general accounts queries
is it secure to pay my bill on the My Accounts page?
Yes, our website is encrypted with SSL encryption. Many web sites use the protocol to obtain confidential user information, such as credit card numbers and personal information.
how do I update my personal details?
Business Name – Please fax your new details to us on a company letter head.
Address or Phone number – Please call our Accounts Department 1300 550 550 (press 1 for accounts) or email firstname.lastname@example.org using your EFTel email address with your new details. Alternatively you can visit http://myaccount.eftel.com and log in. Please email the Accounts Department via the Contact Us link.
I have a download limit, what does this mean?
Some EFTel plans have a download limit. Your download limit may also include the amount of data you upload also. This means you have a limit on the amount of information you access in your billing period. Download means all information that may go in or out of your modem, even if you don’t save it to your PC.
Downloading includes (Data you receive):
- Downloading emails onto your computer
- Looking at web pages
- Downloading files onto your computer
- File sharing
- Online radio or Video
- Online Games
Uploading includes (Data you send):
- Uploading files to Web Pages
- Using a web cam
- File sharing
- Online Games
- Sending emails
If you exceed this limit you may incur excess charges or your account may be shaped. Fees may vary depending on the plan you have selected.
I have a time limit, what does this mean?
Some EFTel plans have a Time limit. This will allow you a certain amount of hours online (depending on the plan you select). If you exceed your time limit you will be charged per hour or part thereof and invoices in arrears each month. You may want to consider an alternative plan if you frequently exceed your time limit. Please visit our 'for home' or 'for business' sections to look for alternative plans.
will I get a refund if I pay in advance?
EFTel are unable to refund advance payments. We may place your account in credit which can be used on any future EFTel service until the credit is exhausted.
how do I manage my prepaid account?
Due to technical limitations, our systems do not presently issue reminders when your account balance is low. It is therefore important that you check your usage and remaining available hours, regularly
Keeping track of your account is easy. Simply visit our website at www.eftel.com.au and follow the My Account link. Just log in and you will be able to check your remaining hours, hours used and your transaction history.
Pre-paid account credit will be rolled over to the next period every time you renew your account. Please remember, that if you do not renew your account within 12 months of the last renewal, any remaining credit you have will be lost.
To purchase more hours just call our Accounts Department on 1300 550 550 (press 1 for accounts). You will be able to make your payment using any of the payment methods listed under “How can I pay my account?”
how do I change my plan?
To change your plan please call our Accounts Department on 1300 550 550 (press 1 for accounts).
You can view all available plans in the 'for home' or 'for business' section. You may want to visit the My Account Page to see your monthly time & download usage to ensure the plan you select is suitable for your needs.
how do I terminate my account?
Accounts can only be terminated by the account holder.
All accounts must be terminated in writing. Please notify your intent to close your account by calling the Accounts Department on 1300 550 550 (press 1 for accounts). We will issue you with the necessary Termination Request Form to fill in and return to us. Once returned your account will be finalised.
how do I get my invoice?
If your account is invoiced to you, you will receive an invoice via post and via email to your billing email address (this will default to your EFTel email address unless you have advised us of another).
If your account is on Auto-Pay from a Credit Card or Cheque or Savings account, then you will only receive an invoice via email to your billing email address (this will default to your EFTel email address unless you have advised us of another).
if you require a copy of a previous invoice/receipt emailed to you:
Currently you are only able to email transactions to your billing email address.