Cancel Now Broadband & Dispute Charges
Cancelling a broadband contract, especially if you're still within your minimum term, can often lead to unexpected charges. However, you have rights as a consumer if the service hasn't met standards or if fees are unfair. This guide will help you navigate the process and challenge unjust costs.
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Build my claim →Your rights
In the UK, your rights are protected by the Consumer Rights Act 2015, which states that services must be performed with reasonable care and skill. If Now Broadband has failed to provide a satisfactory service, you may have grounds to cancel without penalty. Ofcom, the communications regulator, provides guidelines on early termination charges, stating they must be a genuine pre-estimate of loss, not a penalty. You also have a 14-day cooling-off period for new contracts, allowing you to cancel without charge. If your complaint is not resolved by Now Broadband, you can escalate it to the Communications and Internet Services Adjudication Scheme (CISAS), an independent ombudsman.
Step by step
- 1Review your Now Broadband contract for specific terms regarding notice periods, minimum terms, and early termination fees. Note your cooling-off period if applicable.
- 2Contact Now Broadband's customer service directly to state your intention to cancel and clearly explain your reasons. If disputing charges, detail any service issues, dates of outages, or previous complaints.
- 3If you receive an early termination fee or other disputed charge, challenge it in writing. Refer to your consumer rights, stating that fees must be a genuine pre-estimate of loss and that you believe the service was not provided with reasonable care and skill.
- 4If Now Broadband does not resolve your complaint within 8 weeks, or if they send you a 'deadlock letter', escalate your case to CISAS. Provide all documentation, including your contract, correspondence, and evidence of service issues.
What they'll say, and your comeback
“You're outside the 14-day cooling-off period, so early termination fees apply.”
Comeback, My cancellation is due to ongoing service failures, not simply changing my mind. The Consumer Rights Act 2015 states services must be performed with reasonable care and skill, which has not been the case.
“The early termination fees are standard and outlined in your contract.”
Comeback, While they may be in the contract, Ofcom guidelines state these fees must be a genuine pre-estimate of loss, not a penalty. I dispute the amount as disproportionate, especially given the service quality.
“We have no record of the service issues you're describing.”
Comeback, I have a log of dates and times when I experienced issues, including any previous calls or online chats with your support team. Please check those records thoroughly.
FAQ
Can I cancel Now Broadband without a fee if I move house?
It depends on Now Broadband's policy and whether they can provide service at your new address. If they cannot, or if the service quality would significantly degrade, you may have grounds to cancel without penalty. Always check their specific home move terms.
How long does it take for CISAS to resolve a complaint?
Once CISAS accepts your case, it typically takes several weeks to reach a resolution. They will gather information from both you and Now Broadband before making a decision.
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A self-serve tool, not a law firm. General information, not legal advice.