Cancel your broadband with no exit fee: Sky, Virgin, BT, EE & more

Are you trying to cancel your broadband?

From hard-to-find support lines to high cancellation fees, it can feel like an uphill battle!

We’ve created this ultimate guide to cancelling your broadband – find information on how to cancel a broadband contract with the UK’s biggest providers without penalty, including Sky, Virgin Media and BT broadband.

On this page:

• Reasons to change your broadband provider
• Cancel your broadband without exit fees
• What is the broadband cooling-off period?
• How to cancel Openreach broadband
• How to cancel Sky broadband
• How to cancel EE broadband
• How to cancel BT broadband
• How to cancel Now broadband
• How to cancel Virgin Media broadband
• How to cancel Hyperoptic broadband
• How to cancel G.Network broadband
• Find contact details for your provider

 

Reasons to change your broadband provider

The best time to switch broadband is usually when your contract ends. However, there are many situations where you might want to consider switching:

 

Reason 1: You’re getting a better deal

Many broadband providers save their best deals for new customers. If your welcome offer has ended, you could save on your bills by switching to another provider. Which? found that the average broadband customer saved £92 by switching broadband providers, and BT customers saved an average of £127!

Want to save on broadband? Sign up to Please Connect Me for expert advice and exclusive offers on Sky, Virgin Media and more!

 

Reason 2: Poor customer service

For some customers, cancelling a broadband contract is a response to receiving bad service. This could be the connection itself, with problems like low speed or an unstable connection being common reasons for switching to another provider.

It could also be issues with the customer service from the provider’s support team. An unhelpful technician visit or trouble getting answers from a call centre conversation is the reason some decide to leave their current provider. Sometimes, enough is enough!

 

Reason 3: You’re moving home

Tell your broadband provider when you move home so that it can disconnect your current service. This leaves the line free for new residents to set up their own packages.

Depending on which providers are available at your new address, you’ll have the option to transfer your current package or end your contract and change networks.

Moving home? Please Connect Me can set up all your utilities for free – and save you up to £397 a year!

 

Reason 4: You’re looking for faster speeds

If your current internet package has you struggling with slow downloads, another provider might offer higher speeds. This is particularly true if you switch from a DSL or ADSL connection to a fibre line, or if you upgrade from FTTC to FTTP fibre.

Read more about broadband infrastructure in the UK  

 

Cancel your broadband without exit fees

If you cancel your broadband contract within the minimum contract period, you will usually have to pay an early exit charge. Your early exit charge is calculated based on the number of months left in the initial contract and varies by provider.

The minimum contract period is agreed on at the beginning of any new broadband contract. It usually lasts 12, 18 or 24 months. Early exit fees are frustrating, especially if you’re cancelling for reasons out of your control.

However, you may be legally entitled to cancel your broadband contract without an exit fee if:

• You’re leaving during the cooling-off period (usually a 14-day period)
• Your provider does not deliver its promised minimum speeds
• You’re moving out of your provider’s service area
• Your contract is expiring

 

You’re leaving during the cooling-off period

Another simple way to cancel your broadband without paying an exit fee is to leave during your initial cooling-off period (more on that below), which is a usually 14-day period from when you signed up.

Your provider does not deliver its minimum speeds

Many broadband providers offer a minimum speed guarantee. This is a policy designed to protect customers if their internet download speeds are unacceptably low. Your broadband contract will include the minimum speed your connection should not fall below, as well as your provider’s policies if it does. Depending on your package, if your broadband speed falls below this and your provider is unable to fix it you may be able to leave your contract without penalty. You can check your current broadband speed here.

Read more on how to complain to your broadband provider.

 

You’re moving out of your provider’s service area

Your broadband provider will usually expect you to transfer your ongoing contract to your new home if you move house, and charge you an exit fee if you decide to end the contract instead.

Some providers, however, including Sky, EE and Virgin Media, include an exception to this in their contracts.

These providers let customers who are moving outside of their service area exit without penalty, including those leaving the UK. You’ll simply need to inform your provider why you’re cancelling and provide proof of your new address.

 

Your contract is expiring

For those with only a few months left on their contract and no urgent reason to leave, waiting until the end of the minimum commitment period is the easiest way to avoid an early termination fee.

  

What is the broadband cooling-off period?

At the beginning of every broadband contract is a ‘cooling-off period’. This is the time at the start of your contract during which you can cancel your broadband without any exit penalty. The cooling-off period is usually 14 days but can be longer, depending on the provider. The details of your specific cooling-off period will be included in the terms of your broadband contract.

Your cooling-off period is the easiest time to cancel your broadband without penalty. When you set up a new router, spend the first few days testing the limits of the service and seeing if there are any problems. If you’re unhappy with your plan, reach out to your provider directly to cancel. You can use the same contact details that we’ve provided for cancellation.

Cooling-off periods do not apply to contracts signed in person. However, it’s worth contacting the provider to explain your situation – they may still let you concal for free.

Before you cancel

Cancellation terms vary between providers, so it’s best to review your contract terms before making a move to avoid unexpected fees.

 

      

How to cancel Openreach Broadband

The Openreach network is the UK’s largest and most popular internet infrastructure. Openreach infrastructure is used by providers including Sky, EE, BT, Now, TalkTalk, Plusnet, Vodafone and Utility Warehouse, plus many more.

The Openreach network offers ‘One Touch’ switching. That means that if you place an order with a new Openreach provider, your old Openreach contract will be automatically cancelled. For example, if you’re an EE customer, placing an order for Sky broadband will automatically end your EE contract, effective from the day your new service goes live. You can read more about Openreach’s ‘One-Touch’ switches here.

If you’re switching to a provider that uses a different network, including Virgin Media and FTTP providers like Hyperoptic, you’ll need to reach out to your current provider directly. Two connections with different infrastructure can be live at once, so if you don’t cancel you’ll end up paying for two broadband contracts at the same time!

You’ll also need to contact your current provider if you’re moving to a new address. You’ll have the option to transfer your existing service or end your contract and change providers. You can often save £100s of pounds by switching providers, but be cautious when cancelling.

If you are still within your minimum contract you may be asked to pay an exit fee when you switch providers. We’ve outlined the cancellation policies of the UK’s most popular Openreach providers below, as well as our top tips for cancelling without an exit fee.

 

How to cancel Sky Broadband 

Sky requires 14 days’ notice to end your broadband contract. You can request your account be closed through your online My Sky account, or reach out to the Sky support team by phone on 0333 7591758.

If you are within your minimum contract term, you’ll be asked to pay an exit fee to leave your contract.

This is calculated as your monthly charge, less VAT, minus the monthly charges Sky saves through your early cancellation. A small early payment discount is applied, then this total is multiplied by the months remaining and VAT is added back on. The final total is around 60% of your monthly charge for each month remaining in your contract.

You can see Sky’s complete cancellation fees document here.

 

How to cancel Sky broadband without an exit fee

There are several situations in which you can cancel Sky broadband without an exit fee.

• If you are within your initial 2-week cooling-off period, you can cancel at any time and for any reason.
• Once your minimum contract period has ended you can also cancel at any time without penalty.
• When moving to another property, you’ll be expected to transfer any ongoing Sky contracts to your new address. However, if you’re moving outside of the Openreach service area you can exit without penalty.

 

How to cancel EE broadband

EE requires 14 days’ notice to cancel your broadband plan. You can reach their support team to cancel by phone on 0800 079 0544.

If you are within your minimum contract term, you’ll be asked to pay an exit fee to leave your contract.

This is calculated as your monthly charge, less VAT, minus the monthly charges EE are saving by your early cancellation. A 4% early payment discount is applied, then this total is multiplied by the months remaining and VAT is added back on. The final total is around 40-60% of your monthly charge for each month remaining in your contract.

You can see EE’s complete cancellation fees document here.

 

How to cancel EE broadband without an exit fee

Like Sky, there are a few ways to leave EE broadband without paying the exit fee.

• If you are within your initial 2-week cooling-off period, you can cancel at any time and for any reason.
• Once your minimum contract period has ended you can also cancel at any time without penalty.
• Again like Sky, EE requires you to transfer your active contract when moving home if possible or pay an exit fee. However, if you move outside of the Openreach service area you’ll be able to end your contract without penalty.

 

How to cancel BT broadband  

BT requires 30 days’ notice to end your broadband contract. You can reach their support team by phone on 0800 783 1401.

If you are still within the minimum contract term with BT broadband – usually 24 months – you will have to pay an exit fee to end your contract early.

BT calculates its fees similarly to other broadband providers. Your monthly payment is discounted by BT’s savings from ending the contract early, plus a 1% early payment discount. This total is then multiplied by the number of months remaining in your contract.

The final total is usually around 60% of your monthly payment, multiplied by the months remaining in your contract.

Read more on how BT calculates exit fees.

 

How to cancel Now broadband

Now broadband requires 30 days’ notice to end your broadband contract. You can contact their support team to end your contract by phone on 03300 412473.

Like other providers, Now Broadband charges an exit fee if you end your contract during your minimum contract agreement.

The current exit fees for broadband are:

• Super Fibre: £18.32 for each month remaining in your contract.
• Fab Fibre: £16.69 for each month remaining in your contract.
• Brilliant Broadband: £16.57 for each month remaining in your contract.

Read more about Now Broadband’s cancellation fees here.

 

How to cancel Virgin Media Broadband 

Virgin Media uses its own independent infrastructure for broadband. Virgin don’t share a network with any other companies in the way that Openreach providers such as Sky and BT do. This means if you want to cancel your Virgin Media service you’ll need to contact its support team directly, even if you’re switching to another provider.

 

How to cancel Virgin Media Broadband if you’re out of contract 

Cancelling Virgin Media is simple if your minimum contract period has expired.

You can contact the Virgin Media support team on 0345 454 1111 and let them know you’d like to cancel. You’ll need to give 30 days’ notice of your cancellation date.

Once you’re out of contract, Virgin Media has to end your contract when you request it, but they may offer you a discount or free gift to tempt you to stay. Before you call to cancel, have the details of the provider you want to switch to handy to check if you’ll be getting a better offer.

If you would prefer, you can also give notice and request to cancel your service by post. To do so, you need to send a letter including your address, account number, full name and telephone contact number to Virgin Media, Sunderland SR43 4AA.

Virgin Media advises that it is much quicker to handle the cancellation over the phone.

 

How to cancel Virgin Media Broadband while under contract – without a cancellation fee 

If you’re still within your minimum contract period, usually 18 months, then you’ll normally have to pay an early cancellation fee to end your contract.

Your exit fee can vary depending on the specifics of your contract, but it will usually be around 60% of your monthly charge for each month remaining on your contract.

For example: You pay £25 a month for broadband and have four months left in the minimum term of your contract. When you call to cancel, you’re asked to pay an exit fee of £60.

As mentioned earlier in this article, there are some situations in which you can avoid this exit fee:

• If your internet speed is below your minimum download speed
• If Virgin Media is unavailable in your new home
• If you’re transferring your contract to a new home

 

If your internet speed is below your minimum download speed

When you set up a broadband package with Virgin Media, a ‘minimum download speed’ will be included in the terms and conditions. If your internet speed falls below this on three consecutive days and they can’t fix the problem within 30 days, you will be able to exit your contract without penalty. You can check your current broadband speed here.

You can read all the details of Virgin Media a ‘minimum download speed’ policy here

 

If Virgin Media is unavailable in your new home

Since the 17th of June 2022, you no longer have to pay an exit fee if you move outside of Virgin Media’s service area during your contract.

While the standard exit fee will apply initially, when you provide Virgin Media with proof of your new address they will issue you a refund. While slightly fiddly, this system is a big improvement on Virgin Media’s pre-2022 policy, which was that if you left the service area you will be charged the full exit fee.

 

If you’re transferring your contract to a new home

If you are moving with a few months left on your contract, you’ll usually be better off transferring your broadband to a new property. There’s a one-off £20 transfer fee to do this, after which you can wait until the end of your minimum commitment period to change provider.

If you’re happy with Virgin Media’s service but the price has increased, calling up and threatening to switch to another provider can be a way to secure a discount on a new contract. Just make sure you have another provider ready to switch if Virgin Media calls your bluff!

 

How to cancel Hyperoptic Broadband 

Like Virgin Media, Hyperoptic operates its own private broadband infrastructure. To cancel a Hyperoptic contract, you’ll need to reach out to the support team directly. You can do this by phone at 0333 332 1111 or email at support@hyperoptic.com.

Hyperoptic requires 30 days’ notice of cancellation. This is the same regardless of if you’re on a 24-month, 12-month or monthly rolling contract.

If you’re still within the minimum terms of your contract, you’ll be asked to pay an exit fee – this is usually £20 for each month of service remaining on your contract.

Read more about Hyperoptic’s exit policies here.

 

How to cancel G.Network Broadband

G.Network is a smaller broadband provider focused on providing FTTP broadband in London. You need to give 30 days’ notice to cancel your broadband contract.

You can contact the G.Network cancellation team by phone at (0)203 909 4555 or by email at support@g.network.

If you’re a G.Network customer, you can cancel your contract without penalty during the first 14 days of your contract – your cooling-off period.

Otherwise, to end your broadband contract before the end of your minimum contract commitment you will have to pay the full outstanding charges for the remainder of the contract. Once the minimum commitment period has ended, you can exit without charge by giving 30 days’ notice.

 

How to contact your broadband provider to cancel

 Find the best contact methods and notice period required by your broadband provider below. 

Provider	Best Contact Method	Other Contact Methods	Notice Period
Sky	Live chat through your Sky account.	by phone: 03337591758	14 Days
EE	by phone: 0800 079 0544		14 Days
BT	by phone: 0800 783 1401		30 Days
Now TV Broadband	by phone: 03300 412473	by email: updatemyaccount@nowtv.com	30 Days
Virgin Media	by phone: 0345 454 1111	Post: Virgin Media, Sunderland SR43 4AA	30 Days
Hyperoptic	by phone: 0333 332 1111	by email: support@hyperoptic.com	30 Days
G.Network	by phone: (0) 203 909 4555	by email: support@g.network	30 Days
Talk Talk	Live Chat	by phone: 0345 172 0088	30 Days
Plusnet	by phone: 0800 432 0200	by post: Plusnet plc, The Balance, 2 Pinfold St. Sheffield, S1 2GU	14 Days

Cancellation fees, notice periods and contact details are correct at the time of publishing, always check with your provider.

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