Understanding
Your Bill
What
Appears on My First Bill?
Don't Charge My Credit Card.
I Want a Paper Invoice Sent to Me.
Late Fees
Why Does My Bill Include More
Than My Monthly Charge?
I Was Offered a Rebate or Discount.
My Service Took Longer to Install
Than Promised.
I Received Two Bills in a
Row.
I Was Charged for Equipment
That I Never Received.
My Service Experienced Interruptions.
I Should Not be Charged for That Time.
I am a Reseller, yet I am being
billed taxes.
Billing Department Information
Understanding
Your Bill
This
page lists common questions and concerns our
customers have when reading their bill. The
items listed below are examples and will vary
depending on the product you've selected. If
your questions are not answered by the examples
below, please send an email to the Metanet billing
department at: billing@metanethosting.com. Kindly
include detailed questions so we will be able
to improve upon our general explanation. You
must also include your Registration Number in
the subject line of your E-Mail, so that we
can track your billing inquiry. If you do not
know your registration number or have lost this
information you may use other information at
this site to recover it, or you may contact
us by email for this number.
All
customers are electronically E-mailed a monthly
invoice by default. Your account is also available
online 24x7 at http://metanethosting.com/billing/.
At this interface you may login with your Registration
Number and Password that was given to you upon
the creation of your account. Additionally you
have the option to receive statements in HTML
Format (instead of Plain Text Format) as well
as the option to receive hard statements by
regular US Mail.
What
Appears on My First Bill?
The
first bill will usually include any setup fees
and the first month of service and equipment
charges. The second month and every following
month of service will be billed 30 days prior
to receiving service. This gives our customers
30 days in which to send in payment for service.
If payment not received before the subscription
date in which service is provided, accounts
are subject to late fees, suspension or cancellation,
and reconnection fees. If you have subscribed
to a monthly service plan you will be billed
on a monthly recurring basis. If you have subscribed
to an annual service plan you will be billed
on an annually recurring basis.
Don't
Charge My Credit Card. I Want a Paper Invoice
Sent to Me.
If
you have an account that has requested monthly
billing statements to be mailed to you, there
is a $5.00 monthly processing fee.
Late
Fees
Accounts past due of more than 30
days will accrue a 10$ late fee and may be subject
to 1.5% finance charges on overdue balances.
If customer disputes these charges, due to the
fact they have not received an invoice, these
charges will be credited to the customer's account
and will appear as a credit on the next month's
statement.
Why
Does My Bill Include More Than My Monthly Charge?
The items listed on your invoice
will vary, depending on the product you've selected.
The first bill will usually include any setup
fees and equipment charges. Occasionally there
might be Telecommunications taxes and surcharges
appearing on your bill that may be mandatory
taxes. These may change in time, depending on
the Telecommunications regulations and taxes
initiated by the FCC.
I Was
Offered a Rebate or Discount.
If Metanet offered a rebate program,
or your account executive has offered a discount
on your service setup fees, at the time of your
order, we will charge your account for the related
service then credit the account on your initial
invoice.
My
Service Took Longer to Install Than Promised.
If your line is not delivered within
60 business days, you may be entitled to service
credit. The credit for service will apply based
on the terms of the agreement you have entered
into and will be applied as a credit on your
next service bill.
I
Received Two Bills in a Row.
Our
billing department sends invoices 30 days before
the charges are due. The day your new line comes
live, an invoice is sent. If that day happens
to fall near the 30-day lead time, you will
receive another invoice. The second invoice
covers the following monthly period.
I
Was Charged for Equipment That I Never Received.
Occasionally, the automatic processes
that are in place include an unnecessary charge
for a router that you did not order, receive
or need. In this case, we will work with the
shipping firm to clear up the discrepancy and
to credit your account. If a charge was inadvertently
charged to your account for a router that was
not needed or received, please contact billing@metanethosting.com
My
service experienced interruptions. I Should
Not be Charged for That Time.
If your line goes down for more than
24 hours and you have placed a trouble ticket,
you may request credit on your account. You
will receive a notice separate from your monthly
billing charge. Email notification of the credit
for down time will be sent to you as soon as
it is tabulated, and the amount will be credited
to your next monthly invoice.
I
am a reseller, yet I am being billed taxes.
Resellers must provide via fax a copy of their
Reseller Certificate if they intend to resell
services to their clients. You may fax a copy
of this certificate to 614-265-1715.
Billing
Department Information
Email: billing@metanethosting.com
Phone: 614-265-1715
Hours: M-TH 1-4 PM Eastern Standard Time
Online Billing, Statements and Invoices: http://metanethosting.com/billing/
Trouble Ticket: http://metanethosting.com/tt.htm
Should you have other questions and concerns
that may not addressed on this page please contact
Metanet Billing Department at billing@metanethosting.com
