Changes to your Mobile Service FAQs

We’re making some important changes to your mobile plan, the way we bill you and MyDodo.

• Please see a summary of our new mobile plan offering in the table below. Data and international calling packs will be available in MyDodo once the change is complete.
• Any discounts you currently enjoy with your service will stay the same. 
• Any mobile add-on packs you have on your service will drop off when we change your plan. 

PS - if you decide to review all our plans and make a change after we’ve updated your service, you can do so easily in MyDodo.

Critical Information Summary

• In the past, we sent you a bill and took your payment 7 days later. Once your service is updated, your monthly direct debit payment will be taken on the start of your bill cycle. This means your next payment will be taken out a week earlier but will still cover the full month ahead. This will be your new ongoing monthly direct debit date.
• If your account has an unpaid balance at the time we change your service, we’ll first carry your balance forward which will be displayed in MyDodo as 'Balance Carried Over'. After the change to your service has been made, we’ll take a payment to clear your account. If this payment is unsuccessful, we’ll need you to manually make a payment to avoid disruptions to your service. 
• If you currently pay your bills via direct debit from your bank account, we need to let you know that the facility we use to process your payment will change. But not to worry, this doesn’t affect your payment at all and there’s nothing you need to do. For more information, please refer to your Direct Debit Service Agreement.

We won’t send you a bill via email each month. Instead on the date of your monthly billing cycle, your bill will be created and stored online in MyDodo along with copies of all historical bills.

Unfortunately, your payment date is tied to the bill cycle for your service and is set based on the day your service first activated. It can’t be changed. 

We’ve updated our system so you can access all the information about your account with us via MyDodo.   You can also now get in touch with the Dodo team wherever and whenever you need to, with no need to wait or spend time in queues. MyDodo can be accessed from your computer, tablet or mobile phone.

There are plenty of things you can do in MyDodo.

• View bills
• Update your payment information
• Update your contact details 
• Request a payment extension
• Make a one-off payment
• Access up to 12 months’ payment history
• Troubleshoot problems
• Ask a question to the Dodo team

To stay in touch with the Dodo team, just raise a service request via MyDodo.  If we need to get in touch for any more information, we’ll email you.

You’ll also find a range of help and guides at Dodo Support.