Trying to cancel iiNet? Avoid the runaround.
Can you cancel your iiNet subscription? Check eligibility and conditions
You can cancel your iiNet internet, NBN, or mobile service at any time, but the costs depend on your plan type and contract status.
✅ No-Contract (Month-to-Month): Cancel anytime with no cancellation fee. iiNet stops your service on the chosen date and issues any prorated credits for unused time.
⚠️ In-Contract Plans: If you’re under a fixed-term contract (e.g. 12 or 24 months), cancelling early triggers an Early Termination Charge (ETC) listed in your Critical Information Summary. Fees are typically based on remaining months or subsidised hardware.
🔁 Equipment Returns: If you received a “free” or subsidised modem or Fetch TV box, you may need to return it within 21 days to avoid non-return fees (e.g. $8 per remaining month up to $192).
📞 Porting Numbers: If you want to keep your iiNet landline or mobile number, port it before cancellation — once you cancel, the number can’t be transferred.
👤 Account Ownership: Only the account holder or authorised contact can cancel. iiNet won’t process third-party cancellation requests for security reasons.
How to cancel a iiNet subscription, service or order
iiNet requires you to cancel via phone to confirm your identity and finalise your service end date.
1️⃣ Gather details:
Have your account number and the service(s) you’re cancelling ready.
2️⃣ Call iiNet Support:
📞 13 22 58 (Australia) or +61 8 9214 2222 (overseas)
Select “Accounts & Billing” or “Change my plan” to reach the correct team.
3️⃣ Request cancellation:
Tell the rep you want to cancel your service. They’ll confirm your details, ask for a reason (optional), and advise on hardware returns or break fees.
4️⃣ Set your end date:
You can choose an immediate disconnection or schedule it for a future date (e.g. end of billing cycle). Any unused days are credited back to you.
5️⃣ Confirm fees & returns:
If under contract, they’ll quote the break fee. You’ll also receive email instructions for returning modems or Fetch boxes within 21 days.
6️⃣ Request written confirmation:
Ask for an email or reference number verifying your cancellation request. Keep this as proof in case of disputes.
💡 Tip: iiNet may offer retention discounts to keep you. If you’re sure, just politely insist on proceeding.
How long does a iiNet cancellation take?
- No 30-day notice: You can cancel at any time. iiNet doesn’t enforce a long notice period for residential services.
- Prorated billing: Charges stop on your cancellation date, and unused prepaid days are credited.
- 21-day return window: Return iiNet-supplied modems within 21 days to avoid fees.
- Final invoice: Usually issued at your next billing cycle. It includes prorated credits, early termination fees, and any equipment costs.
- Refund timeline: If iiNet owes you money, refunds are processed within 5–10 business days once requested.
- Contract expiry: Cancelling after your minimum term ends means no fees — but the service won’t stop automatically. You must still call to cancel.
Tip: Cancel near your billing date and contract end to avoid overlapping charges.
iiNet cancellation fees and final charges – what to expect
🔸 Early Termination Charge (ETC): Applies only if you’re still under contract. Usually a fixed dollar amount or a percentage of remaining months. For example, 85% of the remaining contract balance.
🔸 Modem or Equipment Fee: If you don’t return a subsidised modem within 21 days, iiNet charges $8 per remaining month (max $192) for Home Wireless or similar hardware.
🔸 Setup & Installation Fees: Non-refundable. If you cancel before meeting minimum term conditions (e.g. waived setup fee for staying 6 months), iiNet may reclaim the fee.
🔸 Fetch TV Non-Return Fee: If you rented a Fetch box, you’ll be billed (~$150) unless returned.
🔸 Out-of-Contract Services: No cancellation fees. You only pay for usage up to your disconnection date.
🔸 Late or Final Bill Payment: If you owe a balance (e.g. ETC or last usage), pay by the due date to avoid late fees or collections.
iiNet cases submitted through Ajust
I tried cancelling my iiNet service back in December and spent weeks repeating the same ID checks over and over. Even after verifying myself multiple times, the cancellation kept failing and no one could explain why. It felt impossible to leave a service I no longer used, and the whole process left me exhausted. - Penny
I asked iiNet to cancel my account in October and have been stuck in a loop ever since. Even after providing every piece of ID they requested, I was told to wait days for someone else to update my details before I could try again. The process felt confusing, slow, and completely unnecessary. - HSIU
After more than 20 years with iiNet, I asked to close my account but heard nothing back. Emails were ignored and every phone call ended with a promise of a return call that never came. I’d already moved on to a new provider and just wanted the cancellation finalised, but getting it actioned felt impossible. - Aaldrik
I asked iiNet to disconnect a specific account on January 11 and received no confirmation; when I called on February 7 I discovered the disconnection had not been processed. Worse, iiNet cancelled the wrong account and left my home office without internet for critical meetings. After hours on the phone I was told nothing could be done and now I’m seeking credits for charges from the date I requested cancellation. - Luke
Consumer experiences with iiNet cancellations
Smooth process: Many customers report quick cancellations once they reached the correct team, especially for no-contract NBN services.
Retention delays: Some users felt iiNet “stalled” cancellations with transfer or confirmation steps, but persistence resolved won out.
Verification issues: A few customers hit delays over ID mismatches. Make sure your account details are current before calling.
iiNet Cancellation FAQs
What fees should I expect when cancelling an iiNet NBN or mobile plan?
You only pay iiNet cancellation fees if you’re still in a fixed-term contract. If you’re month-to-month, you can cancel anytime with no penalty. Early termination charges usually depend on how many months are left or any subsidised hardware tied to your plan. This matters for time-poor consumers who want cost clarity upfront, and it helps you avoid surprise fees by checking your Critical Information Summary before calling.
Do I need to return my iiNet modem or Fetch TV box after cancelling?
You must return iiNet-supplied modems or Fetch boxes within 21 days if they were provided free or subsidised. If you don’t, iiNet charges non-return fees such as $8 per remaining month (up to a cap). Returning equipment on time helps avoid unnecessary charges and reduces admin stress, especially for juggling parents managing tight budgets and busy schedules.
How long does it take for iiNet to fully process a cancellation and refund?
iiNet usually processes cancellations immediately on your chosen date, with refunds issued within 5–10 business days once requested. Your final invoice will land on your next billing cycle and include credits, fees, or hardware charges. Knowing this timeline helps consumers plan around billing cycles, avoid overlapping charges, and stay in control of household spending.
Can I keep my iiNet phone number when cancelling my service?
You can keep your iiNet mobile or landline number only if you port it before cancelling. Once the service is closed, the number can’t be transferred. Porting first avoids frustration, protects continuity for families or businesses, and prevents accidental loss of a long-held number—an outcome many consumers don’t realise until it’s too late.
Tried to cancel but iiNet made it difficult?
We’ll help you submit a formal cancellation they can’t ignore.