Global Fibernet Answers

GENERAL QUESTIONS

How can you offer such low rates?

Does Global FiberNet offer the same quality as I get today with my current carrier?

Are there significant quality differences between long distance companies?

Does Global FiberNet credit switching fees?

Is there a minimum usage fee?

Are taxes included in the $15 minimum or is it a minimum of $15 in actual long distance usage?

Are the rates good 24/7?

What is a billing increment?

Is it better to be billed in 6-second increments or 1 minute billing increments?

Does Global FiberNet bill in 6 second increments?

What does “NGN” mean on the International Rates page?

Q. How can you offer such low rates?

A. We arrange contracts with large carriers where we commit to provide them with a large number of minutes of usage. Since we buy in such bulk, our rates are deeply discounted. We do not have the high advertising costs of a major carrier, so we pass along the savings to our customers. It also allows us to spend our money to provide better service. We in turn are able to offer you these fantastic low rates!

Q. Does Global FiberNet offer the same quality as I get today with my current carrier?

A. Global FiberNet uses the networks of Tier 1 carriers with vast global fiber optic capacity. You should have the same or better quality than you get with your current carrier.

Q. Are there significant quality differences between long distance companies?

A. Yes and no. Ever since the telecommunications industry was deregulated and AT&T was broken up into "Baby Bells" in the 1980's, long distance has been a commodity. All long distance companies, including AT&T, Sprint and MCI WorldCom, use the same fiber optic networks to transport their calls. While some long distance companies claim that their service is of higher quality, there is actually very little difference between the carriers.

Q. Does Global FiberNet credit switching fees?

A.Yes. In order to receive this credit, please make a copy of your local phone bill with the switching fees on it and send it in with your payment. The amount of the switching fee will be credited to your account. Note: The maximum available credit is up to $6 per line for switching long distance service only, or up to $9 per line if you switch both long distance and your extended local calling service (local toll calling).

Q. Is there a minimum usage fee?

A.If you use the AutoPay Online Billing service, billed automatically to your credit card there will be no minimum usage fee or monthly fee of any kind whatsoever.

If you chose to receive a paper bill and your monthly bill is less than $15, you will be charged a bill preparation and mailing fee of $2.99.
Paper billing includes a charge of $2.99 unless your bill is a minimum of $15.

Q. Are taxes included in the $15 minimum or is it a minimum of $15 in actual long distance usage?

A. It is a minimum of $15 in actual long distance usage.

Q. Are the rates good 24/7?

A. Yes, with Global FiberNet you never have to wait until off-peak hours to get the lowest rates. ALL rates are good 24 hours per day, 7 days per week.

Q. What is a billing increment?

A. Billing increments are the blocks of time that the long distance company uses to bill you. Typically, long distance service is billed in 6 second or 1 minute (60-second) billing increments. If you are being billed in 1 minute increments, for example, and have a call that lasts for 1 minute and 3 seconds, you will be charged for 2 full minutes. If you are being billed in 6 second increments, you would only be charged for 1 minute and 6 seconds if the call actually lasted 1 minute and 3 seconds.

Q. Is it better to be billed in 6-second increments or 1 minute billing increments?

A. In all cases, a shorter billing interval will result in lower charges, so it's best to be billed in 6-second increments.

Q. Does Global FiberNet bill in 6 second increments?

A. Yes! Global FiberNet bills in 6 second increments, with an 18 second minimum on domestic calls, and a 30 second minimum on international calls. Calls to Mexico are billed in 1 minute increments.

Q. What does “NGN” mean on the International Rates page?

A. NGN stands for “Non-Geographic Number”. It applies to audiotext and other information services in the foreign country. These are the equivalent of 900 numbers in the United States. It is more expensive to place a call to this type of number.

QUESTIONS ABOUT RATES

What if I call a friend overseas on their cellular phone?

What does “NGN” mean on the International Rates page?

Is the state to state rate good for Hawaii and Alaska?

What is my rate for long distance calls within my own state?

What are the rates for international calls?

Are your rates good only at a certain time of day or on the weekends?

Q. What if I call a friend overseas on their cellular phone?

A. The charge per minute is the same as the country charge in the International Rate chart, UNLESS there is a separate rate given for that country with “Cellular” written next to it. Example: France (cellular). When there is a separate cellular rate given, that is the price you’ll pay for making a call to a cellular phone in that country.

Q. What does “NGN” mean on the International Rates page?

A. NGN stands for “Non-Geographic Number”. It applies to audiotext and other information services in the foreign country. These are the equivalent of 900 numbers in the United States. It is more expensive to place a call to this type of number.

Q. Is the state to state rate good for Hawaii and Alaska?

A. No, it is the rate for state-to-state calls within the continental U.S. To get the rates for Hawaii and Alaska for your area, look under “International”, which gives both the international and off-shore rates.

Q. What is my rate for long distance calls within my own state?

A.To find this information click on the yellow “In-State” folder tab and scroll down to the name of your state – the figure given there is the amount that you’ll be charged for in-state long distance calls. It could be lower or higher than your state to state rate.

Q. What are the rates for international calls?

A.To find this information click on the yellow “International” folder tab and scroll down to the name of the country you are interested in calling.

Q. Are your rates good only at a certain time of day or on the weekends?

A. No. The rates you see on our website are our rates 24 hours a day, 7 days a week!

BILLING QUESTIONS

What is a billing increment?

Is it better to be billed in 6-second increments or 1 minute billing increments?

Does Global FiberNet bill in 6 second increments?

Will my long distance bill be sent along with my local carrier bill or will it arrive separately?

Can I view my long distance bill on the Internet?

Can I pay my long distance bill on the Internet?

How will I receive my bill from Global FiberNet?

How will I get my bill if I choose credit card billing?

Will my bill only include the calls themselves, or are there going to be a lot of other taxes and fees?

Q. What is a billing increment?

A. Billing increments are the blocks of time that the long distance company uses to bill you. Typically, long distance service is billed in 1 minute (60-second) billing increments. If you are being billed in 1 minute increments, for example, and have a call that lasts for 1 minute and 3 seconds, you will be charged for 2 full minutes. If you are being billed in 6 second increments, you would only be charged for 1 minute and 6 seconds if the call actually lasted 1 minute and 3 seconds.

Q. Is it better to be billed in 6-second increments or 1 minute billing increments?

A. In all cases, a shorter billing interval will result in lower charges, so it's best to be billed in 6-second increments.

Q. Does Global FiberNet bill in 6 second increments?

A. Yes! Global FiberNet bills in 6 second increments, with an 18 second minimum on domestic calls, and a 30 second minimum on international calls. Calls to Mexico are billed in 1 minute increments.

Q. Will my long distance bill be sent along with my local carrier bill or will it arrive separately?

A. It will arrive as a separate bill in most cases.

Q. Can I view my long distance bill on the Internet?

A. Yes. You can view your account, see call detail records, etc. online. You will receive an e-mail each month notifying you that your online statement is ready for review, with a link to click through and instructions on how to log into the site.

Q. Can I pay my long distance bill on the Internet?

A. Yes. You will receive an e-mail each month with a link giving you access to your online statement. Once you access your online statement, you will have an option to pay your bill online.

Q. How will I receive my bill from Global FiberNet?

A. Billing is offered in two ways:

Option 1: AutoPay Online Billing service.

You will be able to view and download your bill online, and your bill will be automatically charged to your credit card each month. Your credit card information will be secure. You will not receive a paper bill by mail but you can print your online bill if you need to save a paper copy. You will receive an e-mail each month notifying you that your online statement is ready for review.

Option 2: Electronic Funds Transfer (Direct Bank Debit)

If you do not have a credit card or do not wish to autopay your bill via credit card, you may choose to have your bank directly debited via an electronic transaction.

Q. How will I get my bill if I choose credit card billing?

A. You’ll receive an e-mail notice informing you when the bill has been sent to your credit card company and giving you a link that takes you to the site where your bill can be viewed.

Q. Will my bill only include the calls themselves, or are there going to be a lot of other taxes and fees?

A. There are government-regulated taxes on all phone services, which are charged as a percentage of the phone usage (just like sales tax that you pay at a department store for goods you buy, or various taxes you pay at the gas station for gasoline). These taxes will be included in your bill.

TECHNICAL QUESTIONS

How will I know if I'm switched to Global FIberNet?

How long should provisioning take?

Who do we contact for provisioning issues?

What if I have a PIC freeze on my phone line?

What is Third Party Verification (TPV)?
(California and South Dakota residents only).

Does Global FiberNet offer Account Codes?

How many phone lines can I switch?

Can I switch cellular, pager or other types of special lines?

Do I have to do anything to disconnect from my old long distance carrier?

What about if I have a contract with my existing long distance carrier that carries a penalty for changing service?

Will anyone charge me for changing the service?

Q. How will I know if I'm switched to Global FIberNet?

A. Global FIberNet is one of the best provisioning companies of long distance service in the country. You will receive an email from Global FiberNet when you make your first call on our network as a thank you and verification that you are on our service. If any problems occur while your account is being provisioned, you will be quickly contacted by a Global FIberNet provisioning representative.

Q. How long should provisioning take?

A. Please allow 7-10 days for the switch-over to take effect. Do not change your long distance with your local phone company unless specifically instructed to do so.

Q. Who do we contact for provisioning issues?

A. After you sign up, you will receive an e-mail listing a toll free customer service phone number that will connect you to the appropriate customer service center for your geographic area of the country. You may call this number with provisioning or customer service questions. If you cannot find this phone number or did not get your e-mail, you may send an e-mail to customerservice@globalfibernet.com.

Q. What if I have a PIC freeze on my phone line?

A. It is important to note that if you have previously instituted a PIC freeze on your phone line, Global FiberNet will not be able to switch your long distance service. You must contact your local phone company to deactivate the PIC freeze so you can switch to our long distance service.

Q. What is Third Party Verification (TPV)?
(California and South Dakota residents only)

A. Because there have been many instances where people have gotten their long distance service switched without their permission (also known as being "slammed"), some states have implemented laws requiring verification of switching requests. If you are a resident of California or South Dakota, when you ask to switch your long distance service provider, we are required to have an independent third party verification (TPV) of this order. You will be called and asked to confirm that you do, indeed, want your long distance service switched.

Q. Does Global FiberNet offer Account Codes?

A. Yes. We offer both verified and nonverified Account Codes. Please use the contact information at the top of this screen to get more information.

Q. How many phone lines can I switch?

A. The Global FiberNet site allows you to switch a maximum of 6 phone lines for residential and 20 lines for business. If you have more than this to switch, please contact us via the phone numbers or e-mail address listed at the top of this screen. A representative will be happy to take care of your additional lines.

Q. Can I switch cellular, pager or other types of special lines?

A. Global FiberNet can switch any regular telephone line that qualifies for our discounted rates. We cannot switch mobile phones, pagers or other types of non-regular lines.

Q. Do I have to do anything to disconnect from my old long distance carrier?

A. In most cases, the answer is no. The only exception is if you have instituted a PIC freeze on your phone line with your local phone company. In this case, you must contact your local phone company to deactivate the PIC freeze so you can switch to our long distance service. If you run into any difficulty, please contact customer service at customerservice@globalfibernet.com or call the toll free number on the e-mail you received after sign up.

Q. What about if I have a contract with my existing long distance carrier that carries a penalty for changing service?

A. We do not cover any such penalties, so you’d have to look at your contract and analyze the cost of the penalty against the savings you’ll have on our service.

Q. Will anyone charge me for changing the service?

A. Your local phone carrier may charge you a service fee for the work of reprogramming their computer to show us as your long distance carrier. We will credit these fees to your account. In order to receive this credit, please make a copy of your local phone bill with the switching fees on it and send it in with your payment. The amount of the switching fee will be credited to your account. Note: The maximum available credit is up to $6 per line for switching long distance service only, or up to $9 per line if you switch both long distance and your extended local calling service (local toll calling).

TOLL-FREE QUESTIONS

What are the charges for toll free numbers?

What are the rates for toll free calls?

What are the rates for in state toll free calls?

Do you offer toll free service from Canada, Alaska, Hawaii and other offshore locations?

What are the rates for international and off-shore toll free calls?

What is the monthly fee for having a toll free number?

What is the payphone surcharge for toll free numbers?

Will my toll free number be listed with toll free Directory Assistance?

Can I switch my 800 or toll-free service to your company?

How about if I don’t have 800 service but I want to establish it with you?

Can I request a specific 800 number?

What is a personal toll free number?

Why would I need a toll free number?

How do I sign up for a toll free number?

Can I transfer an existing toll free number?

Where is the form to switch my toll-free service?

Can I transfer an existing toll free number and also get a new toll free number?

Does having a toll free number mean that I need another phone line?

What does it mean when someone says my toll free number is portable?

My company does not currently have a toll-free number. Can I get a new toll free number?

Can my company keep its current toll-free number after switching to a new long distance carrier?

Q. What are the charges for toll free numbers?

A. Unlike most other long distance companies, we do not charge a monthly fee for your toll free number. You pay only for the usage on your toll free service.

Q. What are the rates for toll free calls?

A. To find this information click on the yellow “Toll Free” folder tab and scroll down to see the toll free rates that apply to your toll-free service.

Q. What are the rates for in state toll free calls?

A. To find this information click on the yellow “Toll Free” folder tab and scroll down to the name of your state. That rate will apply to in state toll free calls.

Q. Do you offer toll free service from Canada, Alaska, Hawaii and other offshore locations?

A. Yes. We offer inbound toll free service from the following offshore and international locations:

Alaska
Anguilla
Antigua/Barbuda
Bahamas
Barbados
Bermuda
British Virgin Islands
Canada
Cayman Island
Dominica
Dominican Republic
Grenada
Guam
Hawaii
Jamaica
Mexico
Montserrat
Nevis
Puerto Rico
St. Kitts
St. Lucia
St. Vincent/Grenadines
Saipan
Trinidad & Tobago
Turks & Caicos
US Virgin Islands

In order to receive international and off-shore calls to your toll free number, you must activate "extended area coverage" for your toll free number. Please contact customer service at the number listed on your welcome e-mail and ask for “Extended Area Toll Free Coverage” to be activated for your toll free number.

Q. What are the rates for international and off-shore toll free calls?

A. To find out the rates for international and off-shore calls to your toll free number, please use the contact information at the top of your screen to contact a representative and they will be happy to provide you with this information. Alternatively, you may contact Global FiberNet customer service.

Q. What is the monthly fee for having a toll free number?

A. None. We offer toll free services at no extra charge – you just pay the applicable toll-free rate for any calls that come in to your toll free number.

Q. What is the payphone surcharge for toll free numbers?

A. There is an FCC mandated surcharge of 35¢ for any calls made to your toll free number from a payphone. This 35¢ fee is charged to compensate payphone owners for the use of their equipment.

Q. Will my toll free number be listed with toll free Directory Assistance?

A. Your toll free number will not be listed with any Directory Assistance service. If you do want your toll free number to be listed in Toll-Free Directory Assistance, there is an extra charge of $15.00 a month. If you want this service, there is a special form that needs to be filled out and you need to call customer service so we can arrange to get this to you and get it signed, etc. This fee is charged by the Toll-Free Directory Assistance organization and we pass it through to you if you do want that service. This would normally only be used for a business use of a toll free number.

Q. Can I switch my 800 or toll-free service to your company?

A. Yes, most certainly! You’ll need to fill out, sign and fax in a copy of the “Responsible Organization Change Authorization” form, which is legally required to change the carrier on toll free numbers. This form is available to you on our website, when you click on the box indicating that you want to have toll free service with us.

Q. How about if I don’t have 800 service but I want to establish it with you?

A. Just click in the box that indicates you want toll free service and indicate you want to establish a new toll free number. Then fill in the phone number you want the 800 number to ring on. (It will “piggy-back” onto an existing phone line).

Q. Can I request a specific 800 number?

A. Yes, there is a special form for this. However, it can be a lengthy process and there is no guarantee that you will get the number you prefer. If you want to try and reserve a specific toll free number, please call the number at the top of your screen or call customer service and we will send you the form. You can also e-mail customer service at customerservice@globalfibernet.com.

Q. What is a personal toll free number?

A. A personal toll free number (also referred to as an "800 number") is a service where the person receiving the call pays for the phone call, rather than the caller. While toll free numbers have been a popular way for businesses to keep in touch with their customers for a long time, they have also become very popular in recent years for residential customers. Currently, any phone number beginning with 800, 888, 877, 866 or 855 is a toll free number.

Q. Why would I need a toll free number?

A. While you don't necessarily need a toll free number, it can be a good thing to have when you've got friends or family members who need to call your home. Toll free numbers are especially useful for college students or older family members on fixed incomes who need to be in touch with you. Toll free numbers are significantly cheaper than calling cards or collect calls.

Q. How do I sign up for a toll free number?

A. To sign up for a toll free number through the Global FiberNet website, simply check the “Toll Free Service” box under Step Two of the sign up form. A new box will appear giving you the option to transfer your existing toll free service or get a new toll free number.

Q. Can I transfer an existing toll free number?

A. Yes. When the toll free service box appears (as explained in the answer above) you will have an option to transfer an existing toll free number. Click for the application form to transfer an existing number. You must print out and manually fill in the transfer form, then fax it in to the number listed on the form. Due to Federal regulations, we require a written signature for the toll free number transfer. This cannot be done online.

Q. Where is the form to switch my toll-free service?

A. You can obtain a copy of this form here.

Q. Can I transfer an existing toll free number and also get a new toll free number?

A. Yes. You may choose to get a new toll free number and also transfer over existing number(s).

Q. Does having a toll free number mean that I need another phone line?

A. No, you do not need to have an extra phone line to use a toll free number. Your toll free number will “piggy back” onto an existing phone line. Most people have their toll free number ring to the main line at their home or business.

Q. What does it mean when someone says my toll free number is portable?

A. When someone says your toll free number is portable, this means that you can switch long distance companies and plans without having to get a different toll free number. You can keep your existing toll free number when you switch services.

Q. My company does not currently have a toll-free number. Can I get a new toll free number?

A. Yes. To sign up for a toll free number through the Global FiberNet website, simply check the “Toll Free Service” box under Step Two of the sign up form. A new box will appear giving you the option to get a new toll free number.

Q. Can my company keep its current toll-free number after switching to a new long distance carrier?

A. Yes, toll-free numbers are portable. This means that your company may change long distance companies without having to obtain a new toll-free number.

CALLING CARD QUESTIONS

What is a calling card?

Does Global FiberNet offer calling cards? What are the rates?

Is there a charge for calling cards?

How is my calling card billed?

Can I use my calling cards to place calls from Europe or other locations outside of the United States?

Can I use my calling card to place international calls?

How do I sign up for a calling card?

Are the rates on my calling card the same as my regular rates?

Is my calling card subject to any per call surcharges, maintenance fees or connection charges?

How safe is it to use my calling card?

Q. What is a calling card?

A. A calling card is similar to a credit card but is issued through a long distance company to allow you to make calls from virtually any phone, including payphones. You first dial a toll-free number and then enter your secret PIN. After that, you enter the phone number you wish to call. The calls will be billed to your regular long distance account and you do not need any cash or coins to make calls.

Q. Does Global FiberNet offer calling cards? What are the rates?

A. Yes, we offer calling cards. The rate is 12.9¢ per minute for calls made within the continental United States. Global FiberNet does not charge any connection charge. International rates are generally slightly more expensive using a calling card vs. dialing direct. You may contact customer service to get exact international rates for your calling card. There is also an FCC mandated surcharge of 35 cents for any calls made to your toll free number from a payphone. This 35¢ fee is charged to compensate payphone owners for the use of their equipment.

Q. Is there a charge for calling cards?

A. Calling cards are provided free. There are no set up fees, maintenance fees or connection charges. You pay only for the minutes you use and any applicable FCC mandated payphone surcharges.

Q. How is my calling card billed?

A. Calls made with a calling card will be itemized on your regular monthly bill.

Q. Can I use my calling cards to place calls from Europe or other locations outside of the United States?

A. No. Although you can make international calls using your calling cards while in the U.S., you can’t use your calling card outside of the United States to place calls (whether those calls are directed back into the United States or not).

Q. Can I use my calling card to place international calls?

A. Yes. To prevent fraud, all calling cards are initially blocked for international calls. After you receive your card, you may contact customer service to have your card unblocked for international calling.

Q. How do I sign up for a calling card?

A. To sign up for a calling card, just click in the box that indicates you want calling card service and indicate how many cards you want, with the applicable names for each card

Q. Are the rates on my calling card the same as my regular rates?

A. No. The rate is 12.9¢ per minute for calls made within the continental United States. Global FiberNet does not charge any connection charge. International rates are generally slightly more expensive using a calling card vs. dialing direct. You may contact customer service to get exact international rates for your calling card. There is also an FCC mandated surcharge of 35 cents for any calls made to your toll free number from a payphone. This 35¢ fee is charged to compensate payphone owners for the use of their equipment.

Q. Is my calling card subject to any per call surcharges, maintenance fees or connection charges?

A. No. Global FiberNet does not charge any surcharges, maintenance fees or connection charges. You pay only for the minutes you use and any applicable FCC mandated payphone surcharges

Q. How safe is it to use my calling card?

A. Calling cards are generally safe to use. To avoid fraud, a secret PIN number is assigned to the card. You must dial your secret PIN code before you input the phone number you want to call. Our fraud control department may automatically block your calling card without notifying you if fraudulent use is suspected. If you are unable to use your calling card because your card has been blocked, please contact customer service to have your card unblocked.

OTHER SERVICES

Does Global Fibernet offer dedicated access T-1 service?

Does Global Fibernet offer data service and private lines?

Q. Does Global Fibernet offer dedicated access T-1 service?

A. Yes! We have very competitive pricing on Dedicated Access service from T-1/DS-1 through DS-3 and all the up to OC-48. Please contact us via the phone numbers or e-mail address listed at the top of this screen and a representative will be happy to give you a customized quote.

Q. Does Global Fibernet offer data service and private lines?

A. Yes! We offer a complete range of data services including very competitive pricing on IP, internet access, frame relay, VPN’s, dedicated internet access, private lines, etc. Please contact us via the phone numbers or e-mail address listed at the top of this screen and a representative will be happy to give you a customized quote.