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How do I cancel my service?

We never like to say goodbye, but if you need to cancel, we’ll make the process as straightforward as possible. 🧡

Moving house?

There's a good chance you can take your service with you! Check out our moving house guide or call us on 9466 2670 to see what’s available at your new address. You can also reach us via live chat and support@pentanet.com.au.

Not happy with your service?

We want you to have a great experience at all times. If something’s not working as it should, please call us on 9466 2670, reach out via live chat, or email support@pentanet.com.au and we’ll work with you to get it resolved as quickly as possible. 

Experiencing financial hardship?

You may be eligible for assistance under our Financial Hardship Policy. You can find out more and explore your options here.

How to close your account

You can request cancellation via a support ticket in the Customer Portal, or by calling us on 9466 2670.

Please note: only the primary account holder or an authorised representative can request a cancellation.

What are the cancellation terms?

You can request cancellation at any time. 

For all services, charges apply up until the end of the billing month in which closure is requested (or a future requested cancellation date).

  • Fixed Wireless, neXus and PentaMAX: Early termination fees may apply, as outlined in your Pricing Summary.
  • NBN® & Opticomm: No early termination fees apply.

Equipment Removal

The rooftop hardware remains the property of Pentanet, regardless of contract term.

  • Fixed Wireless & 5G: We’ll arrange removal within 30 days of cancellation. If access isn’t granted within this period, fees of $100 may apply for Fixed Wireless equipment, and $300 for 5G equipment.
  • neXus: Equipment must remain powered on. We’ll arrange removal within 120 days of cancellation. If access isn’t granted during this period, a fee of up to $3,000 may apply.

If you’re unsure which service type you’re on or what charges may apply, just get in touch - we’re happy to walk you through it.
 

To view a detailed overview of the costs, contract terms, inclusions, and exclusions for your chosen service, please refer to the Critical Information Summary.