How do I change my billing address?

To change your billing address, please contact Integra Customer Care.

How much notice do I need to give Integra Telecom before I move my business?

In order to ensure a smooth business service transition, we recommend at least 45 days notice for your voice and data services relocation.

Is there any way I can keep my business telephone numbers at my new location?

Depending on the new location, you may be able to retain your same business telephone number. Integra Telecom will forward your calls to your new location, whether it is a local or long distance. If the new address is not serviced by Integra Telecom, your number will change. Please contact your local Customer Service Representative to review any costs and fees associated with keeping your telephone number during a move.

When can I start publishing and communicating my new business number?

Although your local Customer Service Representative gives you your new telephone numbers during the "move" order process, your new number is not active until your service is "turned up" and working at your new location.

What do I do when I need to make changes to my business services?

To change your Integra Telecom services, please call your local Customer Service Representative.

How can I pay my bill?

If you make your payment by mail, please include your remittance stub and write your ten digit account number on your check. Send the payment and remittance in the enclosed return envelope.

For your convenience and to reduce your postage expense, you can set up either recurring ACH transfers or recurring credit/debit card payments to automatically pay your bill on a monthly basis, or we accept credit/debit card information over the phone. Please contact our office at 406-294-4000 or 1-888-342-5987 for additional information.

What are the payment methods available to me?

There are several options available to you for making payments to your Integra Telecom account.

• EasyPay. Automatic withdrawal from your checking or savings account. Available for Dial-up Internet service ONLY at this time.
• Pay by Credit Card. Please contact your local Customer Service Representative with the following information:
  • Credit card type and number
  • Expiration date
  • Authorized card-holder name (as it appears on the card)
  • Mailing address
• Pay by Mail. If you choose this option, please remit your payment to the address on your payment stub. Be sure to include the stub with your payment. If you do not have your payment stub, please remit your payment to the address below:

  Integra Telecom
  P.O. Box 30484
  Billings, MT 59107-0484

• Please write the amount paid in appropriate area on the remittance stub and include your area code and telephone number on your check. For your convenience, a return envelope is enclosed in each invoice.
• Visit a Walk-In Payment Location. Click here for a location nearest you.

When do I need to pay my bill?

Your payment for all services is due by the due date on the bill. Services not paid by the due date may be subject to service interruptions. If your services are suspended or disconnected for non-payment, you must pay the past due amount and a charge to reconnect your service. You may also be required to establish payments by recurring credit/debit card or recurring ACH transfers and disallowed future credit with Integra Telecom.

How are payments posted to the accounts?

If received by the 22nd of the month, payments are posted to accounts and applied on the following month's invoice. To ensure that your payments post to the correct account, please write the account number on the front of your check. Your account number is listed at the top of your invoice. Payments received after the last day of the month will not be reflected on the following months bill.

Are there late payment charges?

Amounts not paid by the due date are considered past due and delinquent and are subject to Late Payment Charges.

If an account is turned over for collection, an additional $30.00 processing fee will be assessed.

What is the charge for payments rejected because of insufficient funds?

Items returned to our bank due to closed accounts or Non-Sufficient Funds are subject to NSF Charges of $30.00 per incident.

What happens if my payment is late?

If your payment for local and long distance charges is not received by the "Due Date" on your invoice, your account is considered "past due" and is subject to Late Payment Charges. If the account remains unpaid, we will contact you prior to disconnecting your service. If your services are disconnected for non-payment, past due amounts and reconnection fees will be charged to your account. In some instances, you may also be required to pay a deposit or advance payment.

Montana Customers (does not apply to Internet only customers): Nonpayment of non-regulated services such as internet access, website hosting, or services provided by other carriers will not cause disconnection of your regulated telephone services. In the event your questions about your regulated services are not answered to your satisfaction by Integra Telecom, you may contact the Montana Public Service Commission at 1-800-646-6150, or at:

Montana Public Service Commission
P.O. Box 202601
Helena, MT 59620-2601

What surcharges and fees will appear on my phone bill?

Government agencies have found telephone bills to be an effective way to assess and collect taxes because the majority of people receive a phone bill. Integra Telecom and other telephone companies must collect the required taxes as part of the total phone bill and return the appropriate amount to the taxing agency. Your bill includes the following surcharges, taxes and fees:

• MT Retail Telecommunications Excise Tax, a state mandated tax imposed on the gross sales of telecommunication services. The Montana excise tax of 3.75% is assessed on all switched voice services and features. Receipts of the retail telecommunications excise tax are deposited in the State General Fund.
• Hearing Impaired Surcharge, a state mandated fee of $.10 per month per access line. This fund is used to provide telecommunications devices for the deaf.
• The 911 Surcharge, a state mandated fee of $.50 per month per access line. The revenue from this fee is deposited in a special revenue fund for the development of emergency 911 systems in the state.
• Federal Universal Service Fee. The Federal Communications Commission mandates that telecommunications carriers contribute to the Universal Service Fund (USF). The Fund is designed to subsidize telecommunications services provided to public schools, libraries, rural health care providers and low-income families.
• Federal Retail Telecommunications Excise Tax, a federally mandated tax imposed on the gross sales of telecommunication services.
• Service Number Portability charge of $.43. This is a fixed, monthly charge through which local telephone companies may recover certain costs of providing long-term number portability service.

If I terminate my internet service, how will my final bill be assessed?

Internet Services terminated by the fifth of the current month will be cancelled effective the first of the month and the current month's charges reversed. Internet services terminated after the fifth of the current month will be cancelled effective the last day of the month and the charge for the full month of service is due by the due date on the bill.

Who do I contact if I have questions about my bill?

If you have questions about your bill, please contact Integra Telecom Customer Care. The company will investigate and review the disputed amount and notify you of the results. Any undisputed portion and all subsequent bills must be paid on time or the services may be subject to disconnection.

What payment methods are available to me?

Accepted forms of payment include:

• EasyPay (ACH)-- Automatic withdrawal from your checking or savings account. Download the EasyPay form (PDF).
• Cash
• Check
• Credit Card/Debit Card (Visa/Master Card)

If an account cancellation is received by the 5th of the month, there will be no charge for that month. Cancellation received after the 5th of the month will be charged for the entire month. Mid-month cancellations will not receive a prorated credit.

What happens if my payment is late?

If your payment for Internet and data services is not received by the 25th of the month, your account will be considered past due and subject to deactivation on the 10th of the following month and late payment charges. If your services are disconnected for non-payment, past due amounts and reactivation fees will be charged to your account. In some instances, you may also be required to pay a deposit or advance payment.

If your payment for local and local, long distance charges is not received by the "Due Date" on your invoice, your account is considered "past due" and is subject to Late Payment Charges. If the account remains unpaid, we will contact you prior to disconnecting your service. If your services are disconnected for non-payment, past due amounts and reconnection fees will be charged to your account. In some instances, you may also be required to pay a deposit or advance payment.

What are our payment terms?

Invoices for dial-up Internet accounts are generated once per month for service for that month. Invoice printing is scheduled for the 2nd working day of each month. The statements will reflect payments received as of the last day of the prior month. Invoices not emailed should be received by our Internet customers by the 8th of the month. Payments are due by the 25th of that same month. If payment is not received by the due date, a late charge in the amount of $5.00 will be applied to the account on the next invoice. If payment is not received by the 10th of the next month, the account will be placed on "no-login". The account will not be reactivated from "no-login" status until payment in full is received, including late charges. On the first occurrence, there is no additional charge for removing the "no-login" restriction, but we will not credit the account for the period of time it was inaccessible either. E-mail will be accumulated during "no-login" and delivered when access is restored. On the second occurrence, the account will not be reactivated until payment in full, including late charges and a $15.00 reactivation fee, is received. Additionally, automatic payment processing must be established using a credit card, debit card, or ACH or 1 year in advance. If payment is not received by the end of the second month, the account will be cancelled and the collection process will begin. If the account is turned over for collection, a $30.00 will be assessed. Additionally, if a check is returned for "not sufficient funds" (NSF), then a $30.00 fee is assessed and the account is placed on "no-login" status until payment in full is received. Depending on the status of the account (prior occurrences of non payment resulting in "no-login" status), the customer may be required to go to automatic payment processing either using ACH, debit or credit card, or one year in advance.

When is a customer disconnected for non-payment?

Account access will be restricted by "no-login" on the 10th of the month following invoicing, and canceled on the first day of the following month. (See Payment Terms paragraph above)

If an account is turned over for collection, an additional $30.00 processing fee will be assessed.

What constitutes sufficient payment to reactivate?

Full payment, including late charges. Reactivation from no login status, other than first time occurrences requires an additional $15 reactivation fee. On the second occurrence, the account will not be reactivated until payment in full, including a $15.00 reactivation fee, is received. Additionally, the customer will need to prepay the account via monthly ACH, credit card, or debit card or 1 year in advance. (See Payment Terms paragraph above)

Is there a charge for re-activating an account?

"No-login" Not for first time occurrences. The full outstanding balance must be paid but there is no other charge. We will not credit the account for the time it was inactive due to late payment, but mail received during no login will be delivered. On the second occurrence, the account will not be reactivated until payment in full, including a $15.00 reactivation fee, is received. Additionally, the customer will need to prepay the account via monthly credit card or 1 year in advance. (See Payment Terms paragraph above).

Cancellation $15 reactivation fee and the full outstanding balance must be paid. Here again, we will not credit the account for the time it was inactive. (See Payment Terms paragraph above).

What do I need to be eligible for a student account?

Students must show a valid current student I.D. and pre-pay the full fee at the time of account set-up. The account will be set up to expire at the end of the account term and the student will receive an e-mail notification of expiration one month prior. Renewal requires showing a valid current student I.D. and prepayment again.

Who do I contact if I have questions about my bill?

If you have questions about your bill, please contact Integra Telecom Customer Care. The company will investigate and review the disputed amount and notify you of the results. Any undisputed portion and all subsequent bills must be paid on time or the services may be subject to disconnection.

Can I get OneEighty voice services at home?

We do not currently offer phone services to residences. As the telecommunications industry evolves, however, Integra Telecom hopes to provide residential markets with the same high quality voice services offered to our business customers.

Can I keep my existing telephone numbers?

When converting to OneEighty Communications service, our customers can choose to keep any or all of their existing telephone numbers as long as they are within our local serving area.

What types of lines does Integra Telecom offer for my business?

Integra Telecom offers Standard Business Lines, Enhanced Business Lines, Analog and Digital Trunking, and ISDN Services. We work with each customer to determine which services that we offer will give the customer the best return on their telecommunications investment.

What is the difference between an Enhanced Business Line and a Standard Business Line?

OneEighty Communications' business lines are feature rich. They offer a business many of the more common features of a PBX (Private Branch Exchange) or key system without the cost of having to purchase one. Standard Business Lines are lines that do not come with a pre-set feature package. You have the option of adding features to a Standard Business Line with a per feature charge or adding a bundle of features for a single low price.

Does Integra Telecomoffer Long Distance?

Yes.

How does Integra Telecom meet the other Long Distance Carriers?

Integra Telecom extends connections from the various long distance carriers' POPs (Points Of Presence) into the OneEighty Communications Central Office. This can be done either by 1) connecting to the long distance carriers by way of a direct fiber feed to their POP site or 2) installing DS1 (Digital Service, Level 1) or DS3 facilities to their site.

I was told that Integra Telecom puts my voice lines, Internet service, and data circuits all on the same T1 line. How can they do this?

A T1 line is a digital circuit that has 24 channels. Each channel can be a telephone line, data circuit, or Internet circuit. Integra Telecom installs special equipment in your building that allows us to divide up the T1 and assign the channels for different uses. This allows us to provide you with a wide range of services on a single T1 line. This also allows our customers to benefit from services that were traditionally out of their price range. With multiple services running over the same T1 line customers can now take advantage of services such as digital trunking, point-to-point data services and high speed Internet services without having to order and pay for multiple T1 lines.

Does Integra Telecom charge for the T1 line that my services are delivered on?

NO – Integra Telecom has minimums that we require to bring a T1 line into a building. So long as these minimums are met, we do not charge our customers for the T1 line.

It looks like Integra charges more per line than other companies, but the total bill is less. How can this happen?

There are several charges on other provider's telephone bills that Integra Telecom customers do not pay. They include Extended Calling Area and Federal Access Charges. These are charges that other telephone companies are allowed to collect from their customers if they want to. We have elected not to collect these charges as separate items, but to have a single price that reflects what we are really charging for the service.

How does Integra Telecom address E911?

Integra Telecom will have a direct, redundant connection to the provider of E911 Services in each market, providing fail-safe communications

What number do customers dial in order to access the voice mail system? Is it the same number if they are in the office as if they are out of the office?

The number customers dial to access the voice mail system either from their office or outside is 294-4444. Simply dial the number, press the # key, enter the 7 digit mailbox number, password and then simply follow the instructions. (Whether it is to retrieve messages, send messages or to change greetings). If you have an OneEighty local telephone line connected to your voice message box, you can also dial your direct number, wait for your greeting to start and press the 7 key. You will then be prompted to enter your password.

How do I know if there are any new messages?

If you have Integra Telecom local business lines then you will hear a stutter dial tone when you pick up the phone. If you do not have Integra Telecom local service then you will not automatically receive notification of a new message, however you may choose to have the optional Out Dial Notification and the system can call a local or toll-free number to alert you of new messages. Otherwise you will need to periodically check for new messages in your voice mailbox by dialing 294-4444.

What happens if I forget my password?

If you forget your password simply call your local customer service representative and they can reset your password to a new number. This takes time, so we urge you to write down your password and keep it in a safe place.

How do I add paging notification? It does not seem to be activated.

In order to add on this optional feature please call your customer service representative and for a small additional monthly fee this service can be added to your voice mail.

Can my customers mark a message "Urgent"?

Your voice mail system does have the capability to mark messages "Urgent", in order to make your customers aware of this feature, you may want to provide them with the instruction of pressing "2" to mark the message "Urgent" in your greeting. Urgent messages are moved to the front of your mailbox and will be heard before any non-urgent messages. You can also have the system page you on urgent messages with the optional Outcalling feature.

Do my customers have the ability to transfer to my assistant?

Your voice mail system does offer your customers the ability to transfer to an attendant. Simply state in your greeting "if you need immediate assistance please press '0' and you will be transferred to my assistant". The voice mail system will then transfer them to a pre-determined (by the customer) telephone number. Please call customer service for help in setting up this feature.

If I hang up before a message has finished playing without saving or deleting the message, what will happen to the message?

The message will automatically be saved, and it can be reviewed at a later time. The message will be considered skipped, and will be in your mailbox the next time you log in. Please log-off the system by pressing * till you hear, "Goodbye." If you do not do this and try to log back in right away, you may hear, "Sorry someone is already in that mailbox". Sometimes the port will stay open for a few minutes. Logging off will prevent this from happening.

What happens if a new message comes in while I am listening to a message in my mailbox?

New messages will still enter your mailbox. The message will go into the unheard-message queue. At the end of reviewing new messages, the system will prompt you that there are new unheard messages waiting for you.

What happens if several people send messages to me at the same time?

The system can handle multiple calls simultaneously. Simultaneous messages are deposited in sequence in your mailbox, depending on the priority.

I tried to log into my mailbox and it said that there is someone already in my mailbox. What should I do?

About 99% of the time, this is caused by not logging out of the system correctly. Always use the * key when you are finished with your mailbox. If you are listening to a message and get interrupted and just hang the phone up without logging off, the system may take a few minutes to hang up the port that you are on. If you were not just in your mailbox, and no one else has your password, immediately report the problem to your customer sales representative.

What is a fractional T1 service and who needs it?

Fractional T1 services are true dedicated point-to-point services and are more reliable than frame relay or DSL. Ask yourself these simple questions or talk with a local representative to determine if your business would run more efficiently with a dedicated service from Integra Telecom:

• Would you like to upgrade from traditional dial-up Internet access to more reliable, dedicated Internet access?
• Do you want a dedicated, always on point-to-point connection, but feel that a full T1 might be excessive?
• Are you using multiple dial-up accounts and telephone lines for your company's internet access?
• Are you interested in "instant delivery" of email for you and your employees?
• Do you need to network multiple locations in Billings?

If you answered yes to any of these questions, then fractional T1 service may be right for you. One of our account executives would be happy to go over your specific needs and work with you to find the right solution for your business.

What are the advantages of fractional T1 services?

Fractional T1 services are dedicated "Always On" point-to-point connections. They are highly reliable circuits that provide guaranteed bandwidth availability. Whether it be a connection to Integra Telecom as your Internet Service Provider or between two customer locations that need to be networked together, fractional T1 services are a cost effective alternative to DSL or frame relay.

What fractional T1 speeds are available?

Because Integra Telecom bundles your voice and data services together, fractional T1 speeds can range from 64Kbps up to 1Mb. The exact speed that would be available to a specific customer would depend on what other services were running on the same T1 line.

What is a dedicated transport service and who needs it?

Dedicated transport services are high-speed, dedicated point-to-point connections that can include T1 (1.54Mbps) through DS3 (45Mbps) rates, OC3 through OC192 rates, and 10Mb Ethernet through GB Ethernet rates. As you can see, there is a wide range of speeds available and these connections are very reliable when compared with other types of connections. Ask yourself these simple questions or talk with a local representative to determine if your business would run more efficiently with a dedicated service from Integra Telecom:

• Would you like to connect to the Internet through Integra Telecom, using high-speed connections with rates between 1.544Mbps and 45Mbps?
• Do you have multiple locations in Billings that need a high-speed link between 1.54Mb and 1GB to network together their telephone and/or data systems?