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Quick LinksWhat do I do if I can't pay?
We understand the importance of staying connected. Our Financial Hardship policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments.
I’ve been suspended, how do I get back online?
If you make a full payment after your account has been suspended, your Escapenet service will be unrestricted. This normally happens within 2-3 working hours of us receiving your payment, but may take longer if you have an ADSL service and how paid us. To make a payment, Login to MyAccount Online to make a one-off payment.
I am experiencing financial hardship, what can I do?
We understand the importance of keeping our customers connected and that at times some customers may find themselves experiencing genuine financial hardship. Our Financial Hardship Policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments.
If you have insufficient funds to cover your payment due to genuine financial hardship don’t avoid or ignore our reminders. Please contact us as soon as possible after you receive our reminder notification and we’ll do our best to help.
You can discuss your individual situation with a member of our team. Simply pick up the phone and call us on 1300 135 235.
You may also wish to consider obtaining advice from a community financial counsellor by calling 1800 007 007 from anywhere in Australia (minimum opening hours are 09:30 to 16:30 Monday to Friday) or seek other assistance from a community welfare organisation such as the Salvation Army, St Vincent de Paul Society, Anglicare and others.
If you have insufficient funds to cover your payment due to genuine financial hardship don’t avoid or ignore our reminders. Please contact us as soon as possible after you receive our reminder notification and we’ll do our best to help.
You can discuss your individual situation with a member of our team. Simply pick up the phone and call us on 1300 135 235.
You may also wish to consider obtaining advice from a community financial counsellor by calling 1800 007 007 from anywhere in Australia (minimum opening hours are 09:30 to 16:30 Monday to Friday) or seek other assistance from a community welfare organisation such as the Salvation Army, St Vincent de Paul Society, Anglicare and others.
What happens if we don’t hear from you?
If payment is still not received or we haven’t heard from you within 20 days of your payment date, your EscapeNet service(s) will be disconnected.
My service(s) has been disconnected, how do I get back online?
If you want to re-join EscapeNet after your nbn service is disconnected due to non-payment, simply call 1300 135 235 and we’ll get you reconnected. You’ll need to pay a re-connection fee of $25, plus any outstanding overdue amounts and we can normally get you back online within a few hours depending on on the time of day you contact us and our work-load.