How to cancel Now Internet and claim your refund in the UK

Why you might want to cancel Now Internet

Now Internet (formerly Sky Broadband) operates as a major UK broadband and connectivity provider. You may be considering cancellation because your minimum contract term is ending, you've discovered faster speeds elsewhere, you're dissatisfied with service reliability, or customer support has fallen short of your expectations. Whatever your reason, understanding your legal position before you act ensures you protect your rights and recover any money you're owed.

The Consumer Rights Act 2015 and Ofcom's General Conditions of Entitlement govern all broadband services in the UK, including Now Internet. This framework gives you specific protections when cancelling, and the provider must follow formal procedures. At Yafee, we specialise in helping consumers navigate these protections and execute cancellations without unnecessary charges or delays.

What Now Internet offers and typical pricing

Now Internet delivers fixed-line broadband through fibre-optic and copper-based networks, with availability depending on your postcode. Packages range from basic broadband to ultrafast connections, and your monthly cost and speed tier vary by location and promotional offer.

Installation fees (often waived during promotional periods) may apply at sign-up. However, early termination fees pose the greatest financial risk. If you cancel before your contract ends, Now Internet will charge an exit fee, typically calculated as the remaining monthly payments or a fixed amount. Knowing your contract end date is therefore essential before you initiate cancellation.

When cancellation makes financial and practical sense

You should pursue cancellation if your minimum term is expiring naturally, if Now Internet has failed to deliver the speeds or reliability they promised, or if you've found substantially better value with another provider. Cancelling during your contract typically triggers early termination charges, so timing your exit strategically can save you significant money.

If service quality has deteriorated, contact Now Internet's complaints team first and request either service improvement or a price reduction. Many providers will negotiate rather than lose customers. If they refuse and you have documented evidence of consistent under-performance (speeds far below what you were promised, frequent outages), you may have legal grounds to cancel without paying the exit fee under consumer protection law.

Your consumer rights and legal protections

The Consumer Rights Act 2015 and Ofcom regulations create enforceable rights that protect you before, during, and after cancellation.

What UK law guarantees you

Now Internet must provide services that match the description in your contract and marketing materials. If they consistently fail to deliver the advertised speeds or stability, you have grounds to cancel without paying early termination fees. The key requirement is consistency: a single outage will not trigger your legal right to exit, but documented, recurring failures over weeks or months will.

You also possess the right to clear, transparent information. Now Internet must disclose your contract end date, notify you of price increases at least 30 days before they take effect, and provide an exact figure for any early termination fee. If the provider has withheld or obscured this information, your cancellation rights strengthen significantly. Yafee advises consumers to request a written statement of these key facts before proceeding with cancellation.

Early termination fees and what you can legally challenge

Early termination fees are lawful under UK consumer law, but they must represent a genuine, proportionate estimate of the provider's actual losses, not a punitive penalty. If Now Internet's exit fee appears excessive relative to the remaining contract value, you can challenge it as an unfair term under the Consumer Rights Act 2015.

Ofcom, the UK communications regulator, maintains enforcement authority over broadband providers. If Now Internet refuses to negotiate or justify their early termination fee, you can escalate a formal complaint to Ofcom. The regulator has power to direct the provider to refund charges or cancel the contract without penalty if it determines the fee is disproportionate.

Your legal position

Under the Consumer Rights Act 2015, you have the right to cancel your Now Internet contract without penalty if: (1) the service has consistently failed to meet advertised speeds or reliability standards, and Now Internet has been given reasonable opportunity to remedy the fault; (2) the provider has breached transparency requirements (failing to disclose end date, price increases, or exit fees); or (3) you are outside the minimum contract period and simply wish to leave. If Now Internet refuses to honour your cancellation, you can lodge a formal complaint with Ofcom at www.ofcom.org.uk, which will investigate free of charge.

How to cancel Now Internet step by step

Cancellation requires you to follow a clear procedural sequence to avoid disputes and ensure you leave without unnecessary fees.

Check your contract end date and early termination fee

Log into your Now Internet account online or contact customer service and request a written statement containing three essential pieces of information: your current contract end date, your monthly service fee, and your early termination fee (if you cancel before the end date). Write down these figures and keep a copy for your records. If you've mislaid your original contract paperwork, the provider must supply this information within 14 days at no cost.

Document any service failures (if disputing the fee)

If you intend to cancel on grounds of service failure, start recording evidence immediately. Document outages (date, time, duration), speed tests that fall significantly below your promised package (download and save the results), and any missed engineer appointments. Maintain this log for at least 8 weeks so you have clear evidence if Now Internet later disputes your cancellation claim. Take screenshots of service status pages or your account showing reported faults. This documentation is your legal foundation if you need to escalate to Ofcom.

Contact Now internet's cancellation team via the online portal or phone

Visit www.nowtv.com or use the Now Internet mobile app, navigate to your account settings, and select "Manage account" then "Cancel service" if the option appears. Alternatively, telephone Now Internet's customer service team on 0333 100 0150. When you call, explain clearly that you wish to cancel your contract and provide your account number. The cancellation team may offer you retention incentives (price reductions or temporary upgrades). Accept only if you genuinely want to stay; do not allow retention offers to pressure you into a longer commitment.

Confirm your cancellation notice period and final payment date

Now Internet typically requires 30 days' notice of cancellation. The provider must confirm in writing (by email or post) the exact date your service will cease and the date of your final bill. If they claim a longer notice period (60 or 90 days), request a copy of your contract showing this clause. Yafee recommends always requesting written confirmation of your cancellation notice period so you have proof if the provider later disputes when your service ended.

Return all equipment (router and any set-top boxes)

Now Internet will provide prepaid returns labels or arrange collection of any equipment they own (typically the broadband router and, if applicable, a set-top box). Follow their instructions exactly and keep evidence of return (tracking numbers, signed delivery confirmation). If you fail to return equipment, Now Internet may charge you for replacement costs. Retain proof of return for at least 30 days after cancellation.

Settle your final bill and check for refunds

You will receive a final bill covering any usage up to your cancellation date. If you've paid in advance for unused services (common if your billing cycle extends beyond your cancellation date), you are legally entitled to a refund for the unused period. Check your final invoice carefully and contact Now Internet immediately if any charges appear incorrect. If the provider refuses to refund unused service charges, escalate your complaint to Ofcom, which has consistently ordered refunds in these cases.

Pricing, fees and what you'll pay to exit

Understanding your financial obligations when cancelling prevents unwelcome surprises and helps you decide whether to exit immediately or wait until your contract expires.

If your contract has expired, you can cancel without any early termination fee. Now Internet may still charge for non-returned equipment or damage, but these charges are proportionate to actual losses and not punitive. Calculate your total exit cost before you cancel: compare the early termination fee against the savings you'll make switching to a cheaper provider, and decide whether the short-term expense justifies the long-term saving.

What happens after you cancel

Cancellation is not instantaneous; there is an administrative period between your cancellation request and the final disconnection of your service.

Your service will remain active until your notice period expires

If you cancel effective immediately, Now Internet may still allow you to use the service for up to 30 days while they process your exit. Your account will be flagged as "cancelling", and you may be unable to add services or change your package. The provider will disconnect your line on or shortly after the date you specified in your cancellation request. Confirm this disconnection date in writing before you rely on it.

Your final bill and refund timeline

Now Internet typically issues your final bill within 14 to 30 days of service disconnection. If you are owed a refund for unused service, the provider will apply this as a credit to your final account. If your refund exceeds the final bill amount, you are entitled to claim the balance as a direct refund; it should not be left sitting in your account indefinitely. If the refund does not arrive within 30 days, contact Now Internet's billing department and request a status update. Yafee recommends obtaining a reference number for your refund claim so you can track progress.

Arranging your replacement broadband service

Do not wait until your Now Internet service is disconnected before ordering a new provider. Most broadband companies require 30 days' notice and offer a transition period to overlap services. Start the application process with your chosen new provider at least 30 days before Now Internet's disconnection date, so you avoid a gap in connectivity. Your new provider will contact Now Internet to schedule the physical line migration; you need not do this yourself.

Common mistakes that damage your cancellation claim

Most consumers encounter avoidable complications during cancellation; being aware of these pitfalls protects your position and accelerates your exit.

Failing to document service failures before you complain

If you intend to cancel on grounds of poor service, the absence of written evidence severely weakens your position. Now Internet will dispute your claims if you have no speed test results, outage logs, or photos of error messages. Begin documenting issues immediately, even if you haven't yet decided to leave. Speed test results are particularly important: use a independent tool (such as Speedtest.net or BroadbandSpeedChecker) and save screenshots showing your upload speed, download speed, and ping. If your package promised 36 Mbps and you consistently achieve only 15 Mbps with no technical fault on your end, this evidence is your legal foundation.

Not requesting written confirmation of your notice period

Verbal confirmation of your cancellation notice period is insufficient if disputes arise later. If a Now Internet operator tells you "You have 30 days to cancel" but your contract states 60 days, the contract term applies. Always request email confirmation of your notice period, cancellation effective date, and any early termination fee after your telephone call. This written record prevents misunderstandings and provides proof if Now Internet later claims you didn't cancel properly.

Cancelling without exploring retention offers or price reductions

Now Internet's retention team is often authorised to offer temporary discounts or free upgrades to prevent cancellation. If you accept the offer, ensure you do so in writing and confirm the terms (discount amount, duration, whether a new contract applies). Do not allow the retention team to pressure you into a longer commitment unless the financial saving justifies it. Yafee advises comparing the retained offer against competitor pricing before you agree.

Returning equipment without proof of receipt

Now Internet has, on occasion, claimed non-receipt of returned equipment and charged customers replacement fees. If you return equipment without tracking confirmation or signed delivery proof, you have no way to defend yourself. Always use the prepaid return label provided, request a tracking number, and retain the receipt until 30 days after cancellation confirmation. Take a photo of the parcel before you hand it to the courier as additional evidence.

Checklist for a clean cancellation

Use this checklist to ensure you complete every step and retain all necessary evidence.

• Obtain written statement of contract end date, monthly fee, and early termination fee
• Document all service failures (speed tests, outage logs, with dates and times)
• Contact Now Internet's cancellation team via phone or online account portal
• Request written confirmation of your notice period and cancellation effective date
• Note the reference number provided by the cancellation team
• Receive and review the cancellation confirmation email
• Prepare all equipment (router, set-top box, cables) for return
• Collect the prepaid returns label from Now Internet
• Take photographs of equipment before packing
• Send equipment via tracked courier and retain receipt
• Receive final bill within 30 days of disconnection
• Verify that all charges are correct and that refunds appear
• Request direct refund if credit exceeds final bill amount
• Keep all receipts, emails, and confirmation documents for 12 months

If Now Internet refuses to cancel or disputes your claim

In the rare event that Now Internet refuses your cancellation request or charges fees you believe are unlawful, escalation procedures exist to enforce your rights.

Lodge a formal complaint with Now Internet

Send a written complaint (by post or email) to Now Internet's complaints department outlining your cancellation request, the date you made it, and why the provider has refused to honour it. Reference the Consumer Rights Act 2015 and Ofcom regulations to strengthen your position. Now Internet must respond to formal complaints within 8 weeks. If they refuse, you can escalate to Ofcom without paying a fee.

Escalate to ofcom

Ofcom, the independent regulator for UK communications services, investigates complaints against broadband providers free of charge. If Now Internet refuses to cancel, charges an unjustified early termination fee, or fails to refund unused service credit, you can lodge a complaint at www.ofcom.org.uk/make-a-complaint. Ofcom has significant enforcement powers, including the ability to order the provider to cancel your contract without penalty, refund charges, or pay compensation for service failures. The regulator typically resolves complaints within 8 to 12 weeks.

Comparison: Now Internet versus alternative UK broadband providers

Before you cancel, consider whether switching is genuinely worthwhile by comparing costs and speeds across the market.

All UK broadband providers operate under the same consumer law framework and apply similar early termination fees. Do not assume a competitor is significantly cheaper until you compare the total cost of early exit plus 24 months of service with your current provider. Sometimes waiting until your Now Internet contract expires costs less than switching immediately, even if the new provider's monthly rate is lower.

Summary and next steps

Cancelling Now Internet is a straightforward process if you follow the legal framework and procedural steps outlined above. You have consumer rights under the Consumer Rights Act 2015 and Ofcom regulations that protect you throughout cancellation, including protection against unjustified early termination fees. Document any service failures, request written confirmation of your cancellation notice period, and retain all correspondence until 12 months after your service ends.

If Now Internet refuses to cancel or disputes charges, escalate your complaint to Ofcom, which has investigated thousands of similar cases and consistently rules in consumers' favour when exit fees are disproportionate or service quality has genuinely failed to meet contractual standards.

Yafee has helped thousands of consumers cancel broadband contracts and recover refunds for unused service, disputed exit fees, and unfair charges. Our contract law specialists understand the complexities of telecommunications cancellation and can review your specific situation if you face resistance from Now Internet. Visit Yafee.com today to explore your legal options, access template cancellation letters, and understand exactly what you can claim. With Yafee's guidance, you retain control of your cancellation and protect your rights every step of the way.

Contact address for cancellation

Send cancellation requests or formal complaints to Now Internet at: Now Broadband, PO Box 2311, Nottingham, NG2 1GG, United Kingdom. Alternatively, contact the cancellation team by telephone at 0333 100 0150 (lines are open 08:00–20:00, Monday to Friday). For escalation to Ofcom, visit www.ofcom.org.uk or telephone 0300 123 3000.