Changed to Naked ADSL - Still paying for previous ISP

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nickbrooks
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Joined: Sat Mar 08, 2008 2:24 pm
Location: Seventeen Mile Rocks, QLD

Changed to Naked ADSL - Still paying for previous ISP

Post by nickbrooks » Sat Mar 08, 2008 3:25 pm

Couldn't find this in any of the FAQ's:

Does Exetel cancel the account with the old ISP when we sign up with the Naked ADSL2 service?

We have been signed up with Naked ADSL2 service for over a week (since 29/2) but have just received a bill from Westnet (our previous ISP) for this this months (march 08) service. So it appears as if our service with them is still enabled.

CLoSeR
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Location: West Ryde, NSW
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Re: Changed to Naked ADSL - Still paying for previous ISP

Post by CLoSeR » Sat Mar 08, 2008 3:30 pm

nickbrooks wrote:Couldn't find this in any of the FAQ's:

Does Exetel cancel the account with the old ISP when we sign up with the Naked ADSL2 service?

We have been signed up with Naked ADSL2 service for over a week (since 29/2) but have just received a bill from Westnet (our previous ISP) for this this months (march 08) service. So it appears as if our service with them is still enabled.
You'll need to contact Westnet to advise you've now churned to Exetel. Usually your supplier would receive a notification of loss from their supplier when you churned to Exetel, however you cannot always rely on these things.

Also, your service cannot be enabled for 2 ISP's, since your now connected to Exetel, your service to Westnet would have been disconnected, its probably just their systems have no updated to show you have left and you've been billed as usual.

This is something you'll need to sort out, Exetel cannot assist.
Need to log a fault ticket? Go here: https://helpdesk.exetel.com.au/

nickbrooks
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Joined: Sat Mar 08, 2008 2:24 pm
Location: Seventeen Mile Rocks, QLD

Post by nickbrooks » Sat Mar 08, 2008 3:46 pm

Thanks for the quick reply CLoSeR.

tocpcs
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Re: Changed to Naked ADSL - Still paying for previous ISP

Post by tocpcs » Sun Mar 09, 2008 12:55 am

CLoSeR wrote:
nickbrooks wrote:Couldn't find this in any of the FAQ's:

Does Exetel cancel the account with the old ISP when we sign up with the Naked ADSL2 service?

We have been signed up with Naked ADSL2 service for over a week (since 29/2) but have just received a bill from Westnet (our previous ISP) for this this months (march 08) service. So it appears as if our service with them is still enabled.
You'll need to contact Westnet to advise you've now churned to Exetel. Usually your supplier would receive a notification of loss from their supplier when you churned to Exetel, however you cannot always rely on these things.

Also, your service cannot be enabled for 2 ISP's, since your now connected to Exetel, your service to Westnet would have been disconnected, its probably just their systems have no updated to show you have left and you've been billed as usual.

This is something you'll need to sort out, Exetel cannot assist.
I had a similar issue with an iiNet customer a while back!

iiNet at one stage even told me it was Exetel's job to tell iiNet, which Exetel denied.

And I for one would believe anything from Exetel's mouth before anything from the iiIdiots that iiNet choose to employ.

dogwomble
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Joined: Sat Mar 17, 2007 12:21 am

Post by dogwomble » Sun Mar 09, 2008 10:13 am

It's not necessarily Exetel's job to advise your previous supplier.

The previous provider will receive a 'loss report' shortly after advising them that you have churned. This should serve as sufficient notification that your account with the previous provider should no longer remain active. This loss report does not come from Exetel, it comes from the suppliers when the connection is cut over.

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