The date of your PacketSky debit order depends on whether it is for a standard monthly invoice or your first pro-rata invoice.

Standard monthly invoices

Debit orders for standard monthly invoices are processed on the first working day of the month.

For example:

• If the first day of the month is a normal weekday, the debit order is submitted on that day.
• If the month begins on a weekend or public holiday, it is submitted on the next working day.

Your bank may take additional time to display or finalise the transaction.

Initial pro-rata invoices

The debit order for an initial pro-rata invoice is normally processed on the 15th of the month (or next working day).

This first invoice may include:

• A pro-rata service fee
• Installation or activation fees
• Router or hardware charges
• Delivery charges
• Other approved once-off items

What happens if my service is activated after the 15th?

If your service is activated after the 15th, the initial pro-rata invoice is normally collected on the first working day of the following month.

It may be collected together with the following month’s standard invoice.

Important: This combined collection may be higher than your usual monthly service fee because it can include both the first invoice and the next month’s fee.

Can I change the collection date?

PacketSky debit-order dates cannot currently be changed.

Please ensure that sufficient funds are available before the applicable processing date.

Why has the debit order not appeared yet?

The transaction may not appear immediately because:

• The debit-order file is still being processed
• Your bank has not yet displayed the transaction
• A weekend or public holiday affected the date
• The debit order was returned or rejected
• The account details require attention

Check the Customer Portal and your bank account before making a manual payment.

What if the debit order fails?

PacketSky will notify you if the debit order is returned unpaid.

The failed collection cannot be rerun, so the outstanding balance must be paid manually using the instructions supplied by PacketSky.