Provide a copy of the death certificate and proof of authority or identity. Contact customer support by phone and follow up with a signed letter enclosing documents by recorded post.

Legitimate ground - faults or poor performance

The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. If persistent faults or drop-outs occur and Post Office Broadband cannot fix them within a reasonable time you can ask to terminate for breach. Provide fault logs, dates, and evidence of contact with support. If the provider cannot repair within a reasonable time you may be entitled to a remedy including termination without penalty.

End of minimum commitment

If your minimum term has ended you may cancel without an early termination fee. Provide the contract start date and request confirmation that the contract is not being auto-renewed. If Post Office Broadband applies an automatic renewal, you may escalate to the CMA if terms are unclear.

Cooling-off period (14 day right to cancel)

Under the Consumer Contracts Regulations 2013 you have 14 calendar days from the day after you enter the contract to cancel for a full refund. If you asked for services to begin within those 14 days, Post Office Broadband can charge for the services supplied up to cancellation. Request a refund in writing and expect a refund within 14 days of notice, per Citizens Advice guidance: Citizens Advice - cancelling a service.

Before you cancel: how to negotiate

Post Office Broadband historically did not have widely published retention packages in the research. Customers seeking to keep service should call 0330-094-5801, state the reason for leaving, and request a retention offer or price match. If you are in your minimum term, ask for a discount or improved speed tier. If the agent refuses, request written confirmation of the refusal to support switching offers from new providers.

What cancelling saves - exact math

Use the historic Post Office Broadband tariffs for yearly calculations:

Standard Broadband: £20.90 x 12 = £250.80 per year.

Fibre 38 Mbps: £26.90 x 12 = £322.80 per year.

Unlimited Fibre 67 Mbps: £32.90 x 12 = £394.80 per year.

Cheapest competitor from the research: Plusnet at £24.00 per month. Plusnet yearly cost: £24.00 x 12 = £288.00 per year.

Example saving if you switch from Fibre 38 Mbps at £26.90 to Plusnet £24.00: £322.80 - £288.00 = £34.80 per year.

Example saving if you switch from Unlimited Fibre £32.90 to Plusnet £24.00: £394.80 - £288.00 = £106.80 per year.

Key consumer laws

The main laws that protect UK consumers cancelling a broadband contract are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Consumer Contracts Regulations provide a 14 calendar day cooling-off right for contracts concluded online or off-premises. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill.

How to escalate a disputed cancellation

If you cannot resolve a cancellation with Post Office Broadband, first complain to the trader in writing. If unresolved, contact Citizens Advice for guidance and escalate to the Communications Ombudsman where applicable. For unclear auto-renewal or hard-to-cancel subscription issues you may reference the Competition and Markets Authority guidance. For payment disputes, consider Section 75 or chargeback through your card issuer if the payment qualifies.

Access and equipment

Collect any router or equipment return instructions from Post Office Broadband. If you rented a router you may need to return it to avoid recovery fees. If the provider requires equipment return and you do not have instructions, keep proof you tried to return by recorded post.

Final billing and refunds

If you cancelled during the 14 day cooling-off period you are entitled to a full refund; expect it within 14 days of cancellation according to Which? guidance: Which? on cooling-off. If services were provided during the cooling-off period, the provider may deduct the cost of services supplied up to cancellation. If you were charged an early termination fee and you believe it is disproportionate, challenge it in writing citing the Consumer Rights Act 2015.

Re-activation and switching

If you switch provider, the new supplier may handle the transfer. Vodafone advertises credit for early termination fees up to £200 which can reduce switching cost. Confirm the switch date to avoid double billing.

Use this checklist to confirm cancellation and protect your rights.

• Find your account details and contract start date.
• Decide cancellation method (online form, phone 0330-094-5801, or registered post to Crown Way address).
• If within 14 days of contract date, notify Post Office Broadband in writing and request a full refund.
• Keep records: screenshots, email confirmations, call reference numbers and postal receipts.
• Return any rented equipment by recorded delivery and keep the receipt.
• Check your final bill and demand a refund within 14 days if you cancelled during the cooling-off period.
• If dispute remains, contact Citizens Advice: Citizens Advice - cancelling a service.