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Life can be filled with unexpected challenges—a sudden illness, job loss or other financial hardship. If you receive a collection notice and are facing possible disconnection, please call 519.842.9200 to discuss your situation.
What happens when a payment is late
|Late Payment Stage||Action|
|Bill is issued and mailed||Payment from the customer is due 19 days later|
|If no payment is received after 29 days…||Customer receives a collection letter advising of a service disconnection date.|
|If no payment is received after 37 days…||Customer receives a phone call warning that service will be discontinued in 48 hours.|
|If no payment is received after 39 days…||Customer’s service is disconnected|
|If disconnection occurs…||Customer must make the late payment in-person at the Tillsonburg Customer Service Centre at 10 Lisgar Ave. before service can be reconnected.|
It's important for you to understand the impact of late or missed payments on your service.
The table above highlights what happens when a payment is not received.
How to avoid disconnection
Emergency credit card payments can be made through a third-party provider (additional fees apply) to prevent disconnection.
What happens after disconnection
If your service is disconnected, you will be charged an additional service fee to reconnect it. The timing of your payment will determine how soon your service is reconnected.
- If payment is made on Monday to Friday before 3 p.m. and reconnection is requested, service will be reconnected the same day. A service fee of $73.45 applies.
- If payment is made on Monday to Friday after 3 p.m. and reconnection is requested, service will be reconnected on the next business day. A service fee of $73.45 applies.
- If payment is made on Monday to Friday after 3 p.m. and same-day reconnection is requested, service will be reconnected on the same day. A service fee of $209.05 applies.