How to Cancel an Optus Mobile or Internet Plan

Identify the exact Optus service first

To cancel an Optus mobile or internet plan, identify the service before asking for disconnection. Record the mobile number, internet service address or service number, account number, plan name, contract end date, device plan, add-ons, and any linked Fetch or network equipment. A bundle can contain several services, so state whether the request covers one service or the whole account.

The official plan-details article says My Optus shows the selected service’s plan name, plan term and contract end date, inclusions, Critical Information Summary, and device-plan details. The CIS explanation says a CIS can cover monthly charges, inclusions, cancellation and plan changes, billing, overseas use, and support. Use the current CIS and account record for the named service rather than assuming another Optus plan has the same terms.

If the person contacting Optus is not the account holder, ask Optus what identity or authority it requires for this account. Do not send sensitive identity documents through an unverified channel.

Use the current Optus cancellation route

Optus’s cancellation and equipment page says to Message or Call Optus. The current contact article provides My Optus messaging and call options, including a “Disconnect your service & return equipment” messaging topic.

Name the exact service and ask Optus to confirm that it has accepted a cancellation request, not merely logged a question or plan review. Ask for the request reference, proposed disconnection date, affected linked services, and the authority recorded for the request.

SubsCraft tip: Record the request date, service number, expected end date, and final-invoice status in one entry so a later bill can be checked against the same cancellation record.

Keep a mobile number before direct disconnection

If the mobile number must be kept, tell both Optus and the receiving provider before requesting direct disconnection. Optus warns that cancellation can cause loss of access to the phone number. Ask the receiving provider for the required porting sequence, and ask Optus which service will remain active while the transfer is being completed.

Do not treat a successful number transfer as proof that every Optus service, device plan, add-on, or bundled component has ended. Obtain a separate Optus answer for each linked item and for the account’s final status.

Coordinate an internet switch and equipment return

If uninterrupted internet matters, arrange the replacement service and confirm its ready date before accepting the Optus disconnection date. A new provider order does not by itself document which Optus internet service or linked product has been cancelled. Keep the old and new service references separate.

Ask whether a modem, 5G wireless modem, Fetch set-top box, or other equipment must be returned for this service. Optus says that when a return is required it supplies an eParcel return code and Australia Post instructions, and equipment must not be returned to an Optus store. Keep the code, lodgement receipt, tracking result, and a list of returned serial numbers.

Verify every final amount separately

Optus says it will advise the disconnection date, any cancellation fees or final device, handset, or accessory payout charges, impacts on other services, and any equipment return. It does not publish one fee or notice period on that page. Ask for a service-specific calculation based on the current plan details and CIS.

Check these items independently:

• the mobile or internet service’s effective end date and any plan commitment;
• remaining device, handset, or accessory repayments;
• plan credits, promotions, add-ons, or linked services that may change;
• Fetch or other equipment return and any consequences Optus identifies for non-return; and
• usage, adjustments, payouts, credits, and tax shown on the final bill.

Do not assume the final regular debit is the final invoice. Ask when the closing bill will be issued and how any later credit or valid balance will be handled.

Confirm the outcome and escalate in order

Ask Optus to confirm in writing the cancelled service, disconnection date, retained or lost number outcome, remaining linked services, device balance, return requirement, and expected final bill. After the stated date, check the service status, equipment tracking, and closing invoice against that confirmation.

If the outcome is wrong, complain to Optus first and provide the request reference and evidence. The Telecommunications Industry Ombudsman complaint page says to raise the problem with the provider before using the TIO. The TIO is an escalation route for unresolved phone and internet complaints, not a substitute for submitting the Optus cancellation request.