Manage your Services in our Self Care Portal

We understand that seeing a higher-than-usual bill can be confusing. Before reaching out to our team, please take a moment to review Page 3 of your bill and check the common reasons listed below. This guide should help clarify things quickly!

First Bill? Here's What to Expect

If this is your first bill, youll notice two plan fees on Page 3:

• Standard monthly plan fee – your regular charge.
• Pro-rata plan fee – a one-off partial charge covering the days between your service activation and the start of your billing cycle.

This ensures your promotional discount applies to a full six months, not just part of one.

Other Common Reasons Your Bill Might Be Higher

1. Your Promotional Period May Have Ended

All our nbn® plans include a 6-month promotional discount for new customers. If you're in month 7, the discount has likely expired. While were often asked to extend it, were committed to keeping our ongoing prices as low as possible while maintaining high-quality service, especially during peak times like Netflix and YouTube streaming.

2. Late Payment Fee

We offer a 5-day grace period after your due date. If payment isnt received in time, a $15 late fee (including GST) is applied. To avoid this, we recommend setting up automated direct debit via our Self Care Portal.

3. Credit Card Surcharge

If you pay using VISA, Mastercard, or AMEX, a small surcharge applies:

• 1% for VISA/Mastercard
• 1% PayPal
• 2% for AMEX
• Switching to bank account direct debit avoids this fee entirely
  
  

4. Bounced Direct Debit Fee

If your registered card or bank account has expired or changed, and a payment fails, your bank may charge a failed transaction fee. We send reminders when expiry dates approach, so please update your details in the Self Care Portal.

5. Non-Direct Debit Charge

Paying via BPAY or Australia Post may incur a small fee, as these services charge us to process payments. Direct debit from a bank account is the most cost-effective and convenient option.

Need Help?

If youve reviewed your bill and still have questions, our team is here to help. You can raise a billing enquiry through the Self Care Portal