Layla UsmanHow to exit a Nexgen contract — practical steps for Australian businesses
Ending a telecom agreement can look different depending on what you need. You might want to cancel future billing and close the account, transfer (port) your existing numbers to another provider, or move services to a month-to-month setup that gives you flexibility. Each option uses different levers, negotiated settlements, scheduled porting processes, or phased migrations, and will have distinct costs and timing implications.
Quick summary: if you want to exit a Nexgen contract, start by reviewing your contract and invoicing, request a formal exit quote, escalate using the supplier’s complaints process, and then explore alternatives: negotiated buyout, early-termination payment, number porting with notice, or managing a phased migration. BroadConnect can assess your position, model cost outcomes, and propose flexible replacement plans (month-to-month, no lock-in) with minimal disruption. See our contact page to start.
First things first: what “get out of” really means
“Getting out” of a telecom contract can mean different things depending on your goal. You may want to stop paying future monthly fees, port your numbers to a new provider, or simply switch to a more flexible plan without a lengthy exit process. Each objective has different levers and costs.
If your priority is lower cost and flexibility, BroadConnect’s team can model a move to a month-to-month NBN or SIP-based solution while showing your expected savings. Learn about our Business NBN, Cloud PBX and Business mobile plans to see the kinds of options available.
Step 1 — calmly gather the facts
Before you call anyone, find these documents: the signed service agreement, the most recent invoices, and any emails that mention promotions, special-term credits or contract variations. Note the contract start date, committed term, renewal clauses, and any special early termination formula. If you have ported numbers or used equipment paid via the provider, confirm whether those items are tied to the contract.
If you need help locating or interpreting clauses, BroadConnect can perform a free contract review and explain the flags that matter — from minimum term dates to hardware ownership. See our our services for assistance.
Step 2 — ask for an itemised exit quote
Request a written exit quote from Nexgen (or the reseller you contracted with). Ask the supplier to break down the total: outstanding monthly fees, early termination charges, equipment repayments, and any administrative costs. Insist on a dated, signed quote so you can compare options.
If their quote looks unexpectedly high, pause. Sometimes exit fees include amounts that are negotiable (for example, discounts applied only during the contract period) or errors in billing. A clear, itemised figure is the only reliable starting point to negotiate.
Step 3 — escalate if necessary (formal complaints and dispute channels)
If the supplier’s exit quote is opaque or inconsistent with your understanding of the agreement, escalate via their formal complaints process. Australian telcos must provide a complaints procedure; ask for the reference number and timeframe for resolution.
If that fails, you can seek help from the Telecommunications Industry Ombudsman (TIO) for dispute resolution — particularly where billing disputes or contract misrepresentation are involved. BroadConnect’s experts can advise when a complaint to the TIO is appropriate and help gather the documentation needed.
Practical exit routes — table of common options
| Route | How it works | Typical pros | Typical cons |
| Pay early-termination fee (ETP) | Accept supplier quote and pay residual/ETP to end contract immediately | Fastest way to stop ongoing charges | Can be expensive up-front |
| Negotiate a buyout or settlement | Propose a lower lump-sum settlement; supplier may accept to avoid collection risk | Often saves you money vs full ETP | Requires negotiation leverage and time |
| Wait for contract term to finish | Use notice period; plan migration to start after expiry | No ETP; smooth transition | May be months — ongoing charges continue |
| Port numbers and migrate services | Port numbers away before termination where allowed; run parallel services for a window | Keeps numbers, allows cutover control | Porting rules and timing vary; may need short overlap |
| Transfer contract to new location/owner | Assign contract if permitted in terms | Offloads liability quickly (if accepted) | Provider approval required; rare in practice |
If you want an immediate, tailored cost comparison between paying an ETP and a negotiated exit vs waiting to migrate, BroadConnect can model outcomes against your current invoices and expected new-provider savings. See our contact centre solutions and business phone systems pages for migration examples.
Negotiation tips that actually work
Don’t start by demanding “free exit.” Instead, request the supplier’s reasoning for each charge. Common negotiation wins include reclaiming incorrectly applied promotional credits, shortening the notice window in exchange for a negotiated sum, or arranging staged repayments for equipment. If you’re moving services to a new provider, offer the supplier a courtesy 7–14 day porting window — many providers prefer some overlap.
If the commercial tone fails, ask whether the supplier has a “retention” team — these teams often have discretionary authority to reduce exit sums in order to preserve customer relationships. BroadConnect can negotiate on your behalf or provide a template dispute letter to the supplier.
Migration: practical considerations to avoid downtime
When you move, ensure calls and critical services keep running. For business voice, plan number porting carefully and test routes. Where SIP trunks, Cloud PBX or Teams calling are involved, a staged approach with parallel running and failover minimises risk. BroadConnect delivers migration services including SIP trunking, Cloud PBX setup, and managed network provisioning so your team doesn’t lose calls during the cutover.
If you need guaranteed uptime during migration, consider temporary 4G failover on selected numbers — we offer business mobile plans and managed NBN/fibre solutions to keep you online.
What about equipment and number porting?
Check whether your current provider claims ownership of handsets, routers or leased PBX hardware. If you own the hardware, you can move it (subject to configuration). If it’s leased, negotiate a buyout or return process. For phone numbers, porting rules in Australia typically let you move DIDs between providers, but timing and paperwork matter. BroadConnect handles porting as part of our migration service and can advise on the required authorisations to keep your numbers intact. See our hardware & provisioning page for device support.
Case study snapshot (how BroadConnect helped a client leave a fixed-term deal)
A medium-sized retail group faced a six-month renewal and a quoted ETP of several thousand dollars. BroadConnect audited their invoices, found misapplied term discounts, negotiated a rebate with the supplier, and modelled a replacement solution on a month-to-month Cloud PBX and NBN package that recovered payback within four months. The client kept their numbers, reduced monthly cost, and gained flexible terms. If you’d like a similar review, request our contract audit through our services.
Our business has been using Broadconnect Telecom services for over 5 years. We have more than 600 devices across 14 large scale healthcare centres. Their VoIP solution is best in its class. The team at Broadconnect are a pleasure to work with – highly competent, very efficient & always responsive.
Pricing reality: what to expect
True costs vary widely. Some contracts have an easy pro-rata early termination formula; others front-load discounts and make termination costly. Typical outcomes we see: a negotiated settlement between 20–80% of the quoted ETP, or a decision to wait out the remaining term when migration disruption or cost doesn’t justify exit. BroadConnect provides a clear cost/benefit model so you can make the right choice for cash flow and operations. For pricing on replacement plans, see our business phone systems, Cloud PBX and business NBN pages.
Compliance, consumer protections and where to get help
If you suspect misleading conduct or unfair contract terms, you can escalate to the Telecommunications Industry Ombudsman (TIO) or seek legal advice. BroadConnect is not a law firm; we provide technical and commercial remediation and can refer you to trusted legal advisors where appropriate. If you need help with disputed bills or portability, we can help gather audit evidence for a TIO complaint.
Next steps — how BroadConnect can help you exit Nexgen and improve your setup
If you want a practical, low-risk path out of a Nexgen contract, BroadConnect will:
- review your contract and invoices to identify negotiation levers;
- request and analyse the supplier’s exit quote;
- model the economics of pay-out vs wait-and-migrate; and
- design a replacement plan (month-to-month options, Cloud PBX, SIP trunking, NBN/failover) and manage the migration.
Start by booking a free contract audit or migration assessment via our contact page or call our team on 1300 880 330. We can show you flexible, no-lock-in alternatives and estimate the real cost and timeline for moving to a BroadConnect solution.
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