How to cancel Gigaclear broadband (2026)

• Your minimum term. Gigaclear says its length is on your Order Confirmation and it runs from your Activation Date, the day the service was switched on, not the day you ordered.
• Which terms you're on. Gigaclear publishes separate residential terms by the date you ordered or started a new minimum term: from 19 October 2026, 2 February to 18 October 2026, 11 September 2024 to 1 February 2026, and older sets. Its terms page lists them. We found the cancellation, ETC, equipment-return and moving clauses the same in the October and February 2026 terms. Clause numbers in this guide are from the 2026 terms. The September 2024 terms number most of these one lower (ending the contract is clause 9 there, returning kit clause 12 and moving clause 13), and where their content differs, we say so.
• Your customer number. It starts with C or G and is on your Order Confirmation and monthly bill; your portal username is that number followed by @gigaclear.com.
• The email address on your account. If you switch, Gigaclear sends the switching information there. If it's an old address you no longer check, make sure Gigaclear has your current one first.

Gigaclear also says its network is open access: other providers can sell broadband over the same fibre, with the contract then being with them. Leaving Gigaclear doesn't necessarily mean leaving its fibre. To see what's offered at your address, compare broadband deals at your postcode (deals come from our comparison partner; you order with the provider you choose).

The shared rule: under Ofcom's One Touch Switch process you contact only your new provider, and your current provider must send you the switching information, including any early termination charges. Our guide to switching broadband providers explains it.

Gigaclear's pages describe the cancellation route in slightly different ways. Its existing-customer FAQ says to contact the Customer Loyalty team by email or phone. Its terms (clause 11.1) say to contact it in writing, which includes email. Its ETC page says you'll need to speak to it, and it will walk you through your options and tell you any ETC cost. Its April 2026 price-change FAQ gives a separate phone number (below). We found no online cancellation form for broadband. This route satisfies all of them:

1. Email customerloyalty@gigaclear.com from the address on your account, with your name, customer number and service address. Say you're ending your contract, not switching. Email gives you the written, dated record the terms ask for.
2. Or call the Customer Loyalty team on 01865 968 646 (the number on Gigaclear's FAQ and switching pages), then confirm by email.
3. Ask for three things: your end date, any ETC amount, and how Gigaclear wants the equipment back.
4. Keep everything: emails, call dates and times, and names.

Leaving because of a price-change notice? Gigaclear's April 2026 price-change FAQ says to call 0370 2249 192 to process the cancellation. Its general Customer Operations line is 01865 591131. Numbers can change, so check before you call; our guide on how to contact your broadband provider has more on keeping a record.

Gigaclear asks for one month's notice, counted to the calendar date. Its terms (clause 10.5) give the example: tell it on 4 February and it supplies you until 3 March, charges only to that date and refunds anything paid in advance for later. Clause 10.3 says that if you give a month's notice to end at the end of your minimum term and return the equipment, no ETC or non-return charges apply, so time your notice to that date if you can.

Extras have their own rules (Gigaclear's terms and help pages, checked October 2026):

One catch: Gigaclear's Smart WiFi terms say adding Smart WiFi restarts your broadband on a new minimum term. If you added mesh partway through, check your latest Order Confirmation for the current end date.

Gigaclear's terms cap the ETC at the charges left for your minimum term (clause 10.3). Its ETC page adds that the charge is reduced by costs it saves, such as wholesale costs, and sets out the method:

1. Start with the standard monthly charge for your broadband.
2. Take off any recurring monthly discount.
3. Reduce it for the business and wholesale costs Gigaclear saves.
4. Multiply by the months left in your minimum term.
5. Take 4% off, because Gigaclear gets one lump sum early instead of monthly payments.

Timing when you cancel directly. ETCs apply after your month of notice. Gigaclear's own example: with six months left, you give a month's notice, keep and pay for the service that month, then pay ETCs equivalent to the remaining five months, less discounts and saved costs. Leaving by One Touch Switch, there's no notice month (clause 10.6), and Gigaclear doesn't say how it counts the months then, so rely on the figure in its switching email.

A processing fee. Gigaclear's ETC page (checked 25 October 2026) says it may also charge a one-off cancellation fee as part of any ETC; the amount is on its early termination charges page.

Collection. Clause 10.4 lets Gigaclear add the ETC to your next bill after giving you reasonable written notice. It doesn't publish the saved-cost figure, so ask for a written breakdown: the monthly charge used, months counted, the saved-cost deduction and the 4%.

Gigaclear's terms (clauses 10.2 and 12.3) let you end the contract early, with a full refund of anything paid for but not provided, when:

• It notifies a price rise or other change that isn't only to your benefit. Gigaclear's terms (clause 3.5) promise at least one month's notice of a price change (its April 2026 price-change FAQ says at least 30 days), and that FAQ says if you cancel within 30 days of the notification you pay no ETC and no notice period, whether you tell Gigaclear directly or leave by One Touch Switch. Our guide to altnet price promises and mid-contract rises explains how other full fibre providers handle rises.
• There's a mistake in the price or description and you don't want to go ahead.
• Your service is suspended for more than 28 days in a row for technical reasons or events outside Gigaclear's control.
• Gigaclear breaks the contract.
• Gigaclear ends it itself on at least 30 days' written notice, when you pay no termination charges. This is in the 2026 terms (clause 12.3); we found no matching clause in the September 2024 terms.

You can cancel within 14 days from the day after you receive your Order Confirmation, in writing to the Customer Operations team; the form emailed with your Order Confirmation will do (clause 1.5). If the service was switched on, you pay for what you've had, including any activation fee and Home Phone calls, and the contract doesn't end until the equipment is back, within 14 days of cancelling.

Gigaclear's terms split its kit into equipment you send back and network equipment that stays at the property:

Clause 13.4 says the network equipment stays with the property. If you later switch to a provider on a different fibre network, see old fibre boxes after switching network.

Arrange the transfer (porting) through your new phone provider. On the 2026 terms (clause 6.7) you can ask to transfer the number for up to one month after your contract ends. On the September 2024 terms (clause 5.7) that month applies only if you leave by One Touch Switch. If you cancel directly, an untransferred number is lost at the termination date, so arrange the port before your end date. Whichever terms you're on, starting the port before the contract ends is the safe course. ISPreview reported in September 2024 that Ofcom had said it would give customers a one-month right to port after their contract ends and ban charges for porting, though One Touch Switch didn't yet set out porting arrangements. Home Phone needs Gigaclear broadband, so you can't keep the line with Gigaclear on its own. See our guide to keeping your landline number when you switch.

Gigaclear doesn't say how soon the final bill arrives; its switching FAQ says only that the losing provider ends your services and sends a final bill. Its terms set out the money side:

• You pay to your end date. Gigaclear bills monthly in advance and refunds anything paid for after the contract ends.
• Refunds go back the way you paid, after Gigaclear uses money it holds against anything you owe, such as an ETC or equipment charge.
• Small balances may go to charity if refunding costs more than the balance, and any balance may if Gigaclear can't reach you within six months, so keep your contact details current.
• Keep the Direct Debit. It's Gigaclear's only payment method, and cancelling it without agreeing another lets Gigaclear end the contract. Leave it until everything is settled; late payment can carry interest at 4% a year above Barclays base rate.

Gigaclear builds full fibre for communities outside major towns and cities, so a move can easily take you off its network. Tell it through the form on its moving home policy page. Its existing-customer FAQ says that if Gigaclear isn't available at the new address, it stops the service on the date you give in that form. Leaving its network inside your minimum term can mean an ETC of up to the charges left (clause 14.1), worked out by the method above, and the kit still goes back within 14 days. Moving within its network on a new minimum term means no ETC (clause 14.2), though activation or installation fees may apply. Citizens Advice suggests explaining your situation, as the provider might reduce or remove the fee.

For the wider checklist, see broadband when you move home. At the new address, look up broadband deals by area or browse broadband providers, including Starlink satellite broadband where fixed lines are scarce. If the home needs a new connection, read about excess construction charges.

If your notice isn't acted on, you're billed after your end date or you dispute a charge, complain to Gigaclear. Its complaints code says it acknowledges complaints within 5 working days and aims to resolve service complaints within 28 days, and you can escalate to its Executive Office (theexecutiveoffice@gigaclear.com). Its alternative dispute resolution (ADR) scheme is the Communications Ombudsman: for complaints first raised on or after 8 April 2026 you can go to it after six weeks (eight weeks for earlier complaints), or sooner with a deadlock letter, Gigaclear's written confirmation that it can't agree with you. To compare other altnets, see cancelling a smaller full fibre provider.

1. Find your minimum term end date on your latest Order Confirmation.
2. Switching? Order with the new provider and read Gigaclear's switching email. Otherwise, email customerloyalty@gigaclear.com with a month's notice (if you call, confirm by email).
3. Get the end date and any ETC breakdown in writing; within 30 days of a price-change notice, say you're using that right.
4. Ask your new provider to port your number before your Gigaclear contract ends.
5. Note your WiFi settings, then return the router, cables, phone kit and mesh units within 14 days, keeping proof of postage.
6. Leave the wall boxes, keep the Direct Debit until settled, and check the final bill.

Weighing up staying? Our Gigaclear broadband deals page sets out its packages.