Cancelling your home broadband, home wireless broadband or personal mobile service must be done via our online cancellation form. You do not need to call us to cancel these personal services.

• Review your contract

If you are currently on a fixed-term contract, cancelling early could result in an early termination charge. However, if the fixed term of your contract has ended, there is no need to worry about this.

• Interest free

If you have a mobile phone, accessory, or hardware (e.g. SuperWiFi) on an interest free payment plan and you decide to cancel before it is fully paid off, the remaining balance will be included on your final invoice with us. You will need to pay this remaining balance.

• Giving us notice.

There is a standard 30-day notice period for cancelling One NZ services. You can request to disconnect a service earlier than 30 days, but we will continue to charge you during the notice period even if the service is disconnected. Your notice period will start from the day you submit a request via our online cancellation form, unless you are switching mobile or home phone providers as described below.

• One NZ's Consumer General Terms apply
• One NZ’S online cancellation form

• Switching providers?

To ensure there is no disruption to your service, your services will need to remain active with us until the transition to your new provider is complete.
Your new mobile or home phone service provider will notify us to disconnect your old service, and your notice period will start from the day of your transfer to your new provider. You do not need to contact us.

• Moving house

If you’re simply moving house and want to take your broadband or home phone with you, we can arrange the cutover to your new place. To help everything go smoothy, please give us at least two weeks’ notice to arrange this before you move. You do not need to give us 30 days’ notice or complete our cancellation form if you’re moving house. For more information, see our moving house page.

• In the event of illness.

If you hold a Power of Attorney for a terminally ill account holder and you are cancelling services or arranging a house move for them, please contact us by calling 0800 438 448 for further assistance.

• In the event of bereavement.

If the primary account holder has passed away, we can assist you to either disconnect their services or transfer them to someone else. Please contact us by calling 0800 438 448 or fill out our online bereavement form.

• How to reach us.

Cancelling your home broadband, home wireless broadband or personal mobile service must be done via our online cancellation form. You do not need to call us to cancel these personal services.

To cancel any other services on your account including business services or if you have any questions, please call us using the relevant contact number here: