Knowledgebase
Billing Enquiries
Posted by Mark Mackay on 04 September 2018 04:58 PM

What's my billing cycle?
Why is my first bill bigger than normal?
When do I receive my first invoice?
Can I have a copy of an invoice?
When is my invoice due for payment?
Can I make a one off payment against my invoice from my bank account?
Can I make a one off payment against my invoice from my credit card?
Can I make a payment plan?
How do I change my payment method?
Can I change my stored payment?
What's my account balance?
What are the additional charges on my invoice?
Is my service suspended?
Why did my stored payment method fail?


What's my billing cycle?

Voyager’s billing cycle aligns with the calendar month.


Why is my first bill bigger than normal?

Your first bill will likely be a little higher than normal, as this consists of two components:

        (a) a partial month charge to align with the end of the month (if applicable), and

        (b) the normal monthly charge for your service

Further details on this can be found on page 3 of your invoice, under the 'Charge Detail" section.


When do I receive my first invoice?

Your first invoice will be sent in line with the commencement of the first full month e.g. If you are connected 15th June, you will receive your first invoice early July. This will cover the period from the 15th June – 30th June, as well as the normal month in advance between 1st July – 31st July.


Can I have a copy of an invoice?

Yes. A copy of any previous invoice can be provided via Email. Please call our Team on 0800 477 333 to request this.


When is my invoice due for payment?

Payment for all invoices is due 20th of the month.


Can I make a one off payment against my invoice from my bank account?

One off payments can be made directly to our bank account 12-3221-0092790-00, using your account number as the reference.


Can I make a one off payment against my invoice from my credit card?

One off Credit Card payments can be made via our website here: https://pay.voyager.nz/


Can I make a payment plan?

Please contact Credit Services on 0800 477 333 or via email credit.services@voyager.nz to discuss any payment plans


How do I change my payment method?

Please contact Credit Services on 0800 477 333 or via email credit.services@voyager.nz to discuss changes to any payment plans. You can also click on the link below and submit a form via online to change your payment method 

https://voyager.nz/myaccount


Can I change my stored payment?

Please contact Credit Services on 0800 477 333 or via email credit.services@voyager.nz to make any changes to your stored payment method. You can also click on the link below and submit a form via online to change your payment method

https://voyager.nz/myaccount


What's my account balance?

Your balance will show on the invoice that we send each month.

If you have made a partial payment and wish to know the current balance once payment has been received, please contact our Credit Services team on 0800 477 333 or via email credit.services@voyager.nz to have this confirmed for you.


What are the additional charges on my invoice?

Your first invoice is likely to have additional charges to what you might expect to pay each month. Your first invoice could be made up of the following charges depending on what you have signed up for:

Charge type

Description

Frequency

Set up

Cost to create the account and any associated services (including Premise Wiring if requested).

One-off

Pro rated

A partial charge for the service calculated at a daily rate from the time the service was established through until the end of the current billing month.

This aligns the customer's charges with their billing cycle.

One-off

Shipping

Cost to deliver and configure any hardware included as part of your order (usually a router)

One off

Month in advance

Standard month in advance charges for the service(s) subscribed to.

These are the charges that your customer should see month on month.

Monthly

Calling costs

Any costs for calling from the previous month that weren't covered in the customer's calling plan.

See Voice Rates and Bundles for more information on calling plans.

Monthly (depending on calls made)



Is my service suspended?

Please contact Credit Services on 0800 477 333 or via email credit.services@voyager.nz to confirm if your service is suspended.


Why did my stored payment method fail?

If your payment details have changed and we haven't been advised this will cause the payment method to fail.

Please contact Credit Services on 0800 477 333 or via email credit.services@voyager.nz to have this checked for you.

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