Changes to 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 your summer 2021 invoice, but we have created this webpage to make sure you have a resource to keep you informed on the upcoming changes.  

In the update you will find a summary of changes and answers to some of your important questions as well as a preview of the new invoice format. Don’t worry, closer to receiving your new invoice, we will share with you a detailed Invoice Guide to breakdown each section.  


Summary of changes to your Allstream invoice.  

Important updates include: 

  • Your billing date may change. This could be anywhere from one (1) day prior up to three (3) days after your current bill date. 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.  
  • As your invoice date may change, so too might your payment due date. Please look at the Payment Due Date on your remittance slip.  
  • We are introducing new account numbers. You can find this in the dedicated section top right.  
  • 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.  

Some format changes include: 

  1. A dedicated section in the top right summarizing your account information to ensure you will always have quick and easy access to this information.
  2. A high-level summary of your monthly account charges with all the individual charges listed on the following page(s).
  3. A consolidated view of your charges in one structured, easy-to-read invoice. 
  4. Your Long Distance (LD) usage is summarized. If you want to see the details, you can find them on our our customer portal (https://my.allstream.com). 

PLEASE NOTE:  

If you have a billing date change, you may notice an extra line showing the proration of your billing plus an additional line showing the normal full 30 day in advance. You will only see the proration associated with the date change 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.   

When it comes to making payments, you have options. You can now make payments online through our customer portal (https://my.allstream.com), using your banking information or credit card. Both credit card and banking payments can be set up to be one-time only or recurring. If you’d prefer to pay by cheque, invoices still include a remittance slip, which you must print and include with your payment cheque. 

To get started, you will need an Allstream portal user account. If you do not have an account already, 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. 


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, but these changes are new improvements. Additionally, the format and layout of the invoice may appear differently. Shortly before you receive your first invoice, we will send you another notice to revisit this webpage where you will find a simple Invoice Guide to help you interpret your new bill. 

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.  

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 a billing 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: 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 credit card payments, 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 credit card payments, 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 format, please reach out to us. Please contact your Account Consultant or the Customer Service number printed on your invoice.