| FAQ | |||||||||
| 1. Billing questions | |||||||||
| 2. Porting | |||||||||
| 3. Common questions | |||||||||
| Billing | |||||||||
| What are the partial charges on my bill? | |||||||||
| Monthly charges are prorated according to the number of days you are billed | |||||||||
| for them during your 30 day billing cycle. If you change rate plans during the | |||||||||
| middle of your billing cycle, your statement should contain a charge for the old | |||||||||
| rate plan (according to the number of days in your cycle that you were on the | |||||||||
| old rate plan) and the new rate plan. | |||||||||
| If I start a plan in the middle of the billing cycle, do I still get all my included minutes? | |||||||||
| Not all, but a prorated portion in the first month, your included minutes are based | |||||||||
| on a 30 day billing cycle, you will receive a prorated part based of the numbers | |||||||||
| of days your service was active during your billing cycle. | |||||||||
| Who is charged when a wireless phone calls a wireless phone? | |||||||||
| Both parties, the caller and the receiver, will be charged. | |||||||||
| Why does my bill show two calls starting at the same time? | |||||||||
| Because airtime is billed in one minute increments, a caller could place a brief | |||||||||
| call, hang up and place a second call before that minute expires. This would | |||||||||
| result in two calls having the same start time in you airtime detail. Also cell sites | |||||||||
| are not synchronized, so if calls are carried by different cell sites the timer | |||||||||
| discrepancies might account for what looks like two calls at the same time. | |||||||||
| I made a change to my account why havn't I seen it on my bill? | |||||||||
| If your request was processed after the end of the billing cycle, your next bill | |||||||||
| may refelect the change. If you feel like your current statement should reflect | |||||||||
| the change contact us at 818-345-9000 so we may verify the changes to your | |||||||||
| account. | |||||||||
| Why am I being charged taxes? | |||||||||
| Intouch America is required by law to charge you certain taxes, surcharges and | |||||||||
| assessments. These could include mandates from the FCC, Federal, state, or | |||||||||
| local authorities. | |||||||||
| Porting | |||||||||
| What is local number portability? | |||||||||
| Local number portability is a government mandate that requires wireless service | |||||||||
| providers to allow customers with eligible phone numbers to retain their phone | |||||||||
| numbers when changing service providers. | |||||||||
| Should I cancel my existing service before porting? | |||||||||
| No. Your number must remain active. Canceling your service prior to porting will | |||||||||
| prevent you from keeping your number. | |||||||||
| How long will it take to port my number? | |||||||||
| Wireless to wireless port generally should not take more than a day, but could | |||||||||
| take longer. Landline to wireless ports should not take longer than 4 days, but | |||||||||
| could take longer. Please note: Actual processing time may vary depending on the | |||||||||
| complexity of the port and your old service provider. | |||||||||
| Will Intouch America charge me any fees for porting my service? | |||||||||
| Intouch America does not charge for porting to our service, but will charge a one time | |||||||||
| $45 fee for porting out your wireless number to another provider. | |||||||||
| Important note: If you port out from us, you will be responsible for any accrued | |||||||||
| charges, and any applicable early termination fee and phone discounts if you port | |||||||||
| out before the end of your minimum term. | |||||||||
| What happens while your port is being processed? | |||||||||
| During the porting process, you should be able to make calls right away from your | |||||||||
| new wireless phone, but you will not be able to receive calls until the port is | |||||||||
| complete. In addition during the port process you might be able to receive calls on | |||||||||
| your old phone. As a result you may want to consider maintaining access to both | |||||||||
| your old and new phone. | |||||||||
| How do I port to Intouch America? | |||||||||
| Please call our customer service at 818-345-9000 or visit one of our stores, you will | |||||||||
| be asked to provide the following information: | |||||||||
| 1. The name of your old service provider. | |||||||||
| 2. The account number of your old service provider as it appears on your bill. | |||||||||
| Note: If you are porting in person, please bring your most recent bill with you. | |||||||||
| 3. Your name and address as they appear on your bill. | |||||||||
| 4. The current, active phone number that you wish to keep when you port. | |||||||||
| 5. A phone where you can be reached during the porting process. | |||||||||
| 6. Your Social Security number, or if a business tax identification number, or other | |||||||||
| information that will be used to accurately identify you to your old service provider. | |||||||||
| Common questions | |||||||||