Plan Migration related FAQs

Q: Why am I being moved to a new Eftel plan?
Q: What features will my new plan offer?
Q: Can I remain on my current plan?
Q: What costs are involved?
Q: Will this change my auto-payment service?
Q: What is Peak download quota?
Q: So what is Off-Peak download quota?
Q: If I choose a new plan, will I have to enter into a new fixed-term contract?
Q: What will happen to my plan add-ons?
Q: Will excess download usage specials still be in place?
Q: If I break my contract, will I have to pay a termination fee?

Q: Why am I being moved to a new Eftel plan?

A: Over the next month Eftel will be performing a number of updates to our services to support our ongoing commitment towards achieving industry leading standards in customer service for our members. Our customers are currently distributed over a vast number of older plans. These outdated plans often result in a high level of complexity for both our staff and our members. To focus our product offerings we will be migrating customers from these older plans to our new range of Broadband ADSL services.

We are confident that these changes will be mutually beneficial by providing our loyal members with superior value plans, while allowing our staff to continue to meet and exceed the levels of customer service our members have come to expect.

Q: What features will my new plan offer?

A: The plan migration email you received compares the standard features of your old Eftel plan versus the features of your new Eftel service. The easiest way to see how these changes will affect the price of your monthly Eftel service please compare your Eftel invoice following the date specified in the email you have received against your previous Eftel invoices.

To view your latest Eftel invoice on-line, please:

  • Login to the Eftel MyAccount Portal
  • Select the "Invoice History" icon
  • Click on the "View Invoice PDF" to view your current Eftel invoice.

Q: Can I remain on my current plan?

Unfortunately, you will not be able to remain on your current plan. The communication you received endeavoured to match you up with the most appropriate plan from our current range of ADSL services. However if you feel that one of our other Broadband ADSL plans may better suit your usage needs we openly encourage you to select an alternate plan.

Q: What costs are involved?

If you are happy for your current plan to be automatically updated as per the changes outlined in the communication you have received, you will not incur our normal speed change / plan change fees.

Please note that if you choose to upgrade to a different Eftel ADSL plan, our normal plan change / speed change fees will apply.

If you would like to select a new plan which differs from the plan outlined in the communication you received, simply:

  • Login to the Eftel MyAccount Portal
  • Select your current Eftel service
  • Click on the "Change Service" icon.

Q: Will this change my auto-payment service?

Eftel currently offers a range of auto-pay discounts for using our auto-pay service. Auto-Pay is Eftel's convenient payment service that not only saves you time but also saves you money by automatically debiting your nominated credit card or bank account each month on the date your invoice is due.

If you currently pay for your account using our convenient auto-payment service, the monthly fee for your new Eftel plan will be automatically debited from your account as per normal.

If you haven't already taken advantage of the convenience and savings offered by our auto-payment service, it's very easy. Simply follow these steps:

  • Login to the Eftel MyAccount Portal
  • Select your current plan
  • Click on the "Switch to Auto-Payment" icon to register your auto-pay details.

Q: What is Peak download quota?

Peak quota refers to downloads performed during the Peak time period, which is from 8AM - 12 midnight local time. During the Peak period, any data you download will only count towards your Peak download quota.

Q: So what is Off-Peak download quota?

Off-Peak quota refers to downloads performed during the Off-Peak time period, which is from 12 midnight - 8AM local time. During the Off-Peak period, any data you download will only count towards your Off-Peak download quota. The off-peak period is a great way to download more data without exceeding your peak download allowance.

Q: If I choose a new plan, will I have to enter into a new fixed-term contract?

No, if you change plans you may choose to remain on a month-to-month contract.

Q: What will happen to my plan add-ons?

Your current account add-ons will be migrated across to your new Eftel service. This means there should be no change to your Eftel plan add-ons.

Q: Will excess download usage specials still be in place?

To minimise the complexity for our customers and our staff, excess usage specials are now longer active on our ADSL services. Our new range of ADSL plans replace the old excess/shaping configuration with a generous $6 per GB excess data charge across the board. To view your usage on-line using our convenient download usage meter, simply:

  • Login to the Eftel MyAccount Portal
  • Select your current Eftel ADSL service
  • Click the "View Usage" icon.

Q: If I break my contract, will I have to pay a termination fee?

In accordance with paragraph 4.20 in Eftel's Standard Form of Agreement, if you terminate your fixed-term contract within 42 days of receiving notification of your service migration, you will not be liable to pay an early termination fee. However, you must still pay any other charges applicable to the period during which you used the service.

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