FAQ

Billing Questions | Porting | G3 Long Distance

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 do i not see 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 1-800-500-0066 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 1-800-500-0066 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. Any security password on your other cellular provider’s account
  7. 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.

G3’s Long Distance Service

Here are the answers to some of our most frequently asked questions regarding our long distance service. If you need any other questions answered, please call our customer service at 1-800-500-0066 or contact us Here

How do I use G3’s Long Distance Service?

G3’s long distance service is a dial-in service. What this means is you don’t have to switch your existing long distance carrier. We set up a primary phone number and up to two (2) secondary phone numbers from which you will have access to our service. You then dial our access number followed by the long distance number you wish to call. There are NO PIN numbers required to dial.

You can program the access number as a speed dial in your phone, so it is easy to dial. From outside the phone numbers you set up with InTouch America Powered by G3 Telecom, we will provide a calling card for you to use.

G3 offers Access Dial Plan – Regular Prepaid long distance plan that is specially tailored to your needs. With our prepaid service called Access Dial we will give you an access number from your city and set up the phone numbers you wish to register with G3. There are no PIN numbers to enter!

Which cities is your program available in?

The advertised rates are available in the Continental United States. The advertised rates are based on dialing the local access number, available from most major cities in the United States.

You can also use our service by dialing a toll free number from anywhere in the continental United Sates – an additional 1.5¢ per minute will be added to the advertised rates.

What currency are your rates advertised in?

Our advertised rates are in U.S. currency.

*A higher rate may apply for cell phones and special country code terminations.

Can I use your service for my business?

Absolutely. Unlike other long distance companies, we do not charge higher rates for business customers. You will get the same low rates for home or business.

Can I use your services from my cell phone?

Yes, you can use our services from your cell phone. You will still be charged your usual air time and any roaming charges (if outside your regular coverage area) by your service provider. Our plan is great for cell phone use because you avoid paying the high long distance charges that most cell providers charge. You can program the access number as a speed dial in your cell phone if you plan on using it often.

Can I use your services from a public payphone?

Yes. By using our toll-free number, you may use G3 on a public payphone. An applicable surcharge will apply.

What is the minute increments you charge?

All calls are charged by the minute. For example, if your call lasts for 6 minutes and 30 seconds, it will then be billed at 7 minutes.

Do you provide a Calling Card?

Yes we do. If you would like to use the service from outside your home, ask our customer service representative. You will receive a calling card in the mail within two weeks of your order.

Are there any hidden fees?

There are no hidden charges like monthly fees, minimum call lengths, connection charges, etc.

What are special country code terminations?

Special country code terminations are international toll numbers assigned to certain institutions in different destinations such as government institutions, banks, hospitals, universities, army bases, etc. A higher rate may apply to any of these destinations. Call 1-800-500-0066 to learn more about special country code terminations.

Access Dial – Prepaid Plan FAQs

How do I use G3’s Access Dial service?

G3’s Access Dial is a dial-in service. What this means is you don’t have to switch your existing long distance carrier. We set up a primary phone number and up to two (2) secondary phone numbers from which you will have access to our service. You then dial our seven-digit access numbers (from your city), followed by the long distance number you wish to call. There are NO PIN numbers required to dial.

You can program the access number as a speed dial in your phone, so it is easy to use. From outside the phone numbers you set up with InTouch America power by G3 Telecom, we will provide a calling card for you to use.

How does your Prepaid plan work?

You simply add a minimum of $20 to your account to start using the service. You will hear the balance of the funds available on your account every time you use the service. After your funds are used up, you will have to add additional funds in $5 increments. Your balance remains on your account until it is used up and never expires.

There are no monthly fees or minimums charged to your account. You will hear a one-minute warning when your funds are low and will be disconnected.

How do I dial using your service?

First, dial the access number in your city or the toll-free number. Then, dial your long distance phone number with all area codes.
USA, Canada and the Caribbean: Dial 1 + area code + phone number + #

Other International Countries: Dial 011 + country code + phone number + #

Tip: Entering the # sign after you enter your phone number helps you connect faster. To make another call, don’t hang up – simply enter ## and wait for the voice prompt.
Surcharge will be applied when dialing a toll-free number.

How do I set up my account?

Simply call our customer service at 1-800-500-0066

How do I recharge or add money to my G3 account?

You may call our Customer Service Center and talk to a customer service representative at 1-800-500-0066 available Monday – Friday 8:30am to 5:30pm PST.

What are the payment options available for Prepaid Plan?

You can pay by Visa, MasterCard, Discover or American Express.

Are there any monthly fees or minimums?

There are absolutely no monthly fees or monthly minimums that are charged to you. You only pay for the minutes you use.

How do I avoid the long delay before I am connected after I enter my long distance number with your service?
Just press the # key after you dial the number and your connection will be a lot faster.

One Rate Long Distance Bundles FAQs

What are your One Rate long distance bundles and how do they work?

Our One Rate long distance bundles are available to either existing or new G3 customers. You can add a bundle on to your existing Access Dial or Direct Dial plan, or you can simply enroll in any of our One Rate bundles if you only wish to call Canada, USA or over 40 countries. With One Rate Bundles, you can save up to 66% on your long distance calling to Canada, USA and over 40 countries!

How will I be billed if I get a One Rate Bundle?

On your first month, we will charge prorated (i.e. 10, 15, etc. days) depending on your start date. Then, your regular billing will start at the beginning of each month.

  • $4.95 a month – 500 minutes within Canada and USA
  • $9.95 a month – 1000 minutes within Canada and USA
  • $14.95 a month – 1500 minutes within Canada, USA and to over 40 countries

Any minutes used in excess of your bundle’s allotted minutes per month will be charged at the regular rate.

What if I would like to call other countries not included in your One Rate Bundles?

If you are an existing Access Dial customer and would like to call other countries not included in your One Rate Bundle, our regular long distance rates according to your present plan will apply.

If you are not enrolled in any of our Access Dial plan, you can sign up for a minimum of $5 to your account to call other countries not included in your One Rate Bundle. When you sign up, you also get our Promo Rates for the first 30 days and then our low rates based on the plan you choose. Our Promos Rates are offered so you can test our service and see for yourself the quality and reliability of G3’s long distance service.

Using Your Cell Phone to Call Long Distance

How do I place a long distance call with my cell phone?

You simply have to use your assigned PIN number or register your cell phone number with InTouch America Powered by G3 Telecom to start using it to call long distance. You can phone our customer service at 1-800-500-0066 and we will set it up for you.

How to place a long distance call with no speed dial setup:

  • Dial the G3 Local Access Number or toll-free number and PRESS SEND ONCE.
  • Listen to the voice prompt and enter your PIN #, if required.
  • When prompted, enter the long distance number you wish to call followed by the # sign. DO NOT PRESS SEND AGAIN.

How to place a long distance call using speed dial:

  • Dial the G3 Access Number and PRESS SEND ONCE.
  • Listen to the voice prompt and enter the speed dial position (1 to 10) plus the # key. DO NOT PRESS SEND AGAIN.

*Please choose and dial a LOCAL access number from your cell phone. You may incur long distance charges from your cell phone service provider if you dial an access number that is not local. Your usual air time and local charges from your service provider still apply.

Do I have to press the SEND KEY again after I dial the long distance number I wish to call?

No, you don’t have to. After dialing the G3 Access Number, press the SEND key only once. When you hear the voice prompt, dial the long distance number you wish to call. DO NOT PRESS THE SEND KEY AGAIN.

Do your rates differ when using a landline versus a cell phone for long distance?

No, with InTouch America Power by G3 Telecom you can enjoy the SAME LOW long distance rates when using your cell phone or home phone, 24 hours a day, 7 days a week!

*When using your cell phone, you will still be charged your usual air time and any applicable roaming charges by your cell phone service provider.

Click Here to go back to our G3 Long Distance Plans page.