I got an email about an overdue payment. What should I do next?
Mistakes happen, we understand!
If you received a notification regarding an overdue payment, no worries. Here is a breakdown of what happens next:
Scenario 1: Paying off my balance
In the case that you are able to pay off your balance, you can do so via your client portal. Once you are logged in, just scroll down to Billing → Invoices
From there, you can go ahead and choose one of the two following options:
Note: In the case that you need to change your payment method, the option to do so is right next to Invoices. And if you’d like your payments to go through automatically each month, just check the Automatic Payment box so that it says Active
Scenario 2: I am unable to make a payment right now.
If you are unable to pay off your balance, this is where the payment agreement comes in. In this situation, you are required to do the following two things:
Pay off a minimum balance (25% of what you owe) within 2 weeks of receiving your overdue payment notification
Reach out to our Customer Care team to set up a payment agreement.
Once a payment agreement has been finalized, it is set in stone. You will need to slowly pay off your overdue balance along with your regular monthly payments within a 2, 3 or 4 month period.
Scenario 3: I did not abide by the payment agreement
If you agreed to pay off a minimum balance by a certain date but we did not receive it in time, you will receive an email letting you know that there will be a suspension of services within 24 hours. Once you receive this notification, you must pay off your balance in full.
Please note that if paying by echeck or bank transfer, it can take a minimum of 6 business days to be deposited on our side. To prevent a suspension of services, we highly recommend paying off the balance right away via credit card.
Scenario 4: I was disconnected and would like to pay off my balance to be reconnected
In this case, reach out to our Customer Care team right away to let them know you have paid off your entire balance or would like to. Once we become aware of this, we can deposit a reconnection request to our line provider. The process of being reconnected can take a minimum of 72 hours.
Please note! As of July 1st our line provider no longer activate any DOCSIS 3.0 modems, this means that there would be some delays with our reconnection for customers that have a CDA35 on their network. A new modem will be sent to you to ensure your services are reconnected with appropriate equipment. To prevent a disruption in services, we always recommend having consistent communication with our support team as they are here to help ☻
Updated on: 30/09/2022