How to cancel a Personal account or service

We’re sorry you’re thinking of leaving us

Here are some things you need to know:

  • Review your contract

If you are currently on a fixed-term contract, cancelling early could result in early termination fees. However, if your contract has already concluded, there is no need to worry.

  • Payment plans

Do you have a mobile device or hardware (e.g. SuperWifi) on an interest-free payment plan? If you decide to cancel before it your hardware is fully paid off, the remaining instalments will be included in your final invoice.

  • Giving us notice

It is up to you to contact us to confirm that you wish to cancel a service or multiple services. There is a standard 30-day notice period for cancelling One NZ services. This notice period starts from the day you let us know that you want to cancel. More information can be found in our terms and conditions.

  • Switching providers?

Are you looking to switch to another provider while keeping your phone number or broadband services? To ensure there is no disruption to your calling or your internet access, your services will need to remain active with us until the transition to your new provider is complete. If you are not switching to another provider and want to cancel your services or account, please keep in mind that you will lose your current phone number and services like voicemail.Remember, we can help you arrange broadband with us if you are simply moving house.

  • In the event of illness

If you hold a Power of Attorney for a terminally ill account holder, you can contact us by calling 0800 438 448 for further assistance.

  • In the event of bereavement

If the primary account holder cannot contact us themselves due to bereavement, fill out our online bereavement form.

  • How to reach us

If you are ready to proceed with cancelling your broadband service, this must be completed via our Broadband cancellation form.

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

When we're availablePhone
Mon to Fri 8am to 8pm (NZST)

When calling from New Zealand:

0800 800 021

Sat and Sun 9am to 6pm (NZST)

When calling from overseas:

+64 9 355 2007

Public Holidays 9am to 6pm (NZST)

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