FAQ

FAQ2019-03-17T06:47:41+00:00
How does a customer become exempt from the FUSF Surcharge?2019-02-28T17:35:40+00:00

Customers may be exempt from paying FUSF to FTS if EACH of the following three requirements is met:

  1. The Customer is registered with the FCC and has an FCC Filer ID
  2. The Customer is shown as a ―Universal Service Fund Contributor‖ on the FCC‘s website at: http://fjallfoss.fcc.gov/cgb/form499/499a.cfm
  3. The customer signs and submits the FUSF exemption form.

You may direct other tax related questions to your FTS account team

Although FTS cannot provide tax advice to a third party, we will be happy to speak to your tax advisers if you have any questions.

How does my company qualify for the resale exemption?2019-02-28T17:34:43+00:00

Availability of the resale exemption from state and local taxes depends upon the customer being registered to collect and remit taxes in that state for telecommunications and/or sales tax. This is independent of the customer‘s registration with the FCC. For every state in which your company is registered, you must fill in your registration number for that state on an exemption certificate. The customer may be exempt from taxes in some states but not others, or not exempt in any state.

Are there instances where my company can claim an exemption from these taxes, fees and surcharges?2019-03-17T06:47:41+00:00

In some situations, customers may be exempt from certain taxes and surcharges. This is usually in the case of customers who are reselling the services they purchase. Some customers can claim exemption as a charitable, government or religious organization. It is the customer‘s responsibility to advise FTS of its tax-exempt status and properly document that status. FTS will bill tax and surcharges until proper notice of exempt status and properly executed exemption documentation is provided.

FUSF Surcharge – What is the Universal Service Surcharge?2019-02-28T17:33:18+00:00

All telecommunications providers that offer interstate and international voice and data, private line, directory assistance and other regulated services in the United States are required by the FCC to contribute to the FUSF. All retail customers currently purchasing interstate and international voice and data services are subject to the surcharge. Wholesale customers, those registered carriers that resell FTS services, may be exempt from the surcharge if they contribute to the FUSF directly. FCC regulations specify that carriers pay the FUSF charge on services sold to end users.  As such, resellers that are wholesale carrier customers may be exempted.

You can find more information about the Universal Service Fund at: www.fcc.gov/general/universal-service

What if I am located outside of the U.S.?2019-02-28T17:36:36+00:00

FTS’s services are provided within the United States and are subject to federal, state and local taxes, fees and surcharges. U.S. tax laws apply taxes based on the location of the service.

Can FTS provide a matrix showing the federal, state, and local taxes applicable to each service?2019-03-17T06:47:41+00:00

Different taxes apply to different charge types depending on the laws in place in the state where the service is provided.  Although FTS can look up individual state and local rates applicable to a service, the sheer quantity of rates and product combinations makes it impossible to chart out a table easily.  Since most taxes are imposed directly on the customer, rates can be obtained directly from state and local tax authorities in the location your service is being provided.

What is the rate of the tax, fee or surcharge that I am being charged?2019-02-28T17:29:53+00:00

Tax and fee rates vary based on the service location, the service being purchased, and other variables. For example, the FUSF can be 17% or more. The combined state and local taxes can range from 0-17% or more.

Why am I taxed at specific locations?2019-02-28T17:29:13+00:00

All customers must pay state and local taxes for the states and cities in which the service is provided.

What does FTS do with the amounts of tax collected?2019-02-28T17:28:21+00:00

Most of these charges are imposed directly on the customer and are collected and remitted by FTS as an agent for the taxing authority. Others are reimbursement of amounts paid by FTS.  All taxes, fees and surcharges are charged at their statutory rates by FTS and are not marked up in any manner.

What federal, state and local taxes, fees and surcharges does FTS bill to customers?2019-02-28T17:27:34+00:00

FTS bills the following when appropriate:

  • State and Local (County, City, Special District) Sales Taxes
  • State and Local Telecommunications Taxes
  • E-911 Fees
  • Gross Receipts Tax Surcharges
  • Federal and State Universal Service Fund Surcharges
  • State Regulatory Fees
  • State and Local Right of Way Fees
What is VoIP?2019-03-17T06:47:41+00:00
Q What is VoIP?
   A VoIP is a means of transmitting analog voice signals over a digital network. Small to medium-sized business (SMBs) are increasingly turning to voice over IP (VoIP) solutions as an alternative to traditional public switched telephone networks (PSTNs). Instead of your voice being transmitted over analog phone lines, your calls will be routed through networking equipment and travel by way of Internet Protocol. Since phone calls are placed through the internet, phone companies and long-distance charges are bypassed. Commercial users of VoIP technologies can save money and cut costs by installing VoIP hardware instead of using telephones which can accumulate hefty long distance charges.
How does FTS’s VoIP service work?2019-03-17T06:47:41+00:00
Q How does FTS’s VoIP service work?
   A FTS contracts with the leading national carriers to offer you the best, most reliable internet access, at the best price, to support your voice needs. FTS is a complete business communications solutions provider. We offer inbound, outbound, and two-way calling with a variety of available features. Contact your Account Executive for specific details on how FTS’s VoIP service can give your business an edge over the competition.
Do I need VoIP?2019-03-17T06:47:41+00:00
Q Do I need VoIP?
   A Many businesses can save money by switching to VoIP for their voice communication needs. Our Account Executives can help you explore options and find out how much your business can save. Additionally, the option of running voice and data communications over the same circuits is another way to save money.
Can VoIP make my business more competitive?2019-03-17T06:47:41+00:00
Q Can VoIP make my business more competitive?
   A Definitely. Depending on your communications needs, VoIP has the potential to deliver significant savings on communication, letting you allocate valuable resources where they should be allocated: growing your business.
What kind of equipment do I need for VoIP?2019-03-17T06:47:42+00:00
Q What kind of equipment do I need for VoIP?
   A Many current phone technologies are capable of running VoIP. If you currently have a PBX, our Account Executives can help you determine whether you’re ready for VoIP. FTS also offers hosted IP-PBX, allowing you to avoid the hassle of maintaining your own equipment.
What features does FTS’s service have?2019-03-17T06:47:42+00:00
Q What features does FTS’s service have?
   A FTS offers a variety of VoIP service packages with myriad features, priced and configured according to the specific needs of your business. We are a complete business communication solution provider. Contact your Account Executive for specific details on how FTS’s VoIP service can give your business an edge over the competition.
What happens if I move?2019-03-17T06:47:42+00:00
Q What happens if I move?
   A FTS’s Customer Care Specialists work hard to make your company’s move as seamless as possible. They will make the necessary arrangements with your data carrier to set up your service and get it connected at your new location.
What are my options to make changes to my services?2019-03-17T06:47:42+00:00
Q What are my options to make changes to my services?
   A To upgrade or downgrade your service there are several options that can be discussed with your Account Executive. If you are not sure of your Account Executive’s contact information, please call Customer Care at 800-649-2211 and they will provide you the information.
Installing your ATA or IP Phone2019-03-17T06:47:42+00:00
Q Can I use another power adaptor other than the one supplied by the manufacture for the ATA or IP Phone.
   A NO. You must use the adaptor provided by the manufacture of the device. If you use another power adaptor you will destroy the ATA or IP Phone. This will void all warranties and will not work. Many times the power adaptor may look the same and fit the same plug but do not use another adaptor execpt the one provided with your specific ATA or IP Phone.
How long is it going to take to fix my issue?2019-03-17T06:47:42+00:00
Q How long is it going to take to fix my issue?
   A FTS takes customer support seriously. We employ highly trained technicians to keep you up and running. Many problems can be resolved remotely, while some problems require a more in-depth approach. We will work hard to solve your specific issues as fast as we can.
How long does porting numbers take?2019-03-17T06:47:42+00:00
Q How long does it take to port your number?
   A FTS can transfer your existing phone numbers to your new Business VoIP system. It typically takes1-2 weeks to complete the porting process, depending on how many numbers you have to transfer. We realize that speed is essential; most of our small and medium-sized business customers have found that the process can be completed in about 10 days
How do I disconnect my service?2019-03-17T06:47:42+00:00
Q How do I disconnect my service?
   A If at any time you choose to terminate your service with FTS, let us know 30 days prior to the final date on which you need access to your service. We’ll handle the rest.
Does this company have any references of people running voice over IP?2019-03-17T06:47:42+00:00
Q Does this company have any references of people running voice over IP?
   A FTS enjoys a high industry-leading customer retention rate. FTS can provide you with references
Does FTS offer in-house support, or is it outsourced?2019-03-17T06:47:42+00:00
Q Does FTS offer in-house support, or is it outsourced?
   A FTS offers in-house support for all their customers. We make the entire experience transparent to the customer. Our business customers have found this to be a terrific added value to FTS’s Service
Does FTS have manuals for my phones?2019-03-17T06:47:42+00:00
Q Does FTS have manuals for my phones?
   A The most up-to-date Manuals for phones and systems provided by FTS can be found on our website here. If you need anything specific please contact us by opening a ticket.
How can I open a trouble ticket?2019-03-17T06:47:42+00:00
Q How can I open a trouble ticket?
   A If you are having difficulty with your FTS services, you can get the ball rolling quickly by opening a trouble ticket online. Point your browser to www.ftstelecom.com then click on “Contact Us.” Additionally, you can call one of our Customer Care specialists at 1-800-649-2211 . The specialists are trained to get you the answers you need. To help speed up the trouble ticket process, please make sure to include the following information:

1. Service address affected with main phone number
2. Local Contact name, number and access hours to site (this needs to be a contact at the location of the service.)

collect calls2019-03-17T06:47:42+00:00
Q can i accept collect calls with this phone service
   A Collect calls are not allowed.
How fast can I get my order provisioned?2019-03-17T06:47:42+00:00
Q How fast can I get my order provisioned?
   A FTS works hard to get your business up and running as quickly as possible. Our installation specialists will get your order provisioned in the same business day.
How long does it take to get a new VoIP system?2019-03-17T06:47:42+00:00
Q How long does it take to get a new VoIP system?
   A Typically, we can get your new Business VoIP system up and running in 1-5 business days. We maintain a large stock of local numbers in more than 300 markets, so we probably have the numbers you need in stock. If we need to secure additional numbers, the process will take 5-10 minutes.
What is hosted PBX?2019-03-17T06:47:42+00:00
Q What is hosted PBX?
   A FTS offers business the option of avoiding the purchase and maintenance of expensive telecommunications equipment. Hosted IP-PBX systems are best for businesses that want to “get out of the business of telecommunications management.” Our Account Executives can help you determine if this option is best for you.
Who are FTS’s customers?2019-03-17T06:47:42+00:00
Q Who are FTS’s customers?
   A FTS deals with business of all sizes, all around the country. We provide complete business communications solutions to small, medium-sized business and Fortune 500 companies, we have helped companies like yours achieve their communications needs.
What is e911?2019-03-17T06:47:42+00:00
Q What is e911?
   A E911 is an improvement to the traditional 911 Emergency phone system. E911 provides emergency operators with a physical address for each incoming call. This offers obvious public safety advantages. Some VoIP providers (like Vonage) direct 911 calls to a central operator, who will gather the necessary address information and forward it to the authorities. E911-compliant systems connect you – and your address – directly to the local public safety officials. Our ELS phone lines are fully E911-compliant, offering you and your employees complete peace of mind.
What does FTS do?2019-03-17T06:47:42+00:00
Q What does FTS do?
   A FTS provides premier data and voice communications solutions, along with comprehensive customer support. FTS helps small and medium-sized businesses around the country leverage cutting-edge technology and complete transparency to enable them to compete directly with large enterprise. FTS’s experienced Account Executives can help you discover how your company can save money and time by utilizing advanced VoIP and data technologies.
What can I do through the FTS portal?2019-03-17T06:47:42+00:00
Q What can I do through the FTS portal?
   A The FTS website portal is the key to managing your FTS services. Through the portal, you can send faxes, access your recorded calls, Get help, download forms and a host of other options. Go to https://FTStelecom.com to see the options.
What are international rates?2019-03-17T06:47:42+00:00
Q What are international rates?
   A FTS offers very competitive international rates. See all our rates on our website or contact one of our Account Executives for specific pricing details.
Is FTS an agent or are they the provisioning company?2019-03-17T06:47:42+00:00
Q Is FTS an agent or are they the provisioning company?
   A FTS is the provisioning company. We are not an agent. We manage the customer’s implementation, billing, and support An agent will sell the transaction and then allow another company to manage all of the support and implementation. You may never hear from that person again, whereas at FTS, we handle all of this in-house. This guarantees a seamless data and voice experience.
How good is FTS’s service?2019-03-17T06:47:43+00:00
Q How good is FTS’s service?
   A FTS takes service seriously. Our goal is to provide our customers with the best possible experience. We would not sell a service or product without fully testing it first.
Does FTS offer international phone numbers?2019-03-17T06:47:43+00:00
Q Does FTS offer international phone numbers?
   A FTS provides International Phone Numbers to many countries in addition to local numbers in more than 5,300 domestic service areas within the USA, Canada and Puerto Rico.
Can I keep my phone number?2019-03-17T06:47:43+00:00
Q Can I keep my phone number?
   A YES, Along with many other features, FTS supports number porting from almost all service providers. We can configure your system with your current numbers, offering your customers and employees a seamless transition.
Can I get new numbers as I need them?2019-03-17T06:47:45+00:00
Q Can I get new numbers as I need them?
   A Absolutely. Flexibility is a hallmark of FTS’s small and medium-sized business VoIP service. We can add additional DIDs at any time. Contact one of our Account Executives for details.
Can I get a custom toll-free or local number?2019-03-17T06:47:45+00:00
Q Can I get a custom toll-free or local number?
   A FTS maintains voice-capable SIP trunks, offering full Local Number Portability (LNP) compliance. We support local call origination from 5,300+ rate centers, covering 300+ markets. Our service footprint covers 93% of the U.S. population, with 1,000 to 10,000 phone numbers available in each unique rate center. We can request specific numbers, but cannot guarantee them. Our number porting service allows you to move the custom numbers you currently have to a FTS VoIP system.
What is call QoS?2019-03-17T06:47:45+00:00
Q What is call QoS?
   A QoS stands for Quality of Service. Quality of Service (QoS) is the idea that transmission rates, error rates, and other characteristics can be measured, improved, and, to some extent, guaranteed in advance.
Is the sound clear? Is there any jitter or latency? These are questions that determine the level of QoS.
Is my VoIP system secure?2019-03-17T06:47:45+00:00
Q Is my VoIP system secure?
   A Your VoIP system is as secure as any other data leaving or entering your network. If you employ the use of a SIP-enabled firewall, your VoIP traffic is relatively secure. For someone to gain access to your VoIP calls, they would have to steal all of the packets leaving your network. The only way to do that is to be physically present at one of the points of transmission.
How much bandwidth does each phone call take?2019-03-17T06:47:45+00:00
Q How much bandwidth does each phone call take?
   A The amount of bandwidth for a call depends on the codec that is being used. The g.711 requires about 80-90k per call, while the g.729a requires about 30k.
How is SIP affected by NAT traversal?2019-03-17T06:47:45+00:00

Q How is SIP affected by NAT traversal?
   A SIP messages, which are carried inside of data packets, also include IP address information. Traditional NAT does not ?open the packet? to change the IP information inside the SIP message. Therefore, the VoIP provider will not be able to send the call to the appropriate location. SIP requires a device to open the packet and adjust the IP information as it passes through the firewall.
Some firewall devices, known as Application Layer Gateways (ALGs), have the ability to make this change inside the SIP message. Though several ALGs are capable of SIP NAT traversal, FTS supports the Ingate SIParator and Edgewater Networks? EdgeMarc router. Other firewalls, including Sonicwall and Cisco ASA/PIX, have this capability, but FTS can only provide technical support for the Edgwater and Ingate ALGs.
Are my VoIP calls secure?2019-03-17T06:47:45+00:00
Q Are my VoIP calls secure?
   A VoIP traffic is as secure as any other data traffic you send out onto the public internet. There are ways of making the system more secure, including some technologies currently undergoing testing by FTS engineers, but none of the available technologies is yet universal. The best way to ensure security for your VoIP traffic is to employ the use of a SIP-enabled firewall.
911 Calling2019-03-17T06:47:45+00:00
Q Details about 911 Calling with the Digital Phone
   A FTS provides Basic 911 coverage nationwide and E911 where available. With E911 service, your registered address and phone number is automatically delivered to the proper local emergency call center. This information appears on the emergency dispatcher’s computer screen. If you live in an area where E911 has not yet been deployed, your call will be routed to an emergency call center through the traditional 911 network based on the information on record, however the dispatcher will not have your address and may not have your phone number.

For the purpose of providing 911 Dialing, FTS must know the physical location of your FTS telephone adapter. You will be prompted to provide this information during sign-up. If this address is not accurate or if you move your adapter to another location, even temporarily, you must use the FTS online account management portal or call customer service at (407) 331-8622 between the hours of 9:00am and 6:00pm EST to update the physical location of your adapter. If the physical location of your adapter is not accurately on record, emergency services will not be able to locate you if you are unable to speak your address or are disconnected even in areas where E911 service is available. Finally,911 service may be disrupted by power outages or outages of your Internet service.

Upon sign up, it may take several hours to process your 911 address. In the interim, FTS will send your 911 call to a national emergency response center. Changes to your information will be reflected within 15 minutes on average if there are no errors in the data provided.

You shall inform any household residents, guests and other third persons who may be present at the physical location where you utilize the Service of the important differences in and limitations of dialing 911 from a FTS phone. These limitations include but are not limited to unavailability in the event of a
power outage.

Please note that FTS WiFi service is different from the FTS VoIP service described above and is meant only for use as a secondary line. The FTS WiFi phone is intended to provide users with mobility. As such, emergency services may not be able to locate you if you are unable to speak your address or are disconnected. Additionally, 911 service is limited to the availability of compatible WiFi hotspots.

We urge you to review the “Emergency Services – 911 Dialing” section in the www.ftstelecom.comTerms of Service agreement for more information about 911 Dialing.

Why isn’t my invoice charge equal to my MRC?2019-03-17T06:47:45+00:00
Q Why isn’t my invoice charge equal to my MRC?
   A Your invoice charge includes your Monthly Recurring Charge (MRC) as well as any additional taxes, late fees or additional charges that may be assessed.
When does billing start on service?2019-03-17T06:47:45+00:00
Q When does billing start on service?
   A FTS works to get you up and running as soon as possible. Our billing department will begin billing the day your service is installed.
What is MRC? What is NRC?2019-03-17T06:47:45+00:00
Q What is MRC? What is NRC?
   A These acronyms refer to specific types of charges on your bill. MRC stands for Monthly Recurring Charge, and typically refers to the monthly payments you make for your services. NRC means Non-Recurring Charge, and is the money you pay initially for installation and initialization services.
What are my options to pay my bill?2019-03-17T06:47:45+00:00
Q What are my options to pay my bill?
   A FTS offers our customers the opportunity to pay their bills many ways.

1. Mail:
FTS
Attn: Accounts Receivable
1667 S. Hwy 17-92
Suite 101
Longwood, FL 32750

2. Online:
Point your browser to https://www.FTStelecom.com to begin.
FTS accepts Visa, MasterCard, and American Express.

3. Phone:
Contact one of our Customer Care Specialists at 1-800-649-2211 and they will take your credit card payment over the phone, or direct you to a payment center.

4. AutoPay:
You can sign up for this free service and your payment will be deducted every month from your credit card.

How are late fees assessed?2019-03-17T06:47:45+00:00
Q How are late fees assessed?
   A Late fees are assessed if no payment is made on time by the due date shown on your bill, if your payment is late, the late fee and the full payment will be due. These charges will also appear the next time a bill is run.