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What does VoIP mean?

VoIP stands for Voice Over Internet Protocol. This is a technology that allows your voice to be sent just like other data over the Internet instead of using traditional phone lines. VoIP has been used for over a decade by major phone companies. In fact, if you are using a normal phone line – your calls are already using VoIP at some level! Now, the technology is now readily available for the consumer market.

How does 1010Talk Voicemail work?

To access 1010Talk’s voicemail, simply dial *97 from your VoIP phone. You can also access your access voicemail via our web portal at www.1010talk.com - under the customer login section.

1010Talk also supports voicemail to email – where your voicemail messages are converted to an audio file and sent to your email address.

To change your voicemail password or setup voicemail to email, simply select the Call Services tab under the account section of the web portal.

Can I use a dial up internet connection to use your service?

A broadband Internet connection is required for this service. This can include Cable, DSL, Fiber Optic, or a T1 line. Unfortunately, wireless, dial-up and satellite internet connections are not supported.

How will the sound quality compare to a traditional phone line?

Nearly all phone traffic in the US is already carried over VoIP, so the quality should be as good or better than with other traditional phone services. Major telecom companies have been using VoIP to send calls between cities and states for years, and now the technology is available to bring that same, digital service directly into your home. Please note that a reliable, high-speed Internet connection is necessary to maintain good quality service.

Is this like chat where I can I only call other VoIP users?

No, you can call any US or International Phone number using 1010Talk’s service. The only difference you should notice is a smaller monthly bill!

Is there a minimum internet speed requirement?

The minimum speed requirement is 128kps upload and download.

Do you have international calling available?

Yes, we offer international calling. Please refer to our available plans for more details.

Do you offer service to customers outside of the Continental USA?

1010Talk service requires customers to have a US Address and US Credit Card number.

I need both Internet and phone service. Does 1010Talk provide both services?

1010Talk does not provide local Internet access. You can usually get Internet access via DSL service from your local phone company, or via Cable Modem service from your local TV provider.

Can I use my home wiring with your VoIP adapter?

You may use the telephone wiring in your home. However, both the manufacturer and 1010Talk recommend connecting a phone directly to your VoIP adapter – not connecting your home phone wiring. It’s possible that you may damage the VoIP adapter or the phones in your home if they are still connected to your local phone company.

*** Important Note ***

Improper use of internal wiring will result in the failure of the phone adapter and possibly any device connected to the internal telephone wiring.

Please contact the local telephone company and have a telephone technician disconnect the telephone company's wires from your location.

The telephone company sends electricity over their phone lines, if the telephone company still has a connection at your location, then the extra electricity that the Grandstream will push over the lines will cause the failure of any device that is connected to the internal telephone wires.

If you wish to use the internal wiring for the telephones at your location, please refer to this resource - http://michigantelephone.workbench.net/ - for information on how to use and setup the internal telephone wiring properly.

Can I use a wireless Internet connection with your service, such as 3G or Satellite?

A wired, broadband Internet connection is required for this service. This can include Cable, DSL, Fiber Optic, or a T1 type internet.

Unfortunately, radio, wireless, dial-up and satellite internet connections are not supported.

Why is a stable Internet connection important?

VoIP service works in real-time. A delay or loss of service in your Internet connection will mean that the voice quality will be poor. If your Internet connection is unstable, we recommend contacting your ISP and working with them to resolve the problem.

Your service with 1010Talk is only as good as the internet connection you are using. If your internet connection has any type of instability, you will need to contact your ISP and have them resolve the issue.

Is there an activation fee?

Some of our plans do have an activation fee, but in many cases this is waived by signing up for 1 year. See the specific plan details for more information.

Can I use my regular phone with 1010Talk’s service?

Yes, you may use any normal, analog phone with 1010Talk’s VoIP service. Our VoIP adapter has a standard telephone (RJ-11) connection.

No special phones are required to use our service. You may use the phones you currently have.

What special VoIP equipment do I need?

1010Talk will ship you a VoIP adapter to use our service. The adapter connects to your DSL / Cable Modem service, and also to your normal telephone. The unit should be pre-configured for easy, plug and play activation.

We will send you the ATA (analog telephone adapter) hardware you will need to use our service. The ATA converts your analog phone signal into a digital phone signal in order to use our service.

Is the hardware free?

The VoIP adapter is provided free of charge as part of your service plan. There are no additional equipment charges.

Can I use my own phone adapter?

1010Talk has only approved the Grandstream and Linksys model VoIP adapters for use on our network. We only support these two models.

Does your service require an existing phone number?

You may choose to get a new phone number or you may choose to keep your current number by having it transferred over to our service.

Can I get a new number?

Yes, you can get a new number based on your service address. You may choose a phone number from a list of available numbers during the sign up process.

What if I want a new number outside of my local calling area?

You can also choose to have a phone number that is different from your local area code during the sign up process.

Can I transfer my current phone number?

You can transfer your current phone number to 1010Talk as long as the phone number is an active phone number and is in your name. This process takes about 14 days to complete the transfer. Do not cancel your service with your previous phone service provider until the service with 1010Talk is up and running completely.

When transferring (porting) a number does that mean I will be without a phone while it’s being transferred?

No – the service change should be seamless. Your 1010Talk service will be active and waiting for the move of your existing number. Once that move is complete, your 1010Talk service will immediately start working with your old number.

Would that mean paying two phone companies?

No, once you have the 1010Talk VoIP and running you may cancel your service with your previous phone service provider.

Do I need to call to cancel service with my old phone company?

Once the 1010Talk VoIP service is up and running, you may contact your previous phone service provider to cancel service with them. Some phone companies do require that the customer contact them in order to cancel their service.

If you are transferring your number over to us, 1010Talk will submit the disconnect order for you. You will still need to contact the previous provider to cancel telephone service once the 1010Talk VoIP service is up and running.

Is there an additional cost for me to transfer (port) over my number?

Yes, there is a $15 charge for porting existing numbers over to 1010Talk.

What happens if my current phone line has my high speed internet on it?

Most Internet Service Providers (ISP) will let you transfer your phone number and keep your DSL internet service with them. This is referred to as a “Dry Loop DSL” line. You will need to contact your current ISP to find out if this is an available option.

If Dry Loop DSL service is not available in your area, you can also switch your high speed internet service to cable broadband service.

Can I cancel my number transfer within the 2 week window?

Yes, but only within five (5) business days of submitting the order.

How does the number porting process work?

Once you have submitted the order to transfer your telephone number to 1010Talk, we will automatically submit a request to your current telephone provider asking them to release the telephone number to us. Once the previous provider has notified us of the transfer date, we set that same date as the activation date with 1010Talk.

Normally, the transfer process takes about 14 days.

Can I use my computer and talk on the phone at the same time?

Yes, you can use a computer and talk on the phone at the same time. The 1010Talk VoIP adapter works independently of your computer and shares your Internet connection.

Does my computer need to be on if I want to use the phone?

Your computer does not need to be on, but your broadband modem and the 1010Talk VoIP adapter will need to remain powered on at all times for the phone service to work.

How much is caller I.D. and other features?

All of the 1010Talk residential telephone lines have the same features. All of the 1010Talk features are standard and are offered at no additional cost.

Can I call 800 numbers?

1010Talk’s services all include the ability to dial toll-free numbers.

What about 911 emergency calls?

911 emergency calls placed on the 1010Talk VoIP service are handled just like normal 911 land line calls. These calls are routed to your local 911 Emergency Services Operator. When a 911 call is placed, the address and name we have on file for that phone number will be sent to the 911 Operator to assist them.

What is E911 and do you offer it?

Yes, we offer E911 service where available.

E911 service allows for your registered address to show up on the 911 operator's screen the moment the 911 call is placed. With this feature, the 911 operator will automatically know your location, even if you are unable to provide it.

If my internet connection goes down and someone tries to call me, what will happen?

If the incoming call is unable to reach your device, then the call will be transferred to the voicemail system.

The voicemail system is independent of your phone adapter device. The voicemail system will always answer any call that is not answered.

You can also have your line forwarded to another number in case the phone line cannot be answered.

How do I know I have voice mail?

Voicemail alerts come in many forms. You might receive a stutter dial on the handset, a blinking phone light on the phone adapter device or an indication on the phone itself if the phone is capable of displaying a "Message waiting" icon.

You can also configure your new voicemails to be emailed to you either as a ".wave" attachment or just a notification of that new voicemail.

Can I record my own voice mail greeting?

Yes, you can record your own greeting from the handset of the phone. When you log into your voicemail account for the first time, you will be prompted to record a new voice mail message. Dial *97 to access the voicemail feature from the handset connected to the 1010Talk VoIP adapter.

What if I want a phone in my kitchen and my modem is on the other side of my home?

The recommended solution for this is to get an expandable handset telephone system that has one base plugged into our hardware and multiple cordless handsets. Each handset will not need to be plugged into a wall jack and you can scatter the handsets around your home.

I got a new number with you and now I would like to transfer my other number to replace it.

Can I use 1010Talk service with a softphone/web dialer?

Yes, but only if you have a plan that specifically provides a Web Dialer.

What if I have static during phone calls?

If you hear static on your Phone Power phone during a phone call, try connecting the power adapter directly to a wall outlet. Be sure to bypass all extension cords, power strips and uninterruptible power supplies (UPS).

What can I do about Choppy Audio?

'Choppy' or 'Dropped' audio during a phone call is often caused by problems with your internet connection. These internet connection issues are typically not related to upload/download speeds but by excessive delay, jitter, packet loss etc.

Do I have service with 1010Talk before the port date?

I moved, does the service still work?

Yes, your service will follow you. All that is required at the new location is a Broadband Internet connection. Once you have you new connection established and are up and running, make sure to update your billing address and your 911 information by contacting customer service (dial 611).

What is a "rate center" and why can't 1010Talk port my number?

A rate center is a geographic area that is used to determine things like local vs. long-distance calls, as well as local vs. non-local exchanges/prefixes.

In the vast majority of cases, porting a phone number is not a problem. However there are a couple possible reasons your number can’t be ported. 1010Talk can port numbers from more than 90% of the U.S. market. However there may be a circumstance where we don't have a connection to your rate center. In those rare instances, we cannot port your number. However you may be able to get a new number from Phone Power that's still local to you. Putting in your address on the order process will provide you with a list of the closest phone numbers to you.

When will I receive my VoIP Hardware?

We ship the hardware via UPS 3 Day Select. Once your hardware has shipped, we will email you with the UPS tracking information.

What kind of hardware do I need to use for your service?

We will ship the phone adapter you will need to use our service. Currently, we are shipping the Grandstream HT502 or the Linksys SPA2102. It is the next generation of powerful, high quality devices. Its compact size, excellent voice quality, and configuration options make it useful for both residential and small business applications.

Do I need any other hardware?

You will not need any extra network hardware to use our service, just the phone adapter device. If you already have a router, you can place the phone adapter before the router. You will plug the phone adapter into your current Broadband Modem and it will connect directly to Phone Power's servers (No matter what type of Broadband you use: Cable, DSL, etc.).

Will your hardware work with my existing router?

Yes, but you might need to do a special configuration on the existing router to allow access to the phone adapter. Unfortunately, we may have you bypass the router to get service working if the support staff feels the router is blocking access for the phone adapter.

I have no dial tone on my Grandstream or Linksys?

This is a physical set up problem. The dial tone is served locally by the Grandstream ATA device once the device is ready for use. If you have just turned on the Grandstream, please allow the device a few minutes to boot up completely before checking for a dial tone.

I can make out bound calls but I do not get any incoming calls?

If you are porting a phone number to us, then this typically means the port is not completed. If you ordered a NEW phone number from us, or your activation date has passed, then please contact our Customer Service (dial 611) for further assistance.

If I put your hardware in front of my router, I get phone service but no internet. And if I put my router in front of your hardware, I get no phone service?

This is typically an IP Address conflict between your router and our hardware. The router you are using is responsible for this issue.

Will the caller id displayed on the phone be what is in your contact list or the name generated by the incoming caller ID?

If the number is in your contact list, the displayed name will be what you entered into your contact list.

Can I take the service with me when I travel?

The ATA hardware we send you is programmed with your telephone number. When used outside your home location, you would be calling from your home telephone number. Assuming the broadband connection you are using while you are away from your home does not block the necessary ports used by our service, the service will work at any location

How do I set up the DMZ in my router for the VoIP adapter?

If you are having issues making and receiving calls with the VoIP adapter and it is behind a wired or wireless router, setting up DMZ might be the solution.

For the first step in this process, we will need to find out the current IP Address being assigned to your VoIP adapter by your router.

For Grandstream HT502 devices: Dial ‘***’ +‘02’ to get the IP address.

For Linksys SPA2102 devices: Dial ‘****’ + ‘110#’ to get the IP address.

Now, connect your computer directly to your router, and open up a web browser and login to the router. Once you are logged in, go to the DMZ section of the router. This is usually in the Firewall settings or an ‘Advanced’ section of the router.

Once you are on the DMZ page, set up the DMZ as follows:

• #1 - Enable the DMZ.
• #2 - Set the DMZ to the IP address that you received from the Grandstream in the first step of this process.

Save the settings once this process is complete.

You will need to reboot the VoIP adapter for this to take effect. Simply remove the power cord from the back of the VoIP adapter, wait 20 seconds, and put it back in. After 5-10 minutes the VoIP adapter should be registered and online.

Why am I unable to receive inbound calls on my VoIP adapter?

There are a few possible reasons for this:

Check the power cord and ensure the Power light is on. Try to connect the power cord to a wall outlet for power instead of a power strip.
• Analog telephone and VoIP adapter may not be plugged in.
• Internet connectivity may have been lost.
• Router/firewall options have blocked VoIP traffic.
• Your account has been suspended due to non-payment.

Why am I unable to make outgoing calls on my VoIP adapter?

There are a few possible reasons for this:

• Check the power cord and ensure the Power light is on. Try to connect the power cord to a wall outlet for power instead of a power strip.
• Analog telephone and VoIP adapter may not be plugged in.
• Internet connectivity may have been lost.
• Router/firewall options have blocked VoIP traffic.
• Your account has been suspended due to non-payment.
• You are calling a destination outside your 1010Talk VoIP Plan.

I can make outbound calls but I do not get any incoming calls?

If you are porting a phone number to us, then this typically means the port is not completed. If you ordered a NEW phone number from us or your activation date has passed, then please refer to the topic “Why am I unable to receive inbound calls?”

Why should I properly power cycle my network, and how do I do this?

Power cycling your network is necessary if any changes have been made to your firewall settings or if you just want to restart to your entire network. This is useful when some settings become “stuck” on one of the network devices like a router or a modem. To properly power cycle your network, please follow these instructions:

Unplug the power cord from all network devices, including modem, any 3rd party routers, and the phone adapter device. Please be sure that you use the included power supply with our device. Using the wrong power supply can cause permanent damage to the device, and you will be held liable.

Plug in the power cord of your modem. Please wait until the DSL, Ethernet, Internet light is a stable light before continuing.

Once the modem looks like it should be online, plug in the power to the device that is connected to the modem (usually a 3rd party router). This is usually either the phone adapter or router. Allow the device about 15-30 seconds to boot up.

Once that device (the 3rd party router) is fully powered on, plug in the power cord to the next device (usually the VoIP adapter). Within a couple minutes of all the devices being powered on, you should have both internet access and a working telephone.