If you have no access to a phone service, you can also email email@example.com (cancellations will take longer to process via email).
If you cancel your service or change providers before your broadband contract is complete, you may incur a contract break fee. These fees are set out in the Pricing Schedule within our Customer Relationship Agreement.
Westnet services are billed in advance. When you cancel a service, any unused amount you paid in advance will be credited back to your Westnet account, calculated from your cancellation date onwards.
We must then wait for our billing system to raise your next invoice. Any credit on your Westnet account will be used to balance charges on your final invoice. If there's not enough credit to balance all of the charges, the remaining amount due can be paid in the same way you usually pay your Westnet invoices.
If any credit remains on your account after your final invoice has been paid, it can be refunded to your nominated bank account or credit card. This should balance your Westnet account.
Only someone listed on the account as a Billing contact (account holder) may close an account.
Only the person listed as the Phone contact on the account may authorise the cancellation of a landline phone service because they are the Legal Lessee listed with our wholesale provider.
If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 13 00 786 068. We should be able to search for your account in our billing system and we can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).
Just because you're moving house doesn't mean you need to cancel. We should be able to relocate your broadband services, even if you're switching from one kind of internet service to another. See our Relocations FAQ.
If you're already overseas and need to contact us, please call our parent company iiNet's 24/7 international contact number, +61 8 9214 2222. If you're still in Australia, simply call our Billing Team on 1300 786 068.