When am I billed for my service?
All billing is processed on the first business day of the month (Monday – Friday excluding stat holidays).
Do I have to do anything when I receive my invoice?
No. The invoice is sent to you for your own records, we will automatically apply the payment required for your invoice to your credit card or from your bank account (depending on which pre-authorized payment method you've chosen). You only need to contact us if you have questions or concerns regarding the amount on your invoice.
Can I change the day I'm billed?
No, all customer billing is processed on the first business day of the month.
Can I setup Netspectrum as a payee from my banking?
No. If you wish to pay your monthly bill via your bank account, it must be setup as a pre-authorized debit payment that will process payment automatically from your account on the first business day of the month.
What happens if I don't pay my bill on time?
If your automatic payment is declined on the first business day of the month, you have until the 15th of the month to pay before your service is suspended. Missed payments are subject to a $35 NSF fee. If payment is not received by the end of the month, your account is subject to termination at which point you will have an additional month to pay your balance and return our equipment before your balance is sent to collections (fees for equipment that is not returned will be added to outstanding balance).
How can I pay my outstanding balance if I miss a payment?
You can phone our team at 1-800-461-6379 and make payment over the phone with credit card or a Visa/Mastercard debit. If you do not have a credit card or Visa/Mastercard debit, you can also use a prepaid Visa (available at many convenience stores).
Where can I see my outstanding balance?
If payment is missed, you will receive a phone call and email - the email will include your amount owing (be sure to check your junk folder if you don't see the email). Alternatively, give our team a call at 1-800-461-6379 or submit a ticket at www.netspectrum.ca/support
Can I put my service on hold?
Netspectrum offers seasonal standby plans for Rural Wireless and Fibre customers only (standby is not available for DSL and Cable Internet accounts).
Seasonal standby starts on the 1st of the following month and requests for standby must be received by the 25th of the month prior to standby starting (at the latest). Standby can be activated for a minimum of 2 months, maximum of 6 months and time spent on standby does not count towards time remaining in contract if applicable. To request standby, please submit your request on our website using the support form www.netspectrum.ca/support
What can I expect on my first bill?
Netspectrum bills for service one month in advance (as do most ISPs). Your first bill will be a prorated charge for the partial month of service for the previous month (when you service started), plus a full month for the current month of service. Any applicable installation fees may also be added to first month bill.
Example: If your bill is $50/mo and you start service on the 15th of the month you first bill will include charges from the 15th to the end of the month service started ($25) plus the month in advance for the current month ($50) and your total first bill $75 and your following bills will be $50.
Where can I see my usage charges?
Netspectrum does not charge for data overages. All our plans come with unlimited monthly usage and you will not receive an unexpected charges for usage.
What happens if I cancel service?
Per CRTC rules, you service can be cancelled the same day you request it. As we bill one month in advance, you may have a credit owed to you for the remainder of the month you’ve paid for. This amount will be released to you after all rental equipment is received (modem, router, POE, wireless equipment). You have 30 days to return Netspectrum owned equipment or be billed for unreturned equipment. If there is credit owing for a partial month of service, this will be applied to the cost of equipment. Equipment charges can still be reversed if equipment is returned. Any credits owing once equipment is received will be released with our next billing cycle (first business day of the next month).
If you are under contract, you may be required to pay an early termination fee which is the remainder of months on your contract multiplied by your monthly service plan (to a maximum of 6 months).