Can I cancel my broadband contract early?

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Can you cancel your broadband contract early?

The simple answer is yes.

Be aware that most providers enforce a minimum contract length and therefore there may be an early cancellation fee.

The cancellation fees vary among broadband providers.

You will be pleased to know that there are some scenarios were these cancellation fees can be avoided.

Cancelling my broadband contract without paying cancellation fees

There are four scenarios where you can cancel your broadband without incurring a cancellation or additional charges.

Cancelling within the 14 day cooling off period

If you are a new customer and are still within your 14 day cooling-off period, you will not incur any cancellation charges.

The cooling-off period is to allow you to change your mind for whatever reason.

My minimum contract period has ended

If you have been with your broadband provider for the full duration of your contract then you are free to leave when you wish.

Make sure you check what the price will be after the end of the contract as it is likely to increase so you’d better start searching for a new deal sharpish.

My broadband provider is increasing its prices

Your broadband provider must give you at least 30 days written notice (in accordance with Ofcom rules) if they are planning to increase their prices.

During this period, you have the right to cancel your broadband without any fees providing that:

a) You entered into a fix term contract with them after 23rd January 2014 and
b) The increase is above the rate of inflation

The is applicable to all broadband providers and is not voluntary. Contact your broadband provider and state the price increase as the reason you wish to cancel.

You can register a complaint with Ofcom if you have issues with your provider.

There is a catch though. You cannot avoid cancellation fees if price increases were written into your contract.

If you do not have a copy of your contract, contact your provider to cancel anyway and no doubt, they will be quick to inform you if this is the case.

I’m not getting the broadband speed I signed up for

A slow broadband connection may be grounds to cancel your contract without cancellation fees.

New Ofcom regulations put in place in March 2019 have made it simpler to cancel your broadband contract.

The regulation is known as Ofcom’s Voluntary Code of Practice on Broadband Speeds and states:

  • When you purchase broadband, you should receive accurate information on the expected speed of your broadband.
  • The advertised average speed should be during the busiest times of the day i.e. between 8-10pm for home users and between 12-2pm for business services. The average speed must be a speed that at 50% of their customers receive.
  • Your broadband provider must list a minimum speed and you should have the right to cancel if your speed consistently falls below this speed.

Customers who are suffering from consistently slow, unstable or underperforming broadband can cancel without fees.

The Ofcom regulation states that if you do not receive the advertised speed you must contact your provider and allow 30 days for your provider to resolve the issue(s).

If the issue is not resolved in 30 days, they must allow you to terminate your contract with any penalties or fees.

At the time of writing, the following providers are bound by this code of Practice:  BT, Sky, Virgin Media, KC, EE, Plusnet, Talk Talk, Vodafone and Zen Internet.

Other possible ways to leave your broadband provider without early exit fees

  • Moving to a new area where you can’t get their service
    Some Broadband providers may allow you to leave your contract early if you are moving to an area that does not have their services available. This will be at their discretion. In some cases, the new area may have their broadband service available but at a slow speed. There may be early exit fees if you chose not to take up their service in the new area
  • Following a complaint
    Your broadband provider may allow you to terminate your contract early without fees, following a complaint. You must make it clear to them that this is what you would like to do.

I’m being charged for cancelling by broadband

If you are not cancelling in any of the reasons mentioned in the above sections then you will be charged some form of cancellation or early exit fees.

At a minimum, you will have to pay for the remaining months left on your contract.

Some providers may also charge you for their hardware or expect you to return it to avoid additional charges.

Switching my broadband

If you are switching between two Openreach providers (Broadband where a BT line is required) all you need to do is order a new package.

The new broadband provider will take handle setting up, switching and cancellation of your existing broadband.

Openreach providers include Sky, BT, EE, TalkTalk, NOWTV, Plusnet, Vodafone, Onstream, Origin, Post Office, Shell Energy and SSE.

If you are moving to a non-openreach provider such as VirginMedia, Zen Kingston in Hull and Hyperoptic broadband, you will need to contact your existing provider to cancel the service.

How to cancel my broadband

The guide below, provide brief information on how to cancel your broadband package.

We have also provided a citation from the respective broadband providers’ terms and conditions.

You will find a link to the broadband providers cancellation page and contact details.

How to Cancel BT Broadband

How to cancel BT Broadband at the end of my contract

Cancelling your BT Broadband at the end of your contract is free.

You can either contact BT to cancel or if you are switching to another provider that uses the Openreach network, they will handle the cancellation and switch for you.

If you are moving to a non-Openreach broadband provider such as VirginMedia, you will need to contact BT to cancel.

Cancelling my BT contract early

If you are still in contract, BT will charge you for the remaining months.

BT’s Early Termination clause in the BT Terms and conditions states:
If you decide to stop receiving a service within this minimum contract period, you’ll normally have to pay an Early Termination Charge.

The charge is the compensation you pay us for not keeping the service for the minimum period you agreed to when you took the service. Because it’s a compensation payment,it is not subject to VAT.

BT cancellations contact details

How to Cancel Direct Save Broadband

How to cancel Direct Save Broadband at the end of my contract

You can cancel your Direct Save broadband for free but you must give then 28days notice. Failure to provide 28 days notice will result in an administration fee of £19.50.

Cancelling my Direct Save Broadband contract early

If you are cancelling early, Direct Save will charge you for the remaining months and additional one-off and administration charges.

Their code of practice states:
Customers on contract packages leaving before their Minimum Period will incur a termination charge as detailed in our T&Cs

Direct Save contact details

  • Direct Save cancellation contact details can be found on their code of practice page.
How to Cancel EE Broadband

How to cancel EE Broadband at the end of my contract

There are no fees when you cancel your EE Broadband at the end of your contract.

EE Broadband uses the Openreach network. If you are switching your broadband to another provider also on the Openreach network, they will handle the switch and cancellation for you.

Cancelling my EE Broadband contract early

EE will charge you an early cancellation fee if you cancel early. The fee will be on your final bill from them.

Information relating to how the early cancellation fee is calculated out can be found in the ‘Early Cancellation Charges’ section of this EE Guide.

EE cancellation and contact details

How to Cancel John Lewis Broadband

How to cancel John Lewis Broadband at the end of my contract

John Lewis charges a standard disconnection fee of £25.

John Lewis uses the Openreach network. If you switch to another Openreach Broadband provider they will handle the switch and cancellation for you.

Cancelling my John Lewis Broadband contract early

In addition to the standard disconnection fee of £25, John Lewis will charge you an early cancellation fee.

John Lewis Price Terms state:
The table below sets out the monthly early termination charges that will apply for customers choosing to end their fibre broadband or broadband service within the 12 month minimum term.

Any part of a month in your remaining minimum term will be charged daily on a pro-rata basis”

John Lewis Broadband service Monthly early termination charge
Unlimited £4.15
Fibre £10.85
Fibre Extra £12.18
Table 1.7

Source for further reference: John Lewis Price Terms

John Lewis cancellation and contact details

How to Cancel NOWTV Broadband

How to cancel NOWTV Broadband at the end of my contract

There are no fees when you cancel your EE Broadband at the end of your contract.

NOWTV Broadband uses the Openreach network. If you are switching your broadband to another provider also on the Openreach network, they will handle the switch and cancellation for you.

Cancelling my NOWTV Broadband contract early

NOWTV State on the following on their broadband cancellation pages:
If you cancel your broadband and calls before the end of the 12 month period, you might have to pay an early termination charge. We’ll contact you to let you know if a charge is due, and how much it is.

NOWTV Early cancellation fees can be found here

NOWTV cancellation and contact details

How to Cancel Onestream Broadband

How to cancel Onestream Broadband at the end of my contract

Cancelling your Onestream broadband at the end of the contract is free.

Onestream uses the Openreach network (BT phoneline) therefore if you switch to another Openreach provider, they will handle the cancellation and switch of your broadband.

Cancelling my Onestream Broadband contract early

Onestream terms and conditions state:
An early termination charge may apply to you when you cancel your agreement with us during the 12, 18 or 24-month minimum term (Whichever applicable)

Your early termination charge will be calculated based on the products and services we are supplying to you and how many months remain

Refer to the ‘Early Termination’ section in the Onestream price guide to find out their associated fees.

Onestream cancellation and contact details

Contact details can also be in the Onestream terms and conditions document

How to Cancel Origin Broadband

How to cancel Origin Broadband at the end of my contract

If you are out of contract, cancelling your Origin Broadband is free.

Origin broadband terms state:
Once your contract is at the end of any minimum-term period, you’ll automatically move onto a monthly recurring bill at a different rate.

If you don’t want to move onto a recurring monthly plan, please give us 30 days’ notice that you would like to either renew your contract on a new deal, or that you would like to cancel your Origin Broadband service.

Origin uses the Openreach network (BT phoneline) therefore if you switch to another Openreach provider, they will handle the cancellation and broadband switch.

Cancelling my Origin Broadband contract early

Origin Broadband state:
When you signed up for our services you agreed to a minimum term (12, 18 or 24 months usually) and you are required to continue services for the minimum period.

If you decide voluntarily not to continue services until the end of your minimum period you will continue to be liable for monthly Usage Charges until the end of the minimum period

There are some circumstances where they will waive their fees.

Check out the ‘When your service is cancelled or terminated‘ section of the Origin broadband terms and conditions

Origin broadband cancellation and contact details

Contact details can be found in the ‘How to contact Origin Broadband‘ section of the Origin broadband code of practice

How to Cancel Plusnet Broadband

How to cancel Plusnet Broadband at the end of my contract

Cancelling your Plusnet broadband at the end of your contract is free.

Plusnet uses the Openreach network (BT phoneline).  If you switch to another Openreach provider, they will handle the switch and cancellation of your Plusnet broadband.

Cancelling my Plusnet Broadband contract early

Plusnet will charge you an early cancellation fee if you cancel early.

The table in their Broadband and phone early termination charges details the charges that will be applicable.

Plusnet broadband cancellation and contact details

How to Cancel Post Office Broadband

How to cancel my Post Office Broadband at the end of my contract

Cancelling your Post Office broadband at the end of your contract is free.

Post Office Broadband uses the TalkTalk network which in turn uses the Openreach network (BT phone line).  If you switch to another Openreach provider, they will handle the switch and cancellation.

Cancelling my Post Office Broadband contract early

Post Office terms and conditions state:
When you sign up for Post Office Broadband or Home Phone you agree to have that service for a minimum contract term. If you decide to cancel your service with us before that minimum term ends, you may have to pay an early termination charge.

This charge varies depending on the promotional offer you took up when you joined and the number of months you have left on your contract. Further details can be found in our Price List.”

Post Office cancellation and contact details

How to Cancel Shell Energy Broadband

How to cancel Shell Energy Broadband at the end of my contract

There is a £15 cease charge to cancel your Shell Energy broadband at the end of your contract.

Shell Energy uses the Openreach network (BT phone line) therefore if you switch to another Openreach provider, they will handle the cancellation and broadband switch.

Cancelling my Shell Energy Broadband contract early

Shell Energy state:
If you are still within your minimum term, early termination charges may apply. There is also a cease charge that will apply. You can see the details of these on our price list

Shell Energy cancellation and contact details

How to Cancel SSE Broadband

How to cancel SSE Broadband at the end of my contract

Cancelling your SSE broadband at the end of your contract is free.

SSE Broadband uses the TalkTalk network which in turn uses the Openreach network (BT phone line).  If you switch to another Openreach provider, they will handle the cancellation and broadband switch.

Cancelling my SEE Broadband contract early

SSE requires at least 28days notice if you wish to cancel your contract early.

They state:
There may be early termination charges if you leave us before the end of a fixed-term contract. If you joined in the last 12 months, we’ll arrange for the return of your router (if applicable).

SEE cancellation and contact details

SSE Broadband cancellation process and contact details can be found here

How to Cancel SKY Broadband

How to cancel SKY Broadband at the end of my contract

If you are out of contract,  it is free to cancel your SKY broadband.

SKY uses the Openreach network (BT phone line).  If you switch to another Openreach provider, they will handle the switch and cancellation for you.

Cancelling my SKY Broadband contract early

Sky will charge you an early termination fee if you cancel early.

Details of the charges can be found in their ‘Early termination charges table‘ pdf document which can be download from their Charges for ending your SKY contract page.

SKY cancellation and contact details

How to Cancel TalkTalk Broadband

How to cancel TalkTalk Broadband at the end of my contract

Cancelling TalkTalk Broadband at the end of your contract is free.

TalkTalk uses the Openreach network (BT phoneline) therefore if you switch to another Openreach provider, they will handle the cancellation and switch.

Cancelling my TalkTalk Broadband contract early

TalkTalk states:
If you decide to cancel your service with us before that minimum term ends, you may have to pay an early termination charge.

This charge varies depending on your TalkTalk service and the number of months you have left on your contract. 

The ‘Early termination charges’ section of the TalkTalk cancelling your service page details the associated charges.

TalkTalk cancellation and contact details

How to Cancel VirginMedia Broadband

How to cancel VirginMedia Broadband at the end of my contract

Cancelling your VirginMedia Broadband is Free. Contact details can be found here

Cancelling your VirginMedia Broadband contract early

VirginMedia terms and conditions states:
If you decide to end part or all of your services with Virgin Media during a minimum period, we may charge you an Early Disconnection Fee.

The Early Disconnection Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period and will be less any costs we save, including the cost of no longer providing you with the services

VirginMedia early disconnection Fees vary and depend on the services that you have, how much you pay for those services and how much of your minimum period remains for each service.

For more information and guidance on how to calculate the early disconnection fee visit the VirginMedia Early disconnection terms and conditions page.

VirginMedia cancellation and contact details

How to Cancel Vodafone Broadband

How to cancel Vodafone Broadband at the end of my contract

Cancelling your Vodafone broadband at the end of your contract is free.

Vodafone Broadband uses the Openreach network (BT phone line).  If you switch to another Openreach provider, they will handle the cancellation and broadband switch.

Cancelling my Vodafone Broadband contract early

Vodafone terms and conditions state:
An Early Termination Fee may apply to you when you cancel your Vodafone Home Broadband and Phone Agreement (broadband and home phone) during your Minimum Period.

Your Early Termination Fee will be calculated based on what Vodafone Home Broadband and Phone Price Plan you have agreed to with us and how many months you have left in your Minimum Period

More information can be found in the ‘Termination Fees‘ section of  Vodafone Price Guide

Vodafone cancellation and contact details

 

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