Exetel Account Type

Queries, errors or glitches regarding Member facilities
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squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Exetel Account Type

Post by squeakytown » Sun Mar 24, 2019 10:41 am

Hi,

Can you please advise what type of account (Residential or Business) our Exetel account has been categorised as?
Account id : 237998

I am unable to locate any indication on the Members Facility pages to determine the type.
This was our original ADSL2 Account which still has our non-NBN services.

Thanks
Dave

IsuruB
Exetel Staff
Posts: 302
Joined: Thu Sep 08, 2016 10:18 pm
Location: Sydney

Re: Exetel Account Type

Post by IsuruB » Sun Mar 24, 2019 1:36 pm

squeakytown wrote:
Sun Mar 24, 2019 10:41 am
Can you please advise what type of account (Residential or Business) our Exetel account has been categorised as?
Account id : 237998
Thanks for reaching out. The customer ID provided here seems to only be linked to your Website and Domain Hosting services with Exetel.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Exetel Account Type

Post by squeakytown » Sun Mar 24, 2019 2:40 pm

Yes - thats correct.

Are you saying there is no account type assigned to that customer ie only those with a NBN service number have a 'Residential or Business' setting?

When converting from ADSL2 to the NBN, we were told to put a new request in via the Exetel website, which we did as a standard Residential request for NBN.
Apparently at some point Exetel changed the new NBN account to a 'Business' type - we were not aware as the cost at the time was the same for the 12mb/1mb 100gb Plan and the Exetel account does not indicate a type anywhere on the pages or invoices. This is why I was checking on our original account to see if it has restrictions also.

Dave

nilushid
Exetel Staff
Posts: 698
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Exetel Account Type

Post by nilushid » Mon Mar 25, 2019 7:50 pm

squeakytown wrote:
Sun Mar 24, 2019 2:40 pm
Yes - thats correct.

Are you saying there is no account type assigned to that customer ie only those with a NBN service number have a 'Residential or Business' setting?
For the given customer ID 237998 you have only Residental Website and Domain Hosting services with Exetel
squeakytown wrote:
Sun Mar 24, 2019 2:40 pm
When converting from ADSL2 to the NBN, we were told to put a new request in via the Exetel website, which we did as a standard Residential request for NBN.
Apparently at some point Exetel changed the new NBN account to a 'Business' type - we were not aware as the cost at the time was the same for the 12mb/1mb 100gb Plan and the Exetel account does not indicate a type anywhere on the pages or invoices. This is why I was checking on our original account to see if it has restrictions also.
There should be a different customer ID for the NBN services you signed up with exetel. We will inform our sales team to check on this and get back to you.

Mandy
Exetel Staff
Posts: 50
Joined: Fri May 03, 2013 5:15 pm
Location: Sydney

Re: Exetel Account Type

Post by Mandy » Tue Mar 26, 2019 1:05 pm

nilushid wrote:
Mon Mar 25, 2019 7:50 pm
squeakytown wrote:
Sun Mar 24, 2019 2:40 pm
Yes - thats correct.

Are you saying there is no account type assigned to that customer ie only those with a NBN service number have a 'Residential or Business' setting?
For the given customer ID 237998 you have only Residental Website and Domain Hosting services with Exetel
squeakytown wrote:
Sun Mar 24, 2019 2:40 pm
When converting from ADSL2 to the NBN, we were told to put a new request in via the Exetel website, which we did as a standard Residential request for NBN.
Apparently at some point Exetel changed the new NBN account to a 'Business' type - we were not aware as the cost at the time was the same for the 12mb/1mb 100gb Plan and the Exetel account does not indicate a type anywhere on the pages or invoices. This is why I was checking on our original account to see if it has restrictions also.
There should be a different customer ID for the NBN services you signed up with exetel. We will inform our sales team to check on this and get back to you.
Hi Dave,

The ADSL service under customer ID 237998 has been migrated over to the Fibre customer ID 338240 and reflects as a business grade service.

The only services attached to 237998 are the Website and Domain Hosting services with Exetel which is categorized as a Residential Grade.

let me know if any further assistance or clarification can be provided.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Exetel Account Type

Post by squeakytown » Tue Mar 26, 2019 3:23 pm

Thank you - this makes sense for our current predicament.

We didn't know why the NBN account was made a business grade - the request was made as an online residential account the same as the adsl and website service had been.
Is there a reason that no where on our MyExetel pages or invoices indicate we are on a 'Business Grade'?

Also after several attempts at having our accounts merged so we only had one Exetel bill they were never joined - although we were told it was done.
I'm assuming Exetel couldn't as they didn't match?

We are on the bottom Exetel plan of 12/1 100gb and recently attempted to increase our usage limit online to 500gb, only to find out we couldn't - the page told us to ring business support.
Exetel advised us that business's are not offered that or any plan near it. We would have to jump from $40 per month to $70 a month a 42% increase.
(All because we are on a grade we didnt request).

Dave

Mandy
Exetel Staff
Posts: 50
Joined: Fri May 03, 2013 5:15 pm
Location: Sydney

Re: Exetel Account Type

Post by Mandy » Tue Mar 26, 2019 5:46 pm

squeakytown wrote:
Tue Mar 26, 2019 3:23 pm
Thank you - this makes sense for our current predicament.

We didn't know why the NBN account was made a business grade - the request was made as an online residential account the same as the adsl and website service had been.
Is there a reason that no where on our MyExetel pages or invoices indicate we are on a 'Business Grade'?

Also after several attempts at having our accounts merged so we only had one Exetel bill they were never joined - although we were told it was done.
I'm assuming Exetel couldn't as they didn't match?

We are on the bottom Exetel plan of 12/1 100gb and recently attempted to increase our usage limit online to 500gb, only to find out we couldn't - the page told us to ring business support.
Exetel advised us that business's are not offered that or any plan near it. We would have to jump from $40 per month to $70 a month a 42% increase.
(All because we are on a grade we didnt request).

Dave
Hi Dave,

Let me have a look at your request and get back to you via E-mail.

Cheers
Mandy

James
Exetel Staff
Posts: 1992
Joined: Mon May 09, 2005 10:27 pm

Re: Exetel Account Type

Post by James » Tue Mar 26, 2019 11:55 pm

If you apply under a business name they you are considered a SMB business account, and have access to only those plans.

Corporate accounts are something else.

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