Specials

ADSL Billing Issues FAQ (1/12/07)

  1. What Am I Committed To Under Exetel's Contract
    1. How Long Am I Committed To Under Exetel's Contract?
    2. What Payment Methods Are Available?
    3. When Will Money Be Deducted?
    4. How Long Does It Take To Activate My ADSL Service?
    5. How And When Do I Get Invoiced For My ADSL Service?
    6. What Happens If I Cancel My Exetel ADSL Service?
    7. Can I Move My Exetel ADSL Service To Another Location?
    8. When And How Can I Change Plans?
    9. What Happens At The End Of The Initial Contract Period?
  2. Exactly What Charges Am I Up For With Exetel's ADSL Service?
    1. What Charges Will Be Made Under My Contract?
    2. Am I charged For Calls Used To Connect Me To Exetel's ADSL Service?
    3. Am I Charged For Upload Traffic?
    4. Am I Charged For Download Traffic?
    5. What Is Counted As Downloaded Traffic?
    6. Do I Get Any Free Traffic?
    7. Am I Charged For Traffic From Peering Services?
  3. What Do I, And Don't I, Get With My Exetel ADSL Service?
    1. What 'Extra's Are Included In The Exetel ADSL Service?
    2. What 'Extras' Are Not Included In The Exetel ADSLService?

  1. What Am I Committed To Under Exetel's Contract

    1. How Long Am I Committed To Under Exetel's Contract?

      1. All Exetel's ADSL plans have an initial contract period. Currently this period is twelve months for ADSL2 and six months or 30 days for ADSL1.
      2. The contract period is deemed to start from the service activation date.
      3. Exetel use a calendar month for each month's access period starting at one second after midnight (EST or ESST) on the first day of each month and ending at midnight (EST or ESST) on the last day of each month.
      4. If you move residences a new contract period starts from the day the ADSL is activated at your new address.
      5. This is because Optus/Telstra/Powertel deem your move to be the cancellation of the service on your previous number and the start of another, new, ADSL service on your new number.

    2. What Payment Methods Are Available?

      1. You may pay via credit cards (Mastercard or Visa) or by direct debit from any bank account.
      2. If you pay by Credit Card there is an additional charge, currently $1.10, on each monthly access invoice.

    3. When Will Money Be Deducted?

      1. 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.
      2. 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.
      3. The pro rata of the first months access charge will be debited the day after The Carrier advises Exetel that the ADSL service has been activated.
      4. For the initial service period Exetel will debit your nominated credit card or bank account for the monthly access fee on or around the 1st working day of each month for the period 1st day to last day of that month.
      5. Excess usage charges will be billed on or around the 1st of the month following the month in which the excess charge was incurred.
      6. Excess usage charges are billed per gigabyte or part thereof at the nominated plan rate.
      7. 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.

    4. How Long Does It Take To Activate My ADSL Service?

      1. If there is an ADSL port available at your local exchange it will take, on average, around 4 working days for an ADSL1 service and 10 - 20 working days for an ADSL2 service to activate your telephone line for ADSL.
      2. If there are no ports available at your exchange your application will be put in a queue on hold until ports become available on your exchange.
      3. The wait time for ports to become available is variable from a few weeks to several months (in rare cases). If the wait is longer than 4 weeks you are advised of this and given the opportunity of withdrawing your application.

    5. How And When Do I Get Invoiced For My ADSL Service?

      1. Exetel will produce a tax invoice for your ADSL service once a month on or around the 1st of each month.
      2. This invoice will be available to you in your user facilities area.
      3. Copies of each monthly invoice will be available to you to print out for your records from this area for 12 months after which they will be deleted.

    6. What Happens If I Cancel My Exetel ADSL Service?

      1. You may cancel your Exetel ADSL service at any time by notifying Exetel via email of the date you wish your service to terminate.
      2. Your account will be cancelled on the day you nominate in the Change Your Plan > 'Terminate Service' option in the Secure Users Facility.
      3. If you cancel your service within the initial contract period you will incur a cancellation fee of $100.00.
      4. If you cancel your service after the initial service period has expired there is no penalty or charge.
      5. ADSL services are billed one month in advance and no refund/rebate of that monthly charge is made for any days not used; it is therefore in your own interests to arrange to move away from Exetel at the end of a billing period.

    7. Can I Move My Exetel ADSL Service To Another Location?

      1. You can apply to move your ADSL service to another location at any time using the function provided in the user facilities.
      2. It will take approximately 7 days to move your service.
      3. There is a charge of $100.00 to move the service to another physical line (irrespective of whether that line has the same telephone number or not).
      4. If you move the service during the initial twelve months contract period an additional charge of $100.00 is made as Optus deem such a move to be a cancellation of service.

    8. When And How Can I Change Plans?

      1. You can change your plan at any time.
      2. Plan changes come in to effect from the 1st of the following month and you must submit the change request prior to midnight on the last day of the month.

    9. What Happens At The End Of The Initial Contract Period?

      1. At the end of the initial contract period you can either continue on a month to month basis with your current plan if it is still being offered or you can cancel the service at no penalty.
      2. If your plan no longer exists, and if you wish to stay with Exetel, you use the function in the user area to select the new plan you wish to move to.

  2. Exactly What Charges Am I Up For With Exetel's ADSL Service?

    1. What Charges Will Be Made Under My Contract?

      1. You will be liable for a once only line activation fee if you are applying for a new ADSL service without an included modem.
      2. If you are transferring from another participating ADSL there is, generally, no charge to transfer to Exetel. However you should check the current order form to confirm whether there is a charge at the time you apply.
      3. 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.
      4. You will be liable to pay the monthly access charges that apply to the plan you have selected monthly.
      5. 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.
      6. If you download more than your selected plan includes you will be liable to pay for the excess monthly downloads at the excess charge specified in your plan per gigabyte or part thereof.

    2. Am I charged For Calls Used To Connect Me To Exetel's ADSL Service?

      1. No 'calls' to Exetel for the ADSL service are chargeable to you.

    3. Am I Charged For Upload Traffic?

      1. No

    4. Am I Charged For Download Traffic

      1. Only if you exceed the download allowance included in your plan.
      2. The download charge for excess traffic depends on your plan.

    5. What Is Counted As Downloaded Traffic?

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

    6. Do I Get Any Free Traffic?

      1. All traffic that is delivered to your computer between the hours of 12 noon and 12 midnight counts towards your download allowance.
      2. All traffic delivered to your computer between 12 midnight and 12 noon is not counted towards your download limit.

    7. Am I Charged For Traffic From Peering Services?

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

  3. What Do I, And Don't I, Get With My Exetel ADSL Service?

    1. What 'Extras' Are Included In The Exetel ADSL Service?

      1. Each Exetel ADSL plan comes with a fixed IP, 20 email addresses and 200 megabytes of web space. You also get 20 free SMS messages sent from your computer.
      2. Each email address also has a webmail function that allows email to be sent and received from that mail box from anywhere in the world.

    2. What 'Extras' Are Not Included In The Exetel Service?

      1. Some of the things that other ISPs offer that you do not get with your Exetel ADSL service are free 'on network' traffic, free peering traffic, free games traffic; in fact any sort of free traffic at all.
      2. You don't get a back up dial up account nor do you get a free FTP server.

    3. Can I get Additional IP addresses?

      1. Yes; go to the User Facilities for details of costs and how to apply for them.

    4. Does Exetel Provide A Dial Up Back Up Service?

      1. No; and never will.