Cancel or Disconnect Your Service
We’re sorry to see you go. Here’s everything you need to know about cancelling your GoTroppo service.
Before You Cancel
Having issues with your service? Before you cancel, let us help! Many problems can be resolved quickly:
- Speed issues? We can run diagnostics and often improve performance
- Connection dropping? Could be a simple modem setting or line issue we can fix
- Moving house? We can transfer your service to your new address – see our Moving House guide
- Need a different plan? We have flexible options that might suit you better
How to Cancel
If you’ve decided to cancel, here’s how to do it:
1
Contact Us
Email us at [email protected] or call us to request cancellation.
Please include your account details and preferred disconnection date.
2
Confirmation
We’ll confirm your cancellation request and provide the disconnection date.
Standard notice period is 14 days from request.
3
Final Bill
You’ll receive a final bill for any remaining charges up to your disconnection date.
No early termination fees on month-to-month plans.
Important Information
Notice Period
We require 14 days notice for service cancellation. This allows us to:
- Process your request properly
- Ensure accurate final billing
- Coordinate with NBN Co if required
Equipment
If you purchased a modem from GoTroppo:
- It’s yours to keep – no need to return it
- You can use it with another provider
- Factory reset recommended before reuse
Final Charges
Your final bill will include:
- Service charges up to disconnection date
- Any outstanding balance
- No refund for unused periods if you leave with in your billing cycle
Switching to Another Provider?
If you’re switching to another NBN provider, here’s what you should know:
- Don’t cancel first – Simply sign up with your new provider and they’ll handle the transfer
- Seamless transition – Your new provider will request the transfer, which automatically disconnects your GoTroppo service
- Minimal downtime – Transfers typically cause only a few minutes of interruption
- We’ll send your final bill – Charged up to the actual transfer date
Tip: Wait until you have confirmation from your new provider before disconnecting any equipment.
Frequently Asked Questions
Are there any early termination fees?
GoTroppo operates on month-to-month billing with no lock-in contracts. There are no early termination fees – you only pay for the service up until your disconnection date.
Can I pause my service instead of cancelling?
We don’t currently offer service suspension. If you’re going away temporarily, you may want to keep your service active to avoid losing your connection and going through provisioning again when you return.
What happens to my phone number?
If you have a VoIP phone number with us, please let us know if you want to port it to another provider. We can facilitate the transfer – just make sure to arrange this before your service is disconnected.
Can I come back to GoTroppo later?
Absolutely! We’d love to have you back. Just sign up again through our website and we’ll get you reconnected. Note that you may need to go through the provisioning process again.
Ready to Cancel?
Contact our team to process your cancellation request. Please have your account details ready.