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Accounts FAQ for Customers
- When am I billed?
Your billing cycle depends on what type of account you signed up for. With EZDial accounts, the cycle begins as soon as you sign up with us. For ADSL services, the cycle begins as soon as your connection has been physically completed at your telephone exchange. Each account is billed one month in advance. Bonus Blocks accounts have no billing cycle, as they are a prepay account only.
- Will I receive a reminder when my bill is due?
An automatic Account Renewal Notice is sent 7 days prior to your billing date to the contact email on your account. This is a courtesy email to inform you that your account will be automatically renewed in one week, and to ensure that you have sufficient funds to make your payment.
- What will happen if payment is not received?
For Residential Customers: If payment is not received, a friendly reminder will be sent via email on the first day. A second reminder email will be sent on the 2nd day of outstanding payment, as well as a SMS message, if your phone number is in our accounting system. Your account will then be suspended on the 3rd day and you will not have access to Internet services.
For Business Customers: Trading terms are tailored to your needs. Please contact Business Solutions for more information.
- If my account gets suspended, do I still need to pay for this period?
If your account is suspended due to a default on the account, you will still be required to pay for the service during this period of time. The suspension on the account has occurred due to non-payment, and as such no credits will be issued for the suspended time period.
- How does a suspension of service work?
Suspension affects all services under an account. This means that when an account remains unpaid and the account has been suspended, all services will be temporarily unavailable.
- If I am suspended, how can I get my service back?
If your account is suspended, payment of the outstanding amount on your account must be received before the suspension is removed. Payment can be made any time by logging into the Members Area or calling our help desk during our support hours.
Payment made via credit card will automatically be updated to our billing system, and your services will be re-instated within 1 hour of payment being received.
- What do I do if I have a query with my account or bill?
If you have a query with your account or invoice, you can contact our Accounts Department to discuss this on 8423 4000 during normal support hours. Queries made outside of normal business hours will have to be answered the next business day.
- Where can I get a copy of my invoices?
The last 6 months worth of your invoices are available in PDF format from the Members Services Area. We recommend you access these and download them for your reference. If you need to access invoices that are not displayed, a fee applies of $3.30 per invoice up to a maximum service fee of $55.00 to access all previous invoices.
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