Customer Service

At 1010Talk we have live customer service agents standing by 10 hours per day to serve our customers. We’ve also compiled our most frequently asked questions below. If those don’t answer your question, please don’t hesitate to contact us:

Via phone: (646) 443-3059

Toll Free: (866) 249-2138

Via live chat: [Click Chat Button in top right corner of page]

By email: 1010Talk@1010Talk.com

By mail: 1010Talk, P.O.Box 220298, Great Neck, NY 11022-029

VoIP/Broadband Questions

  1. Do I need anything besides a DSL to make the VolP work?

  2. How do I check what Internet speed I have?

  3. How do I install the 1010Talk adapter?

  4. How do I check what my IP address is?

  5. Would a firewall affect my VoIP service? What should I do about it?

  6. How do I disable my Internet firewall?

  7. My 1010Talk adapter is not working. What should I do?

  8. How do I set up voice mail?

  9. How do I know if the call I’m making is a local or long-distance call?

  10. What should I do when I get a busy tone when I dial out or dial 511?

  11. What should I do if there's no dial tone?

  12. What should I do if I don't hear my phone ringing, but the person who's calling me hears it ringing on their end?

  13. Why do lines disconnect after it rings?

  14. Why do I get charges for calls that don’t ring?

  15. Is 911 emergency service provided for 1010Talk VoIP plans?

Do I need anything besides a DSL to make the VolP work?

To make VoIP work you’ll need:

  • a broadband or DSL Internet connection with a minimum speed of 256K phone  (or a computer for our Softphone plan)

  • 1010Talk adapter (provided by us)

  • Router (optional)

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How do I check what Internet speed I have?

You need a minimum internet speed to use 1010Talk VoIP service. www.speedtest.net has all the information you need with regards to lnternet speed. Simply click on the yellow star which represents a test server. lt will then show your lSP, upload and download speed.

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How do I install the 1010Talk adapter?

For a diagram and instructions for setting up your 1010Talk VoIP/Broadband service, visit our “Getting Started” page.

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 How do I check what my IP address is?

In order to check your IP address from your Windows-based computer, press "Start", then "Run", then type "cmd" in the text field that appears. Then inside the black window that pops up, type "ipconfig". Your IP address, subnet mask and default gateway should then come up on the black window. The lP address can also be acquired directly from the VolP via a voice prompt. Simply pick up the phone and dial “***”, followed by menu option "02".

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Would a firewall affect my VoIP service? What should I do about it?

Sometimes your Internet connection/modem has a built-in firewall that could be blocking VolP traffic (especially if it is blocking sip port 5060). To find out, first connect your modem directly to your computer, then check your lP address from your Windows-based computer. To do this, press "Start", then "Run", then type "cmd" in the text field that appears. Then inside the black window that pops up, type "ipconfig". Your lP address, subnet mask and default gateway should then come up on the black window. lf the lP address starts with 'I92', that means it is on a private network, and it is likely that your Internet connection/modem has a built-in firewall that could be blocking VolP traffic.

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How do I disable my Internet firewall?

Built-in modem firewalls can be disabled either by the ISP user or the ISP provider themselves. If you have control of your firewall, please enable sip port 560. If you don’t know how to do this, or if your ISP has not given you access to the modem's firewall, then ask an ISP technician to access the modem and remove the firewall.

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My 1010Talk adapter is not working. What should I do?

Turn off both the modem and the VolP box. Then turn on the modem first, wait one minute, and then plug the box back in. Have the person call the VolP again. lf the issue persists, contact customer support.

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How do I set up voice mail?

The voice mail feature can be enabled through contacting customer support. You will be guided through the set-up process.

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How do I know if the call I’m making is a local or long-distance call?

Go to www.localcallingguide.com/lca_rcdist.php and enter the area code and prefix for your number and the number you are calling and can find out.

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What should I do when I get a busy tone when I dial out or dial 511?

Turn off both the modem and the VolP box. Then turn on the modem first, wait one minute, and then plug the box back in. lf the issue persists, contact customer support.

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What should I do if there's no dial tone?

Try restarting your VoIP box by turning off both the modem and the VolP box. Then turn on the modem first, wait one minute, and then plug the box back in. lf the issue persists, contact customer support.

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What should I do if I don't hear my phone ringing, but the person who's calling me hears it ringing on their end?

Turn off both the modem and the VolP box. Then turn on the modem first, wait one minute, and then plug the box back in. Have the person call the VolP again. lf the issue persists, contact customer support by dialing 611#

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Why do lines disconnect after it rings?

There might be a temporary network issue in the country you are calling. Please report it to customer service for further assistance.

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Why do I get charges for calls that don’t ring?

If you encounter this problem, please contact our customer service for credit.

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Is 911 emergency service provided for 1010Talk VoIP plans?

Please see our 911 information page for a full explanation of our 911 Emergency service works with 1010Talk VoIP/Broadband plans.

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PINLESS LONG DISTANCE QUESTIONS

  1. What is the 1010Talk Pinless Long Distance service?

  2. Is there need to change my current telecom service provider to use 1010Talk Pinless Long Distance?

  3. Where does 1010Talk offer residential or business long distance service?

  4. Can I recharge my pre-paid account online?

  5. How do I use this service from our cell/mobile phone?

  6. How do I avoid calls going to our mobile provider?

  7. Are there charges to use 1010Talk access numbers?

  8. Will having caller ID blocked on my phone affect my 1010Talk Pinless Long-Distance Service?

  9. Why do I get charges for calls that don’t ring?

What is the 1010Talk Pinless Long Distance service?

1010Talk Pinless Long Distance service is a long distance/overseas calling service which, unlike calling cards, does not require callers to dial 10 to 12 digit PINs every time they attempt to make a call. The caller just has to dial the access number followed by destination telephone number.

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Is there need to change my current telecom service provider to use 1010Talk Pinless Long Distance?

No. 1010Talk Pinless Long Distance can be used from any phone and there is absolutely no need to change local telecom service carrier. By using the using the 1010Talk Pinless Long Distance access numbers, you are basically “dialing around” your current long distance carrier.

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Where does 1010Talk offer residential or business long distance service?

1010Talk offers pre-paid residential or business long distance service anywhere in the contiguous 48 states through either local access or 800 telephone numbers that you dial from your home phone. There are a growing number of markets, such as the NY Metropolitan Area, where 1010Talk can offer 1+ residential service. Please contact us for a current list of areas where we can provide this service.

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Can I recharge my pre-paid account online?

Yes. You can recharge your 1010Talk accounts online or by telephone.

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How do I use this service from our cell/mobile phone?

Dial access number, enter your PIN if prompted, then dial destination number. For domestic calls, dial 1 + area code + number. For international calls, dial 00+ country code + number.

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How do I avoid calls going to our mobile provider?

Block your international long distance from your mobile provider. If the call drops, do not redial or press** or send twice. From your mobile phone you must dial 00 + country code to avoid charges. Restrictions apply.

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Are there charges to use 1010Talk access numbers?

That depends on whether you have signed up for a toll-free access plan or a local number access plan. If you have signed up for the toll-free access plan, then you will not incur additional charges for dialing the toll-free access number. If you have signed up for the local number access plan, then you may incur additional charges for dialing access numbers if they are outside your local calling area.

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Will having caller ID blocked on my phone affect my 1010Talk Pinless Long-Distance Service?

Yes. If you are having problems with 1010Talk Pinless Long Distance, make sure you do not have caller ID blocked on your phone. We need caller ID to recognize your phone and let you make a call.

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Why do I get charges for calls that don’t ring?

If you encounter this problem, please contact our customer service for credit.

BUSINESS SERVICES Questions

Does 1010talk offer Business services ?

1010TALK does offer services for Business Customers. Please check out Business Features section of our website for details.

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Distributor Questions

I want to become a distributor for 1010Talk. How do I do this?

Please visit the “Be a Distributor” area of our web site that tells you how to do this.

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If after reading these questions you need more help, please contact us.