We want to ensure you have service continuity and avoid service suspension or disconnection if your invoice isn’t paid on time – so here is some information to help you understand how to get support and what happens when your invoice becomes overdue.
First up, know that before we take any action to suspend or disconnect your account, we’ll give you at least 5 calendar days’ notice.
Step 1 – Payment attempt
We’ll attempt to process your monthly payment for your internet service on the 1st of each month. If the payment attempt is unsuccessful, we’ll notify you by SMS or email and make one more attempt to notify you on the 10th of the month if payment has not been received.
Step 2 – Suspension
If we don’t receive your outstanding payment within 15 days from the 1st of the month, your service will be suspended. This means you’ll be unable to access most websites, except for the belong website and most of the major bank websites until payment is made.
Step 3 – Disconnection
Your service will be disconnected once your invoice has been unpaid for 60 days. You’ll be unable to access the internet via your service. You can call us on to have your service re-connected, including how to pay any outstanding amounts owing to get you up and running again.