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FAQs (Frequently Asked Questions)
VoiceLine Phone Numbers
Calling Plans & Pricing
Installation & Service Requirements
Using VoiceLine
Faxing with VoiceLine
Emergency (911) Services
Customer Support
 VoiceLine Phone Numbers
What kind of phone number can I have with my VoiceLine
service?
If you will be using VoiceLine within the U.S., you can choose
a new number in your local calling area or transfer your current
number. Customers outside the U.S. can choose a phone number
in the U.S., Canada or over 20 other countries, including
the U.K., France, and Brazil. U.S. and U.K. toll-free numbers
are also available. 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.
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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 phone number from the U.S., Canada, or over 20 other countries,
including the. U.K., France, and Brazil -- 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 account. 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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How much do phone numbers cost?
Your VoiceLine monthly calling plan includes a primary phone
number from the U.S. or Canada at no extra charge. If you
select a primary number from another country, however, an
additional monthly charge will apply. (See pricing information
below.) Any additional phone numbers that you add to your
account will each carry a monthly charge.
| |
| Country |
Monthly Charge |
| Argentina |
$8 |
| Australia |
$8 |
| Belgium |
$8 |
| Brazil |
$8 |
| Bulgaria |
$8 |
| Canada |
Free (as primary number)
$5 (as additional number) |
| Chile |
$8 |
| Cyprus |
$8 |
| Denmark |
$8 |
| Estonia |
$8 |
| Finland |
$8 |
| France |
$8 |
| Guatemala |
$10 |
| Hungary |
$10 |
| Israel |
$10 |
| Latvia |
$10 |
| Luxembourg |
$8 |
| Mexico |
$8 |
| Netherlands |
$5 |
| Norway |
$5 |
| Peru |
$14 |
| Portugal |
$8 |
| Spain |
$8 |
| Sweden |
$8 |
| Switzerland |
$8 |
| Turkey |
$14 |
| United Kingdom |
$5 |
| United States |
Free (as primary number)
$5 (as additional number) |
|
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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., Canada or over a dozen other countries -- 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!
If you will be using VoiceLine in the U.S., please note that
your main VoiceLine phone number must be in your local calling
area. This is due to FCC regulations which require U.S. customers
to receive emergency (911) services. After you have signed
up for VoiceLine, you may add a phone number from a different
country, area code, or calling area to your account.
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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 VoiceLine replace my current phone service?
It is your decision whether you want to replace your current
phone service with VoiceLine.
Please read our information about the emergency
(911) services available with VoiceLine, as they differ from traditional
wireline and wireless emergency (911) services.
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Can I transfer my telephone number to VoiceLine?
Yes. When you sign
up, you have the option to transfer your current phone
number to VoiceLine. For further information and guidelines
for transferring your number, please click
here.
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Can I keep my VoiceLine phone number if I decide to cancel my VoiceLine
service?
Check with your new phone service provider to determine whether
your VoiceLine phone number can be transferred. If you can
keep your number and decide to cancel your VoiceLine service,
you must wait until your new provider confirms that your number
has been successfully transferred. Then, to cancel your VoiceLine
service, please contact
our customer support department.
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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?
Some VoiceLine phone numbers offer access to 411 service (directory
assistance). If the number you choose when signing up for
VoiceLine includes emergency (911) services, it will also
include access to 411 service.
Calls to 411 are charged as out-of-plan calls at the following
rate: 99¢ per call plus 10¢ per minute after the
first three minutes.
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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 $29.99 Unlimited U.S. & Canada Monthly
Plan. There are also monthly plans for calling specific regions
of the world, such as Europe, Asia, Israel, and India. Monthly
plans include VoiceMail, call waiting, 3-way calling, call
forwarding, and other features. View all of our Calling Plans.
In locations other than the U.S., a Pay-As-You-Go plan is available.
With Pay-As-You-Go, you add funds to your account and pay
per-minute rates for your calls instead of paying a monthly
plan fee.
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How much does the InnoMedia telephone adapter cost?
The InnoMedia XT telephone adapter costs $99 (plus shipping
and handling) and can be purchased when you sign up online.
For a limited time, customers in the U.S. can receive a free
telephone adapter (a $29.99 service activation fee applies).
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How much does the XJ-100 Wi-Fi Phone cost?
The XJ-100 Wi-Fi Phone costs $175 (plus shipping and handling)
and can be purchased when you sign up online.
To learn more about the XJ-100 Wi-Fi Phone, view the product information and FAQs.
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Are there any additional fees?
There are several fees that apply if your VoiceLine account
has a U.S. service address:
Service Activation Fee: For customers in
the U.S., there is a one-time $29.99 service
activation fee, which is charged when you sign up for VoiceLine.
An early deactivation fee of $39.99 applies if you cancel
your VoiceLine service within one year of activation.
Enhanced Service Fee: For some VoiceLine
phone numbers, Net2Phone charges an Enhanced Service Fee.
This fee is a monthly charge to recover costs incurred by
Net2Phone to maintain and connect a phone number with the
public phone networks. If applicable, the Enhanced
Service Fee will be charged along with the monthly cost of
your calling plan.
Universal Service Fund Surcharge:
The Federal Universal Service Fund was created by the
federal government to help ensure affordable
telecommunications service across the country, especially
for low-income customers and residents of rural communities.
All telecommunications providers are required by law to pay
into the Federal USF.
Net2Phone's Federal Universal Service Fund surcharge
recovers what we must pay to the Federal Universal Service
Fund for our service to you. If you have a U.S. service
address, a USF surcharge will be added to your monthly charges.
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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 500 minute
plan to Europe with a local U.S. phone number associated with
one port, and an unlimited plan to the U.S. and Canada with
a U.S. toll-free number associated with the other port. You
can also add additional phone numbers to each calling plan.
If you currently have a monthly calling plan, you will receive
a discount when you purchase
an additional monthly 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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Are discounts available when I add a calling plan?
Yes. You will receive a 10% discount on any additional monthly
plans that you add to your account. The discount will be applied
to the lower- (or lowest-) priced plan(s). For example, if
you have a $24.99 monthly plan and add a $19.99 monthly plan,
you will receive a 10% monthly discount of $1.99.
Note: The 10% discount is applied to the monthly price of
the plan. Fees for toll-free phone numbers are not discounted.
Also, Pay-As-You-Go plans do not qualify for discounts.
To add a calling plan, login
to the online account center. Click "Manage Plan"
on the left side of the page and then click "Add Calling
Plan" and follow the instructions.
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What is Pay-As-You-Go?
With a Pay-As-You-Go plan, you simply add funds to your account
and make calls. Outgoing as well as inbound calls will deduct
from your balance according to your rate plan. Your funds
will never expire as long as you make or receive at least
one call every 120 days. For your convenience, an optional
auto-recharge feature ensures that you never run out of funds.
Pay-As-You-Go is not available in the U.S.
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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, whichever comes first.
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Will I be charged for calls to U.S. toll-free numbers?
Toll-free calls are treated as regular calls. If you have
an unlimited plan to the U.S./Canada, you will not be charged
for calls to toll-free numbers. If you have a monthly calling
plan, calls to U.S. toll-free numbers will be deducted from
your monthly minutes (except if you have a minute plan to
India, then calls to U.S. toll-free numbers will be charged
at 3.9¢ a minute). If you have a Pay-As-You-Go plan,
you will be charged 5¢ a minute for calls to U.S. toll-free
numbers.
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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 $5 per month. With each monthly
cycle, the first 100 minutes of inbound calls are free. Additional
inbound calls are 4.9¢ 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. The rates shown below apply if you have a
toll-free number or a Pay-As-You-Go plan. Also shown are rates
for calling other VoiceLine subscribers.
| |
| Rates for Incoming
Calls |
| Plan Type |
Rate |
Calling plan with toll-free number
(Includes 100 free monthly inbound minutes) |
4.9¢ a minute |
| Pay-As-You-Go plan with U.S. or Canada local
number |
2.9¢ a minute |
| Pay-As-You-Go plan with toll-free number |
7¢ a minute |
| Rates for VoiceLine-to-VoiceLine
Calls |
| Plan Type |
Rate |
| Monthly calling plan |
Free |
| Pay-As-You-Go plan |
2.9¢ a minute |
|
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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. If you have a Pay-As-You-Go plan, VoiceLine-to-VoiceLine
calls are 2.9¢ a minute.
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What forms of payment does Net2Phone accept?
We accept Visa, MasterCard, and American Express.
A credit card is required for all VoiceLine payments.
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Do you charge sales tax?
No. Sales tax is not charged on your monthly calling plan or on your overage or out-of-plan calls.
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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 my Pay-As-You-Go funds expire?
Your Pay-As-You-Go funds will not expire as long as you make
or receive at least one call every 120 days.
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What is auto-recharge?
With a Pay-As-You-Go plan,
you can also choose to automatically replenish your account
with funds when your account balance drops below a certain
amount. This is an optional feature that you can turn on and
off at your convenience.
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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 canceled at any time.
For customers in the U.S. who receive a free telephone adapter,
an early deactivation fee of $39.99 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. The InnoMedia XT
telephone adapter is designed for use with VoiceLine. You
will order the InnoMedia adapter when you sign up for the
service.
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I already
have a telephone adapter. Can I use it with VoiceLine?
At this time, you must use an InnoMedia XT telephone
adapter from Net2Phone. This telephone adapter has special
firmware that is required to use the VoiceLine service.
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Do I need a router?
No. In addition to being a telephone adapter, the InnoMedia
XT is also a router. This allows your Internet connection
to be shared between your VoiceLine service and your computer.
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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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What is the XJ-100 Wi-Fi Phone?
With the XJ-100 Wi-Fi Phone, you can make and receive calls
with your VoiceLine service over Wi-Fi networks. To learn
more about the XJ-100 Wi-Fi Phone, view our product information and FAQ pages.
You can order the XJ-100 Wi-Fi Phone when you sign up for
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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Can I use VoiceLine with a USB broadband modem?
Yes. If you connect to
the Internet through a USB modem, you will need to use Internet
Connection Sharing (ICS). ICS is a feature of Windows 2000
and Windows XP that allows the Internet connection used by
one computer to be shared with other computers/devices.
The computer that will be sharing will need to be on when
you are using VoiceLine and should already be connected to
the Internet. This computer should also have an available
Ethernet port to connect to the InnoMedia MTA. If you use
ICS, your call quality will be affected if you use your computer
while making a call.
Follow these instructions to set up Internet Connection Sharing:
- On the computer that will be sharing, click Start
in the Windows taskbar, then click Control Panel.
- Double-click the Network Connections icon, then
right-click your current Internet connection and select
Properties from the menu.
- Click the Advanced tab. You should see the option
to "Allow other network users to connect through this
computer's Internet connection." Check this box.
- In the Home networking connection dropdown menu,
choose the network card that is connected to the MTA. You
should now be able to share your Internet connection with
your MTA.
If you have installed Windows XP Service Pack 2 (SP2), you
may also need to disable the Windows Firewall, which is on
by default.
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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 XT 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
XT 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.
For example, 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.
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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.
If your VoiceLine phone number includes emergency (911) services,
please note that you can only access emergency (911) services
from the service address you provided when you set up your
account. If you move your telephone adapter to another location,
you will not be able to access emergency (911) services.
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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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Does VoiceLine support 711 dialing?
VoiceLine customers with speech or hearing disabilities may obtain assistance in placing a call by dialing 711 to connect with a telecommunications relay service (TRS) center. Specially trained Communications Assistants at TRS centers provide confidential assistance to allow persons with a wide range of speech or hearing disabilities to complete calls. Emergency calls should not be placed using 711. All customers, including those with speech or hearing disabilities, must dial 911 for emergency services. This ensures that you will reach the appropriate emergency service agencies dedicated to providing service in your geographic location.
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Can I use
Net2Phone PC2Phone, Calling Card and VoiceLine services all
with one account?
No. You must open a new account if you would like to use multiple
Net2Phone services at the same time.
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Faxing with VoiceLine
Can I send and receive faxes with VoiceLine?
Yes. You can send and receive faxes by connecting a fax machine
to the InnoMedia XT telephone adapter. No modifications need
to be made to your telephone adapter or to your VoiceLine
account.
Please note the following requirements for faxing with VoiceLine:
- Fax is only available through the InnoMedia XT telephone
adapter. The XJ-100 Wi-Fi Phone does not support fax.
- You must have a high bandwidth broadband connection. Sending
faxes requires 70K of bandwidth and receiving faxes requires
up to 90K of bandwidth. Simultaneous calling and faxing
requires 100-170K of bandwidth. If you are not sure whether
you have enough bandwidth for faxing, you can do an Internet
search for "bandwidth test" and find web sites
that will measure your connection speed.
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How do I connect a fax machine to my telephone adapter?
You must connect the fax machine to a port on the InnoMedia
XT telephone adapter that is already associated with
a calling plan. For example, if you have one calling plan,
you will need to connect the fax machine to Port 1 on the
adapter. Before connecting the fax machine, you must disconnect
the telephone from Port 1.
If you send and receive faxes frequently, we suggest adding
a calling plan to your VoiceLine account. This will allow
you to keep your fax machine permanently connected to the
Port 2 of your InnoMedia adapter. Through our online account
center you can add a plan for a little as $8.99 a month. Click
here to login.
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Emergency (911) Services
Are emergency (911) services available with VoiceLine?
Customers within the U.S. and Canada will receive emergency (911) services
with VoiceLine. However, because VoiceLine will not work during a power
outage, Net2Phone strongly recommends that you always maintain an
alternate means of reaching a 911 operator in case of an emergency.
If you are eligible to transfer your current U.S. phone number
to VoiceLine, your service will include emergency (911) services.
Please read our information about the emergency
(911) services available with VoiceLine.
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How does VoiceLine's 911 work?
When you sign up for VoiceLine service, you must register
the address which corresponds to the physical location of
your VoiceLine phone. This will allow us to identify the emergency
Public Safety Answering Point (PSAP) in your area and route
any emergency call appropriately. (You can not specify a P.O.
box.) Because it is not always possible to transmit your location
and call back number to the emergency dispatcher who receives
your call, we recommend that you immediately state your location
once you reach a dispatcher.
Please note: VoiceLine’s 911-type dialing is
NOT the same as traditional 911 or E911 dialing, and does
not necessarily include all of the capabilities of traditional
911 and E911 dialing. Please read our information about the
emergency (911) services
available with VoiceLine.
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Will I have access to emergency (911)
services when I travel with my VoiceLine telephone adapter?
If you move your device to a location other than your service
address, you will not be able to place emergency calls with
VoiceLine. If you permanently relocate your VoiceLine device,
you must provide Net2Phone customer service with your new
service address so that we may determine the emergency services
available in your area.
Please read our information about the emergency
(911) services available with VoiceLine.
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Will I have access to emergency (911) services in
a power outage?
No. VoiceLine 911, and your VoiceLine service, will not work
in the event of a power failure or disruption. Your VoiceLine
service and 911 dialing will not function until power is fully
restored. Service outages or termination of service by the
broadband provider to which you connect your VoiceLine device
or by Net2Phone will prevent ALL VoiceLine service, including
911 dialing.
Please read our information about the emergency
(911) services available with VoiceLine.
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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: 1-801-656-2061
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What is the e-mail address for customer support?
To reach us by e-mail, please use our customer support form. 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 or XJ-100 Wi-Fi Phone
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 one.
Before you return your device, please make sure you have
followed the set up instructions correctly. Our online tutorial will
take you through the easy setup process for the InnoMedia
telephone adapter. 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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