[SIE-Support-Billing] Service Cancellation: How Billing Works After You Cancel - External
Overview
When you cancel a service or port a number away from CommsChannel, what happens to your next invoice depends on which service you're cancelling. Some services require 30 days notice, others process differently. This article explains the rules for each, how to submit a valid cancellation request, and what to do if you believe a charge is incorrect.
Most Services: 30-Day Written Notice
For most CommsChannel services — including NBN internet plans, SIP trunking, PBX and hosted voice services, Microsoft Teams Calling, inbound numbers, fax services, number rentals, AI Voice Platform, and SMS plans — cancellations require 30 days notice from the date your written request is received. This means:
- You may receive one more invoice that includes a partial charge for the cancelled service.
- That charge covers the days the service was active before the cancellation took effect.
- You will not be charged for any period after the confirmed cancellation date, which is 30 days from when your request was received.
If you submitted your cancellation request and there was a processing delay on our end, any charges during that delay period will be waived.
CommsMobile: Notice Depends on Your Plan
CommsMobile plans don't follow the standard 30-day rule. You can check which plan type you're on in Comms Portal.
- CommsMobile 1.0 plans cancel immediately on request. You're charged on a pro-rata basis for the days used in the current billing cycle — no 30-day notice required.
- CommsMobile 2.0 plans cancel automatically at the end of the current billing month. There is no partial-month credit, so submit your cancellation before your next billing date to avoid being charged for an additional month.
Fixed-Term Fibre & NBN Enterprise Ethernet
- Telstra Business Fibre and AAPT Business Fibre: the standard 30-day notice applies, but if your service is still within its contracted term, an Early Termination Charge (ETC) may also apply. ETC amounts are set out in your original signed contract.
- NBN Enterprise Ethernet (EE): the 30-day standard does not apply. Termination terms are set by your individual signed service contract.
How to Submit a Cancellation Request
All cancellation requests must be submitted in writing. You can email helpdesk@commschannel.com.au. The date your request is received is the date your notice period starts.
What to Do If You Think a Charge Is Wrong
- Check the service number (phone number or service ID) on the invoice against the service you cancelled.
- Note the date you submitted your written cancellation request.
- Contact CommsChannel support and provide the service number, the cancellation request date, and the invoice in question.
- Our team will verify the cancellation date and issue a credit note for any charges after that date.
Key Information
| Item | Detail |
|---|---|
| Most services | 30 days notice from the date the written cancellation request is received. |
| CommsMobile 1.0 | Cancels immediately. Pro-rata charge for days used in the current billing cycle. No 30-day notice required. |
| CommsMobile 2.0 | Cancels automatically at the end of the current billing month. No partial-month credit — submit before your next billing date. |
| Telstra/AAPT Business Fibre | 30-day notice, plus a possible Early Termination Charge if still within the contracted term. ETC amounts are set in your signed contract. |
| NBN Enterprise Ethernet | 30-day standard does not apply. Governed by your individual signed service contract. |
| How to submit a request | Must be in writing. Email helpdesk@commschannel.com.au. The received date starts your notice period. |
| Processing delays | If a delay on our side causes billing to continue past the cancellation date, those charges will be waived. |
| How to dispute a charge | Contact CommsChannel support with the service number, cancellation date, and invoice reference. We will review and issue a credit note if applicable. |
Video
No video available yet.
