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Why is my bill higher than expected?

Invoice irregularities

If your bill is higher than expected, perform the following checks to target the reason why your bill is irregular.

Is this your first bill?

It’s perfectly normal to receive a slightly higher initial bill than usual. When you signed up, you paid for the first month of service, that is, 30 days after your installation date.

If you were installed on December 15, for example, your first billing period ends on January 14.

On January 7, you receive a higher than expected invoice. Why?

EBOX offers a prepaid service. You will therefore always receive the invoice for the coming month during the current month.

In our example, the January 7 invoice covers the billing period from February 1 to February 28, in accordance with the payment policy. When you subscribed, you paid for the first 30 days of service, which covers the 30 days after installation, from December 15 to January 14.

But what about the period from January 15 to January 31?

This period constitutes a prorated invoice. It is an adjustment invoice that allows us to regularize your billing cycle so that it begins on the first day of the month and ends on the last day of the month.

The amount of this prorated invoice is sometimes combined with your regular monthly invoice, which increases the amount owed. Next month, the amount to be paid will be regularized.

In summary

  • When you subscribed, you paid for the days of service from December 15 to January 14
  • On January 7, the invoice you receive covers the period from January 14 to February 28. It is a little higher than a regular bill since it covers a longer period.
  • In the following months, the invoices are regularized.

Have you changed your internet plan recently?

If you have upgraded your internet, TV or phone plan, added channels or exchanged your TV plan for a new, more expensive plan, your invoice will include the price difference between your old and your new plan for the month the change took place, the current month of service and for the upcoming month.

EBOX offers a prepaid service, which means that if you make a change that results in a price difference during the month, the adjustment of your billing is made retroactively (for the month of service you paid last month ), currently,  and proactively for the coming month. By checking the list of products in your invoice and the dates listed below, you will be able to observe the pro-rated amounts.