This article provides some important advice about closing an AlpohaCall account or changing the account owner.
Closing an account means that you will no longer have any services with Nelson Bay Online. You may choose to move your service to another provider if possible, but all other services will be cancelled.
Changing account ownership means another person is agreeing to take responsibility for owning all of the Nelson Bay Online services on the account and paying the invoices for the account.
Who has the authority to close an Nelson Bay Online account or change ownership
Only someone listed on the account as a Billing Contact (Account Holder) may close an account or authorise a change in ownership.
If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 746 754. We can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).
Invoices after account closure
After your account has been closed, we must then wait for our billing system to raise your next invoice. Any credit on your Nelson Bay Online account will be used to balance charges on your final invoice. If there's not enough credit to balance all of the charges, the remaining amount due can be paid in the same way you usually pay your Nelson Bay Online invoices.
If any credit remains on your account after your final invoice has been paid, it can be refunded to your nominated bank account or credit card. This should balance your Nelson Bay Online account.
Invoices when changing account ownership
Our billing system cannot split charges between previous and current account holders. As soon as the new account holder is added to the account, they are responsible for paying the full amount of all subsequent invoices and charges for the account, including charges dated from before they date they took ownership.
Both parties are responsible for settling any amounts they owe each other amongst themselves. Nelson Bay Online will not mediate in any way; we will only issue the invoice for all charges due to the new account holder.
Just because you're moving house doesn't mean you need to cancel. We should be able to relocate your broadband services, even if you're switching from one kind of internet service to another. See our Moving House FAQ.
Whenever you're moving house, you should always call our Support Team on 1300 746 754 to advise us of the move so we can make sure things go smoothly. If you don't notify us of the move/cancellation, our billing system may continue to charge you for Nelson Bay Online services connected at your old address.