Cancelling Services & Returning Equipment

We're sorry to hear that you're leaving us. Perhaps we could meet your needs better by moving you over to a different plan, or changing you on to a Prepaid service?

To cancel your service, contact us directly on the appropriate number below. We'll make sure you're getting all the benefits available to you as well as address any problems you may be having with your service. If you still want to cancel your service, we'll walk you through your disconnection options.

If you're moving, take a look at this article instead.

How to contact us

From Australia...

If you're calling from within Australia, dial 133 YES (133 937), select your service and choose the 'Cancel' option.

From Overseas...

If you're calling from overseas, please contact us on +61 2 8082 5678.

We're open...

  • 8am - 7pm (AEST) Monday to Wednesday
  • 8am - 8pm (AEST) Thursday to Friday
  • 9am - 6pm (AEST) Saturday

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How long does cancellation take?

Disconnection timeframes can vary depending on the product and the amount of notice you've provided. When you call, we'll be able to advise of specific timeframes.

After your service has been disconnected, you will be issued with your final bill. You may incur some cancellation fees, depending on the terms of your service. We'll let you know if these apply to you during the call and before you proceed with your cancellation.

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If I've cancelled my service, do I need to return any equipment?

When you call to cancel, we'll advise you if we need anything returned to us. If you request a cancellation, the following services usually include equipment that may need to be returned or recovered.

Optus TV featuring Foxtel

If you're cancelling your Optus TV featuring Foxtel service, we'll issue a Prepaid mail bag for you to return the set top box and remote control to us. Simply drop off the Prepaid return bag at your local post office.

Yes TV by Fetch

If you're cancelling your Yes TV by Fetch service, we'll issue a courier satchel for you to return the set top box, cables and remote control to us. Simply pack the equipment into the original packaging (or any soft packaging that you may have) and then pop this inside the courier satchel. If the packaging doesn't fit, simply place the equipment directly into the satchel.

Once you've signed and dated the consignment note, just call Toll on 13 15 31 to arrange a pickup at a time and date that suits you. When the courier arrives to collect the package, they'll complete the remaining paperwork on the consignment note and provide you with the 'Customer Copy' for your own reference.

Cable Home Phone / Cable Broadband Services

If you're cancelling your Cable Home Phone or Cable Broadband services, a technician may be required to recover the Optus equipment from the premises (at no additional cost). If this is required, we'll contact you and arrange for a technician to visit at a suitable time.

Optus Wireless Telephony / Optus Wireless Fusion

If you're cancelling your Optus Wireless Telephony or Optus Wireless Fusion service, we'll issue a Prepaid mail bag for you to return the equipment to us. Simply drop off the Prepaid bag at your local post office.

Home Wireless Broadband

If you're cancelling your Home Wireless Broadband service, you don't have to return the equipment (although if you've chosen a repayment option for your modem, you'll have to pay any remaining equipment repayment fees).

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