Your first bill explained

Your first bill will be higher than your monthly plan price. It covers two periods — the days from your connection date to the end of that month, plus your first full month ahead. It's a one-off, and your next bill will be your normal monthly amount.

1. How you're billed

  • Charges start on connection. Nothing is charged before the date your internet is connected.

  • Billing runs on calendar months — the start of the month to the end of the month.

  • Service charges are billed in advance for the month ahead — your plan, Flip TV and any packs.

  • Calls are billed in arrears, after you've made them. So last month's calls sit alongside next month's plan charge on the same bill.

  • On your bank statement, Flip payments appear as "FLIP TV" or "FLIP AU". Either way it's the same company and your Flip service.

2. Why your first bill covers two periods

Connected 26 May, on the NBN 100 Seniors plan at $74.00 per month.

3. The two bills, side by side

The earlier in the month you're connected, the larger the pro-rata charge. Connected near the end of the month and it's only a few days. Connected on the 1st and it's a full extra month — so your first bill would be close to double your monthly price. Either way, it happens once.

4. Reading your bill

The numbered markers point to the parts worth checking.

PAGE 1 — Account summary

SUMMARY OF CHARGES

  1. Total Amount Due. The figure that surprised you. On a first bill it covers two periods — see markers 5 and 6.

  2. Payment Due Date. Around two weeks after the issue date. Pay by then to avoid late fees or an interruption.

  3. Account Number. Have this ready if you contact us — it's the fastest way for us to find you.

  4. Period Ending Date. The end of the period covered for phone and mobile calls. Your plan charges run to a different date — that's normal.

  5. The pro-rata charge. Part of a month, from your connection date to the end of that month. This line appears once and never again.

  6. The month ahead. Your normal monthly charge, billed in advance. This is what every future bill looks like. The reference starting AVC is your NBN service ID.

  7. The modem, listed twice. Once as a charge and once as a credit for the same amount. They cancel each other out — the Other Charges subtotal is $0.00 and nothing for the modem is included in your Grand Total.

Check the dates, not just the amounts. Two lines for the same service look like a double charge until you read the date ranges beside them. They cover different periods.

And check the subtotals. A $219.00 modem charge is alarming on its own. Read down two lines to the Other Charges subtotal and you'll see it nets to $0.00.

5. How and when to pay

  • Direct debit: the simplest option — it comes out automatically each month and appears as FLIP TV or FLIP AU on your statement.

  • Bank NAB: take the deposit slip attached to your bill to your nearest NAB branch to pay direct.

  • Cheques: make cheques payable to FLIP TV Pty Ltd, and write your telephone number or account number on the reverse.

  • Mailing address: Flip TV Pty Ltd, Locked Bag 9004, Maroubra NSW 2035

Common questions

My bill is higher than the price I signed up for

Your first bill includes the pro-rata part-month plus the month ahead. Compare the two date ranges in your Summary of Charges against the sample above. Your next bill will be your standard monthly amount.

Why is there a $219.00 modem charge on my bill?

Look at the two modem lines together. One is a charge and one is a credit for the same amount, so the Other Charges subtotal is $0.00 and the modem adds nothing to your Grand Total.

It's shown this way so your bill records the modem you received alongside the credit that covers it.

Have I been charged twice for the same thing?

No. For your plan, the two lines cover different periods — one is the part-month you've already used, the other is the month coming up. The date range beside each line shows which is which.

For the modem, the two lines are a charge and a matching credit, which cancel out.

Why am I paying before I've used the service?

Service charges — your internet plan, Flip TV and any packs — are billed in advance for the month ahead. That's standard across most providers.

Call charges work the other way. They're billed in arrears, after you've made them.

Why are there calls from last month on this bill?

Because calls are billed in arrears. Calls you made in May appear on the bill issued in early June, alongside June's plan charge.

What will my next bill be?

Your standard monthly plan charge, plus any add-ons and any calls from the previous month. No pro-rata charge — that appears once only.

Can I change my billing date?

Flip bills on calendar months for every customer, so the date is fixed. Direct debit is the easiest way to keep it hands-off.

I can't pay this amount right now

Please call us before your due date. We'd much rather hear from you early and work something out than interrupt your service.

I think there's a genuine error on my bill

Give us a call with your account number and invoice number to hand — both are at the top of page 1 — and we'll go through it line by line.

Need more help?

If you have a question about your bill or see a charge you don't understand, our team is happy to help.

1300 354 788

Monday to Friday 9:00 am – 6:00 pm AEST  ·  Closed Saturday & Sunday

Figures shown are an example only. Your own plan price and connection date will differ.