Frequently Asked Questions

1. What are my international rates?
2. My service was disconnected and I want to reconnect it. How do I turn my service back on?
3. I’m having trouble making calls (e.g., dead air, a fast busy tone).
4. What should I do if my long distance service was changed without my authorization?
5. How do I change my long distance provider?
6. What should I do if I’m charged for a service I did not authorize?
7. I’m having difficulty placing international calls.
8. How do I place an international call?
9. I receive a recorded message that I must use an access code.
10. If switching telephone companies, how long will it take for the switch to occur?

1. What are my international rates?
International rates change frequently. To receive the most recent rates you can check the International Rates section of the Web site, or contact Customer Service at 800-266-4006 or via e-mail at support@touchtone.net. If sending an e-mail, please include your account number, full name, daytime phone number, and the specific countries you would like rates for.

2. My service was disconnected and I want to reconnect it. How do I turn my service back on?
We must receive the entire past due amount before your service can be restored. Once your account has been paid in full, please call Customer Service at 800-266-4006 so that we can reconnect service.

3. I’m having trouble making calls (e.g., dead air, a fast busy tone).
For long distance calls only. If you are having trouble making long distance calls, our Customer Service Department is here to work with you to identify and resolve the problem. When calling, please be prepared to provide the following information:

1. The time the problem occurred.
2. Number you were trying to connect to.
3. What happened when you attempted to make the call (recording, echo, etc.).

All calls – local and long distance. If you are having problems placing all calls, then the problem may reside with your local phone service provider. If TouchTone is not your local phone service provider please contact your local service provider for assistance.

TouchTone Customer Service: 800-266-4006.

4. What should I do if my long distance service was changed without my authorization?
If your long distance carrier was switched without your knowledge or permission, please contact our Customer Service Department at 800-266-4006 to resolve the issue. To prevent this from happening again, your local phone company can place a PIC (Primary Interexchange Carrier) Freeze on your phone to prevent your long distance service from being switched by anyone but you.

5. How do I change my long distance provider?
To change your long distance provider to TouchTone Communications, please call 800-266-4006.

6. What should I do if I’m charged for a service I did not authorize?
Contact TouchTone immediately to inform us of the charge so that we may attempt to resolve the situation in a timely manner.

7. I’m having difficulty placing international calls.
Phone lines overseas may be busy during peak hours and calls may not connect immediately. Please try your call again at a later time. If the problem persists please contact us at 800-266-4006.

8. How do I place an international call?
Some international destinations can be reached using 10-digit dialing, otherwise, to dial outside the U.S. you will need to:

Dial 011 + country code + telephone number

If you do not know the country code of the destination that you are trying to dial, click here.

9. I receive a recorded message that I must use an access code.
If you receive this message your local phone service provider may not have your long distance company on file. You must call your local service provider and provide them this information.

10. If switching telephone companies, how long will it take for the change to occur?
Depending on your local phone company, it can take approximately 1-7 business days to establish service. You can verify that you have been switched to TouchTone by calling 800-266-4006.