Cuckoo has a new home. Your broadband hasn't moved. — find out more
Last updated: 16 March 2026
When you order broadband, you have a 14-day cooling-off period which starts the day after you confirm your order. During this time you can cancel your order without early termination fees.
When does the cooling-off period start?
Your 14-day cooling-off period begins the day after you place and confirm your order, whether the order was made online or over the phone.
This means the cooling-off period starts before your service goes live, as your contract begins when the order is agreed.
Can I cancel during the cooling-off period?
Yes. If you cancel within the 14-day cooling-off period, you can do so without early termination charges.
However, if any work has already been completed or your service has gone live, charges may apply for:
Any applicable charges will be outlined in your terms and conditions.
How do I cancel within the cooling-off period?
The fastest way to cancel an order is through Live Chat, where a member of our team can review your request and help arrange the cancellation.
Open 7 days a week — 9am to 7.30pm weekdays, 9am to 4pm at weekends. Heads up: on Sundays we're tech support only, by phone, not chat.
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