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If you have a question that does not have an answer on this page please
e-mail FunnelWeb Internet.
Admininstration Questions:
Holiday Suspension
Miscellaneous Questions
Q.
When do I need to pay my account?
A. Each month, FunnelWeb Internet will
make your monthly statement available under the My Account section of the web
site. Please note that FunnelWeb Internet bill in advance for any minimum monthly
payments, and in arrears for any excess usage incurred.
Payment is due in full by the last working day of each month. If you miss this
date FunnelWeb Internet may suspend dial-in services on the Account until payment
is received. FunnelWeb Internet will continue to offer all other services on
suspended accounts including collection of mail and personal web site hosting.
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Q.
When should I receive my monthly statements?
A. Monthly statements are available through
the My Account section of the web site free of charge by the first week of each
month. You will be asked to enter your UserName and password. These are the
same details you use to dial-in.
FunnelWeb Internet is also happy to snail mail your monthly statement to you
for a fee of $2 per statement per month. If you would like to receive a hardcopy
statement in the post, please contact FunnelWeb Internet.
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Q.
Why does my statement not have my last payment?
A. FunnelWeb Internet bills 1 month in
advance for Internet access and 1 month in arrears for excess usage. Therefore
a statement in January will show how much is owed for February’s Internet access,
any excess usage incurred for December and any payments made in December. Any
payments received after the current month's "cut-off" date, will appear
on your next statement.
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Q.
Will I be charged a full months fee if I join part way through a month?
A. FunnelWeb
Internet’s billing system works on a per calendar month basis. Any new users
who joines part way through a month, will have their usage and charges pro-rated
to the end of that month. As access fees for new users is always charged in
advance, any pro-rated month will appear on the following months statement.
An example of pro-rated allowances: Let’s say you join the FW 30 HR on the
25th day, being 31 days in that month, you would be entitled to approximately
5.71 hours and charged approximately $3.24 for access. Any time above this will
be billed as excess usage.
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Q.
Where can I find my hours / download used for the month?
A. On the
FunnelWeb Internet home page select ‘Usage’ from the My Account section of the
web site. You will be asked to enter your UserName and password. These are the
same details you use to dial-in.
This form allows you to enter a specific date range within the last three months
to view how many hours you were connected and how many megabytes you downloaded.
Please bear in mind that FunnelWeb Internet bills on the calendar month. For
example, 1 January – 31 January.
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Q.
How do I know if I am on the right plan?
A. If you have ever wondered if you are
on the correct plan to match your usage, there is an easy way to tell. Simply
plug in dates for the last three-months under the My Account section of the
web site to determine how many hours you were connected and how many MBs you
downloaded. For example,
1/2/03 – 28/2/03 = 26 hours and 30mb
1/3/03 – 31/3/03 = 20 hours and 35mb
1/4/03 – 30/4/03 = 29 hours and 28mb
Add the hours together and divide by 3 to get your average. Do the same for
MBs.
Compare these figures to your current plan. If they are over, there may be
another plan better suited to your usage.
All FunnelWeb Internet plans
can be viewed here.
Please contact FunnelWeb Internet on 6230 6161 or email info@fwi.net.au
for advice and assistance in changing your plan.
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Q.
Can I change my access plan part way through a month?
A. All users are able to change their access
plan at any stage throughout any given month. FunnelWeb Internet require written
authorisation to do this. Simply send a letter or an email outlining your old
plan, your new plan and the new plans commencement date.
Please note: if you change your plan part way through a month your old plan
and new plan will be proratered to bring you into line with the current billing
period. Excess time or hours above the proratered figures will be billed as
excess usage.
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Q.
Where can I find my connection history?
A. On the FunnelWeb Internet home page
select ‘Recent Connections’ from the My Account section of the web site. You
will be asked to enter your UserName and password. These are the same details
you use to dial-in.
The Recent Connections page displays detailed information regarding your connections
in the last 3 months including date, start time, duration of connection and
bytes downloaded.
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Q. How
do I change my password?
A. Log onto the My Account section of
the web site and follow the links. Remember your password will be case sensitive
and require a minimum of 4 characters.
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Q.
After I have logged in to the accounts page, the page just refreshes when I
click any of the buttons. Why?
A. When this occurs, the user has their
browser configured not to accept cookies. You should set your browser to 'prompt
before accepting cookies' or 'always accept cookies'. The cookie settings can
usually be found in the security section of your browser options, depending
on what browser and version you use. If you need help finding these, please
contact FunnelWeb Internet on 6230 6161 or email support@funnelwebinternet.com.au.
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Q.
If I decide to terminate my account, what do I need to do?
A. If you decide to terminate your account
with FunnelWeb Internet, a Termination Request Form must be completed. Verbal
terminations will not be accepted. You will then be sent a final statement to
finalise you account. This statement will include excess usage for the month
terminated.
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Q.
Can I put my account on suspension if I go on holidays?
A. FunnelWebbers
are able to suspend their accounts for a minimum of 2 weeks and a maximum of
6 months. This is applicable to all plans other than the FunnelWeb Casual, Block
hour plan or ADSL. Your account is not billed for the duration of a holiday
period.
As FunnelWeb bills by a calendar month, if you suspend or restart your account
part way through a calendar month your allowance and charge will be pro-ratered
accordingly. A written request from the account holder is required to suspend
an account. For further information please contact FunnelWeb Internet.
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Q.
How much is a megabyte?
A. In terms of billing, one (1) megabyte
is equivalent to one (1) million bytes. Thus:
1 megabyte = 1, 000, 000 bytes
When calculating download usage on your account, FunnelWeb Internet only counts
the number of bytes that have been downloaded to your computer.
Download includes any data transferred from FunnelWeb Internet's modems to
a User's modem. This includes, but is not exclusive to, WWW browsing, FTP downloads,
retrieval of e-mail, Newsgroups and Internet Relay Chat. Data transferred from
a User's modem to FunnelWeb Internet's modems is not considered download.
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Q. How
are megabyte plans charged?
A. When calculating download usage on
your account, FunnelWeb Internet only counts the number of bytes that have been
downloaded to your computer.
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Q.
How are hour plans charged?
A. The minimum connection time recognised
is 1 minute. For example, if you are connected for 40 seconds you will be debited
1 minute.
On Block plans, any unused hours will not be carried over on renewal or expiry
of the term.
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Q.
What is classified as download?
A. As stated in our Dial-up Terms &
Conditions, download is classified as:
Any data transferred from FunnelWeb Internet’s modems to a user’s modem. This
includes, but is not exclusive to, WWW browsing, FTP downloads, retrieval of
e-mail, Newsgroups and Internet Relay Chat. Data transferred from a Users modem
to FunnelWeb Internet’s modems is not considered download.
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Q.
How can I reduce the amount of data I use?
A. If you are on one of the FunnelWeb
Internet plans that has a limited amount of download you may be interested to
know there are a number of things you can do to reduce your data usage. To give
you an idea of what can be squeezed into a Megabyte of data, below is a rough
outline.
Text: Text takes up very little space with around one (1) million characters
making up a Megabyte.
Graphics: Graphics begin to take up a bit more with most well designed
sites having very little in the way of “heavy” or large graphics. However, many
sites these days are becoming more graphic heavy meaning they take longer to
load and consume your Megabyte limit quicker.
Audio / Video: Audio and Video files are by their very nature large
and will easily consume your data limit quickly. An example being that your
average MP3 or digital music file is around one (1) megabyte per minute of song.
One of the more drastic methods of reducing the amount of data you download
is to turn images off in your browser. Both Internet Explorer and Netscape support
this function. Web pages by their nature are graphical and a lot of corporate
sites rely on graphics for their navigation system. Turning images off in your
browser may drastically reduce your ability to navigate these sites as well
as detract from your overall experience of browsing the web.
Other ways of reducing your data consumption is to ask your friends or relatives
not to send you large attachments via email. Large attachments may also clog
your email account, which can cause considerable frustration if you need to
download other email.
Occasionally you will need to update software such as your browser. Since the
complexity of browsers and software in general has increased greatly in the
last few years, their file size has also grown and is unwieldy to download over
the Internet with a modem.
We suggest that you purchase a computer a magazine from your newsagent that
includes a cover CD’s containing updates and demo software. For example the
APC magazine always has the latest versions of both Internet Explorer and Netscape
on their cover CD’s saving you a considerable amount of time, not to mention
the bonus reading material that you get with it.
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Q.
Do I have to pay $27.50 setup fee when upgrading to the FunnelWeb Unlimited
or Extreme plans?
A. Any FunnelWebber with an active plan
who would like to upgrade to the FunnelWeb Unlimited or Extreme plans is not
required to pay the setup fee of $27.50.
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