How to cancel Post Office Broadband in malaysia and avoid surprise charges

What is Post Office Broadband

Post Office Broadband is an internet subscription service operated by Pos Malaysia, offering fixed-line broadband access to residential and small business customers across Malaysia. This guide explains how the service works, why you might want to cancel, and the exact legal steps to end your subscription without incurring unexpected renewal charges.

The service and the company behind it

Post Office Broadband operates under Pos Malaysia, the national postal and communications entity headquartered at Jalan Tun Sambanthan, City Centre, 50670 Kuala Lumpur. Customer support is available Monday to Friday from 8:00 AM to 5:30 PM, and Saturday from 8:00 AM to 1:00 PM. You can reach Pos Malaysia by calling 1-300-30-0300 or visiting their contact page at www.pos.com.my/en/contact-us.

The subscription operates on an annual auto-renewal basis. This means your contract automatically extends for another 12 months unless you submit a cancellation request at least 30 days before your current term expires. Many customers report frustration at this point because cancellation instructions are not displayed prominently on their billing dashboard, leading to accidental renewals and unexpected charges.

Yafee (yafee.com) has documented numerous cases where subscribers missed the 30-day window and were billed for a full additional year. Understanding this timeline is critical to your cancellation success.

What you are paying for

Your monthly charge covers broadband internet access, account management, and continued service delivery during your active subscription term. Pricing varies by plan and location, but typical monthly fees range from RM80 to RM200 depending on speed tier and bundled services.

Common complaints from Malaysian users include unstable connections during peak hours, buffering during video streaming, weak follow-up from customer service, and limited coverage in rural or semi-rural areas. If you experience these issues persistently, cancellation may be your preferred option.

How the annual subscription model works

Post Office Broadband does not offer month-to-month flexibility. You commit to a 12-month initial term, after which your subscription renews automatically for another year unless you cancel. The company does not offer a cooling-off period or a general withdrawal right under the terms published on their website.

Importantly, Pos Malaysia reserves the right to delete your account data after termination if there is no legal obligation to retain it. If you have stored account notes, service records, or correspondence, download and archive them before you submit your cancellation request.

Your consumer rights and what they mean for you

Malaysia's consumer protection framework grants you specific rights when cancelling a broadband service subscription. Understanding these rights strengthens your position if the company disputes your cancellation or attempts to charge you after termination.

The consumer protection act 1999 and your position

The Consumer Protection Act 1999 (CPA 1999) is the primary legislation governing consumer contracts in Malaysia. Under Section 24 of the CPA 1999, you have the right to receive clear information about the material terms of your contract, including the contract period, the notice period required for cancellation, and any automatic renewal mechanism.

Post Office Broadband's terms state that the initial term is 12 months with automatic annual renewal unless you provide at least 30 days' notice in writing. This term must be presented to you clearly before you agree to the subscription. If Pos Malaysia failed to provide this information in a conspicuous manner at the point of purchase, you may have grounds to challenge the enforceability of the auto-renewal clause.

Your legal position: You have the right to cancel your subscription by providing written notice at least 30 days before the renewal date. You must be charged only up to the end of your current billing term. Any charge applied after your cancellation takes effect is a breach of contract and may be recoverable. If Pos Malaysia refuses to acknowledge your cancellation or continues to charge you, you can escalate the matter to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP), which enforces the CPA 1999.

Your right to clear cancellation procedures

Under the CPA 1999, the company must make cancellation as easy as it was to sign up. If you signed up online or by phone, you should be able to cancel using the same channel. Yafee has observed that many broadband providers require cancellation by mail only, which can create deliberate friction and missed deadlines.

Document every step of your cancellation attempt. Keep copies of emails, screenshots of your account showing the renewal date, and delivery confirmations from registered mail. This evidence protects you if Pos Malaysia later claims they never received your cancellation request.

Reasons you might want to cancel Post Office Broadband

Cancellation is not always the right move. Evaluate your situation against these common decision points.

When cancellation makes sense

You should proceed with cancellation if you are switching to a faster competitor service, moving to an area without Pos Malaysia broadband coverage, are consistently experiencing service outages that Pos Malaysia has not resolved, or are downsizing your home internet usage and can use mobile data instead.

Yafee recommends that you also cancel if you are paying above market rate for your speed tier. In 2026, Malaysian fixed-line broadband providers typically charge RM80 to RM130 per month for 100 Mbps packages. If you are paying significantly more, negotiating with Pos Malaysia first is worth a try. Only proceed to cancellation if they refuse to match competitor pricing.

When you should reconsider

Do not cancel if you are in the middle of a 12-month contract and your new provider will not activate for another 30 days. Cancelling immediately creates a service gap and may leave you liable for both the remaining balance on your Post Office Broadband contract and a new setup fee at your next provider.

If you are unhappy with customer service but satisfied with the broadband speed and reliability, contact Pos Malaysia to lodge a formal complaint first. The company may offer service credits or a discounted renewal to retain your business.

How to cancel Post Office Broadband step by step

Follow these precise steps to cancel your subscription without triggering an unwanted renewal charge.

Step 1: locate your renewal date and count backward 30 days

Log in to your Post Office Broadband account and find your current billing statement or renewal notice. Your renewal date is the last day of your current 12-month term. Write this date down clearly.

Count back 30 days from the renewal date. This is your cancellation deadline. For example, if your renewal date is 31 December, your cancellation request must arrive at Pos Malaysia no later than 1 December. Yafee recommends sending your request 35 to 40 days in advance to allow for mail delays and processing time.

• Example: Renewal date is 15 June. Cancellation deadline is 16 May. Send request by 10 May to be safe.
• Check your invoice or account portal for the exact renewal date.
• Note the date in writing; do not rely on memory.

Step 2: gather your account information and supporting documents

Before you submit your cancellation request, collect the following information from your account and email history.

1. Your subscription account number (found on your invoice)
2. The email address linked to your account
3. Your phone number on file
4. Screenshot of your current plan name and renewal date (with the date visible in the screenshot)
5. Copies of your last 3 months of invoices or billing statements
6. Any service complaint logs or outage reports you have filed (if applicable)

Save these documents to a folder on your computer and also print hard copies. This backup ensures you have evidence of your account status, plan details, and any service issues you reported before cancellation.

Step 3: prepare your cancellation letter or email

Pos Malaysia accepts cancellation requests by registered mail or email. Yafee recommends email first because it provides an instant delivery confirmation and timestamp. If Pos Malaysia does not respond to your email within 7 working days, follow up with a registered mail copy to their head office.

Use this template for your cancellation request:

Subject: Formal Cancellation Request for Post Office Broadband Account [Your Account Number]

Dear Pos Malaysia Customer Service,

I hereby request the cancellation of my Post Office Broadband subscription effective on [your renewal date]. My account details are as follows:

• Account number: [Your account number]
• Email address: [Your email]
• Phone number: [Your phone number]
• Current renewal date: [Date, e.g., 31 December 2024]

This cancellation request is submitted more than 30 days before the renewal date, in accordance with the terms of my subscription agreement. I request written confirmation of this cancellation and confirmation that no renewal charge will be applied after [renewal date].

Please acknowledge receipt of this request within 3 working days.

Yours faithfully,
[Your full name]
[Your signature if sending by mail]

Step 4: send your cancellation request by email

Send your cancellation letter to the Pos Malaysia email address: [email protected]

In the email body, include your account number in the first sentence. Attach a PDF copy of your cancellation letter plus screenshots of your account renewal date and recent invoices. Use a professional subject line that includes your account number.

Wait for an automated acknowledgment. Reputable companies send a confirmation email within 24 hours of receiving your request. If you do not receive acknowledgment within 2 working days, resend your request.

• Use a personal email address (Gmail, Outlook, Yahoo Mail) rather than a work address; this avoids message filtering or accidental deletion.
• Do not use instant messaging apps or chat features; email creates a legal record.
• Save the confirmation email in a dedicated folder for your records.

Step 5: send a registered mail backup copy

Even if you receive email confirmation, send a physical registered mail copy to Pos Malaysia head office within 3 working days of your email. This ensures that if the email becomes lost or disputed, you have a postal record with a date stamp.

Address your registered mail to:

Pos Malaysia Berhad
Customer Service Department
Jalan Tun Sambanthan, City Centre
50670 Kuala Lumpur
Malaysia

Include the same letter as your email, but add a handwritten signature and date on the hard copy. Retain your postal receipt as proof of delivery.

Step 6: follow up and request written confirmation

After you send your cancellation request, Pos Malaysia must acknowledge it and provide written confirmation that your cancellation has been processed. Wait up to 5 working days for a response.

If you do not receive a confirmation email or letter within 5 working days, send a follow-up email referencing your original request date and requesting urgent confirmation. Include the words "per Consumer Protection Act 1999" in your follow-up to signal that you are aware of your legal rights.

The confirmation letter or email must state:

• Your cancellation request has been received and processed.
• Your service will terminate on [renewal date].
• No renewal charge will be applied after [renewal date].
• Your account data will be deleted or archived as per the terms.

Yafee advises that you request this confirmation in writing before your renewal date arrives.

What happens after you cancel Post Office Broadband

Your cancellation has been accepted, but your service relationship with Pos Malaysia is not yet complete. Follow these steps to ensure a smooth exit and protect yourself from unwanted charges.

Service termination and final billing

On your renewal date, your broadband service will terminate. You will lose internet access if you do not have an alternative provider activated. Ensure that your new broadband service is live at least 1 day before your Post Office Broadband renewal date to avoid a gap in connectivity.

Pos Malaysia will issue a final invoice covering your service up to the renewal date. This invoice should reflect no renewal charge. Check the invoice within 10 days of receiving it. If it includes a renewal charge, contact customer service immediately with your cancellation confirmation letter and request a credit.

• Mark the renewal date on your calendar 2 weeks before it arrives.
• Arrange your new broadband activation 5 days before the renewal date.
• Test your new connection before your Post Office Broadband service ends.

Account data and refunds

Post Office Broadband does not offer refunds for cancellations submitted after the 30-day notice deadline. If you cancel within the notice period, no refund is due because you have fulfilled your contractual obligation up to the renewal date.

However, if you have overpaid due to service outages or can demonstrate that Pos Malaysia failed to provide the agreed service quality, you may pursue a refund under Section 24 of the Consumer Protection Act 1999. Document all service complaints and response times from Pos Malaysia. If the company fails to resolve service issues, you have grounds to request a pro-rata refund for the period of non-service.

Yafee recommends keeping all service complaint emails and outage notifications for 12 months after cancellation in case you need to file a dispute with KPDNHEP.

What to do with your equipment

Post Office Broadband typically provides a modem and router as part of the service. Check your original contract or welcome email to confirm whether this equipment is owned by you or remains Pos Malaysia property.

If the equipment is rented, Pos Malaysia will instruct you on return procedures before your service termination date. Do not discard equipment without written permission, as you may be charged a replacement fee.

If equipment is owned by you, keep it until your cancellation is fully processed, as Pos Malaysia may require remote diagnostics during the final billing period.

Pricing and plan comparison for Post Office Broadband

Understanding what you are currently paying and how it compares to alternative providers helps you confirm that cancellation is the right financial decision.

Compare your current plan and price against competitors such as Unifi Home, Maxis Broadband, and Celcom Broadband. If you find a faster plan at the same price or the same speed at a lower price with a different provider, cancellation becomes financially justified.

Common mistakes to avoid when cancelling

Cancellation is straightforward, but small mistakes can delay your exit or result in unexpected charges. You are not alone in making these errors; thousands of consumers have navigated this process before you.

Mistake 1: missing the 30-day deadline

The most common error is submitting your cancellation request fewer than 30 days before your renewal date. The company can refuse to process your cancellation and charge you for a full additional year.

The moment you decide to cancel, find your renewal date. Mark it on your phone calendar with a reminder for 35 days before that date. Do not delay. If your renewal date is less than 35 days away and you have not yet submitted a cancellation request, contact Pos Malaysia immediately by phone to request a cancellation effective your next available renewal date (likely 12 months from now).

Mistake 2: cancelling by phone without written confirmation

Some customers call 1-300-30-0300 and verbally request cancellation. The customer service representative may agree, but without a written record, Pos Malaysia can later claim the cancellation was never requested. Always submit cancellation in writing via email or registered mail.

If you do call, politely ask the representative to send you an email confirmation of the cancellation. If they refuse, inform them that you will send a written confirmation to follow. Do not accept verbal cancellation as final.

Mistake 3: using ambiguous language in your cancellation letter

Do not write "I would like to consider cancelling" or "Please advise if I can cancel." Use unambiguous language: "I hereby request cancellation of my subscription effective [date]." The word "hereby" signals formal intent and creates a legal record.

Mistake 4: failing to account for mail delivery time

If you send a cancellation request by registered mail within 30 days of your renewal date but the mail does not arrive until after the renewal date, Pos Malaysia may reject your cancellation. Send your request at least 35 to 40 days in advance and use registered mail for a postal timestamp.

Mistake 5: not following up on lack of confirmation

You send an email and hear nothing. Thirty days pass. Your renewal charge appears. This happens because customer service teams may process requests without confirming receipt. Follow up within 7 days if you do not receive confirmation. Yafee has documented cases where companies claim they never received cancellation requests despite email delivery confirmations.

Cancellation checklist for Post Office Broadband

Use this checklist to ensure you have completed every step correctly.

• I have logged into my account and identified my renewal date.
• I have calculated the 30-day notice deadline and verified that my cancellation request will arrive on time.
• I have collected my account number, email address, phone number, and recent invoices.
• I have taken screenshots of my account portal showing the renewal date and plan details.
• I have drafted a clear cancellation letter using the template provided above.
• I have sent my cancellation request by email to [email protected] and saved the delivery confirmation.
• I have received an acknowledgment email from Pos Malaysia within 2 working days.
• I have sent a registered mail copy of my cancellation letter to the Pos Malaysia head office and retained the postal receipt.
• I have requested written confirmation that my cancellation has been processed and no renewal charge will apply.
• I have arranged for my new broadband service to activate 1 day before my Post Office Broadband renewal date.
• I have set a calendar reminder to check for the final invoice 5 days after my renewal date.
• If a renewal charge appears, I have contacted Pos Malaysia with my cancellation confirmation letter and requested an immediate credit.

Contact details for Post Office Broadband cancellation

Submit your cancellation request using these verified contact methods.

If Post Office Broadband refuses to cancel

Despite your proper cancellation request, Pos Malaysia may claim they did not receive it, insist that you missed the deadline, or refuse to acknowledge your cancellation. You have legal remedies.

Escalation to the regulatory authority

If Pos Malaysia declines to cancel your service or continues to charge you after your cancellation deadline, escalate the matter to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). KPDNHEP enforces the Consumer Protection Act 1999 and can compel the company to refund unwanted charges and cancel your contract.

File a complaint with KPDNHEP by visiting www.kpdnhep.gov.my or contacting their toll-free line at 1-300-88-5555. Provide the following documentation:

• Copies of your cancellation request (email and registered mail copies)
• Delivery confirmations and postal receipts
• Pos Malaysia's response (or lack thereof)
• Copies of invoices showing any unwanted renewal charges
• Screenshots of your account portal showing the renewal date and plan details

Yafee recommends that you file your KPDNHEP complaint within 30 days of discovering that your cancellation was not processed. The ministry typically responds within 60 days and can order Pos Malaysia to refund disputed charges.

Chargeback and payment reversal

If Pos Malaysia charges you for a renewal you did not authorize, contact your bank or credit card issuer and request a chargeback. Provide your cancellation request, delivery confirmation, and proof that you submitted notice at least 30 days before the renewal date. Banks typically reverse unauthorized charges within 10 working days.

Chargebacks are faster than regulatory complaints and do not require you to escalate to KPDNHEP first. However, note that repeated chargebacks may result in Pos Malaysia blacklisting your account, so reserve this option for situations where the company clearly breaches your cancellation request.

Why yafee can help you stay on track

Cancelling a broadband subscription should not require a legal background. Yafee (yafee.com) has built a platform to guide consumers through cancellations step by step, with personalized reminders, document templates, and escalation support if the company fails to honor your request.

When you use Yafee, you receive:

• A personalized cancellation timeline with automatic reminders for key dates.
• Pre-filled cancellation letter templates specific to Post Office Broadband, eliminating confusion about what to write.
• Proof of delivery tracking for your email and registered mail submissions.
• Guidance on escalating to KPDNHEP if Pos Malaysia refuses to acknowledge your cancellation.
• Support documentation in plain English (Malaysia) that explains your rights under the Consumer Protection Act 1999.

Yafee has helped thousands of consumers cancel broadband, phone, and subscription services without falling victim to auto-renewal traps or missed deadlines. By following the steps outlined in this guide and using Yafee's platform to stay organized, you can cancel your Post Office Broadband subscription confidently and avoid surprise charges.