How to Cancel an Optus Plan: Mobile, NBN and Home Internet

Source: Optus: contact customer service.

Keeping the number comes first

ACMA says only active numbers can be ported. Ask the new provider to accept and arrange the transfer before requesting disconnection. The transfer does not erase amounts owed to the old provider.

Source: ACMA: keep or port your phone number.

For a household with several Optus numbers, read back the exact service to be closed. Keep any other numbers and subscriptions on a separate list; “cancel my account” can be too imprecise for the outcome you want.

What does cancellation cost?

For the current nbn offers reviewed, Optus says advance charges for the remaining payment cycle are not refunded unless the agreement or consumer-law rights provide otherwise. Associated device payments become payable and applicable device credits are lost. These are current-offer terms, not a ruling on every older contract.

Source: Optus: current nbn terms.

Ask for the effect of two dates if you are close to the next payment: cancelling now and cancelling at the end of the paid period. Let the actual quote decide; there is no single bill-day shortcut that works for every Optus product.

For Prepaid, distinguish stopping AutoRecharge from permanently closing the number. If the number is important, ask Optus about its status and arrange any transfer before letting it lapse. Removing an app or taking out the SIM is not a cancellation request.

If the final invoice differs from the quote, ask Optus to explain each difference using your cancellation reference. Keep the relevant bill and chat transcript together so you do not have to retell the whole history.

Sources and review notes

Checked 10 September 2026 against the sources below. This is documentation-based guidance; we did not access a customer account or test these instructions on a handset.