Billing & Accounts FAQs
Our Start Support Experts are here to help for any problem, big or small. Getting in touch is easy, you can call us Monday to Friday between 8.30am and 6pm EST on 1300 475 155, or send us an email at customerservice@startbroadband.com.au.
Don’t forget you can fix most problems pretty quickly by checking out our Frequently Asked Questions below.
How can I change my account details such as my email address or payment method?
If you need to change your billing email address or payment method you can give us a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au and we will update your information in our systems.
How can I add a contact to my Start account?
You can add a contact to your Start account by giving us a call Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au and we’ll get things sorted for you quick smart.
A contact is a nominated representative who has permission to make account inquiries and changes on behalf of the account holder.
When will I be billed for my Start service?
You will receive your Start bill via email in the first week of each month.
Your Start bill is due around the middle of each month (usually the 14th) and will be direct debited from your nominated credit card or bank account.
For Start bills more than 5 days overdue a late payment fee of $19.95 may be applied.
Pay by phone
If you want to pay your Start Bill over the phone, you can give us a call at anytime on 1300 840 510.
Can I pay for my Start service over the phone?
If you want to pay your Start Bill over the phone, you can give us a call at anytime on 1300 840 510 and select option one.
For Start bills more than 5 days overdue a late payment fee of $19.95 may be applied.
Why is my first bill more than the subscription cost of my Start Bundle?
The first bill is usually a bit higher than normal. Firstly, it will include your first months Start Bundle subscription in advance plus a pro-rata amount from the time between when you joined and your first bill. Secondly, any other set-up or modem costs will appear on your first bill.
You can download an example PDF copy of a first bill here.
From your second bill you can expect to see the standard monthly subscription of your Start Bundle plus any non-included Start Talk usage from the previous month.
You can download an example PDF copy of a second bill here.
Note that for customers requiring a new phone line to be set up, any associated Line Connection charges will appear on either your first or second bill. These phone line connection charges are pass-through charges from Telstra.
For more details regarding phone line connection charges click here.
Where can I get help understanding my bill?
You can click here for a few hints and tips to help with understanding your Start bill.
You can also call us Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
How can I pay my Start Bill via BPAY?
You can pay your Start bill via BPAY, however your first payment must be made by credit or debit card.
Once your Start service is up and running you can request BPAY payment details by calling us Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au.
Provided your BPAY payment lands before the due date, the credit or debit card you nominated at sign up will not be charged.
For Start bills more than 5 days overdue a late payment fee of $19.95 may be applied.
What happens if my Start bill is not paid on time?
Your Start bill is due around the middle of each month (usually the 14th) and will be direct debited from your nominated credit card or bank account.
You can also pay your Start bill via BPAY. Provided your BPAY payment lands before the due date, the credit or debit card you nominated at sign up will not be charged.
Start will always contact you in the event your direct debit fails and you can make a manual payment by calling us at anytime on 1300 840 510 and select option one.
For Start bills more than 5 days overdue a late payment fee of $19.95 may be applied.
What happens if I cancel my Start service during my contract period?
If you choose to cancel your Start Bundle within your contract period you will be charged an early termination fee equivalent to the number of months remaining on your contract multiplied by the lowest cost Start Bundle available, up to a maximum of 6 months.
Where can I find details on Start’s products and policies?
You can find all of the detail on Start products and policies on our Legal Stuff webpage.
Can I request a payment extension?
If you need more time to pay your bill please let us know as soon as possible by calling us Monday to Friday between 8.30am and 6pm EST on 1300 475 155 or send us an email to customerservice@startbroadband.com.au so we can arrange a payment extension.
Start has a Financial Hardship Policy for customers who are unable to pay their Start bill (for reasons such as illness, unemployment or another reasonable cause), but they are reasonably expected to be able to do so with an adjustment to their payment and / or service arrangements.
You can download a PDF copy of our Financial Hardship Policy here.
How do I make a complaint?
At Start we pride ourselves on delivering excellent customer service, however occasionally things don’t go as well as we would like. That’s why we have a Complaints Process which is designed to resolve your issue as quickly as possible.
You can check out the Start Complaints Process here.
