If a bill stays unpaid, we send reminders before we suspend your service, and once it’s paid we reconnect you, with no reconnection fee. This page explains the timeline, and what to do if you’re having trouble paying.
The timeline
Each month’s invoice is issued 7 days before your anniversary date and is due on your anniversary date. We charge your saved card 2 days before it’s due. If the payment doesn’t go through:
| When | What happens |
|---|---|
| 1 day after the due date | We send a reminder. |
| 14 days after the due date | We send a second reminder. |
| 21 days after the due date | We send a final reminder. |
| 28 days after the due date | If the invoice is still unpaid, your service is suspended until it’s paid or we’ve agreed an arrangement with you. |
A suspended service can’t get online. Your account and service stay in place, so nothing needs setting up again when it’s reconnected.
Getting reconnected
- Pay the overdue invoice in Client Login, or call us on 1800 663 977 and we’ll take the payment. If your card has expired or changed, update it first: see paying your bill.
- Most services are reconnected automatically once the invoice is paid. Some types of service need us to restore them by hand: if yours isn’t working again shortly after you pay, call us and we’ll reconnect it.
- If you’re still offline once we’ve confirmed it’s restored, restart your router.
There’s no reconnection fee.
Can’t pay right now?
Talk to us as early as you can, ideally before the due date. We’d much rather work something out than suspend your service.
If illness, losing your job or another hard time means you can’t pay, financial hardship assistance may help. Depending on your situation, that could be a payment plan, more time to pay, or changes to your service that keep you connected without your bill growing. While we’re working out an arrangement with you, or while you’re keeping to one, we won’t normally take action over the unpaid amount.
Disputing a bill?
If you think the overdue amount is wrong, tell us. While a complaint about it is being investigated, by us or the TIO, we won’t take credit management action over the disputed amount. See making a complaint.