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Frequently Asked Questions — Billing and Rates

Service Overview

IT Services provides billing and rates for telephone, cell phone, data communication, video, ID card services to Stanford University and Stanford Hospital.

Cost of Service: N/A

Turn around time of request: There is a 48-hour turnaround for billing requests. Escalation: after 48 hours to supervisor of Order Management.

Required information from client: Name, student ID, account number, call-back number

Ticket writing instructions for this service: group category: Rates/Billing

Help Desk Specialist: If the question is not listed below, please route a HELPSU ticket to: Order Management Order Management.

Frequently Asked Questions

Phone

1. What's the rate for a telephone line? Multi-line set?, Single Line set?
2. What are the different phone packages?
3. How do I check long distance rates? What are the long-distance rates?
4. What is the difference between a bundle and a-la-carte service?
5. What are the calling card rates?
6. How much is it to move service?
7. How much is it for a schedule change hot order? Is there an extra cost to expedite an order?
8. How much are phone features?
9. How much is it to order a phone directory?
10. Does it cost to bridge/unbridge in graduate housing?
11. Is there a charge to delete my service?
12. How much is voicemail?
13. Is there a charge for resetting voicemail passwords?
14. How much does it cost to rent a conference phone?
15. Is there a charge to use my PBN/Authcode?
    
    

Cable TV

1. What's the rate for cable TV?
   
   

Campus Card

1. What's the rate for card services?
2. How much is a card for my spouse/family member?
3. Does is cost to terminate card service? Is there a charge to delete my service?
   
   

Computing/Networking

1. How much is my Ethernet connection/in-room service?
2. How much is a DSL line?
3. What is the cost for a net-to-jack?
4. How much is a basic modem line?
   
   

Cellular Phone

1. How much is a cell phone?
2. What are the different cell plan rates?
   
   

General

1. When will I get my bill?
2. How do I change billing addresses?
3. How do I pay my bill?
4. Can I pay by credit card?
5. Can I pay on-line?
6. Do you take overseas checks?
7. Are my services prorated?
8. Do you charge a late payment fee?
9. How come I'm being charged to call within the 650 area code?
10. Why do the dates for cell phone charges only show till the 7th of the month?
11. Why doesn't the cost show on itemized cell calls?
12. Why doesn't my bill show the total minutes displayed on cell calls?
    
    

Phone Questions

1. What's the rate for a telephone line? Multi-line set?, Single Line set?
   Refer to websites - for students, for business, and for Stanford West follow the links for each service.
   
   
2. What are the different phone packages?
   Refer to http://www.stanford.edu/services/telephone/department/rates/index.html.
   
   
3. How do I check long distance rates? What are the long-distance rates?
   http://www.stanford.edu/services/stanfordwest/rates/index.html
   
   
4. What is the difference between a bundle and a-la-carte service?
   This pertains to Stanford West residents. Refer to http://www.stanford.edu/services/stanfordwest/
   
   
5. What are the calling card rates?
   Refer to http://www.stanford.edu/services/telephone/department/callingcard/index.html
   
   
6. How much is it to move service?
   For students, it's the same as activating new service: phone is $33.00, analog cable is $19.95 and digital service is $29.95. For business: refer to website and follow links on specific phone. All other services, refer to Tier 2.
   
   
7. How much is it for a schedule change hot order? Is there an extra cost to expedite an order?
   For 1-2 day turnaround, it's $125.00. Within 3-5 day turnaround it's $75.00. Within 6-10 day turnaround it's $50.00.
   
   
8. How much are phone features?
   For students. For business.
   
   
9. How much is it to order a phone directory?
   Local directories are free and can be picked up at Forsythe. All others refer to Order Management.
   
   
10. Does it cost to bridge/unbridge in graduate housing?
    Yes, it's $25.00.
    
    
11. Is there a charge to delete my service?
    No.
    
    
12. How much is voicemail?
    For students, it's $8.95/mo bundled with Caller ID. For business, it's $6.95/mo. For Stanford West, it's $5.95/mo.
    
    
13. Is there a charge for resetting voicemail passwords?
    No.
    
    
14. How much does it cost to rent a conference phone?
    $30.00 a day.
    
    
15. Is there a charge to use my PBN/Authcode?
    Only the cost of the call for PBN (Students). PBN-BUS users have free domestic long distance.
    
    

Cable TV Questions

1. What's the rate for cable TV?
   Refer to websites - for students, for Stanford West, for business, refer to Tier 2.
   
   

Campus Card Questions

1. What's the rate for card services?
   Refer to http://www.stanford.edu/dept/itss/services/campuscard/cardrates.html.
   
   
2. How much is a card for my spouse/family member?
   $15.00
   
   
3. Does is cost to terminate card service? Is there a charge to delete my service?
   No
   
   

Computing/Networking Questions

1. How much is my Ethernet connection/in-room service?
   It is $10.00 a month, not prorated.
   
   
2. How much is a DSL line?
   It is $299.00 for installation.
   384 Kbps. . . $59.95 per month
   1.5 Mbps. . . $179.95 per month
   
   
3. What is the cost for a net-to-jack?
   Clients that are part of the IT Services Net-to-Jack service previously paid standard rates for activation of a new voice line ($155), a new data line ($70) and a voice mailbox ($25). As of April 22, 2001, Net-to-Jack clients activating all three services at the same time, on the same jack could take advantage of the activation bundle of $210.
   
   
4. How much is a basic modem line?
   A basic modem line on campus is the same as a new phone line: $155.00
   
   

Cellular Phone Questions

1. How much is a cell phone?
   See cell phone equipment at http://www.stanford.edu/services/wirelessdevice/cellular/.
   
   
2. What are the different cell plan rates?
   See cell phone plans at http://www.stanford.edu/services/wirelessdevice/cellular/.
   
   

General Questions

1. When will I get my bill?
   After the 24th of every month.
   
   
2. How do I change billing addresses?
   Student can go to Axess for updating their addresses.
   
   
3. How do I pay my bill?
   Students can pay their bills at the bursars. Stanford West residents pay by mail only - an envelope is provided with their statement.
   
   
4. Can I pay by credit card?
   The bursar does not accept credit cards.
   
   
5. Can I pay on-line?
   No
   
   
6. Do you take overseas checks?
   No
   
   
7. Are my services prorated?
   All services are prorated except Rescomp charges.
   
   
8. Do you charge a late payment fee?
   No, there are no late payment fees.
   
   
9. How come I'm being charged to call within the 650 area code?
   Students will ask this question. Student local calling area is approximately a 12-mile radius and a call can fall outside the calling area even though it's within the 650 area code.
   
   
10. Why do the dates for cell phone charges only show till the 7th of the month?
    The billing cycle from AT&T runs from the 8th of the month to the 7th of the next month.
    
    
11. Why doesn't the cost show on itemized cell calls?
    The calls are within a bucket plan and are not charged on a per-call basis.
    
    
12. Why doesn't my bill show the total minutes displayed on cell calls?
    The minutes are shown on each call only.