Important Information about your MyFibre NBN Connection

Some fairly significant changes with your NBN service this month - March 2017

We are switching over to an authenticated connection type, which means that you will need to make a couple of changes in your device which is connected to the NBN NTD.

Once you have made those changes you can swap your data connection over to the next UNID port.

Read on for more information about setting up for specific connection types.

 

If you experience any problems with your NBN service over the next few weeks, please contact Mike directly on

1800288871 - opt 2
or, better yet by email

This page contains information about your account.

What is the billing cycle?
The billing cycle is one calendar month.
That is, from the 28th of the month to the 27th of the following month.
Your Data Usage is also 28th of the month to the 27th of the following month.
Your monthly invoice is due on the 15th of each month.

Where do I find my account number?
Your account number is on the upper right hand corner of any of your monthly invoices.

What day is my bill due?
Your bill is due on the 15th of each month.
Automatic Credit Card & Direct Debit payments will also be charged on this day.

What am I being Charged for?
Charges are for the services that you have with us.
All Access Charges are in advance.
All Usage Charges are in arrears.
Access Charges are things like your NBN connection - regular monthly charges.
Usage Charges are things like phone calls, excess usage, extra data - obviously we don't know what they will be until after you incurr these charges.

How do I get my Bill?
We send bills using two formats.
No Charge - we email you your invoice at the beginning of the month as a PDF attachment to the email. This is sent to your nominated Account Contact Email address.
$2.20 - we can optionally send you a printed paper invoice by Post. This is posted at the beginning of each month.
Your can access your account any time online here http://myaccount.myfibre.net.au

Charges & Discounts
All Charges are shown on the pages with our plans or on a More Information page.

How can I pay my bill?
There are a wide variety of ways to pay your bill including credit card (automatic, manual through My Account or over the phone), bank transfer, direct debit, Centrepay, BPay and cheque or money order through the post.
The most important thing to know is that your bill is due on or before the Due Date.
If you are having problems paying your bill by the Due Date, please contact us, by email or phone & let us know, to avoid suspension, late payment charges & possible termination of your services.

What happens if there isn't enough money in my account when you process the Direct debit?
If there is not enough money in your account, there is a $20.00 Direct Debit Declined charge.
This is a charge from our bank which we pass along to you.

Billing Proceedure
This is how we charge you for your services.

  •     We charge a monthly access fee for the month (28th to 27th) on the 28th.
  •     We charge for usage & calls AFTER the usage or calls were made.
  •     We create an invoice for hardware or other one off items at the time the item is ordered & this invoice becomes your following month's invoice with other charges like access fees added at the beginning of the month.
  •     For example, say you order a new modem or service on the 17th. We'll create your next month's invoice on that day, but we won't actually save it & send it to you until the beginning of next month.
  •     The same applies for Late Payment fees.
  •     If you pay by Credit Card we charge you a 1.5% Credit card surcharge (VISA, MASTERCARD) (2.5% AMEX, Diners Club)
  •     If you pay by BPay, Direct Transfer or Direct Debit - there are no processing fees THAT WE CHARGE (Except if your payment is declined).
  •     We email you you invoice as a PDF attachment on the 28th of each month.
  •     your invoice is due on the 15th.
  •     You also have 14 days in which to query any charges on your invoice (between invoice being issued & due date).
  •     We process Credit Card Payments & Direct Debits on the 15th of each month for the invoice that you have already been issued.
  •     We charge a late Payment fee if your account is more than 3 days overdue.

What happens if I don’t pay my bill on time?
You will be charged a Late Payment Fee if your account is not paid by the Due Date on your Invoice.
5 days after this, if your account is still not up to date, your service will be Suspended.
14 days after this, if your account is still not up to date, your service will be Terminated, with any early termination fees or other penalties liable.
If your account is outstanding we regret that we cannot make any changes to your service that will increase the cost of your bill.

What's the Difference between all the payment methods?
Direct Debit - You complete a form (either hardcopy or online) & we automatically take the payment from your nominated bank account each month.

Credit Card - You provide us with your Credit Card number which we store securely. On the 15th of each month we automatically charge your credit card on file the amount outstanding on your account.

Direct Transfer - You log into your on-line banking & transfer your payment to our Westpac or Commonwealth Bank Account. Detail son your Invoice
PLEASE ENSURE you include your Rivertel Account Number as a reference.

Direct Deposit - You can also deposit your payment directly into our Westpac or Commonwealth Bank account at any branch over the counter. PLEASE ENSURE you include your Rivertel Account Number as a reference.

BPay - You log into your on-line banking & make a payment with the BPay system. You will find our BPay Biller Code & your reference number on your monthly invoice on Page 2.

Post Office BillPay - You can pay over the counter at any Post Office. A $3 surcharge applies to Post Office Bill Pay transactions.

I am having problems paying my bill. What can I do?
Contact us sooner rather than later to let us know.
Depending on your circumstances we may grant you an extension or put your account on a payment plan.
You can view our Financial Hardship Policy, but please note, Financial Hardship does not apply if you are simply spending more than you can afford.

Credit Card - What day do you process Credit Card payments?
We process Credit Card payments on the 15th of each month (or the next working day).
You will receive your invoice at the beginning of the month as normal.

Direct Debit - What If I have Direct Debits set up, but I pay my account before the 14th?
We check the amount outstanding before processing Direct Debit payemnts. If your account shows as paid, we won't charge you again.
We recommend that you stick to one payment method only. If you sign up for Direct Debit all you need to do is make sure that there is enough money in your account on the 15th of each month.
We'll do the rest.

Direct Debit - What day do you process Direct Debit payments?
We process Direct Debits on the 15th of each month (or the next working day).
You will receive your invoice at the beginning of the month as normal.

Direct Debit - Can I change or cancel the Direct Debit payment option?
You can change or cancel your Direct Debit at any time.
email or phone us and let us know the changes.

What if I have a Complaint about my Bill?
Please read our Complaint handling Process by clicking on this link.
You can lodge a complaint by;

 I Paid my account but my latest invoice does not show the payment
Our invoices are created on the 28th of each month.
They include all payments up to the close of business on the 27th of each month.
If you made your payment after the 27th of the month, it will not show on your invoice, until next month.
You can log into My Account to check your account balance, as this is always up to date
If you have checked to see if your payment shows up on My Account & you still believe there is an error, please give us a yell as soon as possible.

Credit & Debit Card Surcharges
    Do you charge a Credit & Debit Card Surcharge?
    Yes we do.
    We accept VISA, MASTERCARD - the surcharge is 1.5%
    AMERICAN EXPRESS & DINERS CLUB - the surcharge is 2.5%
    These surcharges apply when paying by;
        Using our "Pay by Phone" System - dial 1800288871 opt 1
        Manually processed transactions over the phone
        Automatic transactions with your card on file - processed on the 15th of each month
        Payment via the MyAccount portal system - http://myaccount.myfibre.net.au