Why was my Bill Credit claim declined?

Common reasons a claim may be rejected

Your claim may be declined if:

The claim was submitted too late

Claims must be submitted within 30 days of installation.

The final bill was missing information

Your final bill must clearly show all the required information below. Partial bills, screenshots or cropped images will not be accepted.

  • Your name
  • Service address
  • Previous provider
  • Early termination charge amount

The file wasn't submitted in PDF format

Only PDF documents can be accepted.

The bill does not show an early termination charge

The Bill Credit Offer only applies to early termination fees charged by your previous broadband provider.

The account is no longer active

You must remain a Community Fibre customer while your claim is being processed.

Payments are overdue

Your Community Fibre account must be up to date before a credit can be applied.

Duplicate claim

Only one claim can be made per qualifying broadband order.

TV / Calls / Content claim

Bill Credits are only available for eligible broadband early termination fees. Cancellation fees relating to TV services / TV packages or Calls services/packages are not covered.