How to Cancel Superloop NBN Broadband Service
Request cancellation by phone or Live Chat and check the current notice, advance billing, and device repayment terms.
Check the Superloop service you are ending
This guide covers Superloop's Australian residential nbn Home Broadband plans. The 1 July 2026 Critical Information Summary describes a stand-alone internet service with a one-month minimum term. Superloop Fibre, mobile, VoIP, business services, bundles, older plans, hardware offers, and promotions can have different documents.
Before contacting Superloop, find the service address, account email, plan name, requested end date, and any modem or device repayment. Also check the Application and offer you accepted. Under the Residential Standard Form of Agreement, the Application and service schedule can set a Contract Term and equipment obligations that the general nbn summary does not replace.
Request cancellation by phone or Live Chat
Use Superloop's official cancellation support page, call 1800 57 87 37, or start Live Chat on Superloop's website. The current nbn summary identifies phone and Live Chat as the cancellation channels. Do not rely on an ordinary email, a plan change in Superhub, or stopping direct debit as proof that the service will end.
Tell the agent whether you are disconnecting the address or switching to another provider. Ask the agent to repeat both the date Superloop received the request and the scheduled service end date. A transfer is not a shortcut around the cancellation terms: the current summary says notice charges still apply when the service transfers to another provider.
SubsCraft tip: Save the request date, requested end date, 30-day notice calculation, equipment instructions, and expected final bill in one record before the replacement service starts.
Calculate the notice period and final bill
For the current residential nbn range, Superloop says you may cancel at any time without a cancellation fee, but a 30-day notice period applies. Standard plan charges continue for 30 days from the date Superloop receives the request, even if the service disconnects or transfers sooner.
The same summary says internet service is billed for a full month in advance and is non-refundable, with no pro-rata billing. Any outstanding device repayments are included on the final invoice. These are separate items: a zero cancellation fee does not mean the final invoice will be zero.
If your Application or service schedule specifies a longer Contract Term, a hardware condition, or an Early Termination Fee, ask Superloop to identify the exact clause it is applying. The general agreement allows an Early Termination Fee for cancellation during a Contract Term and keeps unpaid purchased-equipment amounts due. Loaned or hired Superloop equipment remains Superloop property and may need to be recovered, while a purchased modem may instead require the remaining balance to be paid.
Keep cancellation separate from other requests
A speed or plan change in Superhub does not cancel the service. A temporary suspension, fault credit, billing dispute, or complaint also follows a different process. If an outage or contract breach is the reason for leaving, state that separately and ask which remedy and agreement clause Superloop is applying rather than assuming the ordinary 30-day path settles the dispute.
Do not return or discard equipment until Superloop identifies whether it is owned, financed, loaned, or hired and gives the return method. Keep paying valid invoices until the account is settled; cancelling the payment authority alone can leave the service and debt active.
Confirm Superloop NBN cancellation
Before the scheduled end date, contact Superloop again and ask for written confirmation of the service address, end date, final invoice, equipment return or payout, and whether the account balance is zero. Save the chat transcript or call reference, confirmation, final invoice, and any equipment receipt.
If the result differs from the current nbn summary or your Application, ask Superloop to identify the controlling document and lodge a complaint through its complaints process. The Critical Information Summary also identifies the Telecommunications Industry Ombudsman as the external escalation route after Superloop has had a chance to resolve the complaint.
