Leaving T-Mobile is straightforward, but the steps differ for Home Internet and phone service, and a few details can save you money. Here is exactly how to cancel each one, keep your phone number, and avoid surprise fees.
Key Takeaways
- You must call T-Mobile to cancel Home Internet or wireless service. Full cancellation is not available online, but you can start a chat or schedule a callback at t-mobile.com.
- To keep your phone number, transfer (port) it to your new carrier first. Do not cancel the line yourself, because a completed transfer closes it automatically.
- Return your Home Internet gateway and any extender within 14 days to avoid a non-return fee of up to $370 plus tax. Service runs through the end of your billing cycle.
Before You Cancel: Have These Ready
Gathering a few things first makes the call quick and prevents losing your number or data.
- Your T-Mobile account number (printed near the top of your bill).
- Your account PIN or passcode.
- The phone numbers you want to keep, if any.
- Your new provider chosen and ready. Do not cancel until your new service is working.
- A backup of your contacts, text messages, and voicemails, since these can be erased.
How to Cancel T-Mobile Home Internet
Home Internet is month-to-month, so you can cancel anytime. Follow these steps.
- Set up your new internet first so you are not left offline.
- Call T-Mobile Customer Care at 1-800-T-Mobile (1-800-866-2453), or dial 611 from a T-Mobile phone. You can also start a chat or schedule a callback at t-mobile.com. Say clearly that you want to cancel Home Internet.
- Turn off AutoPay so your final bill is not charged automatically.
- Ask for a confirmation email and your final bill amount.
- Return your equipment within 14 days using the prepaid label T-Mobile emails you (see below).
How to Cancel T-Mobile Phone Service
There are two paths, depending on whether you want to keep your phone number.
Option 1: Keep Your Number (Transfer to a New Carrier)
Transferring, also called "porting," moves your existing number to your new provider. Choose this if you want to keep your number.
- Make sure your phone is unlocked and your account is active. Phones bought from T-Mobile usually must be paid off before they unlock.
- Turn off Port Out Protection, a free security setting, in the T-Life app or at t-mobile.com.
- Generate a Temporary Port Out PIN (a six-digit security code) in the T-Life app or at t-mobile.com under Profile, then Line Settings. Only the primary account holder can do this, and the PIN is valid for about seven days.
- Give your new carrier your T-Mobile account number, the Port Out PIN, your account PIN, and your billing ZIP code.
- Wait for the transfer to finish, usually a few minutes to a few hours for cell numbers. Do not cancel the line yourself, because finishing the transfer cancels it for you.
Option 2: Cancel Without Keeping Your Number
- Call T-Mobile Customer Care at 1-800-T-Mobile or dial 611, and ask to cancel your line or lines.
- Pay off any remaining balance on a financed phone.
- Turn off AutoPay and request a confirmation email.
For prepaid or Metro by T-Mobile lines, you do not need to call. Just remove AutoPay and let your balance expire.
Home Internet vs. Phone: Cancellation at a Glance
| Topic | Home Internet | Phone Service |
|---|---|---|
| How to cancel | Call to cancel. No full online cancellation. | Transfer your number to auto-close the line, or call to cancel. |
| Contract or fee | Month-to-month, no early termination fee. Check any promo terms. | No annual contract. Pay off any financed device. |
| Equipment to return | Gateway and extender within 14 days. | Nothing, if your phone is paid off. |
| When it ends | End of current billing cycle. | End of current billing cycle. |
| Keep your number | Not applicable. | Yes. Transfer it before canceling. |
Returning Your T-Mobile Equipment
After you cancel Home Internet, T-Mobile emails a prepaid return shipping label. Send back the gateway and any mesh Wi-Fi extender within 14 days, and include the power adapter if you have it. Keep your tracking number until the credit appears on your bill. Late or missing returns can cost up to $370 plus tax, and damaged equipment may add charges.
Contracts, Device Payments, and Fees
T-Mobile postpaid plans have no annual contract, so there is usually no early termination fee. The main costs to watch for are:
- Financed devices: any remaining balance on a phone or gateway becomes due.
- Promotional credits: monthly bill credits tied to a line or device stop when you cancel.
- Final billing: you pay for service through the end of your current billing cycle.
Some Home Internet promotions ask for a commitment in exchange for a discount, so confirm your terms before canceling.
After You Cancel
- Watch for your final bill, sent through your normal billing method.
- Double-check that AutoPay is off so nothing is charged after you leave.
- You can usually reactivate within 90 days without a new credit check, but your old number may no longer be available. After 60 days of inactivity, you will need a new SIM card.
Frequently Asked Questions
Does T-Mobile charge an early termination fee?
No. T-Mobile postpaid plans have no annual contract, so there is no traditional early termination fee. You only pay for service through the end of your billing cycle, plus any remaining balance on a financed device.
Can I cancel T-Mobile service online or in a store?
You cannot fully cancel online, and most stores cannot process cancellations. You need to call T-Mobile Customer Care, though you can start a chat or schedule a callback at t-mobile.com.
How long do I have to return my T-Mobile Home Internet gateway?
Return the gateway and any Wi-Fi extender within 14 days of canceling, using the prepaid label T-Mobile emails you. Missing the window can cost up to $370 plus tax.
Will I lose my phone number if I cancel T-Mobile?
Only if you cancel before transferring it. To keep your number, transfer it to your new carrier first. Finishing the transfer automatically closes your T-Mobile line.
How long does it take to transfer my number out of T-Mobile?
Most cell number transfers finish within a few minutes to a few hours. Landline numbers can take 3 to 10 business days. Keep your account active until it completes.
Do I have to pay off my phone before leaving T-Mobile?
Yes, if you financed it through T-Mobile. You will need to pay the remaining balance, and the phone usually must be paid off and unlocked before you can transfer your number.
How do I stop T-Mobile AutoPay after canceling?
Turn off AutoPay in the T-Life app or at t-mobile.com before your final payment processes. Otherwise your saved card may still be charged for the last bill.
