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Local Phone Service Competition: What you should know before switching companies.
 

Some customers are finding they have a choice in local phone service. The alternative phone company might be a good deal, but consider the following questions before making the leap.

Will you save money?
Be careful when comparing rates. Not all plans are the same. Find out what charges and services are included and which ones are not. What calls are free and what calls will be assessed a per-minute charge. Do not assume that you will have the same local calling area. Ask for a sample bill to compare with your current bill. Ask questions about anything you don’t understand, particularly if you see charges on your current bill that are missing from the sample bill. Does this mean they are not charged or did they forget to include it? Ask about the price for other services you might eventually acquire.

Will you get the service you expect?
If you have any features with your current service that you wish to keep, determine if they are available with the new service. Will you be able to use the long-distance provider of your choice?

Will you have to pay a minimum amount each month or take the service for a minimum period of time? Are there any other restrictions? Will you be able to keep your phone number? Will you be listed in the phone directory? Will you need any equipment such as special phone sets or wiring to handle the new service. And if you’re unhappy with the service, will you be able to switch back at no charge?

Some companies provide service almost entirely through facilities they own while others lease and resell services from the former monopoly telephone company. Make sure you understand how your phone service is delivered. If repairs are needed, a company that is leasing facilities may have to go to the underlying phone company to fix the problem. Similarly, if you are switching because you do not like the quality of your existing phone system, how will that change if the new company rents the same wires you were using with the old company and resells it to you?

How will the switch be made?
Switching a customer's local service provider requires arrangements between your existing company and your future company. But you will have to do some things also to ensure a smooth transition. If you have a "freeze" on your local phone service, which prevents your phone service from being switched to a new provider, you may have to contact your existing phone service provider to remove it. If you plan on keeping your long-distance service provider, let that company know you're switching local service providers and ask how you can retain the long-distance plan of your choice. Also, you might have to make some arrangements with your Internet access provider.

Before you authorize the switch, find out when the switch will occur and how you will know when the service starts. Make sure your new service starts before you disconnect your old service. Find out what the new company will do if your new service does not start up in a timely manner.

Is the customer service up to your standards?
Get a good sense of how the new company will handle your service needs and questions. Call the company and ask the service representative: How will you be billed? What's the toll-free number for billing, customer service and repairs calls? How difficult it is to find a live person to help you with your problem when you call the customer service line?

Can you be flexible and patient?
Keep in mind that no matter how reliable your new company is, problems can occur. Most customers switch without serious complications but technical glitches are not uncommon. Be prepared to maintain communication with both companies and work through any issues that arise during the switch.