Help Desk / Support

Pay In Advance FAQ

When you applied to MRD Telco you agreed to pay a recurring monthly plan fee even if you don't take any calls or use the service.


So, at the begining of each month you pay the flat minimum monthly fee plus any additional tolling charges etc. The monthly fee is a fixed recurring charge and you pay this fixed minimum monthly fee even if you don't use the service or take any calls.


That means at the begining of each month your credit will immediately drop by the amount of your minimum monthly plan charge plus any tolling charges and any other applicaple fees and charges.


To avoid auto-suspension of services you need to Top-up your credit.


Suspension of services does not mean your account is canceled. You still pay the recurring monthly plan fee even if you don't take any calls or use the service.


You can view the amount that was deducted from your available credit by viewing your most recent invoice. To view your most recent invoice go to our website's Top Menu > Customer Portal > Customer Toolbox


One of the most common reasons a service is not working is that you have run out of credit on your account.


With Pre-Pay you need to maintain your account in credit 24/7 to avoid auto-suspension. If your credit balance is zero or negative (not in credit) your service has been auto-suspended. This means your service(s) will remain suspended until you "Top-up" your credit. Also you need to Top-up now to avoid auto-cancellation of your service(s) within 21 days of the date of your most recent invoice.


To reconnect your service(s) you need to Top-up your credit. To Top-up you can make a credit card payment 24/7 by logging into your account control panel at Customer Toolbox.


Once we have received your credit payment through your online Customer Toolbox your service(s) will be restored within minutes.


To view your most recent invoice go to our website's Top Menu > Customer Portal > Customer Toolbox


To find out more about Pre-Pay visit: Pay In Advance FAQ


To avoid running out of credit, we have a number of systems in place for you to utilise in your customer toolbox. Once logged In your Customer toolbox, you can go to 'Account Detail' tab > 'Preferences' tab

  1. In 'frequency', you will receive a weekly Credit notification email (initially set as a default) to let you know how much credit is on your account. You can change this to a particular day of the week or even to 'daily' notifications.
  2. If you go below the dollar amount in the 'Critical Balance' (initially set to $5.00 as a default amount), credit notification emails will occur daily regardless of preference frequency settings. Once your credit is topped up above the specified 'Critical Balance' amount, you will continue to receive weekly Credit notification emails.
  3. If you run out of credit at any time during the day, you will be sent an email so you can top up straight away and keep receiving calls throughout the day.
  4. At the start of each calendar month, an 'End of Month' (EOM) processing will occur, if you receive an email, this email will state the credit you currently have on your account and later that day the bill run will occur and you may not have enough credit on your account to keep the account active. This EOM email will state the approximate amount your account will go into debit, please make sure you read the email top up accordingly.

 

Change Diversion Number

1300 Number Real-Time Changes

 

Cost to change your 1300 number destination

Your 1300 Number hosting plan includes one free destination change per service per month. Thereafter $1.00 per destination change per service per month.

 

You can change your answer point (diversion) online through your login portal by following these simple steps:

 

Change Simple Routing (1,2 or 3 Destinations)
  1. Login to a your Customer Tool Box. You will need your Customer Account Number and Password.
  2. Go to "Services"
  3. Find your 1300 number you want to manage
  4. Click on "Manage"
  5. Find "Simple Routing"
  6. Change your answer point number
  7. Submit your change
  8. Test your new answer point number/s
Destination number formats:

You must enter your destination number/s in the following format or your service/s will not function.

  • Australian landline numbers: state area code + landline number eg 0733542600 - NOT 61733542600
  • Australian mobile numbers: only the mobile eg 0419000000 - NOT 61419000000
  • International destination numbers: international dialing code 0011 + country of origin dialing code + destination number eg for New Zealand destination number 0011 + country of origin dialing code 64 + destination number 48179999 = 00116448179999 - NOT +6448179999

1800 Number Real-Time Changes

 

Cost to change your 1800 number destination

Your 1800 Number hosting plan includes one free destination change per service per month. Thereafter $5.00 per destination change per service per month.

 

You can change your answer point (diversion) online through your login portal by following these simple steps:

 

Change Simple Routing (1,2 or 3 Destinations)
  1. Login to a your Customer Tool Box. You will need your Customer Account Number and Password.
  2. Go to "Services"
  3. Find your 1800 number you want to manage
  4. Click on "Manage"
  5. Find "Simple Routing"
  6. Change your answer point number
  7. Submit your change
  8. Test your new answer point number/s
Destination number formats:

You must enter your destination number/s in the following format or your service/s will not function.

  • Australian landline numbers: state area code + landline number eg 0733542600 - NOT 61733542600
  • Australian mobile numbers: only the mobile eg 0419000000 - NOT 61419000000
  • International destination numbers: international dialing code 0011 + country of origin dialing code + destination number eg for New Zealand destination number 0011 + country of origin dialing code 64 + destination number 48179999 = 00116448179999 - NOT +6448179999

 

How To Cancel a Service Or Close Your Account

Cancelling A Single Service

If have more than one service on your account you can cancel one or more services through the Cancel Service Ticket


Closing Your Account

If you want to close (cancel) your account and disconnect all services you can do so through the Close Account Ticket