Frequently Asked Questions

How do I update my mailing or billing address?
You can update your address by mail, over the phone, or via e-mail.

Can I see my current phone and data usage online?
Call detail is available at the end of each billing cycle. You can retrieve this information via your monthly mailed paper invoice, or by accessing it online once you have registered with TouchTone E-Bill. E-Bill is a free electronic billing service that provides TouchTone customers the ability to manage their account online. For more information on E-Bill or to enroll, click here.

I need to update the credit card account information currently on file (such as my expiration date, billing address, etc.)?
To make updates to your credit card account you must complete a credit card authorization form. This form can be found on the back of your invoice, or you can click here to download it. You can either mail the completed form, or fax it to 888-266-0061.

I’m switching phone companies. Can I keep my number?
In most cases you can bring your existing number from your current long distance, local, or wireless service provider to TouchTone Communications. Call Customer Service at 800-266-4006 to find out if your number is eligible.

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

I made a change to my account. Why haven't I seen it on my bill?
If your request was processed after the end of the monthly billing cycle, your bill may not yet reflect the change. We suggest that you wait for your next bill. If you feel that your current statement should reflect the change already, please contact us at 800-266-4006.

Where do I mail payments?
Please send payments to:
TouchTone Communications
Attention: Accounts Receivable
P.O. Box 135
Whippany, NJ 07981

To ensure that your payment is processed without any delays, please include your account number on your check or money order.

Do you take payments over the phone?
Absolutely! You may choose to pay with a credit or debit card over the telephone at no extra charge. Call Customer Service at 800-266-4006.

Can I make payments online?
You can make payments online by enrolling in TouchTone E-Bill. As a member, you have the ability to view your current and past bills, account details, and make payments online. To register, click here.

My payment is supposed to be billed directly to my credit card each month. Why did I get a past due notice?
Your credit card has not been charged and payment has not processed. This may have occurred for a number of reasons including, but not limited to, an invalid card number or expiration date, your credit limit has been exceeded, or if your card was called into the credit card company as lost or stolen. Please call Customer Service at 800-266-4006 to verify your card’s information.

What does it mean when my balance due reads CR?
This indicates that you have a credit balance and do not owe payment at this time. This credit will be applied to your next month’s bill.

Why am I being charged taxes?
By law, TouchTone Communications is required to charge certain taxes, surcharges, and assessment fees. These include mandates from the FCC, Federal, state, and local authorities.

Why am I still being charged a PICC fee if I am no longer a TouchTone customer?
Your telephone number is still seen as “active” in our system. If you have recently switched your service, disconnected a line or made any account changes, please notify us immediately. Without this notification the number will remain “active” and you will continue to receive relevant PICC charges.

What is a PICC fee?
PICC (Presubscribed Interexchange Carrier Charge) is a mandated fee that appears on your monthly long distance bill and is charged on each of your phone lines. The purpose of PICC is to help your local phone company cover the costs of providing service.

What is the Universal Service Fund (USF)?
All telecom companies are required by the FCC to charge a USF fee. The USF is composed of contributions made from telecommunications companies that fund government programs. Examples of these programs include The High Cost Program, which provides support to Eligible Telecommunications Companies (ETCs) who deliver telecommunications service to customers in all regions of the county. More specifically, High Cost support can be sought by companies providing basic core telephone service to customers in areas of the country that are more costly to service. The Low Income Program helps to make telephone service more affordable for low-income consumers through two national programs, Lifeline and Link-Up. The Rural Health Care Program provides reduced rates to rural Health Care Providers (HCPs) for telecommunication services related to the use of telemedicine and telehealth. The Schools and Libraries Program provides eligible schools and libraries with discounts on eligible telecommunication services (ranging from 20% to 90%) depending on economic need and location (urban or rural).

For more information, visit the FCC’s website at www.fcc.gov.

I have questions about a specific service (such as Wireless or Long Distance). Where would I find additional information?
TouchTone's website is organized by product/service. If you are looking for additional information relating to a specific service, please visit that specific service's section (for example, if you are looking for rates on long distance service, please visit the the Long Distance section of the website).

You can always also call our Customer Service Department at 800-266-4006 if you have any questions.