CUSTOMER CARE FAQ’s
1. When do I have to pay an installation fee?
2. When do I have to pay a security deposit? Can it be waived? How may I pay for it?
3. Does Supra provide DSL service? Can I sign up with another provider and keep my phone line with Supra?
4. There is no information about business lines currently on the Supra Website; also the bill doesn’t have any contact information for that department. How can I find out pricing information, etc for business services?
5. How can I access my account through the Website?
6. What are Supra’s primary contact numbers?
7. How can I request a change of telephone number? Is there a charge?
8. How can I avoid incoming telemarketing calls to my Supra Telecom phone line?
9. Why are business lines more expensive than residential lines?
10. What is the time frame for a new installation/change order?
11. How can I transfer my account responsibility?
12. How can I request a listing change? Is there a charge?
13. Why is Supra Telecom unable to credit customers’ accounts when having no-dial-tone due to a natural disaster?
14. Why doesn’t Supra Telecom prorate customer bills when disconnecting lines?
15. How long does it take for the Inside Wire Maintenance service to be activated?
16. What is included in the Inside Wire Maintenance service?
17. Why is my SupraVoiceMail not working?
18. Am I obligated to pay for federal and local taxes?
19. I currently have phone service with a different phone company and I would like to switch to Supra. Can I keep the same telephone number?
20. What is the least expensive service plan that you offer?
21. Why you charge for paper bills?
22. How long does it take to process my order?
23. When is my payment due?
24. Why do you charge for termination of service and/or new Installs?
25. Why I can’t keep my phone number when changing address?
26. What are and why do I have to pay for regulated charges?
27. What is an “access revenue recovery charge”? Why am I being charged for it?
28. Can you provide definitions for all applicable taxes?
29. How can I retrieve my messages with SupraVoiceMail?
30. What methods of payment do you offer?
1.When do I have to pay an installation fee?
Whenever we process an order that requires a new installation, an installation fee payment will be required - for example: Transfer of service orders, new installations, and reconnections. The installation fee is $40.00 for residential and business lines. This charge will appear in full on your first bill and will not be split.
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2. When do I have to pay a security deposit? Can it be waived? How may I pay for it?
It is required whenever we create a new account for a new installation, conversion, reconnection, etc; depending on the credit history, it could be waived. If required, you can pay it over the phone with credit/debit card or check. Security deposit is $60.00 for residential lines and $100.00 for business lines (per line).
3. Does Supra provide DSL service? Can I sign up with another provider and keep my phone line with Supra?
We do not offer DSL service at this moment, but are working toward providing a DSL solution in the near future. Since our lines are not currently compatible with DSL, you cannot subscribe to DSL with another provider.
4. There is no information about business lines currently on the Supra Website; also the bill doesn’t have any contact information for that department. How can I find out pricing information, etc. for business services?
You can contact our business department from 8:00 am until 7:00 pm Monday through Friday for information on business products and services. The direct telephone number is (866)217-8772
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5. How can I access my account through the Website?
You need to set up your personal username and password. You can do it by calling our Supra Telecom’s customer service number to request this information to be added. After that, you will be able to check your account information online at www.supratelecom.com.
6. What are Supra’s primary contact numbers?
Sales: 1- 877- 317-8772
Collections: 1-866-927-8772
Customer Care Residential: 1-888-499-1388
Business: 1-866-217-8772
Billing Fax:1-888-499-1387
7. How can I request a change of telephone number? Is there a charge?
You can request this type of change by calling our customer service department at 1-888-499-1388. The change will be effective after 3-5 business days and there will be a $20.00 charge posted on your bill.
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8. How can I avoid incoming telemarketing calls to my Supra Telecom phone line?You can contact the following numbers:
a.1800-435-7352 Florida Department of Agriculture In-State Telemarketing Block
b.1888-382-1222 National Do Not Call RegistrySupra also offers a variety of feature such as Caller ID, Anonymous Call Rejection, and Call Block in our Supra Feature Pack (link) which can assist you in avoiding telemarketing calls..
9. Why are business lines more expensive than residential lines?
Because business lines are established to be used exclusively for business purposes, they can be listed in the yellow pages and customers have the ability to print business cards and documents, and even make special advertisements b. On the other hand, a residential line can not be use for business purposes, only for personal purposes and it will not be listed in the yellow pages.
10. What is the time frame for a new installation/change order?
Any new installation will take 7-10 business days to be completed.
Any change order will take up to 3-5 business days to be completed.
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11. How can I transfer my account responsibility?
In order to transfer your account responsibility, you need to send a notarized document requesting the transfer. This document must show the complete name and information of both the new and old owner. You also must send a copy of identification for both parties involved in the transfer.
12. How can I request a listing change? Is there a charge?
In order to request a listing change, you need to send a notarized letter requesting the change. Only the owner can issue this document and there is a $10.95 charge for a listing change.
13. Why is Supra Telecom unable to credit customers’ accounts when having no-dial-tone due to a natural disaster?
As per Supra Telecom’s tariff reads: “SECTION 2.0 (CONTD) –RULES AND REGULATIONS 2.1- (CONTD) -Use of Facilities and Services 2.1.3B- The Company shall not be liable for any claim or loss, expense, or damage (including actual, direct, indirect, special, and/or consequential damage), for any interruption, delay, error, omission, or other defect in any service facility, or transmission provided under this tariff, if caused by any person or entity other than the Company, by any malfunction of any service or facility provided by any other carrier, by any act of God, fire, war, civil disturbance, or act of government, or by any other cause beyond the Company's direct control.” As per company policy, Supra Telecom does not apply credits in these circumstances.
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14. Why doesn’t Supra Telecom prorate customer bills when disconnecting lines?
As per Supra Telecom’s tariff reads: “SECTION 2.0 (CONTD) -RULES AND REGULATIONS 2.2 - Minimum Period of Service The minimum service period for any service provided by the Company is one month (30 days) except as otherwise explicitly provided in this Tariff. The customer must pay the regular tariff rate for the service they subscribe to for the minimum period of service. 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.” As per company policy, Supra Telecom does not prorate customers’ bills in these circumstances.
15. How long does it take for the Inside Wire Maintenance service to be activated?
30 calendar days.
16. What is included in the Inside Wire Maintenance service?
Wire Maintenance Plan covers diagnosis and repair of the inside telephone wire and jacks that provide your dial tone service. With Inside Wire Maintenance, you will not pay any labor or material charges if you need a telephone technician to make repairs covered by the plan. (restrictions apply)
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17. Why is my SupraVoiceMail not working?
If you are having issues with your voicemail, you can download helpful guidelines and procedures about SupraVoiceMail by visiting http://www.supratelecom.com/calling_features.html
18. Am I obligated to pay for federal and local taxes?
Federal, local and sales taxes are mandatory.
19. I currently have phone service with a different phone company and I would like to switch to Supra. Can I keep the same telephone number?
There is a possibility that customers can keep the same telephone number when switching to Supra Telecom. To determine if you are able to keep your phone number, please contact our Sales Department at 1-888-317-8772 and one of our Sales Specialists will be more than glad to assist you.
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20. What is the least expensive service plan that you offer?
Money Saver: $19.99 for Zones 1, 2 and 4; $37.99 for Zone 3.
21. Why you charge for paper bills?
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.
22. How long does it take to process my order?
New Installs, 7-10 business days
Termination of Service, 7-10 business days
Changes, 3-5 business days
Billing Requests, 3-5 business days
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23. When is my payment due?
Around 20 days after the end of the billing cycle, when the balance is current.
Around 10 days after the end of the billing cycle when the balance is past due. Your Supra bill also clearly indicates when payments are due. Click here for a guide to Understanding Your Phone Bill.
24. Why do you charge for termination of service and/or new Installs?
Supra Telecom incurs costs from changing phone lines between addresses, disconnecting service, and establishing new service.
25. Why I can’t keep my phone number when changing address?
Keeping a phone number depends on the central office where the line is connected. If the new address shares the same C.O. you will be able to keep your number. To determine if you are able to keep your phone number, please contact our Sales Department at 1-888-317-8772 and one of our Sales Specialists will be more than glad to assist you.
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26. What are, and why do I have to pay for, regulated charges?
Local Telephone Number Portability Charges
To increase competition in local telephone market service, Congress directed local telephone companies to offer "telephone number portability," which refers to the customer's ability to retain the same telephone number if the customer elects to change local carriers. In order to provide this capability, local companies had to invest in upgrades to their network. The FCC determined that local companies could (but were not required to) recover these costs through a small, fixed monthly charge assessed to customers. These charges began appearing in February, 1999 in areas where telephone number portability is available and may continue to appear for 5 more years.
Universal Service Charges (2)
Generally, the FCC's Universal Service support mechanisms ensure that affordable access to telecommunications services is available to low income telephone customers, telephone customers who live in areas where the costs of providing telephone service is high, schools and libraries,
and rural health care providers. This federally mandated support is funded by compulsory contributions from all interstate telecommunications carriers, including long distance companies, local telephone companies, wireless telephone companies, paging companies, and payphone providers. The amount of the contribution is less than 4 percent of their billings for the previous year, adjusted quarterly based on projected Universal Service demands. The FCC does not require that companies contributing to Universal Service recover these costs directly from their customers, however they are permitted to do so through a separately stated monthly charge that may be a percentage of the customer's bill or a flat amount.
Federal Subscriber Line Charges
Local telephone companies recover some of the costs of the actual lines connecting homes and businesses through a monthly charge appearing on the customer's telephone bill. This charge is usually called the” subscriber line charge," but also may be referred to as the "federal subscriber line charge" because it is regulated and capped by the FCC. Currently, the charge is capped at $3.50 a month for a primary residential line. The charge for additional residential lines at the same service address and business lines is permitted to be higher.
Presubscribed Interexchange Carrier Charges ("PICC")
A charge that long distance companies pay to local telephone companies to help them recover the costs of providing the telephone wires, underground conduit, telephone poles, and other facilities that link each telephone customer to the telephone network. A long distance company pays this charge for each residential and business telephone line presubscribed to that long distance company. There is no tax due on PICC charges paid from one telecommunications vendor to another. However, if a retail consumer or business has not selected a long distance company, the local telephone company may bill the consumer or business for the Presubscribed Interexchange Carrier Charge. If the PICC charge is billed to the retail customer, it is subject to sales tax.
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27. What is an “access revenue recovery charge”? Why am I being charged for it?
"Access" to the local telephone company’s network to make or receive long distance toll calls is generally offered to long distance carriers as a means for those carriers to offer services to their end user customers. Interstate access services are also offered directly to end user customers, including End User Common Line, Digital Subscriber Line Access Services, and other Special Access Services.
Tariff No. 5 contains the rates and regulations applicable to interstate access services offered by those local telephone companies participating in the tariff. The tariff is on file with the Federal Communications Commission (FCC), which is the regulatory agency charged with regulating interstate access services, among other services.
The FCC's rules limit participation in Tariff No. 5 to those local telephone companies classified as incumbent local exchange carriers (ILECs). An ILEC is a company that as of February 8, 1996 provided telephone exchange services to the area in which it was authorized to provide service and was permitted to participate as a member of the National Exchange Carrier Association (NECA). Under the FCC's rules, competitive local exchange carriers (CLECs) are not permitted to participate in or use Tariff No. 5 as their authority to bill for interstate access services provided to their customers.
Participation in Tariff No. 5 and NECA's pool settlements helps to minimize an ILEC's regulatory expenses associated with developing and filing its own tariff. It also helps minimize an ILEC's cost recovery risks through nationwide pooling of costs and revenues. An ILEC has the option of participating in Tariff No. 5 in its entirety, in one or more of the tariff pools, or filing its own tariff with the FCC.
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28. Can you provide definitions for all applicable taxes?
Regulated Charges:
E911 Charge: This charge is billed on behalf of local counties to help provide emergency service in the customer’s community.
Telecommunications Access System Charge: This helps fund the center that assists the hearing impaired.
FCC Local Number Portability Charge: A charge to cover the cost of the technology that allows a user to change carriers and keep their same telephone number.
FCC Network Access Charge: This charge is applied in an effort to help cover costs related to connection of a telecommunication provider’s interstate network. It provides for calls between companies, and the connection between these companies.
Miami Manhole Charge: This charge is to recover the cost incurred in underground cabling. This is a charge applicable only to MIAMI customers.
Taxes: Federal, State and Local taxes are rated depending on where the customer lives and is assessed as a percentage-based sales tax against both the local and long distance charges on the bill.
ARRC: Access Revenue Recovery Charge: Each long distance telephone call that customers make includes per-minute fees that the long distance carrier pays to the originating and terminating local telephone companies over whose facilities that call also traveled. Currently is $2.25.
USF:: Universal Service Fee: This charge helps cover costs that the telecommunications provider must contribute to the Federal Universal Found, which allows local phone rates to remain reasonably priced. Currently is 10.20%
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29. How can I retrieve my messages with SupraVoiceMail?
Call your access number provided by Supra, then enter your mailbox number and then your password (your telephone number the first time you set it up). Click here to get online details on utilizing your SupraVoiceMail.
30. What methods of payments do you offer?
On the Internet: You can pay with your credit/debit card or a check over the
Internet.
By Mail: You can send a check or a Money Order.
By phone: You can pay with your credit/debit card or a check over the phone. A
$1.95 charge applies.
At Western Union: You can pay at any participating agent. To find the location
nearest you, please visit www.supratelecom.com
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