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Voiceline FAQs
FAQs (Frequently Asked Questions)
Voiceline Phone Numbers
Calling Plans & Pricing
Installation & Service Requirements
Using Voiceline
Customer Support
Voiceline
Phone Numbers
What kind of phone number can I have with my Voiceline service?
You can choose a phone number in the U.S. or Canada or a U.S. or U.K. toll-free
number. See our Phone Numbers
section for more information.
We are continually adding new area codes to our Voiceline service. If you do
not see the area code you need, we suggest that you periodically check back to
see if your area code has been added. Or, you may select a toll-free phone
number to get started right away.
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Can I add an
additional phone number to my Voiceline calling plan?
Yes, you can have more than one phone number. You can add a U.S. or Canadian
phone number or a U.S. or U.K. toll-free number, regardless of where you live.
To add a phone number, login to the online account
center. Click "Manage Plan" on the left side of the page and then click "Add
Phone Number" and follow the instructions.
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How can having an
additional Voiceline phone number benefit my family and friends?
Having additional phone numbers can allow your family and friends to call you
for less. For example, if you live in New York City and have family in Miami,
you can add a phone number with a Miami area code to your plan. Now, when your
family calls you, they will be charged the cost of a local call -- even though
they are speaking to you in New York!
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Can I choose a phone number
outside of my local calling area?
Yes. Voiceline allows you to choose a phone number in the U.S. or Canada or a
U.S. or U.K. toll-free number -- wherever in the world you reside. For example,
if you choose a U.S. phone number and live outside the U.S., a caller will have
the same experience as calling any other U.S. phone number -- but your phone
rings in your home!
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Can I have a toll-free number?
Yes. Voiceline enables you to have a U.S. or U.K toll-free phone number. If you
have a U.S. toll-free number then anyone in the U.S. can call you toll-free no
matter where you are located. If you have a U.K. toll-free number anyone in the
U.K. can call you toll-free.
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Can a person outside of the U.S.
call a U.S. toll-free number for free?
No. U.S. toll-free numbers only accept calls made within the U.S.
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Can a person outside of the
U.K. call a U.K. toll-free number for free?
No. U.K. toll-free numbers only accept calls made from England, Scotland, Wales,
and Northern Ireland.
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Can I replace my primary
telephone line with Voiceline?
Because Voiceline will not work during a power failure and does not currently
offer emergency 911 services, Voiceline is not recommended to be used as a
primary telephone line if you have no other means to call 911 services..
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Can I transfer my telephone
number to Voiceline?
No. At this time local number portability is not offered.
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Can I keep my
Voiceline phone number if I decide to cancel my Voiceline service?
No. At this time local number portability is not offered.
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Is 911 service available with
Voiceline?
Voiceline does not currently offer 911 emergency service. Voiceline offers e911
limited service in Canada only.
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Will Voiceline service work
during a power outage?
No. During a power outage or if your Internet service provider is offline, you
will not be able to make or receive calls with your Voiceline service.
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Is 411 service available with
Voiceline?
Voiceline does not offer 411 information services at this time.
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Calling
Plans & Pricing
How much are Voiceline calling
plans?
There are a variety of monthly calling plans to choose from. The most popular is
the $37.99 Unlimited U.S. & Canada Monthly Plan. The unlimited inbound call is
only $11.95. Monthly plans include VoiceMail, call waiting, 3-way calling, call
forwarding, and other features.
View all of our Calling Plans.
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How much does the InnoMedia
telephone adapter cost?
The InnoMedia 3328-2R telephone adapter costs $150.00 (plus shipping and handling)
and can be purchased when you sign up online.
For a limited time, customers in the U.S. and Canada can receive a telephone
adapter at a monthly rental of
$6.00
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Are there any additional fees?
There is a one-time $35.00 service activation fee, which is charged when you sign
up for Voiceline. An early deactivation fee $45.00 applies if you cancel your
Voiceline service within one year of activation with the
monthly rental option of the phone adaptor.
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Can I add a second calling
plan to my Voiceline account?
Yes. You can have a separate calling plan for each port on your telephone
adapter. For example, you can have a unlimited inbound call plan a local
Canadian phone number associated with one port, and an unlimited USA/Canada call
plan with a US toll-free number associated with the other port. You can also add
additional phone numbers to each calling plan.
To add a calling plan, login to the online account
center. Click the Manage Plan link on the left side of the page and then click
the Add Calling Plan link and follow the instructions.
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What happens when I make
calls outside of my calling plan?
Overage calls (calls you make to in-plan locations once you have used up your
monthly minutes) and calls to out-of-plan locations will be charged to your
credit card. This charge will occur at the end of your current billing cycle or
when the amount of these calls exceeds $25.00, whichever comes first.
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How much is a
toll-free phone number?
U.S. or U.K. toll-free numbers are available with your Voiceline service for an
additional $6.00 per month. With each monthly cycle, the first 100 minutes of
inbound calls are free. Additional inbound calls are 4.9cents per minute. View all
of our calling plans for pricing information.
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What are your
international rates?
International rates vary by calling plan. View all of our available
calling plans to see rates.
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What are the rates
for incoming calls?
If you have a monthly plan, there is no charge for incoming calls unless
you are using a toll-free number to receive calls.
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Is it free to
call other Voiceline customers?
If you have a monthly calling plan, Voiceline-to-Voiceline calls are free.
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What forms of
payment does Voiceline accept?
Voiceline accepts Visa, MasterCard, American Express, and Discover.
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Do you charge sales tax?
In accordance with Canadian law, sales tax is charged on goods shipped to
Ontario. Sales tax is not charged on your monthly calling plan.
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If I don?t use all
of my monthly minutes, do they rollover to the next month?
No. Unused minutes do not rollover to the next month.
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What if it takes two weeks
for my telephone adapter to arrive? Do I lose half of my monthly minutes?
No. Your monthly plan will begin when you make or receive your first call. You
will receive an e-mail confirmation when your billing cycle has begun.
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Do I need to sign a contract
for Voiceline service?
No. Voiceline does not require an annual contract. All plans are on a
month-to-month basis and can be cancelled at any time. For customers in the U.S.
and Canada who receive a free or rent a telephone adapter, an early deactivation fee of
$45.00 applies if you cancel your
Voiceline service within one year of
activation.
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Installation
& Service Requirements
How do I set up my Voiceline
service?
Simple installation instructions and a Getting Started Guide are included with your telephone adapter.
Additionally, our
online tutorial takes you through the easy set-up process.
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What is ?broadband??
A broadband Internet connection is a cable modem, DSL, T1, T3, LAN, WAN or any
other high-speed, ?always on? connection. If you have a modem in your computer
that needs to dial an access number to connect to the Internet, then you do not
have a broadband connection.
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What is a telephone adapter?
A telephone adapter is a device about the same size as an answering machine that
allows you to connect your phone to your broadband Internet connection. You must
have an InnoMedia MTA 3328-2R telephone adapter to use Voiceline. You will
order the telephone adapter when you sign up for Voiceline.
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Do I need a router?
No. In addition to being a telephone adapter, the InnoMedia MTA 3328-2R is also
a router. This allows your Internet connection to be shared between your
Voiceline service and your computer.
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I already have a
telephone adapter. Can I use it with Voiceline?
At this time, you must use an InnoMedia MTA3328-2R telephone adapter from
Voiceline. This telephone adapter has special firmware that is required to use
the Voiceline service.
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Do I use my own phone?
Yes. Plug your phone (cordless or wired) into the
InnoMedia telephone adapter, pick up the
handset, and dial when you hear the dial tone.
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Can I use a cordless phone?
Yes. Any standard phone will work with Voiceline.
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Do I need any
additional accessories or equipment to start making calls?
No. To use the Voiceline service you simply need a broadband Internet
connection, a telephone adapter, and a
telephone.
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Do I need a computer to
use Voiceline?
No. You do not use a computer to make or receive calls with Voiceline. You
will, however, need a computer with Web browser software to use the online
account center and to make any configuration changes to your telephone adapter.
(We recommend using Microsoft Internet Explorer version 5.0 or higher.)
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Will Voiceline work with a
broadband satellite connection?
Yes.
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My broadband provider uses static
IP addressing, not dynamic (DCHP) addressing. How do I configure my telephone
adapter to work with my network?
Please follow the steps below if you need to assign a static IP address to your
InnoMedia 3328-2R telephone adapter:
- Connect your telephone adapter and telephone to your broadband network
according to the instructions included with the adapter.
- Pick up the telephone handset and dial ***1. You will hear an announcement
which tells you the IP address currently associated with the telephone
adapter. Write down the IP address and hang up the telephone handset.
Note: Dialing ***1 will work even if you do not hear a dial tone.
- Open a Web browser (Internet Explorer, for example) on a computer that is
connected to the same network as the telephone adapter.
- In the Web browser, type the IP address in the Address box and press the
Enter key. A dialog box requesting a User ID and Password will be displayed.
- Enter admin for the User ID and n2p for the Password and
then press the Enter key. The InnoMedia MTA 3328-2 Web Management Tool home
page will be displayed.
- Click the Network Configuration link on the left side of the page. The
Network Configuration page will be displayed.
- On the Network Configuration page, make the following changes:
? Disable DHCP by clicking the Enable DHCP checkbox to remove the "x."
? In the IP Address field, enter the IP address.
? In the Subnet Mask field, enter the subnet mask value.
? In the Default Gateway field, enter the default gateway address.
? In the Primary DNS Server field, enter the primary DNS server
address.
? In the Secondary DNS Server field, enter the secondary DNS server
address, if applicable.
Click the Save & Reboot button. Your changes will be saved, and the
telephone adapter will restart.
Note: If you do not know your Subnet Mask, Default Gateway, Primary DNS
Server, and Secondary DNS Server, please contact your broadband service
provider.
- During the reboot process, the telephone adapter's "RUN" LED will blink
rapidly. It may take up to 10 minutes to complete the process.
- Setup is complete when the "RUN" LED stops blinking and remains a steady
green. You should now hear a dial tone when you pick up the telephone
receiver.
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Using Voiceline
Do I need to dial the area
code when I make local calls?
No. Voiceline offers the convenience of 7-digit dialing. If you are calling a
U.S. phone number with the same area code as your Voiceline phone number, you
only need to dial the 7-digit number. In Canada, you may have to dial the full
11 digit number like you usually do.
For example in US, if you live in the 973 area code, to call another 973
number you only need to dial xxx-xxxx, instead of 973-xxx-xxxx. In Canada, you
have to dial 416-xxx-xxxx, instead of xxx-xxxx.
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Can I take Voiceline with me
when I travel?
Yes. Your Voiceline service can travel with you. When someone calls your phone
number, your phone simply rings wherever you have your telephone and adapter
plugged into a broadband Internet connection -- whether you are home or
traveling somewhere else in the world.
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What features come with
Voiceline?
Each monthly calling plan includes great features such as VoiceMail, call
waiting, caller ID, call forwarding, and more -- all at no extra charge. With a
Pay-As-You-Go, VoiceMail is available for a low monthly fee. See our
features section for more information.
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How do I use my
Voiceline features?
The features section contains instructions for
using and managing your Voiceline features.
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How do I use the
online account center?
Login to the Voiceline account center with your phone
number and the 4-digit PIN you created when you signed up for the service. The
online account center contains a summary of your account, recent calls, and
recent transactions. You can also listen to your VoiceMail messages, manage your
feature settings, and update your account information.
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How do I set up my VoiceMail?
See our VoiceMail page to learn how to set up and
use VoiceMail.
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How can I retrieve
my VoiceMail messages?
You can retrieve your VoiceMail messages from your Voiceline-connected phone,
from the online account center, or from any telephone in the world. Our
VoiceMail page has complete instructions.
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Customer Support
What is the
phone number for customer support?
You can reach our customer support team at these phone numbers:
? From your Voiceline-connected phone: 611
? Toll-free within the U.S.: 1-800-455-4185
? If you are unable to use our toll-free number: 1-614-219-5366
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What is the
e-mail address for customer support?
To reach us by e-mail, please view customer support.
Our customer support team is available every day of the year and will reply to
your inquiry within 24 hours.
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What is your return policy?
If your InnoMedia telephone adapter is defective, it may be returned within 45
days from the date of purchase (30 days on purchases made in the U.S.), and we
will exchange it for a new adapter.
Before you return your adapter, please make sure you have followed the set up
instructions correctly. Our
online tutorial will take you through the easy set-up process. You can also
download our
Getting Started Guide for more information. If you are still experiencing
problems, check our Troubleshooting page.
If you are still experiencing problems, contact our
Customer Support team for further instructions.
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