1. Learn if your phone can be suspended or disconnected
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Use this letter-writing tool to complain about a product or service.
Question & AnswerCan my service provider cut off my cellphone service?
A provider can interrupt your cellphone service if:
- your bill is more than 2 months overdue, or the charges are more than $50
- they ask you for a reasonable security deposit, and you do not give one
- you agreed to a payment plan for an overdue bill, and you didn't follow it
A provider can also your service if they think you're:
- causing harm to the network, for example, by sending large numbers of spam text messages
Fraud includes pretending to be someone you are not. For example, if you register an account with a name that isn't yours, that is .
A provider is not allowed to or disconnect your service if, before your service is cut off, you:
- tell the service provider that you don't agree with the reasons for the suspension or disconnection
- pay the amount that you owe – if you dispute some of the charges then you only need to pay the amount you agree that you owe
A provider can interrupt your service if they think you are arguing about the bill because you don't want to pay it. They can also disconnect you if you try to delay paying your bill.
When your phone can be suspended or disconnected
A provider can only interrupt your service at the following times:
- on weekdays, between 8 a.m. and 9 p.m.
- on weekends, between 9 a.m. and 5 p.m.
- on statutory holidays, between 9 a.m. and noon
The service provider must use the time at your place of residence. For example, if you live in a different time zone than the service provider, they must use your time zone.