General FAQs

ITS has developed a database of Frequently Asked Questions (FAQs) to assist Clients with questions that come up frequently.

General FAQs | Voice Services FAQs | Data Services FAQs | VoIP Services FAQs

General FAQs

Can I keep my current phone numbers if I switch to ITS?
Absolutely, you can keep your existing telephone numbers, within your local calling area.

How long will it take to transfer my telecommunications service to ITS?
Depending on the type of service you are ordering, it can take between five and 30 calendar days from the time your contract is signed to have all services up and running.

After my service is up and running, who should I call with billing questions?
Our Client Services group can answer all of your billing inquiries. You can reach Client Services Monday through Friday, between the hours of 8AM - 5PM (PST), by calling 800-876-4ITS (4487).

Who should I call for service inquiries?
By calling our one toll free number *800-876-4ITS) you will reach the appropriate group that can help you quickly resolve any service issue, 24 hours a day, 7 days a week.

How much do I pay for using more minutes than my plan allows?
It depends on where you are calling. The specific rates are contained in the International Rates Table (even if it's to the US or Canada). The only calls we always charge extra for are Directory Assistance calls. All calls appear on your invoice.

Can I get a paper bill?
We mail a paper summary of your bill via the US Postal Service every month and in addition, we email you a reminder with a link to the ITS Customer Portal where your full bill is located. Once logged into the ITS Customer Portal.

Can I pay by credit card?
Yes, to sign up to pay your bill by credit card, simply log on to the ITS Customer Portal and click the Auto Pay link or call 1-800-876-4ITS and we will assist you to set this up.

What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any reason, we will notify you immediately by email.

Voice Services FAQs

What is the difference between a DID trunk and a basic phone line?
Direct Inward Dialing (DID) trunks allow businesses to direct multiple phone numbers to one or more trunk groups. Basic phone lines, on the other hand, provide only one number per line. DID trunks only allow for inbound calls while a business line supports both outbound and inbound calls.

Does ITS's service support remote call forwarding?
Yes. The remote call forward feature is commonly used for businesses that have moved outside of their existing area, but want to preserve their existing phone number. It enables your clients and customers to continue calling the phone number they are familiar with, while the call is forwarded to your business' new location. With the remote call-forwarding feature, your business is responsible for paying all associated usage charges on forwarded calls.

Who is responsible for getting our telephone numbers?
As a new ITS customer we will be responsible for getting your new phone numbers and porting over your existing telephone numbers as appropriate. In order for us to obtain new numbers or port existing numbers on your behalf, we need a signed Letter of Agency allowing us the authority to make these changes.

What is a T1 Trunk?
T1 refers to a digital voice trunk or circuit that can accommodate up to 24 telephone lines. It consolidates the needs for separate local trunks and lines.

Should I consider a T1?
Businesses requiring at least 18 or lines for local or long distance calls or businesses that spend around $1000.00 per month in local and long distance calls should consider a T1.

Data Services FAQs

What is the difference between DSL, T1, and T3 Services?
The ITS Business Class DSL comes in various speeds designed for the small business; with a T1, bandwidth is guaranteed at 1.5 Mbps for a full T1. Fractional T1 connectivity offers the same service level guarantees and reliability but with customizable usage and budget options. A T3 guarantees rates of up to 45 Mbps; truly designed for the large business requiring a huge amount of bandwidth.

Depending on your requirements, considering the number of users and the amount of data you transfer, ITS will work with you to help you to determine the best service for your business needs.

What type of equipment is needed for DSL, T1 or T3 services?
A router is the only equipment that is required for installation. The Routers provided by ITS are delivered and configured to your opted speed and are available as part of your services.

VoIP Services FAQs

What is VoIP?
VoIP (Voice over Internet Protocol) allows you to make and receive phone calls over your high-speed Internet connection. Calls can be made using a wide variety of devices including a standard touch-tone phone. With a good connection that has enough available bandwidth, you get the same quality as with traditional phone service, but you typically get many more features and pay far less for your calls than you’ve been getting from your local telco (Verizon, SBC, BellSouth, Qwest, AT&T, MCI, Sprint, etc.).

What is broadband or high-speed Internet access?
The most common high-speed connections or businesses are either DSL running at 768K to 2M (Megabits per second) or connections known as T1 (1.5M), T-3 (45M), or Ethernet (10M to 100M or even 1G). Wireless Internet access services like WiFi and WiMax are starting to become popular as well. You can have VoIP over any of these broadband Internet connections.

You can check your Internet connection speed by using any one of the free tools available on the internet – just do a search on “speed test” and choose a link.

Do you provide Internet service in addition to ITS VoIP service?
Yes. ITS can provide either business class DSL or T1 circuits – which ever meets your business needs.

Will ITS VoIP work with a dial-up Internet connection?
No, since we provide a business class service and a dial-up Internet connection is so slow, the ITS VoIP service cannot be installed.

What ports do I need to open if my ATA or VoIP Phone is behind a firewall?
Most of our customers just connect their ATA or Phone and start using the service because we have designed the service to work behind most firewalls.
If you have an older or more complex firewall, make sure that UDP traffic from you to the outside world is open. Otherwise, you won’t ever register with our server and won’t be able to make calls.

Will ITS VoIP service work with Internet access over satellite?
No. Satellite service introduces quite a bit of delay or latency into an Internet connection, and that delay makes it very difficult for any VoIP service to work properly.

Does ITS VoIP Service work with WiFi or WiMax (wireless Internet) networks?
Yes. You can use ITS VoIP Service if your wireless Internet Service Provider (ISP) or your network provides an Ethernet connection into which you can connect your ATA. Many ITS VoIP customers have wireless networks.

In addition, if you are using the ITS VoIP via a SoftPhone with a USB handset or headset, you can call the world while sipping a cappuccino at Starbucks, or wherever you log into a WiFi Hotspot.

What are my startup costs?
ITS VoIP startup costs can be as little as $29.95 per extension plus your monthly service fee. Monthly fees will depend on the plan you order.

What will be on my first invoice?
Your first invoice will show the startup costs listed above, the full amount for your current month of service, plus appropriate taxes and fees.

What taxes do I pay on my ITS VoIP plan?
You pay 3% Federal Excise Tax. At this point, the federal government considers VoIP an Internet service, and not a phone service, so you only pay 3% Excise Tax on all VoIP plans. VoIP taxes are currently under by the Federal Communications Commission (FCC) and could change at any time.

What is the Regulatory Compliance fee on my invoice?
ITS makes filings with State and Federal regulators about the nature and regulatory status of VoIP and sends payments to Federal and State Universal Service Funds. We spread our costs out among our subscribers. Our fee is about 35% less than that charged by most of our competitors.

Can unused minutes be carried to the next month?
Minutes in plans that are limited cannot be carried over from one month to the next.

Does VoIP service provide 911 or E911 services?
Yes, the FCC mandate requires all VoIP services to support 911 Emergency Calling services. You do however need to set up your 911 Emergency Calling so that when a call is made the operator will automatically be notified where the call is coming from.

Can I call a 900 or 1-900 number from my VoIP phone?
No, you cannot make any calls to 900 or 1-900 numbers.

What is an ATA?
ATA stands for Analog Telephone Adapter. Typical home and single-line office phones, whether corded or cordless, use analog signaling to communicate with your local telephone company’s switch. An ATA takes those analog signals and turns them into VOIP so calls can go out over the Internet.

Can I take my VoIP Phone with me when I travel? How about a SoftPhone with a USB handset?
Yes, you can do any of the above, but the most convenient is undoubtedly a USB handset connected to your computer. A VoIP is quite large, and when you’re at a hotel that charges for high-speed Internet access, you’ll need your computer browser to log on and pay for access. An ATA demands a single-line phone wherever you happen to go, and many hotel phones are digital, office-style handsets which won’t work with the ATA.

Do you offer international calling plans?
Yes, we offer very competitive international rates on all our calling plans, but especially on our VoIP service.