Cancel Account Now

Level 1
Level 1

I wish to urgently cancel my account.  This is a new account and I have paid all funds in advance on the understanding that connection would take place up to 30 days.  I am now told connection will take over 2 months.  This is unacceptable and not in line with 'up to 30 days' advice I was told when I opened account.


I wish to immediately cancel account and have all funds paid by me in advance refunded.  I have not received any services as yet.


Hi @Nor,


Welcome to the Community! 


We regret to know that you wish to cancel the service and apologies for the delay in getting your service up and running. 


The initial date provided is the earliest date available provided to us by our wholesale partner, NBN Co. We can have a look to see if we can schedule you in with an earlier time however, we cannot guarantee this as we work with our suppliers to provide this particular service, which means we are reliant on their scheduling.


Moreover, the NBN co. is rushing to roll out installations and some of our statistics reveal that they are finding it difficult to stay on top of the demand. We have an excellent working relationship with them and immediately ask that the NBN prioritise the installation of your service. 


I've seen that you have spoken to one of our Accounts Specialists and have escalated this issue. We are awaiting further updates and will be in touch as soon as an update becomes available.






Hi @Nor,


We're sorry to learn that you have decided to withdraw the installation. If there is anything that we can assist during your transition, please feel free to let us know. 


Thank you.