General
1. Are there any extra or hidden fees with my Phone.com service package?
2. What does it mean to transfer my number?
3. How long does it take to receive the adapter?
4. Is rush shipping available for the ATA adapter?
5. The website says the activation fee is $29.95. Why was the charge $39.90?
6. Can refunds be received for the ATA if services are canceled?
7. Is there a fee to cancel the monthly service?
8. How will my Phone.com service be billed?
9. What is the difference between a virtual number and a second line?
10 What are the “usage charges” stated on my invoice?
11 Why was I not billed until after my second month of service?
1. Are there any extra or hidden fees with my Phone.com service package?
Home Service, including monthly and usage fees, is subject to taxes and recovery fees, including the Federal Universal Services Fund (FUSF), state and county-specific 911 recovery fees, and a regulatory recovery fee. A disconnection fee of $54.95 is applied in the event service is canceled prior to the 11 month anniversary of the Commencement Date of service. However, you will be entitled to a credit in the amount of the Disconnection Fee, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
2. What does it mean to transfer my number
When transferring your number to Phone.com, the number only is moved from one company to another. Please be aware that any services provided by other company will not transfer to us.
3. How long does it take to receive the adapter?
If the phone number is ordered from available inventory the ATA is approx. 5-7 business days (Shipped Ground). If the number is not in inventory and one is ordered the ATA will be shipped after number is completed (7-10 days) and then normal shipping time frame. Please note we do not ship on weekends or holidays.
4. Is rush shipping available for the ATA adapter?
There is no rush delivery; we charge a flat rate of $9.95 for shipping.
5. The website says the activation fee is $29.95. Why was the charge $39.90?
Phone.com charges a $9.95 shipping fee in addition to the activation fee.
6. Can refunds be received for the ATA if services are canceled?
No refunds will be issued for the ATA if you cancel your services. However, you will be entitled to a credit in the amount of the Disconnection Fee of $54.95, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
7. If the annual plan is canceled before the year is up, will the amount initially paid be prorated?
The annual plan will not be prorated if canceled prior to the completion of the year. If you cancel within the first 30 days of service, the full amount will be refunded to you.
7. Is there a fee to cancel the monthly service?
Yes, as stated in the “Terms of Service“, a fee of $54.95 will be billed at the time of cancellation. However, you will be entitled to a credit in the amount of the Disconnection Fee, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
8. How will my Phone.com service be billed?
Home Phone service is billed either Monthly or Annually. To view a sample bill, click here.
9. What is the difference between a virtual number and a second line?
A virtual number forwards to your primary Phone.com number. A second line allows for two numbers registered with your ATA device from which you can make and receive calls.
10. What are the “usage charges” stated on my invoice?
Usage charges refer to any overage of minutes used per month (if applicable), International calls made during the invoice dates, 411 call charges, etc.
11. Why was I not billed until after my second month of service?
When you sign up for an account, the payment you make will be your initial first month of service plus the set-up fee. We then bill at the end of the month for the time used rather than the beginning of the month. For example, your bill for January 1st will actually be for services used during December 1st-January 1st
