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Internet Phone Provider - FAQs
[38] FAQs found for Internet Phone Provider
[5] FAQs found for Billing
If I don't use my internet phone service, will I be billed?
Yes. You are still required to pay the monthly charges. An internet phone provider is
like any other service you purchase, such as Cable TV or car rental.
The service has been requested and made available to you, so
payment is due.
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Is there a disconnect fee?
Yes. The fee is typically the payment of 1 months service and usually only applies when the service is cancelled within the
first 12 months. Check with your internet phone provider of choice as details may vary by company.
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What additional fees apply if any (i.e. taxes, surcharges, etc.)?
A 3% Federal Excise Tax (FET) must be applied on the total amount of
your monthly bill as regulated by the FCC. Applicable sales tax will also be applied in KY, IN,
OH as well as other state taxes where applicable. Additionally there will be a $1.99 E911 charge as required by the FCC.
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How will I be billed?
Monthly service charges are usually deducted automatically from your Credit/Debit Card. Paper billing is going away in the future and most internet phone providers have elected to use
the paperless method of billing. [Hide]
[23] FAQs found for Internet Phone Provider Service
Can I keep my current phone number and use it with internet phone service?
Yes. You can keep your existing telephone number and transfer it to
your internet phone provider. This is called porting or
transferring your number or Local Number Portability (LNP). If your
current carrier is able to accept LNP, you should be able to transfer
it to a service provider of your choice. You will be able to find out
if you can keep your number during the ordering process. You can also
transfer an existing 800 number. [Hide]
Can I pick a new telephone number?
Yes. You have the ability to pick the state, area code and
available city for your NEW telephone number. [Hide]
Can I take my internet phone service with me when I travel?
Yes.
As long as you have access to a broadband connection, your telephone
adapter will function properly. Note: Some private networks may prevent
access due to firewall limitations.
Many hotels have high-speed Internet. Check with the hotel to see if
there is an Ethernet connection available in your room. Also, be sure
to ask how they activate the connection and if there is a firewall.
Many hotels can accommodate your request for an open connection to the
Internet.
Note on enabling an Internet connection from a hotel room:
Some hotels require that you enable the Internet connection with a
laptop. In this case, plug an Ethernet cable from the wall to the WAN
port of the ATA or internet phone service adapter. Then plug an Ethernet cable
from your laptop to the LAN port of the adapter. Using this setup,
proceed with enabling the hotel Internet connection. If the Hotel
internet service is Wireless Boradband, you will need to configure your laptop to use internet phone service with WI-FI.
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What equipment do I need?
You'll need a high-speed Internet connection, such as Digital
Subscriber Line (DSL) or Cable Internet and a standard analog
telephone. Once you order your service from an internet phone provider, you'll receive a specialized
telephone adapter or ATA. Just plug your wired or wireless phone into the
telephone adapter, connect the adaptor to your broadband
service and start dialing. If you would like to use multiple
handsets, the easiest way is use a wireless phone with
multiple base stations. [Hide]
What is the difference between using DSL and Cable with my new Internet Phone Provider?
Both services provide enough bandwidth to support services from an internet phone provider.
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Will the internet phone interfere with my computer connection?
Since your voice is being converted to data and sharing the same
broadband connection, you can surf the web while talking on the phone.
Audio compression minimizes the data used for phone calls and maximizes
the bandwidth available for your computer. [Hide]
How long does it take to process my order?
This varies from one internet phone provider to the other however your order should be shipped in 24-48 hours, if it isn't I would seriously question the company you have chosen as your provider.
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Can I use my existing DSL or Cable modem?
Yes in most cases. Combo modem/routers are supported for use with an internet phone provider.
Combo modem/multi-port or wireless modems are not supported. USB only
modems are not supported [Hide]
Can I use a dial-up connection?
No. Dial-up service does not have the necessary bandwidth to support internet phone service from an internet phone provider.
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Can I plug my VoIP adapter into my home telephone network to get a dial tone at all my phone jacks?
Yes, however I recommend using a
cordless phone with multiple base stations, it's the easiest. If you wish to wire your whole house you can find instructions
on how to do so by visiting Converting Inside Wiring For VoIP. [Hide]
Will the equipment from my internet phone provider work during a power outage?
Unless your modem, router and ATA adapter are
plugged into a battery backup or Uninterruptible Power Supply (UPS),
your internet phone service will not work during a power outage. [Hide]
Is there a way to connect all of the phones in my house?
Can someone place a collect call to my phone number?
No. You will not be able to accept a collect call with your internet phone service.
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How do I make my calls?
Can I place a 900 or 1-900 call with my Internet Phone Service?
No. 900 and 1-900 numbers are not supported with service from your internet phone provider.
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Can I use a fax machine with my VoIP phone?
Yes, most internet phone service providers do support faxing. Double check with your internet phone provider to be sure it is guaranteed.
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Will I be able to dial 911 from my internet phone provider?
Yes.
The type of 911 service accessible will be determined by your location
and how your Emergency 911 Center is equipped. Some Emergency 911
Centers are not E911-equipped. For those emergency 911 Centers,
911 service will be provided. Check with your internet phone provider and ensure they offer E911 Service!! I would NOT recommend selecting a provider without E911!
For example:
E911 is: When customers dial 911, their call is directed to their
local Emergency 911 Center based on the address the customer has listed
with their internet phone provider or some have an Account Manager in which you can adjust this on the fly. The emergency operator
will see the address location the customer has listed in their Account
Manager as the location the customer is calling from.
Basic 911 is: When customers dial 911, the internet phone provider network will
translate that 911 dial to the 10-digit number for the local Emergency
911 Center based on the address the customer has listed in their
Account Manager in account services. The customer will reach an
emergency operator in that local Emergency 911 Center for the listed
address. The operator will not see information regarding the customer’s
address or location. The customer will need to communicate their
location to the emergency operator.
In order to have 911 coverage wherever you go with your internet phone service,
you must update your address with your internet phone provider.
I ADVISE CUSTOMERS TO MAINTAIN AN ALTERNATIVE MEANS OF
ACCESSING TRADITIONAL 911 SERVICES. IN THE EVENT OF A POWER OR
SERVICE OUTAGE, 911 EMERGENCY SERVICE WILL NOT BE AVAILABLE.
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Can I change my new telephone number?
If you wish to change your internet phone number issued by your internet phone provider once you establish
service, you may do so by calling your current provider. There is usually a nominal fee that will be assesed in order to change your number. [Hide]
Can I get a 2nd line added to my internet phone adapter?
Yes. A typical ATA or VoIP adapter box comes with 2 lines which may be activated at anytime. [Hide]
What is a virtual number?
A virtual number is an incoming only number. It allows you to have an
incoming number ring to your primary internet phone number. You
pick the state, area code and prefix for the virtual number. For
example, you may live in Louisville, KY but have family in Atlanta, GA.
Your main number is a Louisville number, but you can get a number that
is local to Atlanta that rings on your Kentucky phone. Your Georgia
family members are now dialing a local number, so they can call you
using the virtual number anytime and not be charged for making a
long distance call. [Hide]
Can I get a new 800 number?
Yes. You can order an 800 number anytime. Typically internet phone providers offer a base charge for a certain number of minutes for example $7.99 for 500 minutes and then a small fee for anything
over that such as $.03 center per minute.
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Can I transfer my existing 800 number?
Yes. You can transfer an existing 800 number to your new Internet Phone Service. [Hide]
Will either analog or digital security systems work with my Internet Phone Provider?
We do not recommend using your internet phone with any security system.
Since the service does not work when the power is out (unless your
equipment is plugged into a battery backup or Uninterruptible Power
Supply), we strongly suggest that you keep a standard phone line to
support security systems. You should select the lowest rate plan
possible from your local phone company and check with their security
company to ensure it runs off the local land line.
However, if you wish to use your Internet Phone Provider Service with your security system, check with the provider of your security system to ensure they are compatible with VoIP.
More and more security systems are starting to work with internet phone service as they recognize the direction the industry is headed.
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[9] FAQs found for Interet Phone Troubleshooting
I have installed everything correctly, but I find I frequently have to
re-boot my adapter box to get dial tone. Is there something I can do?
Internet
technology is rapidly changing. It may be possible that the router you
are using does not have the most recent firmware version it reqires. Having
out of date firmware can sometimes cause the need to re-boot. You may
need to update the router's firmware. Updating your router's firmware
may correct the need to frequently reboot the adapter supplied by your internet phone provider. You can contact
the router manufacturer to see if you have the most recent firmware
running. Often times, you will be able to download updated firmware
from the website. You can get common router manufacturers website
and contact phone numbers by visiting router-manufacturers-contact-numbers. Since
technology is changing so fast, it is possible that your new router's
firmware is already outdated.
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How do I reboot my Internet Phone adaptor?
Rebooting
your VoIP adaptor is simple. Just unplug the power from the adaptor,
wait about one minute and reconnect the power to the adaptor.
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I can't get dial tone or I lost my Internet connection.
- Power-down all devices: PC, Router, Modem and VoIP adaptor. Wait about 1 minute.
- Turn the power back on for your modem and wait until it
has completed its start-up cycle. This may take a few minutes to
complete.
- Power up your router and wait until it has completed its start-up cycle.
- Power up your PC. Once the PC is up, check that you can surf the web.
- Power up the VoIP adaptor and wait until it has completed its start-up cycle.
- Check for dial tone.
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What ports do I need to open in my router or firewall for my Internet Phone Provider Service to work?
In most cases, it is not necessary to do so, but older routers or
strict firewalls may require certain TCP and UDP ports to be opened and you can find this by contacting your provider.
Note:If it is a Get REAL Recommended VoIP adapter it will require TCP and UDP ports of 69, 2427-2727,
5060-5075, and 16384-16392 to be opened. For a list of Get REAL Recommended Adapters Call me directly at 317.348.1134.
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Why is my voice quality poor?
Other
devices connected to your router or running on your
Internet connection may be running applications that can
take bandwidth away from your phone call through your internet phone provider. These could be sending large
files in email or downloading music or video files. Be sure
you are not using more bandwidth than you have available. Check
your available speed by running the speed test found in the Product
guides section. Most VoIP phone calls require 60 to 90 kbps.
Your Internet connection affects the quality of your phone calls.
You can also run Broadband speed test found at www.speakeasy.net/speedtest
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Why can't I hear any voice?
If
you get a dial tone and can dial out but don't hear the phone ring or
any voice, then your VoIP Adapter is most likely behind a firewall
which is blocking ports required for voice traffic. The adapter supplied by your internet phone provider is
capable of passing traffic though most home routers, but corporate
firewalls function differently and will not allow any traffic to pass
unless the ports have been specifically opened.
Solution: Contact the administrator of the firewall to make
arrangements for the VoIP Adapter. Be sure you know which ports need opened based on your provider.
Note: If it's a Get REAL Recommended Adapter Tell them you need the
following ports opened: TCP and UDP ports 68, 5060-5070, 8000-8015,
7001-7002, 80 and 161. For a list of Get REAL Recommended Adapters Call me directly at 317.348.1134.
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Why can't I get a dial tone? Why do I get a busy signal?
Reason #1: Connection to a Cable Modem
The
The VoIP Adapter isn't registered with your Internet Service Provider.
This only applies when connecting the VoIP Adapter
directly to a Cable/DSL modem.
Solution #1: You should purchase a router as recomended and
connect the VoIp box as described in the Install Guide portion of this website.
If you do not wish to purchase a router, call your cable
company's Technical Support department and say, "I have a new
router that I want to connect to my cable modem. Can you please clear
the cable modem, so it recognizes the new MAC address of my router."
At this point, the cable company may walk you through some steps to
complete this process to get your Internet Phone Adapter online.
Reason #2: Connection to a DSL Modem
The VoIP
Adapter is connected to a DSL modem, which requires a Username and
Password. This only applies when connecting the
Adapter directly to a DSL modem that is running in “bridged” mode.
Solution #2: You should purchase a router as recomended and
connect the VoIp box as described in the Internet Phone Provider Install Guide portion of this website.
If you do not wish to purchase a router, you need to enter
your DSL Username and Password into your VoIP Adapter.
Reason #3: Connecting to a business network or a T1
Your
VoIP Adapter is behind a firewall, and it cannot use some
or all of the required ports to register and get a dial tone. This is
typical of corporate or business firewalls.
Solution #3: Check with the management or administration of
the network to make arrangements for your VoIP Adapter.
Be sure you know which ports need opened based on your provider.
Note: If it's a Get REAL Recommended Adapter Tell them you need the
following ports opened: TCP and UDP ports 68, 5060-5070, 8000-8015,
7001-7002, 80 and 161. For a list of Get REAL Recommended Adapters Call me directly at 317.348.1134.
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Are there any alternate install methods?
I personally recommend to install your VoIP service using a router.
I cannot guarantee service from your internet phone provider will work with the above install methods. Visit Installing Internet Phone Provider Serivce for more info.
Single Computer
Power Down
1. Unplug the power from your Cable/DSL modem and your router.
Connect VoIP adapter
2.
Connect an Ethernet cable from your Cable/DSL modem to the WAN/Router
port of the Adapter. Make sure to use the cable that
came with your Cable/DSL modem.
Connect Router
3.
Plug the provided Ethernet cable from the Internet port of your router
to the LAN/PC port of the VoIP Adapter.
Connect Telephone
3. Plug any regular or cordless phone into the Phone port of the adapter.
Connect PC
4. Plug an Ethernet cable from the LAN/PC port of the VoIP adapter to your PC.
Power Up
5. Plug the power back into your Cable/DSL modem and wait 30 seconds.
6.
Plug the provided power cable into the VoIP adapter and
wait 30 seconds. At this point, your telephone will have a dial tone,
and you can begin making calls.
7. Reboot your PC.
Power Cycle Modem
8.
If at this time, your Internet Phone Service doesn't have a dial-tone, leave the VoIP Adapter powered on and power cycle the
Cable/DSL modem. Power cycle means unplug the power, wait 30 seconds
and plug the power back in.
Multiple Computer install
Power Down
1. Unplug the power from your Cable/DSL modem and your router.
Connect VoIP adapter
2.
Connect an Ethernet cable from your Cable/DSL modem to the WAN/Router
port of the VoIP Adapter. Make sure to use the cable that
came with your Cable/DSL modem.
Connect Router
3.
Plug the provided Ethernet cable from the Internet port of your router
into the LAN/PC port of the VoIP Adapter.
Connect Telephone
4. Plug any regular or cordless phone into the Phone port of the VoIP adapter.
Connect PCs
5. Plug the Ethernet cables from your PCs to the LAN ports of your router.
Power Up
6. Plug the power back into your Cable/DSL modem and wait 30 seconds.
7. Plug the provided power cable into your VoIP adapter and wait 30 seconds.
8. Plug the power back into your router and wait for 30 seconds.
9. Reboot your PCs.
Power Cycle Modem
10.
If at this time, your Internet Phone Service doesn't have a dial-tone, leave the VoIP Adapter powered on and power cycle the
Cable/DSL modem. Power cycle means unplug the power, wait 30 seconds
and plug the power back in.
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For additional information about finding the best internet phone provider in your area or for a list of recommended providers you may call me directly at 317.348.1134.
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