Understanding Your Fixed Broadband or Bundled Bill
Just received your NBN, DSL or Bundled Cable bill and have a few questions? We've got the answers just below.
Jump to a topic:
- What's this Bill for?
- Your Bill at a glance
- Service Summary, Recurring Charges & Discounts
- Call Charges
- Other Charges & Credits
- Why has my Billing date changed?
- How do I register for Online Billing?
- I've set up Direct Debit, is it active for this Bill?
- Where can I find info about Content Services?
- GST on your Bill
If you’ve just signed up and are wondering why you’ve received a bill so soon after your service was connected. We do this so your bill is simpler and easier to understand.
By sending your first month’s bill early we avoid having to charge you complex pro-rata & advance amounts.
The first page provides an overview of your charges, a sub-total for each service number and the total GST payable. It also has your bill's due date, invoice period, B-Pay details and further payment information. If this is your first account, this will be highlighted under invoice period. Subsequent accounts will also show a comparison with your previous bill.
At the top of the page in the yellow section, you’ll find the service's username and its associated plan. If you've more than one service on your bill, this is a handy way to know which charges apply to which service and the name of the plan for that service. All of these costs exclude GST. This section also gives you a quick snap-shot of the following charges on your bill:
- Recurring Charge
- Other charges and credits
What are Recurring Charges?
These monthly charges are itemised on pages 2 & 3 of your bill and include access fees, equipment and feature pricing.
Why are there 2 of each Recurring Charge?
If this is your first bill with us or you’ve changed your plan or features, you’ll see part-monthly charges for the period leading up to your bill as well as monthly charges calculated in advance for the next billing period.
The first of each repeated charge is from the date your plan or feature was activated or changed, to the end of this bill's invoice period. It’s usually a portion of the normal monthly fee for that item. (Charging a part of a normal amount is known as pro-rata billing).
The second instance of each repeated charge is for the full month ahead. This fee is for the full monthly rate. Remember, the amounts displayed in these sections exclude GST.
Will this occur every month?
Unless you make further changes to your service, your next bill with have only one charge for each item, (the full monthly access fee in advance). More information on Pro-rata, Recurring Charges and Advanced Billing is available here.
What is this discount for?
Discounts can include items that have been absorbed in the total cost of your bundle or plan such as promotional discounts or equipment fees.
For example, if you sign up to a twenty four month contract on a bundle which is usually $115 per month but you purchased the offer during a promotional period for only $90 per month, the $25 discount will appear as a credit (minus GST) in this section.
Does the bill provide info on call charges?
It provides information on local calls, calls to 13/1300 numbers and calls to Mobiles. These are based on your plan inclusions. If you require information on what is and what's not included in your plan, please refer to your critical information summary.
Optus tries to include all call charges for the current billing period however, some charges may appear on future bills.
If shown, it probably relates to charges for service connection fees, modem delivery fees or other equipment charges (excluding GST). For example, you may get charged for the start-up fee - this cost will appear under this section.
If you’ve recently moved or changed technologies since your last billing cycle, (such as moved from Cable to NBN), then you will be issued with a new account number & billing date. Take note of these details if setting up direct debit in My Account.
Online billing is an environmentally friendly and convenient way to access your bills. To register, check out this article. If you’ve already registered you can see this on page 1 of your bill (on the left hand side under Last Bill Amount).
Paying via direct debit removes any payment processing fees. If direct debit is active, instead of listing TOTAL AMOUNT DUE on your bill, you will see the direct debit amount and the date your account will be debited instead.
If you've previously had direct debit and you have new account details, you may need to set it up again. For instructions on how to do this take a look at this article.
If you have an Fetch service that's bundled with your Fixed Broadband or Bundled account, the service, rental or TV channel pack charges can be found under ‘Content Services’. The ‘Supplier’ column confirms that each charge relates to Fetch.
More information on Fetch billing is available here.
You might notice that charges for plans & features listed on your bill are shown pre-GST. A single charge for GST is then applied to the total amount charged. This is displayed on Page 1 of your invoice.
Please Note: The plans, prices and products shown here are for illustrative purposes only and may not reflect current offers from Optus.