FAQs

Billing Questions

What is a continuation fee?

This charge occurs when a customer is late on payment, made a partial payment or didn't pay at all.

When do late fees get applied to my account?

A charge of $0.02 of the balance owed occurs when your bill is paid AFTER the designated due date.

What is a transporter surcharge?

A regulatory and administrative fee set by the client companies to cover legal, regulatory and business expenses.

What is a bill processing charge?

It’s a fee to cover the expenses of paper billing. To enroll in paperless billing click here.

Where can I find my current balance?

To find your current balance, log in to your online account. You'll see it in the upper left-hand corner of the “Account Overview” page or by following these steps: Billing & Payment > Statements.

When is my balance due?

Your balance is always due by the specified due date printed on your bill (also on your account overview).

How long does it take for credit to be reflected on my bill?

Any credit applied to your account will be reflected in the following billing cycle.

Account Questions

Why is my account blocked?

Your account may be blocked for several reasons. There may be a connection issue, billing issue or a security issue with your account. We ask that you contact us immediately when you notice your account is blocked.

I forgot my username and password. How can I retrieve them?

Visit the login page and select “Forgot Password.”

How can I update my phone number or other contact information?

You can update all contact information in your online account. Otherwise, just email customercare@pulsetele.com.au or call 028.003.6195

How do I update my credit card number?

You can update all payment information in your online account profile. Otherwise, just email customercare@pulsetele.com.au or call 028.003.6195

Payment Questions

When will my online payment post?

If you have made a payment on our website, it is posted to your account immediately. If your payment was made through online banking, then it takes from 5 to 10 days for it to appear on your account.

How can I make a payment?

Payments can be made:
  • By mail with check or money order
  • By phone (028.003.6195) with credit card
  • In your online account
  • Automatically with our Automatic Payment program

Can I pay my bill through my bank?

Yes, you can pay your bill using an active bank account. However, please remember to pay by the due date. It may take 5-10 business days for a bank to send a check.

What credit cards do you accept?

Pulse Telecom accepts the following major credit cards: Visa and MasterCard.

Can I cancel a payment I just made online?

Yes. Payments may only be canceled if made by a credit or debit card. To cancel, call 028.003.6195 right after processing the payment.

Where do I view my payments?

You can view your payment history in your online account.

Other

Where can I report any technical issues I am experiencing?

You can:

How can I find out my account balance?

You can log in to your account or contact customer service to check your balance.

How can I see the status of my reported concerns?

Visit your “Activity Log” in your online account here.

Why isn’t the registration page accepting my phone number/account number?

The online registration page will not accept your information if you are on the wrong country's website. Please make sure all Canadian accounts are registered at www.pulsetelecom.ca, all American accounts are registered at www.pulsetele.com and all Australian accounts are registered at www.pulsetele.com.au. Also, when registering, please use numeric digits only – do not use any dashes or spaces.

How do I cancel my account?

To cancel your account, please email customercare@pulsetele.com.au or call 028.003.6195

How do I set up an online account?

You can sign up for Pulse services here or register for a new account here.

Where do I find my account number?

Your account number can be found in the upper left-hand corner of your invoice or your account overview page.