How
long does it take to open my account?
If your credit card
is approved and you confirm your order by phone, the
account can be ready in one or two days. If there
is a delay in approval or UWT cannot verify the account
promptly it will take longer.
How
will I know when my account is active?
We will send you an
email to inform you when your service has been activated.
Can
I add more callback numbers to my account?
Yes, just email
service@uwtcallback.com with the new callback
numbers or services you wish to add.
Can
I cancel the service at anytime?
Yes. Simply send
us an email or call our office to cancel. There is
no cancellation or termination fee.
How
do I place a call using the Callback service?
1. Dial your access
number then hang-up at the first ring. (As you were
calling the USA)
2. Within 5 to 12 seconds, our system will call you
back at your registered callback number.
3. Answer your phone, and you will hear a voice prompt
in English asking you to "Please enter your destination
number followed by the # key" As soon as you
start hearing this message, you may dial your international
number.
For calls outside
the USA, Canada and the Caribbean: 011 + Country Code
+ Area Code + Phone Number + # key
For calls within
the USA, Canada and the Caribbean: 1 + Area Code +
Phone Number + # key
At the end of your
call, you may either press # key three times (# #
#) to make another call or press 8 key three times
(* * *) to disconnect from our system and ensure that
your billing session is terminated.
Will
I get charged by my local telecommunication provider
when using the Callback service?
No, you will not get charged by your local provider
when using our Callback service. To place a call through
our network, you dial your access number and hang
up at the first ring. Because the call is not completed,
you will not be charged by your local telecommunications
provider.
How
do I change my Callback number?
You can either change your callback number online at http://www.uwtservices.com/Di_CBack.asp or you can change it by phone using our interactive voice response system. Please refer to our user guide at http://uwtcallbackservice.com/user-guide.shtml
for more information on how to use our IVR system.
I
am going to travel to another country. Will I be able
to use my callback service?
Yes, you can.
You just need to change your current callback number
to the phone number where you will be staying. You
can easily do so by going to the Account Management
section of our web page or by using our Interactive
Voice Response (IVR) by phone. (Please refer to our
user guide at http://uwtcallbackservice.com/user-guide.shtml
for more information on how to use our IVR).
I would like to set things up so that an acquaintance of mine can use callback service to call me but, since it will be my account and I will be paying the cost, I want to make sure that my acquaintance cannot call anybody else besides me. Can this be arranged?
Yes, this can
be arranged. When submitting your application
for service, just mention this request in the
comments section.
Does
Virtual Card allow me to speed dial often used numbers?
Yes.....you
can store up to 99 favourite telephone numbers. Entering your
speed dial numbers is very easy. We include instructions on how
to do it upon account activation.
How long does it take to
open an account and receive my new account information?
Accounts
are activated within 24 hours from the time we verify your order,
weekdays. All new account information is emailed.
Do the connections have a
clear sound quality?
Virtual Card
utilizes a state-of-the-art telecommunications platform and top
tier carriers. This permits the highest quality connections worldwide.
How do I pay for Virtual
Card charges?
We accept
AMEX, VISA, Mastercard & Diners. Usage charges are posted to your
credit card at the end of the month. See the Virtual Card sign-up
form for details.
Do I receive a plastic card?
No....you will not
receive a plastic card. However, as soon as you receive
new account information by email, you may immediately
use the service.
Can
I cancel the service at anytime?
Yes. Simply send us an email
or call our office to cancel. There is no cancellation
or termination fee.
How
does the system know where to send the call?
You tell us the number anywhere in the world you would like the call FORWARDED TO - this
is your "ring to" number. Forwarding is direct and transparent.
Who
pays for the calls that I receive when people dial
my Follow Me International toll free number?
You do. The subscriber
is responsible for all calls that are processed through
the toll free number. You are not charged should the
"ring to" number not answer. However, if
the "ring to" number has voice mail and
a message is left by the caller, this would be a billable
(completed) call.
We have a rotary switch directory group with numbers that automatically switch to the next number as each number becomes busy. Can UWT toll free numbers handle multiple calls and are there any additional charges for this feature?
Yes. You can add
rollover capabilities to your service as long as you
have the proper set up on your phone. Rollover capabilities
are available at an additional $1 monthly charge for
each rollover line (up to 30 additional lines) and
this can be extended further upon special request.
If you need rollover
features enabled, please indicate this in the comments
section of the online application form.
Can UWT toll free numbers be set up so that multiple phone numbers in different locations ring simultaneously when someone calls?
It is possible
to have multiple forwarding numbers for CallMe800
service, however those numbers won't ring simultaneously.
What you can do is add rollover capability to your
service. With rollover, if the main forwarding number
picks up the call and the call is connected when someone
else dials the same toll free number, our system will
roll over to the second forwarding number and connect
the second caller to the second forwarding number.
Please keep in mind that the system will NOT forward
the call to a second (or third, etc.) forwarding number
if the main forwarding number is busy or does not
answer. Rollover capabilities are available at an
additional $1 monthly charge for each rollover line
(up to 30 additional lines) and this can be extended
further upon special request.
If you need rollover
features enabled, please indicate this in the comments
section of the online application form.
How
do I pay for the service?
Amex, VISA, Mastercard and JCB credit cards are accepted. Usage charges are billed directly to the credit card once a month. You will receive a comprehensive monthly call detail statement sent by postal mail and online! Call details include; date, time, call duration, origination number, destination number, cost of each call, total charges for the usage period.
Can
I change my "ring to" number if I go to
a new location?
Yes you can change your "ring to" number online using the web.
Are
there any start up fees or other fees I should know
about?
How will I know when my account is active?
We will send you an email
to inform you when your service has been activated.
Do
you provide multiple Toll-Free forwarding numbers?
Yes, many businesses like
to have separate numbers for Ordering, Reservations,
Customer Service, FAX, etc. Our order form has space
for up to three numbers.
Can
I cancel the service at anytime?
Yes. Simply send us an email
or call our office to cancel. There is no cancellation
or termination fee.
How
is the sound and line quality?
Follow Me
International has excellent line and sound quality because the
call is transported using the Sprint International Toll Free Service
(ITFS) network.
Is there a monthly minimum
or monthly usage requirement?
No. There
is no monthly usage requirement.
Can I get a toll free number
in any other country not listed above?
Toll free
numbers in other countries are available by special
arrangement.
Email us with your specific requirements.
1.
What is an Access Number, Callback Number and Group
Number?
Access
Number (DID): A phone number that you dial in
order to receive the callback. It usually starts with
area code 1 305 or 1 786. For example: +1 305 444
2211
Callback
Number: The phone number from which you would
like to make your international calls (this is where
you’ll receive the callback).
Group
Number: Customer account number starting with
the letter G......
2.
Are there any minimum usage requirements?
Callback
Service: If you do not use our callback service
at least once every 120 days on a specific access
number, then that specific access number will be disabled
for non-usage.
Virtual
Calling Card and CallMe 800 Service: There are
no minimum usage requirements for either the Virtual
Calling Card nor the CallMe800 service.
3.
If my access number gets disabled for non-usage, will
I be able to reactivate it?
You will receive
an e-mail from us notifying you about the disabled
access number(s) with the option to reactivate it.
You may incur a monthly fee of $1.00 upon reactivation.
If you request a new DID, the monthly charge of $1.00
will also apply.
4. Are there any set up or
monthly fees?
There are no setup
fees or monthly fees for the callback service or for
the Virtual Calling Card service. You may incur a
set up fee and a monthly fee only for the CallMe800
service. Please see the details -- click
HERE
5. How will I be billed and
how often?
Your credit card
will be charged each month for services used in the
previous month. In addition, UWT will bill your credit
card for partial charges when your account balance
reaches $200, even if it is before the end of the
month.
Please note: Upon signing up, our customer service
department receives a pre-authorization on your credit
card (the total of your individual line limits) to
make sure that you have sufficient funds for using
the service. Some banks may show this as a temporary
charge but it is not a charge in any way; it is only
a pre-authorization.
6. What is Virtual Calling
Card (VCC)? What is difference between the Virtual
Calling Card and the Callback service?
Virtual Calling
Card is the name of our calling card not a physical
card. It is a PIN number that gives you access to
our network from over 30 countries around the world.
Upon signing up, you will be given a list of our toll
free numbers where the service is available. To use
the service, you will dial the toll free number corresponding
to the country where you are located and enter your
ten-digit PIN when you hear the prompt. The Virtual
Calling Card is convenient because you do not need
to pre-register your phone number, as the Callback
service requires you to do so. Please
click HERE to learn more about this service.
7. What is a speed dial number?
How do I set them?
A speed dial number
is a destination phone number you wish to record in
our system’s memory. For a faster connection to your
most frequently called numbers, our system allows
you to pre- record up to 99 numbers (speed dial numbers).
You can add or change your speed dial numbers to one
or all of your access numbers online at https://www.uwtservices.com/Customerin.asp.
You can also do so by phone using our interactive
voice response system. Please refer to our user guide
at http://uwtcallbackservice.com/user-guide.shtml
for more information on how to use our IVR system.
8. How do I place another
call without having to dial the access number again?
Dial # key three
times (###) if you made a mistake or if you want to
place another call without having to hang-up.
9. If I make a mistake dialing
my destination phone number, do I need to hang up
and call my access number again?
There is no need
to hang up. You simply need to press the # key three
times (###) and this will allow you to place another
call.
10. How do I redial a phone
number?
Dial * key and
# key (* #) to re-dial the last number.
11. How do I make sure that
my calls get disconnected when I hang up?
Dial * key three
times (***) to disconnect the service.
12. I am receiving unsolicited
callbacks. Why am I receiving the callback when I
have not triggered it?
Your access number
is a Miami phone number. A US-based telemarketer probably
called your access number randomly and this triggered
your callback. You can set the ghost call protection
to reduce the number of unsolicited callbacks (also
called Ghost Calls).
When the Ghost Call Protection is enabled, our system
will call back the registered number only if the caller
hangs up before hearing a recorded message (to be
sure you should hang up at the first ring and no later
than the end of the second ring). Please go to http://www.uwtservices.com/GhostCall.asp
for further details.
13. How do I record or delete
a Personal Greeting?
Please refer to
our user guide at http://uwtcallbackservice.com/user-guide.shtml
for more information.
QUESTIONS
CONCERNING OUR RATES
1. I see that many
countries have a separate rate for specific cities
or mobiles. What is the corresponding rate of a country
which does not have a mobile rate listed?
If a country’s mobile rate
is not listed then that means that the mobile rate
is the same as the landline rate of that specific
country.
QUESTIONS
CONCERNING PREPAYMENTS (FOR PREPAID ACCOUNTS)
1. You
advertisement states that there is no initial fee.
Why am I required to transfer money?
There is no initial fee.
The initial payment corresponds to your first prepayment
that will be applied towards your account
2. When will my prepayment
be applied?
Wire transfer: We will apply
your prepayment as soon as we receive it. It takes
3 to 5 business days for a wire transfer to reach
our bank account. If your prepayment has not been
applied to your account within 5 business days, please
check the status of your wire transfer with your bank.
For any other type of prepayment, feel free to e-mail
us requesting the status of your prepayment.
WEBSITE
ISSUES
1.
My account was opened today. I wanted to view my invoice
today but I was told that my account number or password
was invalid.
Please allow 24 hours (during
business days) before checking your invoice online.
2. I am trying to change my
callback number online but it seems that my password
is invalid.
Make sure to type the information
in instead of copying and pasting it. In addition,
make sure not to add spaces when entering the digits.
TECHNICAL ISSUES
1.
How do I report a technical problem?
The best
way to get directly in touch with our technical department
and for them to take care of your problem is to open
a trouble ticket. This can be easily done by following
these simple steps:
· Go to http://www.uwtservices.com/TrblTicket/LoginTrouble.asp
· Open a trouble ticket online
· Follow the steps from there.
Please note: Please keep your trouble ticket number
so that you can view the status of your trouble ticket
and follow its evolution.
BILLING
QUESTIONS
1.
If I need to contact you what type of information
do I need to have ready?
You should
have your Account Number (Group Number) ready whenever
you are emailing or calling United World Telecom.
A sample account number is “G444333”. Your account
number was sent to you in your first confirmation
letter by e-mail. Alternatively, if you cannot provide
the Group Number please have your access number (DID)
ready. The access number (DID) is the number you call
to trigger the callback.
2. I received an email that
contained my invoice for last month. It shows that
I have a due balance. I thought you took the payments
from my credit card. Do I need to send a payment to
you?
Our invoicing
procedure is to create the invoice and then debit
the credit card. If you have a credit card on file
with United World Telecom, we will deduct the payment
from your credit card. We normally charge the credit
card within 1 to 3 business days after the date you
receive the invoice. If we have any trouble deducting
the amount due we will notify you by email.
3. When I try to use the callback
service, the system tells me that my account is low
on funds or out of funds. You have my credit card
on file; I don’t understand why I am getting this
kind of message.
Account setup
requires that a limit be placed on each access number.
The limit that is placed is not based on your credit
card limit but is based on the estimated monthly usage
indicated on the Sign-up form that you submitted.
We recognize that this figure is an estimate therefore
we periodically look at account balances and apply
increases to those accounts close to their limits.
If you, the customer, realize that you have reached
the limit before we have made any increases please
send us a message to apply for an increase.
Please note: If you pay by credit card, your account
balance is reset to zero at the beginning of each
month giving you a fresh line of credit up to your
current maximum limit.
4. How can I increase the maximum
limit that I have set when I initially signed up?
You can request
to increase your maximum limit by sending an e-mail
to our billing department at billing@uwtcallback.com.
Please include your account number (Group Number),
access number (DID) that you want to have the limit
increased on, and also the new limit you wish to have
it changed to. We will then evaluate your account
and approve or decline the increase.
5. When I try to use the callback
service, the system tells me that my account is "running
low" on funds. I am a pre-paid customer, what
does this mean?
This means
that the funds available on the access number (DID)
is running low. To resolve this issue you can send
additional funds or reallocate funds from another
of your DIDs (access numbers.) If you wish to reallocate
funds please email details of your request to changes@uwtcallback.com.
Make sure to include your Group Number, the DIDs (access
numbers) involved, and reallocation amounts in the
email request.
6. When I receive the callback
the system tells me that my account is restricted
due to non-payment. You are supposed to charge my
credit card for my bills. Why do I hear this message?
There are
several reasons why this could happen. First, the
credit card we have on file may be expired. Second,
we may have attempted to charge the credit card and
the charge was denied. You should have received an
email from us that provided more details as to the
reason. Please follow the directions of the email
to resolve the issue. If you don't have the email,
please go to our website at https://www.uwtservices.com/Customerin.asp
and verify that the credit card and expiration date
information is correct. If the information is correct
then you should call your bank and ask them "Why
they have declined the charge from United World Telecom?"
You may also change the credit card you have on file
with United World Telecom online at https://www.uwtservices.com/Customerin.asp.
7. I went online to update my
credit card information. The website asked me for
a group number and password. I don't know that information.
How can I get that information?
If you have
forgotten your password and/or group number you can
have them emailed to you. To do this go to http://www.uwtservices.com/services.asp
and select the option that says, "Forgot your
password."
8. I updated my credit card
and I just got an email that said the credit card
was rejected. What does this mean?
When a customer
updates the credit card information on file with United
World Telecom. We verify that all the information
is correct. This process includes a pre-authorization
with the bank. If any information is wrong the bank
will rejected the debit or pre-authorization and United
World Telecom will discard the incorrect information.
9.
What is the reason the credit card was rejected?
We have very
limited information as to the reason the credit card
was rejected. The only person that may be able to
answer this question is your bank representative.
The best thing to do is go to our secure website and
verify the credit card information we have on file.
If the information is correct you may decide to enter
a new credit card online at https://www.uwtservices.com/Customerin.asp
or contact your bank representative.
10.
I received an email from you saying that my credit
card was expired or will expire this month, but that
is not true. My credit card was renewed with my bank
and is good for another year.
In our database
your information is not updated. When your credit
card is renewed with a new card number or with a new
expiration date, you should go online to http://www.uwtservices.com/services.asp
and select the option that says "Change your
credit card online" to update your card information.
11.
I have updated my credit card online and my account
is still restricted. I checked my email and I did
not get a notification. After updating the credit
card, how long does it take to release the restriction
on the account?
Once you
have entered all the correct information to update
your credit card we will review the information and
submit it for approval with the credit card company.
This is done several times every business day. You
will be notified by e-mail as soon as we complete
this process.
12.
I believe that a few of the calls on my invoice are
not billed correctly. What do I do?
When you
get your final invoice after the end of the month.
Please send an email with the reasons you believe
the calls are billed wrong. Make sure that you include
your account number (group number) in the e-mail subject.
Attach the invoice and mark the calls you want United
World Telecom to review in BOLD. We will then review
the dispute and notify you of the outcome within 25
days. Send this email to billing@uwtcallback.com.
13.
I have one call noted as “90sec+NoValidDest” on my
invoice. What does that mean?
This means
that you have made an incomplete call that lasted
more than 90 seconds. United World Telecom does not
charge for busy calls or incomplete calls unless one
stays on the line for more than 90 seconds. To avoid
this please make sure to press # key three times (#
# #) if you see that you are not being connected after
60 seconds.
14. How does United World Telecom
time a call?
If your calls
is connected to the destination, your charge for the
call will start from the time you receive the callback
until you hang up or press # # # for another call
or press * * * to end the session. Pressing # # #
for another call will reset the timer and begin a
fresh count.
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