FREQUENTLY ASKED QUESTIONS
Suspensions, Collections & Reconnections
Will my services be restored once I make a payment arrangement?
What happens if I miss my Promise to Pay date?
What does my account status mean?
Does updating my account status restore services?
What happens if my account is in arrears?
Why has my account been handed over to a Debt Collection Agency?
Can Subscriber Collections remove my account from a Debt Collection Agency?
I would like to blacklist or remove a blacklist from my device
Will my services be restored once I make a payment arrangement?
A payment arrangement on its own does not guarantee service restoration. Services will only be restored once the agreed-upon payment has been received and correctly allocated.
What happens if I miss my Promise to Pay date?
If the agreed date is missed, service restrictions may be applied or remain active until payment has been made.
What does my account status mean?
Your account status indicates whether your profile is in collections, fully paid, under review, or requires further action.
Does updating my account status restore services?
No. Account status updates are administrative and do not automatically trigger service restoration.
What happens if my account is in arrears?
Immediate payment is required to avoid suspension. Services will resume once the payment has reflected on the account.
Why has my account been handed over to a Debt Collection Agency?
Accounts that remain unpaid for an extended period may be handed over to an approved Debt Collection Agency for recovery.
Can Subscriber Collections remove my account from a Debt Collection Agency?
Once an account has been handed over, all payments and arrangements must be completed directly through the assigned Debt Collection Agency.
I would like to blacklist or remove a blacklist from my device
Devices may be blacklisted if the account is in arrears, under legal review, or reported as stolen. An unblacklisting request has been submitted with the completed form to the Blacklisting Team.
Can you manually unlock my line?
Manual unlocking isn’t permitted. The line reconnects automatically once payment is allocated and requirements are met.
Who do I contact in collections to fast-track?
Use the collections number provided on the suspension SMS or contact Customer Care to escalate to Collections.
Why were multiple numbers suspended?
Linked numbers on the same account may be suspended together when the account is overdue.
Can I set a promise-to-pay and stay connected?
In some cases a Promise-to-Pay may delay suspension, depending on account status and eligibility.
Will a restart or SIM reseat help now?
Restarting or reseting the SIM can help after reconnection is processed, but won’t bypass a suspension due to non-payment.
Can the agent see my payment on your system?
Agents can view your payment once it clears with the bank and is allocated on our system.
Why is my line still blocked after I have made payment?
Payments may take time to reflect on the account. Services can only be unlocked once payment has fully cleared and been allocated correctly.
How long does it take to unlock a line after payment?
The unlocking process commences once the payment is visible on the account and all reinstatement requirements have been met.