Long Distance Services FAQ

What happens when I change my long distance company?

Since deregulation consumers have the ability to choose their "Dial-1" telephone carrier. However the process of changing can be confusing. Here we outline the process so you can better understand what is happening when you change your carrier. Your local telephone company maintains the wires that run into your home or business, however they do not have to carry your phone calls. Their switches will automatically route your calls to the carrier of your choice. The carrier that carries your calls is named the "Pre-subscribed carrier" and sometimes referred to as the "PIC -ed" carrier. There are basically TWO types of long distance service - Long Distance- which is generally any call made across your state, state-to-state and internationally; and Local Long Distance, sometimes referred to as Intralata or Regional Toll Calling - which is the area just beyond your local free area, but not far enough to be called intrastate. Many times your Local Telephone Company carries your Intralata service. Check your Local Telephone Bill. If you see a call detail charging you for toll calls within your area code, then your intra-lata service is being handled by your Local Telephone Company. This division of services further confuses customers and many do not realize that intra-lata or toll calls can be handled by the Long Distance Carrier if their rate is better AND if the customer designates. Often, the Long Distance Carrier can offer you better rates on intralata than your Local Telephone Company. Your Local Telephone Company does NOT WANT YOU TO KNOW THIS because they will lose revenue if you request your intralata service be switched to the Long Distance Company.

If after comparing long distance rates you choose to change your Pre-subscribed carrier a few things need to happen before your can enjoy the new phone service.

You must initiate a service order with your new carrier using whatever mechanism they have to place an order. This can include web sign-ups, a phone call to their customer service, an automated 1-800 order line, signing an application, etc. Each carrier and rate plan varies in the method used to create accounts.

It is important to initiate an order with your new carrier PRIOR to stopping your old service. If you do not, you may get stranded with no Pre-subscribed carrier or with a very high "casual caller rate."

Your new carrier should give you the procedure for successfully switching your service. Always indicate whether you want just long distance, or you want to include intra-lata service as well. Some carriers will give you a "PIC" code to give your local phone company. Others will "handle the switch" for you and communicate the new "PIC" code to your local phone company for you. However, if you have what is known as a PIC FREEZE on your line, which is a lock, you must remove it before your service can be switched to another carrier. In either case your service will not be switched until your local phone company updates its switch to re-route the calls to the new carrier using the new carrier's "PIC" code. Normally it is easiest to allow the carrier to follow its normal procedures, as deviating from their normal process can create delays, or possibly having calls routed to the carrier prior to its computers being ready to accept your calls.

Normal processing time for switching varies from 3-10 business days depending on a number of factors including the amount of time it takes your new carrier to create an account and the amount of time it takes your local phone company to update the "PIC" code on your account. If it has been more than 10 business days since your request to change and you still have not been changed, you should follow-up with your new company.

You can test your phone line to see which long distance carrier is serving as your primary Pre-subscribed carrier by dialing 1-700-555-4141. This will tell you which Network is carrying your calls. Sometimes this name will not be the company you think you are doing business with. Many long distance resellers actually route your calls over larger carriers' networks. It is not uncommon for many of the heavily discounted rate plans to use the lines of a larger network. If you hear something that is unexpected when calling the test number, contact your new company to check if the test number has produced the correct result. Some resellers may provide you an alternate test number to fully verify the service.

After you have verified that your service is successfully switched and working to your satisfaction it is a good idea to contact your old carrier to cancel your account. Although this should happen automatically it is usually best to make sure the account is closed to avoid any additional monthly fees, minimums, etc. But please do not cancel your old service UNTIL YOU HAVE VERIFIED that your new service is working to your satisfaction. If you cancel prior to verifying your new service you may get stranded without a carrier for a period of time, or with very high "casual caller rates" billed by the Network your calls are being carried on rather than the carrier you chose.

You have NOTHING to lose EXCEPT your big phone bill!

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