topic Re: stop the contract in Broadband & Landline

stop the contract

Ruhongwang — Tue, 03 Feb 2026 12:41:15 GMT

Hello, this is Ruhongwang，as my home is currently undergoing renovation, this morning the builders accidentally severed the fibre optic cable for my internet connection. Coincidentally, I am also moving out tomorrow. May I terminate the contract at this time? and how much I need to pay？

thank you。

[Mod edit - address removed, please don't share any personal details on these public forums]

Re: stop the contract

Ruhongwang — Tue, 03 Feb 2026 14:18:32 GMT

Hello, as my home is currently undergoing renovation, the builders accidentally severed the fibre optic cable for my internet connection. Coincidentally, I am also moving out tomorrow. May I terminate the contract at this time?

[Mod edit: add title]

Re: stop the contract

Chris_B — Tue, 03 Feb 2026 13:43:30 GMT

@Ruhongwang You’ll have to pay off the remaining term of the contract. You need to speak with customer support about that to give notice to terminate and you’ll need to speak with customer support about getting it fixed as this will be at a cost to you but you should then be giving that cost to the builders.

Re: stop the contract

Peter_W — Tue, 03 Feb 2026 15:34:58 GMT

Welcome to the Community, @Ruhongwang.

If you're moving home and want to continue a connection at your new address, please give our team a call, and they can look into whether we can sort out a home move for your account.

You would enter into a new contract at the new address, but as part of this you can end the current contract penalty free.

As @Chris_B mentioned though, if you were looking to cancel outright or switch elsewhere, and still have time remaining, there would be an early termination fee to pay.

I'd definitely recommend getting in touch, and that way we can be sure we've reviewed all your options.

Peter