What do I do if I can't pay?

We understand the importance of staying connected and that occasionally customers may need an extension on an invoice. If you need an extension, please notify us as soon as possible to organise a payment plan. This can avoid late payment fees and restriction or cancelation of your service.

How do organise a payment plan?
1. Call us on 1300 135 235 (Mon to Fri 8am to 9pm (ACST) and Saturday 10am to 4pm (ACST)) to speak to our helpful team who will be able to assist you in setting up a payment plan.
2. Email us at account@esc.net.au with your account number and invoice number requesting an extension.
What happens if I don’t organise a payment plan?
If you do not organise a payment plan your service(s) will be restricted and you will not be able to use the service(s) until you have organised payment of the of outstanding invoices. Restriction of service(s) occurs 9 days after your invoice due date. While your service(s) are restricted you will not be able to purchase any new service(s) on your account.
What happens if I miss my payment?
If you miss your agreed payment, you will be notified by email to organise the payment as soon as possible. Payment reminder notices are sent to you via email, 7 and 9 days after your due date. We will also call you to organise payment. If payment is not received your service(s) will be restricted.
What happens if my service is restricted?
Restriction typically occurs when you have not paid your invoice and not organise a payment plan.
The following service restrictions will occur until payment is made:
  • • Broadband Internet: Your internet service will not work
  • • VoIP: All VoIP plans will be limited to calling emergency services and EscapeNet
  • • Mobile phones: Services will be restricted to emergency calls to 000 only
  • • Fixed Phones: Service will be restricted to emergency calls to 000 only
I am experiencing financial hardship, what can I do?
If you are experiencing financial hardship, please refer to our Financial Hardship Policy found on a Terms page www.esc.net.au/terms and get in touch with us. We cannot assist you if we are not aware that you are experiencing hardship.

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 21 days of your invoice due date, your EscapeNet service(s) will be cancelled.
My service(s) has been cancelled; How do I get back online?
If you want to reactivate your service, 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 the time of day you contact us and our work-load.