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Internet service restriction, suspension or disconnection

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

Restricted or suspended service

If your internet service is overdue and includes a VoIP Home Phone service on the account, we'll suspend access to both services.

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’re on an eligible Device Payment Plan (DPP).

Disconnected internet and home phone  

When your internet service is disconnected, you will be liable for any early termination fees in accordance with your contract, in addition to any overdue amounts and late payment fees on your account. For example, if you have purchased a modem under a Device Payment Plan, you’ll need to pay out the remaining cost of the modem.

If you have a home phone included in your internet plan, it will also be disconnected, which means you won't be able to make emergency calls. If you didn't arrange for your home phone number to be transferred, the number 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.

Restore service or avoid disconnection

To avoid disconnection or restore your service:

If you’re experiencing financial hardship and need help paying your bill, view our Financial Hardship Policy.

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


If your account remains overdue, we may:

  • Send your account to a collection's agency or debt buyer

  • Record a default against your credit reference record, which might prevent you from borrowing money from a lender until your account is settled 

  • Take legal action to recover the amount outstanding .

Restore service or avoid disconnection

To avoid disconnection or restore your service, pay your bill or call us to set up a payment arrangement:

If you’re experiencing financial hardship and need help paying your bill, view our Financial Hardship Policy.

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

If your account remains overdue, we may:

  • Send your account to a collection's agency or debt buyer

  • Record a default against your credit reference record, which might prevent you from borrowing money from a lender until your account is settled 

  • Take legal action to recover the amount outstanding .

More ways we can help