VTX Frequently Asked Questions

Frequently Asked Questions

If you have any questions about VTX Telecom, please look through the list of frequently asked questions below. If you have any additional questions or concerns, please e-mail us at support@vtxtelecom.com and we will answer your question as soon as possible, or you can call our customer service hotline 1-888-447-9020 to speak to our representatives.

Products/Services
Contact Us

Switching Long Distance Service
to VTX

Bills, Payment
and Tax Refund

VTX Telecom
Rates

Troubleshoot

VTX Post-Paid
Calling Card

The Questions
About VTX Telecom Products and Services, and How to Contact Us
1.	What does VTX stand for?
2.	What kind of service do you provide?
3.	What do you have that's better than the other telecom carriers in the market?
4.	Moving?
5.	Can I get Local Service from VTX Telecom?
6.	How do I contact VTX Telecom?
7.	How do I verify that VTX Telecom is my long distance provider?
8.	What are local toll, intrastate, interstate, and international calls?
9.	What is my local calling area?
10.	What kind of call quality can I expect from your service?
11.	Since VTX is related to Dynasky, do you use the same line for both phone card and VTX?
12.	Is this service available in Taiwan and Hong Kong? Like the Roaming calling card?
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About Switching to VTX Telecom
13.	I currently have another long distance service carrier; will I be able to use your service? Do I have to do anything?
14.	How can I join your long distance service?
15.	How many phone lines can I switch at once?
16.	Can I set up your service on my company's phone lines?
17.	Will switching to VTX Telecom affect my local telecom service?
18.	What if I choose not to have local toll call from you?
19.	What do you do with my personal information?
20.	What is the verification process?
21.	How long does it take for the switching process to be completed?
22.	If I have more than one line to switch, do you only need the primary number?
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About Bills, Payment and Federal Excise Tax Refund>
23.	What is Universal Service Fund (USF)?
24.	What if there is a call on my bill that I don't recognize?
25.	If I request a credit, when will it appear on my bill?
26.	How do you charge taxes?
27.	How do I pay for the service?
28.	What information will be shown on my monthly statement?
29.	If I am going to use a pre-paid calling card, will I be charged by your service?
30.	What kind of payment method do you accept?
31.	When should I pay my bill?
32.	What happens if I do not pay my bill on time?
33.	How are late charges calculated?
34.	When do I expect to receive my statement every month?
35.	What is the federal excise tax refund?
36.	How do I claim the refund?
37.	How much is the refund?
38.	Are copies of old telephone bills still available?
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About VTX Telecom Rates
39.	How do I find out the per minute rate to call a certain destination?
40.	Will the rates ever change?
41.	How is the usage calculated?
42.	Is there going to be any other charges I should be aware of?
43.	Why is local toll rate higher than inter-state rate?
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Trouble Shoot Problems in making a long distance call
44.	Unable to make long distance calls?
45.	An international call is not connecting
46.	I have problem hearing the other party on an international call
47.	My calls are not going through
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VTX Post-Paid Calling Card
48.	What are the benefits of a VTX Calling Card?
49.	What is the cost of a VTX Calling Card?
50.	How can I get a VTX Calling Card?
51.	How does VTX charge me when I use my VTX Calling Card?
52.	How do I use it?
53.	What if I need to use VTX Calling Card from a hotel room?
54.	What if I lost my VTX Calling Card?
55.	How do I know which calls are generated by my VTX Calling Card?
56.	Is there an expiration date to my VTX Calling Card?
57.	Is there a usage limit to VTX Calling Card?
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The Answer
About VTX Telecom Products and Services, and How to Contact Us

1.		What does VTX stand for? VTX is Vertex in short. Vertex means the highest point; the apex or summit: the vertex of a mountain .
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2.		What kind of service do you provide? Quality and very affordable switched long distance services for residential and small businesses Small-medium enterprise solutions, including voice/data T1, MPLS IP VPN, VoIP, network security and IT Outsourcing. Our most competitive advantage is North America to Asia Network
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3.		What do you have that's better than the other telecom carriers in the market? Just like any other major carriers, AT&T, SBC, MCI, or Verizon, we have our own network that provides reliable services. But our prices are 30-40% more affordable compared to them. Our customer service never sleeps, customers can reach us 24/7
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4.		Moving? Whether you're an existing customer, or a new customer, we'll set up VTX Long Distance phone services in your new home. Our specialists are ready to help you 24/7, so you can choose the calling plan and options that best fit your needs. Just have the following information ready and call 1-888-418-8948: Your billing name, current address, and phone number. Your new street address and zip code. Your required service start date. Or simply fill out the simple request online
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5.		Can I get Local Service from VTX Telecom? We currently only offer Local Service to Enterprises with Voice Local Dedicated T1. VTX does not offer Local Service for Residents or analog phone lines.
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6.		How do I contact VTX Telecom? General Inquiries and signing up new services: 1-888-946-4889. Customer Service and Billing questions: 1-888-418-8948. Business Solutions Inquiry: 1-888-889-5109 Business Solutions Technical Support: 1-888-447-9020
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7.		How do I verify that VTX Telecom is my long distance provider? Call 1-700-555-1998 toll-free from your home phone. If you hear a message identifying VTX Telecom, then you are long distance service is with us. If you hear an error message, then your service is with someone else.
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8.		What are local toll, intrastate, interstate, and international calls? Local toll are calls within the city but beyond your local calling area. To find out about your local calling area, please contact your local service provider or check your local phone directory. Intrastate is call that originated and terminated within the same state but different city. Interstate are calls between states. International is call outside the fifty states of USA. Canada is international even though the dial code is 1.
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9.		What is my local calling area? The coverage is determined by your local phone company. It varies with carriers as well as states.
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10.		What kind of call quality can I expect from your service? Our quality is the same as all tier one carriers in the country today. Our fiber-optic global telecom network provides you the very highest quality of voice for every call you make. We have been in the telecom business for over ten years. We had been the provider of international long distance services for major carriers in the country for years.
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11.		Since VTX is related to Dynasky, do you use the same line for both phone card and VTX? No, VTX provides a more reliable service with better quality and more supporting lines. Therefore the price of VTX's service is higher than regular pre-paid calling cards. (We use different names because we do not wish customers to have the impression of VTX is the same as Dynasky.)
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12.		Is this service available in Taiwan and Hong Kong? Like the Roaming calling card? No, this is only available in Continental USA (48 states) Currently not available in Alaska and Hawaii However, VTX Postpaid Calling Card is free to get after you have completed the switching process and has roaming services available in Canada, Taiwan and Hong Kong
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About Switching to VTX Telecom

13.		I currently have another long distance service carrier; will I be able to use your service? Do I have to do anything? To use our service, we will submit request to change your long distance carrier. You do not have to notify your existing carrier, we will do that for you. We will help you take care of everything involved in switching to us as long distance carrier, just call 1-888-447-9020.
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14.		How can I join your long distance service? We can help you sign up for service over the telephone right now. We just need five minute to take your information on the telephone. It will take two to three days for your local phone company to make the change then you will be able to use our service. There will be no interruptions to your existing long distance service. If you like, we can also fax you an application and you can fax back with signature.
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15.		How many phone lines can I switch at once? As many as you have We may request your previous phone bill as credit reference for large line order size.
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16.		Can I set up your service on my company's phone lines? Yes. You may switch your business phone lines as well.
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17.		Will switching to VTX affect my local telecom service? No. This does not affect your local phone service. With your fixed line telephone services, you have a local phone carrier and a long distance carrier. They can be the same or different and the choice is up to you. When you change long distance carriers, your local services are unaffected.
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18.		What if I choose not to have local toll call from you? You do not have to include your local toll service in your VTX plan. Your local carrier will take over this part of service.
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19.		What do you do with my personal information? Your personal information is stored in secure operating environments that are not available to the public. Your personal information will not be shared or sold to any third party.
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20.		What is the verification process? To prevent unlawful switching of one's long distance service provider without consent, many state regulation require that the long distance service provider to have the customer answer a few questions under a third party voice recording system when the service is requested over the telephone. The customer's voice recorded will be used as an authorization when sign up on phone, where the signature is not available. If you do not wish to go through third party verification, allow us to set up account in 36 hours and then actively switch to carrier code 1010444 through your local service provider.
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21.		How long does it take for the switching process to be completed? The whole switching process will take about two to five business days. After you finished the application process, we will provide you with a test number. You may try to call this number after two days; this number only connects after the switching is completed. After 36 hours, you may speed up the process by actively requesting your local phone company to switch to 1010444 (VTX Telecom's PIC Code).
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22.		If I have more than one line to switch, do you only need the primary number? Please provide us all the numbers you wish to switch. Your main number is used for reference purpose.
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About Bills,Payment and Federal Excise Tax Refund
23.		What is Universal Service Fund (USF)? The Federal Communications Commission (FCC) requires VTX Telecom and all long distance carriers to pay into the Universal Service Fund (USF), which helps provide affordable telephone service and gives schools, libraries, and rural healthcare providers access to the Internet. This cost is shared among all carriers' customers in giving back to the community.
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24.		What if there is a call on my bill that I don't recognize? Once you have verified the call with those who make calls on the number and still do not recognize the call, please contact customer service for assistance.
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25.		If I request a credit, when will it appear on my bill? An approved credit will appear on your bill within two billing cycles.
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26.		How do you charge taxes? Federal excise tax is charged approximately 3% of the total bill. Other charges vary state by state and differ locality by locality. However, while other providers may group under charges to generic "Federal", "State", and "Local" taxes, we break down these specific charges applicable and itemize them in detail.
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27.		How do I pay for the service? The statement will indicate the amount to be paid, including tax, basic monthly fee and your usage. We accept checks and money order. Credit card and cash are not accepted at this time. You can use your bank's bill-pay service so as long as they send to our address with your account number.
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28.		What information will be shown on my monthly statement? Each monthly statement will provide you your complete long distance call record for that particular month; including destination number, connection length and connection time and date. We also outline the fees and charges. We will help you take care of everything involved in switching to us as long distance carrier, just call 1-888-447-9020.
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29.		If I am going to use a pre-paid calling card, will I be charged by your service? As long as you enter the access number correctly, all calls place by your phone card will not go through our system and you will not be charged. However, if your calling card provides local access number, please check the number with your local phone service provider first. You will be charged if you are calling to an access number outside of your local calling area.
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30.		What kind of payment method do you accept? Currently we only accept check and money order. Check and money order is payable to VTX Telecom. PO BOX 526027, Sacramento, CA 95852-6027 Do not send cash. We do not have credit card billing at this time.
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31.		When should I pay my bill? To avoid late payment fees, pay your bill by the Payment Date that appears on page 1 of your statement. Please mail your payment early so it reaches our office before the payment date. If you have a Balance Forward from the previous month, you should pay this amount immediately.
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32.		What happens if I do not pay my bill on time? Late payment and collection notices will be sent via U.S. Mail. Late payment charges may apply.
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33.		How are late charges calculated? Late charges are calculated on a state-specific basis. Each state's public utilities commission approves the late payment charge percentage, which is assessed on charges that remain unpaid beyond the "Late Payment Charge Due Date" located on your bill. It is approximately 1.5% of your balance.
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34.		When do I expect to receive my statement every month? We will send you your monthly statement the week of the day your long distance service was switched to VTX Telecom.
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35.		What is the federal excise tax refund? It is a one-time refund of Federal Excise Tax (FET) that was paid on nontaxable communications services billed to you from March 1, 2003 through July 31, 2006. The refund is the result of a change in the government’s position regarding the taxability of certain telephone services, including long-distance telephone service, all-distance calling plans, Voice over Internet Protocol (VoIP) and wireless service plans. However, the FET still applies to local communications services and therefore the refund does not include FET paid on local service.
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36.		How do I claim the refund? The Internal Revenue Service (IRS) has provided detailed information on how to obtain the refund, which can only be claimed on your 2006 federal income tax return. The information can be found at www.irs.gov. The IRS may also be reached at 1-800-829-1040 (Residential) or 1-800-829-4933 (Business).
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37.		How much is the refund? There are two ways of claiming the refund. If you do not wish to gather old phone bills and calculate a refund, the IRS is offering a standard refund amount between $30 and $60. Taxpayers will only need to fill out one line on their tax returns to claim the standard amount. If you wish to calculate your own refund, you should keep complete copies of your telephone and fill out another form along with the regular tax returns.
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38.		Are copies of old telephone bills still available? Yes. Copies of old telephone bills are available upon your request, with a $3.00 charge for each monthly statement. It will take up to 10 business days to process your record, excluding the mailing time. Please call our customer representatives to make the request.
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About VTX Telecom Rates
39.		How do I find out the per minute rate to call a certain destination? Please refer to the rate table. Be sure to acknowledge the difference between city rates, country rates, and mobile rates.
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40.		Will the rates ever change? The rates will be adjusted according to market factor; We do our best to notify our customer whenever a change is necessary. Rates are subject to change without notice.
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41.		How is the usage calculated? Since our per-minute rate is sub penny, we rate each call up to the third decimal point. Your usage will be calculated based on full-minute increment, with partial minutes rounded up to the next full minute on each call.
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42.		Is there going to be any other charges I should be aware of? There is absolutely no other additional or hidden charge. If you have any question regarding your usage and/or statement, please feel free to contact us at any time.
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43.		Why is local toll rate higher than inter-state rate? For local toll calls, since the call is originated and terminated within the same state, which is considered as state commerce, the local and state government have the authority to tax the call. The taxes combined caused the rate to be higher than inter-state call, which only Federal government has the authority to tax.
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Trouble Shoot Problems in making a long distance call
44.		Unable to make long distance calls? Reasons might include: Restriction of your long-distance calling service if your payments are not current Physical problems at a telephone switch. Your Call Forwarding service may be activated.
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45.		An international call is not connecting Unfortunately, many other countries do not have the kind of technology we enjoy in the United States. Foreign phone lines may become jammed during peak times, and calls may not connect. If possible, please try to place your call at a less busy time of day. If this suggestion does not allow you to complete your call, please contact us again.
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46.		I have problem hearing the other party on an international call How often does this problem occur? Occationally when calling certain foreign countries. It is likely the result of poor phone technology in the country that you are calling. Some countries have older equipment and cannot maintain the level of service we enjoy here in the United States. Every time you place an international call If the problem occurs each time you place an international call, please contact VTX During all domestic and international calls This is probably a local phone service problem, and not the result of your long distance provider. However, you may want to try the following: Check the equipment. If you are hearing static, the first thing to do is to make sure that there isn't a problem with any of your equipment. To test your equipment: Unplug the phone from its wall jack. Plug a working phone into the jack. Check to see if static persists. If the problem persists: Contact us if VTX is your current long distance service provider. If you determine that we are not your long distance provider, you will need to contact your current long distance provider to resolve the problem.
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My calls are not going through
47.		My calls are not going through? Problem with long distance calls only Are you having trouble only when you try to place a long distance call? If so, please contact us. Problem with all calls This is probably a local phone service problem, and not the result of your long distance provider. Contact your local phone service provider.
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VTX Post-Paid Calling Card
48.		What are the benefits of a VTX Calling Card? With a VTX Calling Card, you can always make local toll, long distance and international phone calls when you're away from home in the most cost-effective way! When you use your VTX Calling Card, you're guaranteed to get VTX’s low US continental interstate and international rates, so you can avoid being charged by unfamiliar long distance companies or pay phones when you are on the road. Call 1-888-447-9020 to find out more about VTX Calling Card.
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49.		What is the cost of a VTX Calling Card? There is no charge to obtain a VTX Calling Card, nor will you pay any extra monthly or service fees to use it.
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50.		How can I get a VTX Calling Card? Your VTX Calling Cards can be ordered online along with your switched long-distance service. Or you may call our Customer Service Representatives at 1-888-447-9020 to request for it anytime you like. Each residential account can order up to 4 VTX Calling Cards and each business account can get up to 10.
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51.		How does VTX charge me when I use my VTX Calling Card? The international rates will remain the same when you place a call within the Continental US, and domestic 48 states (both inter and intra state) rates at 5¢ per minute. However, if you place a call from a pay phone, there will be a $.55 connection fee applied per call. Calls made from Canada, Taiwan and Hong Kong will be charged at $0.03 addition to the per-minute rates originating from U.S.
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52.		How do I use it? To make a long distance calling card call from any touchtone phone in the US: Dial VTX toll free number: 1-866-VTX-3933 (889-3933) Listen to the prompt, and enter PIN For calls within the U.S., enter area code and followed by the telephone number For calls outside of the U.S., enter the country code and followed by the telephone number To make a long distance calling card call from any touchtone phone in Canada, Taiwan and Hong Kong: Dial the VTX toll free number of the region you are calling from printed on the back of the card Listen to the prompt, and enter PIN When you are connected to VTX, simply dial the number you wish to call (be sure to dial all necessary country code, city/area code)
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53.		What if I need to use VTX Calling Card from a hotel room? You will first need to get an outside line (ask your hotel how to), and when you hear a dial tone, simply dial the VTX toll free number in your region and follow the instructions. If your hotel does not allow you to use a calling card to call from your room, you may have to place your calls elsewhere (thru pay phones, for example) to avoid high hotel rates.
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54.		What if I lost my VTX Calling Card? You must first call our 24/7 Customer Service to report a lost/stolen VTX Calling Card. After we have verified you are the owner of the lost/stolen VTX Calling Card, we will close and disable the account and replace it with a new card Once you have received your new VTX Calling Card in the mail, you will follow the same procedure to activate the card and select your 4-digit
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55.		How do I know which calls are generated by my VTX Calling Card? A separate statement will be attached to your regular service to indicate all the calls.
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56.		Is there an expiration date to my VTX Calling Card? Yes. Your VTX Calling card will expire two (2) years from the issue date.
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57.		Is there a usage limit to VTX Calling Card? Yes. Each VTX Calling Card is allowed to call up to $40 per month. Once a VTX Calling Card reaches to such limit, it will be temporarily disabled until the amount used has been paid off.
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Frequently Asked Questions

About Bills,Payment and Federal Excise Tax Refund

About VTX Telecom Rates

Trouble Shoot Problems in making a long distance call

My calls are not going through

VTX Post-Paid Calling Card