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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 July 16, 2014 at 12:30 PM
FAQs
Broadband
What is a broadband cooling off period?

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:

3 Mobile

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

BT

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

EE (Everything Everywhere)

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

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

Astra Connect satellite broadband (Europasat)

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

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

xln telecom

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.

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