Why is my bill higher than expected?

Invoice irregularities

Is this your first bill?

If your first invoice is higher than expected, note that 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. Our billing cycle starts on the first day of the month and ends on the last day of the 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 return to normal.

Have you changed your internet plan recently?

If you’ve recently:

  • upgraded your internet TV or phone plan
  • added channels to your tv 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 ), for the current billing cycle,  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 find the pro-rated amounts.