Supra Telecom: Home - Local Telephone - Long Distance

1. Explain the difference between a denial (interruption) and a disconnection?
When the service is denied (interrupted), the customer still has dial tone, a telephone number and the line is still active, but no incoming calls are received and no outgoing calls can be made (except for calls to the 911-Emergency line). If the customer pays the pending balance, an order to restore the service can be place with a timeframe of 24-48 hours and a restoration fee is charged. When the service is disconnected, the customer doesn’t have dial tone, the telephone number is no longer assigned to the line and no incoming calls can be received or outgoing calls can be made (at all). If the customer pays the pending balance, the service can be reconnected, but we can’t guarantee that the same number can still be issued, a reconnection fee has to be paid and a deposit must be entered into the account. The reconnection can’t be granted until a credit evaluation is performed and approved.

Back to top ^

2. How many days after do I have to pay my bill and avoid Denial of my service once I receive the Cancellation notice?
The Cancellation Notice is the final notice that Supra Telecom sends before interrupting (denying) the service. We recommend that a payment is made immediately after the letter is received.

3. Why I am receiving a Cancellation Notice when I have already made my payment?
The Cancellation Notice letters are issued for accounts with overdue balances only. It might be possible, due to the time it takes for the letter to get to you and the time it takes to post payments that the letter might be issued on an account that has a payment in transit but hasn’t been posted yet on the account.

Back to top ^

4. If I pay less than the full balance, will my service be interrupted?
In order to avoid the interruption of the service, you must pay the full amount reflected in the Cancellation Notice. This amount includes the entire balance reflected on the account at the time the letter was issued.

5. How much do I have to pay to restore my service?
In order to restore service, you must pay the full amount stated on your Cancellation Notice and any additional penalties such as a reconnection fee, etc.

Back to top ^

6. If that amount can’t be paid in full, what can I do?
Depending on parameters, such as payment history, an arrangement can be made with the customer. This can be decided only by the Collections Department after evaluating the account.

7. Why do I have to wait until the payment is posted on the account to RS the line if I have received a confirmation number (automated system)?
It is a company policy to limit the placement of the restoration order only until the payment is posted on the account transactions page.

Back to top ^

8. How long does it take to restore a line that has been interrupted?
The timeframe to RS a service that has been interrupted for non-payment is 24-48 hours. At any moment within that timeframe, the service will be reestablished.

9. Why can’t I get the same number I had before I was disconnected?
Recently there was a change in the contract between Supra Telecom and Bellsouth and due to technical circumstances, Supra Telecom is limited to issuing telephones that are within its privately owned switches (as long as it has coverage). In other words, if we want to install a new line and one of our switches has coverage within that specific area we have to issue one of our numbers; If the number we are trying to reconnect doesn’t belong to our switch, we are obligated to issue a new number.

Back to top ^

10. Can I pay at any Western Union?
The Convenience Payment can be made at any participating Western Union locations. Please check the list of participating locations within this website or contact one of our customer service agents, who will be more than happy to assist you.

11. I’m calling on behalf a third party to pay his/her balance, because he’s/she’s out of town. I have his/her card/check info. Why can’t you take the payment?
Federal Law prohibits Supra Telecom from taking a credit/debit card payment or a check by phone from someone that is not the card holder.

Back to top ^

12. Why do I have to give you my driver's license number to pay the bill?
Supra Telecom and Telecheck (the company that Supra Telecom uses to process checks over the phone) have a contract that includes a “Guaranteed Payment” clause. This means that all the payments approved are guaranteed to be received by Supra Telecom, however, if the payment is reversed by the customer’s bank upon customer’s request, or the bank account is closed before payment is collected by Telecheck or any other situation happens that might prevent Telecheck from collecting, they won’t reverse the payment over Supra Telecom’s side, which means that Telecheck will be responsible for contacting the customer and collecting the payment. This is the reason why Telecheck requires this information.

13. Why does the IVR states the payment has been processed successfully if it doesn’t process it right away?
The IVR plays a notice before even processing the payment. This message specifies that the payment will take 24-48 hours to be posted on the account. This recording exists because the payment is not submitted live; for that reason, we don’t have confirmation that the payment has been approved until we process a batch of payments.

Back to top ^

14. How long does it take for a payment to be posted?
There are different timeframes, depending on the type of payment:

Credit/Debit Card:
   i. Live with an agent > Immediate
   ii. Supra Telecom’s website > Immediate
   iii. Automated System > 24-48 hours

Telecheck:
   i. Live with an agent > Immediate
   ii. Supra Telecom’s Website > Immediate

Convenience Payment (Western Union) > 24-48 hours
Check/Money Order (Mailed) > 7-10 Work days

15. Why should I pay for a full month if I won’t be using the service (when requesting disconnection after the billing cycle date)?
Supra Telecom states in its Rules and Regulations (Tariff) filed with the Public Service Commission (PSC) in Section 2.0 Part 2.2 entitled “Minimum Period of Service” that: “The minimum service period for any service provided by the Company is one month (30 days). … If a customer disconnects service before the end of the minimum service period, that customer is responsible for paying the regular rates for the remainder of the minimum service period.”

Back to top ^

16. Why does Supra Telecom charge $1.95 to make a payment?
The Payment Processing Fee is only charged for payments submitted live with an agent.

17. Why does Supra Telecom charge $1 to get a paper bill?
The $1.00 charge helps to cover costs of paper, envelopes, and postage, as well as internal processing costs associated with producing and mailing paper bills. We encourage customers to sign up for eBill in our efforts to lower paper consumption, maintain lower operating costs, and preserve our environment.

18. How long does it takes for the late payment fees to show in the bill?
Late fees are applied to your bill once payment transaction is collected. Please, allow 3-5 business days.

Back to top ^

19. If I am requesting a credit, do I have to pay the entire balance?
We recommend that the full pending balance is paid; however, our customer can pay only the amount that is not in dispute and wait for a resolution regarding the disputed amount. It is important that you get in touch directly with our collections department, so that we take special care of your account.

20. How long does it take to be removed from the collections agency?
The procedure to remove an account from an external collections agency takes approximately 2 weeks to complete.

21. When I have an outstanding balance, does that affect my credit?
Unless the account is disconnected, your credit won’t be affected at all.

Back to top ^

Terms and Conditions | Privacy Policy