Home Phone FAQ: General Questions

- Are there any extra or hidden fees with my Phone.com Home Phone service package?

- What does it mean to transfer my number?

- How long does it take to receive the adapter?

- Is rush shipping available for the ATA adapter?

- The website says the activation fee is $29.95. Why was the charge $39.90?

- Can refunds be received for the ATA if services are canceled?

- If the annual plan is canceled before the year is up, will the amount initially paid be prorated?

- Is there a fee to cancel the monthly service?

- How will my Phone.com Home Phone service be billed?

- What are the “usage charges” stated on my invoice?

- How do I cancel my service?

- Can I use the iPhone app with Home Phone Plus?

Are there any extra or hidden fees with my Home Phone Phone.com service package?

Home Phone Plus 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.

What does it mean to transfer my number

When transferring your home phone number to Phone.com, the number only is moved from one company to another. Please be aware that any services provided by other company will not transfer to us.

How long does it take to receive the adapter?

If the Home 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. Please note we do not ship on weekends or holidays.

Is rush shipping available for the ATA adapter?

There is no rush delivery; we charge a flat rate of $9.95 for shipping.

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.

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 of $54.95, if you return to us the ATA in a reasonable working condition (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.

If the annual Home Phone 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. However, you will be entitled to receive credit of an amount equal to 75% of your prorated plan as well as credit in the amount of the Disconnection Fee of $54.95, if you return to us the ATA in a reasonable working condition (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.

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.

How will my Phone.com Home Phone service be billed?

Home Phone service is billed either Monthly or Annually. To view a sample bill, click here.

The Consumer & Governmental Affairs Bureau offers explanation of the taxes and federal charges that may appear on your Phone bill, you can access this information here.

What are the “usage charges” stated on my invoice?

Usage charges refer to any overage of minutes used per month (if applicable), International calls made during the invoice dates, 411 call charges, etc.

How do I cancel my service?

To cancel the service you need to contact our customer support center. You can dial 611 if you have a phone.com phone line or IP Phone, or Soft Phone. Alternatively you can call our support line at 1-800-998-7087 or you can fill up our support form here.

REMEMBER: Your cancellation start ONLY after you receive a cancellation confirmation e-mail from us!!

Can I use the iPhone app with Home Phone Plus?

Currently the Mobile VoIP iPhone app does not work with Virtual Number and Home Phone Plus plans..