Ending your NOW TV Broadband membership made easy

About NOW TV Broadband

NOW TV Broadband, operated by Sky UK Limited, provides flexible broadband services to UK households without the commitment of lengthy contracts. Launched as part of the NOW brand's no-contract entertainment offerings, this service appeals to consumers who value flexibility and want to avoid being tied into long-term agreements. The service operates across the UK using Openreach infrastructure, which means it's available in most areas where standard broadband connections exist.

What sets NOW TV Broadband apart from traditional providers is its month-to-month approach. This means you're not locked into 12, 18, or 24-month contracts that have become standard across the industry. As a result, you have greater control over your household budget and can switch providers more easily if your circumstances change or if you find a better deal elsewhere.

The service includes a NOW TV Hub router, which is provided when you sign up. This router remains the property of Sky UK Limited, and you'll need to return it if you cancel your service. Understanding this from the outset is important because failure to return equipment can result in additional charges being applied to your account.

NOW TV Broadband operates under UK consumer protection laws, which means you have specific rights regarding cancellation, cooling-off periods, and service quality. These protections exist to ensure fair treatment and give you recourse if things don't work as promised. Therefore, knowing your rights before you need to exercise them puts you in a stronger position as a consumer.

Subscription plans and pricing

NOW TV Broadband offers straightforward pricing structures designed to appeal to budget-conscious consumers. The service typically features standard broadband packages with speeds suitable for everyday internet use, including browsing, streaming, and video calls. Understanding what you're paying for helps you make informed decisions about whether the service continues to meet your needs.

Current broadband packages

The provider offers packages that focus on affordability and simplicity. Standard broadband speeds typically range from 11Mbps average download speeds, which is sufficient for most households with moderate internet usage. This means you can stream standard definition content, browse websites, and use social media without significant issues, though multiple users streaming high-definition content simultaneously may experience some limitations.

Prices may vary depending on promotional offers available at the time of signing up. The monthly rolling contract means you're only committed for 30 days at a time, giving you flexibility that traditional broadband contracts don't offer. In practice, this structure benefits consumers who may be in temporary accommodation, students, or anyone who values the ability to cancel without penalty.

Additional costs to consider

Beyond the monthly subscription fee, you should be aware of potential additional costs. The router is provided on loan, and if you don't return it within the specified timeframe after cancellation, you'll face equipment charges that can reach £50 or more. This is a standard practice across the industry, but it's particularly important with NOW TV Broadband because the equipment must be returned in good working condition.

Line rental is included in the monthly price, which simplifies billing. However, if you require an engineer visit for installation or fault resolution, additional charges may apply depending on the nature of the work required. Understanding these potential costs upfront helps you budget appropriately and avoid unwelcome surprises on your final bill.

Cancellation terms and conditions

Your rights when cancelling NOW TV Broadband are protected by UK consumer law, specifically the Consumer Contracts Regulations 2013 and the Communications Act 2003. These laws exist to ensure you're treated fairly and have clear pathways to end services that no longer meet your needs. Understanding these protections empowers you to take action confidently when the time comes to cancel.

Cooling-off period rights

If you've recently signed up for NOW TV Broadband, you have a 14-day cooling-off period from the date your service begins. This statutory right allows you to cancel without providing any reason and without facing early termination charges. In practice, this means if the service doesn't meet your expectations or your circumstances change unexpectedly, you can exit the contract cleanly within this window.

To exercise your cooling-off rights, you must notify NOW TV in writing before the 14-day period expires. This is where postal cancellation becomes particularly valuable because it provides documented proof of when you submitted your cancellation request. Therefore, sending your cancellation letter via Recorded Delivery ensures you have evidence that your notice was sent within the legal timeframe.

Standard cancellation notice period

After the cooling-off period ends, you can still cancel at any time because NOW TV Broadband operates on monthly rolling contracts. However, you must provide 30 days' notice from the date they receive your cancellation request. This means your service will continue for one full billing cycle after you submit your cancellation notice.

The 30-day notice period is reasonable under UK consumer law for services without minimum contract terms. As a result, you'll continue to be charged for the month following your cancellation request, and you should continue to have access to the service during this time. Understanding this helps you plan your cancellation timing to avoid paying for service you don't need.

Equipment return requirements

Returning the NOW TV Hub router is a mandatory part of the cancellation process. You must return the equipment within 14 days of your service ending, or you'll face charges for unreturned equipment. The router should be returned in its original packaging if possible, though this isn't strictly required provided the equipment is adequately protected during transit.

Sky UK Limited should provide return instructions and may send a prepaid returns label. However, if this doesn't arrive promptly, you should contact them to request it rather than delaying the return. In practice, keeping proof of postage when you return equipment protects you from disputes about whether items were returned on time.

Final billing and refunds

Your final bill will be calculated based on the service you've used up to the cancellation date. If you've paid in advance and your cancellation becomes effective mid-billing cycle, you should receive a pro-rata refund for unused service. This means you shouldn't pay for days when you no longer have access to the broadband connection.

However, refunds can take several weeks to process, and they're typically returned using the same payment method you used for your monthly bills. Therefore, keeping your payment details active until you've received any refunds due prevents complications. If equipment charges are applied because of late or non-returned items, these will be deducted from any refund owed or charged separately.

How to cancel NOW TV Broadband by post

Cancelling by post remains the most reliable method for protecting your consumer rights. Written cancellation creates an indisputable paper trail that proves when you submitted your request and what you asked for. This documentation becomes invaluable if disputes arise about cancellation dates, notice periods, or whether you properly requested service termination.

Why postal cancellation protects you

Phone cancellations rely on verbal agreements and the provider's internal record-keeping, which can be inconsistent or incomplete. Online cancellation portals may have technical issues, unclear confirmation processes, or terms buried in multiple clicks. In contrast, postal cancellation gives you physical proof of your request that exists independently of the provider's systems.

Under UK law, written notice sent by post is considered received when it would arrive in the ordinary course of post. This means a letter sent via Recorded Delivery is deemed received when Royal Mail confirms delivery, regardless of whether the company's staff immediately process it. Therefore, you're protected from delays in the provider's internal administration affecting your cancellation timeline.

Recorded Delivery provides tracking information and proof of delivery that standard post doesn't offer. This service costs approximately £1.85 and gives you a reference number to track your letter's progress. As a result, you can confirm exactly when your cancellation notice was delivered, which is crucial for calculating when your 30-day notice period ends.

Essential information for your cancellation letter

Your cancellation letter must include specific information to be processed efficiently. Start with your full name exactly as it appears on your NOW TV Broadband account, along with your complete service address including postcode. This ensures the provider can immediately identify your account without delays or confusion.

Include your account number or customer reference number, which appears on your bills and correspondence. This unique identifier helps the provider locate your account quickly in their systems. Additionally, state clearly that you're requesting cancellation of your NOW TV Broadband service and specify the date you're sending the letter.

Request written confirmation of your cancellation, including the date your service will end and instructions for returning equipment. This confirmation serves as additional documentation for your records. Also ask for confirmation that no further charges will be applied after your cancellation date, except for any outstanding balance or equipment charges if applicable.

Provide a contact telephone number and email address where they can reach you regarding your cancellation. This facilitates communication about equipment returns and final billing without requiring you to chase them for information. In practice, making yourself accessible speeds up the process while maintaining your paper trail protection.

Where to send your cancellation letter

Send your cancellation letter to the correct postal address for NOW TV Broadband customer services. Using the right address ensures your letter reaches the appropriate department without internal forwarding delays that could affect your cancellation timeline. The official postal address for NOW TV Broadband cancellations is:

• NOW TV
• Customer Services
• PO Box 43
• Livingston
• EH54 7DD
• United Kingdom

Always use Recorded Delivery when sending cancellation letters to this address. The small additional cost provides significant protection by creating legally recognised proof of when your notice was delivered. Keep your proof of postage receipt and tracking number safely until your cancellation is complete and any refunds have been processed.

Using Postclic for reliable cancellation

Services like Postclic streamline the postal cancellation process while maintaining all the legal protections of traditional post. Postclic allows you to create your cancellation letter digitally, then handles printing, envelope preparation, and posting via Tracked 24 or Recorded Delivery on your behalf. This means you get the reliability of postal cancellation without the inconvenience of physically visiting a post office.

The service provides digital proof of postage and tracking information, which you can access online at any time. This is particularly useful if you need to reference your cancellation date or prove when notice was given. As a result, you combine modern convenience with traditional legal protections, ensuring your cancellation is handled properly while saving time.

Postclic also formats your letter professionally and ensures all necessary information is included, reducing the risk of processing delays due to missing details. For consumers who feel uncertain about what to include in a cancellation letter, this guidance proves invaluable. The service typically costs less than £5 including postage, which represents good value for the peace of mind and time saved.

Timeline and what to expect

Once your cancellation letter is delivered, NOW TV should process it within a few working days. Your 30-day notice period begins from the date they receive your letter, not from when they process it. Therefore, using Recorded Delivery's proof of delivery date protects you from any internal processing delays affecting your cancellation timeline.

You should receive written confirmation of your cancellation within 7-10 working days. This confirmation will specify when your service ends and provide instructions for returning equipment. If you don't receive confirmation within two weeks, send a follow-up letter referencing your original cancellation request and including your Recorded Delivery tracking number as proof.

Approximately 14 days before your service ends, you should receive equipment return instructions and potentially a prepaid returns label. Return the NOW TV Hub router promptly to avoid charges. Your service will remain active until the end of your notice period, so you can continue using your broadband connection during this time.

Common reasons for cancellation delays

Delays sometimes occur if your letter lacks essential information like your account number or service address. This is why including all relevant details in your initial letter is crucial. Missing information means the provider must contact you for clarification, which extends the timeline and creates additional correspondence.

Internal processing backlogs can also cause delays, particularly during busy periods. However, your cancellation date is protected because it's calculated from when your letter was received, not when it was processed. This means administrative delays don't extend your notice period or result in additional charges provided you can prove when your letter was delivered.

Equipment return issues represent another common complication. If you don't return the router within the specified timeframe, your account may be flagged for equipment charges, which delays final billing and refund processing. Therefore, treating equipment return as a priority prevents unnecessary complications during the cancellation process.

Customer reviews and tips

Understanding other customers' experiences helps you anticipate potential issues and prepare accordingly. Reviews of NOW TV Broadband cancellation processes reveal common themes that can inform your approach and help you avoid typical pitfalls.

Common reasons people cancel

Many customers cancel NOW TV Broadband when moving house, particularly if they're relocating to an area where faster fibre services are available at competitive prices. The 11Mbps average speed, while adequate for basic use, doesn't meet the needs of households with multiple users streaming high-definition content simultaneously. As a result, customers often upgrade to faster services once they're available in their area.

Financial considerations also drive cancellations. While NOW TV Broadband offers flexibility, other providers occasionally offer promotional deals for new customers that include faster speeds at similar or lower prices. Consumers exercising their right to seek better value represent a significant portion of cancellations, which is entirely reasonable and protected by your consumer rights.

Service reliability issues prompt some cancellations. Customers report occasional connection drops or speed inconsistencies that affect their ability to work from home or stream entertainment reliably. When technical support doesn't resolve these issues satisfactorily, cancellation becomes the appropriate response. In practice, you shouldn't feel obligated to continue paying for service that doesn't meet reasonable quality standards.

Customer experiences with cancellation

Reviews indicate that postal cancellation generally processes smoothly when customers include all necessary information and use tracked delivery methods. Customers who sent cancellation requests via standard post sometimes experienced disputes about whether their letter was received or when it arrived, highlighting why Recorded Delivery is worth the small additional cost.

Equipment return receives mixed reviews. Some customers report receiving return labels promptly and experiencing no issues, while others describe delays in receiving return instructions or disputes about whether equipment was returned on time. This inconsistency emphasises the importance of keeping proof of postage when returning equipment and not delaying the return even if official instructions arrive late.

Final billing generally processes correctly, though refunds can take 4-6 weeks to appear. Some customers report being charged for equipment despite returning it within the specified timeframe, though these charges were typically reversed after providing proof of return. Therefore, keeping all documentation related to equipment returns protects you from unjustified charges.

Expert tips for smooth cancellation

Send your cancellation letter at least 35 days before you need service to end. This gives you a buffer beyond the 30-day notice period to accommodate any processing delays or complications. In practice, this forward planning prevents situations where you're paying for overlapping services if you're switching to a new provider.

Photograph the NOW TV Hub router and its packaging before returning it. These images provide evidence of the equipment's condition if disputes arise about damage or missing items. Additionally, weigh the package and note the weight on your proof of postage, as this can help verify that you returned the actual equipment rather than an empty box.

Keep copies of everything: your cancellation letter, proof of postage, tracking information, confirmation from NOW TV, and proof of equipment return. Store these documents together in a dedicated folder, either physical or digital. This organised approach means you can quickly access evidence if any disputes arise about your cancellation.

Check your bank statements for at least two months after your cancellation date to ensure no unexpected charges appear. Direct debits sometimes continue due to administrative errors, and catching these quickly makes resolution easier. If unauthorised charges appear, contact your bank immediately to dispute them while also contacting NOW TV in writing.

Understanding your consumer rights

The Consumer Rights Act 2015 protects you when services don't meet expected standards. If NOW TV Broadband consistently fails to deliver the speeds advertised or experiences frequent outages, you may have grounds for early cancellation without penalty. This right exists independently of the standard cancellation terms and provides additional protection when service quality is inadequate.

Under the Communications Act 2003, broadband providers must handle complaints fairly and escalate unresolved issues to their Alternative Dispute Resolution scheme. For NOW TV, this is Ombudsman Services: Communications. If your cancellation isn't processed correctly or you face unjustified charges, you can escalate your complaint to this independent body after eight weeks or if you receive a deadlock letter from NOW TV.

Distance Selling Regulations protect you when signing up for services remotely, which applies to most NOW TV Broadband customers. These regulations reinforce your 14-day cooling-off period and require clear information about cancellation procedures. Therefore, if cancellation terms weren't properly explained when you signed up, you may have additional grounds for complaint if issues arise.

Final considerations before cancelling

Before finalising your cancellation, ensure you have alternative internet arrangements in place if you need continuous connectivity. Broadband switches don't always happen instantaneously, and gaps in service can occur. Planning your cancellation timing around your new service activation prevents periods without internet access that could affect work or essential online activities.

Review your final bill carefully when it arrives. Check that you're only charged for service up to your cancellation date and that any pro-rata refunds are correctly calculated. If equipment charges appear, verify they're justified based on your return documentation. Don't hesitate to challenge incorrect charges in writing, providing evidence to support your position.

Remember that cancelling NOW TV Broadband doesn't affect other NOW services you might have, such as NOW TV entertainment passes. These are separate subscriptions managed independently. However, if you have bundle discounts that depend on having broadband service, cancelling may affect pricing for your remaining services. Therefore, review all your NOW subscriptions before proceeding to understand the full financial impact of cancellation.