Accounts

You will be assigned a new Voyager Account Code, which we'd appreciate you use when calling up our team. But our team can still search by your old account code if needed.

Invoicing

You’ll start receiving a new look, Voyager branded invoice. Your billing period will remain the same. You'll continue to be charged the same amount for your services, and for the same billing period. But rather than being invoiced 28 days in advance, we'll invoice you at the start of the period, with payment due 14 days later.

Payments

Existing payment arrangements remain in place.

• Automatic payment arrangements will be automatically forwarded to our bank account.
• Credit Card payment arrangements will continue and be charged 10 days after the invoice date.
• Manual payments and new payment arrangements will need to be updated to our bank account– Voyager Internet 12-3221-0092790-00.

Our Bank account details and information on how to pay will be included on your new invoice.

As part of the migration, your account will be moved on to our standard terms and conditions. Since this variation affects your regular monthly invoice cycle, we are providing you with HD Net’s required 30-days’ notice of this change. A copy of Voyager’s Terms & Conditions can be found here.

Pricing

Your current broadband plan and pricing remains unchanged, except for those that may happen to be paying more than Voyager’s standard rates. If this is the case, your monthly charge will be reduced to align with Voyager’s standard pricing. Standard Voyager rates will apply on any subsequent broadband service change or move address. You can view Voyager’s home broadband rates and plans here.

Username and Password

Your existing broadband username and password remains unchanged.

Static IP

If you currently have a static IP service included in your subscription, details of your new Static IP address will be communicated to you well ahead of any change.

Migration

Don’t worry, the changeover will be simple and there will be minimal disruption to your service. Most likely, you won’t even notice the change - other than Voyager’s awesome speeds! Some may experience a brief loss of connectivity for a few minutes whilst your service is transferred to the Voyager network.

Here's what you can expect:

In the coming weeks, our team will be in touch when we’re ready to start planning to move your services over to Voyager.

• You’ll receive an initial notification to let you know we’ve started planning your migration.
• Approx. 24-48 hrs later, we’ll send another notification confirming your planned migration date. This notification will also include details of your new Static IP address, if you subscribe to one currently. Actual planned migration dates will be approximately 5 business days from this point, 10 days if you have a Static IP.
• On the planned migration date, your service will drop briefly, as it switches over to the Voyager Network, and then resume connectivity within a few minutes.
• If you have a static IP, you will need to be prepared to update any configuration with the new Static IP address one once connectivity resumes.
• You’ll then receive a third notification to confirm that your migration is complete.
• If you also have a VoIP service, we’ll be in touch within 1-2 days to assist you with those configuration changes.

Pricing

Your current VoIP phone pricing remains unchanged. Voyager’s VoIP lines include free national calling and free voicemail, and you’ll also have access to Voyager’s competitive calling rates and bundles. You can view Voyager’s Voice Rates here.

Voicemail

Voicemail comes free with all our VoIP lines so if you don’t currently have voicemail, we’ll provide details on how to set this up.

If you currently have a voicemail service with HD this will become free with Voyager. We’ll need to migrate you over to our voicemail platform, but we’ll contact you directly to assist setting this up. We can bring across your existing recorded greetings and any voicemail messages you wish to keep can be exported for you.

SIP Credentials (Username and Password)

New SIP registration credentials will be included in the confirmation of your planned migration date notification.

Migration

Don’t worry about making any changes to your VOIP configuration yet. We will contact you directly to assist in reconfiguring this and confirm it is all working correctly. Your VOIP service will continue to work as it is.