Posted by James Markham, Last modified by Con Georgiopoulos on 25 February 2019 08:43 AM
This FAQ will answer some of the more general questions you might have about your order, click a question below to fast-forward to a section.
Once your order is received our provisioning team will verify your order details, then perform some additional checks on your order.
After your order is verified we will create your account, which means you can now log into our Order Tracker (this usually takes about 24 hours from when you place your order).
Please see the table below for estimates on order delivery times, we recommend viewing the 'More Information' link that relates to your order type so that you may view specific information regarding your service installation.
Our delivery time frames heavily depend on infrastructure available at your address, please note that these are provided to be a guide only, and are based on our average delivery times.
At almost every step of the way we will keep you updated on your order, you should expect to receive emails & SMS from us when you order is submitted, and when it is completed.
Occasionally we may run into issues, this can happen at any stage of the install process. If this happens we will notify you via email, and one of our agents will call you ASAP to attempt to resolve whatever issue may have ocured.
Your first bill will be received shortly after the first service on your account activated. This bill will contain any upfront or setup charges for that service, as well as an alignment of charges to your 'bill period'. Some customers receive a bill before their entire order is completed. For example, a customer has ordered a bundle, and their phone was connected before the broadband. If a bill run is scheduled after this then you will receive an invoice for the active service.
You can read more information about our billing process here.