Support

PHONE SERVICE QUESTIONS:

1. Is there a phone number I can call to get help signing up for Blue Casa? For all questions or if you would like to join Blue Casa’s family simply call 1-800-360-1902 Monday through Friday from 8am to 5pm and Saturdays 9am to 3pm. Back to Top
2. What does Blue Casa offer that my local provider doesn’t? Blue Casa is very different than the Big Phone Company. Blue Casa offers: Savings - Blue Casa Value offers you unlimited local calls, and our 3 most popular calling features - all for one low monthly rate, starting at just $22.38 - a big savings over the Big Phone Company. Blue Casa also offers long distance bundles to fit your lifestyle. Stay connected to the ones you love the most with Blue Casa’s home phone service – get the features you deserve and significant savings over what you pay today. Simplicity - The simplicity of one company, one bill and one rate - Blue Casa offers you the convenience of having one, single provider for all your local and long distance calls. Great Service – Bilingual representatives ready to serve you; from Monday through Friday 8am to 7pm and Saturday 8am to 5pm. Back to Top
3. What features are included with Blue Casa? Blue Casa offers customers every feature available and the great news is you get FREE included features with every calling plan you select. Our most popular calling features, Call Waiting, Caller ID and 3 Way Calling are included FREE with our most popular calling plan, Blue Casa Value. To see our complete list of all features available, click here. Back to Top
4. How do I refer someone to Blue Casa? If you would like to share the advantages of Blue Casa with your friends, we offer a great referral program. For each customer you refer to Blue Casa we will credit your bill $20 and your friend's $10. Your referral needs to stay with Blue Casa for a minimum of 90 days to be eligible for the referral payment. If your referral leaves prior to the 90 day minimum, Blue Casa will charge back the referral credit to both of your accounts. And the best part is there is no limit to the referrals you can make - 1, 10, 40, 500 referrals - each one generates $20 to you! Please click here to see the details of our referral program. Back to Top
5. Can I keep my current phone number? Yes, with Blue Casa, you can sign up for the plan of your choice without changing your phone number in most cases. Back to Top
6. What is the benefit of getting both local and long distance service from Blue Casa? The great benefit of Blue Casa is the savings. With Blue Casa Unlimited your calls can cost the same whether they’re calling to someone next door or across the country. That means you can make long distance and unlimited local calls all for one low price. Back to Top
7. Is there a fee to switch my service to Blue Casa? A service connection charge is required to switch and/or start your telephone service. We do offer many sign-up promotions so call one of our Customer Specialists today to learn more. Back to Top
8. What should I do if my phone service goes out due to a natural disaster?

   Blue Casa Telephone Disaster Recovery – Customer Relief and Tips

   For our Residential and Small Business Wireline customers
   
   Blue Casa Telephone residential and small business customers who have BCT wireline service, including California customers in counties where a state of emergency has been declared by the Governor of California or the President, may be able to request that fees be waived for the following products and services:
   
   • One-time activation fee and one-month charge for establishing Remote Call Forwarding, Remote Access to Call Forwarding, Call Forwarding features and messaging services;
   • Service charge for installation of service at the temporary or new permanent location of the customer and again when the customer moves back to the premises;
   • One jack and associated wiring at the temporary location regardless of whether the customer has an inside wiring plan (“Plan”) and upon their return to their permanent location;
   • Up to five free jacks and associated wiring for our Inside Wire Plan upon return to permanent location.
   
   If you’d like more information on waiving fees in the event of a disaster, small business customers may contact us on the telephone number listed on their bill. Residential customers can contact us at 866.566.2583. Back to Top
9. How will I know when my Blue Casa service has been activated? As soon as your account is active Blue Casa will contact you and you will also receive a Welcome Kit in the mail that summarizes the calling plan and features you have chosen for your phone. This will signify that your service has been activated. When you receive this kit, be sure to review its contents to ensure that the calling plan and features are the ones that you selected. Back to Top
10. I have DSL with my current local telephone provider. What will happen to my DSL service when I switch to Blue Casa? If you have DSL with Verizon you do not need to cancel your DSL, any other carriers you will need to cancel your DSL service in order to switch your line to Blue Casa. Back to Top
11. Where is Blue Casa currently being offered? Blue Casa is available throughout all of California. Back to Top
12. Do I have to pay the entire monthly fee if I signed up for Blue Casa mid-month? Your monthly fee for the first month will be based on the number of days we provided you with service. Your initial bill will reflect the partial month with Blue Casa, and you should receive a refund from your previous provider for this same partial period. Back to Top
13. Do I have to contact my phone company to advise them of my change to Blue Casa? No, Blue Casa will handle all of this. It only requires a single phone call to Blue Casa and we will process the order change electronically with your current provider. Back to Top
14. Can my service be changed without my permission? Switching phone service without your approval is called "slamming" and it is illegal. At Blue Casa we have instituted numerous safeguards to protect our customers, including a third party verification of each of our orders. Blue Casa will work hard to protect our customers and has zero tolerance for abuse of our customers. Back to Top
15. Is a deposit required for new service? A long distance deposit may be required. Your Customer Specialist will be able to determine whether or not a long distance deposit is required. Back to Top
16. I ordered an address change. When will my service work at the new address? 7-10 business days from the ordered date. Back to Top
17. I ordered new service and I currently do not have working service at my home. When will my service be active? 5-7 business days after the deposit is posted to your account. If a deposit was not required at the time you signed up then it will be 5-7 business days from the order date. Back to Top
18. I currently have active service with another telephone service provider and I signed up with Blue Casa. When will my service be active with Blue Casa? 3-5 business days from the order date. Back to Top
19. What number can I call if I have a question on my pending address change order? 1-800-765-6192 Back to Top
20. I currently have Blue Casa phone service and I want DSL with another provider. Do I need to call Blue Casa? No. You can order DSL by calling the other provider and signing up for DSL. Back to Top
21. My service is active and I want to find out my new telephone number Dial 114 from your home phone. A recording will give you your new telephone number. Back to Top
22. I was told I have to dig a trench to put the line underground. Who should I contact? Dial 811 from your home phone and follow the prompts. Back to Top

Billing Questions:

1. Is there any special payment assistance available? Blue Casa is a large supporter of Lifeline programs. If you qualify, Blue Casa would be honored to offer Lifeline services as an option. Lifeline provides huge discounts to our calling packages and exclusion from several surcharges and taxes. Please call 1-800-360-1902 if you have questions on the program or how to qualify and we will be pleased to help you. Back to Top
2. What kind of taxes will I pay? Blue Casa customers will pay federal, state and local taxes that are similar to what you paid your previous local and long distance providers. Customers enrolled in the Lifeline program will pay reduced taxes. Back to Top
3. What is a surcharge and why do I have to pay it? A surcharge is an amount billed by Blue Casa to recover various costs assessed or authorized by governmental and regulatory agencies. Back to Top
4. What are local toll calls? Local toll calls span greater distances than local calls, but fall short of being long distance calls. These calls may be in your area code or in a different one across town, or in the next county. Local toll calls are sometimes referred to as regional toll, shorter distance or local long distance. You’ll generally find these calls listed in the itemized section of your local phone bill. Back to Top
5. What can I expect on my first bill? As with your previous provider and all other phone companies, Blue Casa bills for its service one month in advance for the first month. These charges are prorated from the date your service was activated, so your initial bill will be higher than usual. In addition, your bill will continue to include FCC mandated charges like the Universal Connectivity Charge, the Local Number Portability Charge and the FCC Subscriber Line Charge. Other taxes and/or surcharges may apply. These should be similar to what you see on your bill today. Back to Top
6. Does Blue Casa offer credit card payments? Yes. You can setup your account to be paid automatically each month from either your checking account or by your credit card. Your customer service representative can assist you in establishing your preferred payment method. Back to Top
7. Can I pay my phone bill with cash? Yes. Blue Casa has more than 1,400 cash payment centers across California. To find the nearest cash payment center dial 1-888-846-1610. Back to Top
8. What other payment methods are acceptable? By Mail at: Blue Casa Telephone, Payment Center P.O. Box 2007 Artesia, CA. 90702-2007. Pay by Phone 24/7 at: 1-888-846-1610. Pay Online at: www.bluecasa.com Automatic Pay with: Debit Card, Credit Card, Checking or Savings Account. Back to Top
9. I made a payment. How long will it take for the payment to post to my account? If you mailed your payment using check or money order and all the correct information was provided the payment will process between 3-5 business days. If you made your payment over the phone or through recurring payment and all the correct information was provided the payment will process between 1-2 business days. If you made your payment through a Blue Casa express payment center the payment will process between 2-3 business days. Back to Top
10. I paid my deposit. When will my service be active? If the deposit was paid via check there is a 10 day processing period. After 10 days if the payment is approved by the bank it will take 5-7 business days. If the deposit was paid via credit card it will take 5-7 business days from the posted date. Back to Top
11. I am waiting for a refund. How long will it take to receive my refund? A credit card refund should process within 24 hours A paper check refund should process between 2-4 weeks Back to Top
12. How long will it take to restore my Local phone service after being suspended for non-payment? If you paid your total past due balance, it can take up to 3 business days Back to Top
13. How long will it take to restore my Long distance phone service after being suspended for non-payment? If you paid your total past due balance, it can take up to 24 to 48 hours Back to Top
14. I am signed up for recurring payments. It has been working correctly but this month my recurring payment did not go through. Why? Recurring payment will go through automatically every month if you signed up for recurring. Check with your bank or credit card company. The recurring payment will not post if the credit card or bank declines the payment or if the credit card is expired. If the payment has posted through your bank or credit card company you can contact us at 1-866-566-2583. Back to Top
15. I am waiting for a refund. How long will it take to receive my funds? If you are owed a refund due to disconnection or overpayment, a credit card refund should be processed within 24 hours. A paper check refund will be processed in 2–4 weeks. Back to Top

Technical Support Questions:

1. If I have a problem with my line, who can I contact to fix it? Simply call Blue Casa toll free at 1-866-566-BLUE (2583) Monday through Friday from 8am to 8pm and Saturdays from 8am to 5pm. Back to Top
2. When I call someone’s home phone their caller ID does not display my name/number. The caller ID shows someone else’s name. The person’s telephone provider whom you are calling has not updated the name for your telephone number. Nothing is wrong with your account. Back to Top
3. The Verizon or ATT technician has been out to my house but my line is still not working The trouble is most likely inside the house. Please contact Blue Casa to set up an appointment to have the inside wire fixed. You can contact us at 1-866-566-2583 Back to Top
4. What defines inside wire? Wiring that connects your jack to telephone service to include the wiring that connects to the Network Interface Device on the outside of your home. Back to Top
5. What about problems with my Inside Wire? You are responsible for the maintenance of the wiring inside your home. If there is an issue, you can call us to schedule a technician to come out and repair your inside wiring. If you live in an apartment, condo or other group living facility, contact your landlord or manager to determine your responsibility. Back to Top
6. I am dialing a number with the same area code as my home phone number but I am getting a recording. Check the number you are dialing. Try dialing a 1 then the area code and phone number. If this does not work note the message you are receiving and contact us at 1-866-566-2583. Back to Top
7. Will the technician that comes out to my home be a Blue Casa technician? No. The technician will be either a Verizon, ATT, or a contracted technician but he or she will be fixing or installing Blue Casa home phone service. Back to Top
8. What is the standard time frame for a repair issue to be fixed? 3-5 business days Back to Top