How to Cancel Iprimus: Complete Guide

What is Iprimus

Iprimus is an internet service provider offering nbn, fibre and 5G mobile plans with month-to-month and optional promotional pricing. Plans commonly include a supplied Wi-Fi 6 modem and unlimited data on many tiers, and the provider publishes a Critical Information Summary that sets out monthly fees, typical evening speeds and total minimum cost examples. This means subscribers usually pick a speed tier (for example Standard, Standard Plus, Premium, Home Superfast or Home Ultrafast) and pay the stated monthly charge with any promotional discount applied for a limited period.

How cancellations typically work for Iprimus

Iprimus’ published information indicates you may cancel a service at any time without incurring additional standard early termination charges, but hardware repayment obligations can apply if the supplied modem is still within its repayment period. The provider’s Critical Information Summary lists monthly prices and a “Total minimum cost” example that factors modem repayment when cancellation occurs early.

Promotional discounts and hardware credits are often conditional: if you cancel during a promotional or hardware repayment period you can lose discounts and may be required to pay outstanding hardware amounts calculated as a per-month repayment multiplied by months remaining. The published example uses a $10 per month hardware repayment credit which is applied over a set period and may be charged back if the service ends before the end of that period.

Customer experience with cancelling Iprimus

What users report

Public reviews and forum threads show a range of experiences. Many recent reviews mention difficulties with billing after cancellation, unexpected modem charges when leaving inside the hardware repayment period, and frustration with account transitions or invoicing changes. Positive reports are less frequent but some customers note acceptable ongoing pricing and that their service matched advertised evening speeds.

Recurring issues and practical takeaways

Common threads in customer feedback include disputes over post-cancellation charges, confusion after account migrations or pricing updates, and delays in resolving billing complaints. Practical takeaways from these reports: read the Critical Information Summary before signing up, check whether a modem repayment schedule applies to your plan, and expect that promotional discounts may be clawed back if you cancel early.

Billing, refunds and chargebacks for Iprimus

Iprimus documentation shows monthly fee levels by plan and a calculation of total minimum cost that includes modem repayment where relevant; that total minimum cost is useful to estimate what you might owe if you cancel in the first month. The CIS lists specific monthly prices for the main nbn speed tiers and the calculated total minimum cost if service is cancelled early.

Refund eligibility usually depends on timing and the nature of any promotion or hardware credit. If you have paid for future service periods or a refundable credit applies under the terms, ask for an account adjustment and keep clear records of invoices and credits. If a refund is refused, consumers commonly escalate via payment disputes or external complaint channels. For disputes about unauthorised or incorrect charges you may consider a bank or card chargeback as a last resort while you pursue the provider’s internal complaint process and external dispute resolution.

Documentation checklist

• Critical Information Summary - retain a copy dated at the time you joined or last changed plan.
• Service agreement or terms - keep the full terms or the version you were given when you subscribed.
• Invoices - keep all bills covering at least the last 3 billing cycles and any final invoice after cancellation.
• Hardware repayment details - record the modem cost, repayment period and any monthly credit amounts.
• Promotion details - save promotional offers that show start and end dates and any conditions.
• Proof of payments - bank/credit card statements showing provider debits and dates.
• Correspondence log - record dates, times and short notes summarising any interactions about billing or cancellation.

What to expect on your final bill from Iprimus

Your final bill may include outstanding usage charges, any unpaid months within the hardware repayment schedule and adjustments that reverse promotional credits if the promotion required a minimum retention period. The published examples calculate a “Total minimum cost” to show how these items can add up in the first month or early cancellation period.

If you think the final charge is incorrect, compare the invoice line items to your documentation checklist. Keep records of all evidence that supports a billing error claim, including dates and amounts shown on prior invoices and promotion pages.

Cooling-off and consumer rights that matter for Iprimus

If you entered a contract as a result of an unsolicited sale (for example door-to-door or telemarketing), the law provides a 10 business day cooling-off right during which you may cancel and the supplier must not supply or charge for the service. The website Critical Information Summary and the provider’s terms should also state any cancellation windows the provider offers.

For general service faults, performance shortfalls or disputed charges, the Telecommunications Industry Ombudsman (TIO) handles complaints if unresolved internally. The ombudsman guidance explains how transfers and billing disputes are considered and when external escalation is appropriate. Use the TIO pathway when internal resolution attempts fail.

Practical steps to prepare before you stop Iprimus service

Review your plan and the timing of your next bill so you understand billing cutoffs and whether the provider proratess or bills in advance. Confirm whether your plan carried a hardware repayment period and calculate any remaining balance using the published per-month repayment figure shown in the CIS.

Document all relevant account identifiers, plan names, promotional codes, invoice numbers and dates of any price-change notification you received. These items strengthen any later dispute about billing or refunds. Keep electronic and printed copies where you can access them quickly.

Common pitfalls reported by Iprimus customers

• Unexpected modem charges - leaving inside the hardware repayment period can trigger a balance owing equal to the unpaid monthly hardware repayments.
• Promotional clawbacks - cancelling during a promotion may remove the discount and increase the final amount owed.
• Billing after cancellation - several reviewers reported being billed after they thought service had ended; keep invoices to check timing and amounts.
• Account migration confusion - account transitions or changes to billing systems have been reported to cause missed invoices or missed payment notices.

Tables: plans and quick comparisons

Prices and plan names reflect provider publications and the Critical Information Summary; actual offers and promotional reductions vary over time. Use the CIS figures to calculate minimum costs if you end service early.

How to escalate a billing dispute involving Iprimus

First, gather the Documentation checklist items and compare invoice line items against promotional and hardware terms. If charges remain unexplained after you have prepared your case, escalate using the provider’s internal complaint process and keep a record of each escalation step.

If internal escalation fails, the Telecommunications Industry Ombudsman accepts complaints about billing, transfers and some service faults when the provider has had a reasonable chance to resolve the issue. The ombudsman’s process can recommend account adjustments, refunds or other remedies depending on the facts.

Address

• Address: iPrimus Complaints Team PO Box 631, Collins Street West MELBOURNE VIC 8007 Australia

What to do after cancelling Iprimus

After your service ends, check subsequent bank or card statements for unexpected charges and compare them to your final invoice. If you see an unexpected post-cancellation debit, gather your documentation and follow the escalation steps above to seek an adjustment.

Keep records for at least six months after final billing, particularly evidence of any promotional terms, modem repayment schedules and confirmation numbers for complaints. This supports any later disputes, chargeback requests or ombudsman complaints. Finally, consider alternative providers only after you are satisfied the account is closed and any final balances are correctly calculated.