Cancelling your services

We’re sorry to hear you’re thinking of cancelling your services.

Whether you’re looking to transfer, cancel or adjust your services, we’re here to help guide you through the process.

Let us know what you need and we’ll work with you to find the best solution.

Moving your services to another provider

If you’re thinking of moving your services to another service provider, there are a few steps you’ll need to take to make the transition as smooth as possible.

Step 1: Get in touch with us

If you are out of contract or approaching the end of your contract, we may be able to offer you a better deal.

We’d encourage you to call our Loyalty team on 0800 980 2009 to discuss your options.

It’s important to let us know, as early cancellation fees or a notice period may apply if you choose to leave us.

Step 2: Notify us of your transfer

Under a ‘gaining provider-led process’, your new provider will arrange the transfer for you.

Once the transfer is done, we’ll stop billing you for your services, subject to any applicable cancellation fees or notice.

To ensure a smooth transition, we recommend that you still get in touch to let us know you’re leaving.

Step 3: Provide written notice

If there are any services you’re not transferring or that can’t be transferred, it’s important to give written notice to our Customer Service team. You can do this by sending an email or letter to the contact details provided on your invoice. Please state which services you’d like to cancel and when you’d like to cancel them by.

It’s important to note that cancellation of services may result in additional fees or charges, depending on the terms of your contract. Please review your contract or contact our Customer Service team for more information

Terminate my service(s)

Step 1: Provide written notice

If you’ve decided to cancel services, you’ll need to provide written notice to your dedicated Customer Service team. You can find their contact details on your invoice.

Please state which services you’d like to cancel and when you’d like to cancel them by. Once you’ve sent your written notice, your Customer Service team will contact you to discuss applicable notice periods or early cancellation fees and then process your request.

Please note that the cancellation date may not be immediate and your request could take a few days to process.

If the cancellation has been requested in error, we can’t reinstate services without a new order, which means there may be a charge to do so. And any unique identifiers associated with the service will also be lost, including telephone numbers and IP addresses

A new owner is taking over my services

If your business is closing down but somebody would like to take over all or some of the existing services, our ‘Change of Ownership’ team can help arrange for that to happen.

For more information, please read this guide

Early cancellation and notice period fees

Leaving us before the end of the contract term

If you choose to leave us before your contract has ended, including if your contract has automatically rolled for a further 12 months, you may be subject to early cancellation fees.

These fees are calculated as the remaining rentals for your contract term. Essentially this means that you’ll be responsible for paying the remaining balance on your contract, as if you had stayed until the end of the term.

Leaving us after your minimum contract term

If your contract has already ended, there may still be costs for leaving us before giving full notice.

The notice period is up to 90 days, depending on your services and the size of your business, during which time you may be responsible for any monthly charges.

You have the option to pay these charges as normal within your billing cycle, or you can pay them in a lump sum. Either way, the fees are based on your monthly charges.