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How to Cancel iiNet AU

iiNet is a major Australian broadband provider offering ADSL, cable, and NBN services at $50-$150 AUD per month. Cancellation is phone-only and requires a minimum of 30 days' notice. Early termination fees of $150-$350 AUD apply if you're within a contract period.

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Quick Facts

Cancel online?
No — phone/letter required
Pause option?
No
Refund policy
iiNet does not issue refunds for early cancellation within contract periods. You may receive a pro-rata credit if you cancel mid-billing cycle, which will be applied to your final bill rather than refunded as cash.
After cancellation
iiNet retains your account records, billing history, and contact information for a minimum of 12 months after cancellation in accordance with Australian telecommunications regulations and the Privacy Act 1988.

Cancellation Steps

Go directly to iiNet AU cancellation page

  1. Call iiNet customer service on 13 19 17

    Ring iiNet during business hours (early morning or mid-week calls experience shorter wait times). Have your account number or service address ready.

  2. Confirm your identity with the representative

    Provide your full name, account number, and registered phone number or service address, then answer security questions to verify you're the account holder.

  3. Request cancellation with your preferred date

    Specify when you want your service cancelled (minimum 30 days from today). The representative will inform you of any early termination fees if you're within a contract.

  4. Arrange modem and equipment return

    Ask for a return label or post office instructions for sending back your iiNet modem and any other equipment within the specified timeframe.

  5. Request written confirmation by email

    Ask the representative to email you a cancellation confirmation with your reference number and exact disconnection date for your records.

Tips & Things to Know

  • Check your contract before calling—early termination fees of $150-$350 AUD apply if you're within a lock-in period; cancelling on your contract end date avoids these charges.
  • Return your modem within 30 days of disconnection or face a $100-$150 AUD non-return fee charged to your final bill.
  • Request written confirmation of your cancellation date in email form to prevent surprise charges if your final billing date is unclear.

Your Consumer Rights

  • Australian Consumer Law protects your right to cancel services with reasonable notice and prohibits unfair contract terms.
  • Telecommunications Consumer Protections Code requires clear communication of cancellation terms and conditions for broadband providers.

Frequently Asked Questions

What are the early termination fees if I cancel iiNet within my contract?
Early termination fees range from $150-$350 AUD depending on how much time remains on your contract (typically 12 or 24 months). If you're on a month-to-month plan after your contract ends, there are no early termination fees.
Will I receive a refund when I cancel iiNet?
iiNet does not refund cancellation fees, but you may receive a pro-rata credit if you cancel mid-billing cycle, applied to your final bill rather than refunded as cash.
What happens if I don't return my iiNet modem after cancellation?
You will be charged a non-return fee of approximately $100-$150 AUD, added to your final bill if the modem is not returned within 30 days of disconnection.
How long does cancellation take after I call iiNet?
Your service will be disconnected on the agreed date (minimum 30 days from your call), and your final bill will arrive 7-14 days after disconnection.
Can I transfer my iiNet service to a different address instead of cancelling?
Yes, you can request a service transfer through customer service if NBN is available at your new address, though you may need to cancel if the new location isn't covered by iiNet.

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