Help with phone or internet disconnection

When your phone or internet service might be cut off

Your telco might suspend, restrict or disconnect your phone or internet service for several reasons. These can include if:

• you have not been paying your phone or internet bills
• you have gone past the ‘fair use’ limit in your plan
• they think your account has been used illegally
• you haven’t followed an agreed financial hardship arrangement.

Find out more about financial hardship and what you can do.

Your telco will give you notice

Telcos must tell you at least 5 working days before they restrict, suspend or disconnect your service.

They don’t have to tell you if either:

• you have been disconnected because you have gone past any ‘fair use’ limit in your plan
• they think your account has been used illegally.

If you receive a disconnection notice it will explain:

• how much you need to pay
• how you can pay
• any other ongoing or extra charges
• their financial hardship policy
• the impact on any other services you have with them
• when they plan to disconnect your service.

If you are going to be cut off

If you are going to be disconnected, your telco must also tell you that:

• your internet service plan, product and/or phone number will no longer be available
• they may pass your unpaid debt to a debt collection agency or sell it to a third party
• a credit reporting agency may list the debt on your file as a ‘non-payment default’
• they may take legal action to get the money you owe.

What you can do