Can I cancel my NBN plan anytime?

Why this happens

• Month-to-month plans have no exit fee — only a notice period applies
• Fixed-term contracts have an early termination fee, but under Australian Consumer Law it must reflect genuine cost, not a penalty
• Some ISPs make cancellation harder than it legally needs to be
• Your rights under the TCP Code apply regardless of what your ISP's internal policies say

How to fix it — step by step

1. 1. Check whether you're on a contract or month-to-month

   Log into your account or check your original sign-up email. Your Critical Information Summary (CIS) will state whether you have a minimum term and what exit fees apply. If in doubt, ask your ISP directly.

2. 2. Month-to-month: give written notice and you're done

   On a month-to-month plan, you give notice (usually 30 days) in writing, your service runs to the end of the current billing period, and there is no exit fee. Keep a copy of your cancellation email.

3. 3. Fixed-term contract: request the exit fee in writing

   Ask your ISP for the exact early termination fee and how it was calculated. Under Australian Consumer Law, the fee must reflect their genuine reasonable cost — not the full remaining retail value of your contract.

4. 4. If you're moving to an unserviceable address

   If you're relocating to an address where your current ISP can't provide service, some providers will waive or reduce the exit fee. Ask specifically — it's not always offered proactively.

5. 5. Unresolved cancellation disputes go to the TIO

   If your ISP is making cancellation unreasonably difficult or disputing the exit fee, lodge a formal complaint. If unresolved in 15 business days, escalate to the Telecommunications Industry Ombudsman (tio.com.au) — it's free and binding.