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General User related FAQs

We've put together a list of our most common customer enquiries for our support and accounts departments to save you time if one of these applies to you.

• How do I login to MyAccount?
• How can I access my e-mails from overseas or from another computer?
• How can I add extra e-mail addresses to MyAccount?
• What does 'Bundled' mean?
• Is there a quick fix that I can try before I contact support regarding my broadband?
• What is the best way to report an error with MyAccount or webmail?
• How to make a one-off payment through MyAccount?
• Switching your payment method to auto-payment through MyAccount
• I have a new credit card, how do I update my credit card details through MyAccount?
• I have an Eftel dial-up account, how do I add more time?

Helpdesk

Q: How do I login to MyAccount?

A: To login to MyAccount, go to www.eftel.com.au and select the MyAccount option on the top right-hand corner of the screen. You will need to enter your Eftel username (which is also your Eftel e-mail address) and password. Please call our Accounts team on 1300 550 550 (option 3) if you do not know what your username or password are.

If you are using a dial-up connection or are experiencing difficulty viewing MyAccount, we recommend that you select to view the 'MyAccount Lite option' (available on the login page and at the bottom of the screen once you have logged in).

Q: How can I access my emails from another computer or from overseas?

A: If you access your emails via Eftel's on-line webmail or via MyAccount, you can access your emails from any computer or any location in the world. All you need to do is;

1. Make sure you are on-line (Connected to the Internet)
2. Navigate to the Eftel homepage, you can do this by entering the Eftel website address www.eftel.com.au into the address bar of your web browser
3. Login to your webmail as normal.

If you have setup your Eftel e-mail addresses to divert to an e-mail client like outlook your emails will be stored on your local computer. This means you will only be able to access your e-mail from that computer. So unless you have a laptop which you can take overseas with you, you won't be able to access your emails unless you are logged into your local computer.

If you have setup your Eftel e-mail addresses to divert to an on-line e-mail client like hotmail, gmail or yahoo, you emails will be accessible whenever you are on-line. All you need to do is navigate to the webpage where you usually access your emails and login as normal.

Q: How do I add extra e-mail addresses to MyAccount?

A: Depending on which Eftel service you have, you have a certain number of free e-mail addresses which can be setup via MyAccount. To setup a new e-mail address follow these steps;

1. Login to MyAccount
2. You will see the five main icons, and then to the left of these there is a separate text menu which displays 'My Account home', 'Your service name' and 'sign out'. Click on the name of your service and a new menu will appear.
3. Click on the 'e-mail management' icon
4. The 'plan details' section will display how many e-mail addresses you have with your service.
5. Simply add your new e-mail address where it says 'New username', and your new password below, retype your password to confirm. Once you have entered the information click 'update'. You now have a new e-mail address which you can access via your webmail.

Q: What does 'bundled' mean?

A: 'Bundled' refers to a broadband service which is combined with a home phone service. Eftel's home phone service is called 'Speak'. So if you sign up for an Eftel broadband service, and you decide to take up our 'Speak' home phone service, you will qualify for the bundled broadband price. Eftel bundled discounts can save you as much as $20 p/m on your broadband. More information on Speak.

Support

Q: Is there a quick fix that I can try before I contact support regarding my broadband connection?

A: Yes, before contacting us with a technical issue regarding your service, always try this simple test. Turn off the power to your modem for 15 minutes and then turn it back on. '80% of connection issues' are resolved by performing this simple test.

Q: What is the best way to report an error with MyAccount or Webmail?

A: The most effective way of reporting an error is taking a screen shot of the error and emailing it to us as an attachment. Follow this step by step guide.

1. Make sure the error message is shown clearly on your computer screen
2. Press and hold down 'Ctrl' and the 'Print Scrn' key (only for a second) which is usually on the top right hand side of your keyboard.
3. Open up Microsoft word and right click your mouse and select 'paste'. The screen shot should now be pasted into your word document.
4. Save the word document.
5. Open up your Eftel webmail and click on 'Compose'.
6. Down the bottom you will see the attachment functionality. Click on 'Browse' and find the screen shot word document you just saved.
7. Click on 'Add' to attach the document to your e-mail.
8. Send the e-mail to helpdesk@eftel.com or accounts@eftel.com depending on whether your error is a general error, or relates to the payment of your account.
9. Write a brief description of what you were trying to do when the error message was displayed, and refer to the attachment.
10. Send the e-mail and Eftel will respond to your enquiry as soon as possible.

Accounts

Q: How to make a one-off payment through MyAccount?

1. Login to MyAccount (Refer to info above)
2. Click on the 'Make Payment' icon.
3. Follow the steps through the payment wizard, clicking on 'Next' once you have completed each step.

Q: Switiching your payment method to auto-payment through MyAccount

1. Login to MyAccount
2. Click on your service description on the left hand-side of your MyAccount homepage. A new set of icons will appear.
3. Click on the 'Switch to Auto-payment' icon. Follow the steps to configure auto-payment.

Q: I have a new credit card, how do I update my credit card details through MyAccount?

1. Login to MyAccount
2. Click on your broadband service description on the left hand menu. A new menu will appear.
3. Click on the 'Change payment details' icon
4. Select 'Update credit card details' and click 'Go'
5. Enter your new card details and follow the prompts until your credit card changes have been confirmed.

Q: I have an Eftel dial-up account, how do I add more time?

1. Login to MyAccount
2. Click on your broadband service description on the left hand menu. A new menu will appear.
3. Click on the 'Purchase time' icon and follow the steps to add time to your service.