Home Phone FAQs
4. How does Phone.com Home Phone Service work?
5. What do I need to use Phone.com Home Phone Service?
6. Can I talk on the phone and be online at the same time?
7. How do I make phone calls with Phone.com Home Phone Service?
8. Is dialing 911 the same with Phone.com Home Phone Service?
10. What advanced features are offered?
11. Why should I use Phone.com Home Phone Service?
14. I don’t hear a dial tone. What should I do?
15. Can I connect a fax to the ATA?
16. Do you ship ATAs overseas?
17. Are there any extra or hidden fees with my Phone.com service package?
18. Who will I be paying if I transfer my number to Phone.com?
19. I am transferring my number, but do my existing services with my wireless company go along with it?
20. If I cancel, will Phone.com allow me to transfer my number to another provider?
21. How long does it take to receive my adapter?
22. Is rush shipping available for my adapter?
23. Your website says the activation fee is $29.95. Why was I charged $39.90?
24. Can I receive a refund for the ATA if I cancel my services?
26. Is there a fee to cancel the monthly service?
27. Am I notified when my number is ported over?
28. How will my Phone.com service be billed?
1. What is VoIP?
VoIP, or Voice over Internet Protocol, is a technology that enables you to make and receive phone calls through the Internet. Voice is converted into packets of data, sent out over the Internet through a broadband connection, and reassembled at the other end of the line. Phone.com Home Phone Service provides an adapter box (called ATA) that enables its customers to make VoIP calls using a standard telephone.
2. Why should I use VoIP?
VoIP phone services offer familiar capabilities and features, such as local and nationwide calling, call forwarding, call waiting, three-way calling, and caller ID. These features, which typically cost extra with traditional landline telephone services, are free with most VoIP phone service offerings.
VoIP also enables a new breed of features that provide unprecedented control and convenience. For example, you can set your preferences for features such as call forwarding and listen to voicemail online. You also have the flexibility to choose one or more virtual numbers that point to your primary number. These numbers are a great way to provide friends, family, or customers with a local number to call you.
Of course one of the driving reasons that VoIP is being adopted so quickly is that it significantly lowers the cost of traditional phone service with affordable, flat rate calling plans that feature unlimited local and domestic long distance, as well as competitive International rates.
3. What is broadband?
Broadband is a high-speed Internet connection that operates through a cable or DSL modem. To use Phone.com Home Phone Service you must have broadband. This helps ensure high-quality audio on all of your calls. Because your call is converted into data packets that travel the Internet, the faster the Internet connection, the more quickly and efficiently your call will arrive at its destination.
It is important to note that not all high-speed Internet services use broadband. As a rule of thumb, you probably have a broadband connection if you’re getting speeds of 256Kb/s or better.
4. How does Phone.com Home Phone Service work?
Phone.com uses a technology called VoIP, or Voice over Internet Protocol, which enables you to make and receive phone calls through the Internet. Phone.com provides an adapter that you plug in between your Phone (any standard phone) and cable or DSL modem — allowing you to place and receive calls in the same way you do today. Just pick up the phone and dial the ten digit number (or International number) of the person you wish to call. They don’t need anything on their end to talk to you.
The Phone.com adapter comes with an installation guide to help you through the set up process, which will take between five and ten minutes.
5. What do I need to use Phone.com Home Phone Service?
You need a broadband (Hi speed) Internet connection at a speed of 256Kb/s or better. One broadband Internet connection is sufficient for our two-line plans as well. You’ll also need a regular standard phone. When you sign up for Phone.com service, we’ll send you an Analog Telephone Adapter (ATA) with instructions to guide you through the quick installation process.
6. Can I talk on the phone and be online at the same time?
Absolutely. Our network is designed to be ultra efficient. As long as you have a broadband Internet connection, you can work on the computer and talk on the phone without experiencing any degradation of service.
7. How do I make phone calls with Phone.com Home Phone Service?
Once your adapter is installed, you simply pick up your telephone and dial. For domestic calls, you must dial the full ten digit number — with the exception of numbers you have programmed in your speed dial. It’s important to understand the relies on your broadband Internet connection. If there is a power outage or your broadband service is interrupted for any reason, your Phone.com Home Phone Service will not work.
8. Is dialing 911 the same with Phone.com Home Phone Service?
There are also some important differences when dialing 911 on your Phone.com Home Phone Service. You must activate your 911 service! Users are required to register the home address of their service so that they can be located in the event of an emergency. If the physical location of your adapter is not accurate or not on record, emergency services will not be able to locate you if you are unable to speak your address or are disconnected. If you move your adapter to another location, you must call customer service at 1.800.998-7087 or use the online account management portal to update the physical location on record. As noted above, 911 service may be disrupted by power outages or outages of your broadband internet service. We urge you to review the “Emergency Services - 911 Dialing” section in the Phone.com Terms of Service agreement for more information about 911 Dialing.
9. Can I call anyone I want?
Yes. You can dial any ten digit or International phone number. Phone.com’s Home Phone Service Unlimited calling plans include unlimited calling across the U.S. and Canada. Competitive International rates apply to all other locations.
10. What advanced features are offered?
Phone.com Home Phone Service plans include (at no extra charge) advanced features such as voicemail, call forwarding, do not disturb, three way calling, call return, caller ID blocking and much more. In addition to these familiar features, Phone.com offers features that are only possible with VoIP. With Phone.com you can:
- Select from a list of nationwide area codes and available phone numbers — regardless of where you live
- Keep your existing phone number
- Access real-time billing information and manage your voicemail and calling features through our easy-to-use, online account management portal
- Take your Phone.com Home Phone Service adapter with you to make and receive calls anywhere you have a broadband Internet connection
- Choose Virtual Numbers that ring to your primary line. Since you select the area code, Virtual Numbers are a great way to provide friends and family with a local number where they can reach you.
Learn more about Phone.com Home Phone Service features.
11. Why should I use Phone.com Home Phone Service?
Phone.com offers you many benefits, including:
- High-quality phone service at prices significantly lower than traditional phone services
- Great International rates.
- Free advanced features such as voicemail, call waiting, caller ID, and three-way calling. Learn more.
- Free phone adapter that is easy to set up
- Online account management portal allows you to manage preferences, view your bill, and listen to voicemail
- No annual contract
- You can keep your existing phone number
- Take your adapter box with you when you travel to make and receive calls from anywhere you have a broadband internet connection
12. How do I sign up?
Simply choose one of our plans and sign up online. If you have any questions or would like assistance in selecting a plan, you can talk to one of our customer support representatives at 1.800.998-7087
13. Can I add a second line?
Yes. Phone.com Home Phone Service offers extra savings on bundled plans that include two lines. Find out more.
14. I don’t hear a dial tone. What should I do?
You will only get dial tone if:
- You have an existing and fully operational broadband (high-speed) internet connection through a DSL or Cable Modem
- Your Phone.com telephone adapter was properly installed. Each step must be followed carefully and in the proper order.
- The green power light on the Phone.com telephone adapter is ON.
15. Can I connect a fax to the ATA?
Yes. Fax machines are supported.
16. Do you ship ATAs overseas?
Not at the present time.
17. Are there any extra or hidden fees with my Phone.com service package?
Home Service, including monthly and usage fees, is subject to taxes and recovery fees, including the Federal Universal Services Fund (FUSF), state and county-specific 911 recovery fees, and a regulatory recovery fee. A disconnection fee of $54.95 is applied in the event service is canceled prior to the 11 month anniversary of the Commencement Date of service. However, you will be entitled to a credit in the amount of the Disconnection Fee, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
18. Who will I be paying if I transfer my number to Phone.com?
When you transfer your number to Phone.com, you are doing just that, transferring your number. You can transfer your home and business phone number or cell phone number, but keep in mind that your services you have with the other company will not transfer to us.
19. I am transferring my number, but do my existing services with my wireless company go along with it?
You can continue to be a customer of your wireless carrier, but will need to have a new number assigned by that carrier in order to keep your service active. Check with your wireless carrier to be sure.
20. If I cancel, will Phone.com allow me to transfer my number to another provider?
We endeavor to honor outbound port requests. Provided you have been a customer in good standing for at least 30 days, in most cases, Phone.com will honor your request to port your phone numbers to a new service provider, as long as your new service provider is able to accept the number, and that your Phone.com account remains current until the port is complete. See our Customer Terms of Service for more information.
21. How long does it take to receive the adapter?
If the phone number is ordered from available inventory the ATA is approx. 5-7 business days (Shipped Ground). If the number is not in inventory and one is ordered the ATA will be shipped after number is completed (7-10 days) and then normal shipping time frame.
22. Is rush shipping available for the ATA adapter?
There is no rush delivery; we charge a flat rate of $9.95 for shipping.
23. The website says the activation fee is $29.95. Why was the charge $39.90?
Phone.com charges a $9.95 shipping fee in addition to the activation fee.
24. Can refunds be received for the ATA if services are canceled?
No refunds will be issued for the ATA if you cancel your services. However, you will be entitled to a credit in the amount of the Disconnection Fee, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
25. If the annual plan is canceled before the year is up, will the amount initially paid be prorated?
The annual plan will not be prorated if canceled prior to the completion of the year signed up for.
26. Is there a fee to cancel the monthly service?
Yes, as stated in the “Terms of Service”, a fee of $54.95 will be billed at the time of cancellation. However, you will be entitled to a credit in the amount of the Disconnection Fee, if you return to us the ATA (as defined in our Customer Terms of Service) within 14 days from the date that you provide us with notice of termination of your Service.
27. Am I notified when my number is ported over?
Yes you will receive three status notifications: Once when Phone.com processes the order, once when we receive an ETA from the phone company and once when it is completed.
28. How will my Phone.com service be billed?
Home Phone service is billed either Monthly or Annually. To view a sample bill, click here.
