The short version

Key points

  • Some NBN providers require 14, 15 or 30 days’ notice when customers cancel.
  • When a customer transfers to another provider, the NBN service is disconnected from the previous provider as part of the transfer process.
  • The video says NBN wholesale billing stops on the day of disconnection, meaning the former provider no longer pays the wholesale charge.
  • The video distinguishes these charges from early termination fees, hardware repayments and fixed-term break fees.
  • Customers are advised to check their final invoice, keep screenshots and complain to their provider before escalating to the Telecommunications Industry Ombudsman.

The issue with cancellation notice periods

The video focuses on NBN providers that continue charging customers after they have moved to a different retail service provider. Depending on the company, the notice period may be 14, 15 or 30 days. In practice, this can mean a customer is billed after the old service has already been transferred away.

The discussion distinguishes this practice from an early termination fee. It is also separate from repaying hardware or breaking a fixed-term contract. The concern raised is that the customer may be paying for a period during which the previous provider is no longer delivering the NBN service.

What happens during an NBN transfer

According to the video, customers do not need permission from their existing provider to move to a new NBN provider. They sign up with the new provider, and the transfer is handled through NBN systems. The previous service is then disconnected as part of that process.

The video describes the change as an automated database update rather than a physical disconnection requiring a technician. It also states that NBN Co stops charging the retail service provider on the day the wholesale service is disconnected, with no additional 30-day wholesale billing period.

The consumer law question

The video refers to Australian Competition and Consumer Commission guidance stating that businesses must not accept payment for products or services when they know they will not be able to supply them. It argues that this may be relevant when a provider continues charging after the customer’s NBN service has transferred elsewhere.

However, the video presents this as a consumer-law concern rather than a court ruling that every 30-day notice policy is unlawful. A term appearing in a provider’s terms and conditions does not, by itself, settle whether the term is fair or enforceable under Australian Consumer Law. The supplied ACCC reference is included for consumers seeking further information.

Why providers use the policy

The video cites a response from Superloop to Simon from Berry the Facts. In that response, the provider reportedly said the 30-day charge helps it offer competitive pricing and gives it time to engage with customers about problems. The video challenges that explanation, arguing that the transfer has already occurred by the time the cancellation takes effect.

Not every provider is described as using the same approach. The video says some retail service providers stop billing on the day of transfer, suggesting that immediate cancellation is operationally possible. It therefore characterises the longer notice period as a policy decision rather than a requirement of the NBN transfer process.

What customers can do

Customers considering a switch can check their provider’s cancellation terms and time the transfer carefully. The video recommends saving screenshots of cancellation requests, transfer dates and account communications, then checking the final invoice for charges after disconnection.

If a customer believes they have been billed for a service that was no longer supplied, the suggested first step is to raise the issue directly with the provider. If it is not resolved, the customer can consider escalating the complaint to the Telecommunications Industry Ombudsman. The video also points to the ACCC’s consumer guidance and NBN Co information about wholesale price changes and the Special Access Undertaking.

TechManPat’s conclusion

I think customers should not be charged for an NBN service after it has stopped being supplied, particularly when wholesale billing ends at disconnection. I also think customers should check the details, keep evidence and use the provider and Telecommunications Industry Ombudsman complaint processes rather than assuming every post-transfer charge is unavoidable.
Source note

This knowledge-centre summary is based on the linked TechManPat video and reflects the information available when it was published. Check current pricing, availability and policies before acting.