Billing

RozitaMasri
Level 2

I'm on ADSL2 with a Home phone service. Unfortunately, last Wednesday evening, 10/2, I lost access and was cut off suddenly without any notice. When I rang up, I was told by the support team, Kevin, that they couldn't fix the 'outside issue', and the solution was I needed to switch NBN. 

The earliest they can arrange for the NBN installation date is 23/2, which is practically two weeks. And I can't work without an internet connection for two weeks. 

 

Nonetheless, my questions are, why am I being billed yesterday for the total amount when I don't get any internet connection service from 10/2? Should I be eligible for a rebate? If so, how do I request a reimbursement until my internet issue has been resolved? 

 

I hope to hear from you soon.

1 REPLY 1
Angeli
Moderator

Hi ,

 

If you have recently requested to change your plan from ADSL2+ to NBN, any unused portion from your old plan will be credited once the installation gets completed. This will automatically apply on your account. Let me know if you have further questions.

 

Regards,

Angeli