To cancel your service, please submit a formal cancellation request via email to cancellations@octaplus.co.uk. As per our policy, a 30-day notice is required. We do not process cancellations over the phone.

Our service agreements require a 30-day notice to ensure a smooth disconnection process and prevent service disruptions for our customers. This notice period also allows for accurate billing and ensures all payments are up to date, with your service remaining active throughout.

Yes, if you're under contract, exit fees will apply. These fees are calculated based on the remaining months of your contract. Any missed payments will also be added to your final bill. For those on a rolling contract, a usage fee will be charged for the service used, and even if it's only for one day, you will be billed for the entire month. However, if your cancellation request is made within the 14-day cooling-off period, no fees will be applicable other than usage fees.

If you cancel within 14 days of your live connection date, you won’t be charged an exit fee, but you will still be billed for any usage during that time. Cancellations made after the 14-day cooling-off period will incur an exit fee, which is calculated based on the number of months remaining on your contract.

Once the cancellation charges are paid, we will send you a return label via email to return the router. If the equipment is lost or damaged, you will be responsible for covering the replacement cost.

If you're moving, you can either transfer your service to the new address (if it's within our coverage area) or cancel it. Please note that if you're still under contract, the agreement is tied to your current address, and moving will not exempt you from exit fees, however it may differ slightly.

Your final bill, which will include any exit fees or outstanding balances, will be issued once the 30-day notice period is complete or on a date specified by you in your cancellation request. Payment of the issued bill has a time frame of 14 days. We are unable to provide an instalment/payment plan for cancellations.

Yes, if your service is still active and within the 30-day notice period, we may be able to reverse your cancellation request. Please get in touch with us as soon as possible to confirm if you're eligible.

You can check your contract status by logging into your account portal or by contacting our customer service team, who will be happy to assist you.

Currently, we do not provide the option to pause your service. You will need to either continue the service, transfer it to a new address, or proceed with cancellation.