I’ve received a termination letter, what does this mean?

A termination letter confirms that a cancellation request has been received and outlines the key details of your service termination, including notice period, service end date, and any final charges.

Who the termination letter is from

Termination letters may be issued by:

• Us, confirming your cancellation request, or

• Your previous provider, if you are in the process of switching services

If you’re unsure who the letter is from, we can review it with you.

What a termination letter usually includes

A termination letter typically confirms:

• The date your cancellation was received

• Your notice period

• Your service end date

• Any applicable final charges or fees

This letter is informational and does not usually require immediate action.

Does this mean my service has ended?

Not immediately.

• Your service remains active during the notice period

• The termination letter confirms future termination, not instant disconnection

Your service will end on the confirmed termination date.

What to do if something looks incorrect

If the letter:

• Contains incorrect dates

• Shows unexpected charges

• Doesn’t match what you were told

Contact our Customer Services team and we’ll review it with you.

Reassurance

Receiving a termination letter is a normal part of the cancellation process and is intended to provide clarity about next steps and timelines.