Billing
Support
 Do
you accept money orders?
 Yes,
we do!
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Do
you accept cash payments?
Yes.
If you are paying with cash, we recommend that you drop off your
payment at our office rather than sending it in the mail, for your
protection.
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Do
you accept credit card payments?
Certainly.
We accept Visa, MasterCard, Discover and American Express.
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Do
you offer a discount for pre-payment?
Yes
we do, but only for our webhosting and non-dedicated dial-up accounts.
Pre-pay for 11 months of access, and get the 12th month free!
Please note that there are no discounts for pre-paying for 2, 3
or 6 months, etc., but you are certainly welcome to do so if you
find that more convenient.
We regret that at this time, there are no discounts for pre-paying
for Webjogger’s Highspeed Wireless or Collocation accounts.
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If,
after pre-paying for the annual discount plan, I move from the area
or otherwise decide to switch services, can I get a refund when
I cancel?
Yes,
we will prorate a proportional refund to you according to the fraction
of the year that you actually used your service before terminating
your account.
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If
I pre-pay annually for the 25 hour or 60 hours plan, can I upgrade
to a higher plan if I need more time on line?
Yes,
we will calculate a prorated charge for the difference in costs
of the two plans for the time remaining on your pre-paid service
period. This can also be arranged with you retroactively, if you
receive significant $1/hour charges for going over the 25 or 60
hour per month limits.
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What
does Prorated mean?
This
refers to a proportional dividing up of a charge or refund according
to the time used or remaining for use in a service period. So, for
example, if you sign up in the middle of a month and pay by credit
card (actually processed on the 1st of the month), then the first
payment will be the sum of one month plus the prorated charge for
the first half-month used.
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What
are the charges for going over the 25 or 60 hour per month time
limits?
Our
billing software monitors your time on line, and levies a charge
of $1 per hour of overusage, with periods of less than an hour being
charged proportionately. If these charges prove significant, and
you wish to change retroactively to a higher plan, paying the difference
and continuing with the higher plan afterwards, we will on good
faith adjust the bill for you.
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How
do I monitor my hours on line, or know if I have gone over my 25
or 60 hours on the timed accounts?
If
you go to the Webjogger Portal page - portal.webjogger.net, you'll
find a link at the top of the page called "Customer Information."
This link will take you to a page that will request your username
and password. Once you enter your username and password, click on
the "login" button. A page will be displayed showing your
customer information. At the bottom of the page, click on the "Usage"
button. The first table lists the times you used the Internet during
this last month and shows your total usage at the bottom. The second
table lists previous months' usage. Please click on the logout button
when you are finished checking your usage.
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How
do I know if I'm paid up to date?
If
you go to the Webjogger Portal page - portal.webjogger.net, you'll
find a link at the top of the page called "Customer Information."
This link will take you to a page that will request your username
and password. Once you enter your username and password, click on
the "login" button. A page will be displayed showing your
customer information. At the bottom of the page, click on the ""Unpaid
Invoices" button. There you can find out the balance on your
account. Please click on the logout button when you are finished
checking your information.
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How
long do I have to pay my bill after Webjogger generates the statement?
Payment
for Webjogger’s dialup, webhosting and collocation accounts
are due within 17 days after Webjogger generates the statement.
We do almost always tack on a small courtesy "grace period"
to that. Afterwards, our computer billing software will automatically
deactivate your account.
Payment for Webjogger’s Wireless Highspeed accounts are due
within 30 days after Webjogger generates the statement. Highspeed
accounts with past due invoices will be subject to late fees, consisting
of an 1.5% monthly finance charge. Service to past due accounts
may also at Webjogger's discretion be temporarily suspended, and
subject to a $20.00 reconnection fee once payment in full of all
past due amounts is received.
If your account has been shut off, or you realize that your payment
might arrive late, please give us a call at 757-4000, informing
us of the situation and letting us know what to expect. We will
almost always immediately reactivate the account manually as a courtesy,
while awaiting receipt of your payment.
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If
I have problems paying my bill, what can I do?
Give
us a call at 757-4000, and we can talk about the specific situation,
hopefully coming to an acceptable mutual understanding
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Why
didn't I receive my invoice?
With
some moderate frequency, we are told our customers did not receive
the statements we mailed out; nor, sometimes apparently, do we receive
the checks they have mailed to us. We obviously have no control
over this; when it happens, we ask that you report the problem to
your local post office so they can take appropriate measures.
Overlap billing situations sometimes also arise. For example, if
we receive payment for your next service period before the invoice
has actually been generated, no current statement is issued.
Or, if your payment is considerably overdue, in certain cases the
current invoice will not be sent while we are still awaiting the
promised older payment. In those situations, it is preferable to
send in 2 months payment at least, to get by the overlap and normalize
the billing cycles.
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Do
you have email invoicing?
Yes,
for people paying by check. Customers who opt for email invoicing
will also receive an emailed late notice when their payment is overdue.
It is important that these customers check their email with some
regularity, and empty their mail boxes periodically so that the
invoices (as well as other mail) will not be rejected and bounce
back.
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If
I haven't used my Internet account for more than 2 weeks, can I
get a credit for those 2 weeks?
No,
not under normal circumstances. We ask that you please notify us
beforehand to put your account on hold when, for example, you will
be traveling for an extended period, or when your computer is awaiting
repair. All our fixed costs remain the same, whether or not you
are actually using the system (as is the case with your telephone
bill, which you pay per month whether or not you use the phone).
However, as always we try to be friendly, understanding and flexible,
and are willing to discuss and adjust to special circumstances if
you call to discuss them with us.
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