Cancel my NOW Broadband package.

[Anonymous User]

How do people cancel their NOW Broadband packages. My contract with NOW Broadband was supposed to have ended on the 20th July, but I was charged £43 that very same day. The website is no help, you just go round in circles, clicking link after link, and getting nowhere. Live chat link failed to work. This is very annoying and frustrating. I want to cancel my membership, and get my £43 pound refunded. What is the best course of action please?

Thanks

[schnapps · Accepted solution]

Hi @Anonymous User 

Did you switch to another ISP who uses the BT Openreach (not FTTP) ? 

If so the cancellation should be automatic, but depending on the switch over date you may find that you pay another month upfront to your previous ISP which will normally be refunded on your account (may take up to 30 days from my experience when I left BT).

The refund value would normally be pro-rata on how many days you had remaining compared to the switch date with your new ISP.

If you are moving to Virgin or going onto FTTP for example or don't want the internet anymore then you need to phone the NOW Broadband Team. 

There is some information in this linked article below about how do you cancel Broadband.

https://help.nowtv.com/article/how-do-i-cancel-broadband 

Maybe drop the NOW Broadband Team a message using the web form in the link page below or give them a call about the refund and when it may be due.

Edit - Use this link below to reach out to the NOW Broadband Team.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

[Anonymous User]

Hello schnapps,

Thank you for the reply and advice. I have just switched from NOW Broadband to Plusnet. I was under the impression that I didn't have to call NOW Broadband to cancel, (except if going to Virgin Media, which I am not). and that Plusnet would sort out all of the changeover details. I planned the swap over to Plusnet to take place on the exact same day as my NOW Broadband contract finished (20th July). I've just discovered that NOW Broadband took out a payment on that very same day. I will try to get a refund of the £43 that they took, or at least make sure that no further payments are taken.

Thanks again for your reply and help. You have also helped me with other queries that I've had during my time with NOW Broadband, which I am grateful for.

Thank you.

[schnapps]

Hi @Anonymous User 

My understanding is that Plusnet only offer FTTC (similar to NOW) so the switch over process should be automatic with no need to cancel with NOW Broadband themselves.

it does sound to me that the NOW Billing System either didn't pick up the switch over date or because your NOW Broadband 12 month contract was suppose to come to an end on the 20th of July it was close to your out of contract NOW price changes and NOW's billing system couldn't react in time to stop the payment taken off your bank card.

Use the complaints link to get in touch with the NOW Broadband Team.

Hopefully a refund is already going through their system.

Anyway hope you get it sorted and a refund is forthcoming from NOW. 

[Anonymous User]

Hello schnapps,

Yes, I agree with your point. I think I was charged by NOW Broadband because their systems just hadn't updated before the payment was due, therefore it was all done automatically. Hopefully no more payments will be taken. I will phone NOW Broadband just to clarify the situation.

Thanks again.