Manage Orcon

How to cancel orcon and reclaim your internet freedom in new zealand

What orcon is and why you might want to leave

Orcon is New Zealand's longest-established internet service provider, delivering fibre, VDSL and mobile connectivity to homes and small businesses across the country. The company bundles broadband, landline and mobile services with a range of plan tiers, optional add-ons like static IP addresses and priority support, and promotional pricing that often decreases after the initial term.

If you're reading this, you've likely decided Orcon no longer meets your needs-whether that's due to price increases, slower speeds than promised, better offers from competitors, or a simple desire to switch providers. Whatever your reason, Stopee is here to walk you through the cancellation process step by step so you exit cleanly and on your own terms.

When cancellation makes sense

You should consider cancelling Orcon if you've noticed your bill climbing after the promotional period ends, if you're paying for speeds you don't receive, or if you've found a plan elsewhere that delivers better value or performance. Fixed-term contracts can trap you into overpaying, so it's worth reviewing your current plan against what's available in the market every 12 months.

Stopee recommends comparing at least three alternative providers before you commit to cancellation, so you avoid jumping from one poor deal into another. Check the Commerce Commission's broadband data and customer reviews to validate claims about speed and reliability.

Understanding orcon's contract terms

Most Orcon broadband and landline plans lock you into a 12-month term, while mobile plans operate on a rolling 30-day prepaid basis. Early cancellation of fixed-term contracts typically incurs an early termination fee-the amount varies depending on how many months remain on your agreement. Rented equipment (modem or router) must be returned, or you'll face a non-return charge on your final invoice.

Key consumer rights under new zealand law

The Consumer Guarantees Act 1993 (CGA) is your legal safety net when dealing with Orcon or any telecommunications provider in New Zealand. This section outlines the protections that apply to you and how to escalate if Orcon breaches them.

What the consumer guarantees act guarantees you

Under the CGA, Orcon must supply broadband and landline services with due care and skill, and the service must be fit for purpose. If you're paying for 100 Mbps and consistently receive only 40 Mbps without technical fault on your end, Orcon is in breach. You have the right to cancel without penalty, claim a refund for the shortfall, or demand remediation-such as a price reduction or service credits.

The CGA also protects you against misleading representations: if Orcon's marketing materials claim coverage or speeds you don't receive, you can cite this breach during cancellation disputes. Stopee advises documenting all speed tests, support tickets and billing issues before you notify Orcon, so you have evidence if you need to escalate.

Escalation and dispute resolution

If Orcon refuses your cancellation request or disputes a refund you're entitled to, contact the Telecommunications Disputes Resolution (TDR) scheme, which is New Zealand's independent arbiter for telecom complaints. The TDR can force Orcon to honour your rights under the CGA and may award compensation for service failures or unfair contract terms.

Stopee recommends filing a formal complaint with Orcon first (in writing, via email), allowing 20 business days for a response. If they decline, escalate immediately to the TDR. The service is free and does not require legal representation.

How to cancel orcon broadband and landline

Cancelling your Orcon broadband or landline service requires you to notify the company, observe a 30-day notice period, and return any rented equipment. Follow these steps carefully to avoid hidden fees or service continuation beyond your intended exit date.

Step-by-step cancellation via web or support

1. Log in to your Orcon account on the main website (orcon.net.nz) or access your account settings via the My Orcon app.
   • If you can't log in, retrieve your account number from a recent bill or call Orcon support on 03 477 0070 (South Island) or 09 361 0070 (North Island).
2. Navigate to your account settings and locate the "Cancel Account" or "Close Account" option.
   • Pro tip: Orcon's help centre at help.orcon.net.nz lists detailed cancellation steps for your specific plan type-reference the article "Can I cancel my account? What is involved?" to confirm the current process.
3. Select broadband and/or landline from the services you wish to cancel.
   • If you're keeping mobile but cancelling broadband, specify this clearly so the systems don't cancel your entire account.
4. Enter your cancellation reason (optional but encouraged-your feedback helps Orcon improve).
   • If you're leaving due to price or performance, state it plainly; this data helps Stopee and other advocates track industry patterns.
5. Review the 30-day notice period confirmation and any early termination fees (if applicable).
   • Warning: The notice period starts the day you submit your cancellation request, not the day your service ends. Your final bill will cover the full 30 days plus any outstanding charges.
6. Confirm your cancellation.
   • You'll receive an email confirmation with your cancellation reference number and end-of-service date. Save this email.

Cancellation by phone or email

If you prefer to cancel over the phone or email, contact Orcon support directly. Phone lines are open Monday to Friday, 8 am to 8 pm, and Saturday 9 am to 5 pm. You can also email support via your Orcon account portal or use the help centre contact form.

Pro tip: When you call or email, provide your account number, full name, contact phone number and the service(s) you want to cancel. Ask the support agent to confirm the 30-day notice period, any early termination fees, and the exact end-of-service date. Request a confirmation email summarising these details-this becomes your receipt if disputes arise.

Cancelling your orcon mobile plan

Orcon mobile operates on a prepaid 30-day rollover basis, which means cancellation rules differ from broadband. You have two options: port your number to a new provider (which automatically terminates Orcon) or cancel directly with Orcon and lose the number.

Porting your mobile number to another provider

1. Contact your new mobile provider and request a number port from Orcon.
   • Your new provider will handle the technical process and provide you with a port authorisation code and timeline (usually 1-5 business days).
2. Your Orcon plan will terminate automatically once the port completes.
   • You'll be charged only up to the port completion date; any unused allowance in the current 30-day period will expire 14 days later and cannot be carried forward or refunded.
3. Check that you're not charged for a full renewal cycle after the port-monitor your account for the next 7 days.
   • Pro tip: Keep your Orcon SIM active until the port is confirmed by your new provider to avoid service gaps.

Cancelling without porting the number

1. Log in to your Orcon account or contact support to request mobile cancellation.
   • You can cancel via the new My Orcon app, the website, or by phone/email-the old Orcon mobile app was shut down on 9 November 2023 and no longer processes cancellations.
2. Confirm that you want to close the mobile plan and surrender the phone number.
   • Once confirmed, Orcon will not reactivate the number, so ensure you've notified all important contacts.
3. Review any outstanding balance or remaining prepaid allowance.
   • Unused data or call credit does not carry forward to a new plan and expires 14 days after cancellation.
4. Receive a cancellation confirmation and final bill within 1-2 business days.
   • Warning: Do not recycle or dispose of your SIM immediately; keep it for at least 30 days in case you need to reference your mobile account for disputes.

What happens after you cancel orcon

Cancellation does not end on the day you submit your request-a 30-day wind-down period applies, and several administrative tasks follow. Understanding this timeline helps you avoid surprise charges and ensures a clean break from Orcon.

Service access and billing during the notice period

Your Orcon broadband and landline remain active for the full 30-day notice period. You continue to pay standard monthly charges during this time-there is no discount or pro-rata adjustment. If you request cancellation on day 10 of your billing cycle, you'll still pay the full month's fee plus the 30-day notice period.

Pro tip: Request cancellation on your billing cycle date (usually near the start of your monthly period) to minimise the overlap between the final payment and the 30-day notice. Stopee recommends checking your billing date before you submit the cancellation request.

Returning rented equipment

Orcon provides rented modems and routers as part of most plans. You must return this equipment within 14 days of your end-of-service date, or you'll incur a non-return fee (typically NZ$60-120 depending on the device model). Orcon will provide prepaid return shipping labels via email or post; follow the instructions carefully and keep the tracking number.

Pro tip: Pack the equipment securely in its original box if available, and photograph the return package before dropping it off. If the package is lost in transit, the tracking number and photos become proof you attempted to return the equipment-this can help you dispute any non-return charges with Stopee's guidance.

Final billing and account closure

Your final invoice will arrive 1-3 business days after your end-of-service date. It will include charges for the cancellation notice period, any early termination fees (if applicable), and any outstanding usage charges. Check this invoice carefully against your records-errors do happen.

Once the invoice is settled, your account will close automatically. Any credit balance on your account will remain until you request a refund (see the next section). Stopee advises keeping a copy of your final invoice for tax and warranty purposes.

Will you get a refund from orcon

Refunds depend on your account status and what you're claiming reimbursement for. Orcon processes most refund requests within a few business days, but you must initiate the request yourself-the company does not automatically refund credits on closed accounts.

Account credit refunds

If you have a positive balance on your Orcon account when it closes (for example, from overpayment or credits issued due to service issues), you can request a refund by email.

1. Email Orcon's billing team at billing@orcon.net.nz with your account number, full name, and the credit amount you wish to refund.
   • Include a brief explanation of why you have the credit (e.g., paid early, issued due to downtime).
2. Orcon processes refund requests weekly on Thursdays and typically releases the funds within 2-5 business days of processing.
   • The refund will be transferred to the bank account linked to your Orcon account during sign-up.
3. Monitor your bank account and confirm receipt within 7 days.
   • If the refund does not arrive, contact Orcon with the processing date and request a trace.

Warning: Do not assume Orcon will refund credits automatically after your account closes. Follow up within 14 days of your end-of-service date to ensure the refund is processed before the request becomes harder to track.

Wiring and maintenance fee refunds

Orcon previously charged a "Wiring & Maintenance" fee to fibre customers, citing infrastructure maintenance costs. In 2024, the company credited all current accounts and invited former customers to request refunds. If you paid this fee and have since cancelled, you may be eligible for reimbursement.

Visit the Orcon help centre article "Wiring & Maintenance refunds" to check eligibility and submit your claim. Orcon responds to these requests within 10 business days. Stopee recommends checking this status if you've cancelled within the past 12 months.

Early termination fee disputes

If Orcon charges an early termination fee that you believe violates the Consumer Guarantees Act (e.g., the fee is excessive or unconscionable given the remaining contract period), you can dispute it. Under the CGA, unfair contract terms can be struck out.

Request a refund of the disputed fee in writing, citing the CGA. If Orcon refuses, escalate to the Telecommunications Disputes Resolution (TDR) scheme-this is a free, legally binding process that can overturn unfair charges. Stopee has helped thousands of consumers recover disputed fees by invoking consumer law.

Orcon pricing and plan comparison

Understanding your current plan and how it compares to market alternatives helps you decide whether cancellation is the right move. This table summarises typical Orcon plans and pricing as of 2024-confirm current rates on orcon.net.nz.

Prices include GST but may vary by region and current promotions. After 12 months, rates typically increase by 10-15% unless you negotiate a renewal discount. Stopee recommends calling Orcon 30 days before your renewal to request a loyalty discount-many customers secure 10-20% off by simply asking.

Common mistakes when cancelling orcon

Cancelling a broadband service can feel overwhelming, and small oversights often lead to surprise charges or service gaps. Here are the traps that catch most people-avoid them and you'll exit smoothly.

Forgetting to return equipment

The most expensive mistake is failing to return your rented modem or router. Orcon will invoice you for the full replacement cost (typically NZ$80-150), which appears on your final bill or is pursued as a separate debt.

As soon as Orcon sends you the prepaid return label, pack the equipment and drop it off at the courier location. Do not wait until the 14-day window closes. Take a photo of the parcel with the tracking label visible, and check the tracking status daily to confirm delivery. Stopee advises keeping the proof of return for 90 days in case disputes arise.

Cancelling too early without a new provider ready

Submitting your cancellation and only then hunting for a new provider leaves you vulnerable to service gaps, especially if your new provider's connection takes longer than expected. You could lose internet access for days or weeks.

Stopee recommends provisioning your new service first, confirming an installation or activation date, and only then notifying Orcon. Ideally, your new service should go live on the same day Orcon's 30-day notice period ends, creating no downtime.

Missing the 30-day notice period start date

Cancellation requests are processed manually, and support teams sometimes misrecord the date you submitted the request. This causes confusion about when the 30 days actually began. Always request a written confirmation email that states the exact cancellation date and end-of-service date.

If Orcon's final bill shows charges beyond your agreed end-of-service date, contact billing immediately with your confirmation email. Escalate to the TDR if Orcon refuses to correct the overcharge.

Not documenting service failures before cancellation

If you're cancelling due to poor service (dropped connections, speed shortfalls, repeated faults), document everything before you submit your cancellation request. Speed test results, outage dates, support ticket numbers and emails all become evidence if you later dispute early termination fees.

Under the Consumer Guarantees Act, if Orcon has failed to deliver fit-for-purpose service, you may be entitled to cancel without penalty. But you must prove the failure. Stopee advises keeping a simple log: date, issue, speed test result, screenshot-and attaching this to your cancellation request with a note that you're cancelling due to breach of the CGA.

Ignoring the final invoice

Many people cancel, assume the service is closed, and ignore the final bill when it arrives. Orcon will pursue unpaid invoices through debt collection if charges go unpaid for 30+ days. Review your final invoice within 7 days of receipt, dispute any errors immediately, and settle any genuine debt.

Checklist for cancelling orcon

Use this checklist to ensure you don't miss any critical steps during your cancellation journey.

• Review your current plan and contract end date (check your bill or log into your account).
• Compare at least three alternative providers and confirm their availability at your address.
• Provision your new service with a confirmed activation or installation date.
• Document any service failures, speed test results or faults if you're citing poor performance.
• Contact Orcon and request cancellation via web, app or phone-obtain a confirmation email with the cancellation date and end-of-service date.
• Confirm the 30-day notice period, any early termination fees, and whether equipment return is required.
• Request a copy of your final invoice in advance to check for errors.
• When Orcon sends the equipment return label, pack and ship the modem/router within 7 days; keep the tracking number and delivery proof.
• Monitor your bank account and email for the final invoice (arrives 1-3 days after end-of-service).
• Review the final invoice for accuracy and dispute any erroneous charges within 14 days.
• If you have a credit balance, request a refund in writing within 14 days of account closure.
• Retain copies of all confirmation emails, invoices and return tracking for 12 months.
• Switch to your new provider and verify that your new service is active before your Orcon cancellation date arrives.

Customer reviews and satisfaction ratings

Orcon maintains a 4.5 out of 5 star rating across major review platforms in New Zealand, with customers praising affordable plans, reliable fibre performance and responsive support. However, complaints centre on price increases after the promotional period, difficulty reaching support, and non-return fees for equipment.

The most common cancellation reason cited in reviews is bill shock-customers sign up for a 12-month promotional rate (e.g., NZ$57/month) and face a jump to NZ$72-80/month when the promotion expires. Stopee recommends treating the renewal conversation as a moment to renegotiate or exit, rather than accepting the default rate.

Contacting orcon for cancellation support

If you encounter issues during cancellation or need to escalate a dispute, Orcon provides multiple contact channels. Here's where to send your cancellation request and supporting documents.

Orcon contact details

General support phone: 03 477 0070 (South Island) or 09 361 0070 (North Island). Open Monday to Friday 8 am-8 pm, Saturday 9 am-5 pm, Sunday closed.

Email support: Use the contact form in your Orcon account portal (orcon.net.nz) or email billing@orcon.net.nz for refunds and billing queries.

Online help centre: help.orcon.net.nz contains detailed guides for cancellation, equipment return, refunds and account management. Search "cancel my account" to find the current process.

Postal address for formal complaints: Orcon Limited, PO Box 1249, Christchurch 8140, New Zealand. Use this address to send a formal written complaint if email or phone support does not resolve your issue. Allow 20 business days for a response.

Courier address (for equipment return): Orcon will provide a prepaid courier label when you cancel-follow the label instructions rather than sending equipment unprompted to avoid complications.

Your path to cancelling orcon with confidence

Cancelling Orcon doesn't need to be stressful. By following the step-by-step process outlined above, understanding your consumer rights under the Consumer Guarantees Act, and documenting every interaction, you can exit your contract cleanly, recover any refunds you're owed, and avoid surprise charges.

The key is to plan ahead: secure your new service before notifying Orcon, confirm all cancellation details in writing, return equipment promptly, and review your final invoice line by line. If Orcon disputes your refund or imposes unfair charges, the Telecommunications Disputes Resolution scheme is there to protect you-free of charge.

Stopee has helped thousands of consumers cancel internet and mobile services without penalty, and we're here to answer your questions. Whether you're unsure about early termination fees, need help drafting a complaint, or want to understand your rights under consumer law, visit Stopee (stopee.com) for free guidance tailored to your situation. Your cancellation is our priority.