Trying to cancel

iPrimus

? Avoid the runaround.

iPrimus residential plans are typically month-to-month with no lock-in contracts or exit fees. You can cancel your internet or phone service at any time but must provide 30 days' notice. If you're on a fixed-term contract (older plans), early termination fees may apply, covering outstanding hardware costs or contract break fees. For example, if you received a Wi-Fi modem and cancel before the 18-month hardware repayment period ends, you'll owe the modem's remaining cost.

For door-to-door or telemarketing plans, Australian consumer law grants a 10-business-day cooling-off period to cancel without cost. After that, standard notice requirements apply.

Modems or routers are usually yours once fully paid. Check your Critical Information Summary - rarely, older contracts require equipment return. You can cancel anytime, but remember the 30-day notice and possible billing impacts, especially if bundled services (home phone, Fetch TV) are involved.

Cancelling your iPrimus service is straightforward but requires contacting customer service (there is no online cancellation option):

1. Review Your Plan
   Check your contract status, hardware repayments, and promo credits via "My Account".
   
   
2. Contact iPrimus Customer Service
   Call 131 789 (Mon–Fri, 9am–9pm; weekends, 9am–6pm AEST). Clearly state your cancellation request.
   
   
3. Verify Account Details
   Confirm your identity (name, address, account number/DOB), briefly explain your cancellation reason, and specify services to cancel.
   
   
4. Schedule Cancellation Date
   Default cancellation is 30 days after your request. Immediate disconnection is possible, but billing for the notice period still applies. Confirm your exact disconnection date with the agent.
   
   
5. Request Confirmation & Reference
   Ask for an email confirmation and note the cancellation reference number.
   
   
6. Return Equipment (If Needed)
   Typically, you keep the modem unless instructed otherwise. Promptly return equipment if required to avoid fees (usually ~$129).
   
   
7. Check Final Bill & Refunds
   Final bill arrives 1–2 weeks after disconnection, including notice period fees, unbilled usage, and equipment charges. Excess payments are refunded or credited. Contact iPrimus if refunds are delayed.
   
   
8. Verify Cancellation
   Ensure the service ends as scheduled and billing stops. Cancel direct debits after your final payment.
   

• Notice Period: 30 days from cancellation request date, billed normally during this time. Time your cancellation carefully to avoid unnecessary charges.
  
  
• Billing Cycle Impact: You're typically billed monthly in advance. Your final bill will adjust charges based on the actual disconnection date.
  
  
• Disconnection Timing: Specify your desired disconnection date. Immediate cancellation incurs charges for the notice period regardless.
  
  

Avoid Extra Charges:

• Give notice 30 days ahead.
  
  
• Return required equipment within 30 days.
  
  
• Cancel direct debits after settling the final bill.
  

Good news - there are no standard cancellation fees for month-to-month plans. However, expect:

• Early Termination Fees (ETFs):
  Applicable if cancelling older fixed-term contracts (e.g., pro-rated ~$300 for 24-month plans).
  
  
• Hardware/Modem Charges:
  If you leave within 18 months, you'll owe the modem's remaining cost (up to $180).
  
  
• Service Notice Fees:
  Charged for unused service if cancelling before 30 days' notice is fulfilled.
  
  
• Unreturned Equipment Fee (~$129):
  Applies only if explicitly required and equipment isn't returned promptly.
  
  
• Late/Miscellaneous Charges:
  Outstanding balances or fees for loaned devices (e.g., Fetch TV boxes) appear on the final bill.
  
  

All charges are detailed clearly on your final bill.