ADSL - Billing

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ADSL > ADSL - Billing


Contents

Invoices

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.


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?

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

When the monthly payment gets dishonored, do you provide a grace period to pay?

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.


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.


When will I get charged the activation fee for ADSL service?

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 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 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.


Do you charge for Upload Traffic?

No.


Do you charge for Download Traffic?

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.


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 I Get Any Free Traffic?

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?

You are not charged money 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?

Visit http://www.exetel.com.au/d_terms_conditions.php and refer 'Application Withdrawal' clause 6.


Changing Payment Details

How do I update my current payment details?

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MODEM

How can I order a MODEM from your company?

1. Go to Members Facilities area.

2. Select Order Services option.

3. Click Order Hardware option.


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4. Select the type of MODEM you require by ticking the relevant check box.

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.

7. Enter the MODEM delivery name and address correctly.

8. Click the Confirm Order button.


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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.

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.


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.


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3. Enter consignment number -> Click the Search button.


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4. This will display the search results with the service level information.


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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 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

Level 5, 121 Walker Street

North Sydney

NSW 2060


Refunds

Can you wave off $100 early cancellation charge?

No; Exetel cannot wave off the early cancellation fee.

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.


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.


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.


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 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.


What are the charges for canceling an ADSL service prior to the committed contract term?

Visit http://www.exetel.com.au/d_terms_conditions.php and refer 'Minimum Term' clause 1.


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

Yes, 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.