CONSUMER BULLETIN No. 01-1 Prepared by:  Maine Public Utilities Commission, Consumer Assistance Division

 

242 State Street, 18 State House Station, Augusta, ME  04333-0018

Contact:  Derek D. Davidson, (207) 287-1596 or derek.d.davidson@maine.gov

 

Taking the Mystery out of Changing
Your Long Distance Telephone Service

April 27, 2001

 

With the development of competition in the telecommunications industry, consumers can choose the company that provides their in-state, as well as interstate, long distance service.  The Maine Public Utilities Commission wants to help consumers better understand the steps involved in changing their long distance carriers.

 

Your local telephone company automatically routes your long distance calls to the carrier of your choice.  That carrier is referred to as your Primary (or Preferred) Interexchange Carrier (PIC).  In Maine, you can specify the same or different carriers for your in-state long distance service (often referred to as “local toll calling”), as well as your interstate long distance service (often referred to as “long distance calling”).  The following explains the steps involved in changing your in-state and interstate PIC.

 

First, you should contact your new carrier to sign up for long distance service and select a rate plan.  Be sure to specify what service you want changed—your in-state long distance service, your interstate long distance service, or both.  (It is important to initiate an order with your new carrier prior to stopping your old service.  If you don’t, you could be without a PIC, resulting in calls being charged at higher rates than expected.)  In Maine, long distance companies may not switch your service without your specific authorization, and verification of that authorization.  This is usually accomplished either by use of an independent verifier by phone, or by having you sign an agreement with the company.

 

Once your request has been verified, your new long distance carrier should tell you their procedure for successfully switching your service.  Some carriers will give you a PIC code to give your local phone company.  Others will handle the switch for you and directly communicate the new PIC code to your local phone company.  In either case, your service will not be changed until your local phone company reprograms its switch to re-route your calls to the new carrier using the new carrier's PIC code.

 

Processing time for changing long distance carriers is 1 to 10 business days depending on a number of factors.  These include the amount of time it takes your new carrier to create an account and the amount of time it takes your local phone company to change your account.  If it has been more than 10 business days since you requested a change and the change has not occurred, you should contact your new company.

 

You should test your telephone line to determine if the switch occurred by dialing 700‑4141 (for in-state long distance) and 700/555‑4141 (for interstate long distance).  A recorded message will inform you which company is carrying your calls.  Sometimes this name will not be the company you think you are doing business with.  Many long distance resellers actually route your calls over larger carriers' networks.  It is not uncommon for many of the heavily discounted rate plans to be resellers that use the lines of a larger carrier.  If you hear a company name that is not the one you signed up for, contact your new company to see if the test number has produced the correct result.  Some resellers may provide you an alternate test number to fully verify the service.  It is also a good idea to periodically verify that the long-distance carrier of your choice is actually serving you.

 

One common cause for delays in changing carriers is a PIC freeze.  If you have asked your local phone company not to switch your long distance carrier without your permission, it is impossible for the change to go through without adjusting that status.  Each long distance company handles this differently.  Some ask you to remove the PIC freeze from your line.  Others ask you to teleconference with them and your local phone company to lift the freeze.  Others give you a PIC code and ask you to notify your local phone company to switch to the new code.  Check with your new carrier regarding its procedure for changing carriers when a PIC is frozen.

 

After you have verified that your service is successfully switched and working to your satisfaction, it is a good idea to contact your old carrier to cancel your account.  Although this should happen automatically, it is best to make sure the account is closed to avoid any additional monthly fees, minimum payments, etc.  Do not cancel your old service until you have verified that your new service is working to your satisfaction.  If you cancel prior to verifying your new service, you may pay higher rates for your calls.

 

Most local phone companies charge you a fee of about $5-$10 to change your long distance provider.  The fee covers the cost of entering your information into their computer system.  Some long distance carriers will refund this switching fee; others do not.  Some also offer a guarantee that if you ever choose to switch away from their long distance service they will pay for the change.

 

Once your new service is in place, you may want to call your local telephone company and request a PIC freeze on your line.  This prevents unauthorized changing of your service by another carrier, a practice referred to as "slamming."  Although slamming is illegal, it does occur.  If you are slammed, you should contact the Maine PUC at 800/452-4699 to file a complaint.

 

We hope this information will help you make a “hassle free” change in your long distance telephone carrier.  Consumers with questions about this issue can contact the Maine PUC’s Consumer Assistance staff either by phone (800/452-4699 or TTY Relay 800/437-1220), e-mail (mailto:maine.puc@state.me.us), or facsimile (207/287-1039), or visit the Maine PUC website at www.janus.state.me.us/mpuc/.

 

For rate comparisons of the major long distance companies offering service in Maine, please consult the Ratewatcher Phone Guide available from the Maine Public Advocate Office.  You may contact them by telephone at 207/287-2445 or visit their website at www.janus.state.me.us/meopa .  Another useful website for telephone customers is www.abelltolls.com.