How does the cooling off period work?

If you decide to cancel your contract within 14 days of your order, you may do so free of charge, and you will receive a full refund of any charges you have already paid. For example, if you have paid a monthly bill this will be refunded.

We’d always recommend speaking to us before making that decision so we can try and sort out whatever might be making you reconsider being our customer. Please call us on: 0800 082 0770. We are open Monday to Friday: 8am-9pm, Weekends and Bank Holidays: 9am-7pm.

If after speaking to us, you still want to leave, the following is what we’ll do:

  • All Community Fibre services will be cancelled, 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 need to be paid within 30 days.

  • We will process the refund due to you within 14 calendar days from your notice of cancellation. We will refund you using the same payment method that you used for the original payment.

If you wish to cancel after 14 days, you will need to give us 30 days’ notice. If you are still within the minimum contract period, an early termination fee will be applicable for the outstanding contracted amount for your services.