How to cancel Fibrus broadband (2026)

• Your minimum term and charges. Fibrus's billing help page says these are in your order acceptance email. Your minimum term runs from the date your service went live, not the order date.
• Which terms you're on. Fibrus's legal page lists one set of residential terms for contracts starting on or after 1 May 2025 and separate sets for contracts from 1 August 2024 and for those up to 31 July 2024. If you joined earlier, check your own terms, as details may differ.
• What else is on the account. Fibrus Talk (its home phone service) and Fibrus TV both run over the broadband connection, so plan for them too. If you joined with help from Fibrus's Contract Buy Out scheme, read the section on it below before you set a leaving date.

Your route decides who you contact and how much notice runs. Our guide to switching broadband providers explains One Touch Switch in full.

Fibrus's terms (clause 14.5) say you end your agreement by notifying Customer Support. Its cancellation help page, as published in April 2026, pointed customers to the Retentions team. Clause 20.1 lists the ways to reach Customer Support:

• Phone: 0800 099 1111 in Great Britain, 028 9099 3230 in Northern Ireland. For cancelling, the help page said to call 028 9099 3230 and choose option 3 for Retentions. It gave no separate Retentions route for Great Britain, so if you're in Cumbria, call either number and ask for the team that handles ending contracts.
• Online Chat or WhatsApp, both reached from Fibrus's contact page.
• The Fibrus eero app.
• Letter to Fibrus Broadband, 108-113 Dargan Crescent, Belfast BT3 9JP.

In January 2026 Fibrus's contact page listed Customer Service hours of 8am to 8pm Monday to Friday and 9am to 5pm at weekends, but separate, shorter hours for the Customer Loyalty Team: 9am to 8pm Monday to Friday, 9am to 5pm on Saturday and closed on Sunday. By September 2026 its website also had a new support centre with an 'Ending your contract' article, so check that for the current route before you call.

Then:

1. Call Retentions (option 3), or use chat, WhatsApp or the app, and say you're ending your contract, not switching. Have your account details and service address ready.
2. Ask for four things: the date your agreement will end, any Termination Fee (Fibrus's term for the early exit charge) and how it was worked out, when the returns box will be sent, and what your final bill should include.
3. Get it in writing. Ask for an email confirming the end date, or follow up by chat or WhatsApp summarising what was agreed.

See our guide on how to contact your broadband provider for keeping a record.

Fibrus's terms (clause 14.6) set four notice periods. The agreement ends when the notice period runs out (clause 14.8). The terms tie only cooling-off cancellations to the date Fibrus receives your notice; they don't say when the 30-day or 14-day count starts, so ask Fibrus to confirm your end date in writing.

Fibrus's cancellation help page says you can cancel at any time with 30 days' notice; what it costs depends on your minimum term.

Tip: if your minimum term is nearly over, time your notice to run out on or after its end date; clause 14.7(c) charges no Termination Fee after the minimum term.

Fibrus's terms (clause 14.7) split the cost of leaving into three cases.

Clause 14.7(b) lets you end the agreement during the minimum term without a Termination Fee, though charges already owed are still payable, if:

• you're ending it because of a change Fibrus makes to the agreement under clause 10.2;
• Fibrus has broken a significant term of the agreement;
• you have persistent, repeated or frequent faults that aren't put right within a reasonable time;
• your speeds are regularly lower than the estimate in your Order Confirmation and that isn't put right within a reasonable time;
• Fibrus agrees, after an individual assessment, that its service is consistently below what you might reasonably expect;
• you're moving and Fibrus can't serve the new address; or
• Fibrus has suspended the service, or said it will, for more than 30 days in a row.

If you're relying on faults or speed, keep fault references, dates and wired speed test results. Our broadband speed test gives you a dated reading to quote.

Fibrus's moving-home help page says to give at least 30 days' notice and arrange the move through Customer Services on 028 9099 3230. Only Customer Services can arrange the move, even if the postcode checker shows the new address can be connected; if it can't, call the same number about ending your contract.

The terms (clause 15) say that during your minimum term Fibrus carries on providing the service at your new address where it can. If it can't, you can end the agreement without a Termination Fee. If you're staying with Fibrus, it will tell you what to do with your router and battery backup unit; its terms (clause 5.3) say it may let you take them to the new address. See broadband when you move home for the wider checklist, or look up broadband deals by area for the new address.

Fibrus's terms (clause 5.3) add that it may tell you to leave the routers at the property, for example for a new customer moving in.

Fibrus bills monthly in advance by Direct Debit and emails each invoice. It doesn't publish how many days after you leave the final bill arrives. Its terms set out what goes on it:

• Charges up to your end date, and the Termination Fee if one applies (clauses 14.10 and 8.4).
• Any non-return charge for routers, which goes on your next monthly bill or your final bill.
• A refund of anything paid upfront, less what you owe, by the same payment method unless you agree otherwise, with no fee for receiving it (clauses 14.11 and 14.13).

Fibrus emails you two working days before each Direct Debit collection, so check that email against what you were told. Keep the Direct Debit until the final bill is settled. If a figure looks wrong, our guide to disputing a broadband bill explains what to do.

Fibrus Talk is a digital (VoIP) phone service that runs over the broadband, so it ends when the broadband does. To keep the number, ask your new phone provider to transfer (port) it as part of the switch. Those are Ofcom's general rules rather than Fibrus-specific steps: ISPreview's report of them says you can port a number for one month after your contract ends and can't be charged for porting. Fibrus's terms (clause 16) point to a page on its website about moving numbers, which we couldn't open, so ask Customer Support if you can't find it.

If you're cancelling outright, decide about the number before your end date rather than relying on the one-month window. Our guide to keeping your landline number when you switch covers the process with other providers.

If your notice isn't acted on or you dispute a charge, complain to Customer Support first. Fibrus's complaints code says you can then escalate to its Customer Experience Team at customerexperience@fibrus.com, which acknowledges within 48 working hours and aims to respond within 10 working days.

Fibrus's alternative dispute resolution (ADR) scheme is the Communications Ombudsman, which is free. Fibrus's July 2024 code still says eight weeks, which now applies only to complaints first raised before 8 April 2026. For complaints raised on or after that date you can go to the Ombudsman after six weeks, or sooner with a deadlock letter (written confirmation from Fibrus that it can't resolve your complaint). See our guide on how to complain about your broadband provider, and to compare other altnets' leaving rules, cancelling a smaller full fibre provider.

1. Find your minimum term end date and charges in your order acceptance email.
2. Switching? Order with the new provider and read Fibrus's switching information. Otherwise, call Retentions (028 9099 3230, option 3) or use another Customer Support channel and give 30 days' notice.
3. Get your end date and any Termination Fee breakdown in writing, citing any fee-free exit that applies.
4. Check whether a Contract Buy Out clawback applies.
5. Ask your new provider to port your Fibrus Talk number.
6. Post the eeros and cables back within 30 days of the returns box being sent; keep proof of postage. Leave the ONT on the wall.
7. Keep the Direct Debit until the final bill is settled, and check it line by line.

Weighing up where to go next? Compare broadband deals at your postcode (deals are shown by our comparison partner) or browse broadband providers.