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Mobile service restriction, suspension or disconnection

How to avoid and manage mobile service restriction, suspension or disconnection.

Restricted or suspended service

We’ll disable access to outgoing calls/SMS and mobile data for mobile services associated with the overdue account.

If payment remains overdue, we may suspend all access to mobile services associated with the overdue account. This means you will no longer be able to make or receive calls/SMS and no longer have access to mobile data. 

While your services are restricted or suspended, please note that monthly plan fees will continue to be charged and you may incur a late payment fee. Monthly charges will also continue to apply if you are on an eligible Device Payment Plan (DPP).

Disconnected service  

When your mobile service is disconnected:

  • Your service won’t be available, so you won’t be able to make or receive calls, text messages or use data on the mobile network.

  • If you didn't arrange to transfer your number, the mobile number associated with your account will be put into quarantine and you might not be able to get it back even if you clear your balance and reinstate your services.

  • In addition to any overdue amounts and late payment fees on your account, you’ll be liable for any early termination fees in accordance with your contract.

Restore service or avoid disconnection

'To restore your mobile service, pay your bill or set up a payment arrangement.

Please note: Your payment options will depend on your situation and the status of your disconnection.

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