Do I have to ring Giant to cancel?

No. We do not run a retention phone team. Cancellation is entirely self-service in your portal at portal.giant.net.uk. The button is on each service's detail page; one click → confirm date → done. If you can't access the portal, email hello@giant.net.uk from your account email and the team will action it — but the portal is the fastest route.

What notice do I need to give?

30 days on a rolling contract — pick any cease date 30+ days out in the portal. If you committed to a 1-year or multi-year term at sign-up (most products offer 30-day rolling, 1-year, and multi-year options for a lower monthly), you can still cancel, but an early-termination fee may apply, calculated against the months left on your term. The portal shows your exact term and any ETF before you confirm.

Will Giant charge me an ETF mid-contract?

Only if you committed to a fixed-term contract at sign-up and you're cancelling before that term ends. Most of our products offer 30-day rolling, 1-year, and multi-year options — the longer you commit, the lower the monthly. On a 30-day rolling contract there's no ETF; on a 1-year or multi-year contract, ETF is the months left on your term × your monthly rate. The portal shows your term and any ETF before you confirm cancellation.

Will I keep my phone number?

Yes — every UK landline number can port to another provider. Tell your new provider your existing Giant landline number; they trigger the port via Openreach. We don't block it or slow-walk it, and there's no exit charge from us to take your number away when you leave. (The £12 ex VAT per-number fee is for porting a number IN to Giant — the other direction.) The number moves at the next available porting slot (usually 8–12 working days).

What about my @giantcomms / @giant.net.uk email?

We don't issue customer-facing email addresses at @giant.net.uk or @giantcomms domains — those are Giant staff inboxes. Your account login is *your* email address (Gmail / Outlook / your own domain) — it stays with you when you leave, nothing changes about it.

What if I want to pause, not cancel?

We don't formally offer a 'pause' service, but if you're going abroad for a fixed period and want to come back, drop a note to hello@giant.net.uk before you cancel. We can sometimes hold your number, install slot, or wholesale line in a state that's faster to reactivate than a full new install. Worth asking before you cancel cold.

I'm leaving Giant for another ISP — should I cancel here first?

Generally no. If your new provider is on Ofcom's One Touch Switch process (BT, Sky, TalkTalk, Vodafone, Plusnet, NowTV, most full-fibre alt-nets), they trigger the switch and our cease at the same time. You don't double-cancel — you'd risk a service gap. If your new provider isn't on OTS (Virgin Media cable, Hyperoptic in some buildings), we coordinate the cease for the day they're ready.

Cooling-off period — if I just signed up?

You have a 14-day statutory cooling-off window from order date. Cancel inside it via the portal (or by email) and we refund anything you've paid, full stop. Note: if you've already had a physical install and used the service, we may charge for the install day(s) — typical pro-rata, ~£3/day on most plans. Don't worry about the maths; the portal shows the final figure before you confirm.

Self-service via your portal · no retention call

CancellingGiant.

We don't make you ring. You don't have to convince anyone.

Cancelling Giant is one click in your customer portal. No "are you sure", no retention script, no transfer to a different team. Pick a cease date, confirm, done. Here's exactly how, what notice you need, and what happens to your phone number along the way.

Open the portal Email instead

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01The four-step flow

How cancellation actually works.

Step 01

Log into your portal

Sign in at portal.giant.net.uk with the email on your account. Two-factor if you've got it set up. If you've forgotten your password, the 'forgot password' link sends a reset to that same email.

Step 02

Hit Cancel on the service you're leaving

On the dashboard you'll see each Giant service you have (broadband, phone, mobile etc). Each has a Cancel button next to it — for broadband, this is on the service detail page. Pick a cancellation date (today, end of billing period, or a future date that suits your move).

Step 03

Confirm + the system handles the rest

We send the cease notification to Openreach / the relevant network, calculate any final-bill credit owed to you (or final invoice owed by you), and email you confirmation within 30 minutes. No phone call, no retention pitch, no 'are you sure'. You can stop the cancellation in the portal up to 24 hours before the cease date if you change your mind.

Step 04

Final bill + refund

If you've prepaid for service you didn't use, that lands as a refund to the original payment method within 14 days of the cease. If there's a residual unbilled period (e.g. you cancel mid-month), one final invoice covers it and direct-debit pulls on the normal cycle — no surprise charges.

02Worth knowing

Notice + timing rules.

30-day standard notice

Pick any cease date 30+ days from today. The portal won't let you pick less than 30 unless you're cooling-off.

14-day cooling off

Cancelled in the first 14 days of order? Full refund on anything paid, minus genuine install cost if you've used the line.

OTS auto-cease

Moving to a new ISP on OTS? Your new provider triggers our cease. You don't cancel here separately — risks a service gap.

03Questions we get asked

Cancellation: honest answers.

Stuck? Two routes.

We won't make you ring us.

Portal first (one click). Email second (faster than the phone). We don't have a cancel-by-phone option specifically because we don't want a retention pitch in your way.

Portal — cancel here Email [email protected]