Frequently Asked Questions

My first bill is higher than I expected. Why is that?

Great question. Your first bill is pro-rated from the day your new service was turned on, through the end of the month. Additionally, we always bill for the coming month in advance. Those two amounts, together with a one-time $10 connection fee and $1 membership fee, are included in your first bill. From now on, your monthly bill will simply be for the next month’s services.

Can I pay my bill over the phone?

Yes, absolutely. We currently accept Visa and Mastercard payments. To pay over the phone, just give our Customer Service line a call with your card information ready. If you would rather “set it and forget it,” we offer an Automatic Payment option, allowing you to automatically send payment straight from your checking or savings account each month.

What is NetProtect™?

NetProtect™ is a program offering coverage for your Internet and home phone wiring, for just $2/month (free with service packages!). Click here for more details.

How do I reach Directory Assistance?

There are two ways to reach Directory Assistance:

  1. Dial 1, followed by the area code you are trying to reach, then 555-1212.
  2. Dial 411.

I get telemarketer / solicitation calls all the time—is there any way to stop them?

If the telemarketers are playing by the rules, there are two effective ways to stop getting those pesky telemarketer calls.

  1. The easiest way is to register for the national Do Not Call list. You can register online at donotcall.gov, or you can call toll-free, 1-888-382-1222 (TTY: 1-866-290-4236), from the number you’d like to register. Once your number is on that list, telemarketers know they are not supposed to call you.
  2. Another option is to answer these calls, and to simply ask them to take you off their list, indicating you do not wish to receive calls from them.

If the calls you’re receiving are Robocalls, you can also contact our Customer Service Department and ask them to add Robocall Blocking to your account. This is a free service to our members.

If I’m going to be doing some digging and need to locate the phone lines, who do I need to call?

To locate the cables before you dig, go to Oregon Utility Notification Center or call 1-800-332-2344 or 811.

Note: damage to the lines occurs frequently, and it generally could have been avoided through a simple phone call like this one. Damaging a line means you are subject to fines and repair costs; it is a legal obligation to call and locate the lines before digging.


I get charged every time I use Directory Assistance. Do I have any other options?

Absolutely. The best way to find out directory information in Pioneer’s serving area is to use the Pioneer Connect Directory, there you will also find other useful information as well. Another option is to utilize the Internet. A few useful sites for this purpose include:

I have low income. Are there any assistance programs that can help me with my bill?

Yes, there are! You can call the Oregon Telephone Assistance Program (OTAP) at  1-800-848-4442 (TTY 1-800-648-3458), to inquire about qualification, or click here for more information.

Who has the cheapest long distance service?

There are a variety of long distance service providers offering packages that can serve customers in Pioneer Connect’s serving area. Offering a side-by-side comparison is difficult, as rates vary based on calling patterns. Pioneer Connect has long distance packages to fit your needs and budget, with the added convenience of receiving just one monthly telephone bill. Click here to learn more about our long distance plans.

I see a column on my statement that says “ADJ/OCC.” What does that mean?

ADJ stands for “adjustments” and “OCC” stands for “other charges and credits.” These reflect billing changes on your bill caused by things such as a proration of a charge or applying a credit to your account during the billing month.

I can’t be home when your installer comes to do my wiring. Is it okay if my son or daughter is there to let them instead?

Yes, this is fine as long as your child is 18 or older.

What are all the different charges on my bill for?

Here’s an explanation of each charge:

      • Federal Tax: This charge is levied by the Federal Government for the use of telecommunications services. Monies collected are passed onto the Internal Revenue Service.
      • Oregon Universal Service Surcharge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable and affordable rate within Oregon. Monies collected are passed onto the Oregon Public Utility Commission.
      • Federal Universal Service Charge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable and affordable rate throughout the United States. The FCC imposes this charge on local telephone companies.
      • FCC Access Charge: This charge is mandated by the Federal Communications Commission (FCC) for access to the Public Switched Network. It is to help cover a local telephone companies fixed costs of operating & maintaining the local telephone network.
      • Residential Service Protection Fund: This fee is used to provide telecommunications devices and relay services for Oregon residents with speech and/or hearing impairments. Monies collected are passed on to the Oregon Public Utilities Commission.
      • E-911 State Tax: This fee is assessed on behalf of the State of Oregon, to pay for 911 emergency dispatch services, regardless of whether a household has ever made a 911 call. Monies collected are passed onto the Oregon Department of Revenue.
      • Access Recovery Charge (ARC): This fee allows incumbent local exchange carriers to recover some revenues lost through FCC-required reductions to access rates.

Why does it take so long to get my credit refund after I’ve disconnected service?

The disconnected account has to go through two billing cycles to make sure there are not any outstanding long distance or collect calls to be accounted for. This process may take 30–60 days.

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