Restricted or suspended service

While your services are restricted or suspended:

  • Access to the normal functionality of your service will be reduced. For a voice service such as mobile or VOIP, this could mean you may not be able to make outgoing calls, send text messages or access data on the mobile network. For an internet service, access to the internet may be removed.

  • Monthly plan fees will continue to be charged and you may incur a late payment fee.

  • If you are on an eligible Device Payment Plan (DPP), monthly charges will continue to apply.

To remove the restriction or suspension to your services, full payment of the overdue amount is required.

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

Need support?


Prefer to talk? We're here Monday – Sunday, 8am – 8pm AEST/AEDT.

Opening hours may differ on public holidays.

Call 1300 361 676
More ways to get support

For interpreter services, services for hearing and impaired customers or the number to call if you’re overseas, visit Contact us.