If you'd like to cancel your Fusion Fibre service, we're here to help.
The process will depend on whether you're within your cooling-off period or still within your minimum contract term.
If you're unsure, our Customer Service Team will be happy to explain your options.
To request the cancellation of your broadband service, you can contact us by:
Phone: 0333 305 7560
Email: support@fusionfibregroup.co.uk
When you contact us, please include:
If you've changed your mind, you have the right to cancel your order during your 14-day cooling-off period.
The cooling-off period ends 14 days after the later of:
If your service has already started during this period, you may need to pay for any services you've already received, along with any applicable installation or setup charges.
If you're outside your cooling-off period and still within your minimum contract term, early termination charges may apply.
Our Customer Service Team will explain any applicable charges before your service is cancelled.
If we've supplied equipment as part of your service, it must be returned to us within 14 days of notifying us that you wish to cancel.
We'll provide a returns label or arrange collection where applicable.
If equipment isn't returned within the required timescale, or it's returned damaged beyond normal use, charges may apply in accordance with our Terms and Conditions.
If you're switching to another broadband provider, you may not always need to contact us directly.
For eligible residential broadband services, your new provider may manage the switching process through One Touch Switch.
If you're unsure what applies to your order, please contact our Customer Service Team before cancelling your service.
If you're within your cooling-off period, you may only need to pay for any services you've already received and any applicable setup charges. If you're outside your cooling-off period and still within your contract, early termination charges may apply.
Once you've requested cancellation, we'll explain how to return any equipment and provide a returns label or arrange collection if required.
If equipment isn't returned within 14 days, or it's returned damaged beyond normal wear and tear, charges may apply in line with our Terms and Conditions.
For many residential broadband services, your new provider can manage the switch through the One Touch Switch process. If you're unsure, please contact our Customer Service Team before cancelling.
