When a service is ‘Suspended’ it means it is completely inaccessible to the customer.
When do services get suspended?
Services are usually suspended due to credit management (overdue accounts)
They are also sometimes suspended when a service is stolen e.g a mobile or mobile broadband is lost or stolen and customer calls to advise, we would normally suspend the service especially when organizing a replacement sim
What can I do to suspend or unsuspend a service?
To lift the suspension or add a service, perform the following steps:
1. On the Open Services screen, click on the Service ID:
2. Once in service I.D under the actions tab - Click on Suspend/Unsuspend Service:
3. You will get a wholesale warning pop up - Click OK to continue
How long does it take to unsuspend?
The time it takes to lift a service restriction or suspension depends on the type of service and the wholesaler. Once the un-suspension has been submitted, timeframes for services are as follow;
Telstra Phone: Allow within 24 hours for the service to work properly
Optus Phone: Allow within 24 hours for the service to work properly
Mobile/4G: 15 Minutes (Suggest switching device off then on if still not working)
ADSL: 5 Minutes (Suggest power cycling modem if still receiving slow speeds after 5 minutes)
NBN/VOIP: 5 Minutes (Suggest power cycling modem)
All times are Australian Eastern Daylight Time (AEDT)
Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.