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"Frequently Asked Questions"



Prepaid Home Phone Service

Lifeline

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Click HERE for a map of our service


PREPAID HOME PHONE SERVICE


Q. How do I find if service is available in my area?

A. Global Connection is licensed to provide Prepaid Home Phone Service in 30 states. Click HERE for a map of our service areas. Global Connection provides service through several local phone companies, including AT&T (formerly Bell South, SBC and Ameritech), Verizon, Embarq (formerly Sprint), Windstream (formerly Alltel), Qwest and Frontier. Contact Customer Service for availability for your home address.


Q. If I switch to Global, can I keep my same phone number?

A. In most cases, Yes – if you are not moving and are only changing providers. Contact Customer Service for verification of number retention.


Q. How much does Prepaid Home Phone Service Cost?

A. Pricing depends upon three variables: Features, State of Service, and your local phone company. Lifeline qualified customers receive an additional discount on monthly service costs. For accurate pricing, please contact Customer Service. See below for Lifeline eligibility.


Q. What features are available for Prepaid Home Phone Service?

A. Global Connection provides several bundled plans which provide the most popular calling features: Caller ID and Call Waiting. Additional features can be added for a small monthly fee. Call Customer Service to find out what features are available in your service area.

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Q. Where can I buy Global Connection Prepaid Home Phone service?

A. You can activate Global Connection Home Phone by contacting Customer Service or visiting one of our thousands of retail locations across our service area. Our larger distribution partners include:

  • Kroger
  • BI-LO
  • ACE Cash Express
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LIFELINE

 

Q. What is Lifeline?

A. Lifeline support lowers the cost of basic, monthly local telephone service. An eligible customer may receive the Lifeline discount on either a wireline or wireless connection, but the discount is available for only one telephone connection per household. Lifeline does not apply to taxes, surcharges, and mileage charges.

Q.How much can I save on the Lifeline program?

A. Lifeline - If you qualify for this program, Lifeline can save up to $12.75 on your phone bill, depending on what state you live in and which phone company in your area provides this program. To determine the discount for your state, please contact Customer Service.

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Q. Am I eligible to receive Lifeline discounts?

A. Lifeline eligibility requirements vary from state to state. Some states have broader categories for eligibility so that more people will qualify while others impose stricter standards for Lifeline eligibility. All states utilize the Federal eligibility requirements in part or whole so it is important to contact Customer Service to confirm availability and eligibility. 

The Federal eligibility requirements for Lifeline determine a person is eligible if he or she receives one of the following:

  • Medicaid
  • Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance (FPHA)
  • Federal Veteran’s and Survivors Pension Benefit
  • Income at or below 135% of Federal Poverty Guidelines (except for MI and CA)
  • Income at or below 150% of Federal Poverty Guidelines (CA and MI only)
  • Low Income Heat and Energy Assistance (LIHEAP)( MI and CA only)
  • Temporary Assistance for Needy Families (TANF)(MI and CA only)
  • National Free School Lunch Program (CA and MI Only)

 

If you qualify for Lifeline based on the income guidelines, you will be asked to provide current documentation that shows your household income.

For household income to be at or below 135% of the Federal Poverty Guidelines, total income for the household must not be more than the following:



These income levels are based on January, 2010, data from the Department of Health and Human Services (HHS). For each additional person in the household beyond eight, add the following dollar amounts to the income eligibility requirements: $5,049 for persons living in the Lower 48 and D.C., $6,318 for Alaska, and $5,805 for Hawaii.

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LONG DISTANCE


Q. Does home phone service include domestic long distance?

A. Several Global Connection plans include bundled long distance minutes as part of the package. Minutes allowed each month depend upon the package selected. Contact Customer Service for specific long distance bundling options as well as for pricing options for your area and local provider.


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Q. Do my minutes “roll over” from month to month?

A. No. Plan minutes do not roll over and unused minutes expire at the end of your billing cycle.

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Q. Can I add more long distance minutes to my Home Phone Service plan?

A. Yes. At any time, you can contact Customer Service to add long distance minutes to an existing plan. As a prepaid service, long distance minutes will not be activated until payment confirmation has been received by Global Connection.

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CUSTOMER SERVICE

Q. How long does it take for service to be activated?

A. Service will be activated after Global Connection notifies the exchange carrier in the customers’ area. Service usually begins within 1-7 business days (excluding weekends and holidays) after the service activation information is provided.

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Q. What if I don’t have a dial tone on my phone?

A. Follow the steps of the “Unplug Test”.

  • Unplug your phone and wait for 30 minutes
  • After 30 minutes you plug each phone line in one at a time
  • If you still do not hear a dial tone, call our Customer Service, from another phone, at (877) 331-1059
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Q. Can I change my home phone service features?

A. Yes, you can change your package by upgrading and downgrading your services. The processing fee is $30 and must be prepaid. There are some restrictions to the types of features according to your area.

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Q. What is an inside wire maintenance plan?

A. To protect your telephone service, we added an Inside Wire Maintenance Plan to our many service offerings. There is no charge to add the maintenance plan at the time of connection and you will be billed a monthly rate for the plan according to your area. After the service has been connected, there will be a change order fee to add the maintenance plan and you will be billed a monthly rate for the plan according to your area. With this plan, if you have any type of telephone problems in the future, we will dispatch an experienced professional technician to your home to repair your line.  Inside wire maintenance does not include any pre-existing issues.  Plan must be in service for 60 days before repairs will be processed.

 
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Q. Can I fax from my home with Global Connection?

A. Yes, you can fax from your home, but only to local fax numbers.

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BILL PAYMENT


Q. How can I pay my bill?

A. Bill payment can be made at any of our authorized payment centers or to Global Connection directly. To find the nearest payment center, contact Customer Service.
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Q. When is my bill due each month?

A. Your bill due date will be 25 days from the date of service connection and due on that date each month.

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Q. When is my bill considered late?

A. Customers who fail to pay their invoice amount no later than (5) days after the bill due date are subject to a late fee of 20% of their outstanding balance or the maximum amount allowable by law.  Late fees will not be applied to customers who make a qualified partial payment

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Q. What happens if I fail to pay my bill?

A. If the total bill amount is not paid within 5 days after the start of the service period, service will be subject to suspension.

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Q. If my service has been disconnected, how do I reconnect my service?

A. Call Customer Service for assistance to reconnect your home phone service. A reconnection fee, in addition to past due charges is required to be paid before service is reconnected and it could take 1-7 business days (excluding weekends and holidays) to be reconnected.

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Q. Can I change my bill due date?

A. Yes, you can change your bill due date. Any additional days will be prorated per day.

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CONTACT


Hours of Operation Mon. – Fri. 8:30 am – 6:00 pm EST
Customer Service Hotline (877) 331-1059
Mailing Address P.O. Box 1527
Norcross, GA 30093
Customer Inquiry Email customerinquiry@connectwithglobal.com