Frequently Asked Questions & Answers

Question	My payment is supposed to be automatically taken off of my credit card each month. Why did I get a past due notice?
Answer	Your credit card payment may not have been processed for a number of reasons including, but not limited to: Invalid card number or expiration date Credit limit exceeded *Lost, stolen, or expired card If there is any change on your credit card, please notify us immediately. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Do you take payments over the phone?
Answer	Yes. You can pay by credit card over the phone. Call 1-877-599-3087.

Question	When is the payment on my bill due?
Answer	Payments are due 20 days from the invoice date. An interest penalty is assessed on all past due balances.

Question	When will my credit card be charged each month?
Answer	Your credit card will be charged 20 days after your invoice date every month.

Question	What if I just want to change my expiration date on my credit card?
Answer	Simply contact our Customer Care Department via the eSupport link and include the new expiration date.

Question	How long will it take before I receive my refund check?
Answer	It will take approximately 6-8 weeks to process your refund.

Question	I am using your online Customer Portal. How can I view the calls that I made?
Answer	Click on the Invoice link and choose the invoice that you wish to view. At the top of the invoice summary page, click on Call Detail. This will give you a list of your services. Click on the View Details links beside the service for which you would like to view calls.

Question	I am using your online Customer Portal. How can I view my payments?
Answer	Click on the Invoice link and choose the invoice that you wish to view. At the top of the invoice summary page, click on Payments.

Question	To what address do I mail payment?
Answer	Please send your payments to: P.O. Box 740146 Cincinnati, OH 45274 Please make sure to include your account number on your check.

Question	Can I pay directly from my checking account online?
Answer	Yes, you may pay your bill with your checking or savings account using ebill through our Customer Portal. To do so, first log in to the Customer Portal. Go up to eBill and click on Pay Online. At the bottom of the page there will be a button to may a payment direcetly from your checking or savings account.

Question	What does it mean if my balance due is in brackets/parenthesis?
Answer	It means that you have a credit balance and that you do not owe a payment.

Question	Why am I showing a past due balance on my account for under $1?
Answer	We do not send out invoices if the balance due is under $1. This amount is forwarded onto your next invoice.

Question	Why was my service disconnected without notice?
Answer	We always mail a disconnect notice to your billing address 10 days prior to disconnecting your service.

Question	How do I request a travel card?
Answer	Simply contact our Customer Care Department via the eSupport link. Please include a 4 digit authorization code that will be used as part of your authorization number for your calling card.

Question	How do I request a toll free number?
Answer	Simply contact our Customer Care Department via the eSupport link. Please include the number you would like the toll free number ringing in to.

Question	I have a new phone number. How do I add it to my account?
Answer	To add a new phone number, please contact our 24-hour Customer Service Department at 1-877-599-3087. For security reasons, a representative will complete a third-party voice verification with you before adding this service.

Question	My address has changed. How do I update my information?
Answer	Simply contact our Customer Care Department via the eSupport link with your new address and we will be happy to update it for you.

Question	What are my international rates?
Answer	You may contact our Customer Care Department via the eSupport link. Please include the number(s) where you call internationally or the country and city for which you would like to have rates.

Question	I am using your online Customer Portal and I have already paid my bill. Why do I get an email that says I still owe the balance?
Answer	Everyone is sent a reminder email regarding his or her invoice. Please note that it says to "please disregard if you have already made payment."

Question	I am using your online Customer Portal and I am receiving an error that my email address is invalid. I know that I entered the correct address. Why am I getting this?
Answer	Please click on the Update Registration link. Most times, entering your postal address in the billing email address box causes this error.

Question	Can I see my current usage?
Answer	Unfortunately, no. Call detail is only available once your monthly invoice is posted.

Question	I signed up for paper billing and am getting the $1.00 charge. I no longer want the paper bill, but cannot find a way to change it.
Answer	Simply contact our Customer Care Department via the eSupport link and we will be happy to remove you from paper billing.

Question	How can I get PowerNet Global's Federal ID (W-9) number to set them up for payment?
Answer	Fax us a signed request on company letterhead. We need your account number, a contact name, your phone number, your address, and a fax number. Fax the request to 513-942-5506 and we will fax you back a completed form.

Question	What is the Universal Service Fund?
Answer	The Universal Service Fund recovers the cost of contributions to the Universal Service Fund which supports the provision of telecommunications services to low income individuals, rural populations, schools and libraries and rural hospitals. It is calculated as a percentage of interstate + international usage, and any associated charges related to providing interstate service. This fee is not a government mandated tax or surcharge.

Question	What is the Telecommunications Relay Service (TRS)?
Answer	Telecommunications Relay Service or TSR, allows people with hearing and/or speech disabilities who use test telephones to talk with people who use standard telephones.

Question	We are a State Tax Exempt Organization. What do we need to do?
Answer	Fax a completed and signed copy of the tax exemption certificate to the attention of the Tax Department. The fax number is 1-888-549-8823. Once Verified the tax exemption will be applied to the account, this can take 1 - 2 billing cycles. If there are any errors on the form, the Tax Department will send you a letter to correct the error. The Tax Department will automatically retro credit the taxes as far back as three months as long as the exemption was applicable.

Question	What is the Federal Excise Tax?
Answer	The Federal Excise Tax is imposed on amounts paid by the users of communications services.

Question	What does the "*" by my travel card and 800 number calls mean?
Answer	Calls with "*" represent calls that were made from a payphone. The federal government passed a law that all payphone calls made to 800 numbers must still be charged the 65-cent charge. We must pay this amount back to the payphone owners for use of their phones. So, if you deduct 35 cents from the total cost of each call, and divide by the number of minutes, that is the per min rate. Should you have any further issues/concerns, please contact our 24-hour Customer Service at 1-800-860-9495.

Question	Where can I go to learn about PowerConnect; Dial up Internet access from PowerNet Global?
Answer	To learn more about our Internet Services, including access numbers, please visit www.pngusa.net. Should you have any questions, please contact our Customer Care Department via the eSupport link.

Question	What are Intralata toll calls?
Answer	Intralata toll calls are phone calls within your local region that you must dial 1 + area code + phone number to reach. Intralata toll calls are phone calls that are too far to be considered local calls and not quite far enough to be considered standard long distance. Intralata toll calls are billed at the in-state long distance rate. When you sign up for PowerOne Long Distance you are able to choose whether you would like us to handle your intralata toll calling or if you would prefer another provider to handle these calls.

Question	What is spamming?
Answer	Spamming is when a person/group/company sends out mass electronic mailings (emails), usually to advertise or to express a particular view, without the recipient's permission. Most Internet Service Providers do not permit spamming and the spammer risks the cancellation of his or her access if their provider learns that they are engaging in such an act. Please view our Spam Policy at www.pngusa.net

Question	I forgot my password, what should I do?
Answer	Please contact our Customer Care Department via the eSupport link and we will be happy to reset your password for you.

Question	I keep getting an error that says "Illegal Operation". What does this mean?
Answer	An "Illegal Operation" occurs when you open a program and your computer's Operating System (O/S) (Windows 95, 98, or NT) has difficulty opening it properly. It could be a problem with corrupt files in either the O/S or the program. You might also get this error when you are actively in an open program. Re-installing the program should take care of the problem. Some people will prefer having a computer technician look at their system for them and help determine the problem. This is also a good idea if you are not comfortable removing and re-installing software.

Question	What is the difference between AOL and PowerNet Global?
Answer	AOL is an online service provider. They have a gateway to the Internet and you will only have access to what they permit. We are a full service Internet provider. We give you a direct connection to the Internet and whatever is available, you have access to. There are no limitations or restrictions; you will have the entire Internet at your fingertips. Keep in mind that you can purchase software to help filter the content if you are concerned about children accessing inappropriate material.

Question	How can I disable my call waiting?
Answer	To disable call waiting, double-click on the "My Computer" icon located on your desktop. In this Window you will double-click on the "Dialup Networking" icon. In Dialup Networking, right mouse click on your connection icon and select "Properties". You will see the number that you are currently dialing inside of this window and you need to simply put your mouse in FRONT of the number showing and type "*70," (you will not need to put the quotation marks). Call waiting has been disabled. It is also a good idea at this point to uncheck the box located beneath the "Country code" field. The option will say "Use area code and dialing properties" or "Use country code and area code". Simply uncheck.

Question	Why does it say that I am not getting a dial tone?
Answer	If you attempt to dial in and get an immediate error that there is no dial tone, there is probably something wrong with the modem or the phone line. The modem may not be plugged in correctly. Make sure that phone line is plugged into the correct spot on the back of your computer and plugged into the phone jack on the wall. If it all looks correct, but there is no dial tone, unplug the computer and try an actual telephone in the jack. Does it have a dial tone? If there is a dial tone at this point it would be a safe assumption that the modem is not plugged in properly and that is what you need to fix. If there is no dial tone with the telephone either, contact your local phone company. You also need to know if a 9 should be dialed for an outside line. If you are not dialing the 9 first and it is required, you will receive an error message, although it might not be the dial tone error message.

Question	Can I check my email from both home and work?
Answer	Yes. You simply need to "Save a copy of message on server" in both email programs you will be using. This will allow you to download mail to your work system yet go home and download the same mail to your home system. The "Save a copy of message on server" option will be located in the Mail Options. Use the "Help" menu on the menu bar for further assistance on locating this option.

Question	Can I check my home email from work?
Answer	Yes. All of the settings should be identical except for the outgoing mail server. This server should reflect your company's outgoing server. Please check with your company's MIS department before making any changes to your computer.

Question	Why can't I send this attachment with my email?
Answer	If your attachment (photo, file, application) will not send via email the file may be too large. Many Internet Service Providers will have an attachment size limit. Email was not intended to send and receive large files. Using a free Zip program (WinZip, for example) to compress the file will help solve this problem. Keep in mind that after you have compressed and sent the message, the recipient will need to un-compress it before viewing. Make sure the recipients know that they will also need a Zip program.

Question	When I get an email that has a web address link in it, why won't it work if I click on it?
Answer	Your mail program is probably not set up to allow for hyperlinks. You need to check the options for your specific email software. The easiest way to learn how to make these changes is to use the program's Help Menu.

Question	Why does my friend two blocks over connect so much faster than I do?
Answer	People that live in the same neighborhoods often experience variations in their Internet access. This is because there are so many contributing factors that control your connection. Phone lines (internal and external), modem brand and chipset, the Internet Service Provider's equipment, and your location in regards to your Central Office all play very important roles in the service that you will receive. Your modem may not be quite as compatible with the service provider's equipment as your neighbor's. The phone lines running through their house may be in better condition. Unless you are actually experiencing problems with the service, your connection is probably fine. You will be connecting around the maximum speed that your modem/ISP/phone lines can handle.

Question	My homepage comes up ok but if I try going to another website, it says the server can't be found.
Answer	If you only have trouble getting to a specific page and all other sites seem to load fine for you, this would indicate a problem with that particular site. It could also be a typo in the web address. Never worry about typing in the entire address as it appears in the location or address bar, for example, http://www.microsoft.com/. If you begin with the "www" at the beginning of the address, your browser will insert the rest as needed. It is also possible they are experiencing problems with the server that hosts the site or it may be a problem with the actual site. The best solution for this problem is to wait until the site is fixed.

Question	The email I'm trying to send comes back "undeliverable."
Answer	If you are able to send to everybody you try with the exception of one or two addresses, chances are there is something incorrect in the email address. The error message that your email program gives is a good indication of the problem. It could also be a problem with the recipient's service provider or the size of your attachment may be too large.

Question	When I try to connect why does it keep asking me for my password, even after I re-enter the correct one?
Answer	The easiest way to fix this problem is to bring up the initial "Connect to" box (where you actually press the button that says "Connect"). In this box, you will see an area for your username, an area for your password, and the phone number that you are dialing. You need to place your cursor into the area for username and delete whatever may be there (even if it appears to be correct). After the box is empty, you will proceed to hit the delete key approximately 5-10 more times. Repeat the EXACT same process in the password area. After both fields have been completely cleared, re-enter your username and the password. What tends to cause a problem like this is an extra or unexpected character in one of the two fields, usually a space that we are unable to see.

Question	How long will it take to get my application processed?
Answer	If all the information needed is supplied at the time it is entered, it should only take approximately 5 to 10 business days.

Question	Why can't we use federal id numbers?
Answer	We pull our credit information through Trans Union. We can only access credit information through their database.

Question	Why is my account on hold?
Answer	An account is placed on hold when more information is needed in order to process the account. Some common reasons for residential account holds are missing copies of prior phone bills and pending verification of a Social Security Number. For a business account, we may need credit references, name and social security number of the owner, a copy of the current phone bill, or some other information. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	When will the delinquent status of my account be reported to the credit bureaus?
Answer	Once the oldest unpaid invoice is 90 days old, you are subject to Credit Bureau reporting. This action can be avoided by making regular payments. The collections department must approve the payment plan. You may contact our Collections Department at 1-877-599-2921, during the following business hours: Mon-Thur 8:00 am EST till 9:00 pm EST Friday 8:00 am EST till 4:30 pm EST Saturday 8:00 am EST till 12:00 pm EST

Question	What do I do if I cannot pay my total balance by the due date?
Answer	Please call the Collections Department at 1-877-599-2921 immediately to make payment arrangements.

Question	My bill is only $20.00. Why was my service disconnected for such a small amount?
Answer	Once a customer has two unpaid invoices, they are subject to disconnection regardless of the balance.

Question	I sent my payment. Why isn't my service turned back on?
Answer	You will need to contact our Collections Department at 1-877-599-2921, to discuss having your service turned back on, during the following business hours: Mon-Thur 8:00 am EST till 9:00 pm EST Friday 8:00 am EST till 4:30 pm EST Saturday 8:00 am EST till 12:00 pm EST

Question	How long will my dedicated order take to complete?
Answer	The typical PNG estimated time interval is 30 to 45 days. Certain areas and services may take longer.

Question	Why do I get a PIC charge when I am no longer with PowerNet Global Communications?
Answer	Any long distance carrier that shows an ACTIVE telephone number is required to charge the PIC charge. You must notify PowerNet Global Communications if you have switched away your services, or if you have disconnected a line, or made any other changes. If you do not notify PowerNet Global Communications, then the PIC charge will continue to be billed.

Question	How do I contact Directory Assistance?
Answer	Directory Assistance is nationwide. You should be able to dial 555-1212 from your phone to get information about any phone number in North America. If you know the area code where you are trying to call, dial 1 + area code + 555 - 1212. Please be advised, there is a fee for using Directory Assistance.

Question	How do I use my Travel Card?
Answer	To use your Travel card you would follow the directions on your card: Dial the toll-free number on the card Wait for the prompt asking for your card number Enter your 14-digit number (your area code + telephone number + 4 digit pin) Prompt will ask you for the number you would like to dial Call should complete as dialed

Question	How can I check what my rates are when I am billed by PowerNet Global Communications?
Answer	There are a few things to remember when you figure your rates from your bill. You must take the rates call by call, NOT total usage. INTERSTATE (state to state) and INTRASTATE (within your state) calls most likely have different rates. International rates, Directory Assistance, and pay phone charges are not accounted for when the rate is calculated from the total usage. Choose a call to check. You will need to divide the charges billed by the call duration. Example: a call is made from a regular long distance telephone for 24.5 minutes and is billed $2.19. You would then divide the charges, by the duration. $2.19 divided by 24.5 = .0894 so the rate you are billed would be 8.9 cents per minute (accounting for rounding).

Question	Why does my travel card not work from SOME phones?
Answer	Older phones and often-used telephones can signal incorrect tones when dialed. Also, if the digits are dialed too quickly they may not be recognized. A suggestion to correct this would be to dial more slowly, or to push the buttons more deliberately, to give the phone the chance to signal correctly.

Question	How do I make an outgoing International call?
Answer	International calls follow a format of 011 + Country Code + City Code + local phone number (Most local telephone books have a listing of country codes available for their customers.)

Question	Does PNG offer International callback?
Answer	PowerNet Global Communications does not currently have the ability to connect your 800 numbers or calling cards from foreign countries to the United States. The calling cards give you the ability to call from the United States and Canada to international locations and to any location within North America. 800 numbers are ONLY usable from North America to North America. There are increased fees for calls to or from Canada, as well as international calls.

Question	Does PowerNet Global Communications bill directly, or through my local company?
Answer	PowerNet Global Communications bills separately from your local phone company. Your payments and any customer service related to your long distance service should be directed to PowerNet Global Communications. Your local phone company will send you a bill for your local services. If you have any other companies billing you for long distance services, or you do NOT receive a PowerNet Global Communications billing statement, please contact our Customer Care Department via the eSupport link as soon as possible.

Question	Why do I get wrong number calls, when no one has my 8XX number?
Answer	Customers that have 800 numbers do risk the chance of wrong number calls. The main reason for this happening is that others have dialed your number in error. For example, if the last digits they are dialing is supposed to be 9495, but they dialed 9498, this would show as a wrong number call. To prevent wrong number calls from occurring it is possible to block certain areas or to use an 800 number with a 6-digit pin number. If you would like to block certain areas from calling your toll-free number or would like to switch to a toll-free number with a pin, please contact our Customer Care Department via the eSupport link.

Question	Why does my 8XX number ring a fast busy?
Answer	Usually, if an 800 number rings to a fast busy, or you get a message that the number has been disconnected, this means that the ring-to number (where the 800 number rings to) is not set up correctly in the network switch. Another reason might be that the 800 number has been disconnected. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Why are some of my Calling Card calls at a higher rate?
Answer	Calls that show up on your bill that have an asterisk (*) in front of the call is a call made from a payphone. Payphone calls, when made using a Travel Card or an 800 number, DO have an extra payphone surcharge added, per call. Payphone owners were losing funds because of users NOT having to insert money to use an 800 number or a calling card. So, the FCC and the U.S. Government agreed to allow payphone owners to charge for those 800 number and Travel Card calls. The surcharge is $0.65 per call, added to the charge of the call.

Question	What are the Recurring Charges?
Answer	Recurring charges consist mainly of the federally mandated, monthly line charges. These charges are called PIC (Preferred Inter-exchange Carrier) charges. The FCC has increased these charges as of July 1999.Effective 7/1/99 as a result of FCC order # 97-158, local exchange carriers have begun imposing PIC charges on all lines. Monthly charges are as follows: Additional business lines, $4.31 each.

Question	How do I get setup on monthly Credit Card Pay?
Answer	There are 3 ways to get your account set up to be automatically paid by your credit card. 1. If you are using our online customer portal, simply login go to eBill, Pay Online. Near the bottom of the page you can enter your credit card information to be set up on monthly credit card pay 2. If you receive a paper bill, on the reverse side of the front page of your invoice, you will find a section to fill out and sign. this information should be returned to PowerNet Global Communications using the enclosed envelope. The process of getting on the service may take one billing cycle. 3. Call our 24 hour customer service center at 1-877-599-3087 and request your account be set up for monthly credit card deduction. They will take all the information over the telephone.

Question	What do I have to do if I want to change my credit card information on my account?
Answer	Simply login to the Customer Portal, go to eBill, then Pay Online. Near the bottom of the screen there is a button to update you credit card information.

Question	What if I just want to change my expiration date on my credit card?
Answer	Simply login to the Customer Portal, go to eBill, then Pay Online. Near the bottom of the screen there is a button to update you credit card information.

Question	What are my state-to-state and instate rates?
Answer	Simply contact our Customer Care Department via the eSupport link and we will be happy to supply you with your state-to-state and in-state rates.

Question	I am being charged for local taxes and I do not live there. What do I do?
Answer	You may send a request through the online Customer Portal (eSupport). Please specify the correct city and county. You may also receive a call from the Tax Department for clarification.

Question	I am having trouble making long distance calls.
Answer	If you are having trouble making long distance calls, our service techs will work to identify and resolve the issue. We need the following information to get started: 1. Time of call. 2. Number you were trying call. 3. What happens when you try to make the call (recording, echo, etc.). You can either contact our Customer Care Department with this information or call our 24-hour Customer Service at 1-877-599-3087. You may be given tests to complete to help us determine how to correct the problem.

Question	How do I get my service turned back on?
Answer	Please contact our Collections Department at 1-877-599-2921, to discuss having your service turned back on, during the following business hours: Mon-Thur 8:00 am EST till 9:00 pm EST Friday 8:00 am EST till 4:30 pm EST Saturday 8:00 am EST till 12:00 pm EST

Question	Who do I call if there are problems with my dedicated service?
Answer	PNG provides emergency coverage 24 hours a day, seven days a week. If there is an emergency with your dedicated service, call 1-888-577-3005. For non-emergency situations, call 1-866-201-1300.

Question	Why are instate rates different from state to state rates?
Answer	Instate rates vary due to different state regulations and carrier costs in each state.

Question	Are there any switching fees?
Answer	There are no switching fees. Switching is free and easy, with no interruption in your service.

Question	Are there any contracts to sign or commitments to stay with PowerNet Global?
Answer	There are no long-term commitments. However, your local telephone company may charge a one-time re-connect fee should you decide to cancel. Many times the re-connect fee may be waived or a very small fee charged. Check with your local telephone provider for the exact amount.

Question	Is PowerNet Global's service prepaid?
Answer	No, PowerNet Global's service is not prepaid. We do however bill ahead one month. This means that your first month's bill will be pro-rated for the current month and will also include the subsequent month's bill as well.

Question	When I apply for PowerNet Global service, is my credit history a factor for approval?
Answer	Yes, PowerNet Global will automatically perform a credit check on every applicant.

Question	Does PowerNet Global offer automatic call blocking?
Answer	Yes, PowerNet Global does offer automatic call blocking if requested. Otherwise, you can use manual call blocking for $0.75 per use. Just dial *67 prior to each call you want blocked.

Question	Will I be able to keep my current telephone number(s)?
Answer	Yes, you will be able to keep your existing telephone number(s) if you currently have service eligible for transfer to PowerNet Global.

Question	Can I sign up my business telephone number(s)?
Answer	No, PowerNet Global's local service is for residential accounts only. No business accounts will be accepted at this time.

Question	Will I receive an itemized bill?
Answer	Yes, an itemized bill is automatically generated each month for all charges incurred. PowerNet's eBill service is also available so you may view and pay your bill online.

Question	Can I pay my PowerNet Global bill online?
Answer	Yes, you can pay your PowerNet Global bill on-line with a credit card (either manually each month or auto-pay). You may also use a debit card or have the amount deducted directly from your checking or savings account.

Question	Why is my first bill so high?
Answer	While PowerNet Global bills in a monthly cycle, your first bill may cover more than 30 days depending on when you switched. Charges for your package are billed one month in advance. All local telephone service providers bill in this manner. Your previous service provider will issue a final bill that should include a credit and/or refund for services previously paid in advance. If you do not receive a final bill, please contact your previous service provider. Your next bill from PowerNet Global will only be for one month's service and the savings will be obvious.

Question	What are the rates to Alaska, Hawaii, and Canada?
Answer	The rate to call to Alaska, Hawaii, and Canada vary depending on the plan you signed up on. Please contact our Customer Care Department via the eSupport link to inquire about your rate.

Question	I have voicemail through my local telephone company. Does PowerNet Global offer this service?
Answer	No, PowerNet Global does not offer voicemail at this time.

Question	I have "distinctive ring" service through my local telephone company. Does PowerNet Global offer this service?
Answer	No, PowerNet Global does not offer "distinctive ring" service.

Question	I have "privacy manager" through my local telephone company. Does PowerNet Global offer this service?
Answer	No, PowerNet Global does not offer "privacy manager."

Question	I currently have DSL service through my local telephone company. Can I still get PowerNet Global's service?
Answer	No, PowerNet Global cannot offer local service if you currently have DSL on your line. If you would like to switch to PowerNet Global for local service, you will need to contact your current local telephone provider and cancel the DSL service or have it moved to a separate billing account.

Question	My telephone number is a "foreign exchange" number - Can I switch my service to PowerNet Global?
Answer	No, PowerNet Global cannot switch a "foreiqn exchange" telephone number.

Question	Can I sign up my cell phone with PowerNet Global for local service?
Answer	No, PowerNet Global's local service is currently not available for cell phones.

Question	I have a 2nd phone line - can it also be signed up on PowerNet Global's service?
Answer	Yes, PowerNet Global can switch your 2nd phone line if you are switching your main billing number. If you want to switch only your 2nd phone line, you will need to contact your local service provider and have that phone line moved to a separate billing account.

Question	What if I don't want to sign up my 2nd or 3rd phone line? Can I just sign up one (1) of my phone numbers with PowerNet Global?
Answer	Yes, we can switch only your main billing number from your current local provider. However, if you want to switch only your 2nd or 3rd phone lines, you will need to contact your local service provider and have the phone line(s) moved to a separate billing account.

Question	What if I need repair service - does PowerNet Global handle this as well?
Answer	Yes, and no. You call us to report your trouble, and if necessary, we contact the owner of the phone lines in your area to dispatch a technician to handle on-site service or repair.

Question	Does PowerNet Global provide inside wire care?
Answer	No, PowerNet Global does not currently provide inside wire care services. If the problem is with the inside wiring of your home, you will need to contact a local electrician to fix the problem.

Question	Will I be able to accept collect calls on PowerNet Global's service?
Answer	No, PowerNet Global disables the collect call function. We do, however, offer toll free numbers for only $1.00 a month. If you are interested in toll free service, please contact our Customer Care Department via the eSupport link.

Question	What does it cost to have my phone number non-published or non-listed?
Answer	The rates for these services vary depending on location. Please contact our Customer Care Department via the eSupport link to inquire about the rate in your area. PowerNet Global will retain your listing "as is" when we transfer your service from another provider.

Question	What is All Call Blocking?
Answer	This premium feature prevents your name and number from displaying on the Caller ID display units of the people you call. If the person you are calling has a Caller ID display unit, they will see "Private" or "Anonymous" anytime you call them.

Question	I am receiving a recording "The called party does not accept blocked calls." What should I do to complete this call?
Answer	The person you are calling has Anonymous Call Rejection on their line. You either have All Call Blocking or Per Call Blocking on your line. If you have Per Call Blocking on your line, just hang up and try the call again without activating the service. If you have All Call Blocking on your line, you will need to manually unblock your number each time you call this person. To manually unblock your number when placing a call, you can do so by pressing *82 prior to dialing the number.

Question	What does it cost to call directory assistance?
Answer	There is a $0.75 charge for directory assistance calls, and an extra $0.50 cents if you elect to have your call automatically connected (as opposed to hanging up, and calling the number yourself). There are plenty of FREE Directory Assistance Services on the net � try www.anywho.com

Question	How much tax will I have to pay with PowerNet Global's service?
Answer	Taxes are approximately 25%-30% of your base price, no matter which provider you choose. For example, if you were signing up for a $49.99 plan, your total price including tax would be approximately $62.49 ($49.99 x 1.25 = $62.49).

Question	Do you offer incoming toll-free service?
Answer	Yes, we offer incoming toll-free service. If you would like to sign up for this service, please contact Customer Service via the eSupport link. Please include the number you would like the toll-free service ring in to.

Question	Does it cost anything to call a toll-free number (800,888,877,866)?
Answer	No, there is no charge to call toll-free numbers.

Question	What is Local Number Portability Charge?
Answer	The FCC allows local telephone companies to recover certain costs for providing telephone number portability to its customers. This charge provides residential and business telephone customers with the ability to retain, at the same location, their existing local telephone numbers when switching from one local telephone service provider to another. This is a fixed, monthly charge. Local telephone companies may continue to assess this charge on their customers' telephone bills for five years from the date the local telephone company first began itemizing the charge on the bill. This is not a tax.

Question	What is the Subscriber Line Charge?
Answer	This surcharge was instituted after the break-up of AT&T in 1984 to help recover the costs of providing local phone service. This is not a government charge or tax, and it does not end up in the government's treasury.

Question	What is the Emergency 911 Charge?
Answer	This charge is imposed by local governments to help pay for emergency services such as fire and rescue

Question	I am moving, can I transfer my PowerNet Global local service to my new residence?
Answer	Yes, you can transfer your local service to your new address. You will need to contact Customer Service at 1-877-599-3087 with your new address. They will work with you to coordinate a time for the technician to come and install the service at your new address. There will be a one-time charge to move your service.

Question	I am already a PowerNet Global customer, how do I sign up for local service?
Answer	Please call Customer Service at 1-877-599-3087. They will be able to provide you with the packages available in your area. If you want to add the service, they will be able to do so at that time.

Question	I currently do not have local telephone service with anyone. Can I sign up with PowerNet Global for new telephone service?
Answer	You will need to contact the local telephone provider in your area to establish new service. Once your service is established, you can contact PowerNet Global's Customer Service Team at 1-877-599-3087 to request that your service be switched over to PowerNet Global.

Question	PowerNet Global's Plus Package has three features included. How can you provide these features in my area when my current phone provider cannot?
Answer	Feature availability varies by geographic area. Any or all of the features included in the plan may not be available in your area.

Question	How long will it take to switch my local service to PowerNet Global?
Answer	It generally takes 24-48 hours to switch your service to PowerNet Global. You will not experience any interruption in service, which means it is completely seamless to you.

Question	I have a 900 number block on my line with my current local service provider. Does PowerNet Global provide this service as well?
Answer	PowerNet Global will retain the blocking on your line "as is" when transferring your service from another provider.

Question	What is *66 - Busy Redial?
Answer	When you can't get through to someone you are calling because the line is busy, Busy Redial will keep trying for 30 minutes until your call gets through. Once your call is about to connect, you'll be alerted to pick up the phone with a special ring. To use this service, you will be charged $0.75 per call on your monthly bill.

Question	What is *67 - Per Call Blocking?
Answer	This service prevents, on a per-call basis, your name and phone number from appearing on another person's Caller ID display when you make a call. When Per Call Blocking is on, your call is identified only as "Private Number" or "Anonymous" on Caller ID displays. When you hang up, Per Call Blocking is automatically turned off. When you make your next call, your name and phone number is once again displayed on Caller ID equipment unless you turn on Per Call Blocking again. To use this service, you will be charged $0.75 per call on your monthly bill.

Question	What is *69 - Auto Callback?
Answer	69 will give you the number, date and time of your last incoming call, and the option to return the call. If the caller's line is busy, 69 alerts you with a distinctive ring when the line becomes available. 69 will also work if you have Call Waiting, and hear a second call, but don't want to interrupt your conversation. 69 can connect you to the second caller after you end your first call. To use this service, you will be charged $0.75 per call on your monthly bill.

Question	What is Caller ID with Name?
Answer	Caller ID with Name lets you see the name and number of the person calling you. The information is displayed on a display device between the first and second rings. Caller ID display devices vary in design, available features, and the amount of names/numbers that may be retained in memory. Notes about the Caller ID Display Device: - The display unit must hear one ring before it can receive a number to display. - A Caller ID display device is a separate piece of equipment that is required for this service.

Question	What is Call Waiting?
Answer	Call Waiting alerts you to a second incoming call when you are on the phone. You will hear a Call Waiting tone during a call, and the person calling will hear normal ringing until you answer. Notes About Call Waiting: - If you complete your first call and hang up when you hear the Call Waiting tone, your phone will ring with the second call. - Or, if the first person hangs up, you will automatically be connected to the second person within two seconds. - Call Waiting allows you to have two people on your phone at the same time (one on hold and one to whom you are talking). A third caller will hear a busy signal.

Question	What is Call Forwarding?
Answer	Call Forwarding sends your incoming calls wherever you want them to go, assuring you that important calls won't be missed. You can activate, deactivate or change your forwarding number anytime from your home phone. Notes About Call Forwarding: - If you forward calls to a long distance number, you will incur long distance charges for each call forwarded. - In most areas, a brief tone, followed by a dial tone, indicates Call Forwarding is ON. You will hear this tone until you turn the service OFF. - To confirm Call Forwarding is ON, press [7] [2] [#]. If ON, you hear a fast busy tone. If OFF, you hear a normal dial tone. You cannot answer calls when Call Forwarding is ON. You will hear one short ring each time a call forwards. This is to remind you the service is ON. You can, however, make calls normally when Call Forwarding is ON.

Question	What is Speed Dial 8?
Answer	Speed Dial 8 gives you the ability to program your eight most frequently called numbers into your current telephone. Once programmed, Speed Dial 8 will work from any phone in your home. Notes About Speed Dial 8: - Pressing the # sign, if you have a Touch-Tone line, speeds up the call process. With a rotary or pulse-dialing phone, just dial the code. - If you program long distance numbers, be sure to dial "1" before the area code and number (if required). - Do not use number 0 or 1 as Speed Dialing codes; 1 is reserved for long distance access and 0 is reserved for the operator. - There is no charge for changing numbers on your speed call list. Change as often as you like. - Once you have assigned a number to a code, you cannot simply delete that number. If you don't use that phone number any more, you must replace it with another number. If you don't have a number to replace it with right away, you can put in your own number. That way you won't dial a wrong number if you accidentally press that code. - In most areas, at least seven digits are required to program Speed Dial 8. For numbers such as 911, check with you local Business Office to see if this can be done in your area.

Question	What is Three Way Calling?
Answer	3-Way Calling lets three people at different phone numbers talk together at the same time, no matter who placed the call. Notes About 3 Way Calling: - You may use 3-Way Calling to add another person, no matter who placed the first call. However, if you hang up, the other two people will disconnect. - When the 3-Way Call includes long-distance, you pay only for the call(s) you make. - Call Waiting does not work during a 3-Way Call.

Question	What is Speed Dial 30?
Answer	Speed Dial 30 lets you make both local and long distance calls by dialing just two digits. Notes About Speed Dial 30: - Pressing the # sign, if you have a Touch-Tone line, speeds up the call process. With a rotary or pulse-dialing phone, just dial the code. - If you program long distance numbers, be sure to dial "1" before the area code and number (if required). - Do not use number 0 or 1 as Speed Dialing codes; 1 is reserved for long distance access and 0 is reserved for the operator. - There is no charge for changing numbers on your speed call list. Change as often as you like. - Once you have assigned a number to a code, you cannot simply delete that number. If you don't use that phone number any more, you must replace it with another number. If you don't have a number to replace it with right away, you can put in your own number. That way you won't dial a wrong number if you accidentally press that code.

Question	What is Anonymous Call Rejection?
Answer	Anonymous Call Rejection allows you to reject phone calls from callers who have blocked the display of their telephone numbers for Caller ID. Anonymous Call Rejection discourages anonymous calls, since callers must allow their numbers to be displayed in order to reach you.

Question	What is a non-published number?
Answer	Your name, address, and telephone number are not published in the Directory White Pages. Your number will be available through Directory Assistance.

Question	What is a non-listed number?
Answer	Your name, address, and telephone number are not published in the Directory White Pages. Your phone number is not available from Directory Assistance either.

Question	How do I use *66 - Busy Redial?
Answer	After you encounter a busy signal, hang up your phone, and then lift the receiver and press [] [6] [6] or 1166 on rotary or pulse-dialing phones. If the number is busy you'll hear an announcement. Hang up and Busy Redial will keep trying for 30 minutes. When the connection is made, you'll hear a distinctive ring. Answer and your call will go through. To use this service, you will be charged $0.75 per call on your monthly bill. To deactivate busy redial, lift the receiver and press [] [8] [6] or 1186 on rotary or pulse-dialing phones. You can deactivate Busy Redial anytime prior to receiving the distinctive ring. You will still be charged for activating the busy redial service for this call even if you cancel before the distinctive ring.

Question	How do I use *67 - Per Call Blocking?
Answer	To activate per call blocking, pick up the receiver and dial [*] [6] [7] or 1167 on rotary or pulse-dialing phones. Once you hear a dial tone, dial the telephone number of the person you want to call. You must follow these instructions each time you want to block your number. To use this service, you will be charged $0.75 per call on your monthly bill.

Question	How do I use *69 - Auto Callback?
Answer	To activate 69, press [*] [6] [9] and the last number that called your phone will be recalled. To use this service, you will be charged $0.75 per call on your monthly bill.

Question	How do I use the Caller ID with Name feature?
Answer	Caller ID with Name is always ON. If you have a Caller ID display box, you will be able to view the name and number of the person who is calling you (unless their number is marked "private").

Question	How do I use the Call Waiting feature?
Answer	To use call waiting: 1. When a second call in coming in you will hear a beep. Inform your first caller that you have another call. 2. Press and release the flash button to put the first person on hold and answer the second call. 3. To return to the first call and put the second call on hold, again press and release the flash button. You can alternate between calls as often as desired.

Question	How do I use the Call Forwarding feature?
Answer	To turn the Call Forwarding feature ON: 1. Lift handset and listen for dial tone. 2. Press [7][2][#]. 3. At the tone, dial the telephone number calls are to be forwarded to. 4. When the call is answered, the feature has been activated. 5. If the call is not answered, hang up and repeat the above steps within two minutes. When the number you are forwarding to rings, you can hang up, and the feature is activated. To turn the Call Forwarding feature OFF: 1. Press [7][3][#]. 2. Two short tones indicate that you have turned Call Forwarding OFF

Question	How do I use the Speed Dial 8 feature?
Answer	To program a phone number into Speed Dial 8: 1. Select a one-digit code from 2 through 9. 2. Press [7][4][#] (Rotary Dial 1174) and listen for dial tone. 3. Dial the code and the complete telephone number it will represent. Two beeps will confirm your entry. To place a call using Speed Dial 8: 1. Simply dial the one-digit code you have selected. 2. If you have a touch-tone telephone equipped with Touch-Tone service, press [#] after the one digit code to save time.

Question	How do I use the Three Way Calling feature?
Answer	To Add a Third Person To Your Call: 1. Press and release the flash button to put the person with whom you are talking on hold. 2. Listen for three tones followed by dial tone. 3. Dial the number of the third person. When he/she answers, only the two of you are connected and you may talk privately before bringing the person on hold back into the conversation. If you receive no answer or a busy signal, press and release the flash button twice to return to the person who is on hold. 4. To bring the person on hold back into the conversation and complete the 3-way call, press the flash button for one second, and all three of you will be connected. 5. To disconnect, have either person hang up and you can continue a two-way call.

Question	How do I use the Speed Dial 30 feature?
Answer	To program a phone number into Speed Dial 30: 1. Lift receiver. 2. Listen for dial tone. 3. Press [7][5][#] (Rotary or pulse-dialing phone, dial 7-5). 4. Listen for dial tone. 5. Press the speed code (20 through 49). 6. Dial the desired number. 7. Listen for the confirmation tone. 8. Hang up. 9. Repeat these steps until you have assigned a code to each telephone number that you want on your Speed Dialing list. Use a different code for each number. To place a call with Speed Dialing 30: 1. Lift receiver. 2. Listen for dial tone. 3. Press the code for the number you want to call, 20 through 49. 4. If you have a touch-tone telephone equipped with Touch-Tone service, press [#] after the two digit code to save time.

Question	How do I use the Anonymous Call Rejection feature?
Answer	To activate Anonymous Call Rejection: 1. Dial [][7][7] or 1177 on rotary or pulse-dialing phones. 2. You will hear a confirmation announcement that Anonymous Call Rejection is activated. 3. Anonymous Call Rejection will remain on until you turn it off. To deactivate Anonymous Call Rejection: 1. Press [][8][7] or 1187 on rotary or pulse-dialing phones. 2. You will hear a confirmation announcement that Anonymous Call Rejection is deactivated. 3. When Anonymous Call Rejection is off, all calls will reach you.

Question	Will PowerConnect High Speed speed up everything I do on the web?
Answer	PowerConnect High Speed accelerates certain text and graphics on web pages. With PowerConnect High Speed you will notice a significantly faster experience when you visit web sites, send and receive your e-mail, and perform many other Web-based activities. PowerConnect High Speed will not currently accelerate file downloads such as music files, or streaming video or audio media.

Question	How fast is PowerConnect High Speed?
Answer	The exact amount of acceleration can vary but with PowerConnect High Speed you will notice a significantly faster experience when you visit web sites, send and receive email, and perform many other web-based activities.

Question	What other features does PowerConnect High Speed include?
Answer	PowerConnect High Speed offers the following value-added services in addition to speeding up your web and email usage: Pop-up Blocker - block annoying pop-up advertisements while surfing Banner-Ad Blocking - Stop the ads, and surf faster *Integrated Diagnostic Support Tool

Question	How does PowerConnect High Speed work?
Answer	PowerConnect High Speed accelerates your Internet access through proprietary text and image compression, content caching and other network optimizations.

Question	Will I benefit from using PowerConnect High Speed?
Answer	If you have a slow Internet connection (such as dial-up or wireless connection) with bandwidth of less than 300Kbps, you will experience a significant degree of acceleration using PowerConnect High Speed

Question	What types of content does PowerConnect High Speed speed up?
Answer	PowerConnect High Speed significantly speeds up web page access. To achieve this speed up, proprietary lossless compression is applied to text, html, xml, javascript and style sheets. Proprietary image compression is applied to gif images, jpeg images and Flash content PowerConnect High Speed also accelerates email traffic (POP3 and SMTP) using lossless compression. PowerConnect High Speed does NOT speed up file downloads (over FTP or file sharing programs), streaming audio/video and HTTPS (secure web sites).

Question	Can I use PowerConnect High Speed when connected to another ISP?
Answer	PowerConnect High Speed works by first passing each web page that you view through our servers, where the page content can be compressed and optimized for faster display. To reach these servers, you must be connected to the Internet through a PowerConnect dial-up connection.

Question	When I try to connect, why does it keep re-prompting me for my password, even after I enter the correct one?
Answer	Even though the error that you are probably getting actually specifies that the password is incorrect, it may be referring to the username or the password. The easiest way to fix this problem is to bring up the initial "Connect to" box (where you actually press the button that says "Connect"). In this box, you will see an area for your username, an area for your password, and the phone number that you are dialing. You need to place your cursor into the area for username and delete whatever may be there (even if it appears to be correct)! After the box is empty, you will proceed to hit the delete key approximately 5-10 more times. Repeat the EXACT same process in the password area. After both fields have been completely cleared, re-enter the username and the password. What tends to cause a problem like this is an extra or unexpected character in one of the two fields, usually a space that we are unable to see!

Question	Why do I always get disconnected after 15 minutes?
Answer	If it seems that you are consistently getting disconnected after 15 minutes, you may have the idle time out option selected. Idle time out occurs if you are connected but do not have any type of activity for a certain amount of time. This usually happens if you leave the computer to eat dinner, etc. and stay online while you do so. Since you are not actually doing anything on the Internet, you are considered idle. Most Internet Service Providers implement an idle time out policy to keep the lines free for other users who want to get online. But if you are experiencing these time outs quicker than your ISP's policy is for, you probably have the option set on your computer. If you check your Internet Options (located in the Control Panel), you will see where this setting is located. a. Click on the "Start" button b. Go up to "Settings" and select "Control Panel". c. Double-click on the icon labeled "Internet" or "Internet Options". d. Click on the "Connection" tab and you should see your connection located in a box. e. To the right-hand side, you will find a button that says, "Settings." Click on this button. f. Inside the new "Settings" window you will find another button that says "Properties" that you will want to click on. g. In the "Properties" for your connection you will find a "Configure" button at the bottom of the window. Click on "Configure". h. You should find a tab marked "connection". When you hit this tab you will find the idle time out option located near the bottom. Make sure that this box is unchecked. It sounds confusing but if you follow the instructions step by step, you should have no difficulty fixing this problem!

Question	Why do I seem to get disconnected so frequently?
Answer	If you find your connection being terminated while you are working online, not idle, but actually surfing the Internet or sending mail, you most likely have an unstable connection. This is caused by your modem connecting at a rate that your phone lines cannot handle. While the modem is trying to transfer the data, the phone lines struggle to hold the connection and a lot of times the connection is dropped. This problem is easy to resolve. You simply need an initialization string to help control your modem's speed of connection. This string can usually be found in the Owner's Manual, or you can call the place of purchase or the manufacturer. Once you have established which string will work with your particular modem, place the string in the following location: a. Click on the "Start" button. b. Go up to "Settings� and select "Control Panel". c. In the "Control Panel" you will find an icon called "Modems" that you will double-click on. d. Inside of this window you should see your modem displayed. Select the modem and press the "Properties" button. e. Once inside the modem properties window, you will find a tab labeled �connection" that you will select. f. Now you will find a button that says "Advanced". Click this button. g. Finally, in this window you will see a textbox marked "Extra Settings". Put your cursor into this field and enter the string that you have obtained from the manual, computer store, modem manufacturer, or Internet Service Provider. A list of generic init-strings can be found on our init-string page, http://support.pngusa.net/faq/strings/initstrings.html The string should ALWAYS be entered in one case. All letters need to be upper or lower-case, not a mixture of both. This should take care of the problem! Other options when working with modem commands is to use the Internet as a research tool. Choose any search engine that you prefer (for example, www.google.com, www.altavista.com, www.yahoo.com, or www.lycos.com) and do a simple search on the word "modem" and you will find more resources than you have time to read. Your local phone company will check your phone lines for noise, if you feel that bad phone lines may be the problem.

Question	Why does it say that I am not getting a dial tone?
Answer	If you attempt dialing in and get an immediate error that there is no dial tone, there is something wrong with the modem or the phone line. It is usually a problem with the modem not being plugged in correctly. Make sure that the phone line is plugged into the correct spot on the back of your computer and that it is plugged into the phone jack on the wall. If it all looks correct, unplug the computer and try an actual telephone in the jack. Does it have a dial tone? If there is a dial tone at this point it would be a safe assumption that the modem is not plugged in properly and that is what you need to fix. If there is no dial tone with the handset either, it is time to call the Phone Company! If there is a dial tone, and you are certain your modem is plugged in correctly, it is possible that your modem is not functioning properly. Contact your computer vendor/manufacturer if you think this is the problem. You also need to know if a 9 should be dialed for an outside line. If you are not dialing the 9 first and it is required, it may give you this error.

Question	How can I disable call waiting?
Answer	To disable call waiting, double-click on the "My Computer" icon located on your desktop. In this Window you will double-click on the "Dialup Networking" icon. In Dialup Networking, right mouse click on your connection icon and select "Properties". You will see the number that you are currently dialing inside of this window and you need to simply put your mouse in FRONT of the number showing and type "*70," (you will not need to put the quotation marks). Call waiting has been disabled. It is also a good idea at this point to uncheck the box located beneath the "Country code" field. The option will say "Use area code and dialing properties" or "Use country code and area code". Simply uncheck.

Question	Why can I send email to all of my friends but my daughter's address won't work?
Answer	If you are able to send to everybody you try with the exception of one or two addresses, chances are you are entering something incorrectly in the address. The error message that your email program gives is a good indication of the problem. It could also be a problem with the recipient's service provider.

Question	Why can't I send a picture of my son with my email? It never lets the message send!
Answer	Pictures tend to be far larger in size than plain text messages. Most of the time, if a picture will not send via email it is because the file is too large. Many Internet Service Providers will have a size limit on any mail that their servers handle. Email was not intended to send and receive these types of large files. Using a Zip program (WinZip, for example) to compress the file will help solve this problem. Keep in mind that after you have compressed and sent the message, the recipient will need to un-compress it before viewing! Make sure that the people you are sending to know that they will also need a Zip program!

Question	Why do I download the same six messages every time I check for new mail?
Answer	If you download the same messages over and over, the first step would be to make sure that you do not have "Save a copy of messages on server" selected in your mail client's options. If this option is selected, you will find that you do download the same messages time and again. The most common cause for this problem, however, is one message that clogs up your mail, so to speak. There are quite a few lines that most people do not see while sending mail called, headers, and this is what actually directs where the mail is delivered to. If there is any character out of place in the header, the message will be undeliverable. Or if the message is too large for the mail server to handle the result will be the same. This single message will prevent anything else from being downloaded after it. Until the very last message on the server is downloaded, the server will continue giving you the same messages. So if you are stopping the download of mail yourself before it is finished downloading, it will start from the top the next time you try. After the final message is downloaded, that is when the server wipes the slate clean for you.

Question	Why can I receive mail but I can't send?
Answer	If you happen to have this problem occur, you will need to open your mail client (Outlook, Eudora, Etc.) and access the Outgoing mail folder. (Most will read as "Outbox"). Delete, or move any unsent messages out of the folder, once you have done this. Check for any new messages on the mail server and then send any replies or new messages you have. This error message is coming from the mail server, not from the mail client itself. It means that the SMTP (outgoing) mail server did not recognize you as an authorized user and has rejected your message. Most ISPs configure their SMTP servers to recognize only those IP addresses, on the accepted list. By checking for new messages before attempting to send any outgoing mail, you will have been authorized and added to this accepted list of IP addresses to send outgoing messages.

Question	What are my options for making a payment?
Answer	You can make a credit card payment from the Customer Portal using Ebill. You can set up automatic credit card payment from the customer portal. You can have the payment taken out of your checking or savings account from the Customer Portal. You can set up automatic withdrawl from you checking or savings account from the Customer Portal. You can mail your payment into the specified address listed on the invoice or listed on the Customer Portal. You can contact Customer Care to make a credit or debit card payment or sign-up for Monthly Credit Card Pay. *You can contact our Collections Department at 1-866-202-6500 to make a check payment by phone. There is a fee of $4.50 charge to process this request If you have any further questions regarding our Ebill service please contact our Customer Care Department via the eSupport link.

Question	What is the payment address?
Answer	Please send your payment to the following address if a payment coupon is included: PowerNet Global Communications P.O. Box 740146 Cincinnati, OH 45274 If you would like to make a payment without a payment coupon included please send it to the following address: PowerNet Global Communications 100 Commercial Drive Fairfield, OH 45014 If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Can I make payment arrangements if I am unable to pay my balance in full by the due date?
Answer	Yes. Please contact our Collections Department at 1-877-599-2921 to make payment arrangements during the following business hours: Monday-Thursday 8:00am EST till 9:00pm EST Friday 8:00am EST till 4:30pm EST Saturday 8:00am EST till 12:00pm EST

Question	Can I change my billing cycle?
Answer	Yes, please contact Customer Care via the eSupport link to submit a request to change your billing cycle.

Question	How are taxes and surcharges on my bill determined?
Answer	Taxes and surcharges are determined by the rates mandated by federal, state, and local laws. The charges applied to your bill are based on the monthly recurring charges, local usage, toll usage and roaming usage. However, these charges vary depending on the type of tax, taxing authority and the state, city and county in which you reside.

Question	What is the Nework Access Charge?
Answer	The Network Access Charge allows PNG to recover various carrier charges and administrative costs associated with originating and completing interstate and international calls. It is charged as a percentage of interstate and international usage charges, and any associated charges related to providing interstate service. This fee is not a government mandated tax or surcharge. The current Network Access Charge rate is 12.9%.

Question	What is the FCC Commercial Wireless Regulatory Fee?
Answer	This fee is a FCC regulatory fee to recover the annual costs of its enforcement, policy and rulemaking, user information, and international activities. This is collected at $0.02 per line.

Question	How much does it cost to have my services restored?
Answer	There is a $15.00 fee to have services restored if your services have been suspended or cancelled due to lack of payment. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	How do Peak and Off-Peak minutes work?
Answer	Your rate plan has an amount of included package minutes for use during peak hours (daytime) and an amount of included package minutes for use during off-peak hours (nightime). All calls you make and receive within the calling area defined by your rate plan will pull from the appropriate set of minutes. This is based upon the time when the call started. If you exceed the minutes included in your package for the peak or off-peak time periods you will be charged a per-minute rate for airtime on calls made and received for the remainder of the billing cycle. This rate is determined by the package you have selected previously. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	What are the time periods for Peak and Off-Peak minutes?
Answer	Peak minutes are used from 7:00AM-9:00PM Monday thru Friday. Off-Peak minutes are used from 9:00PM-7:00AM Monday thru Friday and anytime on Saturday or Sunday. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	How will calls bill if a call originates in one time group, but ends in another?
Answer	The billing system will rate the call according to the time group the call originated in and will calculate the minutes used up until the time group changes. After the time group changes the billing system will calculate the minutes used during this time group and then add both "pieces" together.

Question	How do I view my wireless charges using the Customer Portal?
Answer	Click on the invoices tab and choose the invoice you wish to view. Once you have selected the invoice click on the Call Detail tab. You will be able to choose from the services listed on your account. Click on View Details next to the service you wish to see call detail for. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Is there a fee to change my wireless phone number?
Answer	There is no charge to change your wireless phone number. Please contact our Customer Care Department via the eSupport link to change your number.

Question	What do I do if I suspect there is fraudulent usage on my account?
Answer	If you suspect that there is fraudulent usage on your account, please contact our Customer Care Department at 1-866-200-5200 or dial #PNG (#764) from your wireless phone for immediate assistance. The representative will help you determine if this is fraudulent activity, offer ways to prevent this from occuring in the future, and answer any further questions you may have regarding this.

Question	How do I change my package?
Answer	If you would like to change your current package, please contact our Customer Care Department via the eSupport link. Please be advised that these changes will not be effective until the next billing cycle.

Question	Is there a charge to change my wireless package?
Answer	No, there is no additional charge to change a package.

Question	Why does the airtime on my bill not match the airtime on my phone?
Answer	The call timer on your wireless phone keeps track of the minutes used as soon as you press the "send" button on your phone until you "end" the call. These minutes include misdialed calls, and 911 calls, which you are not charged for. The call timer calculates every minute of every call made from your wireless phone, and is typically higher than billed usage. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Why does my bill have partial package or monthly charges on it?
Answer	If you recently set up a wireless package with us or changed packages you will see a partial charge for that plan. Monthly charges are prorated according to the number of days you are billed for them during your 30-day billing cycle. If you have any further questions, please contact our Customer Care Department via the eSupport link.

Question	Will I be charged if I check my voicemail from my wireless phone?
Answer	Yes, you will be charged airtime charges when calling to your voicemail to check your messages from your wireless phone. The minutes used will be taken from your Peak or Off-Peak minutes depending on time of day the call is made. Furthermore, you are able to check your voicemail messages from a landline phone without minutes being taken from your wireless package. If you have any further questions, please contact our Customer Care Department via the eSupport link.

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