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FREQUENTLY ASKED QUESTIONS

Welcome to Pioneer Telephone frequently asked questions page!

If you cannot find the answer to your questions here, please contact our Customer Service.

QUESTIONS


Are account codes available?

Can I pay my bill online?

Can I pay my bill with a credit card?

Do I have to dial any special codes to get my low Pioneer rates?

Do you offer calling cards?

How do I log into my account?

How do I place an international call?

How long does it take for my long distance service to be switched?

I am Moving, what should I do?

Is there a minimum usage requirement?

Is there a toll free number for customer service?

Is there an extra charge to have my own toll-free number

Is there any additional charge for an 800 or toll-free number?

Is there any minimum commitment time as a customer?

Is there any set up fee to start an account with Pioneer?

Should I tell my previous long distance company that I am switching?

What are the billing increments?

What are the rates to Alaska and Hawaii?

What do I do if I miss the confirmation call after I have submitted my order?

What fees will be included in my phone bill

What is "slamming"?

What is a LOA (letter of agency)?

What is a PICC charge?

What is a RESPORG form?

What is an intrastate call?

What is the rate to Canada?

Where is Pioneer available?

Where is the call detail ?

Which carrier is actually providing the service?

Why are there different rates?

Why did I get a notice telling me there is restriction/block on my service when I am billing with Pioneer ?

Why doesn't my calling card work from the Hotel/Motel?

Will I receive my bill on my local phone bill?



ANSWERS


Where is Pioneer available?

Pioneer is available in all of the lower 48 states.

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Will I receive my bill on my local phone bill?

No, Pioneer will send you a seperate bill.

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Why are there different rates?

The independent local carriers are allowed to charge much (300% higher) higher origination and termination fees to long distance carriers versus the old Bell companies.

When you pick up the phone and make a long distance call, not every long distance carrier has lines on the pole. All long distance carriers must pay an origination fee to the local carrier per minute and a termination fee per minute to the local carrier where the call is ending up to complete the call. (it is our job to carry it in the middle of the two points)

Thus a call that starts in Boston, Mass with Verizon and ends up in LA, California with Pac Bell and be 10 minutes in length will incur fees of:

Verizon: 10 minutes of origination access fees
Pac Bell: 10 minutes of termination access fees
Pioneer: transporting the call for 10 minutes between Boston & LA

Think of it as a rental fee for the telephone poles and wires.
Congress in the Telecommunication Reform Act of 1996 allowed
Competitive Local Exchange providers to charge up to 300% higher
access fees to long distance companies to off set their short fall in offering cheaper dial tone to consumers.

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Is there a toll free number for customer service?

All customers will receive a welcome letter which will include the toll free number for customer service.

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Which carrier is actually providing the service?

We use multiple networks to provide you with the cheapest possible cost. You will be notified by your dial tone provider (local carrier) that a change in your service has occurred and that the service was changed to: Frontier/ Global Crossing, or Qwest. The local carrier may charge you $5 per line to change the service, Pioneer does not receive any of this money. As well Pioneer does not reimburse this either.

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What are the billing increments?

They will vary from plan to plan.

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Is there any set up fee to start an account with Pioneer?

No. Pioneer does debit your credit card $10 upon sign up, in order to validate the card, however we credit the full amount back on your first invoice. (this is only if you provided a credit/debit card at sign up

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Is there a minimum usage requirement?

If you receive a paper bill, and your bill is under $15 there is a monthly minimum usage fee of .99cents. With online billing the low usage fee is waived.

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Do I have to dial any special codes to get my low Pioneer rates?

No. You dial 1 + the number. The plastic card (if you ordered a calling card) in the welcome letter is a calling card to be used when you are away from home. Calling card rates are higher than your normal home or office long distance rates.

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How long does it take for my long distance service to be switched?

Approximately 10 business days. After 5-10 days dial 1-700-555-4141 and listen for the carrier name. The answer should be Global Crossing or Qwest, depending on your area. If not, it is possible their was a problem with your order or that you had a "PIC Freeze" on your line. Contact us if you think there is a problem with your order.

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Should I tell my previous long distance company that I am switching?

No, we take care of this for you. You may want to check with them in a month or two and make sure they don't have your account still open. You do want to make sure your old carrier doesn't bill you for monthly fee's, etc.

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Can I pay my bill online?

Yes, Pioneer offers, credit or debit card payment or Automatic debiting of your bank account online, 24 hours a day, 7 days a week.

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Where is the call detail ?

Please go to the www.mybillonline.com site and click on the REPORTS tab, then click on the "statement" box on the left hand side of the page. This will pull up your monthly calling details

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Can I pay my bill with a credit card?

Yes, you can pay with a credit card. Discover, Visa, Master Card and American Express are all accepted.

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What fees will be included in my phone bill

A USF (Universal Service Fund-Required by the FCC) charge, Federal and State Taxes, Local and Municipal taxes that vary by state. We do not rate taxes, we out source this to a company who specializes in this area. If you have a toll free line: 99 cents per number. Regulatory Fee's: PICC taxes for business lines and the Telecommunication Infra Structure Fee. (Late fee's if applicable).

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How do I place an international call?

Just dial: 011 + country code + city code + local number

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What is an intrastate call?

These are calls within your state. Your state government sets part of the rate and therefore they are different from our interstate rates. You can find these rates on the website.

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Why did I get a notice telling me there is restriction/block on my service when I am billing with Pioneer ?

If you requested both out of state and in state service when you signed up, it is possible that one part is ok and the other service is blocked. Look on your previous statement and if you see you have all in state calls with Pioneer and no billing for out of state calls, then the out of state is blocked (and vice versa). As well it could be the data we have from your local phone company is not accurate, as they may not have supplied us with the newest information pertaining to your account. Pioneer feels it better to be safe and check it versus getting billed from your old carrier at rates that could be double or triple our rates.

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What is "slamming"?

This is when a long distance company changes you to their long distance plan without your knowledge. Pioneer will never switch your long distance without obtaining your permission.

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What is a LOA (letter of agency)?

An electronic document/contract that authorizes changing the service provider. Congress has allowed for electronic signatures to be as valid as a written contract. At the time of your order via the internet your IP address was captured and other information that you provided forms an agreement for service

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Do you offer calling cards?

Yes, the calling card rate is 11.9 cents per minute for calls made within the 48 states. The charge to call to and from HI, AK, USVI, and PR is 46cents. For calls to Canada the rate is 19 cents. Calls from Canada are 55 cents. There is an FCC mandated payphone charge of 55 cents per payphone call. If an operator assists in placing a call then there is a $1.50 charge on top of the cost of the call. Your calling card new will be the same as your main telephone number with an assigned PIN, you can choose the PIN #. The card can be used for domestic and international calls. If international calling is required please let us know, as we send the cards blocked for this type of calling service. International rates on the calling card vary depending on where you are calling.

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Is there any additional charge for an 800 or toll-free number?

800 numbers will be billed at the same rates as your outgoing calls. There is a 99 cent fee per number per month to own a toll free number.

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What is a RESPORG form?

This is a form required to move an existing 800 number from your previous long distance carrier over to Pioneer. This can be at times a lengthy process because your old carrier does not want to release the 800 number and takes their time signing off on the paper work. To insure a faster transition please fax us the front page of the invoice from the current 800 provider. Send to: 1-866-329-4200

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Is there any minimum commitment time as a customer?

No. It is Pioneer's job to do a good job so that you stay with us. You are free to switch to another long distance carrier at anytime.

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What is a PICC charge?

PICC (Pre-subscribed Interexchange Carrier Charges) are charge to business lines. There is no PICC fee for residential lines. There is a $4.21 PICC fee per business line.

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Is there an extra charge to have my own toll-free number

There is a 99 cent monthly fee per toll-free number. You will pay the same rates you pay for long distance. This is a great idea for children at college, allowing them to call home and not have to worry with long distance bills. For parents who have young ones at home, you won't have to worry about the children having money to use at a payphone. Or for a family member who lives a distance away and won't call because of the expense!

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What do I do if I miss the confirmation call after I have submitted my order?

California customers only: Please call: 1-866-Verify 0 . In order to receive service, you must be complete a voice verification. For all other states: we have sent you an e-mail:if you have further questions please contact one of our customer service agents.

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Are account codes available?

Yes, Pioneer offers account codes to help you track calling patterns, enabling billing back to people or projects. There is no cost to set up nor no monthly fee. A great way to block unwanted use of the phone

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What are the rates to Alaska and Hawaii?

The rate for all outbound calls to Alaska and Hawaii is 12 cents per minute. Inbound calls on your personal toll free number (800 number that you own) for Alaska is 39 cents per minute and Hawaii is 26 cents per minute.



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Why doesn't my calling card work from the Hotel/Motel?

Some hotels/motels will block calling card usage from their phones. The access numbers can be blocked and the call will not go through as dialed

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How do I log into my account?

If you are a new user you will need to establish a password. To do this click the link to the left of the screen New User Click Here. Once you click on that link you will be asked to enter your account number and phone number with area code. You will then need to establish a password and answer to a security question. After you establish your password you will be able to log into your account and view your statement.

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I am Moving, what should I do?

Pioneer Telephone will be happy to assist you in transferring your service to your new home and phone #. To make this transaction go smoothly, it is recommended that you provide us with approx. 2 weeks notice.

Feel free to contact us between 9am – 8pm EST, Mon – Fri. Or send us an email with the following information enclosed.

Account #:
Current Phone #:
Date that this line will be disconnected:

New Phone #:
Date to become active:
Who is the local carrier, providing you with dial tone?
Do you want In and Out of State service?
New Physical Address:


Don’t forget to ask about our special “Moving Credit”

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What is the rate to Canada?

The calling rate to Canada from your number is 3.9 cents per minute.

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