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GENERAL
SERVICES
BILLING
PAYMENTS
GENERAL
 WHY DO I HAVE TO PAY FOR INTERNET ACCESS WHEN IT HAS BEEN FREE IN THE PAST?
When Freenet was first launched, we offered 200 minutes free Internet access with a monthly charge incurring for access beyond this time. We then moved to a totally free service, alongside a number of other Internet Service Providers. The free offerings were based on revenue generated from interconnect agreements between telecommunication companies, which have since expired. Now that new revenue streams must be explored, the industry is forced to change the way it offers its services. At Freenet, we view our original offering as a viable alternative and we aim to continue offering New Zealanders a level of free Internet access.
WHY SHOULD I USE FREENET WHEN THERE ARE OTHER PAY ISPs TO CHOOSE FROM? OR ARE THERE OTHER FREE ISPs?
Freenet was the first ISP in New Zealand to offer a level of free Internet access. We started with a strong commitment to our customers and are determined to continue in this way. Freenet is now the only ISP that offers an ongoing level of free Internet access to both its existing and new members. Both Freenet and our parent company (Compass Communications Ltd) are committed to offering New Zealanders the best possible service, so you can be assured we will always try to ensure your best interests are met.
HOW CAN YOU REMAIN FREE WHEN EVERYONE ELSE SEEMS TO BE GOING TO A PAY SERVICE?
Freenet is a wholly owned subsidiary of Compass Communications Ltd, which
is a profitable, well established, 100% New Zealand owned company. Freenet
is based on a highly efficient and proven business model, which makes
its new ISP offering a viable and sustainable proposition. We now offer
60 minutes free Internet access, with payment required after that time.
I HAVE HEARD THAT FREE ISPs OFFER A REDUCED SERVICE, IS THIS TRUE?
Freenet is committed to customer service and our aim is to be the best ISP offering the lowest cost Internet access available in New Zealand, without compromising speed and network access. Freenet will continue to invest in its network, adding more value-added services, from revenue generated from high users.
SERVICES
WHAT EMAIL AND WEB SERVICES WILL YOU PROVIDE?
We currently provide dial-up access and five free email addresses. We may offer webhosting services in the future if there is enough interest.
WHAT KIND OF CUSTOMER SERVICES DO YOU PROVIDE?
Freenet offers free customer service via email, where we respond to customer
queries within 24 hours. We also offer a 0900 phone service between
7.00am and 11.00pm during 7 days a week.
WHY DO I HAVE TO PAY FOR PHONE SUPPORT?
In order to continue our offer of free access, we must limit our costs in other areas, such as phone support and administration. Freenet has adopted a “user-pays” model for phone support – so that people who do not require the support will not have to subsidise more frequent users.
DOES FREENET SUPPORT JETSTART?
Not at this stage, possibly in the future.
DOES FREENET HAVE A WEBHOSTING SERVICE?
We do not at this stage, although it might be something we will offer in the future if there is enough interest. Our parent company, Compass Communications does offer this service. Their website is http://www.compass.net.nz
BILLING
DO
I HAVE TO PAY THE FULL FEE EVEN IF I ONLY JUST EXCEED THE 60 MINUTE
THRESHOLD?
Yes. The reason
that Freenet can continue to offer free Internet access is because the
company is run efficiently with a sound and sustainable business model.
This model includes charging for Internet access once the 60 minutes have
been used each month.
MUST I SIGN A TIMEBOUND CONTRACT?
No, there is nothing that you need to sign. You can remain an active Freenet
user for as long as you like, accessing the Internet free for 60
minutes every month. All we require is a $9.95 pre-payment which will
be credited against your account if you do not use more than 60 minutes
Internet time, or which will act as your payment if you do. Please
note that the initial payment includes a $9.95 setup charge, which
is non-refundable.
DO
I HAVE TO PROVIDE YOU WITH MY DETAILS AND PAY EVEN IF I NEVER INTEND
TO GO OVER THE 60 MINUTES?
In order to continue our offer of free access, we must limit our costs in
other areas, such as administration and phone support. This includes the
cost of managing the payment process, and the most cost-effective way of
providing this service is to ask that our customers prepay one month in
advance. But if you don’t
use more than 60 minutes, then you don’t have to pay anything, so your
credit will be carried over as the required prepayment for the next month.
HOW
DO I KNOW WHEN I'VE USED MY 60 FREE MINUTES?
Your account information is available through the customer care area on our web site so you will be able to check your hours whenever you are logged on to the Internet.
WHAT HAPPENS IF I LEAVE?
Should you wish to cease your relationship with Freenet then all you need to do is give us 30 days notice in writing.
PAYMENTS
WHAT ARE MY PAYMENT OPTIONS?
We will be offering payment by Credit Card, Direct Debit, Cheque and via an 0900 phone line. These methods will all carry different terms and conditions. The most cost-effective method of payment is by credit card or direct debit. Please note that calls to the freenet 0900 pay line will incur a $1.00 surcharge and are non re-fundable.
DO I PAY ONLY FOR THE MONTHS WHEN I AM OVER THE THRESHOLD?
Yes - you only pay if your have used more than 60 minutes in a particular
month.
WHAT
HAPPENS IF I PREPAY AND DO NOT USE OVER THE 60 MINUTES THAT MONTH?
With the exception of your initial payment, which includes a non-refundable
$9.95 setup charge, your prepayment will show as a credit on your account
and will be carried over as the required prepayment for the next month.
This process will continue each month until you use up your credit.
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