Can I cancel Telstra nbn online without calling?

Yes, you can cancel via the My Telstra web portal (my.telstra.com.au) under Services > Manage internet > Cancel your service. Note this is not available in the My Telstra app — you must use a web browser. Alternatively you can cancel via live chat, phone (13 22 00), or at a Telstra store.

Is there a cancellation fee for Telstra nbn?

Telstra nbn plans are month-to-month with no lock-in contract, so there is no early termination fee. You will be billed pro-rata for your usage up to the cancellation date. However, if you cancel within the first 24 months you must return the Telstra Smart Modem or pay a $200 non-return fee.

Do I need to return the modem when I cancel?

Yes, if you have been with Telstra for less than 24 months you must return the Smart Modem to avoid a $200 non-return fee. After 24 months of active service the modem is yours to keep at no charge.

How long does it take for Telstra nbn to be disconnected?

Disconnection typically takes 2–5 business days after your cancellation request is submitted. You will receive a confirmation SMS or email once the request is processed.

Should I cancel Telstra before switching to a new nbn provider?

No — it is strongly recommended that you sign up with your new provider first without cancelling Telstra. The new provider will arrange the nbn transfer automatically, minimising downtime. If you cancel Telstra first you may be left without internet service for several days.

Will I receive a refund for unused days in my billing period?

Telstra bills monthly in advance for nbn services. Upon cancellation you will receive a pro-rata credit or refund for any unused days in your current billing period, applied to your final bill.

How to Cancel Telstra nbn (2026)

Telstra nbn plans start from $0.00/month. Follow our 7-step guide to cancel your subscription in about 10 minutes — with tips to avoid retention offers.

Updated: April 2026

Medium

Visit Website

Estimated Time:10 minutes

Cancel Method:Website

Sign in to My Telstra

Go to my.telstra.com.au and sign in with your Telstra ID (email/mobile number and password).

Go to Services

From the Account Overview dashboard, locate the 'Services' section and find your home internet/nbn service listed there.

Select Manage Internet

Click on your nbn service, then select 'Manage internet' (or 'View or manage your plan') to open the plan management screen.

Select 'Cancel your service'

Scroll down to the 'Manage your plan' section and click 'Cancel your service'. Note: this option is only available via the web browser — you cannot cancel through the My Telstra app directly.

Choose cancellation reason

Select your reason for cancelling (e.g. 'I've had a poor experience', 'I'm moving', 'Switching providers'). Choosing 'I've had a poor experience' may trigger a retention offer of $20/month off for 6 months.

Confirm cancellation details

Review your cancellation date and any applicable fees. If you have had the service for less than 24 months, you will be prompted about the modem non-return fee of $200 (waived if you return the Telstra Smart Modem).

Submit cancellation request

Confirm and submit the cancellation. You will receive an SMS/email confirmation. Disconnection takes up to 2–5 business days.

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