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Avoid payment problems

Find out about what happens if you're late paying your bill. Find out what fees apply and how to handle common billing problems. Find out tips for avoiding billing problems.

Request more time to pay your account

  • We may be able to arrange a payment extension for you. Some conditions apply. For further information, contact us on 128.
  • Let us know if your phone needs to stay connected because of a medical condition.
  • Complete the Medical Dependency Form. View form

Unable to make calls?

There are two main reasons why you can't make calls. There may be a fault (see the outage map), or your account may be overdue and your phone's disconnected.

  • Pay your account in full to have your phone reconnected. Otherwise, you can call 128 to talk to us about your options.
  • If you pay your account in full at a Post Shop, ask if you can use their phone to call 0800 000 000. Follow the prompts to create a record of your payment. We'll reconnect your phone within four hours.
  • A reconnection fee of $58 per line applies.
  • There are a variety of ways to pay your account. Find more here

Get a phone reconnected after disconnection

  • Within seven days of your phone's disconnection you need to:
    • Pay your bill in full.
    • Apply to have your phone reconnected.
  • We charge a reconnection fee of $58. This fee also applies to disconnected data cards and mobiles.
  • There are a variety of ways to pay your account. Find more here

Know when your bill is due

  • You can find out when your bill is due by using MySpark.
  • The date you need to pay your bill by is on the front page of your bill. It's beside the Current charges heading. It's also on the payment slip.
  • Change the date you pay your bill by filling out the Change Bill Statement Date Form. View form
  • Can't find your bill? Phone 0800 000 000 to find out your next payment date.

Note: When you change your bill's due date, the dates that the charges on your bill relate to will likely change. This will show on your first bill after you make the change.

Overdue account reminders

  • If you haven't paid your bill, we'll do our best to contact you by leaving a phone message, text reminder, email or sending you a reminder letter.
    Note: These are not guaranteed. If you require more time to pay your account you will need to contact us on 128 or collections@spark.co.nz
  • Depending on if you get a phone message or a letter, you'll need to pay the full amount within:
    • Two days of receiving a phone message
    • Seven days of the date on the reminder letter.

Cancellation and reconnection fees

  • For information on how long your contract has left, contact us.
  • A disconnection fee applies if you:
    • Disconnect your Spark service while still under a contract term.
    • Fail to pay your account and we disconnect you.
  • A reconnection fee ($58) applies if you move, if we disconnect your services or if a line into your house exists. The charge covers:
    • Directory listings.
    • Emergency services database.
    • Updating fault systems (landline and broadband) with customer and connection details.
    • Activation of your connection in our systems.

Late fees

  • Residential: $18.40.
  • Business: $18.40, or 1.66% of the outstanding bill, whichever is greater.
  • A late fee applies for overdue balances greater than $25.
  • Any payment received after a bill's due date is a late payment.
  • If you have a question about your bill, we waive the late fee until we've resolved the issue. Any other charges on your account will be subject to late fees.
  • Late fees include GST.
  • If you make a payment at a Post Shop, you can record your payment by calling 0800 000 000.

Query a missing payment It can take a few days for an electronic payment to show in your account. There may be a few reasons why it's not showing on your statement:

  • Double check the account number you used to pay us is correct.
  • Check to see if your bank declined your payment.
  • If your payment is still not showing, complete our Account Payment Query Form. View form
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