Restricted, suspended or disconnected service

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

Restricted or suspended service

What happens when my service is restricted or suspended?

For internet services which include VoIP Home Phone services associated with the overdue account, we will suspend all access.

For mobile services associated with the overdue account, we will impose the following service restrictions:

  • Disable access to outgoing calls/SMS and mobile data.

If payment remains overdue following service restrictions, 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).


How to restore your service or avoid service restrictions and suspension

Disconnected service  

What happens when your service is disconnected?

Mobile 

  • 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.  

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

Internet

  • You will be disconnected from your internet service and from your home phone, if it’s included with your internet plan, which means you won’t be able to make emergency calls.  

  • If you have a home phone number included in your internet plan, and you did not arrange to have it transferred, the number will be put into quarantine and you might not be able to get it back.  

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


How to restore your service or avoid disconnection

Your payment option depending on the status of your disconnection 

For mobile or home phone numbers, you may not be able to get your number back even if you clear your balance and reinstate your services.


What happens if your account remains overdue?

  • We may send your account to a collections agency or debt buyer

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

  • We may take legal action to recover the amount outstanding 


Need support?

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Opening hours may differ on public holidays.

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More ways to get support

For interpreter services and services for hearing and impaired and overseas customers, visit Contact Us. Please note overseas customers are only able to message us or use chat for assistance.