Cancel contract

If you’re looking to cancel your mobile plan or broadband contract, there are a few steps you should take to ensure the process is as smooth and cost-effective as possible. Whether you’re switching providers or simply closing an account, it’s best to know where you stand before reaching out to your telco. When you’re on an open-term (month-to-month) arrangement and your contract has already expired, the process is usually quick and easy. On this page, we’ll explain how to terminate a mobile or broadband contract and what to keep in mind to avoid unnecessary costs.

How to cancel a contract

Regardless of your reason for leaving, your first step should be to check if you are still within a fixed-term period or if your agreement has expired.

In New Zealand, many modern pay monthly plans are now ‘open term,’ meaning you can switch providers at any time without a fee for the service itself. While most plans are open term, you will still face cancellation costs in the form of a hardware payout if you have an outstanding interest-free balance on a phone or tablet. Depending on how many months are left on your repayment plan, this could be a significant amount.

Info! As of 2026, some major NZ providers may allow you to continue your monthly device repayments even after cancelling your service, rather than requiring an immediate lump-sum payout. It’s always worth asking your provider if this ‘decoupled’ payment option is available to you.

The actual steps to cancel vary by provider. Most Kiwi telcos allow you to cancel via their app, over the phone, or through an online live chat. In 2026, many providers have moved to a “digital-first” model; you may find the fastest way to cancel is via a dedicated “cancel service” button in your account dashboard or a “Message Us” feature in the app. Regardless of how you do it, always ask for a written confirmation (via email or SMS) that clearly states the cancellation date and any final agreed-upon payments.

Situations where you can cancel without penalty

When your contract is ending

If you are at the very end of your fixed-term contract (usually within the last 30 days), you can notify your provider that you don’t wish to renew. While mobile plans are usually month-to-month, you generally pay for the full final billing cycle rather than a pro-rata amount. You will need to pay your final monthly bill, but no extra “break fees” or “early termination fees” (ETF) should apply.

During a cooling-off period

If you signed up for a plan via telemarketing or a door-to-door salesperson (uninvited direct sales), you are legally entitled to a 5-working-day cooling-off period under the Fair Trading Act.

For standard online or in-store sign-ups, cooling-off periods aren’t always a legal requirement, but many major New Zealand providers offer a 30-day network satisfaction guarantee. If you cancel within this window because the service doesn’t meet expectations, you can often leave without penalty, though you may still have to pay for the days you used the service and return any hardware in “as new” condition.

If the provider raises prices

While many NZ telcos have moved away from strict inflation-linked increases, most still conduct annual price reviews. However, if your provider makes a “materially adverse” change to your contract – such as a significant price hike that wasn’t clearly outlined when you signed up – you may have grounds to cancel without penalty under the Commerce Commission’s consumer protection guidelines.

In 2026, these rules state that if a price increase is detrimental and wasn’t clearly agreed upon at the start, you can leave your service without paying exit fees.

Please note! If you are on an open-term plan, providers can change prices at any time, provided they give you at least 30 days’ notice. If you’re unhappy with the new price, you’re free to switch since there is no long-term commitment.

Contact TDR if you are stuck in a dispute

If your provider is making it unfairly difficult to cancel or charging fees you didn’t agree to, you can contact the Telecommunications Dispute Resolution (TDR) scheme. It’s a free, independent service for Kiwi consumers to resolve complaints with their telco.

Can you cancel a contract due to poor network coverage?

If you discover that the coverage at your home or workplace is unusable during your initial trial period (the “network guarantee” mentioned above), you can usually cancel without a fee.

If you move house to an area with poor coverage while you are still paying off a device, the situation is more complex. While not an automatic right to cancel for free, many NZ providers will work with you to find a solution or may waive the remaining hardware payout if they cannot provide the service promised at your new address, in line with the Consumer Guarantees Act.

Some competing providers also offer “contract buyout” credits where they give you a bill credit (e.g., up to $200) to help cover the costs of switching from a rival network.

Keeping your phone number when switching providers

If you cancel your current contract to switch to another provider, you can transfer your mobile number. This is called number porting. Under NZ telecommunications regulations, your old provider is required to let you take your number with you.

How to keep your number when switching providers

1. Do not cancel your current service first. It must be active to port it.
2. Contact your new provider and tell them you want to port your existing number.
3. You will need to provide your Account Number (found on your bill) and pass a multi-factor authentication check (usually an SMS code sent to your phone).
4. The transfer usually takes anywhere from a few minutes to a few hours.

How do you cancel a broadband contract?

First, check if you have a fixed-term contract or an open term plan. Most fibre broadband plans (UFB) are now open-term, but some still have 12-month terms, especially if they included “free” professional installation or a discounted WiFi 6/7 router.

Important points for cancelling broadband contracts

• Notice periods: Many New Zealand ISPs (Internet Service Providers) require 30 days’ notice. However, in 2026, many budget providers no longer offer pro-rata refunds. This means if you cancel mid-month, you will likely be charged for the full billing cycle.
• Hardware costs: If your provider supplied a router “on us” (provided you stayed for 12 or 24 months) and you leave early, you will be charged the remaining credit balance on that hardware.
• Switching fibre providers: If you are simply switching providers, you usually don’t need to “cancel” with your current ISP. Signing up with a new provider will automatically trigger the transfer via the local fibre company, but we recommend a quick follow-up call to ensure your old billing account is closed.
• Leave the ONT behind: If you’re moving house, do not take the Optical Network Terminal (the small box fixed to the wall) with you. It belongs to the local fibre company (like Chorus or Enable), not the ISP or you. Removing it can lead to a hefty replacement charge on your final bill.

How cancellation costs are calculated

In the New Zealand market, the “service” part of your plan is usually separate from the “hardware” part. This means that while you can technically cancel your service at any time, you may still have outstanding costs related to your devices.

The table below shows the standard approach used by the majority of NZ providers in 2026.

A note on hardware “credits” 

Many Kiwi telcos use a “repayment credit” system. They might give you a $250 modem for $0, provided you stay for 24 months. If you leave after 12 months, they will simply charge you for the remaining half of the modem’s value ($125). Always check your latest bill or app to see how many interest-free repayments you have left before making the switch.