Support - FAQ

FAQ

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Service Activation, Change and Cancellation

If your address does not appear in the search results, this usually means your address is unfortunately not in the serviceable areas. However, it is also possible that your address is quite new and our address data base has not been updated to include your address. You are more than welcome to submit a ticket on Support page or send an email to support@ezinternet.com.au and we will check the address for you.

There are two parts of the activation, the carrier part and ezinternet part. If all the infrastructure is already in place, the service activation normally takes 10-20 minutes. If a tech visit from the carrier is required, the lead time could be 2-10 working days.

If you have received the service completion email, it means your service is ready to use. Please following the manufacturer’s instruction to program your WiFi router or download the manual here.

Please submit the Support Form on our support page. Our team will process your request and get back to you once the change is completed.

Please submit the Support Form on our support page. Our team will process your request and get back to you once the cancellation is completed.

Service Fault and Toubleshooting

There are many reasons that can stop your Internet/WiFi from working. Please check the power and cabling first, or download our troubleshooting manual here. If the fault is still ongoing, please submit the Support Form and our team will get back to you as soon as possible.

The common reasons for slow speed are heavy traffic during peak hours, poor WiFi coverage and router issue. Turning the WiFi router off and on again or moving the WiFi router to a different location can solve some of the problem. If multiple devices are used for streaming services, upgrading the speed plan might not be a bad idea. You can also download our troubleshooting manual for more information. If the speed issue persists, please submit the Support Form and our team will get back to you to offer more help.

WiFi is convenient but sometime can be less reliable. For any essential applications, such as home security, voice conference and stock trading, we highly recommend you to use a fixed line connection to the router.

WiFi speed is heavily rely on the signal strength. To boost up the signal, you can use a router with higher transmission power, or install a WiFi extender to improve the coverage. Ezinternet offer IT support services to help you improve your home WiFi system. Please submit the Support Form and our team will get back to your as soon as possible.

Billing and Payment

Please click on the link below to update your card information or nominate a new card.
 
Card Information Update Page

EZINTERNET issue invoices monthly within the first 5 business days of each calendar month.

For each invoice:

Total amount = opening balance + new charge  – credit.

Payment can be made via credit card (only Visa and Mastercard credit cards are accepted). Bank transfer is offered to our business customers only. EZINTERNET do not charge surcharges on any of its payment methods.

The amount in an invoice is automatically deducted from the customer’s nominated credit card on 10th of that month. If the payment is not successful, a second deduction request will be made on 11th of the month. A third and final deduction request will be made on 12th of the month if both previous requests fail. EZINTERNET reserves the rights of disconnecting or downgrading the service if the payment is not received by 20th of the month.

EZINTERNET charge monthly recurring fee in advance, e.g. the invoice issued in May includes any unpaid fee from previous months and the monthly recurring fee for May, this amount will be automatically deducted from the customer’s credit card on 10 May.

Please submit a Support Form to report the issue and our team will get back to your as soon as possible. We will refund any overcharge back to your account as credit. Any unused credit will be refunded to your credit card when the service is cancelled.

Paper bill is a paid service at $5.00/month or $5.00 per request. Please submit a Support Form to us and we will offer this service to you.