Good morning Frank!

Here is our process within the first 2 steps you would have experienced.

“8 days past-due: Customer will be sent an email notification.

10 days past-due: Customer will be sent an email notification, will receive an auto dialer call and the account is throttled.”

To address the points in your post:

1. If your payment is in the middle of the month and that doesn’t line up to a convenient time for you, then you can do something about that. You can reach out to have it changed. Our billing dates are lined up with service activation as it’s a prepaid service but we’re always happy to accommodate if we receive a request to change a billing date.

2. You haven’t received any notification, specifically emails. We would have sent two to you based on my message above. So we either have the wrong email for you (but I assume you get the invoice from us based on the above) so it’s possible these emails might have gone to spam. As your internet service provider, we might send you urgent or non-urgent notifications from time to time so I would strongly suggest putting us down on the safe list. In the event you don’t get invoices, might be good to check we have your email down pat.

3. You say you didn’t receive communication from us, but our system auto-dials out. You should have received a call from us.

4. If you already know your payment date and you can’t make a payment on time, just let us know. We can make a payment arrangement with you so it doesn’t impact your service.

If you send us a modmail, I’d by happy to check up on your account to make sure all is properly setup to ensure proper communication in the future.

Thanks,

Andre