Billing Questions

Why has my Billing Date Changed?

The billing date could have been changed due to the addition of additional phone lines, new or upgraded service plan, previous service plan expired or a promotional service plan ended.

If you have any questions, please contact the billing department.

Can I Add Secondary People to My Account?

Yes, you may add the name of any additional people that you wish to have access to the account. You can send an email to [email protected] with the request. When the other people call in they will need to verify the name on the account and the login username as well. Please be sure that those people are aware of our policy.

Do I have to Activate the Service?

Your service will automatically activate on the activation date noted in the activation email that was sent to you upon completing your order.

If you are receiving a new number:

• Your phone service should be fully functional when you receive your new Phone Power hardware.

If you are transferring your phone number to us:

• You may set up your equipment immediately upon receiving it. You will be able to make outbound calls from your Phone Power phone, however, inbound calls will not begin until midnight on your Activation Date.

How is the Annual Plan Billed?

The annual plan is billed in advance with taxes and fees. Any plan that comes with free service will be assessed with applicable taxes, surcharges, and fees periodically, based on the details of the plan selected. Any call charges will be billed on your monthly billing date.

• Note: Every user is allowed a $10 credit for international calls. Once that $10 limit is reached, the balance is charged automatically to the credit card on file. If a user makes calls that would accrue charges less than $10, then the balance is charged on the normal billing date.

If you have any questions or comments, please contact us at 888 60-POWER or send us an email to [email protected].

What are the taxes and fees on the bills?

• Regulatory Recovery Fee

This fee is charged to help cover the cost that Phone Power is charged to comply with Federal, State, and Local Regulatory requirements. This fee covers things like local number portability, costs and funding for telephone service to low income families and schools.

• E911 Recovery Fee

This is charged per E911 registered location/phone number on your account. We are mandated to provide E911 service by the Federal Government and this covers our cost providing this compatibility.

• FSLS

Taxes and Regulatory fees vary state to state/ or local jurisdiction. These taxes and fees are typically levied to fund state, local programs, and services. Phone Power collects and passes through these taxes and fees to the appropriate government entity on a monthly, quarterly, or annual basis.

What is a "rate center" and why can't Phone Power port my number?

A rate center is a geographic area that is used to determine things like local vs. long distance calls. It can also determine local vs. non local exchange/prefixes.

In the vast majority of cases, porting a phone number is not a problem. There are possible reasons why your number can't be ported to us though. Phone Power can port numbers from 93% of the US population, however, there may be circumstances where we don't have a connection to the rate center. In those rare instances we cannot port your number to us. Phone Power may be able to provide you a new number local to your area. You can check this out by filling out the first step of the order form.

What is the Cost for a Second Phone Number?

A second telephone number would require signing up with another service plan. You can add telephone numbers to your account through the MyAccount section of our website. Please refer to the article for how to Add a Phone Line to your account for more information.

Virtual numbers are an additional $5 a month. Please refer to the article for how to Add a Virtual Number to your account for more information.

Can I Sign Up for Multiple Phone Numbers at Once?

Phone Power prefers to port one number at a time. Once the first number has a confirmation of activation then the other numbers can be added through the My Account page. Please refer to How to Add a Phone Line to Your Account. If you must port more than one number at once, please add the additional information in the notes section on step 5.

Can I get a Credit to My Account for Loss of Service?

Phone Power can issue a credit of down time for service from the moment you called in to report the issue to the time it was resolved. This only applies if the Technical Support Department verifies the issue as system-related. Issues that are customer-related (customer loss-of-power/internet, setup/wiring/computer issues etc..) are not eligible for credit. To apply for a credit send an email to [email protected]. Please wait until the issue is resolved before you submit your request so you can include the start date, end date, and reason for credit.

How Do I Change my Phone Number?

To request a change your current phone number, please send an email to [email protected]. There is a $15.00 number change fee that would be applied to the account.

What is my Billing Date?

The Billing Date is normally the same date each month and coincides with your original Activation Date. You can view your Billing Date by logging into your MyAccount.

Once you are logged in:

• Click on Call Log/Usage on the left menu bar.

• Click on View Current Minute Usage. The page will display the current minutes that you have used on this billing cycle and when this billing cycle ends.

I canceled the service, but I'm signing up again. Is my old phone number still available?

If you had your phone number transferred from Phone Power to another provider and you wish to have Phone Power phone service again:

• Select a service plan from our list of available Residential or Business plans. Then select you would like to transfer your phone number and complete the sign up process.

If you canceled service and did not have your phone number transferred to another provider:

• That phone number is most likely not available. If the phone number is not in the list of available phone numbers during the sign up process, then the phone number is not available.

If you have any questions or concerns, please contact us by email at [email protected] or by calling us at 888 60-POWER.

What if I want to block 411 Directory Assistance and Operator Assisted calls?

You may disable those via the MyAccount section of the website to avoid being charged for them.

How does the number transfer process work?

Once you have submitted an order to transfer your number to Phone Power, we will automatically submit a request to your current telephone provider asking them to release the number to us. Once the previous provider has notified us of the transfer date, we set that same date as the activation date. You will be notified via email of this date as well. Normally, the transfer process takes 5-7 business days. Once you are able to make and receive calls with our device, you can cancel service with your other provider.

What is considered a connected call?

A call can be considered connected by a few different means.

International calls:

• A call is completed once the call connects to the local phone company of the country that was called.

• Billing on the call begins once the call is connected to the local phone company of the country that was called. Once the local phone company receives the call, they may or may not connect the call to the party you are trying to reach.

All other calls:

• Anytime the receiving carrier returns to us a signal that the call was connected.

• A few telephone companies may send us a signal if there is a Voicemail or some form of error message saying the call can not be completed. This will still count as a connected call and will be billed as such.

• Note: Land line telephone companies use the same signaling process to bill customers for calls. This is the same way that Phone Power counts minute usage for billing purposes.

Is there a limit to how many people I can refer in order to receive credit?

You may refer as many people as you like. There is no limit on to how many people you can refer in order to get a referral credit.

I want to switch from one plan to another, how do I upgrade my plan?

You can view your available phone service upgrades and plans in the MyAccount section of the website by clicking on Modify Services.

How is the monthly billing processed?

Phone Power currently only offers automatic credit card billing. Your billing cycle will begin when you receive your hardware and can use the phone service. You will be billed on that date each month for any monthly charges. There are no prorated charges. You can review your invoices online via the MyAccount section of our website.

Do you charge for Directory Assistance or Operator Assistance calls?

Yes, 411 Directory Assistance calls are $0.99 per call plus $0.10 per minute after the first 2 minutes. Operator and International Operator Assisted calls are $3 per call.

For your long distance / international billing, what is the billing increment? (e.g. 1 second, 5 second, 1 minute)?

Calls are measured in 1 minute increments. All calls are rounded up to the nearest minute.

For more information, please see our International Rates page.

How do you bill for International Calling?

International calling is enabled by default. Customers may enable or disable it at anytime by logging into their My Account page. All International calls are billed at their respective international rates which are updated on the first Tuesday of each month. Each customer account is given a $10.00 credit limit for international calls. If an international calling balance exceeds the credit limit prior to their next bill date, the account will be charged the balance immediately. Failure to pay will result in suspension of service.

All Phone Power Freedom, Business, and Hosted PBX plans that include more than 500 minutes receive 60 minutes of free international calling to qualifying destinations every monthly bill cycle. 500 and Metered Rate plans do not receive any Free International Minutes. Subscribers that have chosen to include the Global Plus Add-On with their service also receive 1200 additional minutes of free international calling. Details of qualifying destinations can be found using the International Phone Number and Rate Lookup tool, located on Phone Power's International Rates page. These rates and qualifying destinations are subject to change on the 1st business day of every month. This tool is the final arbiter of which phone numbers qualify for Free International Minutes. After the allotted minutes of qualifying calls have been made each month, standard billing will commence using the listed rates for each destination.

How can I update my credit card on file?

Just log into your MyAccount and then click on the Update Credit Card On File link. Please refer to How to Update Your Credit Card Information for further assistance with the online process.

Or

You may call the billing department at (888)60-power - (888)607-6937 to update your credit card over the phone.

When do you charge me for Directory Assistance and Operator Assisted calls?

Directory Assistance is charged at $0.99 per call and $0.10 per minute after two minutes. Directory Assistance is enabled by default on all new phone lines. Operator calls are billed at $3.00 per call. Operator calling is disabled by default on all new phone lines, but may be activated using the MyAccount Dialing Options.

When am I charged for the first month of service?

Once you have completed the sign up process, you will be charged the Shipping and Handling fee and the first month of service.

The first monthly service charge does not go in effect until your activation date. If your activation date is prior to you receiving your hardware, the monthly billing cycle will start on the day you receive your hardware.

I do not see my free months of service on my online invoice?

Once the prepaid portion of your plan is over, your account will convert to the standard monthly plan at the current rate. At that time you will receive the free months of credit to your account until the free months have all been applied. After that you will remain on the monthly billing plan unless you once again sign up for another plan.

Is there a charge to call Canada, Hawaii or Alaska?

Calls to Canada, Hawaii and Alaska are included in your basic plan.

How do I refer someone and get credit?

In the 4th step of the sign up process there is a Referral Source section. In the drop down menu they will need to choose Existing Phone Power User. They will need to know your username and enter it in the box provided. If they don't enter it in that section, then they can submit an email to [email protected] with both parties name and username for the credit.

Can I receive a paper billing statement?

We are a paperless company, therefore, all payments are withdrawn via the credit, debit, or pre paid card on file. These payments are deducted each month on the billing date. You can view all Invoices and Payments via MyAccount.

Can I use my debit card to pay my bill?

Yes, you may use a debit card for payments as long as it has the Visa or Master Card logo on it. We will process it just as a credit card. We also accept prepaid credit cards.