Cancel Now Broadband: Easy Method

What is Now Broadband

Overview

Now Broadband is a New Zealand internet service provider offering fibre and home phone services with simple plan options and local support.

The provider offers open-term plans, optional calling packs and modem hardware sold separately.

Who it's for

Now suits customers who want straightforward monthly plans, local NZ support and no long-term lock-in by default.

It also appeals to users seeking higher-speed fibre tiers and add-on phone services.

How to cancel Now Broadband

Primary method (phone)

Cancellations must be made by calling Now Broadband customer service; cancellation via the Now Assist app, App Store or Google Play is not supported.

Now requires at least 5 days' notice to disconnect services and finalise billing.

Alternative methods

• Post a written cancellation to the provider's postal address (see Address section below) and include account details.
• Contact customer service after posting to confirm receipt and request an estimated disconnection date.
• Refer to Now's official cancellation guidance: Now Broadband - Cancel account.

What happens when you cancel

Service access

Service will be scheduled for disconnection following the required notice period; confirm the exact date with customer service.

Account-based access (online account, email notifications) will typically cease after finalisation of the service closure.

Billing and final invoice

Now will finalise billing after the disconnection date and issue a final invoice or credit as applicable.

Any outstanding charges, early termination fees (if applicable) or pro‑rated charges will appear on the final statement.

Will I get a refund?

Standard policy

Now does not offer a generic 14‑day change‑of‑mind or cooling‑off refund for broadband services under its publicly available terms.

Cancellations for change of mind therefore do not automatically trigger a refund unless covered by a specific provider policy.

Exceptions and remedies

• If the service is faulty, not provided with reasonable care and skill, or not fit for purpose, remedies may be available under the Consumer Guarantees Act (CGA).
• Refunds or credits for service failures must be pursued under the CGA or may be provided at Now's discretion as goodwill.
• Overview of consumer rights: consumerprotection.govt.nz - refunds, replacements or repairs.

Now Broadband plans and pricing

Pricing table

Notes

Pricing data from January 2026. Modem hardware sold separately (NZ$120 plus NZ$14 delivery).

Plans are open‑term by default; home phone and calling packs are available as add‑ons.

Your consumer rights in New Zealand

Consumer Guarantees Act (CGA)

Under the CGA, services must be provided with reasonable care and skill, fit for purpose and delivered within a reasonable time.

If those guarantees fail you may be entitled to remedies such as repair, replacement, or refund depending on the fault.

Escalation and dispute options

• If you cannot resolve an issue with Now, you can escalate through the provider's customer care channels.
• For unresolved telecommunications disputes you can use the free external Telecommunications Dispute Resolution (TDR) service.
• Now's customer care policy: Now - Customer care policy.

Customer experiences

Positive feedback

Independent reviewers and customer testimonials praise Now for simple plans, transparent pricing, local NZ support and generally good value.

Canstar Blue rated Now highly across customer service, value and network performance in their assessments.

Negative feedback

Online reviews note issues such as billing disputes, variable speeds, hardware reliability and occasionally slow technical resolution.

Platforms like Trustpilot and Reddit include recurring complaints about specific service or billing experiences.

Documentation checklist

What to have ready

• Your Now account number and full name on the account.
• Contact phone number and email address tied to the account.
• Reason for cancellation and desired disconnection date (allow 5 days' notice).

Optional documents

• Recent bill or invoice reference to confirm outstanding charges.
• Equipment details (modem serial number) if you need to arrange returns.
• Proof of identity or address if requested by customer service.

Common mistakes

Avoid these errors

Don’t assume you can cancel through the Now Assist app, App Store or Google Play; these channels do not process cancellations.

Also avoid giving less than the required 5 days' notice - this can delay disconnection and final billing.

Tips to prevent delays

Always confirm the cancellation by phone and ask for a reference number or confirmation email to record the agreed disconnection date.

If posting a written cancellation, follow up with a call to ensure the provider received your letter and processed the request.

Comparative recap

At a glance

Quick takeaway

Now offers competitive monthly pricing and local support, but verify hardware costs and cancellation notice requirements before committing.

Compare contract terms and dispute pathways if you prioritise guarantees or a specific cancellation process.

After cancelling

Follow-up steps

• Keep the cancellation confirmation, final invoice and any reference numbers for your records.
• Return any rented equipment promptly if required to avoid additional charges.
• Monitor your final billing and bank statements for expected credits or charges.

Useful links

Now cancellation information: Now - Cancel account.

Consumer rights and CGA guidance: consumerprotection.govt.nz.

Address

Postal address

PO Box 3033, Hawke's Bay Mail Centre, Napier 4142, New Zealand.

Notes

Posting a written cancellation is possible, but always call customer service to confirm receipt and processing of the cancellation request.

For Now's customer care policy and escalation info see: Now - Customer care policy.