Understand your Allstream Invoice.

To make it easier to review and understand your bill, we’re introducing a new, simplified invoice format. This change is part of our ongoing commitment to improve our service to you. 

The new format will be introduced in fall 2021. On this webpage, you will find a detailed Invoice Guide to breakdown the new invoice format and each section.  

For details about all the changes i.e., new account numbers, bill payments, etc., please review the FAQs below.  

We will regularly update this webpage with new information. We encourage you to check back to see if there are any changes. 

CLICK HERE TO VIEW YOUR DETAILED INVOICE GUIDE


Important updates: 

With the new invoicing format comes other changes, including the introduction of new account numbers. You can find this in the dedicated section at the top right of the invoice. Please make note of your new Account Number and its associated product(s), as you will need to reference it with any payment processing communications with Allstream.   


Frequently Asked Questions 

Q: Why are we doing this? 

A: We are standardizing our invoicing platform to provide you with a simplified invoice format. This standardization will make it easier for our team to support you better.

You will notice some changes to your bill, including, but not limited to, account numbers and payment due dates. The format and layout of the invoice may appear differently. But these changes are new improvements. The Invoice Guide, linked to at the top of this page, is your guide to becoming more familiar with the new layout and format of the invoice. It also breaks down each section to ensure you understand how to read the invoice clearly.  

Q: Do I have a new account number? 

A: We will be introducing new account numbers. You can find this in the dedicated section at the top right of the invoice. Please make note of your new Account Number and its associated product(s), as you will need to reference it with any payment processing communications with Allstream.  

To view your old and new account numbers, you can visit the Allstream Customer Portal ((https://my.allstream.com) in the Billing Center, under Account Selector, you will see a list of your new and old account numbers (new#/old#).   

Q: Will my invoice date change?

A: It may change and it could be anywhere from receiving your bill one (1) day prior to when you have been receiving it, up to three (3) days after you normally receive it.  We understand this may cause some inconveniences, which is why it is important to find your new invoice date in the top right dedicated section under Invoice Date.  If your invoice date changes, your payment due date will adjust accordingly, and you can find your new payment due date on the first page of your new bill.   

Q: Will there be any proration charges on my invoice?

A: If you have an invoice date change, you may notice some proration charges on your invoice. You will only see this on the first new invoice, and it reflects the proration related to the change of invoice date. You can find this information in the Partial Month Charges section of the invoice. If you don’t have a billing date change, please disregard.   

Q: Why do the usage charges look different on the first invoice? 

A: We have multiple bill cycles which will be impacted when we change to our new billing system. Your last invoice on our old system may show less than 30 days’ worth of usage and the first invoice on our new system will show more than 30 days. Together they will cover 60 days. Rest assured; you will not have duplicate billing of your usage.  

On your printed bill you won’t see the call details, you will only see Summary of Usage. For details of your call records please visit the Allstream Customer Portal (https://my.allstream.com).   

Q: What are the 911 municipal charges on my invoice? 

A: On your new invoices in the taxes and surcharges section of your invoices, you may notice a line item for 911 Municipal. 911 Municipal is a fee administered by provincial, territorial and municipal governments to support emergency responder systems.   

Q: Where and how do I pay my invoice? 

A: When it comes to making a payment, you have options. If you’d like to mail in a cheque, invoices still include a remittance slip, which you must print and include with your payment cheque. Invoices can also be paid online through our customer portal (https://my.allstream.com). Payments can be made either using banking information or a credit card, set up to be one-time only or recurring payments. You will need an account to pay through the customer portal. 

If you do not already have an Allstream portal user account, click create a new account to set up your account. Once you’ve logged in, from the MY ACCOUNT menu, select Billing Center. Click the Add Account option to add a bank account or credit card number. Once a payment account has been added, you can make a one-time manual payment or set up recurring payments using the AutoPay feature.   

Q: Will I continue to receive my invoices in the mail? 

A: Yes, you will continue to receive your invoices in the mail. You can always view your invoice online through our customer portal (https://my.allstream.com). In the near future, you will be able to sign up to go paperless and receive notification emails when your invoice is ready.   

Q: Can I access my Allstream account online?

A: Yes, you can access your account through our customer portal (https://my.allstream.com). In the portal you will also be able to electronically submit outage tickets and access the Allstream Portal Reports page, where you can go to find your invoice summary and supporting reports all in the same location. 

If you do not already have an Allstream portal user account, click create a new account to set up your account. Once you’ve logged in, from the MY ACCOUNT menu, select Billing Center. Click the Add Account option to add a bank account or credit card number. Once a payment account has been added, you can make a one-time manual payment or set up recurring payments using the AutoPay feature.   

Q: What types of payments are accepted through online bill pay?

A: Allstream customers can make payments online through our customer portal (https://my.allstream.com). Payments can be made either using banking information or a credit card, set up to be one-time only or recurring payments. You will need an account to pay using the customer portal.   

Q: Where can I find my payment history and invoicing information?

A: You can easily find your payment history and invoicing information on your newly formatted Allstream invoice under the Monthly Invoice Summary. You can also view your account history through our online customer portal (https://my.allstream.com) by selecting Billing Center from the My Account  menu 

Should you have any questions about the new invoice, please reach out to us. Please contact your Account Consultant or the Customer Service number printed on your invoice under the Contact Us section.