Line Activation fee on plan change

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MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Line Activation fee on plan change

Post by MatthewC » Wed May 07, 2014 7:42 pm

Hi

Why am I being charged a line activation fee for a change of plan? This is not a new service I am an existing Exetel customer, there is no line activation, the line is already active with an Exetel service.
Screen Shot 2014-05-07 at 7.33.26 pm.png
Line activation fee
Screen Shot 2014-05-07 at 7.33.26 pm.png (74.42 KiB) Viewed 5089 times
I've simply changed plan, this is a new 12 month contract.
Screen Shot 2014-05-07 at 7.35.50 pm.png
Change plan
Screen Shot 2014-05-07 at 7.35.50 pm.png (41.76 KiB) Viewed 5089 times
Invoice number E0053118625

Bellag
Exetel Staff
Posts: 68
Joined: Wed Aug 07, 2013 1:13 pm
Location: Sydney

Re: Line Activation fee on plan change

Post by Bellag » Wed May 07, 2014 8:39 pm

Hi Maththew,

A new Fiber customer is required to pay a line activation fee of $59.99 and at the same time take up a new 12 months contract. However, existing Fibre customers are given the option of upgrading to a new plan by either paying a plan change fee of$59.99 and continue on the existing contract or not pay the plan change fee and take up a new 12 months contract.

Regards,
Bella.

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MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Line Activation fee on plan change

Post by MatthewC » Wed May 07, 2014 10:09 pm

Hi Bella

The dashboard shows a new 12 month contract has already been started so I'm bemused as to how this can be charged. I'm happy to start the new 12 months contract but there is no where during the change plan to confirm this either way.

Bellag
Exetel Staff
Posts: 68
Joined: Wed Aug 07, 2013 1:13 pm
Location: Sydney

Re: Line Activation fee on plan change

Post by Bellag » Thu May 08, 2014 1:07 pm

Hi Matthew,

Could you kindly PM us the plan that you would like to change over to and we can arrange that for you.

Regards,
Bella.

Bellag
Exetel Staff
Posts: 68
Joined: Wed Aug 07, 2013 1:13 pm
Location: Sydney

Re: Line Activation fee on plan change

Post by Bellag » Thu May 08, 2014 7:39 pm

Hi Matthew,

PM received. Thank you.

Kind regards,
Bella.

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MatthewC
Posts: 29
Joined: Thu Jun 13, 2013 10:39 pm
Location: Lyndhurst, Victoria

Re: Line Activation fee on plan change

Post by MatthewC » Fri May 16, 2014 5:41 pm

I am still yet to receive a response to this issue, can someone please follow up.

Thanks
Matt

Bellag
Exetel Staff
Posts: 68
Joined: Wed Aug 07, 2013 1:13 pm
Location: Sydney

Re: Line Activation fee on plan change

Post by Bellag » Fri May 16, 2014 7:33 pm

Hi Matt,

An update has been sent to your nominated email address. (Reference ID 7882294)

Kind Regards,
BellaG.

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