How to cancel a plan or service

We're sorry you're thinking of leaving us.

Here are some useful things you may need to know before cancelling your service with One NZ.

When changing provider
If you are changing to another provider and transferring your phone number and/or broadband connection to them, your services will need to remain active with us in order to move them over successfully. If your new provider isn’t taking all of your services from One NZ, you will need to get in touch to arrange cancellation of any remaining services.

How to keep your phone number
If your needs have changed, or if you are going overseas for a time, we may be able to help you keep your phone number, so get in touch and let us know how you'd like us to help.

Getting your services ready to close
Please be aware that once your services with us are disconnected, you will lose your allocated phone number and access to services like voicemail and TV recordings.

Early Termination Fees
If you’ve agreed to a contract with us which is still current, you may be liable for early termination fees upon cancellation. If you are unsure about your contract dates, simply get in touch to check.

Hardware and Interest Free Payments
If you've agreed to a mobile interest-free payment plan or hardware (e.g. modems, SuperWifi device) from One NZ, please get in touch to see if you have any remaining monthly repayments or balances. If you cancel sooner than the agreed term, the remaining balance will be charged in full on your final invoice with us.

Terms and Conditions
Our terms and conditions specify a cancellation notice period of one month for consumer customers, on our standard terms. We will continue to provide your services during the notice period unless you ask to disconnect earlier.

In the event of a bereavement
If this disconnection is due the account holder experiencing a significant life event, our specialist team is here to help in the event of a bereavement or illness.

    How to close your Personal Account or Services with One NZ

    You can close your Personal Account or Services using these methods:

    • Our live chat team are here to help Mon to Fri 7am to Midnight, Sat/Sun and Public Holidays 9am to 6pm. During these times, just jump online and chat with us.
    • If you prefer to call us and speak with someone to arrange cancellation, head to our contact page to find our contact numbers.

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