Thinking about leaving your current broadband provider for a
different supplier? Before you sign up to a new broadband deal or
digital bundle, make sure you're aware of any early termination
fees that may apply if you are still within your initial contract
period.
What are cooling off periods?
Each internet provider is legally obliged to offer a cooling off
period . This is a fixed term at the beginning of the contract
where you can cancel without penalty. Cooling off periods, like
termination fees, vary from provider to provider so it's important
to know where you stand.
In this handy guide, you will find out what the main UK
broadband providers' cooling off periods and termination fees are.
But just to be on the safe side, you should always check your own
contract as these details may change over time.
Click on a provider logo to find out more:
Primus
Cooling Off Period
14 days from the date of the order - cancellations in this
period must be done by email to savers@primustel.co.uk
Early Termination Fees
The fixed broadband package monthly fee times the number of
months remaining in the initial term of the contract. Termination
of the contract is to be given in writing with a 30 days notice
period.
Plusnet 
Cooling Off Period
Customers may cancel at any time before the service start
date.
- For broadband, if line speed (after the initial 10 days) is
lower than the estimate range quoted by Plusnet you may cancel
within the first 90 days of the contract without paying an early
termination fee. This is also subject to Plusnet making
improvements where possible.
- Fibre optic broadband customers may cancel at any time before
the service start date but will be liable for costs relating to
installation of any equipment for fibre services.
Early Termination Fees
Customers must give 10 days written notice to terminate a
contract. There are charges for early termination relating to the
set up of the services and any hardware provided. These are as
follows:
For broadband only
customers:
|
Service |
Charge |
|
Set up charge |
£25 |
|
4 port wireless router |
£40 or |
|
1 port wireless router |
£20 |
|
Cessation charge |
£30 |
For fibre optic broadband
customers:
|
Service |
Charge |
|
Fibre set up |
£50 |
|
Fibre router |
£40 |
|
Cessation charge |
£30 |
All prices correct as of
20/05/2013
EE (Everything Everywhere)
Cooling Off Period
May cancel at any time prior to the Start Date
Early Termination Fees
The monthly cost of the basic broadband package (i.e. not
including any additional costs such as calls) times the number of
months remaining in the initial term of the contract. Cancellation
must be done by calling EE Customer Support by giving 14 days
notice.
Virgin Media 
Cooling Off Period
There is no expressed cooling off period in their terms and
conditions. However, there is a 28 day money back guarantee. If
customers are not satisfied they may cancel within 28 days of
service activation and Virgin Media will refund the first month's
cost and any installation charge. The customer will still be liable
to pay for call charges, movies, pay-per-view Virgin TV on demand
events, interactive services and games, additional/premium channels
or any upgrades ordered after installation.
Early Termination Fees
30 days notice must be given for cancelling the contract, in
accordance to the methods outlined in the customer's Welcome Pack
or the section found when the customer logs onto his 'My Virgin
Media' account on the website.
- The final termination fee is calculated as a specific early
disconnection fee per service that the customer has with Virgin
Media. These are as follows:
Home phone services:
|
Service |
Charge |
|
M |
£4 |
|
L |
£4 |
|
XL |
£4 |
Broadband services:
|
Service |
Charge |
|
S |
£5 |
|
M |
£5 |
|
L |
£9 |
|
XL |
£15 |
|
XXL |
£20 |
TV services:
|
Service |
Charge |
|
M |
£0 |
|
M+ |
£5 |
|
L |
£8 |
|
XL |
£15 |
All prices correct as of
20/05/2013
TalkTalk 
Cooling Off Period
Customers may cancel within 10 days after the order date with no
penalties, as stated in TalkTalk's code of practice.
- Customers may cancel at any time up to 7 working days after
receiving the terms and conditions for any service or up to but not
including, the date TalkTalk's supply of that service to the
customer commences. If sooner ("Trial Period") provided that the
customer notifies TalkTalk in writing of such cancellation within
the Trial Period.
- Both the terms and conditions and code of practice agree that
there are no penalties if the customer cancels the day before his
or her 'go live' date.
Early Termination Fees
Early termination charges are calculated according to the
charges below times the amount of months remaining on the initial
term of contract.
|
Product |
Charge |
|
Talk Talk Phone only Customer |
£3 x no. of months remaining |
|
Talk Talk Broadband and Phone Customer not on Talk Talk Plus |
£8 x no. of months remaining |
|
Talk Talk Broadband and Phone Customer taking Talk Talk Plus |
£13.50 x no. of months remaining |
All prices correct as of
20/05/2013
- To terminate a call package, 15 days written notice must be
given.
- To end a line rental package, 30 days written notice must be
given.
- To end a boost, at least 48 hours prior the end of the 30 day
billing cycle notice must be given.
- To terminate a broadband service, 30 days written notice must
be given.
NOTE: While TalkTalk requests written notice,
point 10.5 of its terms and conditions state that the customer may
call the Customer Service Team to cancel.
3 Mobile 
Cooling Off Period
Customers may cancel within 14 days of receiving the Mobile
Dongle but must return the goods in an 'as new' condition. If the
dongle is used for 3 consecutive days during this period, the
customer is deemed to have waivered his or hers cooling off
period.
Early Termination Fees
30 days notice must be given for early cancellation. Notice must
be given to Three Customer Services (terms and conditions do not
state if this is by writing or calling). The early cancellation fee
is the monthly package fee times the months remaining in the
customer's initial term.
Tesco 
Cooling Off Period
May cancel up until 10am on the working day before the 'Go-Live'
date with no penalties.
Early Termination Fees
Early termination fee is the monthly package cost times the
months remaining in the initial term, minus the costs which will no
longer be incurred by Tesco for providing the services.
- Terms and Conditions state that a customer may cancel his
contract at any time and no notice period is expressed. Notice can
be given by contacting Tesco, including calling its Customer
Services.
Sky 
Cooling Off Period
TV customers: there is a 28 day cooling off period after
installation. Customer will still be liable for the cost of the
service but not subject to an early termination fee.
- Phone and Broadband customers: customers may cancel within 10
working days of placing the order with no penalties.
Early Termination Fees
- Early termination fee is the monthly package cost times the
months remaining in the initial term, minus the costs which will no
longer be incurred by Sky for providing the services. 31 days
notice is to be given by email, fax, writing or contacting Sky
Customer Services.
If you have any questions about the cooling off periods or
termination fees for a particular broadband supplier, give our
customer service team a call on the number at the top of your
screen. They will be more than happy to answer any questions you
may have.
