Frequently Asked Questions

Many issues can be resolved here on our FAQ page. Look through the subjects listed below to find simple answers and solutions.

Billing

Will I need to pay a deposit when I establish service?

Deposits are based on services taken,and are required to start new service. In some cases, autopay or a letter of credit from a previous phone company can take the place of a security deposit.

When do I need to pay my bill?

Payment in full is due by the 20th of every month. You can pay your bill online, over the phone, in office, or sign up for automatic withdrawals from a checking account or credit card with a Smart Hub account or by calling 1-800-421-5711. 

When will I be charged for a repair?

a. If a Valley technician makes a visit to your home and finds the problem is with the Valley equipment (outside your home), the repair will be made at no charge. If the technician determines the problem is not with the Valley equipment, then the problem most likely exists with the jacks and wiring in your home and you will be charged a $80 trouble isolation charge. If you choose to have the technician make the repair in your home, you will also be billed for time and materials. Any charges incurred will appear on your next monthly bill.

b. If you have a wire maintenance plan, there is no charge for trouble isolation or repairs made to existing jacks and wiring.

Wire Maintenance is an optional line maintenance program that covers the telephone wiring and jacks inside your home in case of damage. With wire maintenance you are not charged for service calls to repair your inside wire and jacks.

Why is my first bill higher than I expected?

Your first bill will include a prorated charge for the partial month of service plus a full month in advance for monthly service charges. For example, if you connect service in the middle of the month, your first bill will include prorated amounts for half a month, plus the month in advance.

Customer Service

Can I get internet service without a phone line?

Yes. Please call 1-800-421-5711 today to get connected.

How do I cancel my Valley Telecom Group service?

Are you moving? Transferring your service is easy with one telephone call, at 1-800-421-5711.

Are you going on vacation? You can temporarily suspend your service and pay little to nothing while you're gone. Call customer service at 1 800-421-5711.

To report a problem with your phone, call 1 800-400-1273 or for an internet problem, you can call our technical support department at 1 877-882-6386.

To cancel Valley Telecom Group service, contact customer service at 1-800-421-5711, 8 a.m.- 5 p.m., Mon.-Fri.

How do I change the name on my Valley Telecom Group account?

To change the name on your Valley bill or to authorize another person on your account, the account holder must call Valley at 1-800-421-5711.

How do I get my services turned back on after late payment?

The past due amount must be paid in full to get services restored. Reconnect fees may apply.

What discounts are available for low income customers?

a. Valley Telecom Group offers Lifeline assistance and Link up assistance.

b. Lifeline benefits include a reduction of monthly rates for local service. You must receive one or more of the following benefits to qualify. Medicaid, Supplemental Nutrition Assistance Program (SNAP), Supplemental Security Income (SSI), Federal Public Housing Assistance, Section 8 Federal Housing Assistance, Low Income Home Energy Assistance (LIHEAP).

c. To sign up these discounts, please go to https://nationalverifier.service-now.com/lifeline. For more information go to https://www.vtc.net/lifeline-services

What is a physical E-911 address? Why do I need it to start services?

E-911 stands for Enhanced 911. E-911 is a North American telecommunications based system that automatically associates a physical address with the calling party's telephone number, and routes the call to the most appropriate Public Safety Answering Point (PSAP) for that address. The caller's address and information is displayed to the call taker immediately upon call arrival. This provides emergency responders with the location of the emergency without the person calling for help having to provide it. This is often useful in times of fires, break-ins, kidnapping and other events where communicating one's location is difficult or impossible.

Your E-911 location address is required to connect service because it gives emergency personnel a site location of your physical address.

What happens to my service when my contract has expired, how can I cancel or extend my service?

When the agreement is due to expire, the service will be continued month to month automatically unless you have informed your provider to cancel it. After your agreement term is completed, you are entitled to cancel your service at any time.

Internet

Can I check my Valley Telecom Group e-mails away from home?

If you have access to internet service you can check your Valley Telecom Group e-mail at http://www.mail2web.com/.

What do download and upload speeds mean? What are their measuring units?

a. Download speed is the speed at which you can down load web page, music or films. Upload speed is the speed at which you view WebPages.

b. All information you send or receive over the Internet is bits of data, whether it's a web page, an email, a music track or a video clip. Each element of data is a different size and is measured in Kilobytes (KB), Megabytes (MB) or Gigabytes (GB). The average email is around 4KB, a digital photo around 1MB and a music track around 5MB (1MB=1024KB, 1GB=1024MB).

Phone

Where can I find operating instructions for Valley Telecom Group's calling features?

You can find all our calling features and instructions online.

How can I reduce the number of telephone solicitation calls I receive?

a. Contact the Direct Marketing Association to have your name removed from the telephone solicitation lists. Write to: Telephone Preference Service, C/O Direct Marketing Association, Inc., PO Box 9014, Farmingdale, NY 11735-9014.

b. Tell solicitors you want to be added to the caller's do-not-call list and do not want to receive any further solicitations from that person or entity. The person or entity making the call must keep a record of your do-not-call request for ten years from the time of your request and may not make further telephone solicitations to your home. However, tax-exempt nonprofit organizations are not required to keep do-not-call lists

c. Sign up on the National Do Not Call Registry. It's FREE to register your home or mobile number.

How do I use Voicemail? How do I check my messages away from home?

Full instructions for using your voicemail can found on our Calling Features page.

What is a PIC freeze? How do I add or remove a PIC freeze from my account? What should I do if my long distance was changed without my authorization?

a. PIC stands for Primary Interexchange Carrier, which is another way of saying interstate long-distance carrier. At your request, Valley can place a PIC freeze on your phone line to prevent your long distance service from being switched to another provider by anyone but you.

b. To add or remove a freeze from your account, please call customer service at 1-800-421-5711, 8 a.m.- 5 p.m. Mon.-Fri.

c. If your long distance carrier was switched without your knowledge or permission, please call customer service at 1-800-421-5711, 8 a.m.- 5 p.m. Mon.-Fri.

How can I change my long distance carrier?

Call customer service at 1-800-421-5711, 8 a.m.- 5 p.m. Mon.-Fri.

What options do I have for inside telephone wiring or jack installation?

You have three options for inside wiring. Choose the one that best meets your needs:

a. Experienced Valley Telecom Group technicians can install inside wiring or jacks. Call customer service for rates. 1-800-421-5711, 8 a.m.- 5 p.m.

b. Hire an experienced independent contractor.

c. Do the installation yourself.

If you need installation for internet, Call customer service for rates. 1-800-421-5711, 8 a.m.- 5 p.m.

How can I change the number of rings I hear before my voicemail answers?

Please call our Service Center Department to change the ring cycle of your voicemail at 1-800-400-1273, 7a.m.-5p.m. Mon.-Fri.

Why do some calls not display on my Caller ID?

If a call is blocked by the caller, then the Caller ID unit will display "private", "anonymous", or "blocked". If the call was unidentified because the call originated from lines that are not Caller ID equipped, then the Caller ID unit will display "unavailable", "out of area", or "unknown".

How do I block private or anonymous numbers from calling my phone number?

Call customer service to subscribe to the Anonymous Call Rejection feature. Once subscribed, you can activate and deactivate the feature at any time. To activate, simply lift the receiver and press *77. To deactivate, pick up the receiver and press *87.

Where can I order more telephone directories?

You can order more telephone directories by calling 1 800-888-8448 or by visiting Dex on the internet at www.dexknows.com.

What is the difference between a non-listed and non-published telephone number?

Non-listed number: Your name, phone number and address are not listed in the phone book but is still available through directory assistance

Non-published number: Your name, phone number and address listing is omitted from the phone book and is unavailable through directory assistance

How do I check the rate of calling to international countries?

a. Online.
b. By phone 1 800-421-4711, 8 a.m.- 5 p.m., Mon.-Fri.
c. Stop by one of our office locations, 8 a.m.- 5 p.m., Mon.-Fri.

Why can I not dial 1-800/888/866 numbers?

You may not be subscribed to make such calls. Please call customer service at 1 800-421-4711, 8 a.m.- 5 p.m., Mon.-Fri. to find out how you can subscribe. An additional deposit may be required.

Why does my phone have a stutter tone instead of a regular dial tone?

You have a voicemail message. If you have checked all your voicemail message and still do not have a regular dial tone, please call Service Center toll free 1-800-400-1273. You can also dial 611 from your landline phone.

 

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