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 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 - Your home phone service will be activated within five working days from the time you sign up for service. If construction is required to your premise location, the service will be activated within 30 days from when you sign up for service. XIT recommends you plug a phone in to a jack and check it periodically for service.
Wireless - Your wireless phone will be activated at the time you sign up for service and will be working when you leave our office.
High Speed Internet - High speed Internet service is available the same day service is requested. If you should need a modem, an appointment must be scheduled with an XIT technician for installation, which is scheduled within three working days.
TV - XITv service will be activated within three working days from the time service was requested, unless construction is required.
Custom Calling Features - Your Custom Calling Features - such as Call Waiting, Caller ID, Voice Mail - will be activated the same day the feature is requested to be added to your service.
How do I contact XIT if my XIT service is not working?
Contact XIT's Repair Line at 244-0811 or, if calling from outside the local calling area, 1-888-858-0886.
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 bill?
Telecommunication providers are regulated by the Federal Communications Commission and the Texas Public Utilities Commission. Some of the fees and assessments on your phone 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 effective October 1, 2010 is 12.9%.
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.
Texas Universal Service Fund Surcharge (TUSF)
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? About 3.4% 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.
9-1-1 Emergency Service Fee
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 surcharge cannot exceed one-3/10ths of 1% of the charges for intrastate long-distance service.
Which Bill is it on? Long Distance
Which customers are exempt from paying this charge? Texas state agencies
Municipal Franchise Fee
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.
State and Local Sales Tax
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.
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.
Federal Excise Tax
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 on the 1st of each month and the bills are generally due on the 17th or 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. If you make payment after 3:00 pm, your service may not be reconnect until the next business day.
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.
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