Cooling off periods offer customers offer customers a short
amount of time to cancel their contract completely in the first few
days of their subscription. The length and start date of a cooling
off period will vary between suppliers, however every provider is
required to offer one.
For a better chance of moving to the right deal
right away, why not speak to one of our broadband advisors about
the best package available in your area. Just call 0800 542
4704 today for more information.
When you take out a broadband service with a new network, you'll
usually be committing to stay with that provider for what's known
as a minimum term. In most cases this period
lasts for either 12 or 18 months, however the exact length of your
contact will be clearly stated on your confirmation email or
letter.
As a consumers you have a right to cancel new contracts before
the minimum term kicks in, so whether your circumstances have
changed or you've spotted a better deal from a different provider,
the cooling off period is your chance to change your mind without
paying any early termination fees.
How to make use of your cooling off period
- Check below what the cooling off period is for your ISP, and
make sure you're still within it
- Some ISPs will allow you to cancel by calling the customer
service department, while others will require you to write to a
specific department and formally request cancellation
- If the ISP had to pay an initial amount to get you connected,
for example if they paid for your new phone line to be installed,
or provided expensive equipment, you may have to pay a fee to cover
their costs. This is not the same as an early termination fee
- If you're no longer within your cooling off period and wish to
cancel your service during your minimum term contract, please read
our guide on avoiding early termination fees
ISP cooling off periods:
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3 Mobile
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Three 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 waved his or her cooling off period.
Click here for more information about 3's offers and
packages
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BT
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BT broadband cooling off period
Any service from BT can be cancelled up to 14 calendar days
after the day the network accepts your order. Any equipment that
has already been sent out must be returned and you will only be
charged for the service you used. However, you will also need to
pay any activation fees involved, even if they were advertised as
free as a condition of you keeping the contract.
Click here for more information about BT's offers and
packages
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EE (Everything Everywhere)
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EE Cooling Off Period
Broadband customers are given a seven day cooling off period to
return any equipment and cancel their plan. Any postage costs of
returning an item will not be covered by EE and will have to be
paid by the customer.
Click here for more information about EE's offers and
packages
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John Lewis broadband
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John Lewis cooling off period
You can cancel your service anytime up to 14 calendar days after
your order is accepted by John Lewis. Any equipment sent out will
need to be returned and you will be charged for the service you
were able to use before cancellation. You will also need to pay any
installation, connection or activation charges, even if they were
advertised as free as a condition of taking out the full
service.
Click here for more information about
John Lewis's offers and packages
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Plusnet
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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.
Click here for more information about Plusnet's
offers and packages
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Sky
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Sky cooling Off Period
Sky customers have 8 days to cancel their contract from the date
their installation is completed if they are not happy with their
new service. Any services used will need to be paid for and all
supplied Sky equipment will need to be returned. Customers will
also not receive any refund for any one-off fees, such as
activation or set up services.
Click here for more information about Sky's offers and
packages
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TalkTalk
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TalkTalk Cooling Off Period
TalkTalk customers have the right to a 10 day cooling off
period, which starts after the order has been placed. At any time
during this period customers can contact TalkTalk and have their
order cancelled completely. Any equipment will need to be returned
to the provider immediately.
Click here for more information about TalkTalk's
offers and packages
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Astra Connect satellite broadband (Europasat)
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Astra Connect cooling off period
Customers have the right to cancel their contract at any time up
to 14 days after their equipment is delivered. Cancellations must
be given in writing and the customer will still be required to pay
for any services used as well as the cost of returning the
equipment to the provider.
Click here for more information about Astra
Connect's offers and packages
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Virgin Media
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Virgin Media cooling off period
Virgin Media customers have 7 working days from the date their
order is accepted to completely cancel their services. There will
be no charge to any customers cancelling during this period.
Click here for more information about Virgin
Media's offers and packages
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xln telecom
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xln telecom cooling off period
You can cancel within 30 days from the date your services went
live, if XLN agree that a competitor's tariff is cheaper overall
and they cannot match it. If you cancel within 30 days from the
service start date, you will not have to pay a cancellation fee,
but there may be charges for additional services you received
during the initial 30 day period.
Click here for more information about XLN's
offers and packages
Switch to a better deal today
If you're considering moving to a better broadband deal, why not
try giving our team of experts a call on 0800 542
4704. We'll search through thousands of packages and
offers to find the perfect one for you and your household, offering
you a better chance of moving to a broadband service you can really
rely on.
