Trying to cancel

TPG

? Avoid the runaround.

 TPG customers can cancel any internet, mobile, or home phone service, but your eligibility and final costs depend on your plan and contract status.

✅ Out-of-Contract (Month-to-Month) Services:
You can cancel anytime with 30 days’ notice, with no cancellation fee. TPG will end your service once the notice period has been served.

⚠️ Contracted Plans:
If you’re still within a fixed-term contract, you can cancel but will likely incur an Early Termination Charge (ETC) for ending the plan early. The exact fee depends on your plan and can include paying for remaining months or a modem cost if it was subsidised.

📦 Moving House:
If you’re relocating, you can transfer your service instead of cancelling. Cancelling instead of relocating still requires 30 days’ notice.

🧾 Cooling-Off Exceptions:
There’s generally no cooling-off period once your service is active unless you joined through telemarketing or door-to-door sales, which by law includes a 10-day cooling-off window.

💡 Summary: You can cancel anytime, but always check your Critical Information Summary (CIS) for any early termination or modem conditions.

TPG doesn’t currently offer an online “cancel” button — you’ll need to contact support directly to close your account.

Step-by-step process:
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1️⃣ Gather your details:
Have your TPG account number, registered name, and service type (e.g., NBN, Mobile, Home Wireless) ready.

2️⃣ Call TPG Customer Service:
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📞 Dial 13 14 23 (within Australia) and choose “Accounts & Billing” → “Cancel Account.”
If overseas, call +61 2 9007 3023.
Support is available during business hours.

3️⃣ Alternatively, email your cancellation:
Send your request to cancel@tpg.com.au. Include:

• Your full name and customer ID
  
  
• Service you wish to cancel
  
  
• Preferred cancellation date
  This counts as your official 30 days written notice.
  
  

4️⃣ Verification & Retention Offers:
The rep may verify your ID and ask why you’re leaving. You may get an offer (e.g., a discount or technical fix). You’re not obliged to accept — you can simply insist on proceeding with cancellation.

5️⃣ Written confirmation:
TPG may send an email asking you to reply confirming cancellation. Reply promptly — this triggers the 30-day notice period.

6️⃣ Final steps:
Ask for a reference number or confirmation email showing your end date. This ensures no billing beyond your cancellation.

💡 Tip: If phone wait times are long, send an email or use the TPG Live Chat on their support page to initiate cancellation.

 TPG requires 30 days written notice before cancelling your service.

Here’s how timing works:

• Notice period: From the day TPG receives your request, the service continues for 30 days (you’ll be billed during this period).
  
  
• Billing cycles: TPG bills monthly. They typically don’t offer pro-rata refunds, so timing your cancellation close to your billing cycle helps minimise overlap.
  
  
• Contract expiry: Contracts don’t end automatically — if you’ve finished your term, your plan continues month-to-month until you cancel. Give notice at least 30 days before your desired end date.
  
  
• Immediate disconnection: You can request it, but you’ll still be charged the full 30 days’ fee in lieu of notice.
  

⏰ Example: If you email TPG on June 1, your service will end June 30. You’ll pay up to that date, even if you stop using it sooner.

Here’s what you may be charged when cancelling TPG:

1️⃣ Month-to-Month Plans:
No cancellation fee — you just pay for the 30-day notice period.

2️⃣ Contracted Plans:
You’ll pay an Early Termination Charge (ETC) if you cancel before the contract term ends.

• ETC may cover remaining monthly fees or modem costs (commonly $99 for early exits).
  
  
• Check your CIS or plan agreement for the exact amount.
  
  

3️⃣ Modem or Hardware:
If your plan included a “free” or subsidised modem, you may need to return it or pay a device fee if leaving early.

4️⃣ Final Bill:
Expect a final invoice including your last 30 days of service plus any early termination fees if applicable.

5️⃣ No Pro-Rata Refunds:
TPG generally doesn’t refund unused days. Instead, you pay through your notice period.

💡 Plan your cancellation timing to line up with your billing cycle. Most customer complaints about “extra month charges” are simply the 30-day notice being billed.