# How to Cancel Exetel Broadband: Notice Periods and Your Final Bill > The One and older Exetel plans cancel under different rules. On The One there is no 30-day notice but the rest of the billing cycle is payable; legacy residential fibre terms require 30 days. How to confirm which applies, request the cancellation and check the final bill. - Canonical URL: https://techxtelco.com/broadband/guides/how-to-cancel-exetel-broadband/ - Published: 2024-06-05 - Updated: 2026-09-13 - Topics: Internet, Guides - Author: David Everson - Image: https://anrkjmgqmwfosbvyzrzc.supabase.co/storage/v1/object/public/article-images/exetel-cancellation/hero-v1.webp - Publisher: Tech X Telco (https://techxtelco.com) Leaving Exetel is straightforward once you know which set of rules covers your service, because the current plan and the older ones do not work the same way. On Exetel’s current The One nbn plan there is no 30-day notice period, but you pay out the rest of your billing cycle. On the older residential fibre terms, cancellation takes effect 30 days after you tell Exetel. Confirm which applies to your account before you pick a date. **Quick answer** Contact Exetel through its live chat or support team, name the service and address you want cancelled, and ask for the last day of service, the last day you will be charged and an itemised final amount in writing. On The One, Exetel’s FAQ says you do not need to give 30 days’ notice but you are charged for the rest of the billing cycle. On legacy residential fibre terms, clause 12.1 requires 30 days’ notice and the cancellation date falls 30 days after you notify Exetel, unless Exetel agrees otherwise. ## Check Which Cancellation Rule Applies The awkward part of leaving Exetel is that a search can turn up an older contract that still binds some customers, sitting alongside a different policy for the current plan. Neither is the answer for every account. Start with your plan name and the Critical Information Summary attached to your service, not with the year you joined. ### Two Different Rule Sets Both are Exetel’s own published documents. Ask Exetel to confirm in writing which one governs your service. - The One nbn plan: no 30 days’ notice, but the cycle is payable The Critical Information Summary lists a minimum term of one month with a $0.00 activation fee and a maximum early termination charge of $0. Its cancelling-your-plan section says you can cancel at any time though you will be charged for the rest of your billing cycle. - Legacy residential fibre plan: 30 days’ notice Clause 12.1 lets you cancel at any time by giving Exetel 30 days’ notice, and the defined cancellation date is 30 days after you notify Exetel, unless Exetel agrees otherwise. Clause 12.8 makes you liable for charges up to and including that cancellation date, including any early termination and outstanding equipment charges set out in your agreement. - Not sure which you hold? Find your plan name and Critical Information Summary in your account records, or ask support to identify them. Exetel’s terms page keeps current documents and a separate legacy products section, so the same provider genuinely publishes both. ## How to Request the Cancellation Use Exetel’s contact page to reach support and request cancellation of the broadband service at your address. Exetel says its live chat team is available every day from 9am to 9pm Sydney time. Starting a chat is not itself proof that the service has been cancelled, so ask the agent to confirm the process and give you something in writing. **Step by step** 1. Have your account number, service address and latest bill in front of you, and name the exact service to cancel. This matters most where an account carries more than one service; “cancel my account” is too imprecise. 2. Ask for two dates: the last day of service and the last day you will be charged. Write both down even when they are the same, because on The One the billing cycle, not the disconnection, sets the final charge. 3. Ask for the final amount itemised. Request any notice-period charge, remaining contract commitment, equipment amount and adjustment as separate lines rather than one total. 4. Save the reference number and the chat transcript or confirmation email. Check that it names the correct address and the agreed end date before you close the window. ## A Message You Can Copy This wording is our own, not Exetel’s. It asks for the four things worth having on the record. > Please cancel my broadband service at \[address\] on \[date\]. Please confirm which cancellation terms apply to my plan, the final service date, the last date I will be charged, and any remaining charges or equipment obligations. If that date is not possible, please tell me before processing the request. ## What Happens to Your Final Bill On The One, a $0 early termination charge does not mean unused days come back to you. Exetel’s cancellation FAQ gives its own example: if your cycle starts on the 1st and you cancel on the 14th, you are charged for the full month, and you can instead choose to ride out the service until the cycle ends. Use your own billing anniversary, which may not be the first of the month. Exetel also says any Warp Speed fees or Hibernate credits from that cycle are added to the final bill, which can be paid in the app, with a receipt sent after everything is processed. Check those adjustments against the days you actually used each feature. The Critical Information Summary says the same thing in its own words: cancel at any time, but the rest of the billing cycle is charged, with Hibernate and Warp Speed calculated into a final invoice. On a legacy plan, ask for the calculation under your own agreement rather than assuming the current plan’s $0 early termination charge applies. Clause 12.8 also says Exetel will refund an overpayment on your account, after applying it to any undisputed outstanding charges, and clause 12.12 says you remain liable for usage if you can still use the service after the cancellation date. ## Switching Providers? Set the Order of Events First Before booking a disconnection, ask your new provider whether it is transferring the existing service or arranging a separate connection, then confirm with Exetel how that affects your end date and billing. A working replacement connection does not by itself mean every old charge has stopped. If you rely on the connection for work, do not set a cancellation date against an unconfirmed activation estimate. A few days of paid overlap is usually better than an avoidable gap. If an old home-phone number matters to you, ask the receiving provider how to keep it before you close anything linked to it. ## Keep the Router Question Separate From the nbn Box Ask Exetel whether your particular router or hardware offer leaves anything to pay or return, and keep both the instructions and any tracking receipt. Older offers differ, so there is no single equipment answer that safely covers every account. The nbn connection box is a separate question. If you are moving, nbn says to leave any nbn-supplied equipment at your old address, along with the nbn-supplied power adaptor and cables, because the equipment is registered to that address and may not work at your new home. That is nbn’s hardware, not your Wi-Fi router. ## If the Cancellation or the Bill Is Wrong Send Exetel the agreed cancellation date, your reference and the disputed line on the bill, say what you want corrected, and ask for a complaint reference number. Exetel’s complaints handling policy lists complaints@exetel.com.au, an online complaint form, and 1300 692 140 on weekdays from 8:30am to 9:00pm AEST and 10:30am to 6:30pm on weekends and public holidays. The policy says a complaint reference number is generated when you lodge, that Exetel aims to resolve complaints within 10 working days, and that it will not close a complaint without your agreement. For a billing error it says it aims to finish no later than the end of the billing period immediately following your current one, or within 30 calendar days, whichever comes first. If that does not resolve it, the Telecommunications Industry Ombudsman is free and independent. Its process expects you to raise the problem with your provider first, which is why the reference number and dates are worth keeping. ### Keep These Four Things - The cancellation reference number. Quote it on every later message about the account. - The agreed last day of service and last billed day. In writing, with the service address named. - The itemised final amount. Separate lines let you challenge one charge without disputing the whole bill. - Equipment instructions and any tracking receipt. Keep them until the final invoice is settled. ## Sources and How This Was Checked Checked on 12 September 2026. This guide covers Australian residential broadband and distinguishes The One from the legacy fibre terms; business and mobile broadband contracts are outside its scope. We read Exetel’s published documents and public support information. We did not log in to a customer account, test an in-app cancellation, or cancel a service. The suggested message, the ordering advice and the checklist are editorial guidance, not Exetel instructions. Exetel’s cancellation FAQ has no page of its own; it appears as an accordion on the Exetel home page, which is why that link points there. ### Official Pages Used - [Exetel: nbn Critical Information Summary (The One)](https://assets.exetel.com.au/files/terms/2507/exetel_cis_nbn_010725.pdf): one-month minimum term, $0 early termination charge and the cancelling-your-plan section. - [Exetel: Cancelling Your Internet Service (FAQ on the Exetel home page)](https://www.exetel.com.au/): no 30 days’ notice on the current plan, the 1st-to-14th billing example, Warp Speed and Hibernate on the final bill. - [Exetel: legacy residential fibre broadband terms](https://assets.exetel.com.au/files/legacy/residential/exetel-residential-fibre-broadband.pdf): the cancellation date definition and clauses 12.1, 12.8 and 12.12. - [Exetel: terms and conditions](https://www.exetel.com.au/terms): current residential documents and the separate legacy products section. - [Exetel: contact us](https://www.exetel.com.au/contact-us): live chat hours and support options. - [Exetel: complaints handling policy](https://assets.exetel.com.au/files/terms/2507/exetel_complaints-handling-policy_010725.pdf): complaint contacts, reference numbers, response targets and Ombudsman escalation. - [nbn: Moving home](https://www.nbnco.com.au/residential/moving-home): leave the nbn connection box, supplied power adaptor and cables at the property. - [Telecommunications Industry Ombudsman: Make a complaint](https://www.tio.com.au/make-a-complaint): the provider-first complaint process. Related on Tech X Telco: [How to cancel an Optus plan](https://techxtelco.com/broadband/guides/how-to-cancel-optus/) and [How to cancel Telstra services](https://techxtelco.com/broadband/guides/how-to-cancel-telstra-services/), which follow the same approach for the other two providers.