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What is a broadband cooling off period?

A cooling off period gives you a little time to cancel your contract should you have a change of circumstances or just a change of mind. Read our handy guide to find out more about the cooling off period for some of the UK’s top providers.

By on September 14, 2017 at 12:30 PM
FAQs
Broadband
What is a broadband cooling off period?

Cooling off periods 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, you may have to pay an early termination fee. Check with your ISP to find out more.

ISP cooling off periods:

BT Broadband

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

John Lewis broadband

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

Plusnet

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

Sky

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

TalkTalk

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

Virgin Media

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

 

Switch to a better deal today

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