Do I Need to Cancel My Previous Provider?

Switching to GoTroppo? Here’s what you need to know about your existing internet service and when you might need to cancel it yourself.

The Short Answer

In most cases, NO – you don’t need to contact your old provider. When you sign up with GoTroppo and we activate your NBN service, your previous provider is automatically notified and your service with them is disconnected.

However, there are important exceptions – particularly for FTTP connections and certain situations. Read on to make sure you don’t end up paying two bills!

Standard NBN Transfers (Most Customers)

If you’re transferring from another NBN provider with the following connection types, the process is automatic:

  • FTTN (Fibre to the Node)
  • FTTC (Fibre to the Curb)
  • FTTB (Fibre to the Building)
  • HFC (Hybrid Fibre Coaxial)
  • Fixed Wireless

What Happens:

  1. You sign up with GoTroppo
  2. We submit a transfer request to NBN
  3. NBN notifies your old provider of the transfer
  4. Your service transfers to GoTroppo (usually within a few hours)
  5. Your old provider cancels your service automatically
  6. You may receive a final bill from your old provider

You don’t need to do anything except sign up with GoTroppo!

FTTP Connections – Important!

If You Have FTTP (Fibre to the Premises)

FTTP connections can work differently because they have multiple “ports” (UNI-D ports) available at your premises. This means:

  • Your new GoTroppo service might be set up on a different port
  • Your old service might continue running on the original port
  • You could end up paying for both!

What You Should Do for FTTP:

  1. Sign up with GoTroppo – We’ll get your service set up
  2. Contact your previous provider – Let them know you’ve switched and request cancellation
  3. Confirm cancellation – Get confirmation in writing (email) that your service will be cancelled
  4. Check your final bill – Make sure you’re not charged beyond your cancellation date

Tip: When contacting your old provider, have your account number ready and specify the date you want the service cancelled.

Other Situations Where You Need to Cancel

Non-NBN Services

If you’re switching from a non-NBN internet service to GoTroppo NBN, you’ll need to cancel your old service yourself:

  • ADSL or ADSL2+
  • Cable internet (non-NBN)
  • Mobile broadband / 4G/5G home internet
  • Satellite internet (non-NBN)

Bundled Services

If your internet was bundled with other services (home phone, mobile, TV), you may need to contact your old provider to:

  • Separate the internet from the bundle
  • Keep or cancel the other services
  • Update billing arrangements

Checklist: Switching to GoTroppo

  • Check your current contract – are there early termination fees?
  • Check your connection type (FTTP requires manual cancellation)
  • Note your old provider’s billing date
  • Return any rented equipment to your old provider
  • Sign up with GoTroppo
  • If FTTP: Contact old provider to cancel
  • Monitor for overlapping charges on your bank statement

What About Equipment?

If you rented a modem from your previous provider, you may need to return it. Check with your old provider about:

  • Whether equipment needs to be returned
  • Where to return it (usually a post office or retail store)
  • Timeframe for return (usually 14-21 days)
  • Fees for unreturned equipment

Note: NBN equipment (like the connection box for FTTP or connection device for HFC) stays at your premises – it belongs to NBN, not your provider.

Need Help?

Not sure what you need to do? Contact us and we can help you understand the process for your specific situation.

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