How do I cancel my service – out of contract?

We’re sorry to hear you’re thinking of leaving. You will need to speak to us so we can discuss the closure of your account. We will go over the steps to close your account, including equipment collection and your final bill.

Please call us on: 0800 082 0770. We are open Monday to Friday: 8am-9pm, Weekends and Bank Holidays: 9am-7pm.

You will need to give us 30 days notice of your intention to cancel. Once you have spoken with us and received confirmation from our team that your account will be closed, the next steps are as follows:

  • All Community Fibre services will be cancelled when you leave, including TV, Calls, Security and WiFi-in-Every-Room

  • You will receive an email with instructions on returning equipment and the costs of failing to do so. We will automatically add these costs to your account and, once you return the equipment, we will credit these back to you. The applicable charges are:

-Router: £56 per router
-Optical Network Terminal (ONT): £40 (connected to the main router)
-Voice ATA (adapter): £30 (connected to your phone)
-Netgem TV box: £80
-Netgem TV remote control: £15

  • You will receive a final bill with any outstanding balances or credits we owe you. Any outstanding balances must be paid within 30 days.