Pinnacles Telephone Co.

     FAQ

Frequently Asked Questions

Toll-Free Phone Numbers 

What are the toll-free numbers?      Toll-free EAS (Extended Area Service) and local calling areas of our exchange include: Pinnacles Monument, Tres Pinos and Idria.  Prefixes of phone numbers in these areas are: 831-389; 831-693; 831-299; 831-628; 831-821; 831-921 and 831-996.  All other calls, except those to 800 numbers, are long-distance calls.

Internet Questions

Why can't I connect to the Internet?
Write down any error messages, exactly as stated, and contact our tech. support (831) 389 4500.

What does an error message mean?

Error messages are produced for a number of reasons; our Technical staff will be able to determine the cause and the repair procedure.

How much faster is High Speed Internet that Dial-up?

You will hear the term “bandwidth’ which indicates the size of the “pipe” that carries data to and from your computer.  For example, the bandwidth for dial-up is up to 56K, whereas the base speed for our High Speed Internet is up to 10Mbps (this is a much larger pipe) which means that your data will move 200 times faster.

Do I need special equipment for High Speed Internet?

In most cases, all you need is a DSL modem and a computer equipped with an Ethernet connector.  Call us to discuss your internet connection needs.  We can help you design your Local Area Network, recommend local suppliers of DSL modems and provide contact information on local, competent computer support personnel when needed.

Can I connect more than one computer to the High Speed Internet?

Yes.  You'll need a router (wired or wireless) to accomplish this.  Call us for help or equipment recommendations.

Why should I use a surge protector or battery backup?

A battery backup will prevent loss of data (including your almost-complete document that you've been working on) in the event of a power outage.  Without a battery backup, unsaved work will be lost when the power fails.

Internet Safety

Why should I use virus protection software?

 

Billing FAQs

Why is my bill so high?

First, do you subscribe to any of our custom calling features?  If nothing has changed, and you have questions please call (831) 389 4500.

Can you explain the charges on my bill?

If you contact us we will be happy to explain all charges shown on your bill.

Can I pay my bill with a credit card?

No, this is not available at Pinnacles Telephone Co.

How can I get my account balance?

If you contact us, we will tell you what your current balance is.

Why am I charged an “Interstate access charge” when I never call out of state?

The interstate access charge is a requirement of the Federal Communication Commission.  It is intended to help level the cost of phone bills throughout the U.S.  It is a required charge on all local telephone companies.

What are “Federal Universal Service” and “State Universal Service”?

The Universal Service Fund, both State and Federal, is a pooling agreement for most telephone companies, regulated by the FCC and the State Public Utility Commission to help defray the cost of telephone service in high cost areas.

 

Phone Service

How do I set up a new telephone service?

If you are new to our Company, or if it has been a while since you have had service, you will need to fill out an application for new service, which we will supply from our office.

Why doesn’t my phone work?

The best idea is to contact us and let us know what problem you are experiencing so that we are able to help you.

How long does it take to get my phone connected?

We estimate 24 to 48 hours for you to get service.  However, inside wiring may need to be done which will extend the time for service connectivity.

 

Long Distance.

Who is my Long Distance Carrier?
You select your own Long Distance Carrier, and then contact us so that we can add it to your phone service. Pinnacles Telephone Co. does not bill for long distance service; "Your Long Distance phone service provider will bill you directly".

When establishing new Long Distance, or changing providers, the long distance provider may take several days before long distance service commences. When establishing a new phone line there is no charge to add a long distance provider. If you elect to change your long distance provider the “new’ provider will authorize us to change your carrier; this can take several days. After the initial selection there is a $5.00 charge to change carriers.

What Do We do with your data?

Unless you want your name and phone number published, or listed, Pinnacles Telephone Co will not disclose this information to anyone except those firms related to our provisioning, billing and operational matters.

 

Calling Features

What custom calling features am I currently subscribed to?

Get your last bill from Pinnacles Telephone Co., where the custom calling features will be listed.  If you still have questions, please contact us and we'll be glad to explain them to you.

Nuisance Calls

Nuisance calls may take any of three forms: The sales/telemarketing calls, political advertisement/survey calls or threatening/harassing calls.

The National Do Not Call Registry gives you a choice about whether to receive telemarketing calls at home.  You can put your phone number on the FCC’s “Do Not Call” list to reduce the number of telemarketing type calls you receive; go to www.donotcall.gov  to add your phone number to the "do not call" list.  To register by telephone call 1-888-382-1222.

 

Nuisance, but non-threatening calls, are an annoyance. You may use CallerID to identify the caller before you answer. Call Blocking may help if the caller uses only one phone and we may be able to help with this. Dedicated callers however, seem to be able to circumvent these techniques and we have found the best solution is to change your phone number to an unlisted number.

 

Threatening calls are illegal and can be stopped by legal means. If you experience this type of call, contact us and we, with your permission, will initiate the process.