FibreOP billing migration FAQ
What’s happening to my account number?
Under the new billing system, you will have a new account number. On April 12th, your new account number will be the last eight digits of your current account number, 123XXXXXXXX.
What is happening to my online account, My Account?
A new My Account portal will be launched April 12th, 2021. You will need to re-register to the new My Account portal starting April 12th. To register you will need your new eight digit account number, your service ID and the last name on your invoice. The service ID is your FibreOP telephone number, if you don’t have a FibreOP telephone number, the service ID is your current 11 digit account number.
I am currently registered for pre-authorized payments, what will happen to my payments?
If you are currently registered for pre-authorized payments, you will no longer have payments automatically withdrawn under the new billing system until you have re-registered. You will need to re-register for pre-authorized payment online through the new My Account portal available starting April 12th, 2021. You will need to manually pay your bill through your financial institution or by mail until you have re-registered.
I currently use the "Pay up to Amounts", what will happened to my preselected amount?
This option will no longer be available as a payment option. If you register for Pre-Authorized Payments after April 12th the full amount of the bill will be withdrawn.
Why will my initial bill be higher?
We will be switching from charging monthly fees in arrears (at the end of your billing period) to charging in advance (at the beginning of your billing period). As a result, your first bill after April 12 will be higher than usual as it covers two billing periods: past monthly charges and upcoming monthly charges. This will be a one-time occurrence. Subsequent bills will be for one month only.
I currently make payments through my financial institution, what will happen to my payments?
If you are currently making payments through your financial institution such as online banking, telephone banking or in-person, you will need to update your account number with your financial institution once you have received your first bill after April 12th, 2021.
What is happening to my GO Apps?
Starting April 12, if you are a TV subscriber using GO Apps such as CTV and Crave, you will need to use your new My Account credentials to sign in.