How to Cancel Telstra (2026)

Telstra covers mobile, broadband, and home phone under one account. Cancelling one service doesn't cancel the others, and each has its own process. The good news: most Telstra plans since 2019 have no lock-in contract, so there's usually no early termination fee. The less good news: there's still a modem to return, a number to port, and potentially a device repayment to settle.

Cancel mobile

If you're keeping your phone number (you probably are), port your number to your new provider first. Once the port completes, Telstra automatically cancels your mobile service. You don't need to call them separately.

If you're not keeping your number:

1. Open the My Telstra app
2. Select your mobile service
3. Go to Manage > Cancel Service
4. Follow the prompts

Or call 13 22 00 and say "disconnect."

Device repayments: If you're still paying off a phone through Telstra, the remaining balance becomes due when you cancel. Check your My Telstra app under your plan details to see how much you still owe.

Cancel internet or home phone

1. Call 13 22 00 and say "disconnect"
2. Or start a chat through the My Telstra app

Telstra doesn't currently offer a self-service cancel option for broadband online. You need to call or chat.

Notice period: Telstra may require up to 30 days' notice depending on your plan. Month-to-month plans can typically be cancelled with shorter notice.

Return your modem

Telstra will send you a return label. You have to return the modem within the timeframe they give you (usually within the first 24 months of having it). If you don't:

• Smart Modem: $200 non-return fee
• 5G Home Internet modem: $400 non-return fee

If you've had the modem for more than 24 months, you may not need to return it. Confirm with Telstra when you cancel.

Early termination fees

Most Telstra plans sold since 2019 are month-to-month with no lock-in contract and no early termination fee. If you're on an older plan (pre-2019), check your original agreement. Early termination charges on legacy contracts vary.

For business plans, different rules apply. Check with Telstra's business support on 13 20 00.

Things to sort before you cancel

• Port your mobile number to your new provider before cancelling (the port triggers the cancellation automatically)
• Pay off any device balance or be prepared for the final charge
• Download or back up any Telstra email content if you use a Telstra email address (@bigpond.com, @telstra.com). Access may be cut after cancellation
• Return the modem promptly to avoid fees