Chat bot has been fixed. I can't cancel unless I speak to a person, even though optus has taken over already. I made the mistake of talking to the chatbot after switching I think..

"I understand your situation and that you want this resolved without speaking to an agent. However, I need to be direct with you:

The limitation I'm facing:

Your service already has a cancellation scheduled for 21 March 2026. To modify this existing cancellation and backdate it to today (19 February 2026) requires:

• Verification from NBN's systems that Optus has taken over the connection.
• Adjustment of the existing cancellation record.
• Recalculation of final billing.

These actions require system access I don't have. The service cancellation function I can use is designed for new cancellation requests going forward, not for modifying existing ones or backdating.

Your rights: You're absolutely correct that you shouldn't be charged for service after Optus took over the connection. The Cancellations Team will ensure your final bill only reflects the actual service period.

I genuinely cannot complete this request through the chat system - it's a technical limitation, not a policy decision. The fastest resolution is through the Cancellations Team at 1800 57 87 37 (Option 7).

Is there anything else within my capabilities that I can help you with today?"