TouchTone Communications

800-266-4006 SpacerBlogspacer Sign Up SpacerSell TouchTone Services spacer Partner Login spacerJoin TouchTone on LinkedInspacerFollow TouchTone on FacebooksapcerFollow TouchTone @TouchToneNetspacerBusiness Phone News BlogspacerGoogle+
Web Button Generators by Vista-Buttons.com v5.5 Web Button Generators by Vista-Buttons.com v5.5

Frequently Asked Questions

General

arrow 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 1-800-266-4006 to find out if your number is eligible.

arrow 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. Enroll in E-Bill now.

arrow 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.



Products and Services

arrow What are the different calling types? (i.e., intrastate calling, interstate calling, etc.)

In-state Long Distance (intrastate calling): long distance calls made within your state, but to an area outside of your local calling area (LATA). For example, calling Albany, NY from New York City.

State-to-State Long Distance (interstate calling): long distance calls that cross state borders. For example, calling Colorado from Florida.

International Long Distance: calls to other countries. For example, calling Italy from the U.S.

Local Calls: calls made in your immediate geographic area. Depending on where you live, your local service area could extend to your entire neighborhood, city, or county.



arrow What is TouchTone’s international casual access number?
TouchTone's international casual access number is 1-800-320-9900.

How it works.

1. Dial 1-800-320-9900 from your home phone, wait for the dial tone (please note: your phone number must be registered with TouchTone in order for calls to be completed).
2. Enter 011 + destination number.

For rates or to sign up for international long distance, please call 800-266-4006.



arrow What types of business solutions are available to me?

With the introduction of VoIP (Voice over IP) technology, customers now have more options than ever before when it comes to choosing a dependable and cost efficient communications solution.  But with some many VoIP service options on the market, choosing the right business phone system can be overwhelming.

In the end, it comes down to either a hosted business phone service (TouchTone Business Phone Service), or an on-premises SIP compliant IP phone system with SIP service (TouchTone Enterprise VoIP). Your needs, budget, and company size will help dictate what VoIP service you should consider.

If you are considering buying a business VoIP phone system, here are some questions to ask yourself before starting your search. You can also call TouchTone's Business Support Department at 1-800-900-5474. A representative will be happy to answer any questions you may have regarding VoIP.

SIP Trunking or Hosted PBX: 5 important questions to ask before buying a business VoIP phone service PDF icon



arrow What is VoIP?

VoIP stands for Voice over Internet Protocol, and is commonly referred to as Internet phone service. VoIP technology allows users to make and receive calls using a high-speed Internet connection instead of a standard landline. The technology converts voice into little packets of data so that it can be sent over the Internet using high-speed or fiber connection. TouchTone Business Phone Service (commonly known as Hosted PBX) and Enterprise SIP are both VoIP solutions.



arrow What is Hosted PBX / Business Phone Service?

In order to understand what hosted PBX is, let's define what a PBX is and how hosted PBX is different. A PBX (Private Branch Exchange) includes both the hardware and software that directs calls between a company’s phones and the PSTN (public switched telephone network). Instead of using traditional landlines to make and receive calls, hosted PBX uses the Internet to transmit calls.

TouchTone's offers a hosted solution called Business Phone Service, and provides business customers with a complete telephone system (phones and service) without requiring them to install and manage complicated and costly equipment. Both the service and PBX are fully managed off-site by the service provider. As a result, customers receive the functions and features of an expensive and sophisticated PBX phone system, but at the fraction of the price. More about TouchTone Business Phone Services.



arrow What VoIP solution is right for my business?

Having reliable Internet and voice is important to the everyday operations and growth of a company. Fortunately, with the introduction of VoIP (Voice over IP) technology, customers now have more options than ever before when it comes to choosing a dependable and cost efficient communications solution.  But with some many VoIP service options on the market, choosing the right business phone system can be overwhelming.

In the end, it comes down to either a hosted business phone service, or an on-premises SIP compliant IP phone system with SIP service. Your needs, budget, and company size will help dictate what VoIP service you should consider.

If you are considering buying a business VoIP phone system, here are some questions to ask yourself before starting your search. You can also call TouchTone's Business Support Department at 1-800-900-5474. A representative will be happy to answer any questions you may have regarding VoIP.

SIP Trunking or Hosted PBX: 5 important questions to ask before buying a business VoIP phone service PDF icon


 

Billing, Taxes/Fees, Payments and Account Management

arrow Can I pay my TouchTone bill online?
Absolutely! TouchTone E-Bill is a FREE service that provides TouchTone customers a way to manage their account online including paying their bills. Members have the ability to:


View and print monthly statements
Access past bill history and account information
Pay bills – you can choose to make one-time or recurring payments using Automatic Bill Payment.
Sign-up for paperless billing


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

By Mail. Complete the reverse side of your remittance slip and check the corresponding box "Address Change" located on the front.
By Phone. You can call Customer Service at 800-266-4006 and one of our representatives will be happy to assist you.
E-mail. E-mail us at support@touchtone.net. Along with your new address, please include your account number, full name, and daytime phone number in case we have any questions or require additional information.



arrow I need to update the credit card account information currently on file.
You can make changes to your credit card information on file with TouchTone several ways.


1. Online. If your credit card account information is saved in your TouchTone E-Bill account, you can update your card's information, such as expiration date and billing address, by simply logging into your TouchTone E-Bill account and clicking on the MAKE PAYMENT tab.
Not an E-Bill member, sign up now.

2. By Phone. You can call Customer Service at 1-800-266-4006.



arrow 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.


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

arrow 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.

arrow 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.

arrow 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.

arrow What is a PICC fee?
TouchTone typically charges a $4.98 PICC fee per additional business line. 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.

arrow What is a Carrier Cost Recovery Charge?

Your bill includes a Carrier Cost Recovery Fee. This fee is typically $3.96/month per customer account.

This fee helps TouchTone recover costs associated with providing long distance and international calling including expenses for national regulatory fees and programs, as well as connection and account servicing charges.

The Carrier Cost Recovery Fee applies for each month in which you have any TouchTone long distance and/or international charges on your bill.

If you don't have any TouchTone charges in a particular month, you will not be charged a Carrier Cost Recovery Fee.



arrow 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 Web site at www.fcc.gov.

arrowCan 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. Enroll in E-Bill now.

arrowWhere can I mail payments?

Please send payments to:

TouchTone Communications
Attention: Accounts Receivable
P.O. Box 135
Whippany, NJ 07981

Please DO NOT send cash; checks and money orders only.

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

If you wish to pay by credit or debit card, you can also use the credit card authorization form on the back of your remittance slip.