Internet service restriction, suspension or disconnection

Restricted or suspended service

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

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

The following service restrictions will be in place until payment is made:  

• nbn/Opticomm: Your broadband service will be slowed to 1Mbps/1Mbps.  
• Home Phone (VoIP): All Home Phone plans, including our $0 plan, will be limited to calling emergency services and customer service only.  

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.  
• Termination can cause the loss of a specific Home Phone or mobile phone number.  
• At any time you can apply for financial hardship assistance by calling us on 13 12 45.

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

If your internet service is overdue and includes a 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.

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 amount owing 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 you can Pay your bill

Or, you can explore our other support options.

If you signed up after 1 July 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).

If your account remains overdue, we may:

• Send your account to a collection's agency or debt buyer
• Take legal action to recover the amount outstanding .