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How do I get a service restriction removed?

Community Manager Community Manager
Community Manager

If your bill is overdue and the outstanding amount is more than $70, you may incur a $15 late payment fee and your services may be restricted.

To get a service restriction removed:

  1. Pay any overdue amount
    You need to pay the overdue amount in full, including any late payment fee, and;
  2. Tell us when you’ve paid it
    Let us know as soon as you’ve made your payment, and tell us the phone number of the restricted service. If you have multiple services restricted, please just supply your account number.

If your service has been restricted due to non-payment, you can use this form to tell us when you have paid your bill. It only takes about 60 seconds to complete, and your services should be resumed in less than 2 hours.

If you made your payment via the My Telstra App or My Account, you don't need to tell us - your service restriction will be automatically lifted within 2 hours of payment.

Good to know: If you have a Foxtel from Telstra service, it may take longer to process your payment and for your service to be resumed.

 

How long before my service is re-connected?
Restrictions should be lifted within 2 hours of you telling us about the payment - as long as you tell us between 9am-5pm on weekdays or 10am - 5pm on weekends. There is no need to call us.

Pay via the My Telstra App or My Account - and you won’t need to tell us!
If you make your payment via the My Telstra App or My Account, you won’t even need to tell us –your service restriction should be automatically lifted within 2 hours of payment.

Problem with your late payment?
If you want to discuss a problem with a payment you’ve made, call us on 13 22 00 between 8am-9pm AEDT.

Need to request an extension?
If you are financially unable to pay your bill by the due date, you can request a payment extension.

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1 Comment
Just Registered

Very bad service, was told my service will resume in 2 hours and now it's been 12 hours and I am still waiting. In the first call I was informed service will resume in 2 hours and it's clearly written on Telstra website that once you report your payment your services will be back in 2 hours. But when it did not resume, I called again the agent said it will take 24 to 48 hours. No professional service.