If you’re thinking about cancelling your Telstra home phone service, or switching providers:

  • Message us to see if we can find a plan that works better for you, or
  • Cancel in the My Telstra app or My Telstra in a browser:

My Telstra app

  1. Open the My Telstra app
  2. Go to Get help and message us

My Telstra in a browser

If you’re on the nbn network, you can cancel your home phone number:

  1. In a browser, sign in to My Telstra with your Telstra ID
  2. Go to Services and find your service
  3. Select Manage home phone
  4. Under your plan name, select Change or cancel.

If your query relates to a non-nbn service, you’ll need to message us.

Things you need to know about cancelling an nbn service:

  • The soft dial tone feature isn’t available on a disconnected nbn voice service
  • If you’re on the nbn networkyou can’t have your internet and home phone with different providers on a single line
  • If you’re on the nbn network and you are on a voice and data bundle, it will cancel the entire bundle
  • If you’ve migrated your connection to the nbn network and your equipment is working, you'll need to contact us to disconnect your old phone and internet service.

What else happens when I disconnect?

  • If you have an ADSL broadband set up on your home phone service, your broadband service will stop working as your phone line needs to be active for your service to work
  • If you have a second number attached to your home phone line, it will also stop working
  • Any monitored security alarm or smoke detectors that use the home phone line for alerts, will no longer call back to base
  • If you have an emergency phone that uses the home phone line to call out, it will stop working. For example, an emergency lift phone
  • After the disconnection, you’ll hear a soft-dial tone which means you can still call emergency 000 and Telstra only from that service
  • Once you disconnect your home phone, you may not be able to reconnect the same phone number in the future
  • Disconnecting your home phone line or moving it to another provider does NOT automatically disconnect your ADSL broadband if you have one set up on that phone line, although it'll stop working
  • You need to contact us to cancel your Telstra ADSL broadband service if you have one on that phone line.

Will there be a cancellation fee?

  • There may be a cost to cancel your service. Message us to discuss your total cancellation cost.
  • The Telstra representative you talk to can tell you the amount required to pay out your contract.

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