Frequently Asked Questions

English-by-Phone is a network of online language schools based in Canada, Russia, Poland, Ukraine, South Korea and United-Kingdom.

We organize 1-on-1 lessons on mobile phone, landline phone, Skype or our own VoIP.

English-by-phone is one of the rare online school that establishes learning standards that you will find mostly in traditional academic institutions. Our teaching approach has been consistently rated highly in both student feedback and peer reviews.

Our teaching approach is based on 10 different features:
1- A Progressive Curriculum
2- Certified Teachers
3- Predefined Schedule (example)
4- Convenient audio/video/screen share* environment (mobile, landline or skype)
5- Course notes provided after each lessons
6- Homework assigned
7- Every lessons are recorded
8- Monitor your progress per area from the progress report page
9- Academic advisor supervision
10-Certificate of completion
*accessibility to video and/or screen share depends on the quality of your internet connection. At least 2mbps download and 1mbps upload is required.

English-by-phone is part of the Zamenhof Network.

First you need to find your dream teacher; a teacher with whom you feel comfortable to express yourself and like the way he or she is helping you to improve.

The only way you can find your teacher is to enrol in live classes with several different teachers.

For this purpose, we created the Christmas Carol offer. As an analogy to the famous Charles Dicken novel novel, the offer is a package of 3 lessons with 3 different teachers. After the three lessons, you can re-enrol in another Christmas Carol offer (with three more lessons) or, if you found your match, to sign up for a full course with your selected teacher.

Contact your administrator.


– Click on the messages tab,
– Click on the New message
– Select any administrator and click the compose message button
– Write the message “Please delete my account” and click the button send message.

Your account will be deleted within 24 hours. You will not have access to the invoices nor the lessons history (lessons content, homework, exercises, audio recordings of the live lessons… etc).

If you have a student account:

– Click on the messages tab,
– Click on the New message
– Select any administrator and click the compose message button
– Write the message “Please delete my account” and click the button send message.

Your account will be deleted within 24 hours. You will not have access to the invoices nor the lessons history (lessons content, homework, exercises, audio recordings of the live lessons… etc).

If you don’t have a student account:

Write your question in the box on the right side of this page and click the Send Message button.

The price per lesson (of 25 minutes) will depend on three factors :

 1  The number of lessons you buy at once (what we call, “a package”)


 The course

 

  • General English*

Number of lessons

Price per lesson

Total Price

1 to 3 lesson

 $18 1 lesson = $18

4 to 7 lessons

 $17

4 lessons = $68 USD

8 to 11 lessons

 $15 8 lessons = $120 USD

12 to 19 lessons

 $14 12 lessons = $168 USD

20+ lessons

 $12 20 lessons = $240 USD

*Some General English courses that are part of a discount (for example, the Christmas Carol course) are cheaper.

 

  • Specialized English

Number of lessons

Price per lesson

Total Price

1 to 3 lesson

 $22 1 lesson = $22

4 to 7 lessons

 $20

4 lessons = $80 USD

8 to 11 lessons

 $18 8 lessons = $144 USD

12 to 19 lessons

 $16 12 lessons = $192 USD

20+ lessons

 $15 20 lessons = $300 USD

*This table is showing indicative price only. Most Specialized English courses price are defined by the teachers’ qualification. Some course prices can be significantly different.

 

  • Exam Preparation

Number of lessons

Price per lesson

Total Price

1 to 3 lesson

 $20 1 lesson = $20 USD

4 to 7 lessons

 $18

4 lessons = $72 USD

8 to 11 lessons

 $17 8 lessons = $136 USD

12 to 19 lessons

 $15 12 lessons = $180 USD

20+ lessons

 $14 20 lessons = $280 USD

 

  • Evaluation

Number of lessons

Price per evaluation

Total Price

1+ evaluation

 $19  1 evaluation = $19 USD

 

 3   The connection type

–> Student Panel (free)
–> Landline phone*
–> Mobile phone*
–> Skype (free)

*The exact price per lesson depends on the country.

 

The final price per lesson will always be clearly indicated before your payment.

Follow this link to your settings page. Make sure you are on the Profile tab. Scroll down to the box titled Password, write your new password and click the button Submit at the bottom of the page.

Follow this link to reset a forgotten password.

English-by-Phone is the fastest and most convenient way to learn a English. We offer private tutoring. All of our teachers go through a rigorous screening proceed and then must go through an on boarding process to ensure that our students are speaking with a well qualified and fun teacher.

More than 12 hours before start time:


– Go to the postpone page
– click on the lesson (represented by your student ID on a yellow background)
– click on the click on the blue cell with the corresponding time and date when you want to postpone the lesson. If you want to postpone the lesson to another teacher, use the unscheduled page.

Less than 12 hours before start time:

If you can’t reschedule or let us know about you unavailability for the lesson at least 12 hours before the lesson starts, the lesson will unfortunately have to be cancelled.

On rare occasions, teachers may have personal or technical issues that prevent them from making the class. In these cases:

• the teacher will contact you to reschedule the lesson
or
• your academic advisor will contact you to reschedule

You will be able to reschedule the missed lesson from the postpone page.

We understand that sometimes it is difficult to make it on time to tutoring sessions so there is a 10 minute grace period. After 10 minutes, however, the session is treated as a no show and you will be charged the full amount for the teachers time and preparation so please plan accordingly. We recommend contacting the teacher as soon as possible if something happens that will prevent you from attending the session.

You can cancel a lesson only 12 hours before the lesson starts. Before 12 hours, the system will offer you to postpone the lesson to a later time. You have the possibility to postpone the lesson or to unschedule the lesson.

All lessons on English-by-Phone platform are listed in your own computer’s local time. So, if you see a tutoring session scheduled for 11:00am, that means 11:00am wherever you are.

The platform also support the DSL so if you have a package of lessons during the time change, you can always refer to the time shown on your student panel.

You just want to make sure your computer’s clock is correct.

For 2 reasons:

First, because of this study:

http://ideas.time.com/2012/10/02/why-lectures-are-ineffective/

In 1996, in a journal called the National Teaching & Learning Forum, two professors from Indiana University — Joan Middendorf and Alan Kalish — described how research on human attention and retention speaks against the value of long lectures. They cited a 1976 study that detailed the ebbs and flows of students’ focus during a typical class period. Breaking the session down minute-by-minute, the study’s authors determined that students needed a three- to five-minute period of settling down, which would be followed by 10 to 18 minutes of optimal focus. Then — no matter how good the teacher or how compelling the subject matter — there would come a lapse. In the vernacular, the students would “lose it.” Attention would eventually return, but in ever briefer packets, falling “to three- or four-minute [spurts] towards the end of a standard lecture,” according to the report.

 

Second, for a technical reason. Our teachers have many students back-to-back. They use the 5 minutes gap to:

– report the attendance
– post the course notes they took during the lesson
– assign a homework based on the most prominent mistake the student did during the lesson
– call the next student.

 

If you find the 25 minutes live lessons too short, you can simply schedule two lessons back-to-back for a total of 50 minutes.

You choose!

Lessons on landline, mobile phone, or Virtual Classroom (student panel) can be recorded.

Lessons on Skype are never recorded.

From your student panel, log on to the settings page. Then, on the connection tab, in the Record Lessons field, make your selection between Yes (recommended) and Don’t Record Lesson.

You will be able to listen by clicking on the audio green icon in the lessons’ list on the live lessons page.

Yes! There will probably be an extra charge per lesson but it is possible.

When registering your package of lessons, the price will be defined based on your country.

You can review the price before the purchase.

Example from the order confirmation email

Example from the website payment page

Yes! When you schedule your lessons, you can add as many teachers you want.

You always can change your teacher. Every teachers can view the lesson(s) content, homework and exercises you had with other teacher(s).

From your student account;

– go to the unscheduled page
– click on the future lessons you have scheduled. These lessons are represented by your student ID with a yellow background. When you click on it, it will disappear.
– once you unscheduled the lessons, select the teacher you want and re-schedule the lesson.

Click here to watch a video instruction

From the message page,


– click on the new message link,
– select the teacher you want to contact from the teachers’ list,
– use one of the templates or click the Compose message button
– write your message or edit the template,
– click on the send message button

When you write something, your note will be emailed to the teacher as well.

First you have to purchase a package of unscheduled lessons. Visit our course page and select the course you prefer.


Then, from your student account;


– go to the unscheduled page
– select the time and date of your available time. By selecting the time, the system will show the matching available teachers.
– select the teacher you prefer by clicking on radio box. This will display their schedule at the bottom of the page.
– click on every blue cells that match the time and date of your desired time frame for a live lesson.

Once you are done, make sure you click on the Confirm Schedule green button. This will send a notification to the teacher(s) you selected for your schedule.

That can be because your lesson(s) belong to a previous package.

Simply change the package from the drop down menu on top of the page to a previous package.

Of course! In that case, you should purchase the Open Course.

There is no pre-assigned content with the open course. Your teacher will assigned the content only after your first live lesson. During your first lesson, your teacher will ask you a few questions related with your goals, what areas you would like to work on and your prefered learning method. After your first lesson, your teacher will assign the lesson from our database of lesson.

If the type of lessons you need are not in our database, you can send your material to your teacher from the message page of your student account.

General English:
The lessons of the general English courses are non sequential lessons and not progressive. It is a set of lessons about a same subject (topics) that can be taken in different order.
With the general English courses, there are no regular evaluations nor progress reports.

Exam Preparation:
The Exam Preparation courses are designed for more serious learners. The lessons of these courses are sequential and progressive. A exam course is split in group of lessons punctuated by evaluation session with a different teacher (certified evaluator).
Every exam preparation courses are designed according to a recognized standardized test of English language proficiency (such as TOEFL, IELTS, TOEIC… etc).

Specialized English:
The specialized English courses have the same structure as the general English courses with the distinction of having a teacher that has extra qualifications for the subject. For example, the Legal English Course is taught by the teacher Jonathan P who is a certified CELTA teacher but also has a degree in law (Magistrates Court qualification). He practiced law in excess of 10 years.

Evaluation:
The exam evaluations are live lessons where a certified evaluator will contact you to assess your current progress.
Before the live lesson with the evaluator, you have to complete a set of exercises.
Once your evaluation is completed, you will receive an email within 12 hours with your evaluation result. You can view the result of your evaluation form the Diploma page and download a one page pdf file or a 8 page report.
The graph section of the diploma page will display your progress per area.

On rare occasions, teachers may have personal or technical issues that prevent them from making the class. In these cases:

• the teacher will contact you to reschedule the lesson
or
• your academic advisor will contact you to reschedule

You will be able to reschedule the missed lesson from the postpone page.

1- Unschedule the rest of your lessons

From the unscheduled page, click on all your future lessons

2- Contact your academic advisor for a refund

– Click on the messages tab,
– Click on the New message
– Select any administrator and click the compose message button
– Write the message “Please refund the package <add package ID>” and click the button send message.

All your unscheduled lessons will be refunded.

IMPORTANT:
Your unscheduled lessons are valid for a period of 6 months. All lessons purchased before 6 months will not be refunded.

A valid credit or debit card can be used for all transactions on English-by-Phone. PayPal is also an accepted form of payment.

Yes. If you don’t have a credit card, or if you don’t like using your card details over the internet, you can pay for lessons by bank transfer. From the order confirmation email, use the bank transfer link.

Yes. We take payment safety very seriously.

No English-by-Phone employee can ever see your credit card number. English-by-Phone has instead partnered with Stripe, an industry-leading, secure payments platform. Stripe is Level-1 PCI Certified, the most stringent level of certification available. All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers. Read more about Stripe’s security practices and policies..

Additionally, we accept payments through PayPal, trusted by 135 million people around the world for secure financial transactions. When you use PayPal, PayPal confirms that your browser is running Secure Socket Layer 3.0 (SSL) or higher, which secures the communication from your browser to paypal.com. All of your information is protected by SSL, which ensures that your information is encrypted so no one can steal it when it is sent across the internet. Your personal information is stored on PayPal’s servers and heavily guarded, both physically and electronically. Read more about PayPal’s security practices and policies..

Did someone other than yourself use your credit card information to make a purchase on English-by-Phone?

If yes, you might be subject to credit card fraud.

Please take the following steps to reclaim your money:

First, cancel your credit card immediately to avoid future charges.

Second, email us at service@english-by-phone.com with the following details:

– First and Last Name
– Last 4 digits of your credit card
– Amount charged
– Date of charge

The English-by-Phone Team will review the charge made and then take the appropriate steps to make sure your issue is resolved as soon as possible.

If you feel like there’s something wrong with the charge, please send us an email to service@english-by-phone.com with the email you use on the languagepanel.com platform, the subject line, FAQ Billing Error and a detailed description of the problem.

We take payments seriously and we will work closely with you to resolve the issue!

Here are steps to ensure that we can accept your card:

1. If you’re using a non-US bank, allow foreign transactions
If you’re using a non-US bank, your bank may have declined the attempt because it’s a foreign transaction.The solution is to enable foreign transactions on your card. Some banks allow you to do this online. Other banks require that you contact the bank, for example by phone.

2. Allow online transactions
If online purchases aren’t enabled for your card, your bank would have declined the transaction. As above, you would need to enable your card for Internet transactions, either through your online banking or by contacting your bank’s customer service

3. Add sufficient funds
You may have insufficient funds in your account. Please ensure that you have a sufficient balance on your account before you try to use the card again.

4. Double-check your CVC
Your CVC check might have failed. “CVC” stands for card verification code. MasterCard, Visa, Diners Club, Discover, and JCB credit and debit cards have a three-digit card security code. The code is the final group of numbers printed on the back signature panel of the card. New North American MasterCard and Visa cards feature the code in a separate panel to the right of the signature strip. American Express cards have a four-digit code printed on the front side of the card above the number. Please make sure that you enter the CVC correctly on the checkout page.

5. Allow transactions from English-by-Phone
If the above steps don’t help, contact your bank directly and ask them to allow transactions from the merchant known as “English-by-Phone.

You can view your receipts on your invoice page.

No, not necessarily, but you will need to be able to speak to and understand your teacher. Usually we find that students who have 1 or 2 years of English or who are of pre-intermediate level or above should benefit greatly from our service.

Note that we have a lot of teachers who speaks a second language. If you worry that your level of English might be too low for the live lessons, let know your academic advisor and he or she will match you with a native speaker that speaks your language.

English-by-Phone specializes in helping you to learn and improve your spoken English and listening skills. A 1-on-1 lesson means that it is just you and a teacher so the lesson will be highly targeted towards meeting your individual needs: the perfect way to practice, improve and learn to speak English. You’ll be able to make yourself understood more easily and you will be able to improve your understanding of English.

You choose!

Lessons on landline, mobile phone, or Virtual Classroom (student panel) can be recorded.

Lessons on Skype are never recorded.

From your student panel, log on to the settings page. Then, on the connection tab, in the Record Lessons field, make your selection between Yes (recommended) and Don’t Record Lesson.

You will be able to listen by clicking on the audio green icon in the lessons’ list on the live lessons page.

Yes! There will probably be an extra charge per lesson but it is possible.

When registering your package of lessons, the price will be defined based on your country.

You can review the price before the purchase.

Example from the order confirmation email

Example from the website payment page

We are reviewing the Internet connection speed of our teachers before hire and we make sure that their Internet connection is fast enough to allow, audio, video, and screen sharing.

On your side, before your lesson, make sure you understand the speed of your Internet connection and which features you can “allow” yourself based on the table below.

To know your Internet speed, visit the Bandwidthplace.com website, click on the Start green button and note your download and upload data.

Landline Phone

Mobile Phone

Skype

Virtual Classroom

Upload: 1mbps+
Download: 2mbps+

Perfect

Perfect

Perfect

Perfect

Upload: 0.5 mbps
Download: 1mbps
Perfect Perfect Will be ok

not possible

Upload: 0.3 mbps+
Download: 0.5 mbps+
Perfect Perfect not possible

not possible