Virtual Number FAQs

The Caller ID to Show option can be modified from within the Call Handling Rules. Select the “Settings” link then “Call Handling Rules”. Select the option to “Forward Call” and enter your cell phone number into the box. Located directly outside that box is a small ADV icon that, when selected on, will allow you to choose which Caller ID to display on your cell phone.

To place outbound calls from your Virtual Number account, login to your account and select the “Place a Call” link. Enter the number you would like to make the call from (i.e. your cell phone) and the number you will be dialing to. Then, click the “Call” button. We will call you on your phone. When you answer, you will be connected to your desired party.

Yes, you can forward your Virtual Number to a Canadian number if your outside provider will accept incoming calls from a US based telephone number. Please check with your outbound provider first before making any adjustments in your account.

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

The Phone.com Virtual Number allots one number per account. However, you can delete your current number and select a new number at any time by contacting our customer care center.

Customers who sign up for our Virtual Number service are required a monthly fee of $4.88 (+ tax). This gets you a phone number (one local area code) plus 250 minutes of use. There are no sign up fees. If a customer exceeds 250 minutes, each additional minutes cost 3.9¢, however, we guarantee that your base monthly bill will not exceed $18.88.

Please note: with this plan the service offers unlimited minutes for $18.88 but where as in other unlimited plans you might be paying more than you would had you chosen a limited plan plus pay for extra minutes. We guarantee that you will only pay for the minutes you use.

Minutes include all inbound or outbound calls. Any time there is a “connection” to the service, such as a forwarded call, or a call to voicemail or a fax and as long as the connection is live, service minutes are being used.

Only if you make international calls, or order the text to voicemail service.

No. You will need to get Virtual Office service if you want to have toll free numbers or a Global Number. Our Virtual Number service only allows for domestic local area code numbers. You can however forward calls to any destination in the world by using Virtual Number.

Credit is automatically applied and tracked through the Phone.com system, therefore, we will need your referrals to sign up through the link provided in the email.

Text Voicemail gives you the ability to read your voicemail rather than listen to the actual message. Your voicemail message is converted from voice to text then emailed directly to you!

When your account exceeds the 250 allotted minutes with your Virtual Number account, overage minutes will be added to your account.

Incoming and outgoing International calls to your Virtual Number are charged at our competitive Phone.com rates. For pricing information, please visit: http://www.phone.com/products/international/

To view the amount of minutes your Phone.com Virtual Number is using, please visit the My Account page.

To change the payment information with your account, login and select the My Account link. In the center of the page, select Change Payment Information.

To change your contact information, login and select the My Account link. Locate and select Change Contact Information.

Yes. To view your Phone.com Virtual Number billing, please log-in to your account and select the My Account link. Locate and select View My Billing to continue.
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.

You can upgrade from within the control panel to a Virtual Office package.

1. Answer call
2. During call, press * + 3
3. You will hear Call Recording prompt stating “The call is now being recorded. It is your responsibility to inform the other party.”
4. To stop the recording, dial * + 3 and listen for the notification stating “Your recording has ended.”

The Called Party will hear the message stating “The call is now being recorded. It is your responsibility to inform the other party.

Call Recordings are available within the Call Logs section of your Virtual Office account.

No, Call Recording does not use any extra minutes. It is considered part of the call and no extra fees will be accrued.

At this time, In Call Features, including Call Recording, are not accessible through a Queue.

The ability to download and save the Call Recording will be available soon. Please continue to check back for this great feature.

To cancel the service you need to contact our customer support center. 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!

On certain HTC phones, the “Gateway” mode will not work. In this case, you will need to use “Call Back” mode. HTC’s customizations on top of the basic Operating System prevents the “Gateway” mode from functioning.

Placing Outgoing Phone.com calls using the standard Gateway method places outbound calls using our “easydial” mode. Placing outgoing Phone.com calls using the alternative method, “Call Back Mode”, is similar to the “Click to Call Me” button where we will ring you first to answer, then connect you to the outgoing party.

The Mobile Office Android app can only handle one extension at a time. You can log out of that extension and login using another extension’s credentials, however.

The iPhone extension fee is one time. There are no additional per month charges.

Yes. Though you must log into the Phone.com mobile app after switching sim cards (you may need to log out first in the app). This will automatically authenticate the new sim card’s mobile number. At that point you are ready to make calls.

If you are running into problems making Mobile Office calls using the Phone.com Android app, be sure to go into the settings for the app and enable the option for “callback mode”.

Yes. The Phone.com Mobile Office app will work with all Phone.com plans including Virtual Office, Home Phone Plus and Virtual Number.

You can set this up in your control panel on the web. In your call handling rules, in the forwarding options, there is a drop down labeled “Caller ID to show me” with the options “caller’s id” or “called number” that you can set.

You can also set an advanced option that will say using text to speech any verbal hint that you select to tell you who the call is from and to help you decide how to respond. For instance you can say “Sales”, “Accounting”, “Business A” and what not to identify from which extension or number that call was made. By adding screening to that you can also decide if to take the call by pressing 1 or ignore it.

Yes. You can dial from the Android dialer an extension number and as long as the dialing is done via the Phone.com caller ID it will dial that extension. You can also dial from the App, click the “Place a call” link and enter the extension you want to reach (in both cases all extensions must be part of your Virtual Office account).

Phone.com Mobile Office currently (June 2010) works only with the Android operating system. iPhone, Blackberry (RIM) and other platforms will be available later in the year.

When you make a call using the Phone.com Mobile Office app, you use your mobile minutes.

Your Phone.com minutes will also be used based on the Phone.com plan you have.

You can enter a text message and send out to any mobile number just like you would from your regular chat / SMS function on your phone but the caller ID shown to the called party would be your chosen Phone.com phone number and NOT the cell phone number.

You may also view the chat history from your inbox.

Note: if you transfer your number to Phone.com it may take a few days before you will be able to receive SMS on this number.

Perhaps the most exciting feature of the phone.com Mobile Office is that it gives you the ability to place calls using your phone.com phone number. You have several options to place an outbound call:

* Click your phone’s physical “call” button (the green button) and choose phone.com

* Click “place a call” from the phone.com app

* If you choose to, the phone.com app can actually intercept all outgoing calls and redirect them through your phone.com account! Just check the “outgoing calls” checkbox from the app’s settings menu.

If you have more than one phone.com phone number, you can even change it from the app’s settings menu, or to change it on a call-by-call basis, tap-and-hold the call button from the phone.com dial-pad.

* You can set your mobile phone so that ALL your outbound calls will be attempted to be completed using your Phone.com Mobile Office dialer. This means the caller ID shown to the party you are trying to call will be that of your Phone.com’s number.

* You can Set the Caller ID your party will see: if you have more than one phone.com number in your account you can choose which one to show when you make a call (you can change this between each call)

Your inbox contains all of your incoming voicemails and faxes, just like on the web. Click a voicemail or fax to listen to the voicemail, view the fax, or to return the call.

You can also delete a message, download it to a separate file, or block that number.

Once the app is downloaded, to log in, you will simply need to enter your

* Phone.com phone number,
* Virtual Office Extension number (use 500 if you have Virtual Office or Home Phone accounts) and
* PIN (your extension voicemail password).

Note: If you haven’t used this phone before with Phone.com Mobile Office, we will automate a call to your phone, and ask that you enter a security code. You will only have to do this once.

You can find more information here:

* Listen to and manage your voicemail (it’s great when combined with our best of class voicemail transcription service)
* View received faxes
* Show your extension’s call logs (calls history)
* Block calls from unwanted or unidentified numbers
* Make calls from your virtual office phone number (the party you call will see your Phone.com number caller ID and NOT your cell phone number).
* Send and receive SMS

Note: You will need an account with phone.com in order to use this app. Sign up using your computer from our website:

For instructions how to download the app click here