FREQUENTLY ASKED QUESTIONS
We at XIT want to make your communications experience as simple and stress free as possible. Below please find the answers to a few frequently asked questions about our services. If you do not find the answers you need, please contact a Customer Care Center.

What is the expected installation/activation time for my new XIT service?
How do I contact XIT if my XIT service is not working?
How do I find out what XIT services are available in my area?
What are all those fees and taxes on my phone bill?
What is cramming and what do I do if it happens to me?
What is slamming and what do I do if it happens to me?
What if I can't pay my bill on time?
Where can I pay my bill?

What is the expected installation/activation time for my new XIT service?

Landline - When signing up for new telephone service, an installation appointment will be scheduled for one of our technicians to come to the premise to install the service. Appointment dates and times can vary due to the number of installation appointments that have already been booked. If construction is required for the location, installation times can vary according to other factors such as weather, equipment and other unforeseen circumstances that may arise.

High Speed Internet - High speed Internet speed changes on existing Internet service can usually be completed the same day as requested.  For new service, an installation appointment will be scheduled for one of our technicians to come to the premise to install the service.  Appointment dates and times can vary due to the number of installation appointments that have already been booked.

TV - XITv changes on existing service can usually be completed the same day as requested if customer’s equipment is staying the same. If TV equipment (modem or set top boxes) has to be changed, an appointment will be made at that time for a technician to bring out and exchange the equipment. For new TV service, an installation appoint will be set up with one of our technicians to come to the premise to install the service. Appointment dates and times can vary due to the number of installation appointments that have already been booked.

Adding Custom Calling Features – Custom Calling Features - such as Call Waiting, Caller ID, Voice Mail – can usually be added to existing service the same day as requested. For new telephone service, Customer Calling Features are activated when the service is installed at the premise.

How do I find out what XIT services are available in my area?
XIT offers several communication services to meet your needs. Contact the XIT Customer Care Center nearest you to see what services are available in your area.

What are all those fees and taxes on my phone bill?
Telecommunication providers are regulated by the Federal Communications Commission and the Texas Public Utilities Commission. Some of the fees and assessments on your bill are the result of rulings from these governing bodies. Telecommunications are also subject to state, local and federal taxes. Below is a list of charges that may appear on your bill.

Federal Universal Service Fund (FUSF) Charge

Why is it on the bill? Title 47, Code of Federal Regulations, Sections 36, 54, and 69; United States Congress, via the FCC. Effective January 1, 1998.

What is it? This is the mechanism for funding the federal Universal Service Fund (USF). The FUSF charge is assessed to all telecommunications companies with interstate operations, including long-distance carriers, wireless companies, pager companies, and payphone companies. The amount collected through this charge funds telecommunications services’ discounts to schools, libraries, rural health care providers, and low-income customers; it also provides funds to local telephone companies that serve rural, insular, and high-cost areas.

How much is it? The percentage factor for FUSF is adjusted quarterly. The current rate is 17.1%.

Which Bill is it on? Local Telephone Subscriber Line Charge

Which customers are exempt from paying this charge? Subscribers on Lifeline Assistance programs and tax-exempt entities such as governmental agencies, churches, schools and universities.

Why is it on the bill? Public Utility Regulatory Act, Chapter 56; Texas Legislature, in 1987 and 1999; U.S. Congress via the FCC in 1996.

What is it? The TUSF allows affordable service to high-cost rural customers, funds the Relay Texas and Specialized Telecommunications Assistance programs for the hearing-disabled, and funds telecommunications services discounts to low-income customers (Tel-Assistance and Lifeline).

How much is it? As of April 1, 2015 rate is 3.3% of taxable intrastate communications receipts.

Which Bill is it on? Local Telephone and Long Distance

Which customers are exempt from paying this charge? Tax-exempt entities such as governmental agencies, churches, schools and universities.

Why is it on the bill? Texas Health & Safety Code, Section 771.071; Texas Legislature, in 1987.

What is it? This fee funds the provision of 9-1-1 emergency telecommunications services.

How much is it? The state 9-1-1 advisory commission sets this fee. The fee, which is based on the cost of providing 9-1-1 service in the region in which the customer is located, may not exceed $0.50 per month for each local telephone line. The fee must be stated separately on the customer’s bill.

Which Bill is it on? Local Telephone

Which customers are exempt from paying this charge? Texas state agencies

Equalization Surcharge

Why is it on the bill? Texas Health & Safety Code, Section 771.072; Texas Legislature, in 1995.

What is it? This surcharge generates additional funds for regions that do not collect sufficient funds through the 9-1-1 emergency service fee. The state 9-1-1 advisory commission imposes this surcharge on customers receiving intrastate long-distance service.

How much is it? The fee is a flat rate of $.06 per line.

Which Bill is it on? Long Distance

Which customers are exempt from paying this charge? Texas state agencies

Why is it on the bill? House Bill 1777, Section 283.051(a); Texas Legislature, in 1999; Public Utility Regulatory Act, Section 54.206; Texas Legislature, in 1995.

What is it? Recently enacted House Bill 1777 requires certificated telecommunications providers that provide telecommunications service within a municipality to compensate the municipality for the use of public rights-of-way. House Bill 1777 gives the PUC responsibility for determining these amounts; previously, municipalities and carriers addressed the compensation issue through negotiated agreements. The PUC is in the process of adopting rules implementing House Bill 1777.

How much is it? The amount of the fee will vary by municipality and type of customer.

Which Bill is it on? Local Telephone

Which customers are exempt from paying this charge? Electric utilities, water, sewer, natural gas providers and cable TV.

Why is it on the bill? Texas Tax Code, Sections 151.051, 151.308, and 151.323; Texas Legislature and local jurisdictions including cities, counties, special purpose districts, and transit authorities.

What is it? These taxes are levied on each sale of a taxable item in Texas. Additionally, there are local sales and use taxes imposed by cities, counties and special purpose districts. The tax is imposed on local charges, non-regulated charges and long distance.

How much is it? The state tax rate is 6.25%; the total of all local taxes cannot exceed 2%. Therefore, state and local taxes combined cannot exceed 8.25%. Not every city in Texas charges local taxes on telecommunications.

  • Channing 6.25%

  • Dalhart 8.25%

  • Stratford 7.75%

  • Boys Ranch 6.25%

  • Vega 8.25%

  • Hartley 6.25%

Which Bill is it on? Local Telephone, Long Distance, Cable & Internet

Which customers are exempt from paying this charge? Tax-exempt entities such as governmental agencies, churches, schools and universities.

Why is it on the bill? Title 26, United States Code, Sections 4251 and 3; United States Congress (1898).

What is it? The federal excise tax was originally initiated as a luxury tax to pay for the Spanish-American War. Now, all proceeds are used for general revenue purposes.

How much is it? It is 3% of all billed local telecommunication services.

Which Bill is it on? Local Telephone

Which customers are exempt from paying this charge? Tax-exempt entities such as governmental agencies, churches, schools and universities.

What is cramming and what do I do if it happens to me?
Cramming is the practice of adding unauthorized charges to your phone bill. It is illegal in Texas. You are not required to pay for unauthorized charges.

If you have been crammed, please contact XIT as soon as possible and request that the unauthorized charges be removed from your bill and credit applied to your account. Do not pay the unauthorized charges, but pay the rest of your phone bill on time. Your telephone service cannot be disconnected for non-payment of any unauthorized charges.

Texas phone customers who are cramming victims can file a complaint with the PUC toll-free at 1-888-782-8477.

Note: Long distance, 900 or collect calls are not crams.

What is slamming and what do I do if it happens to me?
Slamming is the practice of switching your local or long distance provider without your consent. It is illegal in Texas. You are not required to pay for unauthorized charges.

If you have been slammed, please contact XIT as soon as possible and let us know that you did not request a change in your provider. Ask us to reconnect you to your previous carrier and remove unauthorized long distance charges from your bill. XIT has a Primary Interexchange Carrier (PIC) Freeze form available to you. This will prevent a change in long distance service without a written request.

Texas phone customers who are slamming victims can file a complaint with the PUC toll-free at 1-888-782-8477.

You may find more information about these questions at www.puc.state.tx.us/ocp    

What if I can't pay my bill on time?
Whenever you have a problem paying your bill on time, please contact XIT's billing department. We will be happy to make arrangements for you to pay your bill on a deferred payment plan, or make other arrangements which allow you to continue your service uninterrupted. Please contact us anytime if you have questions concerning your bill or payments. Our bills are sent around the first of each month and the bills are generally due on the 18th of the month. If you have not paid by that time, you will receive a written reminder notice. That reminder notice will contain a date upon which your service will be disconnected if not paid. We are not required to supply with any other notice before disconnection. If you are disconnected, we will reconnect your service as soon as you have made full payment of your past due balance and any reconnect charges.

Where can I pay my bill?
Any of our customer care locations can take payments. Also, all of our offices have night drop boxes for your convenience if you are not able to come in during office hours. We will also be happy to take your information over the phone to pay by credit card. Our customers in Texline may pay at Texline State Bank, and customers in Vega may use the payment box located behind our cable facility.

We offer you the ability to have your payment drafted from your bank account or to be charged automatically to your credit card monthly. If you choose to have us draft your bank account, you may choose to have the payment processed on the 10th or the 18th of the month. If you choose to have your credit card charged, it will be processed around the 10th of each month. The back of your bill stub contains an authorization form to sign up for these services.