Service
FAQs
Q:
How can Cybertel’s call rates be such good value compared
to other phone companies?
A: Two reasons,
1) Cybertel buys Telstra Wholesale services at very favourable rates and because
we don’t have the
huge overheads of the larger Telco’s, we are able
to pass the savings on to you.
2) Our web based billing system generates and emails you your monthly
account, doing away with the need for an accounts department. The email
invoice contains complete call details for quick verification and
account reconciliation.
Q: As your prices are so low does this mean the service will
not be as good?
A: No, normal fixed-line voice calls are carried on Telstra's network. Smartoffice calls are carried on Optus' secure private network. The call
quality is exactly the same as your current
service.
Q: How long does it take before I start saving money?
A: It takes a maximum of 5-working days before your current service
provider stops billing you and Cybertel starts.
Q: Will there be any disruption to my current service?
A: No, the transition is seamless.
Q: Do I need to buy any equipment?
A: No, all our services use your existing phone line and phone system
with the acception of Cybertel Smartoffice, which will require the
installation of a Router. The router and installation are free while
connected to Cybertel Smartoffice for 24 months.
Q: Do I have to do anything?
A: No, You simply give us authorisation to "churn" your current
service to Cybertel and we do the rest.
Q: Are there any additional or hidden costs?
A: No, there are no contracts or setup costs, nor is there a minimum
usage on fixed-line services. Mobile and Cybertel Smartoffice have optional contracts.
Q: What if I am not happy with the savings or service with Cybertel?
A: No problem, you are free to revert back to your original service
provider at any time, for what ever reason, no questions asked. There are no contracts
or minimum term. Reverting back to your original service provider
will take just 48-hours.
Q: What happens to my service if for some reason Cybertel decides
to get out of the Telecommunications business?
A: Unlikely, but if we did then your service will be billed by
our wholesale service provider. This process would happen without
disruption to your service.
Payment FAQs
Q: How do I pay my account?
A: Cybertel is able to offer great rates because our on-line
billing system does away with the need for an accounts department.
Accounts are paid via Direct Debit Request from either a credit
card or bank account.
Q: When is my credit card or bank account debited?
A: Typically debited on the 14th of each month.
Q: Are there any monthly minimums to pay?
A: There are no monthly minimums. You pay only the cost of
your calls and line rental.
Q: Can I make a payment direct to your bank account?
A: Yes, our bank account details are as follows:
Account Name
Cybertel Telecom Pty Ltd
Bank ANZ
BSB # 014 218
Account # 4939 94188
Please be sure to let us know you have made a payment,
with your Customer Code, the amount paid, and Invoice Number.
You can do
this by 'phone, fax or email.
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Service
Options FAQs
Q: What is "Full-Service" option?
A: With Full-Service option you bring all of your telephone
services across to Cybertel including line rental. Cybertel
bills you for everything.
The Full-Service option is the best option because you
will receive just one bill for all services.
Q: What is "Pre-Select" option?
A: With the Pre-Select option you place calls exactly as
you would using your primary service provider (eg Telstra,
or Optus). Your local calls will still be processed by your
primary service provider, but all STD, International and
calls to mobiles will be connected and billed by Cybertel,
because your service has been programmed for this.
Q: What is "Over-Ride" option?
A: You place calls by first dialling an access code issued
by Cybertel followed by the number you wish to call. This
gives you a choice between using your primary service provider
(eg Telstra, or Optus) or Cybertel to place particular calls.
If you have Over-Ride service option, and dial normally,
your primary service provider will process and bill the call
to you. If you want Cybertel to process and bill the call,
just enter your access code before your destination number.
Like Pre-Select, this service means you continue to use your
existing carrier for line rental and local calls.
Sign
Up FAQs
Q: How do I arrange for Cybertel service?
A: You will need to complete an Account Application Form, an
Authority to Change Provider Form and a Direct Debit Request
Form. This is typically processed and approved within 24 hours.
Q: How long will it take for the service to start?
A: Service activation for fixed-line and mobile services is usually
within 5-working days. Cybertel Smartoffice will take up to 25 working
days to provision.
Q: How long will current rates last?
A: Rates are current from the date shown on our current rate sheet or
as published on our web site. Whenever Cybertel's wholesale costs
decrease, we will review our rates downwards and amend your account
accordingly without notification. If in the unlikely event that rates
go up, we will notify you 30-days prior to any rate changes. We
recommend you check your rates via your secure login.
Billing FAQs
Q: When will I get my bill?
A: Billing is done within the first few days in each month
for the previous calendar month. Your Account Summary is automatically
emailed to you by the NetSecured Billing system.
Q: Who bills me?
A: You will be billed by Cybertel via the NetSecured Billing system.
If you use several of our services, ie mobile phone, Internet,
web hosting etc., these are all combined on the one monthly
bill.
Q: Do I get full details of my calls?
A: Yes. Your Account will show a summary all information about
your service. Full details of all calls made, call duration
and call charges for the billing period.
Q: How are my calls charged?
A: You are charged for all connected calls. If you connect
to an answering machine, fax, message service, or misdialled
number, you will be charged for such connected calls. Calls
are charged per second. Some National, International and calls to
mobiles may be subject to flag-fall, check your rate plan for
details.
Q: How is my bill made up?
A: Billing is fully computerised and a summary made up from
call data, with itemised records of all calls on your monthly statement. This raw data is automatically checked
by the NetSecured Billing System for any anomalies and fluctuations, however, we recommend that you check your bills and advise us where you consider
a mistake may have been made.
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