Cancel Iinet: Easy Method

What is Iinet

Overview

iiNet is an Australian internet service provider offering broadband, NBN, mobile and related services primarily in Australia.

It is not a New Zealand headquartered ISP, so New Zealand customers dealing with iiNet are interacting with an Australia-based company.

Service scope

iiNet products include fixed-line broadband, home wireless and mobile plans, plus customer support and equipment provisioning.

Because iiNet operates from Australia, some account and cancellation processes require contact with Australian support lines or postal addresses.

How to cancel Iinet

Primary cancellation method

• Call iiNet support: 13 22 58 (within Australia) or +61 8 9214 0222 (from overseas).
• Only the account holder or someone with power of attorney can request a cancellation.
• Ask for a cancellation reference number or confirmation email and note the date and agent name.

App store and online limits

• iiNet services cannot be cancelled via the App Store, Google Play or the online Toolbox portal.
• App subscriptions follow platform rules: cancel Google Play subscriptions in the Play Store app; uninstalling does not cancel a subscription.
• There is no publicly available iiNet process to cancel services solely through app stores.

What happens when you cancel

Service access and final billing

Your service will remain active until the cancellation date agreed with support or until the end of any paid period shown on your final invoice.

The final invoice will include any pro-rata credits, early termination (break) fees if you're in contract, and equipment return or non-return charges.

Equipment and returns

Modems and other iiNet-owned equipment must be returned within 21 days of cancellation to avoid non-return charges.

Follow return instructions given by iiNet support and keep proof of postage or tracking details for your records.

Will I get a refund?

Prorated and final credits

• Unused prepaid service time is generally credited on your final invoice as a pro-rata amount.
• The credit will appear on the final invoice; processing times can vary depending on billing cycles.

Refund timing and exceptions

• Refunds are usually returned to the original payment method within about 3 - 5 business days after the final invoice is issued.
• Some pro-rata credits or larger refunds may take up to 5 - 10 business days to clear or may require additional verification.
• Early termination fees and charges for unreturned or non-returned equipment are not refundable.

Iinet plans and pricing

Available information

No official iiNet NZD pricing for New Zealand is publicly available.

Known iiNet plan pricing is published in AUD for Australia; New Zealand customers should expect Australian-rate references.

Price summary

Your consumer rights in New Zealand

Legal protections

In New Zealand, the Consumer Guarantees Act (CGA) and Fair Trading Act protect buyers of goods and services.

If a service is not supplied with reasonable care and skill or is not fit for purpose, you may be entitled to remedies including repair, repeat supply, or refund.

Escalation and dispute resolution

• If you cannot resolve a billing or service complaint with iiNet, contact Consumer NZ or the Commerce Commission for guidance.
• For telecommunications disputes, use the industry dispute resolution scheme: Telecommunications Dispute Resolution (TDR) or an equivalent approved body in New Zealand.

Customer experiences

Positive feedback

Some users report good value on particular plans such as home wireless and note helpful technical support when reached.

These positive reviews are less common but indicate acceptable service for some customers.

Negative feedback

Many customers report poor customer service experiences: long hold times, difficulty contacting support, and unresolved technical problems.

There are frequent complaints about cancellation difficulties, billing errors, continued billing after cancellation, and slow or disputed refunds.

Documentation checklist

Essential documents to prepare

• Account number and full account holder name as shown on the bill.
• Proof of identity (driver licence, passport) if requested by support.
• Contract details or start date to check for early termination fees.

Return and proof items

• Return authorisation details and the courier or tracking number when returning equipment.
• Copies of any cancellation confirmation email, reference number, and name of the agent you spoke to.

Common mistakes

Assuming app uninstall equals cancellation

Uninstalling an app or removing an app store subscription without formally cancelling the iiNet service can leave the account active and billing ongoing.

Always confirm cancellation by calling the support numbers above and get a reference number.

Not returning equipment or keeping poor records

Failing to return modems within the 21-day window often results in non-return charges that are not refundable.

Not keeping postage receipts or confirmation emails makes disputing non-return charges difficult.

Comparative recap

How iiNet compares

Below is a brief comparison to help set expectations relative to a typical New Zealand ISP experience.

Use this to decide what to prepare before cancellation.

Quick comparison table

After cancelling

Follow-up actions

• Keep your final invoice and any refund confirmation until the refund appears on your bank statement.
• Retain proof of equipment return (tracking number and receipt) for at least 90 days.

Helpful links

• iiNet Support
• Consumer Protection (New Zealand)
• Consumer NZ
• Commerce Commission NZ
• Telecommunications Dispute Resolution (TDR)

Address

Head office (for postal notices)

Ground Floor, 502 Hay Street, Subiaco WA 6008, Australia.

iiNet does not operate a formal cancellation address in New Zealand; use the Australian office for postal correspondence if required.

Phone contacts

Call iiNet support: 13 22 58 (inside Australia) or +61 8 9214 0222 (from overseas).

Only the account holder or someone with valid power of attorney should make cancellation requests by phone.