Trying to cancel

Superloop

? Avoid the runaround.

Yes — you can cancel your Superloop service in Australia at almost any time. Residential nbn home internet plans are advertised as no lock-in, month-to-month contracts, so there's no traditional fixed-term broadband agreement holding you in. The catch is the fine print: a 30-day notice period and a possible modem exit fee.

Before you start a Superloop cancellation, check these conditions:

• 30-day notice applies. Superloop's terms require 30 days' notice to cancel your nbn service. You may be billed for up to 30 days after you lodge the request — even after switching to another provider. This is the single most common surprise customers report.
• eero modem 24-month commitment. If you took the free Amazon eero 6+ Wi-Fi modem (offered at $0 on FTTP, FTTC and HFC connections), you agreed to a separate 24-month device commitment. The broadband stays no lock-in, but leaving early triggers a modem clawback fee.
• Legacy and migrated customers may differ. Customers who joined before Superloop "v2.0" (roughly pre-February 2023), or who migrated from MyRepublic or legacy Exetel, may be on different terms — some report the 30-day notice didn't apply. Check your specific plan.
• Deceased estates and account closures. You can close an account on behalf of a deceased account holder, and billing should stop once Superloop is notified with proof. Keep written records.

The bottom line: you can leave whenever you like, but plan for up to one extra month of billing and any remaining eero modem balance.

Superloop requires you to contact them directly to cancel — there's no fully self-service cancel button in the app or portal, and several customers report in-app requests were never actioned. The phone is the most reliable channel.

Cancel by Phone (Recommended)

This is the fastest and most dependable way to cancel a Superloop nbn plan.

1. Work out your disconnection date first. Because of the 30-day notice rule, count back 30 days. To end service on 1 July, lodge your request around 1 June.

2. Call Superloop customer care on 1300 24 4247 (Mon–Sun, 8:30 AM – 10:00 PM AEST).

3. State clearly that you want to cancel/disconnect and give your account details. Ask the agent to confirm your final disconnection date and whether the 30-day notice applies to you.

4. Ask about pro-rata billing and any modem balance so there are no surprises if you're leaving mid-cycle.

5. Request written confirmation — a reference number and a follow-up email. This is critical evidence if a dispute arises later.

6. Settle or return the eero modem if you had one and are leaving before 24 months; the agent will confirm any clawback fee.

If You're Switching Providers

• Your new provider often initiates a "churn" that disconnects Superloop automatically.
• Still call Superloop to confirm the account is closed and billing has stopped — don't assume the churn ends your notice obligations.

Tip: If you're pushed to a retention team or offered a discount to stay, politely decline and restate that you want to proceed. You can read the official cancellation guidance on Superloop's support hub.

The Superloop 30-day notice is the deadline that matters most. Time your request carefully and you'll avoid paying for a month you don't want.

• 30-day notice period. Service and billing generally continue for 30 days from the date you lodge your cancellation. Give notice at least 30 days before your desired end date.
• Billing cycle impact. Several customers report being charged for a full month rather than pro-rata if they cancel mid-cycle, unless they specifically request and negotiate a pro-rata adjustment. Always confirm how your final invoice will be calculated.
• Immediate or early disconnection. Superloop can force an early disconnection if you need the service cut off straight away — but any unused, pre-paid amounts are generally not refunded.
• eero modem clock. The 24-month modem commitment runs from activation. The earlier you leave within that window, the larger the remaining clawback balance.

There's no traditional Superloop early termination or exit fee on the broadband service itself, because residential plans are no lock-in. The charges that do apply come down to the notice period and the modem.

• 30-day notice charge. You may effectively pay for up to one additional month of service for the notice period, even if you've already switched providers.
• eero 6+ modem clawback fee. Take the free eero modem on the 24-month commitment and leave early, and you're charged around AU$7 per remaining (unused) month of the term. Example: leaving with 10 months remaining is roughly $70.
• Modem delivery fee. A delivery fee (commonly cited around $20) applies to the eero offer at sign-up and is not refunded on cancellation.
• Unused pre-paid amounts. Not refunded if you request an immediate or forced early disconnection.

How fees are communicated: charges should be confirmed by the agent at cancellation and itemised on your final invoice. Ask the agent to state any clawback amount and the final bill total before you hang up. Superloop's charges and fees reference and residential modem terms set out the detail.