Customer Care Frequently Asked Questions

How do I upgrade/downgrade my account features?
What is your Refund Policy?
What is your renewal procedure?
If I have questions on my bill whom do I call?
What is your Internet Service Restoral Fee?
How do I cancel my service?


How do I change my Internet Service plan or upgrade/downgrade my account features?  top
Please contact our Customer Service group to make changes to your account. You may contact our Service center at 818-340-0032, or via eMail at csupport@planetonline.com. Please reference your domain name or Internet Access information in the subject line and be sure that your eMail is sent from the original contact eMail address listed in your service activation email.

Refund Policy  top
Each of our Planet Online Internet Services carries a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the contract amount excluding mandatory setup fees, ala carte items and applicable domain registration fees.
All cancellations must be forwarded to us via eMail or fax. Phone requests will not constitute acceptance of any cancellation.
If you are on a monthly price plan and are past your initial 30 days of service, there are no credits due. If you choose a yearly price plan and cancel your service after 30 days, you will receive a prorated credit for the service unused less a $75-$500 penalty fee depending on your service type and terms of your contract.

What is your renewal procedure?  top
All Internet Service accounts are automatically renewed at the end of your term, for the same length of the initial contract.
Our invoice date is the renewal date. If your credit card is declined, we will notify you via eMail so you may update your billing information prior to an interruption in service.

If I have questions on my bill whom do I call?  top
Please contact our Billing Department for assistance with updating your account at 818-340-0032 option 2 for accounting.

Restoral Fee  top
If your Internet Service is interrupted or suspended for billing purposes then the following fees are due prior to service restoral: Web Hosting, dial up access $50 restoral fee, DSL $100 restoral fee, Colocation & Dedicated hosting $150 restoral fee, High-Speed Internet Access such as T1, Frame Relay & Wireless $250 restoral fee. In addition Planet Online will require a 3 months advance payment as security deposit.

How do I cancel my service?  top
To cancel your Internet Service simply send an eMail to csupport@planetonline.com with the word cancel in the subject line. Please make sure you include details of your Internet Service in the body of your email such as Domain name for Web Hosting accounts, DSL phone number for DSL accounts, user id for dial up accounts, Service address for High-Speed Internet Access. For security purposes, the eMail address of the request must match the main contact information that is listed for your account. You'll find this information in the Edit Account Information screen of your control panel. Phone requests will not constitute acceptance of any cancellation.