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Cognistate Long Distance
Frequently Asked Questions
| What do you charge for directory assistance?
Flat fee of 60 cents per call. Back to top |
| How do I know when the process is completed?
You can dial 1-700-555-4141 and a recording will announce who your long distance carrier is.
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| What is the process after the online order is submitted?
Your account will be verified either over the phone by an automated system or by email. This is a necessary requirement
to meet FCC guidelines and verification by phone is required in the states of CA and SD. Once your account is verified,
it will be credit approved and assuming all is well, submitted to the underlying carrier to make the final switch. In
certain cases where there is a PIC freeze, you may be required to call your local carrier in order to switch your lines
to the underlying carrier for LD Order.
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| How long does the switching process take?
This varies and is primarily based on how long your local phone company takes to process the change order.
The average time is 5 business days, but in some areas it may take as little as 2 days.
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| Are there any signup fees, monthly fees or minimum usage required?
There are no monthly fees or minimum usage required (there will be a $1.99 billing fee with the "Bill Me" option
in any month where usage is lower than $20). We do not charge a "sign up" fee; but local phone companies normally
charge a fee to switch your service.
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| What is a PIC freeze?
This is when a customer makes arrangements with their local exchange carrier (local telephone company) to prevent
unauthorized changing of their long distance telephone carrier (oral or written). This feature is free of charge and
most of the customers don't know that they have it, which may cause the long distance order to be delayed up to several
weeks. If you are unsure whether you have it or not, we strongly recommend that you contact your local phone company and
check. If you do have a PIC freeze on your line, please remove it before submitting the long distance order.
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| Can I get a calling card and is there an additional fee?
Calling card is included in your long distance service at no extra cost. You can obtain your calling card PIN and view
the rates by using your Administration Web Page.
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| What are my billing options?
COGNISTATE supports automatic payment by credit card. You can view your statement online by using our
Online Account Management System. You may also receive a monthly invoice in the mail and pay by check if you select
the "Bill Me" option on the order form (there will be a $1.99 billing fee with the "Bill Me" option in any month where
usage is lower than $20). All customers have access to the online account management system regardless of how they pay.
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| How is the line quality?
Cognistate Long Distance uses one of the nation's largest interstate carriers with complete fiber optic networks that
provide the crystal clear connection - actually one of the best in the US.
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| Can I order a toll free number?
Yes you can. You can do it during the signup process or after your account is created. You will be able to order toll free
service and calling cards through your secure online account access web site. The monthly service charge for each switched
toll free number is $1.50.
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| How can I add more lines to my account?
You can add up to 50 lines during the signup process, or after your account is created you can have additional
lines added to your account through your secure online account access web site.
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| Am I protected by law from unauthorized phone line switching?
The phone line you enter must be an existing phone line for which your name or company name appears on your phone bill.
Federal government imposed fine for knowingly trying to "slam" or switch a phone line without proper authorization can be
up to $25,000 per line. Please be sure to enter only your own phone lines.
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| What is Third Party Verification?
In the last few years there have been many cases of telephone customers having their Interstate Carrier changed without the
customer's authorization. Because of these abuses, a Federal regulation was created that requires a customer to provide a
written authorization or verify their desire to switch their carrier through a third party. Third Party Verification (TPV)
is required whenever a telephone customer switches their Interstate Carrier. CST uses VoiceLog, an authorized TPV vendor to
perform our verifications. We cannot switch your lines until we receive a VoiceLog TPV confirmation, or a written Letter of
Authorization (LOA) form directly from the customer.
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| Are there any taxes or other government fees?
Minimum taxes charged are Universal Service Fund at 9.7%, a 3% Federal Excise Tax, and a 3.67% Carrier Recovery Charge.
Monthly Presubscribed Interexchange Carrier Charge (PICC) charge may apply. Rates are subject to change anytime without
prior notification.
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