Requesting a Temporary Suspension or Restriction of Your Service

There may be times when you don’t need to use your service, like when you’re going on vacation or if you’ve lost your mobile phone. In these cases, you can request a temporary suspension or restriction to prevent unwanted usage.

 

Can I suspend my service?

Yes. You can request a temporary suspension of your service if you don’t need it for a period of time.

 

What happens to my bill if I suspend my service?

Your billing will continue as normal. A temporary suspension only stops service usage (such as calls, texts, or data), but it does not pause your monthly plan charges. You will still be billed your regular monthly fees during the suspension period.

 

Can I cancel instead of suspending?

Yes. If you do not plan to use the service for a long period of time, cancellation may be a better option than suspension, especially to avoid ongoing monthly charges. If you cancel your service, billing will stop once the cancellation is completed. However, any excess usage not included in your plan, outstanding balances, or final charges may still be billed.

 

Can I pause my billing or direct debit?

No. Billing and direct debit payments cannot be paused. Even if your service is suspended, your monthly charges will still be billed and processed as usual through your nominated payment method.

If you need to change how you pay, you can update your payment details or contact us for assistance.

 

When should I request a suspension or restriction?

You may consider this option if:

• You are going on holiday and will not be using your home phone, mobile, or internet service
• Your mobile phone is lost or stolen, and you want to prevent unauthorised usage
• You want to temporarily stop service usage without cancelling your plan

 

Can I Restrict Usage Myself?

 

Yes. You can disable calling features through your MyAccount. This can help limit usage quickly.

However, please note:

• This does not fully stop mobile data usage
• Charges may still apply if the service remains active

 

 

For complete restriction of your service (including prevention of all usage types), it is best to contact us so we can apply a full suspension on your account.

 

Need Help?

If you’d like to suspend or restrict your service temporarily, just contact our customer support team via phone or live chat—we’ll take care of it for you.