Applies to: Package upgrades, UltraFast Fibre 150, UltraFast Fibre 500, UltraFast Fibre 900, SmartHub Plus add-ons
Audience: Residential and small-business customers
Summary
Your first bill after upgrading may look different from your usual monthly bill. This is normally because the bill includes part-month charges, package changes, discounts, equipment fees, or one-off installation items.
This article explains the most common reasons your first bill may be higher or lower than expected.
Why your first bill may change
Your bill may include:
- A charge for your previous package up to the upgrade date.
- A charge for your new package from the upgrade date onwards.
- A credit for any unused part of your old package.
- A promotional discount.
- A SmartHub Plus equipment charge, if applicable.
- Installation or activation charges.
- Add-ons such as SecureHome, static IP, or enhanced support.
- VAT or tax adjustments where applicable.
Example
If your package changed halfway through your billing period, your bill may show both your old and new packages.
| Line item | Meaning |
|---|---|
| UltraFast Fibre 500, 1–14 June | Charge for old package before the upgrade |
| Credit for unused UltraFast Fibre 500 | Refund for the part of the old package not used |
| UltraFast Fibre 900, 15–30 June | Charge for the new package after the upgrade |
| SmartHub Plus | Equipment or rental item if selected |
| Promotional discount | Any offer applied to the new package |
Step 1: Check the package-change date
- Sign in to your Nexora Connect account.
- Open Billing.
- Select the latest bill.
- Look for the date your package changed.
- Compare this date with the line items on your bill.
Step 2: Check for credits
Credits may appear as negative amounts. These usually mean you have been refunded for an unused part of your previous package.
If a credit is missing, wait until the next bill cycle. Some adjustments may appear on the following bill.
Step 3: Check promotional discounts
If your package included a promotion, check:
- The promotion start date.
- The length of the discount period.
- Whether the discount applies to broadband only or to add-ons as well.
- Whether the discount appears as a separate line item.
Step 4: Check one-off charges
One-off charges may include:
- Engineer installation.
- Router delivery.
- SmartHub Plus upgrade.
- Early package-change fee.
- Activation fee.
- Missed appointment charge.
These should not normally appear every month.
When to contact support
Contact Nexora Support if:
- You do not recognise a charge.
- A promised discount is missing.
- You were charged twice for the same service period.
- Your package was changed without your request.
- Your bill is still incorrect after the next billing cycle.
- You need help understanding several adjustments.
