TL;DR: A suspension temporarily blocks access, but your fibre line and port remain reserved and active on the network. We continue paying the underlying network for your line during a suspension, so monthly fees still apply until you cancel (with 30 days’ notice).
First, what does “suspended” mean? #
Suspended = access paused.
Your line is still provisioned on the fibre network, your address/port stays reserved, and your service remains on our billing system. Once the overdue amount is paid, we remove the block and your internet works again—usually within minutes.
Cancelled = service ended.
Your port is released, billing stops at the end of your notice period, and reactivation later may require a new install/activation (and potential fees), subject to network availability.
Why billing continues during a suspension #
- We still pay the Fibre Network Operator (FNO).
Whether you use data or not, FNOs charge a fixed monthly fee for the active port at your address. Usage doesn’t change this cost. - Your port stays reserved for you.
Suspension is a “soft block”: your port, ONT/line profile, and address mapping remain in place so you don’t lose your spot or require a new install. - Operational and platform costs continue.
Your service remains active on our systems (monitoring, support tooling, billing, security, IP assignments, etc.), even while access is blocked. - Fairness to all customers.
Stopping billing for suspended lines would shift fixed network costs onto customers who pay on time. Keeping billing continuous ensures consistent, sustainable pricing for everyone.
Example timeline #
- 1 September – Monthly invoice issued (due 2 September).
- 7 September – Payment not received; reminders sent.
- 10 September – Service suspended (access blocked).
- 15 September – Payment received; service restored.
You’re billed for September because the line remained provisioned throughout the month. Suspension did not end the service; it only paused access until payment.
Common questions #
“I didn’t use the internet while suspended—why must I pay?”
Network fees are based on a fixed monthly line cost, not on usage. Your line stayed active and reserved to enable instant restoration.
“Can you pause billing instead of suspending?”
Pausing billing would require us to deprovision your line (i.e., cancel), which releases your port. That means new activation steps, fees, and potential waiting times later.
“If I cancel today, do I still pay for next month?”
Our services are month-to-month with 30 days’ notice. Billing continues through the notice period, after which it stops automatically.
“When are invoices due?”
Invoices are issued on the 1st and due by the 2nd of each month. Paying by the due date avoids any service interruption.
“Is there a fee when I’m suspended?”
Yes—if a suspension occurs due to non-payment, a R150 suspension/reactivation fee applies when we restore service.
How to avoid suspension (quick wins) #
- Set up a debit order so payment runs automatically on the due date.
- Use your customer portal to check balances and download invoices early.
- Pay before the 2nd each month to stay clear of the suspension window.
- Let us know early if you foresee a problem—short-term arrangements are easier before the due date than after a suspension.
Need to cancel instead? #
No problem. To end billing, please submit a cancellation with 30 days’ notice. We’ll confirm the final bill and the last day of service. If you’re moving, we can assist with a service move to your new address (often faster and cheaper than a fresh install).
We’re here to help #
If you believe there’s been an error on your account, or you need help with payment options:
- WhatsApp: 021 204 4878
- Email: support@getwiza.com
We’ll gladly review your account and get you back online.