At Megatel, we offer a range of services to our customers, including broadband, mobile, power, gas, and landline services. We understand that circumstances may change, and we want to provide you with flexibility in managing your service accounts. In this article, we'll provide information on how to suspend or terminate your service account, as well as the terms and conditions that may apply.

Suspending Your Account

If you need to suspend your broadband service for some reason for a temporary period, you cannot do so, but you can terminate your broadband account and reactivate it later. 

Please note that early termination fees may apply if your service is still under contract. Reactivation fee may also apply.

For landline and mobile numbers, suspension is not possible, as you will lose your phone number if you choose to disconnect your service.

For mobile accounts, we recommend you to downgrade your plan to the lowest plan we offer through MyMegatel app.

You also cannot suspend your power or gas service unless you have completely moved out of the location and the site is vacant, or the meter is disconnected. 

If you wish to disconnect the meter, there will be disconnection and reconnection fees for both services.

Disconnecting or Restricting Services

If one product is suspended due to an overdue balance, it may affect the status of the entire account, and all services within the account may be restricted or disconnected simultaneously.

If you do not make payment by the due date or fail to meet the payment agreement with us, we reserve the right to disconnect or restrict any or all of your services. We will provide prior notice for any restriction or disconnection due to a credit issue or a breach of our terms and services.
There may be fees for suspension, unsuspension, disconnection, and reconnection while your service is disconnected and retrieved.

If a credit suspension or disconnection occurs because we were unable to contact you due to outdated contact information, you will still be liable for any fees associated with unsuspension or reconnection of your services.

When we restrict a service, you will be unable to use the service as usual, and standard rental charges will continue to apply until we receive a request for termination. 

Serious credit issues or failure to reach you may result in termination of your services by us, with early termination fees applicable.

Terminating Your Account

If you've decided to terminate your account, we require 30 days' notice to ensure that we have time to process your request and arrange for any necessary disconnections. ** 30 days' notice period does not apply to energy (power and gas) service. ** From 27th January 2026, You’re free to move to another retailer at any time, without penalty. This includes waiving any early termination fee that may otherwise apply if you are on a fixed term plan. 

To initiate the termination process, please send us a secure message in MyMegatel app, email our customer experience team at help@megatel.co.nz or call us at 0800-634-283.

We understand that these processes may be complex and involve fees or other charges, and we will support you throughout the process.
 

Regarding your ownership change of the service

Due to the operational changes, we are not able to process your request on the ownership change. Please send us a secure message in MyMegatel app, email our customer experience team at help@megatel.co.nz or call us at 0800-634-283

Regarding change account holder's details

You can only edit your contact details and preferred language options here. You cannot change your name unless your legal name has changed and you need to update us your details. If this is the case, please send us a secure message in MyMegatel app.

Regarding joint account holder's details

You can add or remove a joint account person by tap the link here. However, if you are the main account holder of the service with us, unfortunately, you cannot remove yourself as joint account person. This has to be processed as ownership change which hands over your ownership of the service to another joint account person. Due to the operational changes, we are not able to process the ownership change. Please send us a secure message in MyMegatel app if you have further question.