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Customer Care » Frequently Asked Questions » About Network Problems

Q: How can I contact Excel Repair Department if I experience problems with my Long Distance Service?

A: If you experience one of the listed below problems, please contact our Network Trouble Resolution center using Network Repair Escalation list:

• Fast Busy
• Dead Air
• Number is disconnected recording
• Call can't be completed as dialed recording
• Quality, volume too high or low
• Quality, Long Connection time (post dial delay)
• Quality, Distortion/Garbled Speech
• Quality, Noise/Hum/Static
• Quality, Echo

Understanding that in some cases you won't be able to use your regular phone to make this call, please use your cell phone. You also can send us an email to . In your email, please specify you customer Excel account number, name, service address, contact phone, date and time of incident, number call from, number called to. We will respond to your email within next 2 business hours.

Q: What should I do if I get unusual message while calling Long Distance?

A: Listed below are all error messages you may receive when using our network. Even though it is very unlikely that you ever would have a difficulty with long distance call, we still want you to know about those potential errors and what they mean.

• All circuits are busy, please try your call again later.
  No terminating circuits available.
• The number you have entered is not valid, please check the number.
  Invalid PIN on authcode or authcode is temporary invalid.
• The number you have dialed is not valid. Please check the number and dial again.
  Invalid dialed number or not set up in switch.
• The rate plan you are currently using is no longer available.
  Call intercepted for "INP Call Profitability"
• Your account is past due and has been temporarily disconnected.
  Used by Collections Department.
• The number you are dialing from is not a valid customer number.
  Invalid NPA-NXX (6 first digits of domestic phone number).
• The account code you have dialed is not valid, please check the code and dial again.
  Invalid account code.
• We're sorry, your call did not go through, please hang up and dial again.
  Network did not receive some or all digits of dialed domestic or international number.
• International calls are not permitted with this service.
  Phone line was configured to not allow calls to international and Caribbean destinations.
• It is not necessary to dial your carrier access code when calling within your market area or LATA.
  Phone number has been blocked in switch to not allow intralata access as specified by state regulation.
• The authorization code or 800 number you have dialed is not valid, please check the number.
  Authcode used on call not valid.
• Your account is past due and has been temporarily disconnected.
  Block message by Excel Collections department.
• Your call cannot be processed at this time. Please call the Fraud Investigations Department at 1 800 474 4406.
  Block message by Excel Fraud department.
• We're sorry, your call cannot be processed without first collecting your billing information.
  "BNA" has been blocked and all calls intercepted.

If you received one the described above error messages from Excel network please contact us immediately. Call us at (800) 308-4653 or send email to .