Q. What are Universal Service Fund fees?
A. Universal Service Fee is a
federal tax imposed on interstate and international usage. This was set up to
provide telecommunication access to schools and colleges in rural and low-income
areas where the likelihood of technology would be slim. The amount imposed
varies depending on your state and/or local area because every state has a
different level of need. It is very difficult to give a uniform answer as to
where you can locate this charge on your phone bill. It could be listed under
any of the following areas: federal tax, state tax, county tax, or even
"special tax", and rarely even under "USF Fee".
Q. What are PICC fees?
A. Presubscribed Inter-exchange Carrier Charge
(pronounced PIC-C) is a fixed monthly charge by
Telegration and other long distance providers for
residential and commercial telephone numbers. This
charge is paid to the long distance providers by the
customer for use and maintenance on the telephone lines.
It is a per line charge that varies by product type,
service and state.
Q. When is my Telegration bill due?
A. Your Telegration bill is due 15
days after the billing cutoff date. To avoid being charged a late fee or
finance charge, please make sure that your payment is posted within 30 days
from the date of the invoice. Please refer to your Telegration agreement
for more information or contact Customer Service at 1-800-860-8881 or customerservice@telegration.net. If service is disconnected for
non-payment, a $25.00 reconnection fee will apply.
Q. What is auto-renewal?
A. Some of the Telegration calling
plans have an auto-renewal feature. When the stated contract time frame on the
agreement comes to an end, the plan will renew for the duration of the original
agreement billed at the same rate if no changes are made to the account. You
can refer to the terms and conditions portion of your original agreement.
Additionally, you may feel free to contact our Customer Service department at
1-800-860-8881 or customerservice@telegration.net for further details. Please call
1-800-835-4786 to contact our CAM department to negotiate a new Telegration
calling plan as you come up for renewal. Or you may contact our Finance
department at 1-888-718-1444 if you auto-renewed already.
Q. How do I make changes to my account?
A. Any additions, moves, changes or disconnections should be referred to our Customer Service department at 1-800-860-8881, customerservice@telegration.net or faxed to 1-800-860-6571. Actions requiring changes to your account must be submitted in writing, email, fax or
mail correspondence to our Customer Service department. Upon receipt of your
request, we will send regular updates regarding the current status of your
account and notification of completion. The address for mailing correspondence
to Telegration is as follows:
Telegration Inc.
3250 West Big Beaver Road
Suite 200
Troy, MI 48084
Q. Can I schedule my own Telegration conference call?
A. If you select Telegration "Always on" conference
call service, your company can have access to your own personal conference
call service that is available to you 24 hours a day, seven days a week. You
will have your own toll free number and pin number to access the service at
your convenience. If you are an occasional user, we have the "Basic" service
that you can set up by contacting the Telegration Customer Service department
at customerservice@telegration.net or 1-800-860-8881. We also offer an "Operated Assisted" service. With this
service, the operator will call out to all the scheduled participants prior to
the call. The "Basic" and "Operator Assisted" services require 24-hour notice.
For further information on any of Telegration conference call services, please
contact our office at customerservice@telegration.net or 1-800-860-8881.
Q. How do I update my accounting codes?
A. For changes and updates to your accounting codes,
you may fax your request to our Customer Service department at 1-800-860-6571
or email us at customerservice@telegration.net.
Q. Who do I contact if I have issues with my AT&T® Yahoo!® DSL Internet service?
A. You may contact the AT&T Internet Services / DSL
support Center at 1-877-722-3755, or feel free to give our Telegration Customer
Service department a call at 1-800-860-8881 and they can assist you in getting
to the AT&T support center.
Q. Why am I getting a shortfall?
A. Shortfalls are charged when a customer is on a
plan that has a minimum usage amount that has not been met. The provision to
receive a lower promotional rate may require that you bill a minimum amount.
For example, if your commitment level is $50.00 and your bill amount is $45.00,
you will be accessed a $5.00 shortfall fee. In the event that this occurs,
please contact our Customer Service department at 1-800-860-8881 or email customerservice@telegration.net so that we can do a thorough review of your usage and calling plan to
make sure that all of your lines are billing correctly and verify that you are
on the plan that is best suited for your calling pattern.
Q. What is an MMU (monthly minimum usage)?
A. The monthly minimum usage amount is the minimum amount of
usage the customer agrees to bill during the monthly
billing period. With some calling plans, it is mandatory that
the minimum amount be met to receive the discounted rate.
If the minimum amount is not met, the rate
may default to the standard rate.
Additionally, the difference equivalent to the minimum charge may be accessed.
You may refer to the terms and conditions of your
original agreement, or contact our Customer Service
department at 1-800-860-8881 or email customerservice@telegration.net for further information. Our service area will be happy
to review your account and make sure that all of your
lines are billing correctly and verify that you are on
the best plan for your calling pattern.
Q. What is 3rd party billing?
A. Third party billing is when a default carrier picks up your traffic
because your service may not have been provisioned correctly to the company you
have selected. For example, if Telegration is your long distance carrier of choice, and the local company has not made the proper updates (sometimes referred to as having the correct "pick" on a telephone line), calls made may be billed by a default company. Often times, these calls are billed by
the default company at the maximum rate allowable. Therefore, it is important
that you contact Telegration Customer Service immediately at 1-800-860-8881 or customerservice@telegration.net so they we can make sure that your
service has been provisioned properly.
Q. When will my AT&Tcontract expire?
A. You can contact our Customer Service department at
1-800-860-8881 or customerservice@telegration.net. We can review your present plan and
let you know when your contract is up for renewal.
Q. Who is my Rep?
A. When you sign up for service
with Telegration, you are working with some of the
most experienced communication consultants in the industry.
These representatives are highly trained in identifying
your specific telecommunication needs and matching
them up with the most efficient, cost effective solution
for you. After your service is up and running, they
will contact you back periodically to assure that
your service is running to your satisfaction. Additional
maintenance issues after the service has been installed
should be referred to our Customer Service
department. Our Customer Service area is available 24
hours daily and can be reached at customerservice@telegration.net or 1-800-860-8881.
Q. Why am I getting a bill from my previous carrier?
A. When you select services through Telegration, we
will work with you to make sure that your order is provisioned timely and
correctly. After verifying that your service has been activated, it is
important that you contact your former carrier to make sure that your account
has been disconnected. (Unless you list Telegration as an authorized agent for
your telecommunication issues, in most cases, we are not able to make changes
on your behalf with another carrier.) Please pay careful attention to any bills
that you receive from your prior carrier. In some instances, you may be charged for usage that may have taken place prior to the close of the billing cycle, for special features that may not have been disconnected, such as calling cards, or for auxiliary charges that you may be billed for, such as account charges or line fees. If you have any questions of concerns, please feel free to contact
our Customer Service department at 1-800-860-8881 or customerservice@telegration.net and fax over a copy of the bill to
1-800-860-6571 and one of our helpful representatives will be happy to assist
you.
Q. When will the contract be effective?
A. When changing to Telegration Inc. for your long
distance service or any of the other nationwide services that we represent, we
also work as timely and efficiently as possible to make the transition as
seamless as possible. Each product that we represent has its own process for
provisioning and associated time frame for completion. For information
regarding the completion time for your specific order, please contact our
Customer Service department at 1-800-860-8881 or customerservice@telegration.net and one of our team members can assist
you.
Q. How do I place International calls?
A. Placing calls from your business or home line
involve a different dialing sequence. Below are examples of the different
calling sequences.
Calling from the United States to International
locations.
When dialing from the Unites Stated to International
countries, you need the specific country code and city code*. The dialing
sequence for international calling is 011-country code, city code and local
number. If you need information regarding a specific city or country code,
please contact our customer service department at 1-800-860-8881 or customerservice@telegration.net.
(*Canada and the U.S. Virgin Island International
calls can be dialed direct using 1-area code and phone number.)
Placing International card calls with a calling
card.
The calling sequence for placing calls from the
United States to other countries is located on the back of the calling card. If
you need additional assistance, please contact Customer Service at
1-800-860-8881.
Calling from International countries back to the
U.S. with a calling card
When calling from International countries back to
the United States, each country is assigned a specific toll free number that is
used to connect you to the network to allow you to complete the call. To get a
listing or further information regarding the toll free number for a specific
country, contact our Customer service department at 1-800-860-8881 or customerservice@telegration.net and one of our
representatives will provide that information to you.
Q. What are the late fees on my Telegration
bill?
A. Telegration long distance customers are charged a
$10.00 late fee 30 days after the date the invoice was generated.
Finance charges on late balances are accessed as well. To avoid these fees,
please make sure that your payment is posted to your account within 30 days
from the date of the invoice.
Q. How do I report a lost or stolen Telegration calling card?
A. To report a lost or stolen Telegration calling
card, please contact our Customer Service Department at 1-800-860-8881 or customerservice@telegration.net.
Q. What if I have a billing dispute?
A. All billing disputes should be submitted in
writing with supporting documentation to our Finance department at
1-888-718-1444 and faxed to 1-248-458-2595 or 1-800-860-6571 or you
may e-mail customerservice@telegration.net In the event that it has been identified as a legitimate claim by a Telegration Representative, the
customer is still responsible for paying the undisputed portion of the bill and
the current usage. Failure to pay these amounts may result in service
interruption.
Q. How do I pay my Telegration bill?
A. You can now pay your Telegration bill the
following ways.
Check by phone – We need the complete bank nine
digit "ABA routing number", which is listed on the bottom of your check
and your bank account number. There is a $2.00 processing fee.
Credit card payment - We accept Electronic Checks, Visa, MasterCard and
American Express. (The processing fee is 3% of the balance up to a maximum
amount of $5.00.) For more information, you may contact our Finance
department at 1-888-718-1444.
Check by mail - You can mail your payment with your
remittance page to the following address:
Telegration, Inc., P.O. Box 3010, Birmingham, MI 48012-3010
Q. What should I do if I misplace a Telegration phone bill or it is lost in the mail?
A. Just call us at 1-800-860-8881 or email us
at customerservice@telegration.net.
We can fax, mail or email you copies of the missing bill.
Bills are usually received by our customers before the
15th of each month. Please call us anytime for bill
copies to avoid late fees and obtain valuable billing
information.