Over charged Excess Downloads per Gbyte

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ryanausi
Posts: 20
Joined: Sat Nov 14, 2009 1:06 pm
Location: Wollongong

Over charged Excess Downloads per Gbyte

Post by ryanausi » Tue Dec 01, 2009 10:08 am

Hi exetel billing team,

I recently changed my adsl2 plan to NF/23BYOLINE which according to exetel's plan details $1.50 will be charged for Excess Downloads per Gbyte. However, in my ADSL Account Plan Details it shows that $6.00 will be charged per Gbyte. Should I open a ticket to report it? Thank you for your advice.


Ryan
1/12/2009

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: Over charged Excess Downloads per Gbyte

Post by James » Tue Dec 01, 2009 10:12 am

Hi,

Did you select shaping? If so, if you went over your download allowance by 2 gigabytes, each excess gigabyte is charged at $6.00.

James

ryanausi
Posts: 20
Joined: Sat Nov 14, 2009 1:06 pm
Location: Wollongong

Re: Over charged Excess Downloads per Gbyte

Post by ryanausi » Tue Dec 01, 2009 11:06 am

Dear James,

Thank you very much for you reply, I did select shaping and forgot it, silly me :oops:

James
Exetel Staff
Posts: 2031
Joined: Mon May 09, 2005 10:27 pm

Re: Over charged Excess Downloads per Gbyte

Post by James » Tue Dec 01, 2009 11:10 am

Hi,

No worries.

James

drnick_
Posts: 56
Joined: Wed Sep 22, 2004 8:21 pm

Re: Over charged Excess Downloads per Gbyte

Post by drnick_ » Mon Dec 07, 2009 12:53 pm

hey James,

I've got the same thing ($6/GB excess), and i remember turning on shaping, but i'm darned if i can find where in the Members Facilities page i can change it :oops:

I've checked under ADSL > Change my service, all the Account Details and Billing Details options... am i just being a bit silly? or has it moved elsewhere?

thx,
Nick

JasonM

Re: Over charged Excess Downloads per Gbyte

Post by JasonM » Mon Dec 07, 2009 1:32 pm

There's no option in members facilities to turn off shaping, as customers can no longer select it.

I'll follow up with our developers.

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

Re: Over charged Excess Downloads per Gbyte

Post by CoreyPlover » Mon Dec 07, 2009 8:34 pm

In the meantime, you can email residentialsupport@exetel.com.au and ask for the shaping to be disabled. Once you do this on the new plans you cannot restore the shaping option
I am a volunteer moderator and not an Exetel staff member. As with all forum posts, mine do not constitute any "official" Exetel position. Support tickets may be logged via https://helpdesk.exetel.com.au or residentialsupport@exetel.com.au

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