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Understand my Spark bill

Find out what each of the sections on your Spark bill mean and get help with common queries.

If you're a business customer, you can find out about your bill on the business section of the website. Understanding your business bill

 

Sections of my bill

 

The first page of your Spark bill summarises what you owe and the due date.

Previous charges

If there's a charge circled in red, it means we haven’t received payment for the full amount on your last bill. If there's an amount circled in green, then you have paid your previous bills in full.

  • If you've made a payment, but it doesn't appear on your bill:
    • Check your bill date and your payment date. The bill date may be before you made a payment. You can see all your payments including ones made after your bill date in MySpark. View bills and payments in MySpark
    • Check with your bank to make sure the payment cleared
    • Note: It can take up to two working days for payments to process in our system
    • Still no luck? Query my bill
  • We charge a late fee if you don't pay your bill on time. Find out more about late fees

Current charges

This is the total you’ve spent on this bill.

This includes your current monthly plan charges as well as any extra usage or fees. Find out about monthly charges

Total to pay

This is the total amount of your current bill plus any outstanding previous amounts. The due date for your current bill is also shown here.

Note: If you have any previous amounts outstanding you need to pay this immediately. The due date applies to your current bill only.

  • Direct Debit
    • If you have direct debit set up, the amount and the date this will come out of your bank account shows next to total to pay
    • To make changes to your direct debit please contact us at least two days before the due date. Get in touch
    • You can set up direct debit from your bank account, credit or debit card in MySpark. Set up direct debit
  • There are many ways to pay your Spark bill. Ways to pay
  • Pay a bill now by completing this online form to make a secure card payment. Make a payment

Any changes to your previous balance since your last bill date will show in this section.

Examples of what may show here include:

  • Any part payments you've made since your last bill date
  • Credit or debit card payments
  • Credit or debit card fee. Find out more about fees

Sometimes we may need to adjust your account balance to cover situations such as:

  • Credit for time without service due to a fault
  • Usage change. For example, if there's a delay with your requested plan change and you incur extra charges for data

These adjustments show in this section. Something missing? Query my bill

This section shows the monthly cost for each plan you have with Spark.

  • Charges on your bill appear in an itemised format, grouped by phone number. For example, the charges related to your home phone will appear together.
  • Number you don’t recognise? If you have Wireless Broadband or Naked Broadband, there will be a number on your bill for this service. It may be an 027 mobile number, a local phone number, or start with 16. To enable billing every plan has a number associated with it. This is the case even if you don’t have the landline connected.

If you have bought Unplan Broadband

  • Your Unplan bill cycle date range will be different to other charges on your bill. This is because we charge you after a month of data usage. Your other charges are billed in advance.
  • You'll be billed for one of three tiers (0-60GB, 60GB-120GB, 120GB+) depending on how much you use.
  • Find out more about Unplan

Example of how your first Unplan bill might look

View example of an Unplan full first bill

Example of how your second Unplan bill might look

View example of an Unplan full second bill

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
  • For Unplan you won't see a pro-rata broadband charge on your bill
  • If pro-rata applies to you this is an example of what you will see on your bill:

Paper invoice fee

Wire maintenance

  • Wire maintenance is an optional fee for in-home repairs to fix most faults or general wear and tear of the internal phone or broadband wiring and the jackpoints (or phone sockets) inside your home. If you have wire maintenance this charge will appear on every bill.
  • Depending on the services you use, you may or may not need wire maintenance. If you use a service that may need wire maintenance, you can choose whether you want it or not.
  • If you choose not to have wire maintenance, you’ll get a charge if a technician needs to repair your phone line. Find out more about wire maintenance

Bill for a mobile with interest-free payments

You can get a mobile on an interest-free payment method. Find out more about interest-free payments

GST and credit amounts on first bill:

  • On your first bill after buying a mobile, the charge for the total cost of the mobile will show
  • You may notice a large GST charge on your first bill. We charge you GST for the total cost of your mobile on your first bill, as this is when we need to make the GST payment to IRD. The credit for the total cost of your mobile and your monthly installments won't have GST applied to them.

Payment due each month:

  • Your monthly payment will be either 1/12 or 1/24 of the total device cost. This depends on your repayment period.
  • Your bill tells you which payment installment you're up to

Naked Broadband services (broadband plans without a landline)

ADSL/VDSL Naked Broadband services look a little different on your bill. When you have a Naked Broadband plan, this is cheaper than having a broadband plan with a landline. In this case, you’ll see two items on your bill:

  • A charge for the plan (as if you have a landline)
  • The discount for having a naked plan
  • The total of these two will be the price of the plan you signed up for

Note: This doesn’t apply to Fibre Broadband or Wireless Broadband connections. They will show as one item on your bill at the advertised price.

This section includes charges for data, calls or texts that weren't included in your plan. If you have used extra data for your home broadband this will show in the Monthly charges section of your bill.

You can view your plan and what’s included in MySpark online or in the Spark app. Sign in to MySpark

Examples of extra usage include:

  • Minutes
  • Calls to 0900 numbers
  • Data (national and roaming)
  • Text messages
  • Premium text or short code services. For example: Txt-a-park or replying YES to confirm an appointment.
  • Picture messages (MMS)
  • Note: Texts messages can convert to MMS if the text is very long (1KB or more), if photos or attachments are included in the message, and sometimes when emojis are used.

To avoid excess usage:

  • Keep an eye on your usage using MySpark online or in the Spark app. Check your usage in MySpark
  • Sign up for text or email usage alerts. Set up usage alerts in MySpark
  • You can set a limit on your data usage so once you've used up all the data in your plan you won't be able to go online. This is also known as a data cap. This means you won’t be able to incur casual data charges. Set a data limit in MySpark
  • Note: Text usage alerts will only work on mobiles on the Spark network

 

 

Common queries

This may be due to one of the following scenarios:

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

If you have Wireless Broadband or Naked Broadband, there will be a number on your bill for this service. It may be an 027 mobile number, a local phone number, or a billing reference number starting with 166. To enable billing every plan has a number associated with it. This is the case even if you don’t have a landline.

Other things that may be billed under a 166 number include:

  • Interest free payments for a mobile or accessory (for example, a speaker or headphones) 
  • The cost of a mobile phone or accessory (to be paid in full) 
  • Mobile insurance  

If you think there are charges on your bill that aren’t correct, check that none of these scenarios apply. My bill is more than I expected

If you can see there's a charge on your bill that isn't correct fill in the bill query form and we'll be in touch. Query my bill

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