Frequently Asked Questions

About UsBack To The Top

Who is Pioneer Telephone?

Pioneer Telephone has been in business since 1994. Every month, Pioneer processes millions of calls within the United States and to every nation in the world that has phone service. Pioneer is able to offer such competitive rates because we operate on the most advanced 101,000 mile fiber-optic network in the world, which gives us a much lower cost structure than the older, outdated systems of some larger carriers.

Pioneer Telephone offers service to customers in all of the lower 48 states. Our call quality is exceptional, given that we utilize the underlying networks of Sprint, Level3/Wiltel, Global Crossing, Broadwing, Qwest, Verizon, SBC, Bell South and many more. Our motto at Pioneer is: Simple, Straightforward and Honest.

Is there a toll-free customer service number I can call?

Yes, 1-800-808-9000 Hours of operation are: 9 a.m. to 8 p.m., Monday through Friday Eastern Time.. After hours please go to Contact Us, and send us an email.

What is Pioneer Telephone’s mailing address?

The billing address for Pioneer Telephone and Adelphia Long Distance is:
Pioneer Telephone
PO Box 11018
Lewiston, ME 04243-9469

Our correspondence address is:
Pioneer Telephone
39 Darling Avenue
South Portland, ME 04106

Does Pioneer sell or release my email address or any of my personal information?

Pioneer Telephone keeps all customer information, given upon sign up, private and confidential. We do not release or sell either the customer’s physical or mailing address and/ or email address to any other company for advertisement or any other purpose. All credit card information is also kept secure in our Pioneer files. Pioneer Telephone does however reserve the right to expose a customer’s information under reasonable circumstances listed below. Pioneer Telephone reserves the right to release any customer information to a collection agency when a bill has gone unpaid for several months and the customer has neglected to contact us in regards to their owed balance. If their account has remained delinquent and the customer has been sent to collection, Pioneer Telephone will release that information to the local carrier and possibly to any other telephone service provider. Pioneer Telephone will also release any if not all customer information if an issue of fraud has been brought to the attention of our company by the Network we use, Global Crossing. The discharge of a customer’s information in this situation is done in the manner to resolve any issues surrounding the fraud in question. If a customer signs up for a business account then their information is released for credit checking purposes only. If none of these situations occur in the relationship between the customer and Pioneer Telephone then none of the information on the account will be released, as noted above. All rights to release any information, as listed above, can be found in our Terms and Conditions.

New CustomersBack To The Top

Is there a sign-up fee for Pioneer Telephone?

No, there is not a sign-up fee from us. However, once you sign up there will be a one-time charge to your credit card of $10.00. We charge the card $10.00 to make sure that the credit card is valid. We will then start your account with a $10.00 credit to go towards future bills.

Should I tell my previous long distance company that I am switching?

No, your previous long distance carrier should notice that you have switched away from them. If you are paying monthly fees with your previous carrier, then we do recommend that you call them to cancel your account with them once you are confirmed switched to us.

Does Pioneer Cover Switching Fees?

Pioneer Telephone does not reimburse these fees. These are charged by your local dial tone provider when you switch long distance companies.

Do I have to sign a long term contract?

No. It is Pioneer’s intention to provide you with excellent pricing, and Customer Service, so that you stay with us. You are free to switch to another long distance carrier at anytime.

Existing CustomersBack To The Top

I am moving, what should I do?

Pioneer Telephone will be happy to assist you in transferring your service to your new home and phone #. To make this transaction go smoothly, it is recommended that you provide us with approx. 2 weeks notice. In order to better assure accuracy and provide documentation, please send an email to MAC@Pioneertelephone.com and include the following information:
Account #:
Current Phone #:
Date that this line will be disconnected:
New Phone #:
Date to become active:
Who is the local carrier, providing you with dial tone?
Do you want In and Out of State service?
New Physical Address:
If you do not have access to email, you may fax a request to 1-800-646-5080, or mail a written request to:

Pioneer Telephone, 39 Darling Avenue, South Portland, ME 04106

If only your physical address is changing you may contact Customer Service at 1-800-808-9000 .

How do I Cancel My Account?

If you need to close your account with Pioneer Telephone, please send an email to Info@Pioneertelephone.com with your phone number, account number and the date that you would like to cancel your account. We would also like to understand why our customers leave us. So please include a note in reference to why you are leaving.
If you cannot e-mail a request to cancel service please contact us Mon-Fri 9am-8pm ET at 1-800-808-9000. This way one of our representatives may provide you with an alternate method of getting the cancellation request to us.

How Do I Change My Rate Plan with Pioneer?

Please email our customer service department at info@Pioneertelephone.com with your phone number and/or account number. Enclose in the email the rate you would like to change to, and where you had found the new plan.

Long Distance ServiceBack To The Top

How long does it take for my long distance service to be switched?

Approximately 5-7 business days. After 5-10 days, call our customer service department at 1-800-808-9000 Monday-Friday 9am-8pm EST.

Do I have to dial any special codes to get my low Pioneer rates?

No. You dial 1 + the number. The plastic card (if you ordered a calling card) in the welcome letter is a calling card to be used when you are away from home. Calling card rates are higher than your normal home or office long distance rates.

What are the rates to Alaska and Hawaii?

The rate for all outbound calls to Alaska and Hawaii are 6.9 cents per minute. For inbound calls on your personal toll free number from Alaska and Hawaii are 6.9cents per minute.*
*Rates quoted are current Tier A rates; customers whose dial tone service is provided by non Regional Bell carriers will in most cases pay higher Interstate and Intrastate rates.

What is the rate to Canada?

The calling rate to Canada from your number is 3.9 cents per minute.*
*Rates quoted are current Tier A rates; customers whose dial tone service is provided by non Regional Bell carriers will in most cases pay higher Interstate and Intrastate rates.

How Can I Check International Rates?

International rates will vary widely by country and the type of call you are making. Calls to cell phones for example are far more expensive in some countries than are calls to landlines. To check specific international rates click here.

How do I place an international call?

Just dial: 011 + country code + city code + local number. The following website is very good for providing International Dialing Codes: CountryCallingCodes.com

International CallingBack To The Top

How Can I Check International Rates?

International rates will vary widely by country and the type of call you are making. Calls to cell phones for example are far more expensive in some countries than are calls to landlines. To check specific international rates Click HERE.

How do I place an international call?

Just dial: 011 + country code + city code + local number. The following website is very good for providing International Dialing Codes: CountryCallingCodes.com

Toll Free NumbersBack To The Top

Can anyone have a toll free number?

Yes. TFN’s allow others to call you and have it billed to your account. The charge of having your own TFN is $2.99 per month, per TFN. If the ring to for your TFN resides on a Pioneer Telephone account, the incoming calls will be billed at your great Pioneer Telephone rate plan pricing. If your TFN is the only line you have with us, then your rates will be slightly higher. We also have a rate plan for customers having their TFN ring to a cell phone. Contact Customer Service Dept. for rate plan details and order requirements

Can I have just a toll free number with Pioneer Telephone?

Yes, please call our Customer Service department, and ask for our rate plans and for a sales agreement for a “Stand Alone” toll free number.
Customer Service: 1-888-492-6878 (1-888-I WANT PT) Hours of operation are: 9 a.m. to 8 p.m., Monday through Friday Eastern Time.
tollfreedepartment@Pioneertelephone.com

Can I port or transfer an existing 800 or toll free number from my old carrier to Pioneer?

In order to transfer a toll free number or 800 number to Pioneer the customer will need to complete a Responsible Organization form (RESPORG). Please contact our office at 1.888.492.6878 M-F 9 to 8 pm eastern time, and a representative will be able to forward you a form.
You can also click on the Resporg link below. This will allow you to view, print, and then fax the form to the number listed on the form. Download RESPORG

How much is a toll free number going to cost me?

There is a monthly fee of $2.99 per toll free number you have on your account. Pioneer will not charge you $2.99 each time you make a toll free call. This $2.99 monthly fee is in addition to the per minute calls that come into your toll free number which are rated at your calling plan for in and out of state. You may contact someone in customer service to verify the rate plans offered.

What types of 800 or toll free numbers are there?

All types of 800 numbers, also known as toll free numbers or TFN’s can begin with 800, 866, 877, or 888. The first type is a “Random TFN”. You allow us to pick the next available number. This is the easiest and quickest type to acquire. The second type is a “Vanity TFN”. You are picking a number that you would like to have. Because it needs to be available, if you pick one on your initial order, we may need to contact you for other possible numbers. You may want to save some set up time by emailing us and letting us know you have placed an order for a vanity number and provide us with your alternate numbers. The third type is a “Ported (or transferred) TFN”. If you already have a TFN with another carrier, you can port it to Pioneer Telephone.

Will my toll free number with Pioneer work internationally?

If you have a toll free number with Pioneer, it will not work internationally. The toll free number will work in the 50 states, USVI, PR, Canada and Guam. The cost for Toll Free inbound calls are as follows: AK: 17.9c, HI 6.9c, PR 6.9c, USVI: 6.9c, Canada: 9.9c

Calling CardsBack To The Top

Does Pioneer offer calling cards?

Yes, please contact Customer Service toll free at 1-800-808-9000 for specific rates. There is an FCC mandated payphone charge of 69 cents per payphone call. If an operator assists in placing a call then there is a $1.50 charge on top of the cost of the call. You can request a Calling Card for your account by calling our Customer Service Dept. @ 1-888-492-6878, 9am-8pm EST, Mon-Fri.

Your calling card number will be the same as your main telephone number with an assigned PIN; you can choose the PIN. The card can be used for domestic and international calls. If international calling is required please let us know, as we send the cards blocked for this type of calling service. International rates on the calling card vary depending on where you are calling.

Why doesn’t my calling card work from the hotel/motel?

Some hotels/motels will block calling card usage from their phones. The access numbers can be blocked and the call will not go through as dialed

Why does it say I have reached my Cash Guard limit on my calling cards?

Pioneer Telephone uses a Cash Guard limit on your Calling Card to protect you, and us from fraud on the card. The limit is normally set low, as many customers do not use their cards every day. Should you need to increase the limit, please contact our Customer Service Department at 888.492.6878, Mon – Fri between 9AM and 8PM EST.

What are your international calling card rates, originating from another country?

Pioneer Telephone’s Calling Card does allow you to call from certain countries back to the USA. Please call our Customer Service Dept. Mon-Fri between 9am-8pm EST., and one of our representatives will be able to check if this is available for your particular country, and provide you with the rate. International Calling Card Rates

What are your international calling card rates, originating from the USA?

Please click the link below for our calling card international rates. International Calling Card Rates

Billing and PaymentsBack To The Top

What fees will be included in my phone bill?

It is not possible to give a specific percentage of your bill that will represent taxes and/or fees as they vary widely from state to state and even city to city. Pioneer Telephone charges a 1.99 Regulatory Recovery Fee to offset the costs of complying with federal, state, and local mandates. This fee only applies if there are billable charges. You can expect a USF (Universal Service Fund-Required by the FCC) charge, federal and state taxes, local and municipal taxes that vary by state. If you have a toll free line or lines, you will be billed up to $2.99 per number. Additionally, when calls are placed to your toll free number from pay phones or hospitality lines, a surcharge of up to 69 cents per call will be assessed.

Regulatory Fees: These include PICC taxes for business lines and the Telecommunication Infra Structure Fee. Late fees may be charged where applicable. All fees are based on usage with the exception of PICC fees, Toll Free fees, and late fees. We do not rate taxes, we outsource this to a company who specializes in this area.

What is Pioneer Telephone’s PICC Fee?

The FCC imposed PICC fee is $4.21 per line for each commercial line. If your business has only one line, you will not be charged a PICC fee. However, if you have more than one business line, a PICC fee is imposed on all (including the first line). Residential lines are NOT charged PICC Fees.

How do I pay my bill online?

If you need to make a payment online, you will need to do this via the mybillonline.com site, or by calling Customer Service @ 1-800-808-9000, between the hours of 9am and 8pm EST.
1: Login to your Account via the mybillonline.com homepage. Select the “Payments” Tab.
2: On the left hand side of the page, click on “Pay Bill Online”.
3: This will then allow you to select a Credit Card to be used. Select the credit card from the drop down list. Decide how much you are paying, and select “Submit”
4: You will now see all the information about the transaction. Once you how confirm the information select “Complete Payment”. You will receive an email receipt to the email address listed.

Can I pay by check?

We only accept credit cards for payment.

TroubleshootingBack To The Top

I forgot my password to the eBill site, what do I do?

If you forget your password to your account on the eBill site, we can easily send you an email to inform you of the password.
1: At the eBill Login Homepage, click on the link “Forgot Your Password?”
2: You can then either enter your Account # or your Phone #, and click “Submit”. This will then send an email with the password to the email address in your account

I am experiencing problems logging on to the eBill site, what do I do?

You may not be able to login to the eBill because you are having problems with your Internet Browser. The instructions below explain how to delete cookies and enable active scripting from your computer.

Windows PC


Google Chrome
Click on the Tools menu and select Options
Click the “Under the Hood” tab and locate the “Security”
In the “Cookie settings” section, click the “Show cookies” button.
Select “Remove all” to delete all cookies from the list (alternatively, you can remove all cookies created within a specific time period by selecting the “Clear browsing data” option in the Tools menu).
To delete a specific cookie, simply select the website that set the cookie from the list and click on “Remove”.
Click on the Close button when you’ve finished.
Internet Explorer 8
Click “Safety” on the Command bar
Select “Delete Browsing History”
Select the option for cookies and click Delete
Alternatively, Internet Explorer 8’s new InPrivate browsing feature allows users to browse the internet without recording information from visited sites (including cookies). To use InPrivate mode:
Click “Safety” on the Command bar
Select “InPrivate Browsing”
Internet Explorer 7
Exit Internet Explorer 7, and then exit any instances of Windows Explorer
Click Start, click Run, type inetcpl.cpl, and then press ENTER
On the General tab, click Delete under Browsing History in the Internet Properties dialog box
In the Delete Browsing History dialog box, click Delete Cookies
In the Delete Cookies dialog box, click Yes
Internet Explorer (all other versions)
Internet Explorer saves cookies in more than one location, depending on the version of the browser and the version of Microsoft Windows being used. The best way to find and delete them is to close Internet Explorer then use your file management software (such as Windows Explorer) and search for a folder called ‘cookies’.
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Mozilla Firebird
Click on Tools, then Options
Select the Privacy icon in the left-hand panel
Click on Cookies
Click on Stored Cookies
To remove a single cookie click on the entry in the list and click on the Remove Cookie button
To remove all cookies click on the Remove All Cookies button
Mozilla Firefox
Click on Tools, then Options (or Edit | Preferences on Linux)
Select Privacy
In the Cookies panel, click on Show Cookies
To remove a single cookie click on the entry in the list and click on the Remove Cookie button
To remove all cookies click on the Remove All Cookies button
Netscape Navigator 7
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Netscape Navigator 6
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Netscape Navigator 4.x
In Netscape, all cookies are stored into one file, called Cookies.txt, in the user preferences folder, making them easy to find and delete.
The folder can be located by using your file management software to search your hard disk drive for “cookies.txt”.
Users of Netscape Navigator 4.x may also stop cookies from being written to the hard drive, by making the cookies file read only.
However, even if the browser can’t “write” cookies to the hard drive, it can still cache them, and it may create a new cookie file.
Opera
To delete all cookies at the end of every session, select it in the privacy settings under Tools & Preferences.
Click on Manage cookies to delete specific cookies or cookies from specific domains.
To delete all cookies immediately, go to Delete private data on the Tools menu.
Deepnet Explorer 1.1+
Choose Tools and then Internet Options
Click the Privacy tab
Move the slider to choose your preferred settings.

Apple Macintosh


Microsoft Internet Explorer 5 (MacOS X)
Choose Preferences from Explorer menu
Select Receiving Files options
Select Cookies
Select the Cookies to be deleted from the list
Press Delete button
Microsoft Internet Explorer 5 (MacOS 9)
Choose Preferences from Edit menu
Select Receiving Files options
Select Cookies
Select the Cookies to be deleted from the list
Press Delete button
Mozilla
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Netscape Navigator 7.x
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Netscape Navigator 6.x
Choose Cookie Manager from the Tools menu.
Choose Manage Stored Cookies.
Remove any cookie from the list, or remove all cookies.
Safari 1.0 (MacOS X)
Choose Preferences from Safari menu
Select Security icon
Press Show Cookies button
Select the Cookies to be deleted from the list
Press Delete button
Opera
To delete all cookies at the end of every session, select it in the privacy settings under Opera –Preferences
Click on Manage cookies to delete specific cookies or cookies from specific domains
To delete all cookies immediately, go to Delete private data on the Tools menu

How to Enable Active Scripting/JavaScript


Internet Explorer 8
1. Open Internet Explorer.
2. Click on the Tools button (the picture of the gear) or “Tools” from the program menu.
3. Click on Internet Options….
4. Click the Security tab.
5. In the “Security level for this zone” box, click on Custom level….
6. Scroll toward the bottom of the Settings box to Scripting.
7. Enable active scripting.
8. Click OK twice to close the dialogue.
9. Click the Refresh button after the Address Bar at the top of your browser, or hit F5.
Internet Explorer 7
1. Open Internet Explorer.
2. Click on the Tools button (the picture of the gear) or “Tools” from the program menu.
3. Click on Internet Options….
4. Click the Security tab.
5. In the “Security level for this zone” box, click on Custom level….
6. Scroll toward the bottom of the Settings box to Scripting.
7. Enable active scripting.
8. Click OK twice to close the dialogue.
9. Click the Refresh button after the Address Bar at the top of your browser, or hit F5.
Internet Explorer 6.X
1. Open Internet Explorer.
2. Select Internet Options from the Tools menu.
3. In Internet Options dialog box select the Security tab.
4. Click Custom level button at bottom. The Security settings dialog box will pop up.
5. Under Scripting category enable Active Scripting, Allow paste options via script and Scripting of Java applets
6. Click OK twice to close out.
7. Hit Refresh.
Internet Explorer 5.X for Windows XP
1. Open Internet Explorer.
2. Select Internet Options from the Tools menu.
3. In Internet Options dialog box select the Security tab.
4. Click Custom level button at bottom. The Security Settings dialog box will pop up.
5. Under Scripting category enable Active Scripting, Allow paste options via script and Scripting of Java applets
6. Click OK twice to close out.
7. Hit Refresh.
Internet Explorer 5.X for Mac OS X
1. Open Internet Explorer.
2. Select Preferences from the Explorer menu.
3. Click the arrow next to Web Browser.
4. Click Web Content.
5. Under Active Content check Enable Scripting.
6. Click OK.
7. Click Refresh.
Internet Explorer 5 for Mac OS 9
1. Open Internet Explorer.
2. Select Preferences from the Edit menu.
3. Click the arrow next to Web Browser.
4. Click Web Content.
5. Under Active Content check Enable Scripting.
6. Click OK.
7. Click Refresh.
Internet Explorer 4.X
1. Select Internet Options from the View menu.
2. Click the Security tab.
3. Click Custom.
4. Click Settings.
5. Scroll down to locate Scripting.
6. Click Enable for Active Scripting.
7. Click OK.
8. Click Reload.
Internet Explorer 3.X
1. Select Options from the View menu.
2. Click Security.
3. Check Enable Java Programs.
4. Click OK.
5. Click Reload.
Mozilla Firefox 1.5 and 2
1. Open Firefox.
2. Click on the Tools menu.
3. Select Options….
4. Click the Content tab with the Earth graphic.
5. Check Enable JavaScript.
6. Click OK.
7. Click Reload or hit F5.
Safari Public Beta 2 for Mac OS X
1. Open Safari.
2. Select Preferences from the Safari menu.
3. Click Security.
4. Check both Enable Java and Enable JavaScript.
5. Close the window.
6. Click Reload.
Opera 8 & 9
1. Open Opera.
2. Select the Tools menu.
3. Select Quick Preferences.
4. Check Enable JavaScript
5. Click Reload or hit F5 to refresh the page.
Opera 7.X
1. Open Opera.
2. Select Quick Preferences from the File menu.
3. Make sure Enable Javascript is checked.
4. Click Reload.
Opera 5.X
1. Open Opera.
2. Select Quick Preferences from the File menu.
3. Make sure Enable Javascript is checked.
4. Click Reload.
Netscape 7.X
1. Open Netscape.
2. Select Preferences from the Edit menu.
3. Click the arrow next to Advanced.
4. Click Scripts & Plugins.
5. Check Navigator beneath “Enable Javascript for”.
6. Click OK.
7. Click Reload.
Netscape 6.X for Mac OS X
1. Open Netscape.
2. Select Preferences from the Edit menu.
3. Click Advanced
4. Check both Enable Java and Enable JavaScript for Navigator
5. Click OK.
6. Click Reload.
Netscape 4.X for Windows XP
1. Open Netscape.
2. Select Preferences from the Edit menu.
3. Click Advanced.
4. Check both Enable Java and Enable JavaScript
5. Click OK.
6. Click Reload.
Netscape 4.X for Mac OS 9
1. Open Netscape.
2. Select Preferences from the Edit menu.
3. Click Advanced.
4. Check both Enable Java and Enable JavaScript
5. Click OK.
6. Click Reload.
Netscape 3.X
1. Select Options from the Edit menu.
2. Click Network Preferences.
3. Click Languages.
4. Check both Enable Java and Enable JavaScript.
5. Click OK.
6. Click Reload.
Mozilla 1.X
1. Open Mozilla.
2. Select Preferences from the Edit menu.
3. Click the arrow next to Advanced.
4. Click Scripts & Plugins.
5. Check Navigator beneath “Enable Javascript for”.
6. Click OK.
7. Click Reload.
AOL 4.0 and 5.0
1. Click My AOL.
2. Click Preferences.
3. Click WWW.
4. Click the Secutity tab.
5. Click Custom.
6. Click Settings.
7. Scroll down to locate Scripting.
8. Click Enable for Active Scripting.
9. Click OK, and then click the Reload button.
AOL 3.0
1. Click Prefs.
2. Click Security.
3. Check Enable Java Programs, if the box is blank, single click on it.
4. Click OK .
5. Click the browser’s back button, once back, click reload.