Excel

• Overview
• FAQs
  • Long Distance Service
  • Toll-Free Service
  • Audio Conferencing Service
  • Calling Card Service
  • ITFS Service
  • TeleBlock^® Service
  • Dedicated Access
  • WholeSale
  • Our Billing
  • Long Distance Charges
  • Payment Options
  • Account Managers
  • Network Problems
• Survey
• Forms

Customer Care » Frequently Asked Questions » Long Distance Service

Q: What is BTN?

A: This is the main billing telephone number at a location. Local telephone company decides which number will become the customers main BTN.

Q: Why was I billed for long distance service by local carrier?

A: Direct billing occurs if a customer Pre Pics themselves at their local phone company and does not notify the long distance carrier of their new phone number(s).

Q: Why can't I make long distance calls?

A: Several reasons may prevent you from making Long Distance calls. If you hear a recorded message when dialing a long distance number, follow the instructions provided in the message or make sure you write the message down.

You can also call our customer service center to check:

• Your account status to verify your account is in good standing
• You do not have call blocking activated for long distance calls
• Your order status if you recently selected Excel as your long distance provider.

Before calling our Customer Service Center to report a problem with your Long Distance, please try the following steps to help us identify where the long distance problem is located:

• Note what happens when you call a long distance number. (You hear a recorded message, or you get a busy tone, or there is just silence, etc). Verify what calls are being affected, such as local calls, In-State Long Distance calls, or Out-of-State Long Distance Calls. Does the problem occur just when calling Out of State calls or any LD calls?
• Try dialing 1-700-555-4141. This is a free call. You should hear a message, like "Thank you for choosing Excel."
• Try dialing 1-(Your Area Code)-700-4141. This is a free call. You should hear a recorded message.

Q: What should I do if my long distance service was changed without my authorization?

A: To prevent this from happening again, local provider should place a PIC (Primary Interexchange Carrier) Freeze on your phone to prevent your long-distance service from being switched by anyone but you.

Q: What should I do if I'm charged for a service I did not authorize?

A: Contact our Customer Support immediately to inform us of the charge. Excel will try to resolve the situation to your satisfaction; however, you may be responsible for the charges, if it is determined the charges are the result of someone still authorized on your account that you did not notify Excel to remove.

Q: What are benefits of using account codes?

A: Account Codes enable customers to allocate communication usage by numerous variables, such as individual, department, client, etc. Features and Benefits:

• Eliminate time-consuming analysis and itemization
• Prevent unauthorized and inappropriate calls
• Strengthen management of calling budgets
• View call detail sorted by various departments/groups within organization

Q: Do you offer different account codes packages?

A: Excel offers three types of account codes designed to meet the needs of business customer: Non-Verified, Verified, and Customized.

• Non-Verified: Our customer selects a certain set of digits to be entered after a long distance call is dialed (2 - 7 digits are available). After the long distance call is dialed, the user must enter any set of numbers dialed that equal the number of non-verified digits the customer has selected will allow a call to go through. Employee names, departments or client names can be attached to non-verified codes. If no name is assigned to a code, just the code itself will be listed on the invoice.
• Verified: Our customer selects any one of our 3-5 digit pre-set code packages. ONLY codes entered from the selected package will allow a long distance call to be completed. Additionally, customers can attach an employee name, departments or client name to verified codes.
• Customized: Customers who have been working with a set of pre-existing verified codes for an extensive period of time and cannot change them may opt for our customized account codes. Employee names, departments or client names can be attached to customized codes as well. Only customers committing to $2,500.00 in monthly revenue may receive customized account codes.

The charges for the various account codes are as follow:

	Setup Charge	Monthly Recurring Charge	Monthly Revenue Commitment
Non-Verified	n/a	$5	n/a
Verified	n/a	$10	n/a
Customized	$25	$20	$2,500

Q: How to use directory assistance? Is it free?

A: If you are looking for a local phone number, please dial 411. If you are looking for a phone number outside of your calling area? Press 1 + area code + 555-1212. A nominal charge applies per directory assistance request.