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Frequently Asked Questions |
What is Voice Over IP?
Voice Over IP allows you to make and receive phone calls through your high-speed Internet connection using a standard touch-tone phone. Voice Over IP provides the same quality as a traditional phone service, but you receive more features and pay far less for calls around the world.
What is a router and do I need one?
A router is a network device that manages the distribution of data to and from multiple devices on that network. A router will allow you to use both your VoIP™ service and computer to surf the web and get email at the same time. If you don't have a router, you can get our V3 personal adapter, which has router capabilities.
VoIP™ service will work with most routers available for purchase today. We do not recommend a specific brand. Visit your regular computer supplier for more.
Note:
If you are using DSL for Internet service, your router typically should be configured for PPPoE. Some cable modem services require that the MAC address of the computer be cloned in the router configurations. Check your router's setup guide or the manufacturer's web site for more information.
Some DSL services require a router simply to maintain compatibility and use of their service.
Which router should I use?
We recommends that you purchase a DSL/cable web-safe router that will provide NAT and DHCP for your network. VoIP™ service will work with most routers available for purchase today; we do not recommend a specific brand. If you are having trouble with your service on an older model router, we recommends that you download and install the router's latest firmware from the manufacturer's web site.
Note: If you are using a DSL for Internet service, your router typically should be configured for PPPoE. Some cable modem services require that the MAC address of the computer be cloned in the router configurations. Check your router's setup guide or the manufacturer's web site for more information.
Does the person I am calling need to have your service too?
No, you can call anyone or any phone. And it's always a free call between subscribers in VoIP™ Network.
Do I need to have my computer turned on to talk on the phone?
No. Your VoIP™ service works independently from your computer so your computer does not need to be turned on.
Must I speak through the computer to use your service?
No. You speak through any telephone connected to your V series adapter.
What types of telephones work with your service?
Any touch tone phone.
Will I still be listed in the Phone Book?
If you are transferring your number to VoIP™ and were listed in your local telephone directory's white pages before, by checking the boxes on the Letter Of Authorization (LOA) form, you will remain listed in the white pages of the directory. Otherwise, you won't be listed. Customers who get a new number from us will not be listed in a telephone directory.
Can I use multiple phone extensions with the phone adapter?
You can purchase a multi-line jack adapter, and then connect it to the phone port of the Phone Adaptor. This will allow you to have multiple phones wired on a single line. These adapters are readily available at retail locations that sell home telephone accessories. .
Some of our customers have considered plugging the Phone Adaptor directly into the existing telephone wiring in their homes, attempting to distribute VoIP™ service to all the existing phone jacks throughout their home. The manufacturer of the adapter does not recommend hooking anything to the adapter other than a telephone, We recommends that you seek advice and direction from an electrician or someone who is familiar with internal telephone wiring on how to best connect it to your current household wiring to take advantage of multiple handsets. We would advise that you pre-check the wiring on the jacks to make sure you don't have live PSTN voltage on the jacks before connecting them to the Phone Adaptor (this can be easily done by using a line tester such as those that are available at Radio Shack). Be advised that any damage resulting from practices contrary to manufacturers recommendations for the Phone Adaptor will not be covered by warranty.
WE RECOMMEND YOU HIRE A PROFFESIONAL FOR HOME NETWORKING.
Can I use my fax machine with VoIP™ service?
Although we have experienced high success in placing and receiving fax transmissions, we have simply not yet certified support for fax. We anticipate fax service Q4 2006
What are the start-up costs? How much will it cost monthly?
All of your billing information is available for your convenience on your Customer support online. You access all of your invoices and view your calling details.
What taxes do you charge?
3% Federal Excise Tax on all service charges.
What are Regulatory Recovery Fee surcharges?
The Regulatory Recovery Fee is $5.99 per line. This is a fee that VoIP™ charges to recover regulatory related costs per phone line. These costs may include Federal and State Universal Service Funds (USF), 911 fees, E-911 fees, local number portability costs, CALEA compliance and other regulatory related fees and cost.
Can I keep my current phone number with VoIP™ service?
Yes, please call 866-312-6288 to have your current number ported to VoIP™; this process could take up to 25 days depending on your current provider.
Is there any cost anything to transfer my current number?
This is a free service provided by VoIP™.
Does VoIP™ service work with wireless ISP networks?
Yes. You can connect your VoIP™ service to your wireless Internet Service Provider (ISP) or your home network provides an available Ethernet connection into which you can connect your V series Phone Adapter.
Can I place my number on the Do Not Call List?
If you are experiencing this issue on a line you have transferred to VoIP™ and if you are receiving telemarketing phone calls, then please go to https://www.donotcall.gov to register your number on the National Do Not Call List.
What must I do if I move?
YOUR SAFETY IS OUR FIRST PRIORITY; YOU MUST PROVIDE US WITH YOUR CURRENT PHYSICAL ADDRESS IMMEDITALY. Please notify VoIP™ by calling 866-312-6288 so we can update your physical address for 911 dialing. Updating recording for 911 services could take up 30 days so please contact us accordingly.
Can I take my phone adapter with me when I travel?
Your line and V series adapter is portable to any high-speed Internet network in the US and Canada. Please check with countries laws and regulations for legality of using your V series adapter outside the US and Canada.
How do you dial International?
011+country code + phone number
Do you have Toll Free service?
VoIP™ will offer Toll Free service in 4Q 2006. It's a flat rate of 4.9¢ a minutes for all calls from US and Canada.
Do you offer 911 Dialing?
VoIP™ Service supports 911 dialing and E911 within our normal operating services. E911 is the service that automatically gives the Emergency Service your Service location Address. VoIP™ 911 service operates differently than traditional 911. See www.myvoip.com/911 for details.
(b) Can I use your service with my home alarm system or personal emergency response Services Company?
No. Please keep a separate landline from the local phone company.
What is Wi-Fi?Wi-Fi is an abbreviation for Wireless Fidelity refers to wireless networks that use high frequency signals to send data. VoIP™ V4 phone is a phone that uses a Wi-Fi network or Hot Spot.
What is a hot-spot?A specific location which provides public wireless broadband services to visitors. Hotspots are often located in heavily populated places.
Can I use my V4 Phone (Coming Soon) at a local hotspot like Starbucks?
No. Starbucks, hotels, airports provide an open access point but require a login and password to access their service area. For the initial beta trial we do not support these types of interfaces.
What Wi-Fi standard does my V4 phone support?
Your V4 phone supports the IEEE 802.11b 2.4GHz frequency.
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Billing |
Online Billing
Say goodbye to paper bills, writing checks, late fees, buying stamps! With VoIP™ you can access your call details, account summary, and pay your bill online.
What are the start-up costs? How much will it cost monthly?
You will never look at your phone bill the same way again and get control of your phone bill. You will be charged the amount of the V-life plan you choose.
What taxes do you charge?
VoIP™ collects a 3% Federal Excise Tax on all service charges.
What are Regulatory Recovery Fee surcharges?
The Regulatory Recovery Fee is $5.99 per line. This is a fee that VoIP™ charges its customers to recover costs related to the Federal Universal Service Fund (USF), other similar funds, as well as domestic and international fees and surcharges. Your monthly bill will reflect a Regulatory Recovery Fee a $5.99 for each line on your account.
How do you bill for services?
We offer you the most convenient online billing. Your credit card (Visa, MasterCard, or American Express) is charged automatically on a monthly basis. Your account will be activated upon sign up. Please remember that your billing cycle begins when you have received your V personal phone adapter and have successfully plugged it in.
For any specific question on your billing, please send us an email to Support@myvoip.com
What if there is a problem with my credit card?
If for any reason your credit card on record cannot be processed, we will notify you immediately by email. Please go to your Control Panel and update the credit card information.
. If payment is not received with in 10 days, service will be suspended immediately.
If payment is not received, service will be suspended immediately.
How do you bill for services?
For your convinces your credit card (Visa, MasterCard, Discover or American Express) is charged automatically on a monthly basis. Your account will be activated upon sign up. However, your billing cycle begins when you have received your personal V adapter and have successfully plugged it in.
For any specific question about billing, send an email to Support@myvoip.com
Will I receive a paper bill?
No, all your billing is on line for your convenience
You can view your service usage, charges and all billing period on line.
What is the overage charge per minute for all calls in US and Canada,
on plans that do not include unlimited calling?
It's a flat rate of 4.9c a minutes for calling within the US and Canada
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Requirements |
What do I need to use VoIP™ service?
. A Touch Tone Phone
. Broadband or high-speed Internet access
. A VoIP™ Personal V series adapter
* A router if V1 adapter is being used
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Features |
Free Standard Features
1. Anonymous Call Rejection
2. Caller ID
3. 3-Way Calling
4. Call Waiting with ID
5. Cancel Call Waiting
6. Enhanced Voicemail
7. Web Voicemail
8. Control Panel
9. Line Identification
10. Call Forwarding
11. Remote Access To Call Forwarding
12. *69-Automatic Recall
13. *67-Caller ID Block
14. Handset Feature Manager
15. Message Center
16. Pin Access
17. Online Billing
18. Speed Dial
19. V-LIFE
20. V-TOOL
Free Premium Features
1. Activity Control
2. Busy Call Forwarding
3. Delayed Call Forwarding
4. Selective Call Forwarding
5. Privacy Control
6. Parental Control
7. Reminder Call
8. Advanced Reminder Call
9. V-Mail
10. VoIP-GPS
Activity Control- This service allows you to prevent certain types of calls from being made from your phone. You can choose to bar any combination of particular types of call, such as international, long distance, local and mobile calls.
Anonymous Call Rejection- Unwanted calls can be a serious problem. Anonymous Call Rejection allows you to reject all calls where the caller withholds their number.
Call Forwarding- Forward your incoming calls to a different number.
Busy Call Forwarding- Forwards your incoming calls to a different number when the dialed number is busy.
Delayed Call Forwarding- Forwards your incoming calls to a different number if the call is not answered within a specified length of time or number of rings.
Selective Call Forwarding- This service allows you to enter up to ten numbers that are redirected or forwarded to another number when they call you.
Remote Access to Call Forwarding- Allows you to change Call Forwarding settings from any location (not just from your phone).
Caller ID- See incoming caller number before you answer the call.
Call Waiting with ID- Know who is calling you on the other line while you're on the phone.
Cancel Call Waiting- Allows you to disable call waiting for the next outgoing call.
Control Panel- Online access to V-TOOL, Billing, Web Voicemail and more.
3-Way Calling- Talk to two people in different locations at the same time.
Enhanced Voicemail- Enhanced telephone message system.
Web Voicemail- An online tool to access your Voicemail and control your settings.
Handset Feature Manager- Manage your features from your Handset.
*67 Caller ID Block- Block your number when making calls.
*69 Automatic Recall- Get last missed caller number.
Line Identification- Reads back the Telephone number for the line using this service. The code for line identification is 211.
Online Billing- Say goodbye to paper bills, writing checks, late fees, buying stamps and access your call details, account summary, and pay your bill online.
Message Center- Access your Voicemail from any phone.
Parental Control- Parental Control allows you to block up to ten unwanted numbers, that are rejected when they call you.
Pin Access- Your PIN is required to access some features through the handset, the PIN access service provides you with the ability to change your PIN.
Reminder Call- Reminder Call allows you to set up a call to your phone at a specified time in the next 24 hours.
Advanced Reminder Call- Advanced Reminder Call allows you to set up a recurring call to your phone. You can choose whether this call recurs every day, every weekday or once a week on a specific day.
Speed Dial- With Speed Dial, you can set up short dialing codes for the phone numbers that you use most often.
V-LIFE- Residential and Small business plans. Your VoIP™ service is totally portable to any high speed Internet or broadband connection, you can travel with your V-series adapter, and enjoy V-LIFE.
V-Mail- Empowers your Voicemail, by delivering your voice mails to your e-mail, and you can choose to share them with family and friends.
V-TOOL- On-line access to manage and change feature settings online with a click of a button from anywhere on the planet.
VoIP-GPS (General Positioning System) Never miss a call again! VoIP-GPS is a service that allows you to set up options for directing incoming calls to multiple destinations either simultaneously or sequentially. For example you could set up an option that first directs incoming calls to your business phone, then tries your cell phone and finally your home phone before dropping back to voicemail. VoIP GPS would not be able to locate your physical address for example on a 911 emergency call and is completely different from GPS (Global positioning system) service.
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Device Warranty |
We offer device warranty for the first 30 days, after that period please contact the manufacturer of the adapter for further warranty. Just remember if you are facing a problem with your adapter, please contact technical support and we will be happy to fix any issues that you are encountering.
Please refer to Subscriber agreement for more details or email us at Support@myvoip.com .
Technical support contact: 1-866-312-6288 option 4
Operating hours
Monday to Friday
8:30am to 10:30pm EST
Saturday
10:00am to 2:00pm EST
*Device must be in original package and in good condition for any returns.
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E-911/911 Dialing |
VoIP™ Service supports 911 dialing and E911 within our normal operating services. E911 is the service that automatically gives the Emergency Service your Service location Address. VoIP™ 911 service operates differently than traditional 911. See www.myvoip.com/911 for details.
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Shipping |
How can I track my order?
You will receive an email with a shipping tracking number.
Service Issues & Troubleshooting
How do I reboot my Phone Adapter?
Instructions for rebooting your Phone Adapter:
1. Unplug only the power cable from the back of your Cable/DSL modem.
2. If you have a router, unplug its power cable.
3. Unplug the black power cable from the back of your V Phone Adapter.
4. Wait at least 2 minutes or follow the Cable/DSL modems manufacturer's instructions.
5. Plug your Cable/DSL modems power cable back into your device and wait for it to start up completely before continuing.
6. If you have a router, plug the power cable back in and wait for it to start up completely before continuing.
7. Plug in the power cable for your V Phone Adapter.
8. Wait at least 2 minutes.
9. Reboot your computer and check to make sure that you have an Internet connection.
10. Pick up the telephone receiver and listen for a dial tone
I am unable to receive any inbound calls. What is the cause?The inability to receive inbound calls is directly related to your V series Phone Adapter's ability to register with our network. If you V series Phone Adapter is not registered, VoIP™ network will be unable to route calls to the device. When a call is unable to reach your V series phone adapter, VoIP™ will route the call to your voicemail.
There are a few reasons your phone adapter may not be able to register with the our network:
. Power outages
. Loss of Internet connectivity
. Your account has been suspended because of a billing issue with your credit card.
Please contact technical support at 1-866-312-6288 option 4 for any help needed.
Can I use the Phone Adapter overseas?
We advise you to check the local voice over IP laws of the country that you are using it in, some countries regulate the use of voice over IP. Unfortunately, we cannot guarantee the quality of service due to the long latency between your local ISP provider and our service in the United States. If you use our service in another country, you will have to accept a US telephone number and pay our international rates to call within your country. See our current list of international rates.
Home Network
What is a Home Network?
A home network is a type of local area network (LAN), a group of computers and other devices in close proximity to each other that are connected, so they can share information and resources. Home networks often link desktop computers, laptops, printers, DSL or cable modems, video game systems, and digital video recorders. A home network is all about sharing. It can allow you to exchange files without floppy disks, print from any computer to a single printer, play multi-user video games, and share one broadband Internet connection.
A typical LAN is made up of three parts: nodes, a connecting medium, and specialized networking equipment. Any device connected to the network, like a computer or printer, is called a node. A LAN can have as few as two nodes or as many as thousands of nodes. Nodes can be connected either with cables or wirelessly. Specialized networking equipment, like routers and network interface cards, helps link the nodes together and facilitate the exchange of information between them.
We recommend that you call a professional to network a Home Network
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Refer a friend |
Tell your friends and family about VoIP™ and start saving money together. Every person you refer you get a credit of up to $15 towards your phone bill when they sign up as a new customer. The amount of credit depends on which plan they choose (see the chart below for details). There is no limit on the amount of referrals you send to VoIP™.
The credit will appear in your account after 90 days of when your friend signs up. The credit will be applied toward your future monthly bills. All credits will be applied to your monthly service bill only.
IMPORTANT: Your friend will need to sign up as a new VoIP™ customer on the Internet or through our customer service toll free number. If signing up through the Internet, during the sign on process your friend will need to enter your VoIP™ telephone number in the box that reads, "VoIP™ referral Phone Number." When you refer friends, VoIP™ will credit your account for the new customer referral.
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Contact us |
Let us help you!
Support@myvoip.com
Toll Free: 1-866-312-6288
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