How to Cancel T-Mobile 5G Home Internet: Gateway Return and Final Bill

To cancel T-Mobile 5G Home Internet, call T-Mobile Customer Care at 1-800-937-8997 or visit a corporate retail store; there is no online cancellation option, no annual contract, and no early termination fee.¹² The catch is what happens after the call. You still need to return the gateway inside a set window, turn off AutoPay yourself, and check your final bill. Skip a step and you can be charged up to $370 for the hardware or watch payments keep drafting after the service is gone.

If You Signed Up in the Last 15 Days

T-Mobile runs a 15-day trial on Home Internet. Cancel within that window and the company zeroes out your service charges with a one-time credit; if you already paid, the overpayment comes back as a prepaid Mastercard roughly 30 days later.³

The clock starts the day service activates, not the day the gateway shows up. And the trial does not exempt you from the equipment return rules: you still have to send the device back within 45 days or face a non-return fee of up to $370.³

What to Have Ready Before You Call

Pull these together first so the call doesn’t stall on verification:

Your T-Mobile account number and billing ZIP code (both appear on your monthly statement).
Your account PIN or passcode, which was set up during activation and can run 6 to 15 digits. Reset it in the T-Mobile app or on the website if you’ve forgotten it.⁴
The IMEI number printed on the sticker on the bottom or back of the gateway.

Only the primary account holder or someone they’ve authorized can request cancellation.

How to Actually Cancel

You have two paths.¹

By phone. Call 1-800-937-8997, daily from 4 a.m. to 9 p.m. Pacific. Say “cancel service” at the prompt to route to the right team.⁵

In person. Bring photo ID to a T-Mobile corporate store. Check the store locator first, because not every authorized retailer can process a cancellation.

Expect a retention pitch: discounts, plan changes, other offers. Decline firmly if you’re set on leaving. Cancellations are future-dated to the end of your current billing cycle, not effective the day you call.¹ Before hanging up, ask for a cancellation confirmation number and write it down. That’s your proof if a billing dispute comes up later.

Turn Off AutoPay Yourself

This is the step most people miss. AutoPay does not stop when you cancel service. It keeps charging on schedule until you manually turn it off through t-mobile.com, the T-Life app, or by calling 1-877-633-0696.⁶ One more AutoPay charge for the final cycle is expected, since your cancellation isn’t effective until then. Leave AutoPay on past that and you’re chasing a refund for a draft that never should have happened.

Returning the Gateway

After cancellation is processed, T-Mobile emails a prepaid UPS return label, usually within 24 hours. You have 30 days from the start of the return process to get the device back, or a non-return fee of up to $370 hits your account.⁷

Pack the gateway, power adapter, and any other accessories from the original box. T-Mobile inspects returns on arrival, and damaged or inoperable units trigger a repair fee of up to $370 as well.⁷ Wrap the device in padding, attach the UPS label, drop it at any UPS location, and keep the receipt with the tracking number until your final bill shows a zero balance. That receipt is your only defense if T-Mobile says the hardware never arrived. Taking photos of the gateway from several angles before you seal the box gives you a record if a damage charge later appears.

You can also return the device at a T-Mobile corporate store, even after a mail-in return has been started. Bring everything, get a printed receipt, and you’ve eliminated the risk of a lost package.⁷

Your Final Bill

T-Mobile does not prorate the last month. You pay for the full final billing period regardless of what day you called to cancel.¹ The last statement shows any remaining service charges plus any equipment-related fees.

If the account ends up with a credit balance, T-Mobile won’t refund it right away. The company waits at least 30 days with no payment or charge activity before processing a credit balance refund, to let all final charges settle. After that, call customer service to request it. Refunds go back to the original payment method: about three business days for bank accounts and credit cards, up to ten business days for a prepaid card or paper check.⁸

Check for Bundle and Equipment Plan Fallout

If your home internet was bundled with a wireless plan for a discount, canceling the internet line can change the pricing on your remaining services. Any recurring device credits tied to the canceled line stop right away, and the full remaining balance on an Equipment Installment Plan becomes due at once.⁹ This surprises people whose gateway was offered at a promotional price spread across monthly payments. Log in and review any active promotions attached to your home internet line before you cancel. Losing two years of remaining bill credits can cost more than a few extra months of service you weren’t happy with.

Canceling for a Deceased Account Holder

Closing an account after a family member’s death runs through a different line. Call 1-877-746-0909, or 611 from a T-Mobile phone, instead of standard customer service. Have the person’s name, phone number, date of birth, and the last four digits of their Social Security number ready. A death certificate is not required to start.¹⁰

Save anything you need from the account first. Voicemails and voicemail greetings are permanently deleted when the account closes, and there’s no way to recover them afterward.¹⁰

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T-Mobile. Cancel Service
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T-Mobile. T-Mobile Home Internet
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T-Mobile. Try Our 15-Day Home Internet Trial
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T-Mobile Support. Set Up and Manage Your T-Mobile ID
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T-Mobile. Contact Us
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T-Mobile. AutoPay Terms and Conditions
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T-Mobile Support. Return a T-Mobile Coverage Device or Internet Gateway
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T-Mobile Support. Adjustments and Refunds
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T-Mobile Support. Equipment Installment Plan
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T-Mobile Support. Cancel an Account of a Deceased Family Member