We may be forced to suspend your broadband or phone service if your bill payments are overdue. If this happens, you’ll still be able to call emergency services and receive inbound calls on your landline telephone. If you use Careline, this function won’t be affected.

For the suspension to be lifted, you must either pay off the outstanding balance in full (within 25 days of the suspension being placed), or contact us to discuss repayment options.

If you’re struggling to pay all or part of your bill, please get in touch with a friendly member of our team who can find out more about your circumstances and discuss the options available to you.

If you don’t make any payment towards the overdue balance after your service is suspended or contact us to discuss the balance, we’ll write to you again with a ‘cease communication’. We may have to terminate your phone and broadband service. But if this happens, we’ll give you advance notice. 

Additional charges may apply if your service needs to be terminated. You can find details of any potential early termination and cease charges in our price list.

Your account may then be passed over to a debt collection agency.