Frequently asked questions
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When you first subscribe you can see your latest month's account information. This will accumulate until you can see a maximum of the last three months 'Summary' and 'Detail' data and up to thirteen months 'Statement' information.
All statements and reports can be exported so you can store them indefinitely.
To ensure the person registering to BillView Online has the authority to access the data, this tool provides an approval process. This simply involves requesting approval from a senior member in the organisation as determined by Telecoms records, if the subscriber themselves is not recorded as such.
The person who first signs an organisation on to BillView Online will become the administrator for that organisation, and have full access to view all its Telecom billed data. In the case of Billing Analyst, they will also have the ability to set up and control the access of additional users. Because of this ability to view and control confidential information, we need to ensure access is only given to people who are internally authorised to have it.
For most business customers we will seek this authorisation from one the following, according to the information in our records:
- Chief Executive Officer
- Chief Financial Officer
- General Manager
- Managing Director
- Director
The authorisation contact will be taken from the information held in Telecom's records.
The BillView Online administrator in your company will be able to view all your Telecom accounts.
Go to the BillView Online registration page and click on the 'Forgot Your Login or Password' link. Enter your name, email address and answer the security question you gave during registration or you have since changed on the 'Setup' page. You will be emailed your user name and password immediately.
Please email billview@telecom.co.nz or call 0800 500 999 during normal business hours (Mon - Fri 8.30am - 5pm).
You can have 5 attempts. To protect the security of your data you will be locked out on your 6th unsuccessful attempt.
BillView Online enables you to run reports using data selection from statement periods and calendar months. If you select a calendar month, you can see all calls that were made in that month, regardless of the date of the statement that they were billed on.
No. BillView Online currently only shows billed information.
No. Please speak to your Telecom Account Manager about what Toll Free reporting options are available.
Your account information will usually be available online within 72 hours. If you are scheduling a report to be run each month in the 'Order Report' screen, please allow for this.
Only one user can be set up to use Billing Summary. If you want to give access to more users, please upgrade to Billing Analyst in the setup screen. Please refer to www.telecom.co.nz/billviewonline for pricing information.
When you subscribe to Billing Summary you get 1 user login. With Billing Analyst you can have up to 10 BillView Online user logins (including the administrator), with additional user bundles available only in groups of 15. These user bundles can be ordered by the administrator by going to the 'Setup' page. Please refer to www.telecom.co.nz/billviewonline for pricing information.
The BillView administrator should change the personal details to another user before he or she leaves. If not, please email billview@telecom.co.nz to get the user name and password of the administrator user changed.
Export your data to .CSV and open this file using Microsoft Excel.
No. Please contact Telecom if you want to make a change to your paper bill.
No. BillView Online is a great way to analyse your bills online but it does not provide a legal invoice.
No. If you are an AAPT customer and want more information on the Trans-Tasman Online Bill Analyser, please contact your AAPT Account Manager.
All users in your company with access to the root node of the master hierarchy can access public hierarchies. Private hierarchies can be viewed and updated only by the user that set them up.
An 'Active' hierarchy will be used for 'Summary' and 'Detail' reports and the 'Cost Allocation' page. A 'Master' hierarchy is used to allocate access to other users in your business.
BillView Online is available to medium and large sized Telecom customers.
Yes. BillView Online will only display current charges for accounts on Custombill (i.e. no brought forward amounts, payments or amounts due).
Charges in BillView Online will not appear at a Custombill invoice or schedule level (this is the 8 digit branch identifier prefixed by your unique 4 digit 'Cube ID'). Instead, your Custombill charges will appear against a standard 9 digit Telecom account number. This number is in your Custombill CUBE 'Default Branch' and shows as a 'Reserved ICMS Account' (click on the 'Service ID Details' notepad button in your CUBE). If you sum all Custombill invoice balances this will equal the balance of all your 'Reserved ICMS Account' numbers in BillView Online (unless your Custombill shows adjustments entered directly into the Custombill application).
Please contact your Telecom Account Manager or call 0800 500 999 if you want more information on the differences between Custombill and BillView Online or want to switch from Custombill to BillView Online.
No, the line descriptions on your paper bill will not show in BillView Online. Account descriptions will show when you first register an account for BillView Online but these can be changed by the user without the changes being reflected on the paper bill.
No. Please contact Telecom to add user and account descriptions to your paper bill.
Charges in BillView Online may not appear in the same section of your Custombill or using Customquery. All charges which bill on a standard Telecom account will appear in BillView Online.
No. There is no restriction on what bill cycle BillView Online customers can be on. BillView Online customers can have accounts with different bill cycles.
The invoice number in BillView Online has been intentionally left blank or appears as N/A.
After you have selected your PDF report to be exported to landscape or portrait and clicked on 'OK', a screen will appear saying 'Processing Data Report...' Clicking on 'Close' will cancel the report. If you have still having problems exporting to PDF, check that pop-ups aren't being blocked by your browser. If pop-ups are allowed but you get an 'Error on Page' message, please contact your system administrator.
Double-clicking on a summary graph or clicking on a hyperlink in a summary report is an easy way to see additional detail but if you want the detailed data in a format to export, please rerun your report using the 'Detail' page.
No. The report will need to be setup again by clicking 'Add Report'.
Service numbers follow an account number unless they have been assigned to a lower node in a hierarchy. Before you can allocate a service number, the account that they are billing to needs to be moved from the Corporate/Unallocated node.
If you are new BillView Online customer and want to upload your Custombill Cube structure, please email the first 4 digits of your Custombill account/schedule number along with your contact details to billview@telecom.co.nz.
BillView Online gives the administrator in your company a view of all its Telecom accounts. If there are account numbers which you no longer need, you can sort by clicking on 'Amount Due', 'Export' the 'Manage Statements' page without selecting any account rows, identify what accounts numbers you no longer need and email this to billview@telecom.co.nz with 'Expire Accounts' in the subject field.
GST and other charges and credits at an account level appear in BillView Online similar to how line level charges (e.g. rentals and calls) show against a service number. The account number will show on the 'Edit Levels' page when only 'Services' are selected as a service number and this can be allocated to the level of the hierarchy that you want these charges to appear. This gives you flexibility in how you allocate your costs.
A 'Service Number' is usually a telephone number and is the level that charges appear. This is the same as a 'Service ID' for Custombill customers.
A 'Node' (or a 'Branch') is a level of a hierarchy. Billing Analyst users can create multiple hierarchies and can assign user access, accounts and service numbers to different levels (Nodes). This is the same as a 'Branch' for Custombill customers except that they cannot be made into an 'invoice'.
Yes. A service number must appear at the same or lower level of a hierarchy than the Telecom account it bills to. An account number can be moved anywhere in the same branch without affecting where the service number sits if this rule is maintained. If a user tries to allocate an account to a lower level in a hierarchy than a service number then the rule must still apply and the line number will be automatically moved to satisfy this rule. This rule also applies for 'Split' service numbers i.e. a service number cannot be split between two accounts at different levels of a hierarchy.
The administrator will probably be the person who originally gave you a user name and password. If you do not remember who this was or if this person has since left your company and you are unable to find out who your BillView Online administrator is, please email billview@telecom.co.nz.
Go to 'Detail' reports and view or edit a 'Service Charges' report (this should appear in the column beside the report name).
The dropdown list displays up to only 100 nodes or branches. If you want to be able to view more, please add the extra nodes to your 'Favourites' in 'Edit Levels'.
BillView Online shows all charges billed to your Telecom account, including landline, mobile (including international roaming), 0800, internet, data, Yellow™, paging and Sky Television.
No. Local calling is summarised as it appears on your paper bill.
Yes.
Yes. BillView Online users will be able to analyse call details even if they have a toll threshold on their paper bill to limit how many pages are printed. Some calls will not be detailed due to system thresholds set by Telecom e.g. local calls.
Please contact Telecom if you'd like a Threshold set up on your paper bill.
No. All you need is a computer with internet access and a compatible web browser.
If you are the BillView Online administrator for your organisation and want to cancel your BillView Online subscription, please email billview@telecom.co.nz. All hierarchies and customised reports that you set up will be deleted. An early disconnection penalty may apply as per the terms of use agreed to at time of subscription.
All hierarchies and customised reports that you and others in your organisation set up will be deleted. These cannot be recovered.
Package updates occur overnight. Please wait until the following day to see the change requested.
