Billing and Fees

  • How can I pay my All West bill?

    Please know that customer service representatives, for security reasons cannot take a credit card payment over the phone.  BUT, there are a variety of ways to pay your All West bill:

    — Call our secure Bill Pay line at 1-855-875-7164 to pay by debit/credit card. Make sure you have your account number handy.

    — Pay via SmartHub. (Don’t have SmartHub? Want to know more? Check out “What is SmartHub” on this page.)

    — Stop by one of our many offices and pay your bill in person — Monday – Friday 8:30 a.m. – 5:30 p.m.

    — Drop your payment in the payment drop box 24/7. (Drop boxes are located by all office entrances.)

    — Mail your payment to: PO BOX 31001-3129, PASADENA, CA 91110-3129

    — Sign up for eBilling and AutoPay via SmartHub. — Go to “Billing and Payments” > Select “Auto Pay Program” > Click “Sign Up for Auto Pay”

  • When is my bill due?

    Statements are sent at the first of every month and the balance for monthly services is due on the 25th of the same month.

  • What is a broadcast fee?

    The broadcast fee is a fee charged by the networks to local TV providers, like All West, to carry their channels.

  • What are Access Rates?

    When you make a long-distance call, your long-distance carrier must pay All West Communications for starting, or originating, the call. In addition, your long-distance carrier must pay the telephone company that provides local service to the person you are calling to complete or terminate the call. The charges that the long-distance provider pays to All West Communications to originate the call and the other local exchange company to terminate the call are referred to as access (as in the access the long-distance provider must get to the local network).

    • So the long distance carriers are getting reductions in their costs, but my costs are increasing because of the ARC? Why is this fair?

      The access revenues that local exchange carriers receive from the long-distance carriers help offset the cost of providing local service. The FCC recognizes that the local exchange carriers will need another revenue source to offset the revenues lost from these required access reductions. Therefore, the FCC is allowing local exchange carriers such as All West Communications to recover a portion of the revenues lost from these access reductions through the ARC. The FCC determined that the customer (you) chooses to place a long-distance call and the long-distance carrier that is used; therefore, the customer should bear more of the cost.

    • Is the ARC a tax?

      No, it is not a tax. Tax-exempt organizations will also pay the ARC.

    • Which products or services will the ARC be applied to?

      If you subscribe to local telephone service, an ARC charge may be applied.

    • Will all customers see an ARC charge?

      Any customer with a Subscriber Line Charge (SLC) will see an ARC charge.

    • I didn’t ask for this service. How can I get the ARC charge removed from my bill?

      The ARC charge is associated with your landline telephone service and cannot be removed from your bill.

    • Is the ARC charge optional?

      No. The ARC charge is not an optional charge and cannot be adjusted off the bill.

    • How will the ARC charge appear on my bill?

      The ARC will appear as a separate charge in the telephone section of the bill.

    • But I don’t make many long distance calls. Why should I have to pay?

      Local exchange companies incur significant costs to provide service to their customers. The access revenues that local exchange companies receive from long distance companies help offset some of those costs to keep the cost of local service affordable. As the costs are associated with local service, the FCC determined that it was appropriate to allow local exchange carriers to recover a portion of the lost access revenues from their customers.

    • Who will benefit from these changes?

      The access reduction will reduce the costs for long-distance carriers, as one of their largest costs is the payments for access to local networks.

    • Why did the FCC require reductions in access rates?

      The current system that is used by long-distance companies to compensate local companies for use of the local network was first established in 1984, after the AT&T divestiture, and at a time when there was no competition for local service. Much has changed since 1984 and the FCC recognized that this system did not work well when there is competition for local service. In addition, the FCC believes the current system may make it difficult to develop and use new technologies, such as internet protocol networks.

    • What reductions to access rates are being made?

      In an Order released on November 18, 2011, the FCC required local exchange carriers to reduce the rates they charge to long-distance companies to complete or terminate long-distance calls.

    • What is the Access Recovery Charge?

      The Access Recovery Charge, or ARC, allows incumbent local exchange carriers, such as All West Communication, to recover part of the revenues lost through FCC-required reductions to access rates.

  • Can I put my service on hold?

    Please review our Terms and Conditions for residential services then stop by the office or call us to put your services on hold.

  • If I sent my check around the 25th, why has it still not been deducted from my bank account?

    We cannot post payments while we are printing and mailing bills, which occurs from the 25th through the end of the month. Therefore, if we receive a check after the 25th of the month, it will be processed and posted once all the bills are mailed.

  • Why does my bill have a due date of the 25th, but a disconnect notice was included?

    The “Amount Due”, reflects the amount of your normal monthly charges, and is due on the 25th of the month. The “Amount Delinquent” reflects an unpaid balance from the previous month and is due immediately.

  • What happens if I fail to pay my bill by the due date?

    If payment is not received by the 25th of the month, it will be reflected on your next bill. If the past due amount is not then paid immediately, you will receive a disconnect notice that indicates a disconnect date. Disconnect notices are mailed the 2nd week of the month, with disconnects occurring during the 3rd week of the month. Late fees will be applied according to the Terms and Conditions. If you are unable to make your payment, we are happy to work out a payment arrangement with you. Please call Customers Service at 866.ALL.WEST before the disconnect date.

  • What are the Wire Center and Service Order charges?

    These are charges to set up or switch initial phone service.

  • What are the fees on my phone bill?

    The residential or business access charge is the primary service fee for providing phone service into your home or business. Other taxes and fees are mandated by the local, state, or federal government.

  • My first bill is higher than expected. What are the added costs?

    Services are pro-rated from the date of installation to when your initial bill is printed, along with your service for the upcoming month. It may also include one-time installation and setup charges.

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