Trying to cancel Telstra? Avoid the runaround.
Can you cancel your Telstra subscription? Check eligibility and conditions
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.
How to cancel a Telstra subscription, service or order
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.
How long does a Telstra cancellation take?
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.
Telstra cancellation fees and final charges – what to expect
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.
Telstra cases submitted through Ajust
I asked Telstra to cancel a service I no longer needed, but the charges kept coming. It felt frustrating to keep paying for something that wasn't being used. I finally had to escalate it just to get confirmation and close the account.- Mercy
Living in a remote area, I couldn’t use my Telstra mobile service for months. I'm on a pension and couldn't justify the ongoing payments for something I couldn’t even access. Cancelling my mobile plan gave me a bit of financial breathing room.- Linda
I’ve been charged for a landline service I don’t need - $85 a month, and it should have been cancelled a year ago. I’m struggling financially, and I just realised I’ve been paying this whole time.- Frossa
I cancelled my tablet but Telstra kept billing me for it. I’m still being charged monthly for something I no longer use - it should have been removed from my account when I ended the service.- Janette
Consumer experiences with Telstra cancellations
Quick Mobile Plan Cancellation via My Telstra (Positive Experience)
- Customer used app messaging, agent confirmed cancellation within minutes.
- No extra fees, and final bill arrived on time.
Billing Issues After Cancellation (Negative Experience)
- Customer canceled a service but continued receiving bills.
- Took multiple follow-ups & Ombudsman escalation to resolve.
- Tip: Always get a cancellation reference number and check the next bill.
Foxtel Non-Return Fee Dispute (Negative Experience)
- Customer forgot to return Foxtel iQ box.
- Telstra charged a $300 equipment fee.
- Resolved: Fee reversed after customer returned the box late.
Telstra Cancellation FAQs
Can I cancel my Telstra mobile plan without a fee?
Yes, most Telstra mobile plans since 2019 have no cancellation fee. However, if you're still paying off a device, you’ll need to pay the remaining balance. For older contracts (before 2019), early termination charges may still apply, check your original agreement to confirm.
What happens if I just stop recharging my Telstra prepaid service?
Your Telstra prepaid service will automatically expire after 6 months of inactivity. You don’t need to formally cancel it-just stop topping it up. This makes prepaid plans the easiest to walk away from, with no penalties or admin.
Do I have to return my Telstra modem or Foxtel box after cancelling?
Yes, Telstra requires you to return any loaned modems or Foxtel equipment or pay a fee. Return modems within 24 months to avoid a $200–$400 charge, and Foxtel set-top boxes to avoid fees up to $300+. Use Telstra’s prepaid return label to stay fee-free.
How do I cancel a Telstra service without waiting on hold?
Use the My Telstra app or Live Chat to cancel your service faster, without calling. In the app, go to Manage > Cancel Service. If the option isn’t visible, start a chat. Avoid calling unless necessary-and never cancel if you’re porting your number, as porting automatically ends your Telstra service.
Tried to cancel but Telstra made it difficult?
We’ll help you submit a formal cancellation they can’t ignore.