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Technical Questions |
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Technical Issues |
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Billing Questions |
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Technical Questions |
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How can I activate my account?
After you signed up for our service, you must go through two simple steps as described in our User Guide before you can start making calls.
Please refer to our User Guide for more details.
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What is the Personal Access Number?
The Personal Access Number is a local phone number that you select during the sign up process. Once selected,
it will become your access number for the Packetel Voice Service.
Please refer to our
User Guide for more details.
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What are the XPress™ and Quick-Dial Numbers used for?
XPress™ and Quick-Dial Numbers are phone numbers that you can pre-program in your online Phone Book so you can call your friends, family, and colleagues without having to key in their phone numbers every time.
If you call your Personal Access Number (see 'What is the Personal Access Number' ) and simply hold (without pressing any keys), you will be automatically forwarded to your pre-programmed XPress™ Number.
If you call your Personal Access Number and press '*' on the first voice prompt (the main
menu), you will be able to access your Quick-Dial Numbers.
Please refer to our User Guide for more details.
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What are Dialing Modes?
Your dialing mode determines whether you want to use your Personal Access Number as a Follow Me / Local Presence number, or as a number to make outgoing phone calls.
With the Follow Me / Local Presence mode, you use your Personal Access Number as a means for your friends and family to reach you wherever you are.
When your friends and family call your Personal Access Number, they will be automatically connected to your XPress Number. Your XPress Number can be your cellular phone, work phone, home phone, or any phone of your choice. No matter which phone you use, or wherever you are, they will be able to reach you by simply dialing your Personal Access Number.
With Call Out mode, you use your Personal Access Number as a means to make outgoing calls.
When you call your Personal Access Number, you will be automatically connected to your XPress Number. Your XPress Number can be any phone number that you call most frequently.
Please refer to our User Guide for more details.
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When will my XPress™ and Quick-Dial Numbers become effective?
Your XPress™ and Quick-Dial Numbers will become effective once you have pre-programmed them into your online Phone Book.
Please refer to our User Guide for more details.
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How do I call my XPress™ and Quick-Dial Numbers?
Once you have programmed your XPress™ Number into your online Phone Book, simply call your Personal Access Number and you will be connected directly to your XPress™ Number.
Once you have programmed your Quick-Dial Numbers into your online Phone Book, simply call your Personal Access Number, press '*' on the first voice prompt, select a Quck-Dial Number by pressing a numeric key (1 to 9) on the second voice prompt, and you will be connected to your select Quick-Dial Number.
Please refer to our User Guide for more details.
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What are Trusted Numbers?
When you call your Personal Access Number (e.g. from your cellular phone or home phone) to access certain features, you may be required to enter your PIN for security reasons. However, if you call your Personal Access Number from a registered Trusted Phone Number, you can access any feature without having to remember and enter your PIN. You can register up to five (5) Trusted Phone Numbers. To prevent unauthorized usage, you should only register phone numbers that you trust (e.g. your cellular phone, home phone, or work phone).
Please refer to our User Guide for more details.
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How do I call numbers that are not in my Phone Book?
To make a call to any phone number in the world other than the ones in your online Phone Book, your Personal Identification Number (PIN) is required. Please follow the simple steps below:
- Call your Personal Access Number
- Press '*' on the first voice prompt
- Press '*' on the second voice prompt
- When prompted, enter your PIN and press the '#' key
- When prompted, enter the phone number you want to call and press the '#' key
- You will be connected to the phone number of your choice momentarily
When entering the phone number you want to call (step 5), please follow the standard U.S. dialing rules by putting a '1' in front of any 10-digit U.S. phone numbers, and putting '011' in front of any international phone numbers.
Please refer to our User Guide for more details.
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How do I re-enter a mis-dialed phone number?
If you pressed the wrong key while dailing a phone number, you can press the '*' key to re-enter the entire phone number again.
Please refer to our User Guide for more details.
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How do I call another phone number after I have finished my last call?
If you want to make another call after you have finished the last one, all you need to do is press '##**' to hang up and return to the main menu. You will then be able to make another call.
Please refer to our User Guide for more details.
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How do I redial the last phone number that I called?
You
can redial the last phone number that you called by pressing '#' in
the main menu. Or, if you want to call back to the person you were
just talking to, simply press '**#' to return to the main menu and
redial.
Please refer to our User Guide for more details.
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Can I use this service to call U.S. phone numbers?
Yes, you can call any U.S. phone number, whether it is programmed into your online Phone Book or not. Simply follow the standard U.S. dialing rules by putting a '1' in front of any 10-digit U.S. phone numbers.
Please refer to our User Guide for more details.
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What is the difference between my password and my PIN?
The password is used for security purposes when you log in to your user account on the web. The Personal Identification Number (PIN), which consists only of numeric characters, is used for security purposes when you access your Personal Access Number on the phone.
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How do I change my password and/or my PIN?
You can modify your password, your PIN, and other user profile information by logging in to your user account and go under the Profile tab. After you have made your changes, please make sure you click the Save button at the bottom of the page to save your changes.
Please refer to our User Guide for more details.
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I forgot my password and/or my PIN. How do I find out what they are?
You can simply use the 'Forgot Your Password?' link on the User Login page to retrieve your password and PIN. We will ask you for your login (your 10-digit Personal Access Number), and we will send your password and PIN to your email address (the email address that you used when you signed up with us). To ensure that you receive your 'Forgot Your Password?' email, please make sure you keep your email address up-to-date in your user account.
For more information on how to do this, please refer to our User Guide.
If you do not receive your 'Forgot Your Password?' email within 24 hours, please contact us at
support@packetel.com.
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Can I use this service when calling from my cellular phone or office phone?
Absolutely. You can call your Personal Access Number from any phone, anywhere. Any calls that are made through your Personal Access Number will enjoy the same low rates and convenience that our service provides.
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How come I receive the message "the account is currently in use" when I call to my long distance service account?
Most likely, the account is currently in use by the second or third user that you know.
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Do I get a Toll-free Access Number?
We provide toll-free numbers to access your long distance account when you travel outside of your local area. You can see the list in
Toll-free Access Numbers.
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Can I use a Toll-free Access Number to make calls from overseas?
Yes you can, if you are currently located at one of the countries listed in
International Access Numbers,
you can use the corresponding international access number to access your long distance account. Please note that
you will still be charged for the local rate of that country (if applicable). In addition, there will be a USD$0.01
per minute charge for the call made with the international access number.
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If I am in another country, can I still use the service? How?
If you would like to call out from another country, please refer to
Question #20
for more details. If you are in another country but you would like your correspondents in US to be able to call you with a local number,
you can do that by setting your long distance account to "Follow Me" mode from your account portal, then set your Follow Me – XPress™ number
to the number that can be used to reach you (e.g. your land line or cell phone in the country where you are staying).
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What number will be displayed on the Caller ID when someone calls to my Personal Access Number in the "Follow Me" mode?
It will display the phone number of the caller.
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Technical Issues |
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Why don't I hear a ring tone for a certain phone number that I called?
Due to telecommunication network compatibilities, calls made to some countries may not provide ring tone. However, in most cases the calls will get connected successfully, despite the lack of ring tone.
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What can I do if a call does not go through?
If your call does not go through the first time, press '##' to hang up, and then '**#' to redial the same phone number using a different carrier.
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Billing Questions |
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How do I pay for or add credit to my account?
You can simply log in to your user account and click on the Payment tab to make a payment and pay for your account. Follow the on-screen instructions to select a new prepaid plan (or keep your current one) and complete the payment process.
Please refer to our User Guide for more details.
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How come I can only make $10 payment at a time?
When an account is newly created, users are limited to only $10 payment option.
Please refer to our User Guide for more details.
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Can I pay more than $10 to start out?
For your protection and ours, the system limits initial sign up to only $10.
Please refer to our User Guide for more details.
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How come I cannot add more money after I used up my $10?
For your protection and ours, additional payments can only be made after 3 days of sign up.
Please refer to our User Guide for more details.
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How long will I have to wait until I can put more money into my account?
You can add more credit 3 days after initial sign up.
Please refer to our User Guide for more details.
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Why do I have to wait 3 days in order to pay for my account?
For your protection and ours, we need to further verify the payment.
Please refer to our User Guide for more details.
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Can I use another card to add credit to the account within the first 3 days?
For your protection and ours, until the account has been verified within the initial 3 days, no additional payment with any credit card is allowed on the account.
Please refer to our User Guide for more details.
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Can I pay any other amount besides $10?
Yes, after sometime, you will be given the option to pay with a higher amount.
Please refer to our User Guide for more details.
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Does the long distance service expire after a certain number of months not being used?
Prepaid credit will expire after 12 months of inactivity.
Please refer to our User Guide for more details.
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