How to cancel your NBN plan

So, the time has come to say goodbye to your NBN provider. You've shared some laughs, experienced some big moments together, but something just isn't working. Maybe you've just grown apart. Maybe you want different things out of life. The important thing is recognising it's over.

But, how to sever the ties?

In many cases, the act of switching providers – and as a reminder before we start, this isn’t a scary step and something you should consider at least annually to ensure that you’re getting the best deal for your money – can be enough to cancel your existing NBN contract.

These days the vast majority of NBN plans operate on a rolling month-to-month basis, and when you initiate the step of switching providers, they’ll contact your existing provider and get the wheels rolling for you. If you're looking to find love with a new NBN provider, the plans below are a good place to start:

However, there are cases where the breakup might be a bit more complicated, especially if you’re changing NBN connection types – when moving, for example – or if you were under different contracted terms in the first place. Alternatively, you might be switching to a non-NBN broadband provider such as Fixed 5G home broadband, at which point you don’t need an NBN connection at all.

Some providers offer online cancellation options, but many do operate cancellation services via telephone call only.

If you’re not advised by your existing provider that a switch has been requested and your contract will be concluding, the smart play here is to cancel your plan once your new provider is in place. Otherwise you do risk the prospect of having your old provider cancel your service before the new one is active, leaving you offline for a span – and nobody wants that.

Telstra makes it possible to cancel a Telstra NBN plan either via phone call or online.

To cancel via a call, give Telstra a dial on 13 22 00 and at the voice prompt, say “disconnect”. 

To cancel via the My Telstra app, go to Services and then to Manage Internet.  

Telstra’s NBN plans operate on a rolling monthly basis, so the only other cost you may bear beyond a pro-rata amount for your usage prior to cancellation may be the rest of the cost of a Telstra Smart Modem. Costing depends on when you got the modem, with no charge if you have had an active service for 24 months or more, though you can avoid this fee by returning the modem to Telstra.

Cancelling an Optus NBN service can be managed either via the My Optus App through the messaging facility, or by calling Optus directly to do so. 

Optus’ call centre for disconnections can be reached on 1300 555 241 on Mondays through Fridays between 8am and 7pm AEST or on Saturdays between 9am and 6pm AEST.

Cancellation fees on Optus NBN plans vary depending largely on whether or not you were supplied a modem and how long your service has been active on the network, with Optus advising that customers who do cancel will receive a full itemised final bill covering any hardware costs (if not returned) and outstanding charges. One important note here is that while Optus will accept returns on hardware, you cannot do so through physical Optus shops.

Vodafone NBN customers who wish to cancel services can do so by calling Vodafone on 1300 801 122. 

Vodafone customers on month-to-month contracts do not incur specific early exit fees for cancellation beyond the cost of a Vodafone Wi-Fi Hub if one was supplied. That will cost you nothing if your service has been connected for 24 months, but otherwise it’s charged at $7.50 per month times the number of months less than 24 months that you’ve been connected for.

If you’re a Vodafone customer on a 24 month NBN plan, you’ll incur the same hardware cost for early termination of your contract, plus a cancellation fee on a sliding scale depending on how many months are left on your contract. For periods between 1-3 months it’s a fee of $40, while at the top end if you cancel with 22 to 24 months remaining the early termination fee sits at $350.

TPG handles cancellations purely through phone calls on 13 14 23. TPG requires at least 30 days notice for cancellation of an NBN service as per its standard terms and conditions. If you’re outside your contract term with TPG there is no early cancellation fee to pay. However if you’re still under contract, termination fees will apply up to a maximum of $350 depending on your plan terms and conditions.

If you want to cancel an Aussie Broadband NBN account, this is managed via calling the company on 1300 880 905.

Aussie Broadband will apply a pro-rata charge for usage up to the point of cancellation for customers not currently under a contract, though if you are additional fees may apply. Additionally, if you have a Fetch TV unit through Aussie Broadband, you must return it within 30 days of closing your account, or pay a $300 fee (Fetch Mighty) or $135 fee (Fetch Mini) for non-return, per device.

Dodo customers can cancel Dodo NBN plans by calling 13 36 36. Because all of Dodo’s NBN plans operate on a rolling monthly basis and it only sells modems rather than offering them under contract, the only exit fees you may have to pay would be any outstanding NBN bills for existing usage.

Mate NBN customers wishing to cancel can do so via either phoning the company on 131413 between 8:30 AM to 7:00 PM Nationwide Monday to Friday or 9:00 AM to 5:00 PM Nationwide Saturday or Sunday, or via Mate’s Support page by selecting the “chat to us” option.

One important note here is that Mate does not offer any pro-rata refunds, so timing is crucial to avoid being invoiced for the next billing cycle that you might not be using at all.