Over charged Excess Downloads per Gbyte

[ryanausi]

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]

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]

Dear James,

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

[James]

Hi,

No worries.

James

[drnick_]

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

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]

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]

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