To cancel T-Mobile Home Internet, the primary account holder needs to call T-Mobile directly at 611 from a T-Mobile phone or 1-800-937-8997 from any other line.1T-Mobile. Contact Us There’s no annual contract and no early termination fee, so you can end service at any time. What you may still owe: the full final month of service, any remaining balance on the gateway if you financed it, and a non-return fee of up to $370 if the device doesn’t get back to T-Mobile within 30 days.
What to Have Ready Before You Call
A few details up front will keep the call short. You’ll need your T-Mobile account number, which appears in the T-Life app under your profile or on a paper bill, and the account PIN you set when you opened service. Keep the gateway nearby too. The representative may ask for the IMEI number printed on a sticker on the bottom or back of the unit.
Only the Billing Responsible Party can cancel lines. Authorized users cannot do it, even if they routinely handle other changes on the account. If you’re an authorized user, the account holder has to make the call.2T-Mobile Support. Billing Responsible Party and Authorized Users – Consumer
Making the Cancellation Call
When the automated system asks why you’re calling, say “cancel service” or “disconnect.” You’ll usually be routed to a retention team trained to offer discounts, promotional credits, or a price-lock to keep you. You can decline and move forward.
After you confirm your identity, the representative processes the cancellation. Every cancellation is future-dated to the end of your current billing cycle, so service stays active until that cycle closes and you’re charged for the full final month. Ask for a cancellation confirmation number or reference ID before hanging up. That number is your proof if a billing dispute comes up later. T-Mobile does not offer online cancellation. You can visit a retail store, but staff there may still direct you to the support line to finalize the closure.3T-Mobile Support. Cancel Service
If You Financed the Gateway
If you’ve been paying for your gateway on an Equipment Installment Plan and you close the entire account, the full remaining balance becomes due on your final bill. Early in the plan, that can be a significant amount. If you’re canceling one line but keeping the account open for other services, installment payments continue on their normal monthly schedule.3T-Mobile Support. Cancel Service
Home Internet itself has no early termination fee, but the remaining device balance functions almost like one if you leave early in the payment schedule. Check your remaining balance in the T-Life app before you call so the final bill doesn’t catch you off guard.4T-Mobile. Frequently Asked Questions – T-Mobile 5G Home Internet
Returning the Gateway
You have to return the gateway after canceling. If T-Mobile doesn’t receive it within 30 days, you’ll be charged a replacement cost of up to $370, and that fee isn’t eligible for any adjustment.5T-Mobile Support. Return a T-Mobile Coverage Device or Internet Gateway4T-Mobile. Frequently Asked Questions – T-Mobile 5G Home Internet
T-Mobile prefers mail-in returns. After you cancel, the company emails a prepaid return shipping label, usually within 24 hours. Check your spam folder if you don’t see it. Pack the gateway and its power cord in a box with enough padding to prevent damage, attach the label, and drop it off at a UPS location. You can also return the device at a T-Mobile retail store, even if a mail-in return has already been started.5T-Mobile Support. Return a T-Mobile Coverage Device or Internet Gateway
Get a tracking receipt either way. That receipt is your proof the device was surrendered and it protects you if the package goes missing. Returning the equipment damaged can trigger repair charges, and if it’s destroyed you can be billed the full retail price.6T-Mobile. Return Policy
Your Final Bill
Because cancellations take effect at the end of the billing cycle, T-Mobile does not prorate your last month. You pay for the full final cycle regardless of when in the month you called. The final statement will also include any remaining equipment installment balance if you closed the account, plus any unpaid charges from prior cycles.
Read that final bill closely. Look for non-return fees, unexpected add-on charges, or installment balances that don’t match what you expected. If something’s off, call T-Mobile customer service to dispute it before it goes to collections. A clean zero balance closes out the account and prevents any negative marks on your credit report.
Refund for Overpayment
If your account has a credit balance after the final bill posts, you can request a refund, but you have to wait. T-Mobile requires at least 30 days with no payment or charge activity on a canceled account before a credit balance becomes eligible for a refund. After that window, contact customer service. Refunds go back to your original payment method in about three business days for a bank account or card, or about ten business days for a prepaid card or paper check by mail.7T-Mobile Support. Adjustments and Refunds
Alternatives if You’re Moving or Pausing
If the reason you want to cancel is a move or a temporary gap in need, full cancellation may not be your best option.
Transferring Service to a New Address
Existing Home Internet customers can transfer service to a new address rather than closing and starting over. Verify that 5G Home Internet is available at the new location using T-Mobile’s address checker before starting the transfer.8T-Mobile. Transfer Internet Service When Moving Transferring keeps your account intact, avoids returning and re-receiving equipment, and preserves any promotional pricing you’re locked into.
Seasonal Suspension
If you only need to pause service, T-Mobile allows suspensions up to twice per year, each lasting a maximum of 90 consecutive days. You’re still responsible for the monthly bill during the suspension, including device payments and protection charges. Customers on the HSI AWAY plan and business plans get a reduced $10 monthly charge while suspended; standard plans continue billing at the regular rate.9T-Mobile Support. Account Suspensions After using a seasonal suspension, the option isn’t available again until the 12-month period from your last suspension ends.
Cancellation Rights for Military Service Members
Active-duty service members who receive orders to relocate for 90 days or more to a location that doesn’t support the contract can cancel internet access service with no early termination charge under the Servicemembers Civil Relief Act.10Office of the Law Revision Counsel. 50 USC 3956 – Termination of Certain Consumer Contracts Provide T-Mobile with written or electronic notice, a copy of your orders, and the date you want service terminated.
T-Mobile cannot charge a termination fee for SCRA-covered cancellations, though any taxes or charges already owed at termination still need to be paid. Anything paid in advance must be refunded within 60 days.11Federal Communications Commission. Military Service Members and Wireless Phone Service Family members accompanying the service member to the new location can have their lines terminated under the same protection. If the relocation lasts three years or less and you re-subscribe within 90 days of returning, you’re entitled to keep your original phone number.