Frequently Asked Questions

About The Internet and VoIP Technology

1. What is VoIP?
2. How do I make calls using VoIP?
3. How do I receive calls using VoIP?
4. What is a broadband or high-speed Internet connection?
5. Do I need a computer?
6. Do I need to have my computer turned on to talk on the phone?
7. Do the people I call need a computer?
8. Must I speak through the computer to use your service?
9. Which VoIP codecs are supported by BroadVoice?

BroadVoice Basics

1. What is required to use the BroadVoice service?
2. Is BroadVoice service a cell phone or wireless phone service?
3. Does the person I am calling need to have BroadVoice service too?
4. Can I keep my current phone number with BroadVoice?
5. What area codes do you have available?
6. What types of telephones work with your service?
7. Can I use my answering machine with BroadVoice?
8. Can I use my fax machine with BroadVoice?
9. How many phone lines can I have?
10. Is BroadVoice service Apple Macintosh compatible?
11. Can I use multiple phone extensions with the phone adapter?
12. Can I still use the Internet while making calls?
13. Does BroadVoice provide 911 or E911 services?
14. Can I use BroadVoice with a home alarm system or personal emergency response services?

BroadVoice and Your Internet Service Provider (ISP)

1. Is Internet service provided with my BroadVoice account?
2. How fast of an Internet connection do I need?
3. Does BroadVoice work with dial-up Internet access?
4. Does BroadVoice work with satellite-provided Internet service?
5. Does BroadVoice work with America Online DSL?
6. Does BroadVoice work with Windows Internet Connection Sharing (ICS)?

BroadVoice Features

1. What Basic features are offered by BroadVoice?
2. What Advanced Features are offered by BroadVoice?
3. What Premium Features are offered by BroadVoice?

Making Calls

1. How do I make an international call?
2. Can BroadVoice add a specific country I want into their Unlimited Calling Plans?

Using BroadVoice Features

1. Where can I find a list of Feature Access Codes?
2. Where can I find a chart that explains VoiceMail access?
3. How do I change my phone number?
4. How do I add another line, feature, or product to my account?
5. How do I customize my features?
6. How do I upgrade to premium features?
7. Does BroadVoice support 3-way calling? Can I make a 3-way conference call?
8. Does BroadVoice offer Toll Free service?
9. What is an Alternate Phone Number?
10. How do BroadVoice Alternate Phone Numbers work?
11. How much do Alternate Phone Numbers cost?
12. How long does it take to activate an Alternate Phone Number?
13. How many Alternate Phone Numbers can I have?
14. Can I have an Alternate Phone Number without a BroadVoice primary phone number?
15. Can I make outgoing calls from my Alternate Phone Numbers?
16. When I choose an Alternate Phone Number, will calls that I make to that regional calling area be local calls?
17. I don't have an Unlimited Long Distance plan. Do I get extra long distance minutes with my Alternate Phone Number?
18. Will the Alternate Phone Number show on the Caller ID displays of people that I call?
19. I used to have another BroadVoice number. Can I get that same number again and use it as my Alternate Phone Number?

BroadVoice Account Portal

1. What is the Account Portal?
2. How do I log into my Account Portal? What is my user name and password?
3. What if I forgot my Account log-in password?

Your Phone Number and Transferring Your Number

1. I want to transfer my current number to BroadVoice. Where do I start?
2. Does it cost anything to transfer my current number?
3. Are there any restrictions in transferring my number to BroadVoice?
4. What happens when a number is being transferred?
5. What happens if my number can't be transferred?
6. Will I be listed in the telephone book if I switch to a BroadVoice number?
7. How do I change my BroadVoice phone number?

Traveling with BroadVoice

1. Can I use my BroadVoice account anywhere?
2. Can I take my phone adapter with me when I travel?
3. What happens to my service if I move?

BroadVoice Billing, Rates and Dispute Resolution

1. What are the start-up costs? How much will it cost monthly?
2. What Rate Plans does BroadVoice offer?
3. What are your international rates?
4. What taxes does BroadVoice charge?
5. Are there any hidden costs with BroadVoice?
6. What is Emergency 911 Cost Recovery Fee?
7. What is The Universal Service Fund Fee?
8. What are Regulatory Recovery Fee surcharges?
9. What are International Regulatory Recover Fee surcharges?
10. How does BroadVoice bill for services?
11. Will I receive a paper bill?
12. What does my online Monthly Statement look like?
13. Can unused minutes be carried to the next month?
14. Do you take any other payment method besides credit card?
15. What if there's a problem with my card?
16. Are there overage charges?
17. Can I change my rate plan at any time?
18. What are the Terms of Service?
19. If I suspect an error on my bill, who should I contact to resolve it?
20. Can I cancel at any time?
21. Are calls to cell phones or mobile phones included in the plans?

E911 Services

1. What type of 911 service does BroadVoice offer?
2. How much does a BroadVoice 911 call cost?
3. How do I register my E911 information?
4. How does E911 work?
5. Does E911 work with my portable device?
6. Does E911 work if I change my address?
7. What will my E911 or B911 registration confirmation email say?
8. Does E911 or B911 apply to international calls?
9. What are BroadVoice's policies regarding its E911 or B911services?
10. Can I test my phone to see if 911 service is active for E911 or Basic 911?

BroadVoice and Your Local Network

1. What is a local network (LAN)?
2. What is a router and do I need one?
3. Which router should I use?
4. Does my network router work with BroadVoice?
5. Can I be subscribe to BroadVoice service and use my existing home networking equipment?
6. Does BroadVoice service work with wireless ISP networks?
7. What ports do I need to open if my Phone Adapter is behind a firewall?
8. If my PC connects to the Internet through the USB port and has no Ethernet connection, how can the Phone Adapter fit into my network?

Device Installation

1. Where can I find a step-by-step installation instructions for BroadVoice Supplied Devices?
2. Where can I find step-by-step installation instructions for BYOD (Bring Your Own Device) devices?

Troubleshooting: Voice and Call Quality

1. I am not hearing a dial tone.
2. I am unable to receive any inbound calls.
3. Calls sound "choppy".
4. I hear echo during calls (hearing my voice repeat).
5. I tried to make a call and received a fast busy signal.
6. What causes of dropped calls?
7. I hear static or "buzzing"?
8. Where can I learn about any technical issues with my BroadVoice Service?

Troubleshooting: Telephone Adapter Devices

1. Where can I find troubleshooting information for BroadVoice Supplied devices?
2. Where can I find troubleshooting information for BYOD (Bring Your Own Device) devices?
3. How do I reboot my Telephone Adapter Device?

Troubleshooting: BroadVoice Features

1. When I log into my voicemail on the web, the page is blank. How do I fix this?