FAQ

Who is Guardian Broadband?

Guardian Broadband is an unbiased, provider neutral telecommunication and technology services consulting agency. We provide you with one contact for all your communications services needs. Our partners are proven local and national service providers who meet our strict service and product standards. We do the research so you don’t have to. Click Here to learn more about Guardian Broadband.

How do I find out more about your services?

Call us today at 720-220-2225 for a Free No-Obligation service consultation. We look forward to working with you.

How do I reach customer service to report a service issue?

Support for Existing Clients:
For service related issues during our business hours (M-F 8am to 5pm, closed on Holidays), please follow this procedure:

  • Step 1: For service issues, call your provider’s toll free customer care or repair # and open a trouble ticket immediately. Your provider’s phone # will be on your invoice or their website. Be sure write down your service ticket number.
  • Step 2: Contact Guardian Broadband, at 720-220-2225, to report your issue and ticket number so that we may assist you in resolving the problem.

For any service calls after our business hours or on Holidays: Please contact your service provider’s 24×7 customer service line to open a trouble ticket immediately. Please let us know about the issue and, if needed, we will follow up during our next business day.

For Any Billing Issues or Questions Anytime: Please call your service provider to open a billing trouble ticket AND notify Guardian Broadband so that we may provide assistance to you in resolving the issue.

What is toll fraud?

Toll Fraud occurs when hackers gain unauthorized access to your premise based phone system/PBX remotely most commonly by exploiting weak phone system and voicemail system passwords. Once hackers gain access, they seize control of your phone system and start originating calls to domestic long distance and International (toll) destinations at your expense. In most serious cases, hackers are able to capture long distance lines and then “resell” long distance service at a significant expense to you. Many toll fraud cases occur when your offices are closed on weekends or Holidays and in most cases, affected customers never realize they have been hacked until they receive their provider invoice with the unauthorized charges. Domestic and international toll fraud is estimated to cost U.S. companies $1.2 billion a year. In the event of an issue, you and your long distance provider incur significant charges. You are responsible for the security of their phone system and are therefore responsible for these fraudulent charges. Please contact us with any questions.

How do I protect my business from toll fraud?

Preventing toll fraud is your responsibility, therefore, please make it a priority to protect your business.

  • Contact your PBX/phone system vendor to ensure you have reduced your risk of toll fraud.
  • Frequently change access passwords and authorization codes used for remote access, voicemail, administrative, and other purposes.
  • Use common toll fraud protection features with your long distance calling, such as secure, verified, long distance account codes, authorization codes, and international call blocking options, etc. Please call us or ask us or your provider’s Customer Care department for details.
  • Most toll fraud occurs during vacation and year-end holiday seasons. Be sure to take these preventative steps during this time of the year.
  • Thoroughly review your telephone bill regularly. In some cases, toll fraud can go on for months before someone looks at the detail of the phone bill and notices there are unauthorized charges.

What is the big difference between providers?

Telecom and technology providers can vary greatly across the board from access methods to your location to services and technologies offered to service areas covered. It is a difficult and confusing task to sort out the differences between providers which is where we come in. Call us anytime, we are happy to assist.

What portion of the installation does the LEC handle (if needed)?

The ILEC (Qwest, ATT, Verizon) will provide the physical copper wire from the Central Office to your location. They will condition the lines preparing for your service to be installed. Your service provider and/or Guardian Broadband will handle all coordination for the ILEC portion of the installation.

What portion of the installation does my service provider handle?

Your chosen service provider will make sure that your service works from the demarcation point to the customer premise equipment (CPE) installed for your services, usually in your phone closet. The installation technician tests the service from the CPE out to the central office to ensure proper connectivity.

How long does it take for service to be installed?

Depending on the technology ordered, it takes most providers a couple of days to a couple of weeks to install services. Some orders can take over 60 days to install. Contact us for more detail on your order.

What happens after I sign a contract ordering services?

Your service provider will enter your order into their provisioning system. At that point, the local loops will be ordered & conditioned for service. Your Project Coordinator or Guardian Broadband consultant will be in contact with you to schedule a time and date for services to be installed. Guardian Broadband will monitor the progress of your order and work with you to be sure you understand what is happening next.

What do I need to provide to make my service work?

You will need to coordinate service installation with your phone equipment and/or data network consultants to ensure that these services work from the demarcation point to your desktop key system and computer/LAN. Contact us and we can handle this coordination for you.

When do I receive a bill?

Your first invoice will be sent to you after services are installed. Your invoice will contain your monthly recurring charges and one time installation charges. After the first billing cycle, your invoice will arrive monthly from the provider you have chosen and will contain only recurring charges.

How do I cancel my existing services/providers after my new services are installed?

It is important to note that this part of the process is the sole responsibility of the customer. No one else is authorized , including Guardian Broadband or its partners, to do this for you. We would like to make the transition of your telecommunication services from your previous carrier as convenient and trouble-free as possible. To ensure the billing portion of this process is completed properly we ask that you please contact the billing department of your existing carrier(s) before you sign any contracts or orders with new providers to understand the contract expiration and disconnect notice process of your existing provider. Once your services are transferred to the new provider, you can then provide cancellation notice to your existing provider. Even though they may no longer be providing you service, it is best to confirm that they have stopped billing for services they no longer provide. This confirmation by you will prevent any continued billing, thereby preventing double billing errors. Be sure to wait until all services have transitioned to the new provider before canceling service with your previous carrier.

How do I resolve billing issues?

You may contact your service provider directly to resolve the issues. If at any time you feel like you not being treated the right way, call us and we will resolve the issue.

I am getting slow response time when I visit web sites. Why?

If you are using shared, best effort, high speed Internet technologies like DSL and Cable modems, then your available bandwidth will be shared with the other users in your area who are using the same technology/providers. High use times during the day will slow your access speeds. Other network integration issues may slow speeds as well. Contact us if you need assistance in identifying solutions for this issue.

If you desire a stable, guaranteed speed, try integrating a higher quality Internet solution like a T-1 or better service, with a 100% Service Level Guarantee behind it. These technologies offer high-speed access with speeds dedicated to you. Your speed will remain constant at all times. Contact us and we’ll explain in more detail.

What are Service Level Agreements?

Service Level Agreements, or SLAs, are written agreements offered by select service providers that guarantee the level of performance of the circuit you have purchased. Performance measurements include uptime or availability, bandwidth, latency, packet loss, etc. The best SLAs guarantee 100% uptime and offer invoice credits for service degradation below certain performance measures. Service Level Agreements are only available with certain technologies and providers. Contact us for more details.

Who do I contact for Domain Name registration?

If you would like to purchase a domain name, there are several websites you can visit:
www.networksolutions.com
www.register.com
www.dotster.com , etc.

How many IP addresses do I need?

Consult with your data/LAN integrator to be sure that you are requesting the proper number of static IP addresses based on your desired LAN configuration. Guardian Broadband will be happy to assist in this process with you. Please contact us for more information.

What is a Tier 1 ISP?

Wikipedia’s answer to this question is as follows:

A Tier 1 ISP Network is an IP network (typically but not necessarily and Internet Service Provider) which connects to the entire Internet solely via Settlement Free Interconnection, commonly know as peering. Another name for Tier 1 network is “transit free”, because it does not receive a full transit table from any other network.

Although there is no formal definition of the “Internet Tier hierarchy”, the generally accepted definition among network professionals is:

Tier 1: A network that peers with every other network to reach the Internet.
Tier 2: A network that peers with some networks, but still purchases IP transit to reach at least some portion of the Internet.
Tier 3: A network that solely purchases transit from other networks to reach the Internet.

Lots more information on this topic via several Internet related searches.

Do I Get A Satisfaction Guarantee?

Certain business grade providers, not all, will offer service guarantees for their products and services. Please contact us for more details.

How Much Bandwidth Dow We Need?

There are numerous considerations to determine how much bandwidth a specific client needs. Businesses are integrating and using more Internet applications for business than ever before. Therefore, there are numerous possible network choke points which will impact a user’s perception of Internet speed. The possible choke points exist on the customer’s local area network (LAN) all the way out through the Internet provider’s local equipment and core network. Adding more bandwidth is a possible solution but is not always the final answer in troubleshooting a perception of slow Internet speeds. Circuit utilization with any real time client applications like streaming music, video, VOIP, web conferencing, document scanning or any other high bandwidth application can continue to cause a perception of slowness. The best way to answer this question is to consult with your service professionals and vendors, including us and your computer/IT company, to complete an in-depth network assessment.

How do I list my business in the White Page/411 directory listings?

Your new local phone service provider can provide assistance with your directory listings in the White Pages for services they provide. It is essential that you properly verify both your primary line as well as any other numbers moving to the new provider. If there are numbers not being transferred to the new provider, please verify the directory listings status by contacting the associated service provider. This will prevent incorrect phone numbers in directory listing databases and ensure accurate 411/information listings. Please let us know of any questions here, we will be happy to assist.

How do I advertise my business in the Yellow Pages?

While Integra can provide assistance with your directory listing in the White Pages, Guardian Broadband and your new provider do not provide do not provide Yellow Pages listings or advertisements. Please contact your Yellow Pages Advertising representative to ensure your Yellow Pages listing is established to your preference.

Our company is moving. Can we keep our telephone number?

Keeping your phone numbers is possible most of the time when you move offices. However, there are unique situations when you cannot move and keep your phone #’s. Please contact us to guide through this process and any workarounds that may be required.

Our company is moving, how much notice do we need to move services to the new location?

We recommend placing move orders a minimum of 60 days in advance of your target move date to allow enough time to process the orders and allow your services to be installed on your move-in day. This can be a complex process depending on the services involved. It is important to contact us as soon as possible to notify us of your office move so we can advise you properly on services available at your new location. Our goal is to assist our clients with a seamless transition, with minimal downtime, during an office move. When you contact us, we will advise you of service contract considerations, service availability at your new location, which may be different than services available at your existing location, and other details like the timeframe, service downtime considerations, fees and vendor considerations required to process your orders.

Can we keep our toll free number when switching providers?

Yes, you may keep your toll free number when switching to a new provider. You will be asked to identify your toll free number during the service audit process. You can also order new toll free #’s as well, anytime.

What is my billing cycle?

Billing cycles are dependent on the provider you have selected, your installation date and city and state where your services are activated. Each billing cycle runs approximately 30 days and may begin and end mid-month depending on your billing cycle. The due date for payment is listed on the front page of your service invoice.

What are the taxes and surcharges that appear on my bill?

Many providers collect the federal, state, and local taxes, fees and surcharges levied on telecommunications providers and their customers on behalf of the government entities that administer these charges. In addition, your new provider imposes and collects several surcharges on its own behalf. Please contact your provider for additional details.

How are governmental taxes, fees, and surcharges computed?

A provider’s invoicing system calculates governmental taxes, fees, and surcharges in accordance with applicable federal, state, and local regulations. Taxes, fees, and surcharges are either a percentage-based rate or imposed on a per-line/channel basis.

Why is our first bill higher than I expected?

Your first invoice after installing services usually includes more than a month of service plus any applicable one time charges. The first invoice will include monthly billing charges prorated from the start/activation date of your service to the end of the billing cycle plus one full month of forward billing, in most cases. Almost all providers bill this way. Any applicable credits or promotions and one time charges, including activation, labor, etc, are also applied on the first invoice, in most cases.

How does my new provider bill for services?

Your new provider bills customers in advance for service with standard monthly recurring rates. Bills are generated monthly. Your bill cycle dates will determine how your monthly charges are billed. You will be billed from the date after your bill cycle date to the date of your bill cycle date in advance. The billing period for each recurring charge is identified on your invoice. For services such as long distance and conference calling that are charged per minute used or are usage based charges, your provider bills in arrears which means that you are billed for calls made after the billing period in which they occurred. Each statement should reflect calls made in the previous billing period. Your provider reserves the right to bill calls for 180 days after the call is made. Your first statement may not reflect toll or usage based calls.

What are my new provider’s Customer Care or Repair Center hours of operation?

Most business grade providers have 24×7 Customer Care or Repair departments. You can find your provider’s support hotline phone number and access hours on your invoice, on their respective website or by calling us at 720-220-2225.

How can I verify my long distance carrier?

You can verify your current long distance carrier by calling the Long Distance Carrier Test Number:

  • 1-700-555-4141 (out-of state)
  • 1-(your area code)-700-4141 (in-state)

What is slamming?

Slamming is the term used to describe the changing of your long distance carrier to another provider without your knowledge or permission. In order to prevent your service from being slammed, simply contact your provider’s Customer Care department and ask for a long distance freeze. A long distance freeze indicates that no carrier changes can be made unless you authorize the change either by phone or in writing. If you believe you have been slammed, please contact your provider’s Customer Care department immediately and then notify us so we can try to assist you.

Find out how to do Business Technology, Your Way today. Call us at 720.220.2225 for a free, no obligation service optimization analysis. We look forward to working with you.