We never like to say goodbye to any of our customers, but we understand that sometimes it may be necessary to cancel your service with us. The first thing you need to do, is contact us in writing to advise that you wish to cancel your service. This can be via a ticket in our portal or an email [email protected]. We cannot cancel your service over the phone.
There is a chance that your service may be able to be transferred. When you contact us, if you know where you are moving to, let us know the address and we can investigate whether the service can be transferred to your new address. Call our friendly team (6809 2100) to check if our service is available at your new address (or use the Location checker on our website). The website also has a section on ‘Relocation of Service’.
Yes. The standard relocation fee is $400 including GST. This covers our technicians collecting the service equipment from your current property and installing it at your new premises, including the required cabling for the router at its new location.
Of course, we always strive for happy customers, however we do understand that at times our service may not be what you need at this time. If you are not happy with the performance of your service, please let us know, as there may be something that we can do to address it.
We are very sorry to see you go. If you still want to cancel, you need to contact us in writing via a ticket on the portal or via email [email protected]. It is important to note that only the primary account holder or a fully authorised representative can request a cancellation.
Yes. We have a minimum notice period of 30 days to cancel any service.The service will be available for use until the end of the notice period, or you may choose to have the service disabled prior to this date. Billing for your service will stop at the end of the 30-day notice period.If you know the specific date you wish to cancel the service on, we request that you provide advice to us in advance of the 30-day required notice period.
Yes. There is an early termination fee of $750.If you cancel a fixed-term contract early, both early termination fees and charges will apply, as per our Terms and Conditions. When you contact us in relation to the cancellation, we will advise of these costs as they apply to your contract. Please refer to the Critical Information Statement for more details on the calculating of early termination fees and charges and how they will be applied. Alternatively, contact one of our friendly administration team and they will provide clarity around the total costs involved in early termination. Phone 08 6809 2100.Finally, we will need to collect the router and dish from the property once the service has been cancelled. We will provide information on this when you confirm cancellation.
No, we do not have a cooling off period. Once a fixed contract is signed for our fixed wireless service, the Terms and Conditions clearly outline the requirements of both the customer and the provider.
-
