Life can be filled with unexpected challenges—a sudden illness, job loss or other financial hardship. If you receive a collection notice and are facing possible disconnection, please call 519.842.9200 to discuss your situation.
Customers also have the option to pay by credit card through a third-party provider (additional service fees apply).
A summary of our billing cycle is provided below for your reference.
| Billing by stage | Action |
|---|---|
| Bill is issued and mailed | Payment from customer is due 19 days later |
| If no payment is received after 29 days | Customer receives a collection letter and advised of a disconnect date |
| If no payment is received after 37 days | Customer receives a phone call warning that service will be disconnected in 48 hours |
| If no payment is received at 39 days | Customer’s service is disconnected |
| If disconnection occurs… | Customer must make payment in person before service can be reconnected. |
| If payment is made BEFORE 3pm (Mon-Fri) and reconnection is requested… | Service is reconnected the same day. A service fee of $73.45 is applied. |
| If payment is made AFTER 3pm (Mon-Fri) and reconnection is requested… | Service is reconnected the next business day. Service fee of $73.45 is applied. |
| If payment is made AFTER 3pm (Mon-Fri) and same-day reconnection is requested… | Service is reconnected same day. A service fee of $209.05 is applied. |