Internet blocked although payment was made!

Note: For official invoice and billing responses use billing@exetel.com.au
mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Internet blocked although payment was made!

Post by mozelmar » Sat Aug 08, 2009 10:25 pm

Hello,

my Internet was blocked after a failed payment, so I followed the instructions and provided a new debit account.

The payment was taken from my account 2 days ago but now my Internet is blocked permanently and there's nothing

I can do. Can someone please unlock my Internet account or provide me with an explanation?

Thank you.

vk3xem
Posts: 910
Joined: Wed Apr 23, 2008 6:45 pm
Location: HEALESVILLE
Contact:

Re: Internet blocked although payment was made!

Post by vk3xem » Sun Aug 09, 2009 2:48 am

You will probably need to lodge a support ticket to have the matter resolved.
The views I present are that of my own and NOT of any organisation I may belong to.

73 de Simon, VK3XEM

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Internet blocked although payment was made!

Post by CoreyPlover » Sun Aug 09, 2009 2:25 pm

Sometimes rebooting your modem resolves things like this. Or you can log in to your Member Facilities from another connection and request a new IP address. That sometimes fixes it too.

If not, logging a support ticket via residentialsupport@exetel.com.au will be the fastest way to resolve this issue. Provide your service number in the email and they will look into it. If you have no immediate luck, post back and I'll raise the issue with an Exetel engineer

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Sun Aug 09, 2009 5:43 pm

Reboot is not working, can't request a new IP adress because may 'account is inactive'.
No Internet for 2 days so far and billing isn't working on weekends...

jokiin
Volunteer Site Admin
Posts: 2970
Joined: Mon Feb 02, 2004 10:23 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by jokiin » Sun Aug 09, 2009 7:08 pm

mozelmar wrote:Reboot is not working, can't request a new IP adress because may 'account is inactive'.
No Internet for 2 days so far and billing isn't working on weekends...
since you have nothing to lose while you're waiting try powering the modem off for 30 minutes rather than just a straight reboot

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Sun Aug 09, 2009 11:13 pm

Nope..it's still blocked by Exetel...only page I can see is Exetel home. :(

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Internet blocked although payment was made!

Post by CoreyPlover » Mon Aug 10, 2009 12:20 am

Have you logged a fault with residentialsupport@exetel.com.au yet?

I suggest you do so and then post the ticket number here if you do not get a response by close of business Monday.

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Mon Aug 10, 2009 12:18 pm

it's still blocked although exetel staff told me that it would be working on monday.....

ticket nr billing: 1536221
ticket nr residential: 1536807

What's the point of following payment instructions, if your Internet gets blocked permanently when you provide new bank details???

reallysuperman
Posts: 65
Joined: Tue Jun 02, 2009 8:16 pm
Location: Sydney, NSW

Re: Internet blocked although payment was made!

Post by reallysuperman » Mon Aug 10, 2009 12:47 pm

Direct Debits can take 2 - 4 business days to clear, this could be the issue, Exetel may not have the payment clearance as yet.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Internet blocked although payment was made!

Post by CoreyPlover » Mon Aug 10, 2009 2:56 pm

mozelmar wrote:ticket nr billing: 1536221
ticket nr residential: 1536807
I will bring these tickets to the attention of an Exetel engineer.

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Mon Aug 10, 2009 8:15 pm

still blocked...great!

Martin V
Exetel Staff
Posts: 464
Joined: Wed Nov 08, 2006 12:38 pm
Location: Sydney where else :P

Re: Internet blocked although payment was made!

Post by Martin V » Tue Aug 11, 2009 9:58 am

Hi mozelmar,

I have requested a billing staff to respond to your ticket, you should get an answer shortly.

Martin
Martin
eXeTeL Support

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Tue Aug 11, 2009 12:33 pm

thanks for the help...it's working now!

Can someone pls apply my old profile of 7000/800 (stable) to my connection? I am only getting 700/120 right now....

thejeg

Re: Internet blocked although payment was made!

Post by thejeg » Tue Aug 11, 2009 4:41 pm

Hi mozelma,
mozelmar wrote:thanks for the help...it's working now!

Can someone pls apply my old profile of 7000/800 (stable) to my connection? I am only getting 700/120 right now....
You should be getting the correct speeds now. :wink:

Cheers,
Tj

mozelmar
Posts: 44
Joined: Sat Mar 21, 2009 7:27 pm
Location: Sydney

Re: Internet blocked although payment was made!

Post by mozelmar » Tue Aug 11, 2009 7:50 pm

nope...after reboot and 15 mins unplugged still 700/128 :(

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