Have Questions? We've Got Answers!

    * General Questions
    * Questions Concerning Our Rates
    * Questions Concerning Prepayments
      (For Prepaid Accounts)
    * Website Issues
    * Technical Issues
    * Billing Questions
    * Payment Options

 
GENERAL QUESTIONS

1. What is an Access Number, Callback Number and Group Number?
An Access Number (DID): A phone number that you dial in order to receive the callback. It usually starts with area code 1 305 or 1 786. For example: +1 305 444 2211 A Callback Number: The phone number from which you would like to make your international calls (this is where you will receive the callback). A Group Number: Customer account number starting with the letter G......

2. Will I get charged by my local telecommunication provider when using the Callback service?
No, you will not get charged by your local provider when using our Callback service. To place a call through our network, you dial your access number and hang up at the first ring. Because the call is not completed, you will not be charged by your local telecommunications provider.

3. Are there any minimum usage requirements?
If you do not use our callback service at least once every 120 days on a specific access number, then that specific access number will be disabled for non-usage. There are no minimum requirements neither for the Virtual Calling Card nor the CallMe800 service.

4. What if my access number gets disabled for non-usage, will I be able to reactivate it?
You will receive an e-mail from us notifying you about the disabled access number(s) with the option to reactivate it. You may incur a monthly fee of $1.00 upon reactivation. If you request a new DID, the monthly charge of $1.00 will also apply.

5. Are there any set up or monthly fees?
There are no setup fees or monthly fees for the Callback service and for the Virtual Calling Card service. You may incur a set up fee and a monthly fee only for the CallMe800 service. Please go to CallMe800 to learn more about this service.

6. How will I be billed and how often?
Your credit card will be charged each month for services used in the previous month. In addition, UWT will bill your credit card for partial charges when your account balance reaches $200, even if it is before the end of the month. Please note: Upon signing up, our customer service department receives a pre-authorization on your credit card (the total of your individual line limits) to make sure that you have sufficient funds for using the service. Some banks may show this as a temporary charge but it is not a charge in any way; it is only a pre-authorization.

7. What is Virtual Calling Card (VCC)? What is difference between the Virtual Calling Card and the Callback service?
Virtual Calling Card is the name of our calling card not a physical card. It is a PIN number that gives you access to our network from over 30 countries around the world. Upon signing up, you will be given a list of our toll free numbers where the service is available. To use the service, you will dial the toll free number corresponding to the country where you are located and enter your ten-digit PIN when you hear the prompt. The  Virtual Calling Card is convenient because you do not need to pre-register your phone number, as the Callback service requires you to do so. Please go to   Virtual Calling Card to learn more about this service.

8. I am going to travel to another country; will I be able to use my callback service?
Yes, you can. You just need to change your current callback number to the phone number where you will be staying. You can easily do so by going to the Account Management section of our web page or by using our Interactive Voice Response (IVR) by phone. (Please refer to our user guide at User Guide for more information on how to use our IVR).

9. What is a speed dial number? How do I set them?
A speed dial number is a destination phone number you wish to record in our system’s memory. For a faster connection to your most frequently called numbers, our system allows you to pre- record up to 99 numbers (speed dial numbers). You can add or change your speed dial numbers to one or all of your access numbers online at http://www.uwtservices.com/services.asp?newlang=en You can also do so by phone using our interactive voice response system. Please refer to our user guide at User Guide for more information on how to use our IVR system.

10. How do I place a call using the Callback service?

1. Dial your access number then hang-up at the first ring. (As you were calling the USA)
2. Within 5 to 12 seconds, our system will call you back at your registered callback number.
3. Answer your phone, and you will hear a voice prompt in English asking you to "Please enter your destination number followed by the # key" As soon as you start hearing this message, you may dial your international number. For calls outside the USA, Canada and the Caribbean: 011 + Country Code + Area Code + Phone Number + # key For calls within the USA, Canada and the Caribbean: 1 + Area Code + Phone Number + # key At the end of your call, you may either press # key three times (# # #) to make another call or press * key three times (* * *) to disconnect from our system and ensure that your billing session is terminated.

11. How do I place another call without having to dial the access number again?
Dial # key three times (###) if you made a mistake or if you want to place another call without having to hang-up.

12. If I make a mistake dialing my destination phone number, do I need to hang up and call my access number again?
There is no need to hang up. You simply need to press the # key three times (###) and this will allow you to place another call.

13. How do I redial a phone number?
Dial * key and # key (* #) to re-dial the last number.

14. How do I make sure that my calls get disconnected when I hang up?
Dial * key three times (***) to disconnect the service.

15. How do I change my Callback number?
You can either change your callback number online at http://www.uwtservices.com/Di_CBack.asp or you can change it by phone using our interactive voice response system. Please refer to our user guide at User Guide for more information on how to use our IVR system.

16. How do I record or delete a Personal Greeting?
Please refer to our user guide at User Guide for more information

QUESTIONS CONCERNING OUR RATES

1. I see that many countries have a separate rate for specific cities or mobiles. What is the corresponding rate of a country which does not have a mobile rate listed?
If a country’s mobile rate is not listed then that means that the mobile rate is the same as the land line rate of that specific country.

2. I have checked your rates and your rate table lists USA, USA Direct Access, USA toll free Access. What is the difference between all of these?
Customers who use our USA Mobile Connect service need to look at our USA Direct Access rates. These customers have a US national unlimited cell phone calling plan. Customers living in Miami should also need to look at our USA Direct Access rates. Upon dialing our local access number in Miami, our network recognizes their phone number as a UWT registered phone number and it enables them to dial their destination number directly. Customers who use our Virtual Calling Card service or our USA Call Connect service need to look at USA toll free access rates. These customers will be required to dial a toll free number in order to be connected. Customers who use our Callback service from Continental USA need to look at our USA rates.

QUESTIONS CONCERNING PREPAYMENTS (FOR PREPAID ACCOUNTS)

1. You advertisement states that there is no initial fee. Why am I required to transfer money?
There is no initial fee. The initial payment corresponds to your first prepayment that will be applied towards your account

2. When will my prepayment be applied?
Wire transfer: We will apply your prepayment as soon as we receive it. It takes 3 to 5 business days for a wire transfer to reach our bank account. If your prepayment has not been applied to your account within 5 business days, please check the status of your wire transfer with your bank. For any other type of prepayment, feel free to e-mail us requesting the status of your prepayment.

WEBSITE ISSUES

1. My account was opened today. I wanted to view my invoice today but I was told that my account number or password was invalid.
Please allow 24 hours (during business days) before checking your invoice online.

2. I am trying to change my callback number online but it seems that my password is invalid.
Make sure to type the information in instead of copying and pasting it. In addition, make sure not to add spaces when entering the digits.

TECHNICAL ISSUES

1. How do I report a technical problem?
The best way to get directly in touch with our technical department and for them to take care of your problem efficiently is to open an online trouble ticket. This can be easily done by following these simple steps:

Go to Trouble Reporting Login and open a trouble ticket online using your Access Number or PIN· Please fill out the form and keep your trouble ticket number so that you can view the status of your trouble ticket and follow its resolution at Trouble Ticket Status.

Note: (for Callback services the Access Number is the last 7 digits of your US phone number: exp 1-305-1234567 use only 1234567)

2. How to change my callback online
• On line go to https://www.uwtservices.com/Customerin.asp?typ=Pos

• Once on the log in page you will enter your Account number or Group Number and your pin or password (this is a four to five digit number)

• please note if you cannot remember your password you can click on the “ forgot your Account Password? ” link on the page and by entering the email address that we have for you in our system it will trigger an instant email with your password.

• This will give you access to our Account Management page

• Then click on the link “change callback” next to the line that you want to change (in case you have more than one)

• Enter the new number as you would normally dial it from the US including International code (if necessary) country code, area code and number.

• Finally click on “Submit "

3. I am not able to reach my access number (my 305 or my 786 number)

This fault is particularly difficult to deal with because we do not have control over your dialing capabilities through your local company. Please review the following:

• Make sure that you are trying to reach these your access number from a line where you have international dialing capabilities, meaning that you can dial your access number in the USA from the line that you are using to trigger the callback.

• Remember that you can always dial your access number from any line and it will still send the callback to your registered number, so for instance if your registered callback number is your home land line but you cannot trigger the callback from this line (no international dialing capabilities) you can trigger it from any other line like a mobile phone or even your friend's house and still receive the callback at your registered number.

• Another possibility would be to trigger the callback online by email or SMS. (See FAQ 17,18 and 19.)

• If you need further assistance please open a trouble ticket (see FAQ #1)

4.The computer does not call me back.

• First check your phone settings to make sure your telephone is working properly, many times we find faulty telephones that do not ring at all.

• Verify that your callback number is entered correctly in our system as many times the computer is trying to reach you on an invalid or incorrectly entered number. (See how to change my callback online)

• If you need further assistance please open a trouble ticket (see FAQ #1)

5. I dial my access number but the computer tells me “please hang up the computer is already trying to call you back” but it does not.

• After you trigger the callback, the computer will attempt to reach your for about 5 minutes, depending on many factors including in-country current congestion problems, the system may sometimes take longer to reach you than others.

• One alternative could be to temporarily change your callback number to another line (for instance if you are trying to receive the callback on a mobile phone, you may change your callback number to a land line and trigger the callback again) some times congestion problems can be unique to land lines or mobile lines so changing the callback momentarily can be used as a quick fix.

If you need further assistance please open a trouble ticket (see FAQ #1)

6. The computer does not call me back, but when I check my voicemail I can hear messages like “Please enter your destination number followed by the pound sign”

(This happens more often for callback users in the US and Canada)

• Our system calls back very quickly in the US and Canada so it may reach you as you are still listening to the phone ring.

• When you trigger the callback hang up quickly as you begin to listen to the first ring (do not wait for the whole first ring) so remember, hang up after half of the first ring.

• If you need further assistance please open a trouble ticket (see FAQ #1)

7. I receive the callback with no voice (no message prompt)
8. I can hear the other person but the other person cannot hear me (or vice versa)

Commonly known as one way audio, please if you experience this fault let us know immediately, (see how to open a trouble ticket) most of the time this fault is intermittent so triggering the callback again may help.

If you need further assistance please open a trouble ticket (see FAQ #1)

9. I receive the callback, but as I enter the destination number the computer keeps prompting the message “please dial your destination number followed by the pound sign” ignoring my entry and eventually says “goodbye” and then disconnects.

As you enter your destination number the digits are transmitted as “tones” which is the normal “beep” sounds that you hear when you enter a phone number. What happens in this case is that our computer is not “hearing” these tones that you are entering because your telephone set is not sending “tones”.

This fault can be particularly disconcerting since it can strike at anytime (even if you have never had this problems before) and is not necessarily triggered by changes on your lines but rather by changes made by your Telecom National Provider on their settings. (This fault can also be intermittent)

• Please try to look for a switch on your telephone set that has a Pulse-Tone option, we need your telephone to be set to the “Tone” option. Some telephones also refer to it as “P” or “T” and you would then find a T-P switch, we need it to be set to “T” for Tone, after you change your setting try to use the system again and see if it works.

• Another option would be to try and use the service from another extension of from another telephone in your house (since the problem can sometimes be unique to one telephone set).

• You can also try to add a “*” sign in front of your destination number, so instead of dialing 011+CountryCode+Number you would dial *011+CountryCode+Number (this can switch your phone momentarily to “Tone” and enables your phone to transmit the digits entered correctly.

• If you need further assistance please open a trouble ticket (see FAQ #1)

10. I enter my destination number but the computer keeps telling me “the number you have dialed is invalid” even when I enter the number right.

Explanation: One of the most common reasons for this fault to occur is distortion on the lines. Not all countries and local companies maintain the same DTMF quality when the digits are transmitted so depending on many factors Distortion may occur.

This fault makes difficult for the computer to “hear” the digits as you try to enter them, so it is common that you hear messages like: “the number you have dialed is invalid” even when you are dialing the right numbers from your telephone. (Please note distortion on the line may not affect the quality of the audio on a conversation but rather the correct transmission of the digits entered by you when you dial your destination number)

How to make it work: One way to beat this fault is by setting up online what is commonly known as “Speed-Dials”. Speed-Dials will not only save you time as you try to remember or dial each phone number but it will prevent any distortion on the lines since the number would already be stored in our system (the feature is completely free of charge)

Once you have set up your speed dials online, you can simply press 1# or 2# etc… after receiving the callback and the computer will automatically dial Speed Dial #1 or #2 depending who you want to call (you can set up to 99 Speed Dials)

Please see FAQ 16 and follow the steps to complete this set up.

11. I cannot complete my call because after a few rings the computer says “your call could not be completed, please dial your destination number followed by the pound sign”

In order to prevent unnecessary charges for error messages or local provider messages, our computers is programmed to allow only a certain amount of time (rings) for the other party to answer after you have dialed the number, then we will prompt the message “your call could not be completed, please dial your destination number followed by the pound sign”. If you feel that the computer did not allow enough time for the other party to answer, you can simply press ### (which will prompt the voice message again) and then dial *# which will redial the last destination number entered.

If you need further assistance please open a trouble ticket (see FAQ #1)

12. The call gets cut off when the other party answers.

If this happens to you press ### immediately (this will trigger the voice prompt again) and then press *# this will redial the last number entered and you are very unlikely to get cut off again.

What happens is upon no answer; the computer disconnects the call however the audio can sometimes remain on the line for a short instant after that, so if the person picked up the phone right after the call was disconnected you may get to hear the other person's “hello?” A similar phenomenon can be reproduced when you unplug a radio from the electricity and the audio remains on for a few instants.

If you need further assistance please open a trouble ticket (see FAQ #1)

13. The call drops after a while when I am doing phone conferencing.
14. The call drops when I am trying to get through an 800 number.

As a security precaution we must have our computers set to maintain the connection as long as there is a two way audio (like a normal conversation would have). So if after approximately 10 minutes our computer does not “hear” two way audio (audio from both parties) it will disconnect the call.

Here is what to do:

When in a conference, you need to register any audio or press a key on your telephone at least once every 10 minutes. A very similar situation happens when dialing 800 numbers; you may have to hold for too long listening to the recording without actually getting through to anybody. An alternative could be to try to find a local telephone number (non toll free) for the same company or press “0” for an operator.

If you need further assistance please open a trouble ticket (see FAQ #1)

15. I receive unwanted callbacks.

Your access number can be dialed by any other person by error and you will still receive a callback, if it happens too frequently, send us an email to changes@uwtcallback.com requesting that your access number be changed and we will reassign a new access number to your line. Please remember to specify which line (access number) you are getting the unwanted calls on (in case you have more than one line on your account) so that we are able to identify which access number we need to change.

If you need further assistance please open a trouble ticket (see FAQ #1)

16. How to set up speed dials online.

• You will first go to our new web site< www.uwtcallback.com >

• Once in our page you can click on the link < customer login > located at the top-right side of the page.

• Once on the log in page you will enter your Account number and your pin or password (this is a four to five digit number)

please note if you cannot remember your password you can click on the “ forgot your Account Password? ” link on the page and by entering the email address that we have for you in our system it will trigger an instant email with your password.

Once on this page you have the option to set up the same speed dials

for all the lines (Option 1), or set up different speed dials for each unique line (Option 2).

• (Option 1) If you only have one line in your account, or if you have multiple lines but still want to set up the same speed dials for all the lines, simply click on the 4 th link on the “Account Setting” chart that reads < “Set Speed Dials for all Access Numbers” >

• This will give you access to our page and you can then enter your destination number as you would normally enter it after receiving the callback. (Remember to enter the speed dials, as you would normally dial these numbers from the US) Then simply click the option < Submit Modifications > and you are done.

You can enter up to 99 speed dials but please remember to make a note so that you remember which Speed Dial belongs to which number.

• (Option 2) If you have more than one line on your account and you want to set up individual Speed Dials for each line. You will click on the < Speed Dial> link corresponding to the line where you want the changes to take place.

• This will give you access to our page and you can then enter your destination number as you would normally enter it after receiving the callback. (remember to enter the speed dials as you would normally dial these numbers from the US) Then simply click the option < Submit Modifications > and you are done.

You can enter up to 99 speed dials but please remember to make a note so that you remember which Speed Dial belongs to which number.

So now that you have completed the set up you can simply press 1#, 2# or 3# etc… after receiving the callback depending on whom you want to call, and the computer will automatically dial the numbers for you.
If you need further assistance please open a trouble ticket (see FAQ #1)

BILLING QUESTIONS

1. If I need to contact you what type of information do I need to have ready?
You should have your Account Number (Group Number) ready whenever you are emailing or calling United World Telecom. A sample account number is “G444333”. Your account number was sent to you in your first confirmation letter by e-mail. Alternatively, if you cannot provide the Group Number please have your access number (DID) ready. The access number (DID) is the number you call to trigger the callback.

2. I received an email that contained my invoice for last month. It shows that I have a due balance. I thought you took the payments from my credit card. Do I need to send a payment to you?
Our invoicing procedure is to create the invoice and then debit the credit card. If you have a credit card on file with United World Telecom, we will deduct the payment from your credit card. We normally charge the credit card within 1 to 3 business days after the date you receive the invoice. If we have any trouble deducting the amount due we will notify you by email.

3. When I try to use the callback service, the system tells me that my account is low on funds or out of funds. You have my credit card on file; I don’t understand why I am getting this kind of message.
Account setup requires that a limit be placed on each access number. The limit that is placed is not based on your credit card limit but is based on the estimated monthly usage indicated on the Sign-up form that you submitted. We recognize that this figure is an estimate therefore we periodically look at account balances and apply increases to those accounts close to their limits. If you, the customer, realize that you have reached the limit before we have made any increases please send us a message to apply for an increase. Please note: If you pay by credit card, your account balance is reset to zero at the beginning of each month giving you a fresh line of credit up to your current maximum limit.

4. How can I increase the maximum limit that I have set when I initially signed up?
You can request to increase your maximum limit by sending an e-mail to our billing department at billing@uwtcallback.com. Please include your account number (Group Number), access number (DID) that you want to have the limit increased on, and also the new limit you wish to have it changed to. We will then evaluate your account and approve or decline the increase.

5. When I try to use the callback service, the system tells me that my account is "running low" on funds. I am a pre-paid customer, what does this mean?
This means that the funds available on the access number (DID) is running low. To resolve this issue you can send additional funds or reallocate funds from another of your DIDs (access numbers.) If you wish to reallocate funds please email details of your request to changes@uwtcallback.com. Make sure to include your Group Number, the DIDs (access numbers) involved, and reallocation amounts in the email request.

6. When I receive the callback the system tells me that my account is restricted due to non-payment. You are supposed to charge my credit card for my bills. Why do I hear this message?
There are several reasons why this could happen. First, the credit card we have on file may be expired. Second, we may have attempted to charge the credit card and the charge was denied. You should have received an email from us that provided more details as to the reason. Please follow the directions of the email to resolve the issue. If you don't have the email, please go to Account Management and verify that the credit card and expiration date information is correct. If the information is correct then you should call your bank and ask them "Why they have declined the charge from United World Telecom?" You may also change the credit card you have on file with United World Telecom online at Account Management.

7. I went online to update my credit card information. The web site asked me for a group number and password. I don't know that information. How can I get that information?
If you have forgotten your password and/or group number you can have them emailed to you. To do this go to Customer Login and select the option that says, "Forgot your password."

8. I updated my credit card and I just got an email that said the credit card was rejected. What does this mean?
When a customer updates the credit card information on file with United World Telecom, We verify that all the information is correct. This process includes a pre-authorization with the bank. If any information is wrong the bank will rejected the debit or pre-authorization and United World Telecom will discard the incorrect information.

9. What is the reason the credit card was rejected?
We have very limited information as to the reason the credit card was rejected. The only person that may be able to answer this question is your bank representative. The best thing to do is go to our secure web site and verify the credit card information we have on file. If the information is correct you may decide to enter a new credit card online at Account Management or contact your bank representative.

10. I received an email from you saying that my credit card was expired or will expire this month, but that is not true. My credit card was renewed with my bank and is good for another year.
In our database your information is not updated. When your credit card is renewed with a new card number or with a new expiration date, you should go online to http://www.uwtservices.com/services.asp and select the option that says "Change your credit card online" to update your card information.

11. I have updated my credit card online and my account is still restricted. I checked my email and I did not get a notification. After updating the credit card, how long does it take to release the restriction on the account?
Once you have entered all the correct information to update your credit card we will review the information and submit it for approval with the credit card company. This is done several times every business day. You will be notified by e-mail as soon as we complete this process.

12. I believe that a few of the calls on my invoice are not billed correctly. What do I do?
When you get your final invoice after the end of the month. Please send an email with the reasons you believe the calls are billed wrong. Make sure that you include your account number (group number) in the e-mail subject. Attach the invoice and mark the calls you want United World Telecom to review in BOLD. We will then review the dispute and notify you of the outcome within 25 days. Send this email to billing@uwtcallback.com.

13. I have one call noted as “90sec+NoValidDest” on my invoice. What does that mean?
This means that you have made an incomplete call that lasted more than 90 seconds. United World Telecom does not charge for busy calls or incomplete calls unless one stays on the line for more than 90 seconds. To avoid this please make sure to press # key three times (# # #) if you see that you are not being connected after 60 seconds.

14. How does United World Telecom time a call?
If your calls is connected to the destination, your charge for the call will start from the time you receive the callback until you hang up or press # # # for another call or press * * * to end the session. Pressing # # # for another call will reset the timer and begin a fresh count

PAYMENT OPTIONS

1. What payment options United World Telecom accepts ?
UWT accepts Visa and MasterCard payments through First USA Paymentech, a subsidiary of First USA Bank, a US bank with assets of $6.3 Billion. We also have merchant status directly with, and accept the cards, of American Express and Diners Club.

In addition, our company is enrolled with Western Union Quick Pay to give you a fast, convenient, low-cost, and secure method of making a payment if you do not own or want to use a credit card. For more information about using Western Union QuickPay/QuickCollect

Credit Cards accepted by United World Telecom Western Union is accepted by United World Telecom