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Two products, two cancellation rules

Cancel NOW passes & broadband

NOW sells two completely different products with two different cancellation rules. Streaming passes are monthly rolling and stop the moment you turn off auto-renew, with no exit fee. NOW Broadband is a standard 12-month ISP contract: 30 days’ notice and a pro-rata exit fee if you leave inside the minimum term.

Cancel a pass Cancel broadband

At a glance

Passes: 1-click cancel, no fee Broadband: 30 days’ notice Exit fee inside min term (broadband) Free to switch in last 30 days

First, identify what you are cancelling

Streaming pass vs broadband, two completely different processes

A NOW Entertainment Pass and NOW Broadband are operated by the same parent (Sky), use the same login email, and sit on the same nowtv.com domain, but the consumer contract is night-and-day different. Make sure you know which one you have before you start.

Streaming passes (Entertainment, Cinema, Sports, Hayu, Kids, Boost)

Method Online, in account settings
Notice Same day
Exit fee None

Monthly rolling. Turn off auto-renew in Account » Memberships. The pass keeps working until the end of the current paid month, then stops automatically. Exception: a fixed-term offer (e.g. 6 months at a discount) carries an early-exit charge if you leave before the term ends.

NOW Broadband

Method Phone or webform
Notice 30 days’ notice
Exit fee Pro-rata exit fee inside the 12-month minimum term

A standard UK ISP contract. Notice runs for 30 days from the date NOW receives the request, and broadband stays live (and billable) during that window. Inside the minimum term, expect a pro-rata charge of roughly £15 to £20 per remaining month on a Full Fibre 100 line.

Cancel a pass

Cancelling a NOW pass in 5 steps

Online only, takes under two minutes, no exit fee on standard monthly passes. The pass keeps working until the end of the current paid month.

  1. 1

    Sign in to nowtv.com

    Use the email and password you bought the pass with. Most pass-cancellation problems are people signing in with the wrong email (e.g. a Sky ID instead of the dedicated NOW account email).

  2. 2

    Open Account » Memberships

    In the top-right corner click your name, then “Memberships”. Every active pass is listed with its renewal date and price.

  3. 3

    Choose “Turn off auto-renew”

    For the pass you want to stop, click Turn off auto-renew. NOW will try one last upsell screen, ignore it and confirm. The pass stays usable until the end of the current paid month.

  4. 4

    Check the email confirmation

    NOW sends an email within five minutes confirming the cancellation date. Save it: this is your proof of the cancellation if a future charge appears.

  5. 5

    Re-check in 35 days

    After the renewal date passes, look at the same Memberships page. The pass should now show “Inactive”. If it does not, contact help.nowtv.com immediately with the email confirmation.

Cancel NOW Broadband

Cancelling NOW Broadband in 6 steps

Phone or webform, 30-day notice, possible exit fee inside the minimum term. If you are switching to another UK ISP, let them handle the cancellation under One Touch Switch instead, it is cleaner.

  1. 1

    Know your minimum-term end date

    Sign in to nowtv.com » My broadband. The page shows your contract end date. Cancelling on or after that date avoids the early-termination fee. Cancelling before triggers it.

  2. 2

    Call Sky / NOW on 0333 759 1310

    NOW Broadband is operated by Sky, so the cancellation line is Sky’s shared number, 0333 759 1310. Lines open Monday to Friday 08:30 to 22:00, weekends 08:30 to 20:00. Expect a 5 to 10 minute wait at peak times.

  3. 3

    Ask explicitly for the “Outgoing Customer Team”

    You will pass through retentions first. They will offer a discount to stay. If your mind is made up, decline politely and ask to be transferred to the cancellation team. The agent must process the cancellation, not just “flag it”.

  4. 4

    Confirm the 30-day notice window

    Service stays live (and you keep paying) for 30 days from the call. Your final bill will be pro-rated up to the disconnection date, plus an early-termination fee if you are inside the minimum term.

  5. 5

    Get a written confirmation

    Ask the agent to email a cancellation reference and disconnection date. If they do not, log a chat on help.nowtv.com right after the call repeating the date back to them in writing. A paper trail is what you need if a billing dispute arises.

  6. 6

    If switching, use One Touch Switch

    Since September 2024, UK ISPs use One Touch Switch: you start the new provider’s order, they cancel NOW Broadband on your behalf, and the line transfers without you losing connection. This avoids the “double-billing” pitfall of cancelling NOW first and signing up to a new ISP second.

Common scenarios

The six situations Selectra is asked about most

Most NOW cancellation queries fit into one of these six buckets. The green pill means the answer is “yes, this is easy and free”. Amber means there is a catch worth reading.

I want to pause my Sports Pass for the summer

Turn off auto-renew in Account » Memberships. Re-enable from the same screen in August when the football is back. Zero fee, zero phone call.

My free trial just ended and I do not want to pay

Sign in and turn off auto-renew the moment the trial starts. The trial keeps running to its end date, then the pass goes inactive instead of converting to a paid month.

I cancelled a pass but I am still being charged

Check the email confirmation date. If you cancelled mid-month, the next charge is still legitimate, but the one after that is not. If you are charged twice after cancellation, contact help.nowtv.com with the confirmation email attached.

I want to leave NOW Broadband 4 months early

You can, but expect an early-termination fee. Calculate it before you call: roughly 60% to 80% of the remaining monthly cost per month left. Often cheaper to stay until the end-date and switch then.

NOW raised the broadband price mid-contract

Ofcom rules give you a 30-day penalty-free exit window after a notification of a price rise above the inflation-linked level written into your contract. Read the email carefully, exercise the right within 30 days.

I want to cancel a NOW pass over the phone

You cannot. NOW deliberately keeps the streaming side fully self-service online. There is no phone number for passes, only the in-app help centre. If the website will not let you cancel, that is a bug to raise with help.nowtv.com.

FAQ

Cancelling NOW, your questions answered

Is there an exit fee for cancelling a NOW pass?

No, the standard monthly passes (Entertainment, Cinema, Hayu, Kids and rolling Sports) carry no exit fee. You cancel by turning off auto-renew in Account » Memberships and the pass remains active until the end of the current paid month. The exception is a fixed-term offer (e.g. 6 months of Entertainment at £4.99 or 12 months of Cinema at £6.99). Those carry a charge to leave before the term ends, usually the remaining monthly fees.

How do I cancel NOW Broadband?

Call Sky / NOW on 0333 759 1310 and ask for the cancellation team. The notice period is 30 days, during which your broadband stays live and billable. If you are inside the 12-month minimum term, an early-termination fee applies (roughly £15 to £20 per remaining month for Full Fibre 100). If you are switching to another UK ISP, ask the new provider to use the One Touch Switch process instead, they will handle the NOW Broadband cancellation for you and avoid double-billing.

Can I cancel NOW Broadband for free if the price rises?

Yes, but only within 30 days of being notified. Ofcom rules require ISPs to give a free penalty-free exit window if the in-contract price rises above the fixed amount written into your contract. The window is exactly 30 days from the notification email. After that, normal exit-fee rules apply.

Do I need to return the NOW Broadband router?

Yes. NOW sends a pre-paid Royal Mail return label within a week of your disconnection date. Return the router and any included Wi-Fi extenders within 30 days, otherwise NOW will charge you the replacement value (typically £40 to £60 for the standard router). Smart Sticks and Smart Boxes you bought for streaming are yours to keep, only the broadband router is on loan.

Can I delete my entire NOW account?

Yes. After every pass is cancelled and (if applicable) NOW Broadband is disconnected, contact help.nowtv.com and ask for account deletion under UK GDPR. NOW removes your account data within 30 days. Note that deleting the account is irreversible: any future NOW sign-up will need a new email and you will lose access to your viewing history.