Understanding Charges & Payment Dates

Please enter your Customer ID number.

This will allow us to provide information that's relevant to your services.

You will be able to find your Customer ID on any invoices or emails we have sent you.

Please enter your Customer ID.

If you don't have your Customer ID handy, just let us know what your Toolbox looks like.

This article is shown as a result of the customer details you provided.

You can change this selection at any time.

Why was my payment taken before the due date?

Direct debit payments are taken up to 3 working days before the due date to allow time for the payment to clear.

For same-day invoice payments, please switch your payment method to a credit card in Toolbox, as these payments can process instantly.

Payment clear timeframe example

Why am I paying in advance?

All iiNet services are billed monthly in advance. Having your service charges covered for a month in advance allows you to change plans or move house with fewer service disruptions due to unpaid bills.

What happens when I change my plan?

When you change your plan:

  • Any charges you paid in advance for your old plan will be credited back to your account.
  • You’ll be billed one month in advance at the rate for your new plan instead.
  • The resulting invoice alignments will be shown on your next invoice. 
  • When downgrading to a cheaper plan, your next invoice may be lower than usual due to the credit you received for your old plan.
  • When upgrading to a more expensive plan, your next invoice will be higher than usual due to the charges for your new plan.

Why is my bill higher than expected after a plan upgrade?

When you upgrade your plan, it’s not a simple matter of adding $10 or $20 to your next bill. Our billing system needs to calculate the charges for your previous and current billing periods, as well as charge for a month in advance.

For example: If you upgraded to a $99.99/mth plan from a $79.99/mth plan on 8 April (that’s currently paid in advance to 24 May) here’s what would be charged on your next invoice to cover fees up to 24 June.

Billing period Action taken Example fees on your
next invoice
Example fees if you had not upgraded Description
(17 days pro-rata)
Credit for your old plan from 8 April to 24 April
Charge for your new plan for 8 April to 24 April
$0 Charges you previously paid for your old plan are credited back from the date of the plan change. This time is then charged at the rate for your new plan.
CURRENT MONTH Credit for your old plan from 25 April to 24 May
Charge for your new plan for 25 April to 24 May
$0 A month of charges you previously paid for your old plan are credited back. The month is then charged at the rate for your new plan.
ONE MONTH IN ADVANCE Charge for your new plan for 25 May to 24 June  $99.99 $79.99 A standard charge for your new plan one month in advance.
Total charge on next invoice   $131.32 $79.99 The difference of $51.33 accounts for 2 months and 17 days on the new $99.99 plan (2.57 months x $20/month).

If you have any questions, please send us an invoice query.

Why have I only been charged for part of a month?

You only get charged for the time you have an active broadband service or a particular plan. If you:

  • Have a broadband service activated partway through the month; or
  • Change plans partway through the month;

Then you’ll only be charged for part of the month, instead of the full month.

For more information, including detailed examples, see Understanding Invoice Alignments.

What should I do if I don’t understand a charge on my invoice?

If you have any issues with your iiNet bill, please send us an invoice query.


Was this information helpful?

Why was it not helpful?

Please select an option

Thank you for your feedback.