Telephone Choice - Frequently Asked Questions

When did Texas start telephone competition?

Changes to the Public Utility Regulatory Act and the Federal Telecommunications Act of 1996 required local telephone companies to allow new companies to connect with their networks in order to provide competitive local phone service.

How often will I receive a telephone bill and what does it show?

You will receive a telephone bill once a month and it must show:

• Taxes
• Long distance charges
• Explanation of abbreviations
• Charges for enhanced services
• Telephone numbers and account numbers
• Time period
• Charges for optional features
• Federal Subscriber line charge
• Charges set by local, state or federal agencies
• Subtotals for basic local service, Extended Metropolitan Service, Extended Area Service and Expanded Local Calling

For more information, visit Paying Your Utility Bill fact sheet.

When are my bills due?

Your bills are due 16 days from the date of the bill or the postmark on the envelope. The payment is considered late if received after that date unless it is a holiday or weekend. Then the bill must be paid on the next work day. If you do not receive a bill, inquire. You must still pay by the due date. For more information about paying your phone bill, visit Paying Your Utility Bill fact sheet.

What is slamming and what can I do about it?

Slamming is the term used to describe the changing of your local or long distance carrier to another company without your knowledge or permission. If you believe you have been slammed, you may file a complaint with the Public Utility Commission of Texas. For more information visit What You Need to Know About Slamming fact sheet.

What is cramming?

Cramming is the practice of adding unauthorized charges to your phone bill. It is illegal in Texas and you are not required to pay for unauthorized charges. For more information visit the What You Need to Know About Cramming fact sheet.

What is an access charge?

The charge that a long distance provider pays to a local telecommunications company to complete long distance calls is called an access charge.

What do I do when I think I have been billed incorrectly?

First call your phone company and ask them to explain the charge. If you feel that you have been illegally charged, you may file a complaint with the PUC at http://www.puc.state.tx.us/ocp/complaints/complain.cfm or call 1-888-PUC-TIPS or 1-888-782-8477. For more information about your phone bill please visit Understanding Charges on Your Phone and Electric Bill fact sheet.

How do I get my name on the Texas No Call list?

To sign up for the Texas Do Not Call list, visit www.texasnocall.com, or call toll-free 1-866-TXNOCAL(L) (1-866-896-6225). For more information visit the Texas "Do Not Call" Lists fact sheet.

What is the Lifeline program?

Lifeline is a telephone assistance program which helps individuals who meet certain income requirements receive telephone service at reduced rates. This service provides a $7 discount on basic monthly telephone rates plus a waiver of the federal subscriber line charge (SLC or FCC Approved Customer Line Charge on some bills), between $5.27 to $6 a month for a total monthly discount of $12.27 to $13, depending on the subscriber's telephone company. For more information, please visit the Lifeline site.

What is the Link Up program?

The Link Up program provides a discount for local telephone service installation for residents that qualify as low-income. Currently, the Link-Up discount is a maximum $30 discount on the installation of basic residential service. For more information, visit the Link Up page.

What is STAP?

STAP is the Specialized Telecommunications Assistance Program. In 1997, the 75th Texas Legislature passed Senate Bill 667. This law requires that the Public Utility Commission (PUC) of Texas and the Texas Commission for the Deaf and Hard of Hearing (TCDHH) establish a program to provide financial assistance that will allow certain individuals to receive specialized telecommunications devices. For more details please visit the What is STAP? site.

What is Relay Texas?

Relay Texas provides telephone interpreting service between people who can hear and those who are deaf, hard-of-hearing, deaf-blind or speech-disabled. Relay Texas agents have computer equipment that enables them to hear the voice user as well as read the typed signals from the TTY user. For further details and answers please visit What is Relay Texas and How Does it Work?.

Is there anything I need to know about pay phones?

Pay phones are convenient, but they can be costly if you do certain things. Some calls are free, while others require coins or calling cards. For detailed tips on using pay phones, please read What You Need to Know About Pay Phones fact sheet.

How does Caller ID work?

You can subscribe to caller ID through your local telephone company for a monthly fee. You must obtain a display screen from the telephone company or another vendor to see the information. Many newer telephones are equipped with a Caller ID screen. Caller ID information may not always be displayed. Your display may read "out of area" or "private call." For further information please read What You Need to Know About Caller ID fact sheet.

I have heard of prepaid local telephone service, what is it and how can I qualify for it?

Prepaid Local Telephone Service is a one time offer and you are eligible if you have an outstanding telephone bill and have had your service disconnected. You pay on your outstanding debt, reconnection charges, a monthly basic rate, surcharges and fees. For more information please read All About Prepaid Local Telephone Service fact sheet.

What do I need to know about long-distance?

There are many questions you should ask about long distance rates when choosing a provider. Please read 20 Things To Ask About Long-Distance Rates fact sheet.

How do I figure out the area code for my friend in another part of Texas?

For a map and explanation of Texas area codes, read the What You Need to Know About Area Codes fact sheet.

What exactly is telemarketing and how can I avoid being scammed?

Telemarketing occurs when companies call consumers to sell their goods or services. When dealing with a telemarketer, beware of contests or sweepstakes, be cautious of who you give your financial information to and take your time to decide and don't be rushed by sales tactics. For more tips and information please read What You Need to Know About Telemarketing fact sheet.

Do I have to choose a new local service provider?

No. You don't have to choose a new local telephone service provider.

What exactly am I choosing?

You are choosing the local telephone service provider that provides your basic local telephone service. Local Service Providers must tell customers the cost of the least expensive local basic service. Your local service provider may also provide your local toll and long distance service if you choose them for these services. However, you may have to choose another provider for local toll and long-distance service.

When will I be notified if there is a change in the cost or terms of my local telephone service?

Local Telephone Service Providers should send customers a notice between 30 and 60 days before they make any changes to the terms of your services. This does not apply if the change is a benefit to you, such as a price decrease. You have the right to change providers if you are not satisfied with the new terms of service.

Will I receive a written notice of confirmation about my terms of service?

Local Service Providers should send you terms of service within three working days of placing your order for new local telephone service. It must list the products, services and prices you agreed to when you placed your order along with any special conditions such as length of contract (if there is a minimum period to the contract).

May I keep my home or business telephone number if I change my local service provider?

In most cases, you can keep your phone number if you are choosing a new local service provider and are staying in the same house or geographic area. New rules also allow you to switch from a residential phone carrier to a wireless carrier, or from a wireless carrier to a residential phone carrier and still keep your phone number.

What happens if my new local service provider goes out of business?

The Public Utility Commission of Texas has regulations in place that require telephone companies planning to cease providing local or long distance service in Texas to provide written customer notice in advance. To continue service, you would need to select another local service provider and make arrangements for the new service to be installed.

If I choose a new local telephone service provider, when will my new service start?

The new local service provider should let you know when service will begin.

What is included in basic local service?

Basic local service includes dial tone, touch-tone, federal line cost charge, Texas Universal Service Fund charge, Federal Universal Service Fund charge, local number portability surcharge, 911 emergency service fee and a local calling plan to make and receive telephone calls in your local calling area. The calling plans of incumbent Local Service Providers' local calling areas are listed in the front of your local telephone directory under "local calling area." Use this information as well as the Texas Telephone Choice site when making comparisons between local service providers. The local calling areas are based on where you live and your telephone number, which are defined by boundaries usually containing a city, town or community and its surrounding areas.

If I choose a new local service provider, will people with hearing or speech disabilities still be able to call me through the Relay Texas?

Yes. All local service providers are required to provide the services from Relay Texas. as a result, Relay Texas service will not be affected if you choose a new local service provider.

How do I contact Relay Texas?

You can contact the Texas Relay Center by simply dialing 7-1-1. Text telephone users can reach the Relay Texas Center by simply dialing 7-1-1 or 1-800-RELAY-TX.

Does the FCC regulate all telephone issues?

No, complaints about your local telephone company or intrastate (long distance issues within the state) issues should be directed to the Texas PUC.

How do I stop telemarketing calls to my home without being on the Texas Do Not Call list?

The Telephone Consumer Protection Act (TCPA) of 1991 was created in response to consumer concerns about the growing number of unsolicited telephone marketing calls to their homes and the increasing use of automated and prerecorded messages. You can ask each telemarketer that calls to place your number on their specific do-not-call list. For more information or to register for the free FCC Do Not Call list visit http://ftp.fcc.gov/cgb/donotcall/, or visit the FCC site on Unwanted Telephone Marketing Calls.

What is the Subscriber Line Charge and why do I have to pay this charge?

The Subscriber Line Charge is a fee that you pay to your local phone company that connects you to the telephone network. Local telephone companies recover some of the costs of telephone lines connected to your home or business through this monthly charge on your local telephone bill. Sometimes called the federal subscriber line charge, this fee is regulated and capped by the FCC, not by the PUC. It is not a tax or a fee charged by the government. The money received from the subscriber line charge goes directly to local telephone companies. For more information, visit the Understanding Charges on Your Phone and Electric Bill fact sheet.

What is the Texas Universal Service Fund Charge on my bill?

These charges first appeared in January 1999 by state law and all telephone providers must contribute to the fund. Ninety percent of this fee provides basic telephone service at affordable rates in the high-cost and rural parts of the state. The remaining portion helps supports low-income and hearing and speech impaired services. For more information, read the Universal Service Charge fact sheet.

Last Updated: 03/21/07

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