Cancelling your Service
How do I cancel my Internode account/services?
We hope that you won't ever cancel your account - but of course sometimes needs and circumstances change and you may need to do so in the future.
Contacting Internode:
To cancel your Internode account, please call our Cancellations team between 9am and 5pm Adelaide time, Monday to Friday, on 1300 663 327.
Why Are You Cancelling?
Relocating?
If you're relocating your Internode service, then there is no need to cancel your service through the above methods (unless you plan to reconnect with Internode after more than 3 months in the future). Our Sales team are always happy to assist you with the relocation of your Internode account and can be contacted between 7:00am to 9pm ACST, Monday to Friday, or 8:00am to 5pm Saturday, on 13 66 33, option 1.
Alternatively, you can log into your My Internode page and under "My Services", click on "Relocate ADSL Service". From here you can either create a relocation request, or manage an existing relocation request.
For more information on our relocation process, please see our page on ADSL Relocations.
Changing Your Plan?
Stop! In most cases you don't need to cancel your Internode service in order to change your plan. If you'd like to change your current plan, please log in to your My Internode page and click on "Change ADSL Plan" under the "My Account' section. Just follow the steps listed on this page to change your current plan, which will take effect as of your next rollover date. If you need any assistance, please don't hesitate to contact our Sales team on 13 66 33, option 1.
If you need to cancel your account in order to change to another Internode service (e.g.: moving from Easy Broadband to Easy Naked on the same phone line), our Sales team are there to assist you between 7:30am to 8pm ACST, Monday to Friday, on 13 66 33, option 1.
For detailed information about changing your plan, see our page on Plan Changes.
Not Satisfied With Your Internode Experience?
In the hopefully unlikely event that you are contemplating cancelling your account because you are not happy with the service you have received from Internode, we would certainly like the opportunity to try and rectify the issues you're experiencing and restore your faith in Internode, before you terminate your services with us.
You can send your feedback to us via the following contact page, regarding what we might be able to do in order to change your mind - we'd much prefer to resolve any issues you might have, if at all possible, rather than to see you go.
Important Things to Note Before You Cancel:
Past/Present Contract Options and Cancellation Fees:
If you do leave, the only factor to bear in mind is that early cancellation charges may apply. For example:
- ADSL signups from 21st April 2009 have a choice of discounted setup and a 24 month contract; or pay the full setup charges and have a one month rolling contract. With the 24 month contract, if you cancel your service then an early cancellation charge of $120 applies in the first 12 months, reducing to $65 in the second 12 months.
- ADSL signups from 11th November 2008 to 20th April 2009 had a choice of free setup and a 24 month contract; or paid setup and a one month rolling contract. Internode Ultra services were all on a 24 month contract. An early cancellation charge of $199 applied if a 'free setup' service was cancelled within the first 24 months.
- ADSL signups from 6th May 2008 to 10th November 2008 had an early cancellation charge of $65 if cancelled within the first 12 months.
- Prior to 6th May 2008, the early cancellation charge applied for the first six months only, so these should no longer be an issue.
When Can I Cancel?
Please note that cancellations are unable to be backdated, which means your cancellation will take effect on or after the date you contact Internode.
What Happens to My Billing When I Cancel?
Any payments already collected (in advance) for months not yet used will be refunded to you, however, payments received for the current month will be non-refundable. Our staff will take the appropriate steps to reconcile your account and cancel your services on the date you've nominated. Please also note that Internode do not credit partially-used months as per our Standard Form of Agreement.
