How to Cancel Optus (2026)

Optus handles mobile, home internet, and TV under one account. Cancelling one service doesn't cancel the others, and the process is slightly different for each. You'll need to contact Optus directly for mobile and broadband, but Optus Sport can be cancelled through the app or your device's subscription settings.

Since the 2023 data breach, Optus has lost a significant number of customers. If you're among those still looking to leave, here's exactly how to do it.

Cancel Optus mobile

If you want to keep your phone number, do not cancel your Optus service first. Port your number to your new provider instead. Sign up with the new provider, give them your Optus details, and they'll request the port. Once the port completes (usually within a few hours, sometimes up to two business days), your Optus mobile service cancels automatically.

The account holder name must match between providers for the port to go through.

If you don't need to keep the number, call 133 937 (Mon-Fri 9am-6pm, Sat 9am-5pm local time) and request a cancellation. You can also use live chat in the My Optus app.

Prepaid mobile: No need to cancel. Just stop recharging and the service will expire on its own.

Device payment plans: If you're paying off a phone or tablet through Optus, the remaining balance becomes due immediately when you cancel. Check your balance in the My Optus app before you call so there are no surprises.

Cancel Optus broadband (NBN, 5G, or Home Wireless)

Call 133 937 or use live chat in the My Optus app. You can also log into My Account, go to Moving & Disconnecting, and follow the prompts.

Optus requires 30 days' notice for broadband cancellations. You'll continue paying through the notice period.

If switching to another NBN provider, have your new provider place their order first. They can activate on your existing line, and you cancel Optus afterwards. This avoids a gap in service.

Equipment return

All Optus-supplied modems, routers, and Fetch TV boxes must be returned within 30 days of cancellation. Optus will send return instructions (usually a prepaid satchel) after your account closes.

Non-return fees are steep:

• NBN modem: around $200
• 5G Home Internet device: $330
• Fetch TV box: up to $250

Keep the tracking number when you return equipment. If Optus claims they didn't receive it, you'll need proof of postage.

Early exit on broadband

Month-to-month plans have no exit fee. If you're within the first 36 months of an NBN plan that included a "free" modem, you may owe $8.50 per remaining month to cover the modem cost. For example, leaving after 12 months means paying $204 as a lump sum for the remaining 24 months.

Cancel Optus Sport

How you cancel depends on how you subscribed:

• Through the My Optus app: Go to Service, then Add-ons, select Optus Sport, and choose Remove Optus Sport. Confirm the deactivation.
• Through Apple App Store or Google Play: Cancel via your device's subscription settings, not through Optus.
• Through Optus SubHub: Log into SubHub and cancel from your subscription management page.
• Bundled with your plan: Call 133 937 to remove the add-on.

Your access continues until the end of your current billing cycle after cancellation.

Things to check before you cancel

• Two-factor authentication: If any accounts use your Optus number for SMS verification, update them to your new number before cancelling. Once the number is gone, you lose access to those codes.
• Optus email: If you have an @optusnet.com.au email address, it will be deleted after cancellation. Download anything you need first.
• Account holder only: Only the account holder can cancel. If the account isn't in your name, you'll need the holder to make the call.
• Reference number: Always ask for a cancellation reference number and email confirmation. If something goes wrong with the cancellation, you'll want proof.