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Frequently Asked Questions
 
Choose a subject from the list below for answers to all your frequently asked questions.
If you still have questions, please contact us.
General
Switching to IDT
Signing Up Online
Billing & Surcharges


Conferencing: IDT Connect
Corporate Calling Card
Personal
Unlimited Local Calling
Triple Play
Long Distance Calling
International Calling Calling Cards: Global Call
International Wireless

Prepaid Cards

United States:
  • Awards2Go Visa Award Card
    (The Award2Go Visa Cards are issued by University National Bank pursuant to a license from Visa U.S.A. Inc and may be used wherever Visa debit cards are accepted. University National Bank; Member FDIC.)

United Kingdom:
General
 
1. What if I have a question about my account or an order?
IDT’s regular customer service hours are 8 am to 8 pm EST, Monday through Friday. Please call 1-800-889-9126. For emergency service and repair, our local tech support is available 24/7, everyday. Please call 1-800-889-9126.
 
Switching to IDT
 
1. Is there a switching fee if I change to IDT?
IDT does not charge a fee when switching your service. A fee may apply when switching long distance carriers by your current provider. Fees vary by territory.
 
2. Do I have to call my local phone company to switch my long-distance service to IDT?
Probably not. In most cases, we can take care of it for you. Sometimes, however, a local company will insist on hearing directly from the customer. If that's what happens to you, call IDT Customer Service at 1-800-889-9126 and we'll help you complete the switch.
 
3. I tried to switch to IDT Long Distance, but my local phone company couldn't do it. Why not?
Probably for one of two reasons. The first is you most likely have a security block on your line called a "PIC Freeze." That prevents long-distance companies from grabbing your business without your express authorization. To "unfreeze" your line, call IDT Customer Service at 1-800-889-9126 for the right code to give your local phone company so they can complete your switch to IDT Long Distance.

The second reason may be that there is a long-distance service restriction on your line (usually something like an unpaid deposit or outstanding balance). Call IDT Customer Service at 1-800-889-9126 to identify the problem so we can help you complete your switch to IDT.

 
4. I thought I switched to IDT, but I've been told some other company is my new long-distance carrier. What gives?
In certain areas, carriers named Global Crossing, Frontier and Allnet provide the network we use to deliver our service. If those are the companies you heard from, don't worry. Your service has been switched to IDT and you'll receive IDT bills. If another company was cited or you were not billed by IDT, please call 1-800-889-9126 to talk to a Customer Service representative.
 
5. There are only two types of calls, local and long distance. Right?
Actually, there are four (not including international): local calls, state-to-state long-distance calls, in-state long-distance calls, and calls that go beyond your local calling area but don't go far enough to be considered long distance.

When you choose IDT as your long-distance carrier we will handle both your state-to-state and in-state long-distance calls. You may choose another carrier for "Regional Toll" or "Local Toll" calls (calls that stay within your state that are not considered long distance). These calls can be handled by your local phone company or, if you prefer, by IDT. To find out what IDT would charge to handle these calls, and how to make the switch to IDT, just call 1-800-889-9126.

 
6. Who determines where my local calling area ends and a toll area begins?
By law, this is determined by your local phone company. If you want to know the extent of your regional calling area, check your local phone book.
 
7. Why does IDT have different long distance rates for some customers?
Your rate depends on where you live and who provides your local phone service. IDT offers you the lowest rate we can based on what your local company charges us for handing off your long-distance calls. For example, if your local provider is a regional Bell operating company, we offer a rate of 5¢ per minute for all your state-to-state long-distance calls. If your local provider is an independent company, we offer a rate of 5.9¢ per minute.

Also, in-state long-distance calls are usually more expensive than state-to-state because local companies generally charge us more for handing off these calls.

 
8. Will my long-distance be part of my regular phone bill?
You will receive a separate bill for your IDT Long Distance service. Customers who have authorized automatic credit card payment will receive an itemized monthly billing statement.
 
Unlimited Local Calling
 

IDT’s Unlimited Local & Long Distance Plans

Can you tell me more about IDT’s Unlimited Local & Long Distance Plans?
Sure! IDT’s Unlimited Local & Long Distance package is only $44.95 a month and allows you to place as many local, in-state, and state-to-state long distance calls as you want! This plan also includes popular free features such as Caller ID, Call Waiting, Speed Calling, 3-Way Calling and more! The IDT Unlimited Local & 3.9¢ Long Distance plan is only $33.95 a month and allows you to place as many local, in-state calls as you like and you pay only 3.9¢ a minute for state-to-state long distance calls. This plan also includes popular free features such as Caller ID, Call Waiting, Anonymous Call Rejection and more! And, with 30 second increments, not rounded up to the next minute like other phone companies, you’ll pay the same low, long distance rates, all day, everyday. Select the plan that meets your calling needs.

There are only two types of calls, local and long distance. Right?
Actually, there are four (not including international): local calls, state-to-state long distance calls, in-state long distance calls, and calls that go beyond your local calling area but don't go far enough to be considered long distance.When you choose IDT as your long distance carrier we will handle both your state-to-state and in-state long distance calls. You may choose another carrier for "Regional Toll" or "Local Toll" calls (calls that stay within your state that are not considered long distance). These calls can be handled by your local phone company or, if you prefer, by IDT. To find out what IDT would charge to handle these calls, and how to make the switch to IDT, just call IDT Customer Service at: 1-800-889-9126.

Can I take Unlimited Local Calling without taking Long Distance?
IDT does not sell "local only" service. With our unlimited local and 3.9 cent plan, you only pay for the calls that you make. You may not need the service today, but you may need in the future and knowing it's already there is a plus!

Can I add an additional line to my Plan?
Yes. Once you select one of IDT’s Unlimited Local Plans, you can add IDT service to your other phone lines for just $26.95 a month during the online sign-up process. You get unlimited local calling, and usage-based regional and long distance. What is an Inside

Wire Maintenance Plan? Do I need one?
You are responsible for the cost of repairs to your inside wire. For only $3.95 per month, per line, IDT Inside Wire Maintenance service covers the diagnosis and repair of the inside telephone wires and jacks that provide dial tone services. With this service, you will not have to pay any labor or material charges if you need a telephone technician to make repairs covered by the plan. This plan will go into effect 30 days after your IDT telephone service has been established.If you live in an apartment building, dorm, co-op, nursing home, or other group living facility, contact your landlord or manager to determine responsibility.

Service Related Questions About Joining IDT

Can I manage my account online?
Of course! IDT's Online Account Center is a free service that allows you to track most calls, review statements and make online payments. You can also contact IDT Customer Service directly from the Account Center.Is it safe to send my confidential information over the Internet? Absolutely! IDT has taken steps to ensure that your credit card or other sensitive information is not sent unprotected over the Internet. Through the use of a security protocol known as Secure Sockets Layer (SSL), we encrypt your information prior to transmission over the Internet so it can't be read by anyone else as the information travels from your computer to ours.

Is there a switching fee if I change to IDT?
No. IDT does not charge a fee when switching local service. A fee may apply when switching your local or long distance carriers by your current local provider. Fees, if any, vary by territory and can be verified by your provider.

Can I keep my current phone number?
Yes. Switching to IDT's Unlimited Local and Long Distance Service does not affect your current phone number or disrupt your service in any way.

I'd like to change my phone number. Can you do this for me?
If you'd like to change your phone number, call your local service provider. When you receive your new phone number, just call IDT Customer Service at 1-800-889-9126, and we can switch your phone service over to IDT. It’s that simple!

My local service provider is also my cable company. Can I still switch to IDT?
Possibly. You need to determine if the phone service is digital (through the cable) or analog (through a standard phone jack).
If it's analog, just call an IDT Customer Service Representative at 1-800-889-9126 to help you make the switch to IDT, or sign up online.
If it's digital, and through a cable wire instead of a standard phone wire, we currently do not have the capability to provide service on that line.

Why is there a block on 900/970 numbers?
IDT automatically blocks calls from third parties including adult lines, chat rooms and horoscopes.IDT has had a great amount of exposure and fraud by not blocking 900/970 calls, so it has become a mandatory part of all sales. IDT cannot remove this block.

Do you offer call-blocking options?
Yes, options such as: block *69 (Return Call), *66 (Repeat Call), DA Completion, Collect Calls, Third Party Billing calls.
In addition, you may add any number of free call blocking options at the time of sign-up. If you want to change any of your blocking options after the initial sign-up, contact IDT Customer Service at 1-800-889-9126; you will be charged a request fee of $4.95.

My phone is disconnected. Can you switch my service to IDT?
IDT cannot activate disconnected phone lines at this time. Call your current local service provider and have your phone line reconnected. Once it's connected, you can transfer to IDT by calling 1-800-889-9126 or sign up online.

Billing & Surcharge

What are the advantages of IDT Online Billing?
IDT’s Online Billing gives you better access to your bill and more control over your account. It's easy, convenient, secure - and 100% online.

Is IDT Online Billing secure?
Yes. At IDT, we understand that security and privacy are important to you, so we've taken steps to ensure that your checking account number, credit card number, or other sensitive information is never sent unprotected over the Internet. Through the use of a security protocol known as Secure Sockets Layer (SSL), we encrypt your order information prior to transmission over the Internet so it can't be read in transit. Your name, address, payment information - anything about your account - cannot be read by anyone else as the information travels from your computer to our network. Look for the lock in the lower left corner of your browser window. In a secure area this will be closed.

What can I expect to see on my first bill?
Our bills are simple. You'll see two line items: 1) the monthly service charge if applicable for your phone service and 2) the taxes and surcharges.Like other phone companies, IDT bills for its services one month in advance for the first full month. These charges will be prorated from the date your service was first activated, so your first bill may be higher than your subsequent bills. These charges will be clearly identified. After the first bill, future bills will only include charges for one full month.Taxes and surcharges include FCC mandated charges like the Universal Service Fund and the FCC Subscriber Line Charge. Depending on where you live, other taxes and/or surcharges may apply. These should be similar to what you've seen on phone bills from your previous service provider.

What is the National Carrier Charge?
IDT is required to pay several federal charges based on your interstate and international usage. We have grouped this together under one charge, the National Carrier Charge, to keep it simple. Except for the service plans listed below in this section, the National Carrier Charge is 8.5% (6.99% in New York) of your state-to-state charges, international charges and your monthly fee combined. For subscribers’ receiving IDT’s “America Unlimited”, “America Choice” and/or “Additional Line” Service Plans, the National Carrier Charge is $2.47 per line. The NCC is a standard usage charge associated with the Company's service and is not a government-mandated charge or tax.

What is the Local Number Portability Fund?
Local Number Portability is a service that allows customers to keep their telephone numbers even if they switch to another telephone service provider. The Federal Communications Commission (FCC) allows telephone companies to recover the cost of upgrading their system to provide this service.

What is the Telecommunications Relay Fund?
The Telecommunications Relay Service Fund (TRS Fund) charge supports the service that enables speaking and/or hearing-impaired individuals to communicate over the telephone network. Under Title IV of the Americans with Disabilities Act (ADA), all telephone companies must provide relay services free of charge to users either directly or through state programs throughout the 50 states, the District of Columbia, Puerto Rico, and all of the U.S. territories. This charge varies by state and is also known as the Telecommunications Access System Act Surcharge or as compliance with the Americans With Disabilities Act.

What is the Subscriber Line Charge?
This is a fee that the Federal Communications Commission (FCC) allows local phone companies to charge to recover a portion of the costs of completing long distance calls on their local networks.

Who can I call if I feel my utilities credit check is incorrect?
If you feel that your credit profile was incorrect, call Equifax at 1-800-685-1111. They will be able to answer questions regarding your credit.

 
International Calling
 
1. Where can I find more information about IDT's international calling plans?
Click here to learn about our international calling plans.
 
2. Can I purchase an international plan without purchasing a domestic Long Distance plan?
No, your domestic long distance provider has to be the same as your international provider and vice versa.
 
Signing Up Online
 
1. Is it safe to send my confidential information to IDT over the Internet?
Yes. At IDT, we understand that security and privacy are important to you, so we’ve taken steps to ensure that your checking account number, credit card number, and other sensitive information is never sent unprotected over the Internet. Through the use of a security protocol known as Secure Sockets Layer (SSL), we encrypt your information prior to transmission over the Internet so it can’t be read in transit. Your name, address, payment information—or anything else about your account—cannot be read by a third party as the information travels from your computer to ours. If you’re unsure whether you’re giving information on a secure Internet server, look for the lock in the lower left corner of your browser window. In a secure area the lock will be closed.
 
2. What is required to sign up for IDT Long Distance service online?
When you order IDT Long-Distance Service online, all you have to do is select the package that’s right for you, provide your service address and billing information, and agree to a method of payment.
 
Billing & Surcharges
 
1. What is EZPay?
EZPay conveniently allows you to have your monthly payment deducted automatically, on the payment due date, from your debit or credit card. And EZPay is free to use.
 
IDT accepts MasterCard®, Visa®, American Express® and Discover® card. We also accept Visa® and MasterCard® debit cards and automatic withdrawals from your checking account.
 
2. Will I receive monthly statements when I use EZPay?
Yes, when you pay with EZPay you will continue to receive your monthly statement by mail. You may also choose to receive monthly email notification when your bill is available to view online.
 
3. What can I expect on my first bill?
Our bills are simple. You’ll see two line items: 1) the monthly service charge if applicable for your phone service and 2) the taxes and surcharges line item.

Taxes and surcharges include FCC mandated charges like the Universal Service Fund and the FCC Subscriber Line Charge. Depending on where you live, other taxes and/or surcharges may apply. These should be similar to what you’ve seen on phone bills from your previous service provider.
 
4. What is the National Carrier Charge?
IDT is required to pay several federal charges based on your interstate and international usage. We have grouped this together under one charge, the National Carrier Charge, to keep it simple. The National Carrier Charge is 6.99% of your state-to-state charges, international charges and your monthly fee combined.
 
5. What is the Telecommunications Relay Fund?
The Telecommunications Relay Service Fund (TRS Fund) charge supports the service that enables speaking and/or hearing-impaired individuals to communicate over the telephone network. Under Title IV of the Americans with Disabilities Act (ADA), all telephone
companies must provide relay services free of charge to users either directly or through state programs throughout the 50 states, the District of Columbia, Puerto Rico, and all of the U.S. territories. This charge varies by state and is also known as the Telecommunications Access System Act Surcharge or as compliance with the Americans With Disabilities Act.
 
6. What is the Subscriber Line Charge?
This is a fee that the Federal Communications Commission allows local phone companies to charge to recover a portion of the costs of completing long distance calls on their local networks.
 
7. Who can I call if I feel my utilities credit check is incorrect?
If you feel that your credit profile was incorrect, call Equifax at 1-800-685-1111. They will be able to answer questions regarding your credit.


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