Frequently Asked Questions

Bills and Invoices

• When does the billing period start?

  Your billing period starts on the day you subscribe and each cycle lasts for one month. For example if you subscribe on the 15th day of a month, your billing cycle finishes on the 14th of the next month and your next charges will be applied on the 15th.

• What charges will appear on my bill?

  Your bill will reflect your access charges related to your chosen plan, for the next month in advance. There may also be an activation fee, depending on the activation or contract option you have chosen.

  If you have chosen to use direct debit from your bank account, your bill will also contain any additional charges, such as additional usage purchased during your last billing month, which were not charged in advance on your last invoice.

  If you have elected to pay for your services on credit card, online purchases such as extra usage will be charged and receipted at the time of purchase so it will not be invoiced at a later date.

• Why do I have more than one item listed on my bill?

  As well as your monthly fee, selected additional products and services or an activation fee, if any, will be displayed on your bill. Additional products or services might consist of extra mailboxes or additional usage purchased throughout the previous month.

  If you have changed plans mid-month, you will also see two additional items on the invoice for your access charges. This is because the two plans selected during the month have different access fees. You will be charged separate access fees for the days you were on each of the plans during your billing month.

• Can I change my plan?

  Yes, Unwired's wireless internet plans are designed to be simple and flexible. After your first month, you may change plans once within each billing month (with Unwired, you can upgrade or downgrade your plan). Plan changes will take effect within one hour of your request.

  If you wish to downgrade your plan, ensure that you change plans before you reach the usage allowance of the plan you would like to change to. For example, if you would like to change from a plan with a 8GB usage allowance to one with a 5GB usage allowance, you will need to perform the change before you have consumed more than 5GB usage within the billing month.

  If you have already changed plans once in your billing month, you must wait until your anniversary date to change plans again. Please be aware that the contract terms for the Unwired plan you originally joined on will stay with you even if you change to another plan.

• How will I get charged if I upgrade my plan?

  Unwired charges a month in advance for our standard plan fees so if you change your plan up to a higher-priced plan within a billing period, we will reflect this change on your next invoice. These adjustments will ensure that you only pay for the number of days you were on each plan.

  Example:
  Below is a sample invoice that reflects a plan upgrade within the previous billing period. The plan change occurred on the 31st of the month. As the billing period for each account is one month in duration (in this case, from the 21st of the first month to the 20th of the next month), note how the relevant adjustments have been made.

  

• How will I get charged if I downgrade my plan?

  Unwired charges a month in advance for our standard plan fees so if you change your plan down to a lower-priced plan within a billing period, we will reflect this change on your next invoice. These adjustments will ensure that you only pay for the number of days you were on each plan.

  Example:
  Below is a sample invoice that reflects a plan downgrade within the previous billing period. The plan change occurred on the 25th of the month. As the billing period for each account is one month in duration (in this case, from the 13th of the first month to 12th of the next month), note how the relevant adjustments have been made.

  

• What payment options are available?

  Payment for your modem via our online shop is available by credit card only. Alternatively if you can choose to purchase your modem from one of our retail partners, payment for the modem can be made via the payment methods they offer.

  Once you have connected your modem you will be prompted to nominate a credit card or bank account for direct debit, for your monthly payments. After your first month on our service you will be sent an invoice prior to your billing date with an amount payable. This will automatically be debited against your nominated credit card or bank account, on or shortly after your anniversary date.

• When is my payment due?

  On your billing anniversary date, you will receive an email notifying you that your new invoice is available for viewing online. Payment will be made on or about 3 business days later.

• What happens if I don't pay my bill by the due date?

  If charges are not accepted against your credit card or bank account, you will be given the opportunity to update your payment details. Please note your bank may charge you a dishonour fee if your account has insufficient funds to complete your payment.

• Do I receive an invoice each month?

  Yes. Each month, you will be sent an email notifying you that your new invoice is available for viewing online. This will occur on your billing anniversary date.

• Can I change from credit card to direct debit and vice versa?

  Yes, you can change your nominated payment details online at any time, up to and including the day before your payment due date to be assured that these details will be used. You can update your payment details by visiting the "change my payment details" section in My Account.

• Does Unwired direct debit from bank account involve any paper work?

  Like our credit card facility, if you choose to use direct debit from your bank account for payment of your Unwired service, you will not be required to complete any paper forms.