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Frequently asked questions
Cancel Orcon: The Right Way to Exit
How to cancel Orcon and switch to a better internet provider in new zealand
Understanding Orcon and why you might want to leave
Orcon is one of New Zealand's most established internet service providers, delivering fibre, VDSL and mobile connectivity to residential and small business customers. The company typically bundles broadband, landline and mobile services across multiple price tiers, with optional add-ons including static IP addresses and priority support. Most plans operate under promotional pricing that resets after the initial contract term, often resulting in significant bill increases.
You may be considering cancellation for several reasons: your monthly charges have climbed after the promotional period ended, you are not receiving the speeds advertised, competitors offer superior value, or your usage patterns have simply changed. Whatever your motivation, Yafee walks you through the cancellation process methodically so you exit on your terms and avoid unexpected fees or service disruptions.
When cancellation makes financial sense
Review your current Orcon bill alongside competitor offers at least every 12 months. If your rates have increased beyond inflation or you are paying for speeds you consistently fail to receive, cancellation becomes economically justified. Fixed-term contracts are designed to lock in customers, so do not assume your current rate reflects market value.
Yafee recommends comparing at least three alternative providers before you commit to leaving. Check the Commerce Commission's published broadband speed reports and independent customer reviews to validate claims about performance and uptime. This due diligence prevents you from switching into a worse arrangement.
Orcon contract terms explained
Most Orcon broadband and landline plans bind you to a 12-month fixed term. Mobile plans, by contrast, typically operate on rolling 30-day prepaid cycles with no lock-in period. Early cancellation of fixed-term contracts incurs an early termination fee, calculated as a percentage of the remaining contract value. The exact amount depends on how many months remain on your agreement at the time of cancellation.
Rented equipment (modem and router) must be returned to Orcon within 14 days of service termination. Failure to return hardware results in a non-return charge, usually between NZD $100 and NZD $150, added to your final invoice. Plan equipment return logistics in advance to avoid this unnecessary cost.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 (CGA) is the primary legal framework protecting you when dealing with Orcon or any telecommunications provider in New Zealand.
What the consumer guarantees act guarantees
Under the CGA, Orcon must supply broadband and landline services with due care and skill, and the service must be fit for the purpose for which you engaged it. If you are paying for 100 Megabits per second (Mbps) and consistently receive only 40 Mbps without any technical fault on your end, Orcon is in material breach of the Act. Your legal remedies include cancellation without penalty, a refund for the shortfall, or a service credit to compensate for the performance gap.
The CGA also protects you against misleading representations. If Orcon's marketing materials claim network coverage or download speeds you do not experience, you can cite this breach during cancellation disputes or complaints to the regulator. Yafee advises documenting all speed tests using independent tools (such as speedtest.net), support tickets and billing anomalies before you notify Orcon of your intent to cancel. This evidence strengthens your position if disputes arise.
Your legal position
You have the right to cancel any Orcon service without penalty if the company fails to deliver the contracted service standard. The burden rests on Orcon to prove that performance failures are due to your equipment or external network factors, not their infrastructure. If they cannot provide this proof, you are entitled to cancel immediately. The Telecommunications Disputes Resolution (TDR) scheme can compel Orcon to honour these rights and may award compensation for service failures, unfair contract terms or unreasonable fees.
Escalation and dispute resolution
If Orcon refuses your cancellation request or disputes a refund you believe you are entitled to, contact the Telecommunications Disputes Resolution scheme, which is New Zealand's independent arbiter for telecommunications complaints. The TDR can force Orcon to comply with the CGA and may award compensation for service breaches or unfair contract practices. The service is free and does not require legal representation.
Yafee recommends filing a formal written complaint with Orcon first (via email), allowing 20 business days for a response. If they decline or do not respond, escalate to the TDR immediately. Document every exchange with Orcon in writing to create an audit trail for the regulator.
Cancellation methods and how to notify Orcon
You must communicate your cancellation request to Orcon using specific methods that create a documented record of your notice.
Submitting your cancellation via phone
Contact Orcon's customer service team on 03 974 0099 (landline and broadband) or 0800 678 678 (mobile). Inform the representative that you wish to cancel your service and request written confirmation by email. Take note of the date, time and name of the representative you speak to. After the call, send a follow-up email to confirm the cancellation request, including your account number, the date of the phone call, and the representative's name. This creates a paper trail.
Submitting your cancellation in writing
Send a formal cancellation letter to Orcon's registered postal address. Your letter must include your full name, account number, the date you wish the service to terminate (minimum 30 days from the date of posting), and your signature. Send the letter via registered mail or courier so you receive proof of delivery. Retain a copy for your records.
Orcon's primary postal address for cancellation and general correspondence is: Orcon Limited, Private Bag 92026, Victoria Street West, Auckland 1142, New Zealand.
Cancellation notice period
Orcon requires a minimum of 30 days' written notice to cancel fixed-term contracts. The 30-day period begins on the date Orcon receives your cancellation notice, not the date you send it. Consequently, if you send your letter on Monday and Orcon receives it on Wednesday, the notice period begins Wednesday. Your service will terminate 30 days later. Submit your cancellation request as early as possible to avoid overlap between your old service and new provider's installation.
Early termination fees and financial implications
Understanding the true cost of cancellation helps you decide whether to exit before your contract expires or wait until the end of the term.
How early termination fees are calculated
If you cancel before your 12-month contract ends, Orcon charges an early termination fee equal to a percentage of your remaining contract value. For example, if you have 6 months remaining on a NZD $60 per month plan, the early termination fee is typically 50 percent of the remaining value (NZD $180). This fee is non-negotiable unless you successfully argue that Orcon has breached the CGA or misrepresented the service.
Request an itemised breakdown of any early termination fee in writing before you confirm cancellation. This gives you a clear cost comparison: paying the fee now versus waiting out the remaining contract term and overpaying month-to-month.
Equipment return charges
You must return all Orcon-provided equipment (modem, router, phone adapter) within 14 days of service disconnection. If equipment is not returned, Orcon charges a non-return fee, usually between NZD $100 and NZD $150. This charge appears on your final invoice and is added to any early termination fee you already owe.
Arrange courier collection or return the equipment to an Orcon retail store before the 14-day deadline. Yafee recommends obtaining a receipt or tracking reference so you can prove equipment was returned if a dispute arises.
Final invoice and billing adjustment
Your final invoice will include charges for the notice period (if you cancel mid-billing cycle), early termination fees, equipment non-return charges, and any outstanding usage fees. Conversely, Orcon must credit any unused prepaid services or promotional credits. Review your final invoice carefully and contact Orcon within 14 days if you identify errors or believe charges are incorrect.
Pricing comparison: Orcon versus alternatives
Use this table to benchmark Orcon's current pricing against common alternatives available to New Zealand residential customers.
| Provider | Plan type | Speed (Mbps) | Monthly cost (NZD) | Contract term | Early exit fee |
|---|---|---|---|---|---|
| Orcon | Fibre 100 | 100 | $79.99 (after promotion) | 12 months | Yes, percentage-based |
| Spark | Fibre Max | 100 | $89.99 | 12 months | Negotiable |
| Vodafone | Fibre Plus | 100 | $75.00 | 12 months | Yes |
| 2degrees | Fibre 100 | 100 | $72.50 | 12 months | Yes |
| Slingshot | Fibre 100 | 100 | $69.99 | No contract | None |
Note: Pricing is indicative and subject to change. All plans listed are residential fixed-line broadband services as of late 2024. Promotional rates apply for the first 3-6 months with most providers; standard rates shown reflect pricing after promotion ends.
Step-by-step cancellation process
Follow this procedure to cancel your Orcon service cleanly and minimise complications.
Step one: review your contract and calculate exit costs
- Locate your Orcon contract document or service agreement (usually emailed when you signed up).
- Identify the contract end date and confirm how many months remain.
- Calculate the early termination fee: multiply your monthly charge by the percentage fee (typically 50% of remaining value), then check your account page at my.orcon.co.nz to confirm the exact fee Orcon will charge.
- Add estimated equipment non-return fees (NZD $100 to NZD $150) to the total cancellation cost.
- Compare this total against the cost of staying with Orcon until the contract expires (total remaining payments). Choose whichever option is cheaper.
Step two: arrange your replacement internet service
- Contact your chosen alternative provider (Spark, Vodafone, 2degrees, Slingshot or another operator) and request an installation date.
- Confirm the installation is scheduled at least 5 business days before your intended Orcon termination date. This buffer prevents service gaps.
- Obtain your new provider's account number and customer service contact details.
- If switching from fibre to fibre, confirm that both providers use the same network infrastructure (most do in urban areas).
Step three: document your current service performance
- Run a final speed test on speedtest.net and screenshot the results, including date and time.
- Export your billing history from my.orcon.co.nz and print the last 6 months of invoices.
- Gather any email correspondence with Orcon support regarding service complaints, faults or performance issues.
- Compile this documentation into a folder and retain it for 12 months after cancellation. You may need this evidence if a billing dispute arises.
Step four: submit your cancellation notice
- Via email: Compose an email to Orcon's customer service team. Include your name, account number, current address, the date you wish to cancel (minimum 30 days from today), and your contact phone number. Send to [email protected] and request a read receipt.
- Via phone: Call 03 974 0099 or 0800 678 678 and inform the representative of your cancellation request. Request written confirmation by email within 24 hours and note the representative's name and time of call.
- Via registered mail: Write a formal letter (see template below) and send it via New Zealand Post Registered Mail or courier. Retain the proof of delivery receipt.
- Do not cancel via live chat if possible; chat conversations are harder to retrieve later and do not create a formal record.
Cancellation letter template
Use this template to formalise your cancellation request via post:
[Your name]
[Your street address]
[Your suburb and postcode]
[Your phone number]
[Date]
Orcon Limited
Private Bag 92026
Victoria Street West
Auckland 1142
New Zealand
Dear Orcon Customer Service Team,
I am writing to formally request the cancellation of my Orcon broadband service, account number [INSERT ACCOUNT NUMBER].
I request that my service be terminated on [INSERT DATE, MINIMUM 30 DAYS FROM TODAY].
Please confirm receipt of this letter and provide a final invoice itemising any early termination fees, equipment charges, or billing adjustments.
I will return all rented equipment (modem, router) by [INSERT DATE WITHIN 14 DAYS OF TERMINATION].
Yours faithfully,
[Your signature]
[Your printed name]
Step five: await confirmation from Orcon
- Orcon must acknowledge your cancellation notice in writing within 5 business days.
- They will confirm your service termination date and provide an itemised breakdown of any fees.
- If the termination date they confirm differs from your request, contact them immediately to clarify. You have the right to set the termination date subject to the 30-day minimum notice period.
- If Orcon does not respond within 5 business days, follow up via phone and request a written confirmation.
Step six: return equipment and switch providers
- On or before the service termination date, return all Orcon equipment (modem, router, phone adapter) to an Orcon retail store or arrange courier pickup.
- Obtain a receipt or tracking reference proving the equipment was returned.
- Allow your new provider to install their equipment and test connectivity before your Orcon service disconnects.
- On the termination date, Orcon will disconnect your line. Confirm that your new provider's service is active and stable before the old service goes offline.
Step seven: review your final invoice
- Orcon will email your final invoice within 7-10 days of termination.
- Check the final invoice for accuracy: confirm all charges (early termination fee, equipment non-return charge, usage fees) and all credits (prepaid services, promotional credits) are correct.
- If you dispute any charge on the final invoice, contact Orcon's billing team in writing within 14 days. Explain why each charge is incorrect and request a revised invoice.
- If Orcon refuses to adjust disputed charges and you believe they are unfair, escalate to the Telecommunications Disputes Resolution scheme as outlined in the "Your consumer rights" section above.
What to do after you cancel
Cancellation does not end after your service disconnects; several post-termination tasks ensure a clean break and protect you from future billing surprises.
Monitor your new provider's billing and performance
During your first billing cycle with the new provider, verify that the account is functioning as agreed. Run speed tests, check that bundled services (landline, mobile) are active, and confirm that any promotional pricing is reflected in your first bill. If issues emerge within 30 days, contact the new provider's support team immediately and request remediation. This is your return window if you change your mind about the switch.
Retain cancellation correspondence
Keep all emails, letters, invoices and receipts related to your Orcon cancellation for at least 12 months. Yafee recommends storing digital copies in a dedicated folder and printing key documents (cancellation confirmation, final invoice, equipment return receipt). If a billing dispute arises after termination, this documentation becomes critical evidence.
Check your credit file
Three months after your Orcon account is closed, review your credit report via Equifax (www.equifax.co.nz) or Credit Simple (www.creditsimple.co.nz) to ensure Orcon has not reported any defaults or unpaid balances. If an error appears, contact the credit bureau immediately and request correction. Errors on your credit file can damage your ability to secure future credit.
Common cancellation mistakes to avoid
Cancelling Orcon is straightforward when you follow the correct procedure; most complications arise from overlooked details that cost you time and money.
Mistake one: cancelling without calculating the true exit cost
Many customers cancel immediately without comparing the early termination fee against the cost of staying until the contract ends. If you have 3 months left and the early termination fee is NZD $180, your cost to exit now is NZD $180. Your cost to stay is NZD $240 (4 months at NZD $60). Leaving now saves NZD $60. Conversely, if you have 8 months left, the fee might be NZD $480 while staying costs NZD $480-neutral either way. Always do the maths before you commit.
Mistake two: not returning equipment within 14 days
Orcon charges NZD $100 to NZD $150 for unreturned equipment. Many customers assume this charge will not apply because they "forgot to post the modem." Plan equipment return immediately; do not wait until the deadline. Arrange courier collection or drop the equipment at an Orcon store within the first week of service termination.
Mistake three: cancelling verbally without written confirmation
A phone call to cancel is not binding unless Orcon provides written confirmation within 24 hours. If you cancel by phone and receive no email confirmation, Orcon may later claim they never received the cancellation request. Always follow up any verbal cancellation with a written email repeating your request and asking for acknowledgment. This creates a documented record.
Mistake four: not reviewing the final invoice
Your final invoice may contain errors or unauthorised charges. If you do not review it within 14 days, Orcon considers the invoice accepted and you lose the right to dispute it. Yafee advises examining every line item on the final invoice, including the early termination fee calculation and any equipment charges, and contacting Orcon immediately if you identify discrepancies.
Mistake five: setting up the new service after Orcon disconnects
Never schedule your new provider's installation for the same day your Orcon service terminates. Delays or technical issues with the new installation could leave you without internet for days. Always arrange new provider installation at least 2-3 business days before your Orcon service end date. This buffer allows you to test the new connection and identify problems before the old service disappears.
Comparing Orcon alternatives available to new zealand customers
Yafee has compiled this comparison to help you evaluate whether switching from Orcon makes financial sense and which alternative best suits your needs.
| Provider | Network type | Customer support | Contract flexibility | Standout feature |
|---|---|---|---|---|
| Spark | Fibre + VDSL | 24/7 phone + live chat | 12-month standard | Bundling with mobile and TV; largest network |
| Vodafone | Fibre + VDSL + wireless | 24/7 phone + chat | 12-month standard | Mobile bundle discounts; competitive pricing on entry plans |
| 2degrees | Fibre + VDSL | 8am-8pm Monday-Friday | 12-month standard | Lowest base pricing; priority network investment in rural areas |
| Slingshot | Fibre + VDSL | 8am-5pm Monday-Friday | No contract option available | True month-to-month flexibility; no early termination fees |
| MyRepublic | Fibre + wireless | 9am-6pm weekdays | 12-month or rolling | Gigabit fibre speeds at competitive rates; tech-savvy customer base |
Your next steps and final checklist
Use this checklist to track your cancellation progress and ensure you complete all necessary steps before and after service termination.
| Task | Deadline | Status |
|---|---|---|
| Calculate early termination fee and compare against staying | Before submitting cancellation | [ ] Completed |
| Arrange replacement internet service and confirm installation date | Before submitting cancellation | [ ] Completed |
| Submit formal cancellation notice (email, phone, or registered mail) | Minimum 30 days before desired termination date | [ ] Completed |
| Receive written cancellation confirmation from Orcon | Within 5 business days of submitting notice | [ ] Completed |
| Return all equipment (modem, router, phone adapter) | Within 14 days of service termination | [ ] Completed |
| Review final invoice for accuracy and dispute any errors | Within 14 days of invoice receipt | [ ] Completed |
Contacting Orcon for cancellation
Submit your cancellation request using one of the contact methods below. Yafee recommends the registered mail option if you want an undeniable paper trail; phone or email if you prefer immediate confirmation.
Postal address for cancellation
Send your formal cancellation letter to:
Orcon Limited
Private Bag 92026
Victoria Street West
Auckland 1142
New Zealand
Use New Zealand Post Registered Mail or a courier service to track delivery. Retain the proof of delivery receipt.
Phone and email contacts
Broadband and landline support: 03 974 0099 (Monday to Friday, 8am-8pm; Saturday and Sunday, 9am-5pm)
Mobile support: 0800 678 678 (24 hours)
Email: [email protected] (specify "Cancellation request" in the subject line)
Online account management: my.orcon.co.nz (view your contract, billing history and service status)
Escalation contact for disputes
If Orcon refuses your cancellation or disputes a refund you believe you are entitled to, contact the Telecommunications Disputes Resolution scheme at:
Telecommunications Disputes Resolution
Level 8, 114 The Strand
Wellington 6011
New Zealand
Phone: 04 472 1899
Website: www.tdr.org.nz
The TDR is free, independent and does not require legal representation. File a formal complaint if Orcon refuses to resolve your issue within 20 business days.
Summary and next steps
Cancelling Orcon requires you to submit a formal notice, observe a 30-day notice period, calculate and pay any early termination fees, and return equipment within 14 days. Your legal position is protected by the Consumer Guarantees Act 1993, which entitles you to cancel without penalty if Orcon fails to deliver the contracted service standard. If disputes arise, the Telecommunications Disputes Resolution scheme can compel Orcon to honour your rights and award compensation.
The cancellation process itself is straightforward: choose your alternative provider, calculate your exit cost, submit written notice to Orcon, confirm receipt, arrange equipment return, and review your final invoice. Yafee has helped thousands of consumers cancel Orcon cleanly and switch to providers offering better value, faster speeds or more flexible contract terms. By following the step-by-step procedure outlined in this guide, you avoid common mistakes, protect your consumer rights, and ensure a smooth transition to your new internet service.
Start today by reviewing your Orcon contract, calculating the early termination fee, and researching alternative providers. Your decision to leave should be based on cold financial analysis, not frustration. Yafee exists to make that process transparent and straightforward.
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