How to cancel my broadband

If you’re unhappy with the price or service of your current broadband provider, then it may be worth considering your options.

While leaving your broadband contract early might come with a hefty exit fee, there are circumstances you can walk away without paying a penny.

In other instances, you may wish to cancel your broadband if you’re moving home.

We explain all you need to know about cancelling your broadband below.

Plus, if you’re in the market for a new contract make sure to read our piece on the best broadband deals.

How do I cancel my broadband contract?

Last year, Ofcom, the UK’s communications regulator, introduced its “One touch switch” process.

The introduction of the system is important for consumers, because it is supposed to make moving to a new broadband provider easier.

This means if you’re looking to cancel your contract all you need to do is apply for a new deal with your new provider.

Major broadband providers like Sky, Virgin Media, and EE now use this process.

Then, both your new and old provider will get in touch with further information on the switch – including timeframes and costs.

In instances where you’re looking to move to another package with your same provider or stop using broadband altogether – then get in touch with your provider to evaluate your options.

Can I cancel my broadband contract early?

The short answer is yes, but early cancellation often comes with penalties, depending on the terms and conditions of your contract.

Penalties vary according to the provider, but it usually involves paying off the remaining value of your contract.

EE is one provider who structures its broadband exit charges this way, but it also provides a small discount for receiving your final payments in one lump sum rather than through staggered payments.

Broadband contracts can be as short as nine months but as long as two years, so cancelling early on in your contract can turn out to be expensive.

Your rights for cancelling your broadband contract

There are certain situations where you can avoid paying an exit fee entirely:

• Cooling-Off Period – When you first sign up for a broadband contract, you enter a “cooling-off period”. During this time, you can cancel your contract without incurring an exit fee if you change your mind. This period lasts 14 days for broadband services, starting the day after your contract begins.
• Unjustified Price Increases – If your broadband price increases significantly above the annual rate of inflation and your contract doesn’t outline such price hikes, you may be entitled to cancel without penalty. Citizens Advice highlights that you cannot cancel penalty-free if you were informed of a price increase when you signed up. So if you signed up to a contract that offers a discounted, introductory rate you have no grounds to leave penalty free when this expires.
• Slow Service – If your provider has promised ultra-fast speeds but consistently fails to deliver, you may be able to switch to a new provider without penalty. Start by contacting your broadband provider to give them an opportunity to resolve the issue. If the problem persists after a reasonable period, typically one month, you’ll be entitled to leave your contract penalty-free. In a separate article, we’ve explained what broadband speeds you need

Can I cancel my broadband if I’m moving house?

If you’re moving house, the first step is to see if your provider offers their services in your area and if you can move your current contract to a new address.

This isn’t always a certainty, even the biggest broadband providers don’t cover every part of the UK, so you may encounter difficulties if you’re moving to a rural area.  

If your provider does offer the same services in your new area, then you should be able to transfer your account across for a fee.

If the service is available but only at a reduced capacity – for example, if you were on full fibre but your new location only supports cable – you may need to downgrade your package.

Admittedly, these instances are becoming rarer in the UK.

If you’re moving to an area that your current provider doesn’t cover, then you may need to pay the exit fee.

Some providers, like Virgin Media, will refund your fee if you’re moving within the UK but outside of its network area.