Tangerine nbn Cancellation

constipated on 24/07/2023 - 22:44

Has anybody cancelled or transferred out of Tangerine Telecom?

Don't know if they need 30 days notice.

6 months promo ending. Looking to transfer to another provider.

No mention of notice in the Critical information summary but the customer terms say:

Month-to-month, casual or ‘no contract’ terms If a Plan or Contract is described as ‘month-tomonth’, ‘casual’, ‘no contract’ or similar:
a. we may terminate it on at least 30 days’ notice; and
b. you may terminate it on at least 30 days’ notice, taking effect at the end of a Billing Period (eg if you give notice on 26 March, your Contract ends on 30 April).

Looking for first hand experience.

Internet Broadband nbn

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Comments

  • jv on 24/07/2023 - 22:53
    -1

    Has anybody cancelled or transferred out of Tangerine Telecom?

    Very likely…

  • jjjaar on 24/07/2023 - 22:54

    All our plans are available on a no lock-in contract. There is no cancellation fee for customers, and you can cancel your contract at any time before the end of your current billing period. However, you will not receive a refund or credit for any unused days of the current billing period of your plan that fall after your cancellation date.

    I read this as if you cancel before the current billing period ends, that is, if you’re charged for the calendar month of July, cancel by July 31.

    Their live chat is usually pretty good though, so if no one has first hand experience, could jump on there tomorrow and ask.

    https://www.tangerinetelecom.com.au/help/is-there-a-cancella…

    • jv on 24/07/2023 - 23:18

      Nah, it cancels at the first billing date that is equal to or more than 30 days…

      Just cancel, find out the cancellation date, then join your new ISP and tell them to connect a day or two earlier than you get cancelled at.

  • samcro on 25/07/2023 - 06:35

    Yep, cancellation is easy and done online. I've arranged a cancellation for 7/8 as I'm moving.

  • Rilo 117 on 25/07/2023 - 07:37

    I made a nbn switch from tang to exetel last week, no final bill yet, however once exetel was live i logged on to the dashboard and hit cancel. I got a confirmation email the next day.

    • ESEMCE on 25/07/2023 - 09:04

      Interesting.
      I am churning Wednesday (tomorrow) to Leaptel, Tangerine cancellation scheduled for Thursday.
      I received a call from Tangerine to retain me* but no confirmation email.

      probably cause I gave the reason code as "dropouts", which have been real and were totally brushed off in my detailed Support Ticket, which got me pissed off.
      But I strongly suspect it's fibre pulling in my area causing the dropout issues as my suburb should be ready for Fibre upgrade in August.
      If your area is scheduled for fibre upgrade. I HIGHLY recommend grabbing a Telstra Smartmodem. The 4G backup (even without Telstra account) has been an absolute lifesaver!

  • bazingaa on 25/07/2023 - 09:17

    I moved from Tangerine to More without any notice. As they are sister companies, I didn't even have to change username and password.

    • ESEMCE on 25/07/2023 - 09:31

      Yes they are.

      • jv on 25/07/2023 - 13:55

        I thought they were brother companies?

  • DemocracyManifest on 25/07/2023 - 09:37

    I recall reading somewhere - they suggest cancelling two days before next bill, there’s no pro rata billing

    https://www.tangerinetelecom.com.au/help/how-can-i-cancel-my…

    • truetypezk on 29/07/2023 - 00:17

      Their CIS only stated that there is no refund/credit and said nothing about pro rata billing. As long as you have cancelled your service and have not actually paid the bill, you can get them to pro rate the bill by quoting the CIS. If you have already paid the bill or on direct debit then tough luck I guess.

    • Aap Ke Papa on 29/07/2023 - 00:36

      No of the options listed on their cancellation page are present on the actual dashboard

  • constipated on 25/07/2023 - 21:42
    +1

    I called and they said no notice necessary. Only cancel at end of billing cycle as no refund.

  • Aap Ke Papa on 29/07/2023 - 00:25

    I joined exetel last week.
    Within an hour of sign up my tangerine stopped working.
    And I received email from exetel with new login details.
    I assume tangerine got cancelled.
    Is this correct?
    I logged onto tangerine but there is no option to cancel, i mean there is an option but the dropdown is inactive.

  • constipated on 08/08/2023 - 22:10

    After all this checking, guess what, Tangerine has stuffed up.

    Confirmed with them no minimum notification.
    Lodged cancellation 10 days prior to my anniversary date with disconnection date on the last day of the month I had paid for.

    Not wanting any downtime, I signed up for Superloop 2 days in advance of shut down date. I assumed since I was on FTTP I'd have Superloop on UNI-D 2 at the same time.

    To my surprise internet not working on morning I started superloop. But 30 minutes later without disconnecting any cables internet worked. Speed now downgraded, speedtest showed superloop. No other UNI-D port working. I thought they were meant to work separately on FTTP but what the heck, it had worked. No sign of Tangerine.

    1 day after supposed disconnection day I get confirmation of cancellation from Tangerine.

    Then 1 day later, I get invoice for next month of Tangerine. WTF?

    • ESEMCE on 09/08/2023 - 09:30
      +2

      Tangerine are useless.
      I raised a technical support issue for repeated and extended dropouts, including a full modem log showing the extent of the problem.
      After 3 days I got a form reply - clearly nobody looked at any of the evidence - and the case was automatically closed out as resolved.

      Ported to Leaptel and they identified and agreed that I had a major issue within 24 hours, no modem logs required.
      2 days later (could have been next day, but 2 days was more convenient for me) I had an NBN tech out who moved us onto a different copper pair and fully replaced our lead-in.
      I paid my next month's Invoice to Scamgerine, upset that I was paying them for absolutely nothing, but also happy to never have to deal with them again.
      I specifically raised a case to them to inform them that I had paid and to request that following payment receipt they were to delete all records. That was 10 days ago, and I checked yesterday to find my account was still valid with them.
      I have a calendar reminder to raise a TIO complaint in 21 days if my account still remains valid.

      They are now on the same list as Dodo, never again for me, and I will actively steer people away from them at every opportunity.

  • BlueGlass on 09/08/2023 - 15:16

    Look forward to the garbage endless tangerine loop.

    I canceled back in February, paid off the account. And now they send me bills for a late payments. I call up, they refund, then I get a new bill next month for another late payment.

    Tangerine customer service are woeful. Good luck!

  • LoveThisSite on 09/08/2023 - 20:10

    Yeah, I need out of Tangerine as well. You are right, the customer service was not good for me either.

  • showzen on 15/08/2023 - 18:51
    -1

    Tangerine is by far the worse ISP I've ever been with.

    My NBN billing cycle ends on the 12th of each month. Switched over to Exetel on the 10th. Received a new $90 bill from Tangerine for a new month on the 15th.

    I didn't officially cancel by phone or website with Tangerine because I hadn't needed to before with ABB or Superloop.

    I call them up about my bill. First they say I have to pay it. They go talk to a supervisor, come back asking if I can "meet them halfway" (pay half the bill) which I said sounded "dodgy" and asked why they couldn't just cancel the bill. They then agreed to waive the bill. Freaking ridiculous.

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