HELP CENTER
APPLICATION AND INSTALLATION
If ordering new services, just have your form of payment ready. Our support team will reach out to you to discuss your call flow and setup.
If you are porting numbers or transferring from another carrier have the following documents ready:
1. A CSR document from your current carrier.
2. Your most recent bill from your current carrier.
3. A LOA form filled out.
Some service providers do not provide a CSR or charge for it, in this case just contact our support team and they will work with you in these rare cases.
Once the order is placed, the only waiting time is the shipment and setup of the phones. During this time we prefer to handle any porting issues, call flow setup, and any specific custom configurations required.
The minimum plan available is a single phone with one number. Included in all plans are unlimited minutes and unlimited simultaneous calls.
Most of the time, the simultaneous call limit is reached by the phone limitation of between 8 and 20 calls. The plan cost currently for this is $27.25/month with a one-time fee of $3.00. This is the month-to-month pricing, if you wish to enter into a yearly contract, pricing can be negotiated based on usage.
What separates PhonesForward from other VOIP companies is that we provide packages that are straightforward and simple to understand. Comparing apples to oranges is a waste of time for everyone. Included in every plan are unlimited minutes and unlimited simultaneous calls.
Now there are some physical limitations and obviously, some threshold tracking to determine the type of client whether it is a standard client or a call center client. This is the only distinction we make regarding the type of client and pricing available.
There are also no contracts although there is the option to enter into a yearly contract if better rates or volumes are needed. We have never had a business client run into any issues with minutes or simultaneous calls.
Upgrading is easy. You can log into your account to manage your services or call our sales team. You may also contact your IT or MSP provider to upgrade services.
PAYMENT AND REFUND
Payment is always made on the first day of service. If payment fails, service is shut off but not before our sales team makes an effort to reach you directly about your failed payment. Payment options include credit card, debit card, and PayPal.
We bill on the first day of service. The first day of service is the day you sign up. If you sign up on the 5th of the month you will be billed on the 5th of every month. You will receive an invoice via email and a receipt of payment. We prefer automatic payments to avoid any issues with phone service.
There are no refunds for unused minutes as every plan has unlimited minutes and unlimited simultaneous calls. As a general policy, we do not issue refunds as the type of service we offer is used from the moment it is activated up until the cancellation or until the service is shut off for non-payment. If you feel you deserve a refund, please contact our sales team to discuss the matter.
TERMINATION
All plans are month-to-month unless you have contacted our sales team to specifically request a yearly contract. There is no lock-in period. If you wish to switch service providers and keep your number there is a $20 one-time porting fee.
Your service will always renew on your service start date. If you wish to cancel services, make sure you cancel before the renewal date. If you are unsure of what that date is, you may look at your invoices or contact our sales team.
There is no cancellation fees as each service period is renewed on the day it started each month paid ahead for the current service period. The only fee that might be associated to cancellation is a porting fee of $20 if you wish to keep your number and port to a new service provider.