FAQ

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FNN = Full National Number, your phone number including area code. eg 0391234567

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The payment method varies depending on what service you have.

• Visa
• MasterCard

• Monthly
• Quarterly (3 months)
• Annually (12 months)

Customers with phone services or excess charges will be billed monthly for these variable charges.

Due to security reasons, we currently do not allow online payments.

Please refer to the due date on your invoice.

If an invoice is not paid in full on the due date, we will send you an email reminder 5 days after it was due. If the outstanding monies have not been paid in full 10 days after the due date we will suspend your service. We will then mail you a notice outlining how you can restore your service. Reconnection fees may apply if your service becomes terminated.

Your invoice will be emailed to you as a PDF attachment.

To be eligible for our Preferred Rates on broadband services you are required to pay by automatic credit card debit.
Some other BinaryHome Internet services have E.F.T and cheque payment options.

Customers with a combined monthly broadband services value of at least $2000.00 per month may be eligible for alternative credit terms.
Please complete a Credit Application if you would like to take advantage of this service.

Your automatic direct debit or credit card debit due to several reasons, including:

• Credit Card – Expired Card Details (New Number, New Expiry Date)
• Credit Card – Insufficient Credit Card Funds

Please contact our accounts department on 1300 252 638 or fax an updated Credit Card Authorisation Form to us on (03) 9012 4143.

Please have the account holder fax a signed letter requesting the cancellation of the requested service to BinaryHome Internet.

We will contact you to confirm the cancellation prior to discontinuing the service.

We will issue a invoice for any outstanding charges. These typically include phone call and excess usage charges. If you are within a contract period this charge will also be included.

Yes, although a contract exit fee is only applicable if you are within the fixed contract period.

• ADSL – First 6 months
• ADSL2+ – First 12 months or 24 months on Promotional Plans
• Fibre, BDSL, Co-location – Varies (Minimum of 12 months)

If you are outside the contract period no contract exit fee applies. If you are within the contract period the exit fee is the value if the months of the contract.

Shaping is the method we use to manage your download quota. Shaping only applies to our ADSL and ADSL2+ services.

When you have reached your monthly quota on either your Prepaid OR Peering allowances you will be shaped to a lower speed.

• Existing Customers (Pre 30th Nov 2007) – shaping will be removed and your quota will be reset on the 1st of each calendar month.
• New Customers (Post 1st Dec 2007) – shaping will be removed and your quota will be reset on the monthly anniversary of your joining date.

Unfortunately not at this time. Providing shaped plans provides you with the reassueance of a fixed monthly fee and allows us to have less accounts staff.

The following destinations are excluded from traffic quotas:

• Uploads

Yes, traffic routed over our network between our customers is metered and subject to shaping.

No, unfortunately not. Your quota is reset.

We will be introducing a traffic protal soon. To find our your current usage, please call customer service or log a support ticket.