We really hope you love your broadband service with us and never want to cancel! If it's something we've done (or not done), then please let us know so that we can do better next time by calling us on 0800 107 8888 or dropping us an e-mail at firstname.lastname@example.org.
Are you in your cooling-off period?
The cooling off period commences the day after you placed your order, and lasts 14 days. Check our cooling off period page for further details.
Letting us know
If you really have to cancel then please complete the form here. We will reply to you to acknowledge your request and give you any additional information about ceasing our service to you, including returning your equipment for reuse/ recycling as well as any early termination charge that may apply.
Ending your contract early
We incur charges to activate your broadband and we have to pay for the wireless router we provide you.
We're able to keep our upfront costs low, as we spread our set up costs over the minimum contract period.
There are also minimum contracts that we enter into with our providers where we can't end the contract early without a penalty on ourselves.
This does unfortunately mean that if you cancel during this minimum contract period, you must still pay for the remainder of the initial contract term - this is the Early Termination Charge (ETC). We understand that things happen and circumstances change, to help you with this we keep our contracts as short as possible.
Cancellation after the minimum service period
We require just 30 days notice of cancellation which falls after your minimum contract period.
We will request collection of the router and/or other equipment we have provided to you (as we own this), but we'll pay for the return postage.
If you don't allow us to return the equipment, or the equipment is not in a good re-usable condition, then we may charge you a fee.