Can I cancel my account? What is involved?

Before you cancel your Orcon account

• If you signed up to a Service with a Fixed Contract Term, you're expected to use the Service for the whole Fixed Contract Term. If you want to end a Fixed Contract Term Service early, call us on 0800 89 2027. You'll still need to pay all Charges for your current bill period, plus any Early Termination Charges. You'll keep getting the Service until the end of your current bill period.
• If your Service has no Fixed Contract Term, or the Fixed Contract Term has ended, you can end the Service by calling us on 0800 89 2027 before the end of your current bill period. You'll still need to pay all Charges up to the end of your current bill period.
• If you've placed a new order and been given an installation date, you may be charged a cancellation fee if you cancel the order. If you made a mistake with your order, call us on 0800 89 2027 within 7 days and we'll do our best to sort it out.
• If you're moving house, you'll need to cancel your current broadband Services to avoid unwanted charges. Installation charges may apply at your new address, even if you're keeping your existing phone number.
• If you have an Orcon email address, make sure you save any emails you want to keep.
• You can read our full terms and conditions here.

Cancelling your Orcon account

You can cancel your Orcon account in either of these ways:

• Email our Customer Services team using our online contact form. Include your full name, date of birth, address and the date you'd like to cancel. Our team will then process your request.
• Call our team on 0800 89 2027 to make your cancellation request. You'll find our opening hours on our contact page.

Final Bill and Remaining Charges:

Once we've processed your cancellation, you'll get one final bill with any remaining charges. If you're under contract, an Early Termination Fee will apply.

• If you rent your modem from Orcon, you'll need to return it. If you don't, you'll be charged a $100 modem non-return fee (or the amount shown on the Orcon website).
• If we've given you any other equipment to use with your Services, you may be charged a reasonable amount to cover its cost.
• If you've cancelled your account or moved to another provider and you're still being charged, please contact our team and they'll look into it for you.
• If your final bill shows a credit you'd like refunded, send us an email with your details and we'll arrange it for you.

Placing services on hold

Orcon can't put services on hold or cancel your account temporarily. This is because your services would still be connected at the exchange, so monthly service rental charges would keep applying. The only way to stop billing is to cancel your account. If you only need a temporary disconnection, think about these points first:

• Depending on your contract, you might have to pay an early exit fee to cancel your broadband and reconnection fees to sign up again later.
• Disconnecting may mean you lose your homeline number.