What happens if my service is suspended and disconnection due to non-payment?

Service Suspension & Disconnection: What You Need to Know

We know billing issues can be stressful, so we’ve laid out everything you need to know about service suspension and disconnection, and how to avoid it.

Suspension of Your Service
If your account balance isn’t paid within 14 days after your bill due date, your More service(s) may be suspended any time from Day 14 onward.
To avoid this, make sure your bill is paid on time. You can set up Direct Debit via the Self Care Portal.

Mobile Services
•    A $10 suspension fee per mobile service will apply.
•    This fee will continue each billing cycle until full payment is made, or the service is disconnected.

nbn® Services
•    You’ll continue to be charged your full plan fee each billing cycle until payment is made, or the service is disconnected.
•    Once payment is received in full, it may take up to 6 hours for your service(s) to be restored.

Disconnection of Your Service
•    If your account remains unpaid after one full month from your overdue bill  date, your service(s) may be disconnected at any time after that.

What Happens If You're Disconnected:
•    You’ll lose access to your mobile, nbn®, and voice services, including calls to emergency services.
•    Disconnection is permanent. We won’t reconnect existing services.
•    You’ll still need to pay any charges incurred before disconnection, including suspension fees.

Unpaid debt may be:
•    Passed to a collection agency or debt buyer
•    Subject to legal action

Experiencing Financial Hardship?
At More we are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. If you are experiencing financial hardship, we may be able to offer you a payment assistance arrangement to help you keep your telecommunications services connected and pay off any overdue account balance.

Our Payment Assistance policy and application form can be found on our financial hardship page. We offer help based on your individual circumstances and on a case-by-case basis. There is no charge to apply for or access an arrangement for financial hardship assistance.

You can contact our team who are authorised to assist with financial hardship matters on 1800 317 520 (Monday to Friday 8:30 am-7:00 pm AET excluding public holidays) or via email at financialhardship@moretelecom.info (inbox monitored Monday to Friday 8:30 am-7:00 pm AET excluding public holidays).

How to Pay an Overdue Bill 
You can pay using any of the following methods:

•    Online: A manual payment can be made through our secure payment page on our website. 
•    Phone*: Call 1300 850 463 (24/7)
•    BPAY/EFT*:  Refer to your bill  for details on how to pay via BPay or Electronic Funds transfer.   
•    Australia Post*: Take a copy of your bill into any Australia Post store and scan the barcode 
* A $3.50 fee applies to these payment methods.

Need Help?
If you have questions about suspension, disconnection, or financial hardship, our friendly team is here for you. Call us on 1800 317 520.