iiNet mainly offers internet services like broadband in many forms (including nbn®, 5G, and wireless) and phone/mobile services. If you're getting a bill from them, it usually covers your internet or phone subscription that is billed monthly ahead of use. They take payments mostly by direct debit and let you manage your bills through an online portal called Toolbox. If you ever find payments tough, iiNet also has a policy to help customers with financial difficulties.
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The cancellation process requires a phone call to iiNet with a single dedicated number, which is straightforward but involves waiting and speaking to a representative. There are a few considerations like checking for contract break fees and ensuring credit balances, but overall the steps are clear and do not impose complex online forms or prolonged procedures.
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How to Cancel iiNet invoice: Step by Step
If you purchased through iiNet directly:
- Call iiNet Customer Service at 13 22 58 for Australian calls or +61 8 9214 2222 for international calls.
- Verify your identity as the account holder. You may need to provide personal details associated with your account.
- If you wish to transfer your number to another provider, inform the customer service representative. Ensure your number is currently active with iiNet.
- Provide your iiNet account number to the representative, which can be found on your invoice or by logging in to your Toolbox account.
- Be aware of any contract break fees if cancelling before the contract completion, as per the Pricing Schedule in your Customer Relationship Agreement.
- Confirm the cancellation of your service and ask for details regarding your final invoice.
- Keep in mind that all iiNet email addresses on your account will be deleted once the account is closed.
- Ensure that the cancellation request is made by the account holder or an authorized person (e.g., Power of Attorney).
Tips & Tricks for Canceling iiNet invoice
- Send a detailed cancellation email to cancel@iinet.net.au and iionline@iinet.net.au including all service details.
- Keep a paper trail of cancellation request dates and responses to avoid future billing disputes.
- Expect a 30-day notice period from the date iiNet receives your cancellation email.
- Be firm and clear during follow-up calls, reject any retention offers without hesitation.
- Escalate by emailing customer-relations@iinet.net.au and mention involving the Telecommunications Industry Ombudsman (TIO) if cancellation is delayed.
- Contact your bank to cancel direct debit arrangements to prevent post-cancellation charges.
- Keep screenshots or printed copies of all correspondence and relevant forms as proof.
- Follow up by phone if you do not receive confirmation of cancellation via email.
- Be vigilant about billing as users report being billed after cancellation; make sure both service and account are fully closed.
- Use complaints to the TIO for unresolved disputes or delayed refunds.
iiNet invoice Customer Service Info
If you need assistance, here's how you can get in touch with iiNet invoice's support team.
Cancel iiNet invoice Script
Script
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Dear iiNet Team,
I hope this message finds you well. I am writing to request the cancellation of my subscription due to changes in my circumstances that no longer allow me to continue with this service. I appreciate the quality of service you have provided, but I need to prioritize other financial commitments at this time.
Please let me know if there are any steps I need to take or if you require any further information to process this request. Thank you for your assistance.
Best regards,
Frequently Asked Questions
iiNet's cancellation policy requires customers to call to cancel or close their account, with services billed in advance. Upon cancellation, any unused paid amounts are credited back from the cancellation date, and final invoices are issued on the next billing date. Cancelling before contract completion may incur a contract break fee, and after account closure, invoice access is available for 90 days via email but account features like email and voicemail are permanently inaccessible.
You do not specifically need your password to cancel your iiNet subscription. To cancel, you simply need to call iiNet's customer service at 13 22 58 (or +61 8 9214 2222 if overseas) and be the account holder or have Power of Attorney authority. However, if you do need to reset your iiNet password for any other account access, you can reset it at this URL: https://iinet.net.au/password. This makes canceling your subscription straightforward without needing password authentication via phone.
- Slow internet speed and buffering issues causing frustration with streaming and general use.
- Payment failures such as expired or replaced payment cards causing service interruptions.
- Difficulty or refusal in transferring account ownership when the account holder changes.
- Desire to upgrade to better plans that are not easily facilitated within the current subscription.
- Unresolved product or service bugs causing ongoing dissatisfaction.
- Complicated cancellation or account management processes that frustrate customers.
- Switching to competitors offering better pricing, faster speeds, or superior customer service.
- Price sensitivity and perceived lack of value for cost leading to cancellations when prices increase or value is not evident.
- Lack of flexibility in plan modifications such as pausing or adjusting plan features easily.
- Changes in customer needs where the service no longer fits their requirements.
iiNet typically offers NBN plans on no lock-in contracts, meaning you can cancel your subscription at any time without contract break fees. However, if you purchased a modem through iiNet, you may be required to pay out the remaining cost of the modem if you cancel early—$8 per month multiplied by the months left within a 24-month period. Additionally, if you do not return the modem within 21 days of cancellation, a modem non-return fee applies. Other iiNet NBN-only products may have their own break fees, so it's important to check those separately.
Before cancelling your iiNet subscription or account, you should know that you need to call iiNet at their designated numbers to process the cancellation. It's recommended to check if better plans are available or if there are any applicable costs or credits before cancelling. If you are transferring your phone number to a new provider, you must coordinate this with the new provider, and your number must be active with iiNet at the time of transfer. Upon cancellation, your account will be closed, Toolbox access will be disabled, and all iiNet email addresses and mailboxes will be deleted, meaning you will lose all emails and voicemail associated with the service. Additionally, any unused prepaid amounts will be credited, and final invoices will be issued on the next billing date after disconnection. Contract break fees may apply if cancelling before the contract ends.
- Account Holder’s Full Name
- iiNet Customer ID, Username, or Account Number (can be found on your invoice or by logging in to Toolbox)
- Contact Phone Number
- Email Address on the Account
- Reason for Cancellation
- Requested Service Cancellation Date
- Information on Whether You Wish to Retain Any Services (for example, retaining your iiNet email address)
- Consent for Future Offers/Contact (Yes/No, and best email for this if Yes)
- Written Notice of Cancellation (must be provided by the account holder or, if authorized, a person with Power of Attorney; minimum 30 days’ notice required after minimum service period)
- Payment for Any Outstanding or Early Termination Charges (if applicable)
- Return of iiNet Equipment (if requested by iiNet)
- Customer ABN (for business accounts, if required)
- Signature, Name & Position, Date (if providing written cancellation for corporate/business accounts)
We've actually written a step by step guide on how to get a refund from iiNet invoice. Check it out!
The Easiest Way to Cancel iiNet invoice
If you’re frustrated trying to cancel your subscription, membership, or bill from iiNet invoice—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
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IINET TECHNOLOGI, Iinet Limited Perth, iiNet LTD
Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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