Every Quokka Net plan is month-to-month, so you can cancel any time with no exit fee. When you do, we refund the days you’ve paid for but won’t use. This page explains how to cancel and what your final bill looks like.

Before you cancel

  • Moving house? You don’t need to cancel. We can set up your service at your new place and close the old one once the new one is live. See moving home.
  • Paying too much, or need more speed? You can change your plan any time, with no fee.
  • Switching to another provider? Check with them first whether they’ll cancel your Quokka Net service for you as part of the switch. On some networks, signing up with a new provider ends your old service automatically. If they won’t, cancel with us once your new service is working, so you’re not left without internet.
  • Keeping a phone number? If you have a home phone service and want to keep the number, start the move with your new provider first. Cancelling with us first can mean losing the number.
  • Having trouble paying? We may be able to help you stay connected. See financial hardship assistance.

How to cancel

In Client Login

  1. Log in to Client Login.
  2. Open the service you want to cancel, and request a cancellation.
  3. Choose when it ends:
    • Immediately: your service stops straight away.
    • At the end of your billing period: your service keeps working until the end of the month you’ve paid for, then stops.

Check your invoices before you choose “end of billing period”. Your next invoice is issued 7 days before your next anniversary date. If it’s already been issued, choosing this option sets the cancellation for the end of that next billing period, so your service runs, and is billed, for another month. To see, open Invoices in Client Login and look for an invoice for your next billing period.

If it’s already there, you can still end your service at the end of your current billing period. Call us on 1800 663 977 or email [email protected], even if you’ve already requested the cancellation in Client Login: we’ll cancel the new invoice and end your service when you asked.

By phone or email

Call us on 1800 663 977 or email [email protected]. Tell us:

  • which service you want to cancel, and its address
  • the date you want it to end

We need to hear from the account holder or an authorised representative, and we’ll check it’s you before we cancel. We’ll confirm your service’s end date with you.

Your final bill

  • No exit fee. Our plans have no lock-in contract.
  • Pro-rata refund. Your plan is billed a month in advance. When it ends part way through a month, like when you cancel immediately, we refund the days from the end date to your next anniversary date. If it ends at the end of your billing period, there’s nothing to refund, and no more invoices.
  • Anything still unpaid. Any earlier invoices that haven’t been paid are included.
  • A payment plan for a new development fee. A few customers pay off their new development fee in instalments. If you’re one of them, the rest of the fee becomes due when you cancel, and we charge it to your saved card.

If the refund is more than you owe, we’ll refund the difference to you. Refunds aren’t automatic: our accounts team processes each one by hand when they reconcile your account, so it can take a little while after your service ends. If you haven’t received yours, contact us.

Your router and equipment

  • A router you bought from us is yours to keep. It may work with your next provider: check with them.
  • Your connection box belongs to the network, so leave it where it is. Don’t take an nbn connection box with you if you move: it’s nbn property, and it won’t work at another address.