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Missed or late payments

I forgot to make one payment. What will happen to my services?

If you missed a payment, you’ll receive a Late Payment Charge and your services may be suspended. Please contact us if you would like to make a Payment Arrangement.

Tip: Set up automatic (pre-authorized) payments and stop worrying about missed payments! We’ll always notify you when your bill is ready.

Why is there a Late Payment Charge on my bill?

A Late Payment Charge on your bill indicates that your account carries an unpaid balance from a previous bill cycle.

If we don’t receive payment of the amount due on your account by the Required Payment Date stated on your bill, we charge a Late Payment Charge that is accrued on a daily basis. You will be charged for every day your payment is late, until the date you fully pay your balance due.

Keep in mind, timelines for payments to reach us may vary depending on the method of payment used.

Tip: A one-time payment with your Visa Debit, Debit MasterCard, or credit card is the fastest way to pay your unpaid balance. To do so, sign into my account, select View/Pay My Bill and follow the prompts.

If you’re set up for automatic payments, on your Bill Date we will deduct any unpaid amount, including any late payment charges from the payment method on your account (e.g. a credit card or bank account withdrawal).

What if I have difficulties making payments?

If you can’t make a payment by the due date, please contact us about payment options. If you don’t pay your past due amount and fail to make a Payment Arrangement by 14 days after the due date, your services will be temporarily suspended and subject to a Restoral Fee or an Account Processing Fee by day 30.*

* Restoral and Account Processing fees are not applicable to residents of Québec.

See the Payment Arrangements section of this article for more information.

Payment processing issues

Why does the status of my payment indicate “pending”?

Your payment status will read “pending” if you made your payment when our billing system was offline for maintenance. However, we will process your payment within 48 hours. Once your payment has been processed (whether successfully or unsuccessfully), you’ll receive an email advising you of the status of your payment.

What should I do if I get an error when I try to make a payment?

A payment error could be due to your credit card or because we were unable to process your payment due to system maintenance. Please try our Payment Methods or try again later.

To avoid making multiple payments—before you try again, please check your payment history* to confirm that your initial payment did not go through.

To check your payment history:

  1. Sign in to My Account.
  2. Under View/Pay My Bill, select Payment history.

Your payment history may take up to 1 business day to update.

I use pre-authorized chequing from my bank account to pay my bill. What happens if my payment is not processed?

If the payment from your bank account is unsuccessful (i.e. you don’t have sufficient funds in your bank account), you’ll receive a Returned Payment Charge.*

If a bank error has occurred, please contact your bank for assistance.

Tip: If you recently opened a new bank account, remember to update your automatic payment information in My Account.

* The Returned Payment Charge is not applicable to residents of Québec.

I use pre-authorized credit card payments to pay my bill. What happens if my credit card payment is not processed?

If your pre-authorized credit card payment is unsuccessful, you’ll receive a Returned Payment Charge.* To avoid this from happening, make sure the credit card information for your automatic payment method in My Account is up to date.

Tip: If you recently changed your credit card, remember to update your automatic payment information in My Account.

*The Returned Payment Charge is not applicable to residents of Québec.

Payment Arrangements

If you’re unable to pay your balance in full, you may negotiate a Payment Arrangement to clear your account balance. Please contact us to make a payment arrangement.

Tip: To keep your account from being suspended, make sure to follow the date(s), amount(s), and method of payment you agreed to in your payment arrangement.

What happens if I was only able to pay a portion of my payment arrangement?

If you can’t fulfil the payment amount originally stated, your payment arrangement will need to be renegotiated. Please contact us.

Keep in mind: Altering any details of your payment arrangement could result in a late payment, and your payment arrangement commitment may not be met.

I completed my payment arrangement with a different payment method than what I originally stated. How will this impact my account?

It’s always best to stick to the payment method you agreed to in your payment arrangement. Because different payment methods have different payment-posting timelines, altering any details of your payment arrangement could result in your payment being received later than expected. A late payment may result in your payment arrangement commitment not being met and your account being suspended.

If you’re unable to fulfill your originally agreed-upon payment method, you can make a one-time payment via Visa Debit, Debit MasterCard, or credit card by signing in to My Account selecting View/Pay My Bill and following the prompts.

What happens if I don’t make the agreed-upon payment in full?

Failure to respect the agreed-upon terms of the payment arrangement may result in collection activity, including account suspension or cancellation. Your service(s) will be suspended or cancelled in accordance with your previously provided notice of disconnection.

Missed payment arrangements may results in the following impacts to your account:

  • Restoral Fee:  You’ll need to pay a one-time fee to restore service to your account.
  • Collection activity: To delay collection activity on your account, we recommend that you make a payment that complies with your original payment arrangement.
  • Account Processing Fee (APF): Your account may be subject to an Account Processing Fee when your service is suspended for non-payment.
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