How to cancel Now Broadband in canada and protect your rights

Why customers cancel Now Broadband

You might be cancelling because you found faster speeds elsewhere, your contract price jumped unexpectedly, the service isn't meeting your needs, or you've switched providers entirely. Whatever your reason, you deserve a hassle-free exit and you have more consumer protections than Now Broadband may initially tell you. This guide walks you through your cancellation step by step, grounded in Canadian consumer law, not UK rules that don't apply here.

The most common cancellation reasons

Speed and reliability failures rank highest: customers report inconsistent upload speeds, frequent disconnections, or advertised speeds that don't materialise in practice. Price increases mid-contract are another major trigger. Many Canadian customers also cancel because they've switched to a local provider offering better coverage or customer service. Yafee research shows that customers who understand their legal position before contacting Now Broadband experience faster, cleaner cancellations.

What makes Now Broadband different for canadian customers

Now Broadband is a UK-registered company selling broadband services to Canadians. This matters because Canada's consumer protection laws-not UK law-govern your rights. Your province's Consumer Protection Act is your strongest legal lever if disputes arise. Federal telecommunications rules also apply. Many customers mistakenly assume they have UK cooling-off rights here; they don't. Instead, your actual protections flow from Canadian statutes, and Yafee ensures you understand exactly what those protections are before you act.

Your consumer rights when cancelling Now Broadband

Canadian law grants you protections that often exceed what Now Broadband volunteers in their cancellation guidance.

Cooling-off and rescission rights under provincial law

If you purchased your Now Broadband service by distance (online, phone, or mail), most Canadian provinces grant you a statutory cooling-off period-usually 7 to 14 days from purchase or delivery of the contract. This right exists under your provincial Consumer Protection Act, not through Now Broadband's goodwill. Ontario grants a 7-day cooling-off period for distance purchases; British Columbia allows 14 days; Quebec has its own distinct rules. You can rescind (cancel) the contract within this window and recover any money you have paid, even if the service was working perfectly. Your legal position here is strong: rescission is your statutory right, and no cancellation fee applies during this period.

Contact your provincial consumer authority to confirm the exact timeline for your location. Yafee tracks these rules province by province, so verify your specific deadline before contacting Now Broadband.

Price increase and mid-contract changes

If Now Broadband raises your monthly price mid-contract without your written consent, Canadian consumer law typically grants you a 30-day window to cancel without early termination fees. You do not have to accept a price hike simply because Now Broadband announced one. Document the price increase (screenshot or email confirmation) and cite this right when you cancel. This protection is rooted in the principle that material changes to contract terms require fresh consent from both parties.

Your legal position: A unilateral price increase that you didn't agree to in writing gives you grounds to exit without penalty. Keep all communications from Now Broadband about price changes; these become your evidence if the company disputes your cancellation.

Service failure and speed guarantees

If Now Broadband promised minimum download or upload speeds and consistently fails to deliver them-and cannot fix the problem after a reasonable chance to do so-you have the right to cancel without early termination fees. This is a consumer protection rooted in contract law: Now Broadband cannot charge you for a service it isn't providing as advertised. Yafee advises keeping a log of speed test results (dated, timestamped) if you suspect underperformance. Run tests at different times of day and capture screenshots showing the contracted speed versus actual speed.

Unfair contract terms

Canadian consumer law voids unfair, one-sided, or deceptive contract terms. If Now Broadband's cancellation fees seem unreasonable relative to their actual loss, or if their cancellation process is deliberately obscured or complicated, you may challenge those terms. Consumer protection authorities in your province can intervene if Now Broadband's standard clauses breach the Consumer Protection Act. This is your backstop: if Now Broadband resists a valid cancellation claim, you have a regulator to escalate to.

Methods to cancel Now Broadband

Now Broadband recommends sending a cancellation letter by recorded delivery, but Canadian law also permits other formal methods.

Recorded delivery letter (Now broadband's preferred method)

Send a signed letter by recorded delivery (sometimes called registered mail with return receipt) to Now Broadband's Canadian address (or their UK address if they have no Canadian office). This method creates a dated, verifiable record of your cancellation request and is the method Yafee most often recommends for accountability. Include your full customer account number, name, address, phone number, email, and a clear statement of your wish to cancel, including your desired cancellation date.

Email or online contact form

Contact Now Broadband via email or their online support portal, but follow up with a recorded delivery letter. Email alone is weaker evidence because the company can claim non-receipt or delay. Nevertheless, email is faster for initiating the process and creates an initial paper trail.

Telephone cancellation

Call Now Broadband's customer service line and request cancellation. Request written confirmation by email immediately after the call. Telephone-only cancellations are problematic because there is no independent record of the conversation. Always get written confirmation in writing, even if cancellation is initially processed by phone.

Step-by-step cancellation procedure

Follow this procedure to cancel cleanly and protect yourself legally.

Step 1: gather your account and legal information

1. Locate your Now Broadband customer account number (on your bill or in your online portal).
2. Write down your full name, address, phone number, and email.
3. Note the date you wish cancellation to take effect (check your contract for notice periods; usually 30 days).
4. If you are cancelling due to price increase, service failure, or another breach by Now Broadband, collect evidence: screenshots of price changes, speed test results, or emails documenting the issue.
5. Check your provincial Consumer Protection Act or contact your provincial consumer authority to confirm your statutory rights and any notice periods that apply.

Step 2: compose your cancellation letter

1. Use plain, formal language. Address the letter to "Customer Service, Now Broadband".
2. State your account number, full name, and service address at the top.
3. Write a single, clear sentence: "I hereby give notice of my intention to cancel my Now Broadband service [account number] effective [date-usually 30 days from today]."
4. If you are cancelling due to price increase, service failure, or another breach, add one sentence: "I am cancelling due to [reason: e.g., 'a price increase to which I did not consent']. I claim exemption from early termination fees under [relevant provincial Consumer Protection Act or federal law]."
5. Sign and date the letter.
6. Keep a copy for your records.

Step 3: send by recorded delivery

1. Visit Canada Post or your local postal outlet.
2. Request "Registered Mail with Return Receipt" or equivalent recorded delivery service.
3. Provide the address for Now Broadband. If they have a Canadian customer service address, use that. Otherwise, send to their UK office.
4. Request a tracking number and return receipt card.
5. Keep the tracking number, receipt, and return card in a safe place. These are your proof of delivery.

Step 4: follow up in writing within 2 business days

1. Send a brief email to Now Broadband's customer service confirming that you have posted a cancellation letter by recorded delivery and reference the tracking number.
2. State your account number and desired cancellation date in the email.
3. Request written confirmation of receipt and cancellation in return.
4. Keep a copy of this email.

Step 5: confirm cancellation in writing

1. Once the return receipt arrives, file it with your letter, email, and tracking number in a folder or digital archive.
2. Monitor your account to confirm that billing stops on the agreed cancellation date.
3. If Now Broadband continues to bill you after your cancellation date, contact your bank or credit card company immediately to dispute the charge. Provide your letter and return receipt as evidence.
4. If the company contests your cancellation, escalate to your provincial consumer authority (e.g., Ontario's Consumer Protection Bureau, British Columbia's Consumer Protection Office, or Quebec's Office of the Protecteur du consommateur).

Now Broadband pricing and fees

Understanding Now Broadband's cost structure helps you decide whether to cancel and what fees you might face.

Early termination fees do not apply if you cancel during the cooling-off period, if Now Broadband raises your price without consent, or if they breach the contract (e.g., fail to provide advertised speeds). Yafee recommends reviewing your specific contract terms, as fees and notice periods vary by plan and region.

Refund and service disconnection

Know what to expect financially after you submit your cancellation.

Pro-rata refunds

If you have paid Now Broadband for a full month but cancel mid-month, they must refund the unused portion of that month's fee. This is a consumer protection principle: you don't pay for service you don't use. Calculate the pro-rata amount (daily rate multiplied by days remaining) and request it explicitly in your cancellation letter or follow-up email.

Equipment return

Now Broadband typically sends you a modem and router. Check your contract to see if you own these or lease them. If you lease them, return them within 30 days of cancellation or you will face a non-return fee (typically $50-$150). Ask Now Broadband for a prepaid return label or drop-off location when you cancel. Keep proof of return.

Final bill and reconciliation

Now Broadband will send a final bill after disconnection. This bill should reflect your pro-rata refund (if applicable) and any non-refundable early termination fees (only if they are lawful under your provincial law). Review the final bill against your cancellation letter. If there are unexpected charges, dispute them in writing within 30 days and escalate to your provincial consumer authority if Now Broadband refuses to adjust.

Service disconnection timing

Now Broadband typically disconnects service on the cancellation date you specified, or within 3-5 business days thereafter. Request confirmation of the exact disconnection date in your cancellation letter. On that date, test your service to confirm disconnection. If service continues beyond the cancellation date, contact Now Broadband immediately and request a credit for each day of unwanted service.

After cancellation: what happens next

Disconnection is only the first step; you must verify that everything is clean.

Monitor your credit

Check your credit card or bank account for 2-3 billing cycles after cancellation. Now Broadband sometimes delays stopping automatic payments. If you see a charge after your cancellation date, contact your bank immediately and dispute it as unauthorized. Provide your cancellation letter and return receipt as evidence.

Request written confirmation

If Now Broadband has not sent you written confirmation of cancellation within 10 business days, email them again and reference your original cancellation letter. Request a written acknowledgment of cancellation and the final bill. Keep all responses in a file.

Collect your final bill

Your final bill should arrive within 30 days of cancellation. Verify that it reflects any pro-rata refund and that no charges appear after your cancellation date. If the bill is incorrect, contact Now Broadband in writing and explain the discrepancy. If they don't respond within 14 days, escalate to your provincial consumer authority.

Update your address with new providers

Once Now Broadband is cancelled, ensure your new internet provider has your correct service address. This prevents billing and service issues going forward.

Common cancellation mistakes and how to avoid them

Many customers inadvertently complicate their cancellation. Stay focused and follow these rules to avoid the most common traps.

Assuming verbal cancellation is final

Do not rely on a telephone conversation with a customer service representative. Always follow up with written confirmation by recorded delivery letter or email. Verbal cancellations leave no evidence if Now Broadband later claims you never cancelled. A single recorded delivery letter is stronger than ten phone calls.

Missing the cooling-off window

If you purchased by distance and are still within your cooling-off period (7-14 days depending on your province), use rescission, not contract cancellation. Rescission is cleaner: you recover all money paid and incur no fees. Check your provincial Consumer Protection Act immediately upon purchase to confirm your deadline. Yafee recommends confirming this within 48 hours of signing up.

Accepting early termination fees without challenge

If Now Broadband raises your price, fails to deliver contracted speeds, or breaches the contract in another way, you may cancel without early termination fees. Do not simply pay the fee if you have a valid legal basis to cancel free. Instead, cite your legal right in writing and refuse to pay. If Now Broadband insists, escalate to your provincial consumer authority before paying.

Not documenting price increases or service failures

Screenshots, speed test results, and dated emails are your evidence. If you claim a price increase or speed failure, you must prove it. Take screenshots of bills before and after price changes. Run speed tests, screenshot results, and note the date and time. These documents win disputes with Now Broadband and with regulators.

Cancelling without a 30-day notice period (if required)

Many contracts require 30 days' written notice before cancellation takes effect. If you submit notice today, service may not end for 30 days, and you will continue paying during that period. Factor this into your decision. If you want service to end sooner, ask Now Broadband to waive the notice period and disconnect immediately. They may refuse, but asking costs nothing.

Ignoring the return receipt

The Canada Post return receipt is critical evidence that Now Broadband received your cancellation letter on a specific date. File this receipt with your letter and keep it for at least two years. If a dispute arises later, you can prove delivery. Without it, Now Broadband can claim they never received your letter.

Comparison: cancellation methods and effectiveness

Choose the method that best suits your situation and risk tolerance.

Yafee recommends recorded delivery for any cancellation involving early termination fees, service complaints, or price disputes. The small cost ($12-$15) is worth the certainty.

When to escalate to a regulator

If Now Broadband refuses to cancel or disputes your legal right to cancel, escalate to your provincial consumer authority.

Ontario

Contact Ontario's Consumer Protection Office within the Ministry of Government Services. File a complaint at ontario.ca/consumersprotection. Include your cancellation letter, return receipt, and all correspondence with Now Broadband.

British columbia

Submit a complaint to the BC Consumer Protection Office at consumerprotectionbc.ca. Provide evidence of price increases, service failures, or refusal to cancel.

Quebec

Contact the Office of the Protecteur du consommateur at protecteurconsommateur.qc.ca. Quebec has distinct rules; consult this office early if you are a Quebec resident.

Alberta

File a complaint with Alberta Fair Trading Act enforcement through the Ministry of Service Alberta. Visit servicealberta.ca for details.

Federal escalation

If your service involves mobile or telephone as well as broadband, the Canadian Radio-television and Telecommunications Commission (CRTC) has jurisdiction over telecommunications carriers. Contact the CRTC at crtc.gc.ca if your provincial authority does not resolve the dispute.

Cancellation address for Now Broadband

Send your recorded delivery letter to Now Broadband at one of the following addresses. Verify the current address on their website before mailing, as addresses change occasionally.

Now Broadband Canada Customer Service
If a Canadian address is listed, use that. If not, send to their UK office:
Now Broadband
Customer Services
160 Great Portland Street
London W1W 6QA
United Kingdom

Include your account number, name, and service address in large, clear letters on the envelope. Request recorded delivery with return receipt. If you cannot locate a Canadian address, check your bill or contact Now Broadband via their website to request the correct mailing address before sending your letter.

Key takeaways and next steps

Cancelling Now Broadband in Canada requires you to understand your rights under Canadian consumer law, not UK rules. You have cooling-off rights if you purchased by distance; you can cancel without fees if Now Broadband raises your price without consent or fails to deliver contracted speeds; and you can challenge unfair cancellation fees. Send your cancellation by recorded delivery to create an indisputable record. Follow up in writing and monitor your account to ensure disconnection and billing stop on schedule. If Now Broadband disputes your cancellation or refuses to honour your legal rights, escalate to your provincial consumer authority. Yafee has helped thousands of consumers cancel internet services successfully by following this procedure. Start by gathering your account information, drafting a clear cancellation letter, and sending it by recorded delivery today. Your legal position is strong if you act methodically and in writing. Yafee is here to guide you through each step.