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Why is my internet bill higher or lower than expected?

There are a few reasons why your bill may be higher or lower than expected, including a plan change or cancellation

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Written by Jo Borger

There are a few reasons why your bill may be higher or lower than expected.

Here’s what an Origin internet bill looks like
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You changed your plan

  • If you changed your plan through My Account: Your new plan will come into effect on the first day of your next billing cycle. This means that your next bill after a plan change will be your first on your new plan fee, which may be higher or lower than your old plan

  • If you changed your plan by contacting us: If you asked for a plan upgrade or downgrade to begin immediately (i.e. during your current billing cycle), your next bill may include a pro rata adjustment to cover the days in your previous billing cycle that your new plan was active. This happens because you would have already paid for the month in advance on the previous plan fee, so the pro rata adjustment is simply balancing out the difference between your old plan and new plan charges. Pro rata adjustments is explained further down Pro rata adjustments will appear on your bill under New Charges

You cancelled your plan

Your final bill will arrive on the next billing date following cancellation. As our plans are charged one month in advance, this final bill is typically a $0 amount, however, you may see:

  • any charges or credits incurred before you cancelled your service

  • remaining repayments for your modem or router

These amounts will appear on your bill under Payments and adjustments or Other charges.

We need 30 days' notice if you want to cancel your plan.

A discount, bundle or promotion has ended

When a discount, bundle or promotion ends, you’ll be moved to the standard plan price. Savings from a discount, bundle or promotion appear on your bill under Payments and adjustments.

You have a new development fee

If you’re in a new development that’s not currently connected to nbn’s® or Opticomm’s network, you may be charged a once-off New Development Fee. This will appear on your bill under Other charges.

You have a pro rata adjustment

Because we bill one month ahead, if your service is altered during a billing cycle, we may use a pro rata adjustment to make sure you’re paying for the service you actually receive.

Common reasons for a pro rata adjustment include:

  • moving your internet service to a new address

  • starting an internet service on day 29, 30 or 31 of a month

A pro rata adjustments is calculated daily so it may include decimals. It usually only affects one bill, too.

If you need help paying a bill

Life takes unexpected turns. If you’re feeling stretched, contact us to discuss the support available under our Financial Hardship Policy. We’ll work with you to find the right solution for you and your budget.

This could include:

  • setting up a payment plan so you pay smaller amounts, more often

  • giving you more time to pay

  • moving to a more affordable plan, if possible

Ways to contact us

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