Stopping Now Broadband: What you need to know

About Now Broadband

Now Broadband is the home internet service from Sky's streaming brand, offering straightforward broadband packages without the complexity of traditional bundles. Launched as an extension of the NOW streaming service (formerly NOW TV), it provides flexible broadband options primarily aimed at customers who want reliable internet without lengthy commitments or complicated pricing structures.

Operating across the UK, Now Broadband uses Openreach infrastructure, which means it's available in most areas where standard ADSL or fibre broadband can be delivered. The service has carved out a niche by appealing to renters, students, and anyone who prefers flexibility over long-term contracts. Most importantly, it's designed to work seamlessly with NOW's entertainment packages, though you can absolutely use it as a standalone internet service.

What sets Now Broadband apart from traditional providers is its no-nonsense approach. There's no engineer visit required for standard installations, and the company sends you a router that you can set up yourself. The service operates on a rolling monthly basis after any initial contract period ends, giving you more control over when you leave.

Keep in mind that Now Broadband is part of the Sky family, so while it maintains its own branding and customer service channels, it benefits from Sky's extensive network infrastructure and technical support systems. This relationship means you're dealing with a well-established provider, not a small startup that might disappear overnight.

Plans, features and pricing

Now Broadband keeps things refreshingly simple with just a few core packages. As someone who's processed countless cancellations, I can tell you that understanding what you're actually paying for makes the cancellation process much smoother if issues arise.

Current broadband packages

Now Broadband typically offers three main tiers, though availability depends on your postcode and the infrastructure in your area. Here's what you need to know about each option:

First, understand that these prices fluctuate based on promotional offers, and what you're currently paying might differ significantly from the advertised rate. This is crucial when cancelling because many customers decide to leave after their promotional period ends and prices jump substantially.

Additionally, Now Broadband charges a one-off setup fee, typically around £5, and you'll need to return their router when you cancel or face an equipment charge. Make a note of this now because forgetting to return equipment is one of the most common mistakes I see, resulting in unexpected charges of £50 or more.

What's included in your service

Now Broadband packages come with unlimited usage, meaning no data caps or fair usage policies that throttle your speed. You'll receive a NOW Hub router (which must be returned upon cancellation), and standard packages don't include a landline phone service, though you can add this for an additional monthly fee.

Most importantly, there are no mid-contract price rises written into the standard terms, unlike many competitors who include inflation-linked increases. However, Now reserves the right to change prices with appropriate notice, which is typically 30 days for customers on rolling monthly contracts.

Why customers typically cancel

After processing thousands of broadband cancellations, I've noticed clear patterns with Now Broadband specifically. The most common reasons include:

• Price increases after the initial promotional period ends, sometimes jumping by £10-£15 per month
• Moving house to an area where Now Broadband isn't available or where better deals exist
• Speed issues, particularly in areas where the Openreach infrastructure is older
• Finding better value packages from competitors offering faster speeds at similar prices
• Bundling internet with TV and phone services from a single provider for overall savings
• Customer service frustrations, particularly around technical support wait times

Keep in mind that understanding your specific reason for cancelling helps you stay focused during the process and resist any retention offers that don't genuinely address your concerns.

Terms of service and cancellation policy

This section is absolutely critical because misunderstanding these terms causes more cancellation headaches than anything else. Let me walk you through exactly what you need to know.

Contract lengths and minimum terms

Now Broadband operates two distinct contract models. First, there's the 12-month contract, which typically offers lower monthly rates but commits you for a full year. Second, there's the rolling monthly contract, which costs slightly more but allows you to cancel with just 30 days' notice.

Here's where people get caught out: if you signed up for a 12-month contract and try to cancel during that period, you'll face early termination charges. These charges typically equal the remaining months of your contract multiplied by your monthly fee. For example, if you're paying £30 per month and have six months remaining, you're looking at a £180 early termination fee.

Most importantly, after your initial 12-month period ends, your contract automatically converts to a rolling monthly agreement. This is actually good news for cancellation purposes because you then only need to provide 30 days' notice without any penalties.

Notice periods and critical deadlines

Now Broadband requires 30 days' notice for cancellations on rolling monthly contracts. This means if you send your cancellation letter on the 15th of January, your service will continue until at least the 15th of February, and you'll be charged for that full period.

Additionally, the notice period starts from when Now Broadband receives and processes your cancellation request, not from when you send it. This is precisely why I always recommend using tracked postal services, which I'll explain in detail shortly.

Your legal rights under UK law

The Consumer Contracts Regulations give you a 14-day cooling-off period from when your service starts. During this window, you can cancel without penalty, though you may need to pay for any service you've actually used on a pro-rata basis.

Furthermore, if Now Broadband makes significant changes to your contract terms or increases prices, you typically have the right to cancel without early termination fees, even if you're still within your minimum term. This is governed by Ofcom regulations, and it's a right worth knowing about.

Equipment return requirements

Now Broadband requires you to return their router within 30 days of cancellation. Failure to do this results in an equipment charge, typically around £50-£75. Keep in mind that you're responsible for the equipment until Now confirms receipt, so always use a tracked postal service for returns and photograph the packaged equipment before sending.

Next, make sure you return everything that came in the original package: the router, power cable, ethernet cable, and any microfilters. Missing components can still trigger charges, even if you return the main router.

Cancelling by post - the complete guide

After processing thousands of cancellations, I can tell you that postal cancellation is the most reliable method for several crucial reasons. Let me explain why, then walk you through the exact process.

Why postal cancellation is your best option

First, postal cancellation creates an undeniable paper trail. When you call to cancel, you're relying on the customer service representative to accurately record your request, input it into their system correctly, and process it without errors. I've seen countless cases where phone cancellations mysteriously \