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You will need an Internet connection via cable modem, DSL, or other high speed dedicated connection that can provide you with at least 128 Kbps upstream and downstream. If you are unaware of your Internet speed, check your Internet service agreement or contact your Internet Service Provider. Your DigitalPhone service should work with any connectivity that meets the above requirements.
Please Note: · Some DSL users may experience difficulties even with one DigitalPhone device, as their upstream bandwidth is a fraction of the speed of their downstream bandwidth. · When using multiple DigitalPhone lines or devices simultaneously this will take up more bandwidth. · DigitalPhone service is not supported using dial-up Internet access. · DigitalPhone service is dependent on a broadband Internet connection and household power. Please note that if you lose household power you will lose your DigitalPhone service, unless properly backed up by another power source.
Yes, you should be able to work on your computer, surf the web, make and receive DigitalPhone calls all at the same time.
Please Note:
· Call quality may be affected by large file transfers on your home network such as movies, downloading music, images, etc.
Yes, existing traditional phone(s) can be used with DigitalPhone service but, will require a DigitalPhone adapter. If you currently have multiple phones utilizing the same number you must either use a cordless phone system or consult a licensed electrician to distribute the DigitalPhone signal distributed throughout all your wall jacks in your house.
In many cases your phone number can be ported to your new DigitalPhone service (porting means to transfer your number from one telephone company to another). After you have used the service and are satisfied, please contact PhoneOverNet to have your number ported.
Please Note: · It is very important that you test your DigitalPhone service and are satisfied, prior to porting your phone number. · Do not cancel your current phone service prior to porting your number. This will result in loss your phone number, which will make it impossible to port your phone number.
Yes.
Yes, you may order as many numbers as you like from our available area codes.
Please Note: · There may be an additional charge for each number you add to your account. Please check with PhoneOverNet. · If you would like to make outbound calls on additional lines at the same time you must order a second account. This may require you to order an additional DigitalPhone device unless you have a device which can support multiple lines. Please contact PhoneOverNet to find out what you need to do to set up a multiple DigitalPhone account.
PhoneOverNet works like your standard wire
line phone service now in most cases. Calls are normally
routed to your local PSAP (Public Safety Access Point) just as
they are now. In some rare cases, PhoneOverNet may route
calls to a national emergency response center, that will in turn
connect you to your local emergency service provider. If you are moving or you take your VoIP device away from the service address that you originally registered with your service provider, you MUST provide your VoIP service provider with your new service address location so we can update the Public Safety Answering Point, in order to correctly route 911 calls (provided 911 is available at your new location).
To add most advanced features, please contact PhoneOverNet.
The VoIP phone service uses several OUTBOUND UDP connections utilizing Ports 5004-5065
If you have questions regarding the compatibility of your router with your new VoIP service you should contact the router manufacturer directly. Some of the most common manufacturers' tech support numbers and web sites are listed below.
Belkin Tech Support 800.223.5546 x 2263 DLINK Tech Support 877.453.5465 Linksys Tech Support 800.326.7114 Netgear Tech Support 888.638.4327 Speedstream Tech Support 877.823.6722 SMC Tech Support 800.762.4968
If you do not see your router manufacturer’s information listed above, please refer to their website for further information.
Most likely the VoIP device you received is not registered with PhoneOverNet. Turn off power to your cable/DSL modem, and then turn off your telephone adapter. re-apply power to your modem, then to the adapter. It is of course important to confirm your internet connection is working; and you can do this by simply opening a webpage and refreshing it.
If your VoIP device acts as a router you should call your Cable Provider and explain to them, "I have a new router that I want to connect to my cable modem. Can you please clear the cable modem so it can recognize the new MAC address of my router?" This is not always the case, and may not be required.
12. Do I need to tell my DSL provider that I am using VoIP service?
Please ensure that your device is configured with your PPPOE settings if your provider requires this. Your PPPoe settings are the username/password combination assigned to you by your DSL provider. If you do not know this information please contact your DSL provider to get this information before calling into VoIP tech support for additional help. If you need assistance in putting these into your VoIP device, please contact tech support at 704-817-5111.
13. I do not have a dial tone. I was told to reboot my VoIP device, how do I reboot my VoIP device?
Begin by checking all network connections and make sure that you have internet connectivity.
Turn off all the network devices by unplugging the power cord and then turn them on beginning with the modem first, wait a minute, then router (if you have one), wait a minute, and then finally the ATA.
If after rebooting you are still experiencing problems connecting to the VoIP network, please contact tech support at 704-817-5111.
14. Why do I experience an echo when making calls?
Echo may stem from poor quality telephone cables. Check the telephone and phone cables and replace if found to be the problem. Sometimes, the telephone itself may be part of the problem. Try connecting a different phone to your supplied adapter. If this does not fix the problem please suggest to the person you're calling to lower their phone volume. In some rare cases, the internet path your call is going over could be experiencing a problem. If this is the case, hang up your phone, and try the call again. It's important to understand that this is not a problem with your DigitalPhone service, but an issue due to internet traffic or congestion in many cases.
15. Why do I experience static on the VoIP line?
Static only occurs on the analog side of the phone system (the telephone itself and the telephone cables). Once the signal is sent through the VoIP device it is digitized eliminating any possibility for static. It is also very likely the person you are calling is on an analog connection. Their connection could also be causing the static.
16. Why am I suddenly dropping calls or experiencing poor audio quality?
Dropped calls can be associated with loss of Internet connectivity. Specifically, high latency and packet loss can affect the quality of your call. High latency is the result of it taking too long for the data to be transmitted over your Internet connection, while packet loss occurs when SIP packets are dropped over your connection.
While most computer programs can run simultaneously with your VoIP service without any degradation in quality, programs such as music sharing take up a lot of bandwidth and may result in poor audio quality. To rule out this problem, unplug everything but your ATA from your router and make some calls to assess the quality. If the quality is much better consider not using those programs while using the VoIP device.
Frequently asked Questions about Voicemail
17. How do I change my Voicemail preferences?
You can change your Voicemail preferences online or by contacting PhoneOverNet.
18. How do I retrieve my Voicemail messages?
You can retrieve messages online or over the VoIP device by dialing *15 and the follow the voice prompts. Your initial voicemail password is 1234. For security purposes, you need to change this when you use your voicemail for the first time. We also suggest changing your password regularly.
19. How does voicemail email notification work?
You will receive email notification of a new Voicemail only if you subscribed to "Unified Messaging". This email will include an attached .wav file with the Voicemail message so you can listen to it on your PC. Please make sure your speakers are on and are set at an audible level.
20. How do I contact Customer Service/Technical Support?
Email us directly at:
support@v-pointnetworks.com
Miscellaneous
Questions 21. Does PhoneOverNet support Asterisk and Trixbox IP-PBX systems?
Yes! We are Asterisk and Trixbox friendly. Please contact us for information including configuration instructions.
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