At Bendigo Telco, we’re always looking for ways to refine our processes and provide the best possible experience for our customers. As part of our ongoing commitment to improvement, we are performing a billing system upgrade in the coming months which will affect customers who were formerly with Bendigo Bank Telco.
The billing system migration will take place between September and mid-October.
Why does my bill look different?
We are moving your account over on to the Bendigo Telco billing platform. This is the final stage of the Bendigo Bank Telco acquisition that took place in March this year. Your service remains unchanged but your bill just looks slightly different. If you are having difficulty understanding your new bill, please click here to see your bill explained
Why is the historical billing graph empty and/or not match my previous invoice amounts?
When migrating customers to our main billing system, we generated historical account balances at different time periods in order to populate the graph.
If your bill is showing previous months as having a zero balance, this means that you most likely paid your bills on time and in full.
If your bill is showing previous months having a different balance to what you were invoiced, this is because the number on that graph is represented by the account balance, as opposed to the invoice total. For example, your bill total may have been $60 for the month, but if you had a $20 credit remaining from the previous month, then the account balance would be $40.
Why do I have a different account number?
As we are moving your account over to the Bendigo Telco billing system, we have had to create you a new account number. Don’t worry, everything else on your account remains unchanged, we have just simply transferred this across under a new account number.
Will I need to change my payments details?
If you currently have a Direct Debit payment arrangement set up, this will continue without interruption. You will not be required to provide us with these details again.
If you use BPAY to pay your bill, you will need to ensure you use the new Biller code, as well as your updated account number.
If you currently use My Service Centre to pay your bill via Credit Card, you will now be required to use your new online customer portal to do this. We have moved your account over to the Bendigo Telco customer portal, SmartCentre.
If you currently pay your bill in person at a Bendigo Bank branch this remains the same. Just be sure to quote your new account number!
Why has the cost of my service plan changed?
During the migration of your account over to the Bendigo Telco billing platform, we noticed we had the option to move your service on to a new plan that would result in a better value for money option for you. Rest assured you have only been moved on to a new plan that is of financial benefit to you – we have made sure no customers have been disadvantaged by this move.
Why can’t I access My Service Centre?
We are moving your account over to the Bendigo Telco online customer portal – SmartCentre. This portal operates in a similar fashion to MyServiceCentre
You will require new login details for this portal that will be different to your My Service Centre credentials. These will be sent via email to your primary contact email in the coming weeks. Your username will be your new account number, while you will be given a new temporary password which you can reset upon your first login.
How do I view my service usage now?
Similar to how you have become accustomed to checking your service usage through My Service Centre, you will now be able to do the same thing through the Bendigo Telco online customer portal, SmartCentre.
SmartCentre can be used to perform the following tasks:
- View service usage.
- Pay a bill.
- Set up/Update Direct Debit details.
- View in place orders and their progress.
- Activate mobile SIM cards
If you have any questions about how to use SmartCentre, please see our Smart Centre FAQ Support Article.