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| DISTRIBUTORS |
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Distributor FAQ |
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| CALLING CARDS How do I activate my phone? How do I request a credit on a Customer’s account? How do I report a network or system related problem? What do I do when I receive a message that the PIN is invalid? Why would I receive a message that the 800 access number is not going through? What do I do when I receive a message, “Due to network difficulty your call cannot be completed”? Where can I find rates? How do I activate or deactivate a card? What other fees apply to this card? How can I get the access number for this card? WIRELESS SERVICES How do my Customers reach Customer Care? When adding airtime, how do I determine the customer’s PIN number? When adding airtime and the system prompts me to enter the 800 or 888 number found on the back of the card, what do I enter? How do I change a customer’s mobile number? How do I process an Electronic Serial Number (ESN) change? How do I reset voicemail? How do I reset the PIN code for a phone? Why does my wireless handset show roaming, even though I am in the home area? How can I find out the usage on this phone since the last airtime card was added? How do I disconnect a mobile phone? How do I find out the status on a request I faxed in? |
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CALLING CARDS |
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| Q. How do I activate my phone? | ||
A. For general
inquiries: |
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| Q. How do I request a credit on a Customer’s account? | ||
| A. For
calls placed within the past 24 hours, contact the Customer Care
Dealer Hotline and provide the PIN number you want credited. You will need to provide the destination number dialed, approximate time the call was placed, and reason for the credit to be issued. For a complete explanation of credit guidelines, contact Customer Care. |
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| Q. How do I report a network or system related problem? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the PIN number
that is experiencing problems. You will be asked to provide detailed information about the nature of the problem (busy signal, static, cutoff, etc.) destination dialed and approximate time of day the call was placed. Customer Care will troubleshoot and investigate the problem further, if necessary. |
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| Q. What do I do when I receive a message that the PIN is invalid? | ||
| A. Check
to see if the card was being used from a pay phone. Calling card
use is restricted from some payphones. Try the call again from a regular landline phone or from a different payphone. Calling cards expire six months after first use or recharge. If the card has expired, a new card will need to be purchased by the Customer. If the card is not being used at a pay phone and has not expired, contact the Customer Service Dealer Hotline to perform additional troubleshooting. Customer Care will investigate further, if needed. |
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| Q. Why would I receive a message that the 800 access number is not going through? | ||
| A. Please
make sure that the call is being placed from a touchtone phone.
Our system will not recognize pulse-dialing phones. If the call is being placed from a touch-tone phone, contact the Customer Care Dealer Hotline to perform additional troubleshooting. Please provide the PIN and corresponding 800 access number that is not working. Customer Care will investigate further, if neede |
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| Q. What
do I do when I receive a message, “Due to network difficulty
your call cannot be completed”? |
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| A. Contact
the Customer Care Dealer Hotline and provide the PIN number
and destination number that is having problems. Customer Care will troubleshoot the problem, and investigate further, if necessary. |
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| Q. Where can I find rates? | ||
| A. If
you are looking for rates on an existing card, contact the Customer Care Dealer Hotline and provide the card type and destination to be called. If you are looking for rates to a particular destination and wish to know which card best fits your needs, try our Rate Finder located on our website at www.shoplocus.com. |
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| Q. How do I activate or deactivate a card? | ||
| A. Contact
our calling card Sales Department at 1-800-628-7030 and
provide the PIN numbers to be activated or deactivated. If you are not calling during regular business hours (Monday through Friday 9:00 am to 6:00 pm Eastern Time) contact the Customer Service Dealer Hotline. |
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| Q. What other fees apply to this card? | ||
| A. Contact
the Customer Care Dealer Hotline and provide either a PIN number or card type. You will be provided with any charges associated with a particular card. |
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| Q. How can I get the access number for this card? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the PIN number
or card type, language requirement, and whether a toll free or local access number is desired. If local access is desired, please provide the location the customer is calling from. |
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WIRELESS SERVICES |
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| Q. How do my Customers reach Customer Care? | ||
A. For
General Inquiries: • Fax: 1-877-205-9700 |
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| Q. When adding airtime, how do I determine the customer’s PIN number? | ||
| A. The
PIN is a confidential number that can only be obtained by contacting Customer Care. |
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| Q. When
adding airtime and the system prompts me to enter the 800 or 888
number found on the back of the card, what do I enter? |
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A. The number you need to enter when the system asks you for the
800 or 888 number is |
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| Q. How do I change a customer’s mobile number? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the State and City
for which you would like a number. Note: If the phone is currently active, unused airtime minutes cannot be transferred to the new number |
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| Q. How do I process an Electronic Serial Number (ESN) change? | ||
| A. In
order to change an ESN, you will need to complete an ESN change
form. Forms can be obtained by calling the Customer Care Dealer Hotline. Complete the form, then fax it back to our toll free number, 1-877-205-9700. Requests will be completed in 48 hours. If you do not have access to a fax machine, Customer Care will take the required information over the phone. Click here to download a copy of the ESN Change form. |
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| Q. How do I reset voicemail? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the mobile number
and ESN, which will require its voice mail to be reset. Once reset, all previously stored messages will be deleted. |
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| Q. How do I reset the PIN code for a phone? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the mobile number
and the ESN. The PIN code should remain confidential. |
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| Q. Why does my wireless handset show roaming, even though I am in the home area? | ||
| A. If
this is a newly activated handset, ensure that enough time has
been allowed for the system to activate the phone. Check to see that airtime minutes were loaded on the handset. If both have been completed, press Send+end+clear to register the handset with the network. Allow 20 minutes for registration. If the problem persists, contact the Customer Care Dealer Hotline for additional assistance. Please have the mobile number and ESN ready when you call. |
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| Q. How can I find out the usage on this phone since the last airtime card was added? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the mobile number
and ESN that you want to see call detail for. If you need a copy to be faxed or mailed to you, approval from your Sales Representative is required. |
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| Q. How do I disconnect a mobile phone? | ||
| A. Contact
the Customer Care Dealer Hotline and provide the mobile number
and ESN you wish to disconnect. Requests will be processed 30 days from the request date. The phone should not be used within the 30 days after the disconnect request. If it is, the order will not be processed and the phone will be returned to active status. |
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| Q. How do I find out the status on a request I faxed in? | ||
| A. Activations
take 30 minutes to process and several hours to go through the
wireless switches. ESN changes require 48 hours. Disconnect requests require 30 days. Mobile number changes require two hours. For all other requests, or if the timeframe listed here has been exceeded, contact the Customer Care Dealer Hotline. Note: The timeframes quoted are per mobile number. |
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Copyright © 2006
Locus Telecommunications, Inc. |