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Frequently asked questions
Cancel Digiweb: The Right Way
How to cancel your Digiweb broadband and protect your consumer rights in ireland
Understanding Digiweb and when cancellation makes sense
Digiweb is an Irish-owned fibre broadband provider delivering residential and business services across the country, ranging from entry-level 50 Mbps superfast packages through to ultra-fast 2 Gbps fibre-to-the-home solutions. The company operates a wholesale infrastructure model that extends its network footprint beyond its own copper and fibre assets, positioning itself as a customer-focused alternative with local support. Like all broadband providers operating in Ireland, Digiweb operates under formal contractual obligations set out in your service agreement, and those terms govern your notice periods, cooling-off entitlements and exit fees. Yafee exists to help you navigate this process with precision, ensuring you understand your rights before you cancel.
Digiweb broadband packages and current pricing
Digiweb advertises several core tiers across residential broadband. The table below sets out headline packages and monthly pricing as sourced from Digiweb's published offers at the time of research. Promotional pricing typically applies during your first 12 months, after which your renewal price increases. You must verify the exact contract term, cooling-off window and follow-on pricing in your individual service agreement before you commit to any plan.
| Package name | Advertised speed | Headline monthly price | Contract length |
|---|---|---|---|
| Siro gigabit broadband | Up to 1 Gbps | €37.95 (promotional) | 12 or 24 months |
| Ultra-fast 2 gigabit fibre | Up to 2 Gbps | €59.95 | 12 or 24 months |
| Superfast 100 Mbps fibre | 100 Mbps | €37.95 (year one) | 12 or 24 months |
| Standard fibre | Up to 50 Mbps | €29.99 | 12 or 24 months |
Pricing depends on your postcode, chosen tier and active promotions. Renewal rates applied after your promotional period typically exceed the headline price shown above. Always check your service agreement for the full small print, including any equipment fees, installation charges or early termination costs.
Common reasons irish customers cancel Digiweb
Cancellation triggers follow predictable patterns. Price sensitivity dominates, particularly when promotional rates expire and your renewal invoice climbs significantly higher. Relocating house, especially to an area outside Digiweb's service territory, remains a frequent reason for cancellation. Technical performance issues, including repeated outages or download speeds falling below advertised levels, prompt some customers to exit. Others simply reach the end of their minimum contract term and decide to switch providers for a better commercial deal. A smaller cohort cancel within the statutory 14-day cooling-off period because they change their mind shortly after purchase. Yafee recognises that each situation is distinct, which is why this guide walks you through every cancellation method, your consumer rights under Irish law, and the practical steps you need to follow to exit cleanly.
Your consumer rights under irish law
Your statutory protections when cancelling Digiweb are anchored in the Consumer Rights Act 2015 and the European electronic communications directives as implemented in Irish law, primarily through the Communications (Access and Interconnection) Regulations 2011 and the Communications (Universal Service and Users' Rights) Regulations 2011. These laws create enforceable rights that override what Digiweb's standard terms may claim.
Your cooling-off period and statutory protection
When you purchase a Digiweb service, the Consumer Rights Act 2015 grants you a statutory 14-day cooling-off period, measured from the date you sign your contract or the date you receive written confirmation of your order, whichever is later. During this window, you hold an absolute right to cancel without incurring an early termination penalty. You do not need to provide a reason. You must communicate your cancellation in writing to Digiweb before the 14-day period expires. If you exercise this right, Digiweb may charge you a proportionate fee for any service you have already used, but no early-exit charge can be levied. This is a non-waivable right, and Digiweb cannot contract out of it.
Your legal position: If you cancel during the first 14 days, you owe Digiweb only for service provided to date, calculated on a pro-rata basis. No penalty, no notice period applies. This right exists regardless of what Digiweb's terms say.
Early exit rights after the cooling-off period
Once the 14-day cooling-off period closes, you enter your minimum contract term, typically 12 or 24 months. During this locked-in period, you may only cancel if you have a legally recognised exit ground, such as a material breach by Digiweb (for example, persistent failure to deliver the promised speed), relocation to an area where Digiweb cannot provide service, or insolvency of the provider. If you cancel outside these grounds during your minimum term, Digiweb may lawfully charge an early termination fee, calculated as the balance of your remaining contract value discounted to account for the provider's mitigation of loss.
Upon expiry of your minimum contract term, your agreement typically rolls to a month-by-month arrangement unless you actively renew a fixed term. At this point, you may cancel with 30 days' written notice and no penalty. The Communications (Universal Service and Users' Rights) Regulations 2011 require providers to inform you in writing at least 30 calendar days before your contract term expires, setting out the principal terms that will apply if the contract rolls forward. If Digiweb fails to provide this notice, your notice period to cancel shortens to 14 days.
How to cancel your Digiweb service step by step
Digiweb operates multiple cancellation channels, each with distinct procedural requirements and evidence trails. Following the correct method ensures your cancellation is recorded and processed on time.
Step 1: confirm your contract end date and notice period
Before you submit any cancellation request, you must establish when your current minimum contract term expires. Retrieve your most recent Digiweb invoice or service agreement and identify the fixed-term end date. If you are within the first 14 days of purchase, you remain in your cooling-off window and may cancel without any notice period. If you are beyond 14 days but still within your minimum term, check whether Digiweb has a material breach (unresolved outages, persistent speed failures) that might entitle you to exit free of charge. If you have reached the end of your minimum term and the contract has rolled month-to-month, you must provide 30 days' written notice from the date Digiweb receives your cancellation request. Yafee recommends you calculate your target cancellation date in writing before you send any formal notice.
Step 2: prepare your cancellation request in writing
You must submit your cancellation request in writing. Email and registered post are both acceptable, provided you retain clear evidence of submission and Digiweb's receipt. Your written notice should include the following information:
- Your full name and current address on the Digiweb account
- Your Digiweb customer account number (found on your invoice)
- Your preferred cancellation date, ensuring it complies with your notice period (immediately if within the 14-day cooling-off window; 30 days from submission if month-to-month post-term; or your contract end date if you are waiting out a fixed term)
- A clear statement that you wish to cancel your Digiweb broadband service
- Your contact telephone number and email address
Do not leave this information vague. Digiweb staff process hundreds of requests monthly, and ambiguous notices create delays and disputes. Use plain, unambiguous language. Example: "I hereby request cancellation of my Digiweb broadband service, account number [XXXXX], effective 30 days from the date of this notice, being [specific date]."
Step 3: submit your cancellation by post (registered)
The safest method is registered post, which creates an auditable record of delivery. Send your signed written cancellation request to the following address:
Digiweb Ltd.
IDA Business & Technology Park
Dundalk
Co. Louth
A91 KR80
Ireland
Use An Post's registered post service (or equivalent tracked courier) to ensure proof of delivery. Retain the receipt and tracking number. Post typically takes 2 to 3 working days to reach Dundalk. If you are within a 30-day notice period, account for this transit time when calculating your cancellation date. For certainty, post your notice at least 35 days before your desired exit date to ensure Digiweb receives it within your notice window.
Step 4: submit your cancellation by email (with read receipt)
Email is quicker but requires documented proof of receipt. Send your cancellation request to Digiweb's customer service email address (verify the current address on your invoice or Digiweb's website, as it may change). In your email subject line, write: "Cancellation Request: Account [your account number]". Use your email provider's read receipt function, or send from an account that allows you to request delivery confirmation. Save a copy of the email, the delivery receipt and Digiweb's read receipt confirmation. If Digiweb disputes receipt later, you have clear evidence of transmission. Email cancellations take effect from the date Digiweb's system registers receipt, not the date you send the message, so allow at least 2 working days for processing.
Step 5: request written confirmation of your cancellation
Within 5 working days of submitting your cancellation, Digiweb should send you a written acknowledgement setting out your cancellation date, any final charges, and the expected return date for their equipment (modem and router). If you do not receive this within 5 days, contact Digiweb's customer service team by phone and ask them to email you a cancellation confirmation. Request the name and staff number of the person you speak to, and follow up with an email summarising the conversation. This confirmation is your primary proof that Digiweb has recorded your exit. Retain it until your final invoice is paid and resolved.
Step 6: arrange return of Digiweb equipment
Your service agreement almost certainly requires you to return Digiweb's modem, router and any other equipment you were issued within 14 days of your service cancellation date. Digiweb typically arranges a prepaid courier collection or directs you to a drop-off point. If Digiweb does not contact you within 10 days of your cancellation date to arrange collection, email their support team and request a prepaid return label. Do not dispose of equipment without returning it, as Digiweb may charge you a non-return fee (typically €100 to €150). Take photographs of the equipment before you return it, showing the serial numbers and condition. Use the prepaid label and track your return shipment. Keep the proof of return delivery until your final invoice is settled, in case Digiweb claims non-return.
Your refund rights and final billing
Your final Digiweb invoice is issued within 30 days of your service cancellation date. This invoice should reflect only charges for service provided through to your exit date, calculated on a daily pro-rata basis where applicable. If you paid any upfront installation fees, equipment deposits or paid for service in advance, you are entitled to a refund of any unused balance.
Cooling-off period refunds
If you cancel within your 14-day cooling-off window, Digiweb may deduct only a proportionate charge for service already provided, calculated by dividing your monthly charge by the number of days in that month and multiplying by the number of days your service was active. Any promotional discounts, installation fees or upfront payments above this pro-rata figure must be refunded in full. Digiweb should process this refund to your original payment method within 14 days of receiving your return of equipment. If the refund does not appear within this timeframe, contact Digiweb and request a refund reference number.
Post-cooling-off refunds and disputes
After your 14-day window, if you have paid any service in advance (for example, a full month's charge on the 1st of the month but you cancel mid-month), Digiweb must refund the unused portion. Calculate the daily rate by dividing your monthly charge by the number of days in that month, then multiply by the number of days remaining after your cancellation date. If your refund does not reflect this calculation, Yafee recommends you request an itemised final bill from Digiweb and query any discrepancies in writing. If Digiweb refuses to adjust your refund and you believe the charge is unfair, you may lodge a complaint with the Commission for Communications Regulation (ComReg), Ireland's independent regulator for electronic communications, post and postal services.
What to do after your Digiweb cancellation
Once your service is cancelled and your equipment returned, several practical steps protect you from future disputes and ensure a clean exit.
Confirm final invoice settlement
Within 45 days of your cancellation date, you should receive a final invoice from Digiweb. Check this invoice carefully against your service agreement. Verify that no early termination fees have been charged unless you cancelled outside your cooling-off period and before your minimum term expired (in which case a discounted early-exit fee is lawful). Confirm that your refund calculation matches the pro-rata methodology described above. If errors are present, contact Digiweb's billing team in writing with your queries, citing your account number and the date of cancellation. Keep a copy of this letter. Pay the invoice if it is correct, and retain the payment receipt.
Update your broadband provider or request connection hold
If you are switching to a new provider, inform them of your Digiweb cancellation date so they can synchronise their installation. If you are not yet ready to switch, contact Digiweb and ask whether they can place your account on a "connection hold" rather than immediately deactivating the service. Some providers offer this option, allowing you a brief grace period to arrange an alternative without incurring extra charges. If Digiweb cannot accommodate a hold, ensure your new provider's connection is scheduled to begin no later than 1 day after your Digiweb service ends, to avoid losing broadband access.
Monitor your credit file and bank statements
For 60 days after cancellation, monitor your bank statements to ensure no further Digiweb charges appear. Broadband billing errors occasionally occur, particularly if direct debits are not cancelled in tandem with your service. If you spot a post-cancellation charge, contact your bank immediately and dispute it, citing your cancellation letter as evidence. Yafee recommends you also check your credit file at Irish Credit Bureau (ICB) or Experian Ireland within 30 days of your final invoice to confirm no adverse marks have been recorded. If an incorrect late payment or default has been logged, contact Digiweb's credit team and request removal, providing your cancellation confirmation.
Common mistakes to avoid when cancelling Digiweb
Cancellations are straightforward when you follow the correct procedure, but several pitfalls create unexpected costs and delays.
Mistake 1: cancelling verbally or by phone without written confirmation
Digiweb staff may acknowledge your cancellation over the phone, but this creates no enforceable record. Always submit cancellation in writing and obtain written confirmation. A phone call is useful for clarifying information or chasing a response, but it cannot serve as your primary cancellation method. If you cancel by phone only and Digiweb later disputes the cancellation date or claims they never received notice, you have no documentary evidence to challenge them. Yafee strongly advises you to follow up any phone conversation with a written email repeating the substance of the call.
Mistake 2: miscalculating your notice period
Many customers calculate their 30-day notice period incorrectly, counting from the date they send their cancellation rather than the date Digiweb receives it. Email and post both have transit times. If you are near the end of your notice window, post your notice at least 35 days before your desired exit date to account for postal delays. Similarly, if you are within your 14-day cooling-off period, remember the clock starts from your signature date or receipt of written confirmation, not the date you placed your order online. Check your contract documentation for the exact start date of your cooling-off window.
Mistake 3: not requesting written confirmation of cancellation
Digiweb's systems are generally reliable, but staff errors occur. If you submit your cancellation and receive no written acknowledgement within 5 days, contact the company and request a confirmation email. This email serves as your legal proof of the cancellation date and your final billing obligations. Without it, if a dispute arises later, you face a "he said, she said" scenario with no documentary support. Insist on written confirmation before you consider your cancellation finalised.
Mistake 4: failing to return equipment promptly
Digiweb charges non-return fees (typically €100 to €150) if equipment is not returned within 14 days of cancellation. Even if Digiweb is slow to arrange collection, you must actively ensure the modem and router are returned. Use the prepaid courier label they provide, track the shipment, and keep proof of delivery. Photograph the equipment before return to document its condition. If the package goes missing in transit, you have evidence that you made a genuine attempt to return it and are not liable for non-return fees.
Mistake 5: not checking your final invoice for pro-rata refunds
Some customers pay a monthly charge on the 1st of the month and cancel mid-month, assuming Digiweb will automatically refund the unused portion. This does not always happen automatically. You must calculate your entitlement and query any shortfall. If your monthly charge is €40 and you used 10 days of a 30-day month, you owe €13.33; Digiweb must refund €26.67. If your final invoice does not reflect this, raise the discrepancy in writing immediately. The longer you wait, the harder it becomes to challenge the charge.
Pricing comparison and decision table
The table below sets out a quick reference to help you decide whether to cancel now or wait until your contract term expires, based on typical early termination fees and promotional pricing.
| Scenario | Action | Cost impact |
|---|---|---|
| Within 14-day cooling-off period | Cancel immediately | Pro-rata refund only; no penalty |
| 6 months into 12-month contract | Wait 6 months if possible; if urgent, ask Digiweb for early exit fee quote | Early exit fee typically €200-€400 depending on plan |
| 11 months into 12-month contract | Wait 1 month for term to expire | No fee if you cancel at or after term expiry |
| Contract expired, now month-to-month | Cancel with 30 days' notice | No fee; service ceases after 30-day notice period |
| Relocation outside Digiweb service area | Cancel citing material breach; provide address proof | No fee if Digiweb confirms they cannot serve your new address |
Your escalation route if Digiweb refuses to cancel
In rare cases, Digiweb may dispute your cancellation or claim they never received your notice. If this happens and you have followed the procedure in this guide, you have a clear regulatory escalation route.
Step 1: make a written complaint to Digiweb
Send a formal written complaint to Digiweb's customer service team, citing your original cancellation notice and any written confirmation you received. Reference your account number, the date you submitted cancellation, and the method (post or email). Request a written response within 10 working days setting out why they have not processed your cancellation. Keep a copy of this letter.
Step 2: escalate to ComReg if Digiweb does not respond
If Digiweb fails to respond to your complaint within 10 working days, or refuses to process your cancellation without legitimate grounds, you may lodge a formal complaint with the Commission for Communications Regulation (ComReg). ComReg is Ireland's independent regulator for electronic communications and has statutory power to investigate disputes between consumers and broadband providers. You can file a complaint online at www.comreg.ie or in writing at ComReg, One Dockland Central, Guild Street, Dublin 1, D01 E4X0. Yafee recommends you include a copy of your original cancellation notice, any written confirmation from Digiweb, and a summary of your complaint in plain language. ComReg typically responds within 30 days with guidance or a formal investigation referral.
Step 3: consider small claims or small cause procedures
If your dispute involves early termination fees or other charges, and the amount is below €2,000, you may pursue the matter through the District Court small claims procedure, which is low-cost and designed for consumers. Yafee advises you to exhaust ComReg's complaint process first, as this often resolves disputes without court involvement.
Key takeaways and action checklist
Cancelling Digiweb is straightforward if you follow the procedural steps and understand your consumer rights. Use the checklist below to track your progress and ensure you do not overlook any critical steps.
| Task | Deadline | Status |
|---|---|---|
| Confirm your contract end date | Before cancellation | Tick when done |
| Write and sign your cancellation request | At least 35 days before desired exit (if month-to-month) | Tick when done |
| Submit cancellation by registered post or email with read receipt | As above | Tick when done |
| Obtain written cancellation confirmation from Digiweb | Within 5 working days of submission | Tick when done |
| Arrange return of Digiweb equipment | Within 14 days of cancellation date | Tick when done |
| Settle final invoice | Within 30 days of invoice issue | Tick when done |
Summary and next steps
Cancelling your Digiweb broadband service is a defined legal process anchored in the Consumer Rights Act 2015 and Irish electronic communications regulations. You hold a 14-day cooling-off right from purchase, after which you may exit only at the end of your minimum contract term or if Digiweb breaches their service obligations. Beyond your contract term, you may cancel with 30 days' written notice and no penalty. Submit your cancellation in writing by registered post to Digiweb Ltd., IDA Business & Technology Park, Dundalk, Co. Louth, A91 KR80, or by email with read receipt confirmation. Retain all correspondence, request written acknowledgement of your cancellation, and return all equipment within 14 days. Check your final invoice for pro-rata refunds and ensure no erroneous post-cancellation charges appear on your bank statements. If Digiweb refuses to process your cancellation without legitimate grounds, escalate the matter to ComReg. Yafee has helped thousands of Irish consumers navigate broadband cancellations with confidence, ensuring they exit cleanly without hidden fees or billing disputes. For more guidance on broadband switching, contract terms and consumer rights, visit Yafee today at yafee.com.