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Suspended And Unsuspended Services

Suspended and Unsuspended Services


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)

  • Services suspended by credit management should only have suspension lifted after a cleared payment of the full outstanding amount is received by SpinTel. Sending in copies of payment receipts for BPAY or direct deposit is not sufficient. Confirmation of a cleared payment is required before lifting restriction or suspension.
  • This is a live system, so if customer pays by a credit card we can lift suspension from their services immediately.
  • If a customer is either too far behind in their payments or has defaulted on a payment extension after being given more than ample time and opportunity to make a payment, the credit management process is initiated.
  • If a customer’s payment is dishonoured on the due date (14th or 28th of each month) we will notify the customer and re-attempt the payment after 3 business days from the due date, if this payment is rejected credit management processes are put in place and their services are suspended until payment is received.
  • Customers with an outstanding balance lower than $15 will not be suspended.

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)

 

GUIDES

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