Harbor Communications’ Wi-Fi and Business Telephone System FAQs for the Gulf Coast Area Does Harbor provide residential services? Unfortunately, at this time Harbor does not offer services for houses unless it is a property that has an association or property management team. If you are curious about what is available, have your association or property management team get in touch with our sales staff at 866-414-9090 or locally at any of the numbers on our Contact Us page. How do I report trouble with my service? Please call our Customer Care department at 866-414-9090 or locally at any of the numbers on our Contact Us page. What information do I need to provide when reporting trouble? Please be ready to provide your name, your company name, telephone number (or Circuit ID, if known), and a detailed description of the problem, including the date/time problem first began, any number you may be trying to call, and any recording you may be getting. What if I have a problem after hours? Please report them the same way you would normally report them during business hours, by calling our Customer Care department at 866-414-9090 or locally at any of the numbers on our Contact Us page. What features are available in My Account? Ability to View Your Account Balance Ability to View Your Tickets and Ticket updates Live Chat with Customer Service View and Download Statements View Your Payment History Set up Autopay View and download CDRs Create specialized reports about your call history Change Your Billing Email What are the password requirements for my account? Your password to log into the Billcenter has a minimum requirement of: An Uppercase letter A Number A Minimum of 8 characters At least one special character: !@#$%^&*() This requirement is to help protect your confidential information stored on the account. Call Detail Records: How can I view call reports? In order to pull reports on your call history, you must first create an online account. Once in your account, click on Reports at the top of the page, you can pull custom reports based on your needs. There is also a general report labelled Usage Report at the top of the page. Our reports pull 10,000 or 50,000 entries in a live view (depending on the report) and will export up to 2,000 entries into an excel file. If you would like a complete view of your call history, you can click on Downloads at the top of the page. There is a tab labelled Call Data Records. The data files stored here are available for you to download and edit as needed. However, these files are an unsorted dump of all information for the month of your invoice and will be need to be adjusted to your needs. What is the difference between an Interstate and an Intrastate call? An Interstate call originates in one state and terminates in another. An Intrastate call originates and terminates within the same state but between two different LATAs (Local Access and Transport Areas—geographic regions set up to differentiate local and long distance telephone calls within the U.S.). What is the difference between Intralata and Interlata calls? Intralata calls are calls within the same LATA (region). Interlata calls are calls from one LATA to another, which can be within a state or, if LATA boundaries cross state lines, from one state to another. Intralata and Interlata calls may be billed at different rates. How do I add or remove calling features or other services to my account? Please contact Customer Care by calling at 866-414-9090 or locally at any of the numbers on our Contact Us page to add or remove features or services. Is there a charge associated with moves, add-ons, or changes to my account? Yes, charges may apply depending on contract terms, location, and extent of changes. Our Customer Care Representatives can help you with the answer to your question. Can I expedite my order, and is there a charge for this? In some cases—depending on the type of service being ordered—you may be able to request an expedite of your order. Additional charges do apply and these charges vary based on how soon service is needed. Please contact your account representative for more details regarding this type of request. My business is moving. How soon do I need to provide notice to Harbor? The time required to move services from one location to another would depend on the type of services being moved, and whether network facilities are available at the new location. Harbor requests that our customers provide us with notification of moves at least 45 calendar days in advance of the expected move date for T1s and PRIs, and at least 15 business days in advance of the expected move date for individual lines. I’m not able to make long distance calls. Who should I contact about this? If your long distance service is through Harbor, please contact our Customer Care department. Please be ready to provide your name, your company name, telephone number (or Circuit ID, if known), and a detailed description of the problem, including the date/time problem first began, any number you may be trying to call, and any recording you may be getting. If another company provides your long distance service, please contact that service provider to open a trouble ticket. Can I forward my number to another number? If you have subscribed to call-forwarding with Harbor, your number can automatically be forwarded for a limited time in the event of an outage. If you have not subscribed to this feature, you can request pricing information by contacting our Customer Care department at 866-414-9090 or locally at any of the numbers on our Contact Us page. What is Slamming? Slamming is the illegal practice of changing a customer’s telephone service from one carrier to another without the customer’s knowledge or consent. What should I do if I think I’ve been slammed? Contact the unauthorized carrier to explain that you did not authorize any change and request to be switched back to your original carrier. You can also contact your authorized carrier to let them know what has happened and that you want to return to their service. Under FCC rules, you are not required to pay for the first 30 days of service after being slammed. If you have already paid, the FCC provides guidance on their website regarding how you can go about requesting reimbursement and how to file a complaint if you should choose to do so. What is Cramming? Cramming is the illegal practice of adding unauthorized, misleading, or deceptive charges to a customer’s telephone bill for services the customer did not order. How do I dispute a charge on my bill? Should you notice a charge on your bill that you think is incorrect, please bring it to our attention by calling our Customer Care department at 866-414-9090 or locally at any of the numbers on our Contact Us page. We will be happy to go over your bill with you and help you get it straightened out. You have 60 days from the date the statement was issued to dispute any charges. What can I do if I find charges on my bill for services I didn’t order? It is important that you know what services you order and are being charged for. If you discover a charge on your bill for a service you did not authorize, contact your carrier immediately. The FCC also offers guidance on its website on what to do to resolve the problem. Who should I call if I have billing questions? Contact our Customer Care Team at 866-414-9090 or locally at any of the numbers on our Contact Us page. Why is my first bill higher than expected? Like most other carriers, Harbor bills your local service, data, and internet charges one full month in advance. As a result, in addition to your first full month’s charges, your first bill will contain prorated monthly recurring charges for products and services billed from your installation date up to your bill cycle date. In addition, any installation charges you may have incurred will be detailed on this first bill. What are my options for paying my bill? U.S. Mail: Return the remittance portion of the first page of your invoice along with your check. Our mailing address is: P.O. Box 2063, Mobile, AL 36652. Payments made by U.S. mail will be posted to your account no later than the next business day after receipt. If you are paying by checking account, please allow up to 5 days for your payment to post. Online: Click My Accounts in the main menu and follow the link provided there. You will first need to sign up for your online account. If you need assistance creating that account, please contact our Customer Care team at 866-414-9090 or locally at any of the numbers on our Contact Us page. Once signed in, you can make a payment inside your account. Payments made online will be posted to your account no later than the next business day. Phone: Call Customer Care at 866-414-9090, 251-662-1532, or 504-300-1532. You will need to have your Harbor account number handy as well as a credit card at the time of the call. Payments made over the phone will be posted to your Harbor account no later than the next business day.