Most of the FAQs deal with callback service. If you’re having problems, or can’t find an answer here, Contact Us. We’re always glad to help!
- I don't get my callback ...
- I get the callback, but I can't connect with my destination number.
- Can I use Callback with a fax or a cellular phone?
- How do you figure your charges?
- What's my "available balance"?
- What about taxes?
- Mailed statements ...
- What payment options do I have?
- I've seen other companies that offer callback service for 19¢ or 20¢ a minute. What makes you different?
- What about calling cards that advertise discount rates on international calls?
- User Tips ...
I don't get my callback ...
First, check your access number. And make sure that you’re dialing it correctly – dial it as you would any other number in the U.S. or Canada. If you have it set up on a speed dial button, dial it manually, to eliminate a programming error or instrument malfunction as a potential source of the problem.
Second, as soon as you hear the first ring, hang up. The call ‘times out’ after the first ring, and is intentionally designed not to call you back if you remain on the line. (This reduces or eliminates ‘phantom calls’ – false callbacks, usually triggered by telemarketing companies, or accidental misdials.)
If after 2 or 3 attempts you do not receive you callback (allow a minute or so between attempts), let us know. Occasionally we can experience local congestion that does not allow the call to return. But if the problem persists, there may be something wrong with your access number or account.
I get the callback, but I can't connect with my destination number.
This is the most common problem we encounter. Either one of three things is happening:
- Your phone is in ‘Pulse’ mode. Our system only responds to touch tones. Make sure that the “T-P” switch on your phone is set to “T”.
- You’re dialing your destination number incorrectly. See Callback Dialing Instructions for more information.
- The number that you’re dialing is incorrect.
And if for some reason you still can’t connect, Contact Us – though it’s rare, on occasion we can run into connection problems that defy a simple solution.
Can I use Callback with a fax or a cellular phone?
Access.Net callback works with any phone. With a fax, leave the machine in “Tel” mode - when the callback returns, simply answer, dial as you normally would, and then press “Start” when you hear the receiving party’s fax. Cellulars … just allow a few more seconds for the callback.
How do you figure your charges?
Access.Net is unique in that we always charge a flat, per-minute rate, and only for actual talk time – there are no other charges. None. We bill most services in 6-second increments, with a 60 second minimum.
There is never a charge for no-answers, line busys, or any uncompleted call.
(Because rates vary from state to state, and province to province, and are charged by the call rather than by the minute, US and Canadian Directory Assistance is billed in 6 second increments, 120 second minimum.)
What's my "available balance"?
Our system is set up so that your cash balance or credit limit balance distributes evenly across each of your access numbers every time our switch updates (every 30 minutes), so that you never run out of funds on one access number while still having a balance available on another.
What that means too is that if you're a cash deposit client and check your balance by triggering a callback and pressing #5, you will hear only the proportionate balance available on that access number. For example - if you have two callback numbers and an Access 800 TravelCard™ (that's a total of 3 access numbers), and an account balance of $90, when you call in on any one of the three access numbers, you will hear only 1/3 of the total account balance - $30. If you make a call and the balance drops to $87, 30 minutes later you will hear your balance as $29. And so forth.
If you pay by credit card, the same distribution method applies. But instead of an actual cash balance, we set up your account with a credit limit based on your anticipated monthly usage, and that then becomes your account balance. (You'll see this on the web.) This is not a charge to your credit card, but rather an internal accounting entry that allows you to use 'our' money until the 1st of the month - when we process the prior month's call charges and then re-establish your full credit limit.
If ever you need an increase in your credit limit, just let us know.
What about taxes?
Simple answer: there are none.
Mailed statements
Throughout the years, Access.Net has maintained a service and cost structure free from any "hidden charges" or usage fees. Anything other than the actual time used. And we've prided ourselves in that singular distinction.
But increases in international postal rates have made mailed statements literally cost-prohibitive - as much as $2.00 for a first-class letter - without some manner of defraying the associated expense. Rather than raising our rates to accommodate the increased costs, and because we offer every customer with internet capability free, instant access to his or her account information on-line, we charge a nominal $0.85 fee for mailed statements, for those customers who wish to receive them in that manner.
If you do not have an Access.Net user name and password, just Contact Us and let us know your name and account number, and we'll e-mail you your login information the next business day. If you prefer to continue to receive your statement via mail, you will see this "Statement Mailing Fee" appear routinely on your copy. (If you have no usage, no statement is sent.)
If ever you need a copy of a statement, just let us or your Access.Net representative know. We'll be happy to e-mail or fax it to you.
What payment options do I have?
- Credit card: Visa, American Express, Master Card (sorry, no debit cards)
- Cash deposit: Banamex in Mexico - Bank of America in the United States. Remember - always call or e-mail either us or your local representative with the date of your deposit, dollar amount, and branch location to insure proper credit to your account
- Prepayment by check
- Checkfax: fax your check to your local representative - we'll take care of the rest
- Wire transfer
- Open account (larger commercial accounts)
Contact Us, or your local Access.Net representative for more information about the payment method most convenient for you.
I’ve seen other companies that offer callback service for 19¢ or 20¢ a minute. What makes you different?
Recent developments in telephony and the internet have given way to low-cost computer-to-computer calling, known as Voice over the Internet Protocol (VOIP). Yet phone-to-phone integration of VOIP leaves much to be desired for voice transmission, and is completely unsuitable for fax or data. If you’ve used some of these providers in past, you’ll know what it sounds like – muffled, grainy voices, static, blanks in the conversation, frequently dropped calls.
Access.Net’s management, and our providers and carriers continually monitor this development and other internet-related telecommunications innovations with the intent to offer these services and their cost savings as they become commercially viable, and as they are able to meet our high standards for fiber-optic call quality. But unlike some ‘pioneers’ - marketing discounted callback services supported by VOIP or satellite - we believe that our first obligation to our clients is to provide an excellent product, at a significant savings. Not a mediocre one that’s cheap. We hope you agree.
What about calling cards that advertise discount rates on international calls?
As the saying goes, “There ain’t no free lunch.” … read the fine print.
Most discount calling cards, advertising international rates of as little as 5¢ - 10¢ per minute, combine VOIP with a per-call surcharge, usually about $2.00 per call. If you routinely make 2 and 3-hour long calls, and don’t mind the typically mediocre call quality, there may be some benefit to you. But if you want a dependable service, one that promises no hidden fees and excellent connections, that’s our business.
User tips …
Once you’re familiar with the various prompts, you may dial through them as soon as you hear them.
If you have a phone that will allow you to store frequently-dialed numbers, it’s a good idea to save your callback number on one of the speed-dial buttons. That way, you simply press one button, hang up, and then dial your destination number when the callback returns.
After dialing your destination number, press the “#” key – that indicates to our switch that you’ve finished dialing, and immediately releases the call.
Depending on the country you’re calling from, it can take a few seconds for the line to disconnect after you hang up. What occurs is that the call disconnects on our end and the billing stops immediately. But it may take your local provider as much as 10-15 seconds to recognize our disconnect signal and return a dial tone to your line. You can always key an immediate disconnect, simply by pressing "# #".
