Trying to cancel

Telstra

? Avoid the runaround.

Mobile (Postpaid & Prepaid)

• Month-to-month postpaid plans (since 2019): There is no cancellation fee, but you must pay off any remaining device payments.
• Older mobile contracts (pre-2019): Early Termination Charges (ETC) may apply.
• Prepaid mobile services: No cancellation is required; simply stop recharging. Your service automatically expires after 6 months.

Home Internet (NBN & 5G Home Internet)

• There is no contract cancellation fee for month-to-month plans.
• If you received a Telstra modem, you must return it within 24 months or pay a non-return fee ($200 for a Smart Modem, $400 for a 5G modem).
• Bundled services: Cancelling your internet service may also cancel your home phone if they’re part of a bundle.

Business Accounts

• Business mobile and NBN plans follow similar no-lock-in rules to personal plans.
• Older business contracts (pre-2019) may have ETCs.
• If you received business hardware subsidies, an early termination may require you to repay any benefits.

Foxtel from Telstra & Digital Subscriptions

• Foxtel from Telstra requires that you return equipment (e.g., set-top box, smart card), otherwise you may be charged.
• Streaming services (e.g., Kayo, Binge) are month-to-month and can be cancelled anytime.
• Telstra Plus: As a free loyalty program there is no cancellation fee but you will lose point-earning benefits.

1. Cancel a Mobile Plan (Postpaid or Prepaid)

• Use My Telstra App:
  
  • Open My Telstra app.
  • Select your service and go to Manage > Cancel Service.
  • If no direct cancellation option is available, start a chat with Telstra support.
• Chat with Support:
  
  • Visit Telstra Live Chat and request a cancellation.
• Call Telstra:
  
  • Dial 13 22 00, say “Disconnect,” and follow the prompts to cancel.
• Porting Your Number:
  
  • DO NOT cancel before porting to another provider – porting out automatically cancels your Telstra service.

2. Cancel a Home Internet or Home Phone Service

• Call Telstra: Dial 13 22 00 and request to cancel.
• Via My Telstra App or Web Portal:
  
  • Log in, select your service, and request cancellation.
• Return your Telstra Modem (if within 24 months):
  
  • Request a prepaid return label to avoid a $200-$400 non-return charge.

3. Cancel Foxtel from Telstra

• Call 13 22 00 and ask for Foxtel disconnections.
• Return your Foxtel iQ box & equipment to avoid an “Unrecovered Equipment Fee” (up to $300+).

4. Cancel Digital Subscriptions (Kayo, Binge, etc.)

• Log into My Telstra > Manage Services and cancel add-ons.
• Your subscription will remain active until the next billing date.

5. Cancel Telstra Plus Membership

• Log into Telstra Plus and choose “Leave Telstra Plus.”
• You will lose any points and benefits earned, but you can rejoin within 12 months.

Mobile & Internet Services

• Postpaid Mobile & Home Internet: Usually cancelled within 24-48 hours.
• Upfront Mobile Plans: Cancelled immediately 
• Home Phone & NBN: Can take up to 2-5 business days.
• Porting Numbers: Normally completes within a few hours.

Billing Cycle Considerations

• Upfront Mobile & NBN Plans: No pro-rata refunds – cancel when close to your billing cycle end date.
• Postpaid Plans: The final bill may include a partial charge or refund for unused service.
• Foxtel & Streaming Services: Cancellation takes effect at the end of the billing period.

Modem & Equipment Returns

• Modem return deadline: Must be returned within 21 days to avoid fees.
• Foxtel Equipment: Must be returned or a non-return fee applies.

1. No Cancellation Fee for Most Services

• Mobile & Internet plans (post-2019) are contract-free, meaning there are no early termination fees.

2. Device & Equipment Charges

• If you are paying off a mobile device, the remaining balance must be paid in full when cancelling.
• Home internet modems must be returned within 24 months or you’ll pay a $200-$400 fee.
• Foxtel from Telstra customers must return set-top boxes or pay a $300+ fee.

3. Early Termination Charges (ETCs) for Older Contracts

• If you signed a contract pre-2019, check your Critical Information Summary (CIS) for any applicable fees.