1. Billing Cycle
FibreTel bills on the 1st of each month. If you start service mid-month, we’ll prorate your first bill so you’re only paying for what you actually used.
You’ll receive your bill on the 1st, and payment is due upon receipt. We don’t bill in advance — we charge after you’ve used the service.
2. Payment Methods
We accept:
- Credit cards (Visa, Mastercard, Amex)
- Pre-Authorized Debit (PAD / bank account)
- WeChat Pay and Alipay for one-time payments through the portal
A 2.4% processing fee applies to credit-card and wallet transactions, because banks gotta bank. Bank payments via pre-authorized debit are free of processing fees. Payment is charged automatically using your selected default method when autopay is enabled.
3. Late Payments
If your payment isn’t received by the end of the month, the following applies:
- A $25 missed payment fee is added to your account.
- A 3% monthly interest charge (compounded monthly → 42.58% annually) applies to the outstanding balance starting on the 1st of the next billing cycle.
Example: if you miss paying your February bill, interest and fees start March 1.
4. Automatic Charges & Authorizations
By enabling autopay, you authorize FibreTel to charge any unpaid balances (including late fees and interest) to your stored payment method. This helps avoid service interruptions and awkward emails.
5. Service Suspension & Reconnection
If your account remains unpaid after 45 days (by the 15th of the second month), your service will be suspended.
There is no reconnection fee. As soon as payment is received, your service is reactivated automatically.
6. Disputed Charges
If you believe a charge is incorrect, contact us within 30 days of the invoice date. We’ll investigate, and if it’s our fault, we’ll make it right.
7. Refunds & Cancellations
We don’t offer refunds for unused service unless FibreTel causes a billing error or cancels your service.
- TV or Phone cancellation/downgrade: takes effect on the next billing cycle (you keep the service until month-end).
- Internet cancellation/downgrade: requires a visit to swap or remove equipment. The change takes effect (and billing is prorated) once the equipment work is completed.
8. Equipment Return
If you cancel service, you’re responsible for scheduling an equipment pickup with us. We’ll come collect the equipment we provided. If it isn’t returned or is damaged, your account will be billed for the full replacement cost. Some of this equipment is quite valuable — please don’t stash it in the garage and forget about it.
9. Questions?
Reach out to us at fibretel.ca/contact if you have questions, concerns, or simply enjoy discussing compound interest. We’re here to help.