How do I resolve an overdue payment?

Life happens! Let’s get your account sorted.

We totally get it. Sometimes a payment slips through the cracks.

If your monthly bill is a little overdue, we want to make sure you stay connected without any interruptions to all the things you love online.

If you’ve already received a reminder from us, here are the fastest and easiest ways to take care of that outstanding balance:

Option ❶: Pay off the balance.

Ready to pay off an overdue payment?

Follow these steps if you’re able to pay off your owing balance now:

Log in to your Client Portal.
Tap on the Billing tab, and then under your Billing Summary, tap the Make a payment button.
Follow the on-screen prompts to complete payment.

😌 Want one less thing to manage? Consider enabling auto-payment for that extra bit of convenience.

Option ❷: Set up a payment agreement.

Need more time to pay? We can help.

If you can’t pay your full outstanding balance right now, contact Customer Care and ask to set up a payment agreement.

Here’s how it works:

We can split your owing balance into a maximum of 4 monthly payments. These payments must be made manually.
Depending on your situation, a minimum down payment may be required to finalize the agreement.
You’ll need to keep up with both your regular monthly bill plus the new agreement payments during this time.

⚠️ Important payment agreement terms.

Once your payment agreement is finalized with Customer Care, it cannot be changed under any circumstance.

Service Suspension:

If an agreed upon payment date is missed, your service will be suspended within 24 hours.
To restore service or prevent suspension, the full outstanding balance must be paid immediately.

Electronic payments (e-cheque/bank transfer

Note that these types of payments can take a minimum of 6 business days to process and reflect on your account.
It's your responsibility to ensure payment is made with enough lead time to avoid suspension.

💳 Credit card payments are processed instantly and are the quickest way to resolve your balance.

What happens if I don’t pay off an overdue balance?

Failure to pay your overdue balance for two consecutive payment dates will result in immediate disconnection of your internet service and suspension of your oxio account.

To restore service, you must pay the outstanding balance in full and then contact Customer Care for reconnection. Note that reconnections can take a minimum of 72 hours.

Further neglect to pay an outstanding balance will result in account closure.

⚠️ Unpaid balances remaining after an account closure will be transferred to a collection agency.

I went to my Client Portal to pay my outstanding balance but it shows that I don’t owe anything.

Seeing a $0.00 balance but still received an overdue notification from us? That might be because of credits on your account! Just get in touch with our Customer Care team. They'll confirm those credits and make sure they get applied to your overdue invoice right away.

Updated on: 01/10/2025