This may be due to one of the following scenarios:
Moved from Unplan to one of our new broadband plans?
When you switch from Unplan to one of our new plans, your first bill will be higher than normal. In most cases, it will be 2-3 times higher depending on when you switch, as we transition you from being charged for past usage to paying in advance.
This is where you settle up the total amount owing for your Unplan broadband plan (past usage) plus pay in advance for your new plan.
Showing the different charges that may appear on your bill as you transition from Unplan to one of our new plans. These charges don’t overlap and are all for services provided during different time periods.
What happens for you will depend on the dates of your billing cycle and when you decide to switch plans.
A part month charge will only apply if you switch part way through your billing month.
Recently joined Spark? Or made changes to your products and services?
When you first join Spark, you may see two charges for the same plan on your bill. These charges will have different date ranges associated with them. This is because Spark charges for services a month in advance.
- This means your first bill will have a full month's charge from your bill’s start date. You'll also get a pro-rata charge (one-off) from your connection date up to your billing start date.
- If you change, cancel or add a service, you may get a pro-rata charge. Find out more about pro-rata charges
- If pro-rata applies to you this is an example of what you will see on your bill:
Is the promotional offer you were expecting missing?
If you signed up to a plan with a special offer, this offer will show within the Monthly charges section of your bill.
- You may notice your bill has increased if your offer has recently ended
- If you were expecting a credit as part of a promotion and this isn't showing on your bill, please get in touch. Query my bill
Have you gone over the data, calls or texts for your plan?
You can see details of most extra usage charges in the Usage section on your bill. If you have used extra data for your home broadband this will show in the Monthly charges section.
You may have extra charges if you have:
- Used more data than your monthly plan allowance. You can set up a data limit (also known as data cap) in MySpark online or in the Spark app. Set a data limit in MySpark
- Sent picture messages (MMS), or messages to text services. For example: Txt-a-park or replying YES to confirm an appointment.
- Made a toll call that isn’t covered by your package
Is there a fee you weren't expecting?
Different fees apply depending on the situation. Various account fees that may apply to your services are:
- Late payment fee
- Cancellation fee
- 30-day notice period
- Reconnection fee
- Credit or debit card payment fee
- You can avoid this fee by paying with POLi. POLi is a way to pay your bill using your internet banking. Pay a bill using POLi
- Paper invoice fee. Switch to online billing
- Fault diagnostic or repair fee
Find out more about fees
Not covered by one of the above, or you think you've been charged an incorrect fee? Query my bill