A guide to leaving your existing provider and joining us!
NB: Please wait until you have been connected to our broadband before you cancel with your existing provider. This is to make sure you have continuous service during your switch.
We pride ourselves on bringing our own network to your area. When we are available in your area we run on a separate network, which is different from Openreach or Virgin. Because it is separate we don't use the same line and we can deliver a service that is more reliable, faster, and quicker than the existing line to your property.
Because it is our own network, we don't have the ability to 'take over' the line at your property from your existing provider. Part of the process of switching to us is also cancelling your old service.
We can't 'take over' the line from your existing provider, but it is easy enough to cancel with them.
As our line is an addition to your existing one, if you have the option to keep your landline with your existing provider they may have a package that will enable you to do this. If you are moving your landline over to us please take a look at our guide on transferring your number to us.
One Touch Switching
Connect Fibre are working hard to be ready to process orders via One Touch Switching.
Until then, you can still place an order and switch to Connect Fibre, the only difference is you'll need to contact your existing provider to cancel your service once you've been installed and are up and running with your Connect Fibre service.
Cancelling your broadband with another provider
First things first is checking if you are still in contract. If you have any paperwork from the last time you signed up with your existing provider you may have the contract dates on there, otherwise it may be calling up to find out where you are in your contract. If you are still in contract with us and are taking a Hypersonic or Turbo package please check out our buyout options as we may be able to help you with an early termination fee if you have one.
While you find out your contract information on the phone, please be aware that if you recommit to a new price over the phone you also recommit to a new contract.
To follow is some cancellation information for some of the popular providers.*
Cancelling your BT broadband*
For a closer look at BT's terms and conditions for cancelation take a look here.
Contact number: 0800 783 1401
It's BT's policy to have a 30 day notice period for cancellation. Your final bill will be generated during this time. If you have just committed to a new contract with BT you can cancel that without charge within the first 14 days of signing up.
Cancelling your Sky broadband*
For a more in-depth look at Sky's terms and conditions for cancelation take a look here.
There are a couple of ways to cancel your broadband contract with sky. You can send an email to mysky@sky.uk - make sure to include your name, full address including postcode and your telephone number within your email.
Or to do this over the phone call Sky's cancellation number: 0333 759 4263
To cancel you must give a minimum of 14 days' notice unless you are in your cooling off period. Sky payments are taken a month in advance so you may still be billed for the full month ahead after your service has been cancelled. However, Sky states that once your service has ended any credit on your Sky account will be put back into your bank account after 45 days.
Cancelling your TalkTalk broadband*
For more information on leaving TalkTalk take a look here for TalkTalk's cancellation guide and a detailed breakdown of their terms and conditions.
If you would like to cancel by phone, ensure you have your account details to hand and call: 0345 172 0088.
TalkTalk also have a policy that you must give 30 days notice for cancellation. Your final bill will be generated during this time. If you have just committed to a new contract with TalkTalk you can cancel that without charge within the first 14 days of signing up.
Cancelling your Virgin Media broadband*
For a thorough look at Virgin's cancellation policy take a look here.
If you would like to cancel your Virgin Media broadband, you can do so by their online chat on their website, post or by calling 150 from your Virgin Media mobile number or 0345 454 1111 from any phone provider.
You will again need to give 30 days notice, unless you are in the first 14 days of a new contract with them. Your final bill will be generated during this notice period, and your service stopped after it.
Cancelling your Vodafone broadband*
For more on Vodafone's cancellations click here to be taken straight through to their website.
To cancel Vodafone broadband, either call 191 from a Vodafone mobile or 0333 304 0191 from any other phone.
As with other providers, Vodafone's policy is that you must give 30 days notice for cancellation. Your final bill will be generated during this time. If you have just committed to a new contract with Vodafone you can cancel that without charge within the first 14 days of signing up.
Cancelling your EE broadband*
For more on EE's terms and conditions on cancellations take a look here.
To cancel EE broadband either call 150 from your EE mobile, or 0800 079 0544 from any other phone.
EE requests a minimum of 30 days' notice to cancel, unless you are in your 14 day cooling off period (in which you will be able to exit without an early termination fee). Your final bill will be generated during this notice period, and your service stopped after it.
At the point of you placing your cancellation the agent will give you a rundown of your terms and conditions, and any early terminations fee to pay with your final bill. Remember to ask how to return your equipment if you need to!
* Accurate at the time of writing 31/05/23