Mobile service restriction, suspension or disconnection

Restricted or suspended service

If you signed up after July 1 or you’ve been transferred to the new telco experience¹

You will need to contact us to arrange payment during service restriction. If you’re experiencing financial hardship, then you may qualify for additional support. For more information, please read our Payment Assistance Policy - new telco experience (PDF).

Mobile phones services will be restricted to emergency calls to 000 only until payment is made.

Important:  

• Billing will continue at your normal plan price even if the service is restricted.  
• Continued non-payment after restriction may result termination of services and possible debt collection. 

If you signed up before 1 July and have not been transferred to the new telco experience¹

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 amount owing on your account, you’ll be liable for any early termination fees in accordance with your contract. 

Restore service or avoid disconnection

To avoid disconnection or restore your service, you can Pay your bill.

Or, you can explore our other support options.

If you signed up after July 1 or you’ve been transferred to the new telco experience¹

Set up a payment arrangement by calling us on 131 245.

If you’re experiencing financial hardship and need help paying your bill, view our Payment Assistance Policy - new telco experience (PDF).

If you signed up before 1 July and have not been transferred to the new telco experience¹

Set up a payment arrangement by calling 1800 954 247

If you’re experiencing financial hardship and need help paying your bill, view our Payment Assistance Policy (PDF).

¹You will have received communications if you've been transferred to the new telco experience (provided by Aussie Broadband Telco Services).