Trying to cancel

Internode

? Avoid the runaround.

If you want to cancel Internode internet, phone, or mobile services, Internode's cancellation policy allows most residential and business customers to cancel at any time by contacting the provider directly. This guide covers how to cancel Internode services — whether NBN broadband, ADSL/legacy broadband, phone, or NodeMobile — plus what to expect on fees and refunds. There's no online self-service option; every cancellation request goes through Internode's Accounts and Billing team by phone.

• No lock-in plans: Most current Internode NBN and Business NBN plans are offered as an Internode NBN no lock-in contract — month-to-month with no minimum term and no cancellation fee.
• Fixed-term contracts: Some legacy or discounted plans (6-month or 24-month contracts) carry a minimum term — cancelling early can trigger a contract break fee set out in the plan's Pricing Schedule.
• Account holder only: Only the account holder can request cancellation, unless a Power of Attorney or equivalent authorisation is on file.
• Moving house or switching providers: You still need to contact Internode to close your account — if you're churning to a new provider, Internode closes your account once the new provider's transfer request completes.
• Equipment return: If you cancel after receiving a modem or router, you're generally required to return it (commonly within 21 days) or you may be charged for it.

Whether you need to cancel Internode NBN plan, phone, or mobile services, the process runs entirely through a phone call to Accounts and Billing — there's no live chat or online cancel button, so knowing what to prepare beforehand makes the call quicker.

Phone Cancellation

1. Gather your account details. Have your Internode account number (on your invoice or in the My Internode portal), plus the name and address on the account, ready before you call.

2. Call the Internode customer service cancellation number, 1300 889 188 (or +61 8 8228 2999 if calling from overseas). Support runs Mon–Fri 7am–8pm and Sat–Sun 7am–7pm, Central Time.

3. State clearly what you want — full cancellation or a plan change. Staff may offer a retention deal or ask why you're leaving; you're not obliged to accept and can simply confirm you want to proceed.

4. Ask for your cancellation date and any final charges or credits in writing. Email confirmation is the step customers most often skip, and its absence is a common source of later disputes.

5. If you're switching providers, set up your new service first — your new provider typically initiates the transfer, and you'll need to give them your Internode account number.

6. Back up anything you need before Internode account closure. Internode deletes all @internode.on.net email addresses and My Internode portal access on account closure, and invoices are only downloadable for 90 days after cancellation.

7. Return any supplied modem or equipment within the advised timeframe (commonly 21 days) to avoid being charged for it.

8. Check your next invoice and bank or card statement to confirm charges have actually stopped.

Internode bills most services in advance for the coming month, so the timing of your cancellation call directly affects what you're charged for and what gets credited back.

• Billing in advance: Calling close to your billing date can help you avoid paying for a full extra month you won't use.
• Pro-rata credits: Amounts already paid for unused days are generally credited back from your cancellation date, though you may not receive a refund for a partial billing period you've already started.
• Final invoice timing: Your final invoice generates on the next scheduled billing date after disconnection, not instantly — it will reflect your cancellation date and any applicable credits.
• Fixed-term contract end dates: If you're on a 6-month or 24-month plan, cancelling before the term ends is what triggers a break fee — check your plan's Critical Information Summary for your exact contract end date.
• Churn (provider-switch) timing: When another provider submits a transfer request for your NBN service or number, Internode closes your account at the end of that billing month — planning your switch date around your billing cycle helps minimise overlap charges.

Fees depend entirely on your specific plan and contract type — an Internode contract break fee only applies if you're on a fixed-term plan, while no lock-in plans carry no Internode early termination fee at all. It's worth checking your plan's Critical Information Summary before you call.

• No lock-in plans (most current NBN/Business NBN plans): $0 cancellation fee — cancel anytime.
• 6-month contract plans: Around a $40 break fee if you cancel before the term ends, per Internode's published Critical Information Summaries.
• 24-month NBN Fibre contracts: Break fees scale down over the term — reported as up to roughly $300 if cancelled within the first 6 months, reducing the longer you've held the plan.
• NBN Phone: No minimum term and no early cancellation fee.
• NBN Fixed Wireless: No setup fee and no early termination charge — plans run on a one-month rolling basis.
• Unreturned equipment: If a supplied modem isn't returned within the required window, you may be charged for it.

Because fees vary by plan and sign-up date, confirm your exact contract end date and any applicable fee directly with Internode when you call, or check the Critical Information Summary for your specific plan.