Important things to know
The Cancellation process
Complete this form once for each personal One NZ service you want to cancel (your home broadband, wireless broadband or your personal mobile service). If the primary account holder is deceased, please fill out our online bereavement form.
Do not fill in this cancellation form if you planning to switch to another provider while keeping your phone number or broadband services. Your new provider will need to contact us and organise this change for you. Only use this form for phone numbers or broadband services you are not transferring.
As it may not be possible to restore services once they have been disconnected, or it may take time to do so, we require accurate and complete information from you
Do not fill in this cancellation form if you planning to switch to another provider while keeping your phone number or broadband services. Your new provider will need to contact us and organise this change for you. Only use this form for phone numbers or broadband services you are not transferring.
As it may not be possible to restore services once they have been disconnected, or it may take time to do so, we require accurate and complete information from you
Notice period
- You must give us 30 days notice to cancel a service, which will begin once you have submitted this cancellation form.
- You can ask us to disconnect earlier but we will require at least 7 days to process a disconnection request.
- We will charge you for the full notice period even if you ask for an earlier disconnection.
- Please see our General Consumer Terms for more information.
Timeline to cancel
We will send you a confirmation email with a reference number once we receive your request. We will send you a second email once the cancellation process has started. This may take up to 7 days.
You'll get a final email from us confirming the disconnection date and when your billing will stop.
If you disconnect your service close to your normal billing date, the disconnection might not show up on your next bill. If this happens, we'll fix it on the following bill and provide help to request a refund if you have overpaid.
If you are disconnecting a One Plan or Medium Plan, and keeping a Companion plan on your account, we will need to contact you to discuss options.
You'll get a final email from us confirming the disconnection date and when your billing will stop.
If you disconnect your service close to your normal billing date, the disconnection might not show up on your next bill. If this happens, we'll fix it on the following bill and provide help to request a refund if you have overpaid.
If you are disconnecting a One Plan or Medium Plan, and keeping a Companion plan on your account, we will need to contact you to discuss options.
If there is a problem
If the form is incomplete, or the details provided are inaccurate or don’t match our records, we will attempt to contact you 3 times to verify your request.
If we can’t reach you within 7 days of receiving your request, we won’t action the request and you will need to submit a new cancellation request.
If we can’t reach you within 7 days of receiving your request, we won’t action the request and you will need to submit a new cancellation request.