Wondering what a cooling off period is? If you've just signed up
to a brand new broadband service, and you've changed your mind and
wish to cancel, the cooling off period is the amount of time you
have to cancel without incurring costs, before your minimum term
When you take out a broadband service with an ISP, you'll
usually be committing to stay with that ISP for what's known as a
minimum term, in most cases this period lasts for
either 12 or 18 months (you'll be able to see this info in your
As consumers we 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 ISP, the cooling
off period is your chance to change your mind without paying any
nasty early termination fees.
Looking for information on early
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:
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 hers cooling off
BT broadband cooling off period
You may cancel your agreement for the service before the service
start date set out in the service terms. If you do so, BT will not
charge you for the service.
You may cancel your order for any equipment we have provided to
allow you to use the service or for any other equipment you have
requested, up to 10 calendar days after BT deliver it. If you
cancel any order for equipment within this period, you must return
it (undamaged and in its original packaging), following the
instructions on BT's website. BT will refund anything you have
already paid for the equipment. There may be an equipment
EE (Everything Everywhere)
EE Cooling Off Period
May cancel at any time prior to the Start Date
John Lewis broadband
John Lewis cooling off period
You can cancel without penalty before your service start date
(set out in the service terms), by calling customer support on 0800
022 3300 on weekdays between 9am and 5:30pm.
Plusnet cooling Off Period
Customers may cancel at any time before the service start
- 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.
Post Office broadband
Post Office cooling off period
You may cancel Post Ofﬁce Broadband by contacting customer
Services any time up until 4p.m. on the working day before the Post
Ofﬁce Broadband service starts. "Working Day" is defined as any day
other than a Saturday, Sunday or public holiday. The Post Office
will refund any charges except for a new line provision.
Primus cooling Off Period
14 days from the date of the order - cancellations in this
period must be done by email to email@example.com
Sky cooling Off Period
Sky 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.
Sky Phone and Broadband customers: customers may cancel within
10 working days of placing the order with no penalties.
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.
Astra Connect satellite broadband (Europasat)
Astra Connect cooling off period
You may cancel without penalty during the first 14 days from the
service start date.
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.
xln telecom cooling off period
You can cancel within 30 days from the Effective Date, 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
If you are suffering from a bad broadband connection with poor
speeds and would like to switch to a new providert, we can help.
Give our Switching Support Experts a call and we'll advise you of
the most cost-effective way to improve your internet service.