Difference between revisions of "ADSL - Billing"

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<yambe:breadcrumb self="ADSL - Billing">Category:ADSL|ADSL</yambe:breadcrumb>
 
<yambe:breadcrumb self="ADSL - Billing">Category:ADSL|ADSL</yambe:breadcrumb>
 
== Billing Cycle ==
 
 
 
=== What are the Billing Dates? ===
 
 
The first month is debited on a pro-rata basis; then each subsequent month will be billed based on the customer segment you belong to.
 
 
* Billing dates for the residential grade customers who were sent an email dated 14/02/11, will be from the 28th of the month to the 27th of the following month.
 
* For other customers, on the first day of each calendar month to the last day of that calendar month.
 
 
For example, if your ADSL service is completed on the 15th of the month, the pro-rata of the first month is calculated from the 15th of that month to the 28th of the same month for the residential grade customers who were sent an email dated 14/02/11.
 
 
In the same scenario, if you are one of the customers who does not fall in to the aforementioned category, the pro-rata of the first month is calculated from the 15th of that month to the end of that month. Then on the 1st of the next month you will be debited for a full month access of that calendar month.
 
 
 
=== What is the billing cycle? ===
 
 
 
*Billing cycle for the residential grade customers who were sent an email dated 14/02/11, will be from the 28th of the month to the 27th of the following month.
 
*For other customers, the billing cycle starts on the first day of each calendar month to the last day of that calendar month.
 
 
 
<div id="note">
 
'''Note:'''
 
 
Visit http://www.exetel.com.au/a_payment.htm for ADSL billing schedule.
 
 
</div>
 
  
 
==Invoices==
 
==Invoices==
  
===How can I change the invoice address of my ADSL service?===
+
===How can I change the invoice address of my ADSL service?===
  
The address on invoice is the physical address where the ADSL service is connected. Therefore, we cannot change the address on invoice.
+
You can not change the invoice address of your ADSL service because it is the physical address where the ADSL service is connected.
  
  
===I have different ADSL services with you and been charged with different invoices with credit card surcharge of $1.10, Can I have all the services in one invoice?===
+
==Shaping Option==
  
Yes, you may request eXeTeL billing to merge your different accounts under one particular customer ID and after that you will be charged only one credit card surcharge of $1.10.
 
  
==Failed Payment ==
+
===Does Exetel offer a shaping option for excess usage of ADSL services?===
  
===When the monthly payment gets dishonored, do you provide a grace period to pay?===
+
Shaping option for ADSL services depends on your plan and you can find it from your members facility or from Exetel web site.
 
 
Yes, in case of your monthly payment gets dishonored, you can have the service immediately restored for 72 hours. This is a grace period Exetel allows the customers to organize the payment.
 
 
 
 
 
==Shaping Option==
 
 
 
===Does Exetel offer a shaping option for excess usage?===
 
 
 
It is no longer offered with the new plans.  
 
  
  
Line 58: Line 19:
 
==ADSL Service Activation ==
 
==ADSL Service Activation ==
  
===When will money be deducted from my nominated bank account or credit card?===
 
  
Billing dates for residential grade customers who were sent an email dated 14/02/11, will be from the 28th of the month to the 27th of the following month. For other customers, Exetel will debit the nominated credit card or bank account for the monthly access fee on the first working day of each calendar month. Excess usage charges are billed per gigabyte or part thereof at the nominated plan rate.Excess usage charges will be billed on or around the 1st of the month following the month in which the excess charge was incurred for those billed on a calendar month basis.Excess usage charges will be billed on or around the 28th of the month following the month in which the excess charge was incurred for those billed from 28th of the month to the 27th of the following month.
+
===Is there an activation fee for ADSL services?===
  
OR
 
  
No money will be deducted from your nominated bank account or credit card until and unless the carrier advises that your line is suitable for connection to ADSL. Once The Carrier has nominated an activation date for your ADSL service eXeTeL will deduct the line activation charge and the cost of any MODEM ordered by you. The pro rata of the first month’s access charge will be debited the day after The Carrier advises eXeTeL that the ADSL service has been activated.
+
Yes, there is an activation fee for ADSL services and it may vary depending on the supplier and the plan. You can find the relevant activation fee for your service in the order form .
  
For the initial service period eXeTeL will debit your nominated credit card or bank account for the monthly access fee on or around the first business day of each month for the period 1st day to last day of that month. Excess usage charges will be billed on or around the 1st of the month following the month in which the excess charge was incurred. Excess usage charges are billed per gigabyte or part thereof at the nominated plan rate. Your monthly download is calculated from one second after midnight (AEST or AESST) on the first day of each month to midnight (AEST or AESST) on the last day of each month.  
+
The applicable activation fee for ADSL will be debited from your nominated bank account/credit card on the date of advice from our wholesale supplier of an estimated date of activation.
  
  
  
===When will I get charged the activation fee for ADSL 1 service?===
+
===What do I have to pay during the first month of activation of my ADSL service?===
  
The installation charge for ADSL 1 is debited on the date of advice from our wholesale supplier of an estimated date of activation. As the estimated appointment date is almost always met, usually on or before by Telstra Wholesale regardless if you first use the service after this date, you will still be charged a pro-rata amount from the completion date. The reason for this is that eXeTeL does not know exactly, in real time of when your ADSL service is activated. This is also how Telstra Wholesale bill eXeTeL and so this is how we bill/price our ADSL service accordingly.
 
  
 +
You will have to pay the activation fee and this is billed on the date of advice from our wholesale supplier of an estimated date of activation. As the estimated appointment date is almost always met, usually on or before by the wholesale supplier, regardless if you first use the service after this date, you will still be charged a [[Billing - General Information#How is first month Pro rata monthly fee calculated?|pro-rata]] amount from the completion date. The reason for this is that Exetel does not know exactly, in real time of when your ADSL service is activated. This is also how  the wholesale supplier bill Exetel and so this is how we bill/price our ADSL service accordingly.
  
===I have applied for an ADSL 2 AAPT service, when am I going to be billed for activation?===
 
  
The installation charge for ADSL 2 AAPT service is debited on the date of advice from our wholesale supplier of an estimated date of activation.
+
If you had ordered the Modem with the application form, the cost of the  Modem ordered by you is also debited on the date of advice from our wholesale supplier of an estimated date of activation.
  
  
===When will I get charged the activation fee for bundled ADSL 2 service?===
 
  
The installation charge for bundled ADSL 2 service is debited on the date of advice from our wholesale supplier of an estimated date of activation.
+
==Charges==
  
  
===When will I get charged the activation fee for naked ADSL 2 service?===
+
===What charges will be made under my ADSL contract?===
  
The installation charge for naked ADSL 2 service is debited on the date of advice from our wholesale supplier of an estimated date of activation.
+
You will have to make following charges under your ADSL contract.
 
 
 
 
===Do I have to pay anything more than the activation fee in my first month of service activation?===
 
 
 
You will pay a pro-rata amount during the first month in which the ADSL is activated.
 
 
 
 
 
 
 
==Charges==
 
 
 
 
 
===What charges will be made under my contract?===
 
  
 
* You will be liable for a onetime line activation fee if you are applying for a new ADSL service without a MODEM.
 
* You will be liable for a onetime line activation fee if you are applying for a new ADSL service without a MODEM.
Line 106: Line 51:
 
* You will be liable to pay the monthly access charges that apply to the plan you have selected monthly.
 
* You will be liable to pay the monthly access charges that apply to the plan you have selected monthly.
 
* If you cancel your plan for whatever reason within the initial contract period you will be charged $100.00 early cancellation fee but not any remaining charges for the months you have not used.
 
* If you cancel your plan for whatever reason within the initial contract period you will be charged $100.00 early cancellation fee but not any remaining charges for the months you have not used.
* If you download more than the entitled, you will be liable to pay for the excess monthly downloads at the excess charge specified in your plan per gigabyte or part thereof.
+
* If you download more than the entitled, you will be liable to pay for the excess monthly downloads at the excess charge specified in your plan per gigabyte or part thereof .
  
  
===Do you charge for Upload Traffic?===
 
  
No.
+
===When will money be deducted from my nominated bank account or credit card for ADSL services?===
  
  
===Do you charge for Download Traffic?===
+
No money will be deducted from your nominated bank account or credit card until and unless the carrier advises that your line is suitable for connection to ADSL. Once The Carrier has nominated an activation date for your ADSL service eXeTeL will deduct the line activation charge and the cost of any MODEM ordered by you. The pro rata of the first month’s access charge will be debited the day after The Carrier advises eXeTeL that the ADSL service has been activated.
  
This will be charged only if you exceed the download allowance included in your plan and the download charge for excess traffic depends on your plan.
+
For the initial service period eXeTeL will debit your nominated credit card or bank account for the monthly access fee on or around the first business day / 28th or the following working day (which ever applicable for your service) .Excess usage charges will be billed with your monthly invoices unless if there is any requirement of interim payment. Excess usage charges are billed per gigabyte or part thereof at the nominated plan rate. Your monthly download is calculated from one second after midnight (AEST or AESST) on the first day of each billing cycle to midnight (AEST or AESST) on the last day of the billing cycle.
  
  
===What Is Counted As Downloaded Traffic?===
 
  
Everything that comes to your computer from the Internet. This includes emails, all web site browsing as well as files you choose to download. This also includes all traffic from "peering services".
 
  
 +
===Do you charge for upload traffic on ADSL services?===
 +
 +
No, we do not charge for upload traffic on ADSL services.
  
===Do I Get Any Free Traffic?===
 
  
All traffic that is delivered to your computer is subject to the conditions specified for any particular plan.
 
  
 +
===Do you charge for Download Traffic on ADSL services?===
  
===Am I Charged For Traffic From Peering Services?===
+
Download traffic will be charged only if you exceed the download allowance included in your plan and the download charge for excess traffic depends on your plan.
  
You are not charged money for traffic from peering services. However traffic from peering services counts towards your plan's download traffic allowance.
 
  
  
 +
===What is counted as ADSL download traffic?===
  
 +
Everything that comes to your computer from the internet is counted as download traffic. This includes emails, all web site browsing as well as files you choose to download. This also includes all traffic from "peering services".
  
===What are the charges for withdrawing a pending ADSL application?===
 
  
Visit http://www.exetel.com.au/d_terms_conditions.php and refer 'Application Withdrawal' clause 6.
 
  
  
==MODEM==
+
===Do I Get Any Free Traffic on ADSL services?===
  
===How can I order a MODEM from your company? ===
+
All traffic that is delivered to your computer is subject to the conditions specified for any particular plan.
  
1. Go to '''Members Facilities''' area.
 
  
2. Select '''Order Services''' option.
 
  
3. Click '''Order Hardware''' option.
+
===Am I charged for traffic from peering services under ADSL?===
  
 +
You are not charged for traffic from peering services. However traffic from peering services counts towards your plan's download traffic allowance.
  
[[File:Order MODEM01.png]]
 
  
  
4. Select the type of MODEM you require by ''ticking'' the relevant ''check box''.
+
===What are the charges for withdrawing a pending ADSL application?===
  
5. Mention the quantity by selecting the relevant number from the given ''drop down menu''.
 
  
6. In the same way select the MODEM accessory and required quantity from it.  
+
You can find the charges for withdrawing a pending ADSL application from the terms and conditions applicable to your service and it can be found from here - http://help.exetel.com.au/terms.php
  
7. Enter the ''MODEM delivery name and address'' correctly.
 
  
8. Click the '''Confirm Order''' button.
 
  
  
[[File:MODEM2.gif]]
+
==Changing Payment Details==
  
 +
===How do I update my current payment details?===
  
 +
Please follow the below steps to update your current payment details.
  
===When will I be billed for the MODEM?===
 
  
If you have ordered a MODEM through the Members Facilities area, you will be billed for the MODEM on the following business day that the order for the MODEM was placed.
+
[[File:Adsl payment change01a.jpg]]
  
As for modems been placed through a new application the charge will be placed the same time the activation charge is in place, which is when we receive a confirmation of the activation date from the supplier.
 
  
 +
[[File:Adsl payment change02.JPG]]
  
=== How can track the delivery of my Netcom MODEM? ===
 
  
1. Go to www.aae.com.au.
 
  
2. Click the '''Track and Trace''' option given in the '''Online Applications''' ''drop down menu''.
 
  
 +
== Refunds ==
  
[[File:AAE1.gif]]
 
  
  
3. Enter consignment number -> Click the '''Search''' button.  
+
=== I upgraded my ADSL 1 plan to ADSL 2 and have been charged twice during this month. Can you credit my account back? ===
  
 +
Please visit [[Billing - General Information#I upgraded my ADSL 1 plan to ADSL 2 and have been charged twice during this month. Can you credit my account back?|refunds]] section for relevant information.
  
[[File:AAE2.gif]]
 
  
  
4. This will display the search results with the service level information.  
+
===I ordered a MODEM when signing up with ADSL service & MODEM received only today. But I do not require a MODEM now. How can I get the money back?===
  
 +
Please visit [[Billing - General Information#I ordered a MODEM when signing up with ADSL service & MODEM received only today. But I do not require a MODEM now. How can I get the money back?|refunds]] section for relevant information.
  
[[File:AAE3.gif]]
 
  
  
  
===I ordered a MODEM when signing up with ADSL service & MODEM received only today. But I do not require a MODEM now. How can I get the money back?===
+
==Service Cancellation==
  
Please return it via registered mail to the below address. Once you return it we will organize to refund the charges for the MODEM.
 
  
Exetel Pty Ltd
+
===How can I cancel my ADSL service?===
  
Level 5, 121 Walker Street
+
Please visit [[Service Cancellation#How do I cancel ADSL/Fibre Broadband service?|Service Cancellation]] page for details on ADSL service cancellation.
  
North Sydney
 
  
NSW 2060
 
  
  
== Refunds ==
+
===What will happen if I cancel my eXeTeL ADSL Service?===
  
 +
Your ADSL account will be cancelled on the day you have assigned. If you cancel your service within the initial contract period you will incur a cancellation fee of $100.00 and if the cancelation has been done after the initial service period expiration, there is no penalty or charge. ADSL services are billed one month in advance and no refund/rebate of that monthly charge is made for any days not used. So you can move away from eXeTeL at the end of a billing period.
  
=== Can you wave off $100 early cancellation charge? ===
 
  
  
No; Exetel cannot wave off the early cancellation fee.
+
=== Is it possible to keep my VoIP account after canceling my ADSL service? ===
 +
 +
Yes. VoIP service will continue to be active when the ADSL service is canceled. When you request to cancel your ADSL service via Members Facilities area, you will be asked if you want the VoIP service to be canceled as well. At that time select '''No'''.  
  
ADSL connection is given on the actual unique copper line from the premises to the local exchange. It is not based on a telephone number solely.
 
  
Exetel is charged by our wholesale DSL supplier to connect a service and they impose onto us a six months minimum term. If any event causes the DSL service to be removed, Exetel will be charged a cancellation fee without discriminating them.
 
  
The reason why we cannot waive the $100 cancellation fee is due to that being commercially inappropriate, also it would mean we would be running the business at a loss and we are not prepared to do that.
+
=== Can I keep the eXe mail email address for another six months after canceling the ADSL service? ===
  
 +
Yes, you can. eXe mail accounts will be active for another six months from the date you have cancelled the service and this will cost $30.
  
=== I upgraded my ADSL 1 plan to ADSL 2 and have been charged twice during this month. Can you credit my account back? ===
 
  
  
The applicable refund will be applied to your next month’s invoice automatically.  
+
=== In case if my ADSL connection is inactive due to the disconnection of phone line, will I lose my VoIP (number) and Email services? ===
 +
 +
If your ADSL connection is inactive due to the disconnection of phone line, you will lose the VoIP number and will be given a seven-day grace period for requesting mail transfer from your original account to another account until you are reconnected.
  
  
==Relocation==
 
  
  
===Why am I being charged with an early cancellation fee after the relocation?===
 
  
When it comes to relocation, technically it is an existing service termination & activating a new service at another location as defined by our wholesalers. When eXeTeL signs you up with a plan in return the wholesaler assigns a specific time frame which is a contract period while fees/levies associated with these are compulsory and beyond the control of the ISP. Therefore even though you will continue to use eXeTeL services at another location, regret to inform that we are unable to waive off these compulsory charges implemented by our wholesalers.
 
  
  
  
 
[[Category:ADSL]]
 
[[Category:ADSL]]

Latest revision as of 17:55, 18 May 2012

ADSL > ADSL - Billing


Contents

Invoices

How can I change the invoice address of my ADSL service?

You can not change the invoice address of your ADSL service because it is the physical address where the ADSL service is connected.


Shaping Option

Does Exetel offer a shaping option for excess usage of ADSL services?

Shaping option for ADSL services depends on your plan and you can find it from your members facility or from Exetel web site.


ADSL Service Activation

Is there an activation fee for ADSL services?

Yes, there is an activation fee for ADSL services and it may vary depending on the supplier and the plan. You can find the relevant activation fee for your service in the order form .

The applicable activation fee for ADSL will be debited from your nominated bank account/credit card on the date of advice from our wholesale supplier of an estimated date of activation.


What do I have to pay during the first month of activation of my ADSL service?

You will have to pay the activation fee and this is billed on the date of advice from our wholesale supplier of an estimated date of activation. As the estimated appointment date is almost always met, usually on or before by the wholesale supplier, regardless if you first use the service after this date, you will still be charged a pro-rata amount from the completion date. The reason for this is that Exetel does not know exactly, in real time of when your ADSL service is activated. This is also how the wholesale supplier bill Exetel and so this is how we bill/price our ADSL service accordingly.


If you had ordered the Modem with the application form, the cost of the Modem ordered by you is also debited on the date of advice from our wholesale supplier of an estimated date of activation.


Charges

What charges will be made under my ADSL contract?

You will have to make following charges under your ADSL contract.

  • You will be liable for a onetime line activation fee if you are applying for a new ADSL service without a MODEM.
  • If you are transferring from another participating ADSL you should check the current order form to confirm whether there is a charge at the time you apply.
  • If you buy a MODEM through eXeTeL you will be liable for the cost of that MODEM unless there is a promotion that includes the MODEM in the once off activation fee. Check the order form at the time you are thinking of applying.
  • You will be liable to pay the monthly access charges that apply to the plan you have selected monthly.
  • If you cancel your plan for whatever reason within the initial contract period you will be charged $100.00 early cancellation fee but not any remaining charges for the months you have not used.
  • If you download more than the entitled, you will be liable to pay for the excess monthly downloads at the excess charge specified in your plan per gigabyte or part thereof .


When will money be deducted from my nominated bank account or credit card for ADSL services?

No money will be deducted from your nominated bank account or credit card until and unless the carrier advises that your line is suitable for connection to ADSL. Once The Carrier has nominated an activation date for your ADSL service eXeTeL will deduct the line activation charge and the cost of any MODEM ordered by you. The pro rata of the first month’s access charge will be debited the day after The Carrier advises eXeTeL that the ADSL service has been activated.

For the initial service period eXeTeL will debit your nominated credit card or bank account for the monthly access fee on or around the first business day / 28th or the following working day (which ever applicable for your service) .Excess usage charges will be billed with your monthly invoices unless if there is any requirement of interim payment. Excess usage charges are billed per gigabyte or part thereof at the nominated plan rate. Your monthly download is calculated from one second after midnight (AEST or AESST) on the first day of each billing cycle to midnight (AEST or AESST) on the last day of the billing cycle.



Do you charge for upload traffic on ADSL services?

No, we do not charge for upload traffic on ADSL services.


Do you charge for Download Traffic on ADSL services?

Download traffic will be charged only if you exceed the download allowance included in your plan and the download charge for excess traffic depends on your plan.


What is counted as ADSL download traffic?

Everything that comes to your computer from the internet is counted as download traffic. This includes emails, all web site browsing as well as files you choose to download. This also includes all traffic from "peering services".



Do I Get Any Free Traffic on ADSL services?

All traffic that is delivered to your computer is subject to the conditions specified for any particular plan.


Am I charged for traffic from peering services under ADSL?

You are not charged for traffic from peering services. However traffic from peering services counts towards your plan's download traffic allowance.


What are the charges for withdrawing a pending ADSL application?

You can find the charges for withdrawing a pending ADSL application from the terms and conditions applicable to your service and it can be found from here - http://help.exetel.com.au/terms.php



Changing Payment Details

How do I update my current payment details?

Please follow the below steps to update your current payment details.


Adsl payment change01a.jpg


Adsl payment change02.JPG



Refunds

I upgraded my ADSL 1 plan to ADSL 2 and have been charged twice during this month. Can you credit my account back?

Please visit refunds section for relevant information.


I ordered a MODEM when signing up with ADSL service & MODEM received only today. But I do not require a MODEM now. How can I get the money back?

Please visit refunds section for relevant information.



Service Cancellation

How can I cancel my ADSL service?

Please visit Service Cancellation page for details on ADSL service cancellation.



What will happen if I cancel my eXeTeL ADSL Service?

Your ADSL account will be cancelled on the day you have assigned. If you cancel your service within the initial contract period you will incur a cancellation fee of $100.00 and if the cancelation has been done after the initial service period expiration, there is no penalty or charge. ADSL services are billed one month in advance and no refund/rebate of that monthly charge is made for any days not used. So you can move away from eXeTeL at the end of a billing period.


Is it possible to keep my VoIP account after canceling my ADSL service?

Yes. VoIP service will continue to be active when the ADSL service is canceled. When you request to cancel your ADSL service via Members Facilities area, you will be asked if you want the VoIP service to be canceled as well. At that time select No.


Can I keep the eXe mail email address for another six months after canceling the ADSL service?

Yes, you can. eXe mail accounts will be active for another six months from the date you have cancelled the service and this will cost $30.


In case if my ADSL connection is inactive due to the disconnection of phone line, will I lose my VoIP (number) and Email services?

If your ADSL connection is inactive due to the disconnection of phone line, you will lose the VoIP number and will be given a seven-day grace period for requesting mail transfer from your original account to another account until you are reconnected.