Search found 20 matches

by sankap
Fri Mar 29, 2019 7:44 pm
Forum: Invoicing & billing
Topic: have you charged me $223.36 THIS month
Replies: 5
Views: 121

Re: have you charged me $223.36 THIS month

Hi Brian, We are really sorry about all this which resulted in not being able to attend to your emails in a timely manner,. We are currently having a backlog of inquiries and that resulted in the delay. The trainee who replied to you on 26th March obviously did not know that you are due a credit for...
by sankap
Tue Oct 09, 2018 2:40 pm
Forum: Invoicing & billing
Topic: Exetel's incompetent billing
Replies: 9
Views: 905

Re: Exetel's incompetent billing

Hi nylon, It seems that you have received an incorrectly system generated notification as I do not see any issues with your payments. Please accept my sincere apology on behalf of Exetel for this error. I will get our accounts team and the IT team to check what went wrong here. Please be assured tha...
by sankap
Wed Sep 05, 2018 4:21 pm
Forum: Invoicing & billing
Topic: First two month free, but billed?
Replies: 2
Views: 405

Re: First two month free, but billed?

Hi Michael,

Yes, since you were only issued a prorated invoice, the 2 free months credit will be applied to your next 2 full monthly invoices.
by sankap
Thu Aug 09, 2018 11:29 am
Forum: Telephone issues
Topic: Missing current cycle phone call history
Replies: 6
Views: 920

Re: Missing current cycle phone call history

Our IT team is doing a few more adjustments.
This should be fixed properly within the day.
Thank you for your patience on this.
by sankap
Fri Aug 03, 2018 10:25 am
Forum: Telephone issues
Topic: Missing current cycle phone call history
Replies: 6
Views: 920

Re: Missing current cycle phone call history

Thank you for letting us know of this.
Our IT team has started investigating on this issue and will get this fixed within the earliest possible time frame.
Please bear with us until we get this fixed for you.
by sankap
Wed Jul 11, 2018 5:19 pm
Forum: Member facilities & usage meter
Topic: VoIP billing usage units wrong?
Replies: 2
Views: 672

Re: VoIP billing usage units wrong?

Hi Thank you for pointing this our which we have already been made aware. Our IT team is currently working on this display issue where it shows a different figure on the usage section. IT team also confirmed that this has no effect on the billing side of things. This will be fixed shortly and we do ...
by sankap
Tue Apr 17, 2018 8:55 am
Forum: Invoicing & billing
Topic: Charged STD for same SZU
Replies: 3
Views: 467

Re: Charged STD for same SZU

Exetel have agreed to refund the difference between the local and STD rate this month, but insist they are just passing on charges from Telstra, and will continue to charge at STD rates if we call these numbers. I have spoken to Telstra who indicate it is Exetel's responsibility to follow up with t...
by sankap
Mon Apr 09, 2018 9:40 am
Forum: Invoicing & billing
Topic: Account unpaid?
Replies: 3
Views: 518

Re: Account unpaid?

Dear Stark, I have checked on your account and yes, all payments are up to date. It seems there's been some sort of an issue with the automated notification system. I can see that you have sent an email to our Accounts Receivable team as well. They will also check on this and will send you a confirm...
by sankap
Fri Dec 22, 2017 12:05 pm
Forum: Member facilities & usage meter
Topic: I have 2 Exetel accounts still
Replies: 2
Views: 683

Re: I have 2 Exetel accounts still

It's been more than 30 days since I had the internet activated here yet the VOiP Phone Service is still assigned to the previous Exetel account and not my current one which has the internet assigned to it. Am I expected to forever have 2 Exetel accounts? Account 1: Username = phone number. Password...
by sankap
Tue Aug 01, 2017 4:09 pm
Forum: Mobile services
Topic: International roaming charges
Replies: 3
Views: 2007

Re: International roaming charges

Hi there, Please find below an explanation on how roaming charges work and how the charges are displayed. If the customer sends an SMS or uses a Data product (including MMS) the following will appear in the record: For SMS: 888 followed by 10 zeros; For GPRS & MMS: 999NNNNNNNNNN where, NNNNNNNNNN = ...
by sankap
Tue Aug 01, 2017 9:31 am
Forum: Invoicing & billing
Topic: incorrect item on my bill for period ending August 2017
Replies: 4
Views: 1419

Re: incorrect item on my bill for period ending August 2017

Hi , I have not received a reply form your billing team about the item for $299 on my invoice. Tomorrow is the billing date. Your teach team mistakenly believes that a technician either laid copper on the property to connect the internet or did lead in this is incorrect.. he had to redo the jumpers...
by sankap
Tue May 30, 2017 9:00 am
Forum: Invoicing & billing
Topic: Switched to NBN, Still being billed for ADSL
Replies: 7
Views: 2089

Re: Switched to NBN, Still being billed for ADSL

I have replied to email from Billing. I just don't want to wait a month for a reply........ We have informed and updated the ongoing Billing ticket 11527650. You should receive a response by tomorrow. Hi Denny, I trust you received the response to your email this morning. We have not charged you fo...
by sankap
Mon May 29, 2017 6:32 pm
Forum: Invoicing & billing
Topic: Invoice Adjustments for ADSL2 to NBN Change
Replies: 5
Views: 1453

Re: Invoice Adjustments for ADSL2 to NBN Change

Thanks. Please note, the customer number in the email from Exetel to be cancelled is for the new account created by Exetel for the NBN service (which they transferred some other of the services to - but not all). This new customer number has the active services for fibre, email and the free web spa...
by sankap
Mon May 29, 2017 5:05 pm
Forum: ADSL connections
Topic: Refund for ADSL2 and Phone Cancellation
Replies: 2
Views: 1238

Re: Refund for ADSL2 and Phone Cancellation

Hi, I'm hoping someone here can help sort out my ADSL2 cancellation refund. I've been trying since the 9th May, and still have had no response via email support. On the 8th May my Exetel NBN was connected and I switched over to it. On the 9th I spoke to Christina on Sales and cancelled my ADSL2 ser...
by sankap
Mon May 29, 2017 3:07 pm
Forum: Invoicing & billing
Topic: Invoice Adjustments for ADSL2 to NBN Change
Replies: 5
Views: 1453

Re: Invoice Adjustments for ADSL2 to NBN Change

Thanks - my apologies. Email spam checker had started treating all Exetel emails as spam. One email has me concerned. Notification that the adsl2 contract for is to be cancelled on the 9th June. While this is true it's the full email advising the account, customer web space and emails are all to be...