Can I cancel toob within 14 days?

Yes. toob's terms state: *"After the Service has been activated, you can still cancel your order within 14 days of your Activation date by calling customer services or by filling in the customer cancellation form."* Cancel before installation and nothing is charged. Cancel after activation but inside 14 days and toob refunds your first month's service fee (though installation costs for work already done aren't refunded). Refunds arrive within 14 days via your original payment method.

What is toob's early termination fee?

The Monthly Early Termination Charge is your regular monthly fee **minus £7**, multiplied by the number of full months left in your Minimum Contract Period. toob's own worked example: on the 900Mbps £29/month plan, the monthly ETF is £22, so leaving with 13 months to run costs £22 × 13 = **£286** (or £315 on the older 18-month contract example in their charges document). There's no additional exit fee beyond that.

How much notice do I need to give toob?

**30 days' notice** if you're still inside your Minimum Contract Period (ETFs also apply). **7 days' notice** before your next Bill Date if you're out of contract or on the monthly rolling plan — the service will then end at the end of that billing period. If you're switching to another full-fibre provider, use One Touch Switch instead: your new provider tells toob and the service ends automatically on your switch date.

Do I need to return the toob router?

For home broadband, no — the terms state "The toob wi-fi router will belong to you from the Activation Date," so you can keep or recycle it (toob publishes a router-recycling page at toob.co.uk/legal). However, if you also had **complete wi-fi mesh extenders**, those are rented equipment and must be returned when the agreement ends, otherwise toob may charge you for them.

Can I cancel toob if I'm moving house?

toob only serves specific addresses on its own full-fibre network (mainly Portsmouth, Southampton and the south coast). If you're moving somewhere they don't cover, contact them before you move — many broadband providers waive Early Termination Fees when service isn't available at your new address, but you'll need to raise it explicitly by phone (02392 065558) or email helpdesk@toob.co.uk with proof of your new address.

What if toob ignores my cancellation request?

Escalate in writing to **complaints@toob.co.uk** citing toob's Complaints Code of Practice. If they haven't resolved it within **8 weeks** or issue a deadlock letter, you can take the case free of charge to the **Communications Ombudsman** (commsombudsman.org) — toob is a registered ADR member. The Ombudsman's decision is binding on toob and can order refunds, waived fees and compensation.

Can I get a refund from toob after cancelling?

Yes if you cancel within the 14-day cooling-off window — toob refunds your first month's fee within 14 days to your original payment method. Outside that window, any balance owed to you after final billing is refunded by direct debit; any balance owed by you is collected within 5 days of your final bill date. Installation fees are non-refundable once installation has taken place.

Is toob's price going up mid-contract?

toob no longer applies mid-contract inflation-linked rises — instead prices are **fixed and disclosed up front**. For example, the £18/month home150 24-month plan is contractually £20 from April 2027 and £22 from April 2028. If toob makes an unannounced change to your Monthly Service Fee outside those pre-agreed steps, you have the right to leave without an Early Termination Fee under Ofcom's rules.

How do I switch from toob to another provider?

Use **One Touch Switch**: sign up with your new full-fibre provider and they'll notify toob to cancel your service on the switch date. Do **not** call toob to cancel separately — cancelling and then signing up elsewhere can break the switch and leave you disconnected, as several Sky-to-toob customers have discovered. Early Termination Fees still apply if you're inside your Minimum Contract Period.

Why can't I get through to toob to cancel?

Trustpilot reviewers report 30-minute holds followed by being dumped to voicemail when calling to cancel. Belt-and-braces approach: (1) email **helpdesk@toob.co.uk** with your cancellation request and account number so your notice date is time-stamped, (2) send a second email to **complaints@toob.co.uk** if the first is ignored, (3) if still nothing after 48 hours, cancel your Direct Debit only *after* you've received written acknowledgement of your notice.

Can I pause my toob broadband instead of cancelling?

toob's published terms don't offer a formal pause or holiday option — the service either runs or it doesn't. If you're moving out short-term (student summer break, work relocation) it's worth calling **02392 065558** to ask, as toob has a dedicated student plan and may be flexible off-book, but any pause isn't in the contract and can't be relied on. Cancelling and re-ordering later is the documented route.

UNRATED TO CANCEL

How to Cancel toob Broadband Without the ETF.

toob broadband typically charges £4.84/mo. Here's the fastest way to cancel and what to expect.

Last verified yesterday · data refreshes daily · 5 sources cited

The fastest way

To cancel toob, call 02392 065558 or email helpdesk@toob.co.uk with subject 'Cancellation request – [account number]'. Give 30 days' notice (7 days before next bill date if out of contract). Within 14 days of activation you can cancel penalty-free; after that early termination fees apply. Confirmation typically 1–2 business days.

£4.84/motypical charge

£58/yrif you keep paying

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The 4-step cancellation

Email the verified address
connections@toob.co.uk — yoink-verified working email for toob broadband (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request — [your account email]

Send this template

Hi toob broadband team,

I'm writing to request the immediate cancellation of my subscription tied to this account, effective today.

Under applicable consumer-protection law (UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or the FTC's Click-to-Cancel rule depending on your jurisdiction), I'm entitled to terminate this continuous service contract through the same channel it was formed in — please confirm by reply that no further charges will be made.

If your policy permits, I'd also appreciate a pro-rata refund for any unused portion of the current billing period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

toob broadband plans you can cancel

home150 (24-month)
24-month minimum term; price rises to £20 from April 2027 and £22 from April 2028.
£18.00/mo
home900 (24-month)
24-month minimum term; rises to £24 April 2027 and £26 April 2028.
£22.00/mo
home2300 (24-month)
24-month minimum term; rises to £27 April 2027 and £29 April 2028.
£25.00/mo
home150 (12-month)
12-month minimum term; rises to £25 April 2027.
£23.00/mo
home900 (12-month)
12-month minimum term; rises to £31 April 2027.
£29.00/mo
home2300 (12-month)
12-month minimum term; rises to £37 April 2027.
£35.00/mo
home900 (monthly rolling)
Monthly rolling — no minimum term. Give notice at least 7 days before next Bill Date.
£39.00/mo

toob broadband’s refund policy

toob gives you a 14-day cooling-off window from your Activation date — cancel inside that and you'll get your first month's fee refunded (installation fees for work already done are not refundable). Refunds are issued within 14 days via your original payment method. After the 14 days, if you're still in your Minimum Contract Period an Early Termination Fee applies: the monthly fee minus £7, multiplied by the full months remaining. If you're out of contract, just give 7 days' notice before your next bill date and you'll only pay to the end of that period.

“After the Service has been activated, you can still cancel your order within 14 days of your Activation date by calling customer services or by filling in the customer cancellation form found on our website (www.toob.co.uk/legal).”
— toob broadband terms

14-day cancellation windowPro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated toob broadband refund guide — same data, but framed around the policy + escalation paths.

What doesn’t work for cancelling toob broadband

Based on 5 sources — Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling via a webchat or generic support ticket only — Reviewers report support tickets are answered with a message telling you to phone in to cancel — the cancellation isn't actioned by email alone.
✕ Cancelling your old provider first and hoping toob 'takes over' — One Touch Switch handles the transfer automatically; cancelling your existing provider separately can break the switch and leave you disconnected.
✕ Just cancelling the Direct Debit — Terms still require formal notice; balances remain due and toob will collect within 5 days of the final bill date, so stopping the DD alone leaves you liable.
✕ Cancelling complete wi-fi to end the broadband contract — The terms explicitly state cancelling complete wi-fi does not automatically cancel your home broadband — you must specify both.

How toob broadband will try to keep you

toob broadband may respond with a retention offer — a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Long hold times and diverted calls when you ring 02392 065558 to cancel”
You say: State up-front on the call that you're formally serving notice under section 6 of the T&Cs, and follow up in writing to helpdesk@toob.co.uk the same day so your notice date is time-stamped even if the call drops.
They’ll say: “Ask you to phone in rather than actioning your email/ticket cancellation”
You say: Reply in writing citing the published cancellation form at toob.co.uk/legal and quote your Activation date — a written request inside the 14-day cooling-off window is valid, they don't need a phone call.
They’ll say: “Offer to switch you to a cheaper tier or extend the discount rather than let you leave”
You say: If you're only within contract because of a promo price rise, remember toob committed not to change your Monthly Service Fee during the Minimum Contract Period — a material change lets you leave without ETF.
They’ll say: “Delay until activation so switching becomes messy”
You say: Pre-activation you can cancel at no cost up to 2pm the business day before installation — put it in writing to helpdesk@toob.co.uk immediately and follow up by phone.
They’ll say: “Ignore complaints until you give up”
You say: Escalate to complaints@toob.co.uk and, after 8 weeks or a deadlock letter, refer the case to the Communications Ombudsman — toob is a registered member and the Ombudsman decision is binding on them.

Your rights when cancelling

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

United States

FTC Click-to-Cancel Rule (2024+)
Cancel must be as easy as sign-up.
The Federal Trade Commission’s Click-to-Cancel rule requires toob broadband to make cancelling at least as simple as signing up — same channel, same number of clicks. If they buried the cancel button or forced a phone call, they’re in violation; report to reportfraud.ftc.gov.
California ARL (auto-renewal law)
Renewal must be cancellable online.
California Business & Professions Code §17602 forces any company billing California residents on auto-renewal to provide an online cancel mechanism. Lawsuits have been won on this; companies often refund quickly when it’s cited.
Restore Online Shoppers’ Confidence Act (ROSCA)
Negative-option billing must be clearly disclosed.
Federal law (15 U.S.C. §8401) requires toob broadband to clearly disclose any negative-option / auto-renewal terms before charging. Buried terms = potential federal violation. Report to the FTC alongside any FTC complaint.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of toob broadband’s own policy.
Consumer Rights Act 2015
Services must be as described.
If toob broadband’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. toob broadband must honour it regardless of where they’re headquartered.
Digital Content Directive (EU) 2019/770
Refund rights for digital content failures.
Specific to digital subscriptions — gives you the right to a price reduction or contract termination when toob broadband’s digital service is not as advertised, with no time limit beyond the contract period.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes — “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; toob broadband has ~45 days to defend.

Common questions about cancelling toob broadband

Call toob customer services on **02392 065558** or **023 9300 9300**, or email **helpdesk@toob.co.uk**. You can also download the cancellation form from toob.co.uk/legal and return it to Building 4000, Lakeside North Harbour, Portsmouth PO6 3EN. If you're still in your Minimum Contract Period you'll need to pay an Early Termination Fee; out of contract you just need to give notice at least 7 days before your next Bill Date.