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 cut-off
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.