We try and make your Broadband and phone bill as simple to understand as possible.

Here's some explanation about the details and with some frequently asked questions.

About your first bill and how part-month charges work.

A part-month charge might appear on your bill if your account is new. And a part-month charge might appear if you changed your broadband plan during a billing cycle.

If you make a plan change, then the date might not be the same as your billing date, and that is why a part charge is applied.

How the charge is calculated - and then applied to your account.

Example 1: You have a new broadband account with us.

If you have signed up to a new One NZ account, your first bill will be a little more than your usual monthly charge.
This is because we charge you from the day your plan connects to the day of your assigned billing date (part month charge) + a month in advance.

• You have signed up to a $69.99 One NZ Home phone and Broadband package on 8th June.
• Your plan will connect on 8th June but your assigned billing date is not until the 1st July.
• You will receive a part month charge for 22 days (8th June to 30th June).
• You will also receive a full charge of $69.99 for the following month (1st July - 31st July), this is because we charge you for a month in advance.
• There may also be additional charges for any installation or connection costs.

Example 2: You are an existing customer and you've changed your plan.
The first bill you receive after changing your existing One NZ service to a new contract should be pretty straight forward. 

• You have changed from the $69.99 plan to $80.99 plan on 8th June.
• Your default billing date is on the 1st of every month.
• You have changed your plan part way through the current month and your new plan is due takeover on 8th June.
• On your bill we will credit you for the days you haven't used your old plan, in this case 8th- 30th June.
• You will then pay a part month charge for use of your new plan 8th-30th June.
• We will also charge you for your new plan for the next month in advance 1st July - 31st July.
• There may also be additional charges for any installation or connection costs.

How credits, promotions and adjustments show on your bill.

Any discounts added part way through your current billing month may not appear on the current month's bill, however, it should appear on the following month's bill. If you still haven't received your discount, please call us and we'll sort it out for you on that call. Credits and adjustments may show up on your bill if you have recently changed or cancelled a plan.

All adjustments exclude GST but will be added in the month's total and applicable GST calculated.

What is Overdue Amount on my bill?

This means that we have not yet received full payment for one or more previous bills. This amount is due immediately. If you have made a payment in the last few days, this may not yet have been applied to your account.
Some payment methods may take a few days to process.

What is the Total Amount Due on my bill?

The Total Amount Due is the sum of all the charges you need to pay now and includes GST. You can check out your call, TXT and data use details in My One NZ or Customer Zone (if your bill has REF:TCL). Here are the steps to look at your One NZ bill .

About your One NZ broadband bill

This covers your ADSL/VDSL/HFC/Fibre broadband and Home Phone services.

Your broadband bill explained.

If you have One NZ Broadband and Home phone, you will get a bill each month. Your first bill will be different to an average month as we bill in advance for access to services and in arrears for calls or usage.

Fees and charges on your broadband bill.

Most people pay their bill when it's due, however when people don't pay on time the cost for us to chase overdue bills is substantial. Here are some of the fees or charges you may see on your bill in case you miss a payment or if there have been any changes with our pricing.
Your Bill type.
Check which bill type you have for your account.

Fees

• Late payment fee
• Convenience credit or debit card fee
• Early Termination Fee

Other charges.

• Home phone features - charges  
• Calling rates - national
• Calling rates - international
• Paper bill charges
• Service or technician visit charge

My home phone/landline bill shows I made two calls at the same time?

The call originating time shown on your bill is the minute in which the call began. If you make a very short call followed by another call, it is easy for both calls to start in the same minute. Similarly, the call duration is in charging intervals, rather than strict time, so it may appear to show two calls being made at the same time.

For example, let's say the time is now exactly 8:30pm. You call your mother in Sydney and get her answer phone. You then leave a message. The time is now 8:30 and 35 seconds. You then call your friend in Melbourne, and talk for a while. These calls will both show on your bill as being made at 8:30. The call to your mother will show as a one minute call, as that is the minimum charge. So it will appear as though we are billing you for two calls made at the same time, but that is not the case.

I have calls on my home phone bill that I made months ago. Why?

Sometimes we will bill you for calls a few months after you have made them.
From section 6 of our Terms and Conditions : "Sometimes charges will not show on your bill until some time after the month in which they were incurred. You will still be liable for such charges".

We will not usually bill you for calls more than three months old, but sometimes this does happen. The occasional late billing is a side effect of the system in place to make sure we never bill you for a call you have not made. When you make a call, two records are created at every switch the call runs through.

Those records then go to our main billing platform which rates the calls and applies them to your bill. If there is any problem with the call records, the call is not billed until one of our billing specialists has checked that it is a valid call. We apologise for any inconvenience caused by the late billing of calls. However, we prefer to occasionally bill late, than to charge for a call you did not make.