vTone FAQ

1. What happens when there is a power outage?
2. What is vTone 9-1-1 service and how does it affect me?
3. Does vTone service work with all types of Internet connections?
4. What happens when my cable connection gets capped?
5. Can I transfer my current phone number?
6. Can I choose my own phone number?
7. What happens when I move?
8. What is a foreign exchange?
9. Is there any hardware required?
10. What happens if I decide to cancel the vTone service?
11. What type of voice quality can I expect?
12. Do I have to have a computer to use this service?
13. How does call number display work?
14. How do I use the call waiting feature?
15. Can I have 2 different directory listings?
16. Can I list my non-Vianet number as my phone number in our directory listing?
17. Does vTone service support faxing?
18. When I signed up for vTone service I had to purchase an analog telephone adaptor (ATA), is there a warranty on the ATA?
19. I would like to activate a calling card, how do I do this?
20. What Star Codes are supported? (i.e., *72 for calling forwarding)
21. I have more questions!

Q1: What happens when there is a power outage?

A: vTone service and 9-1-1 will not work in an electrical power or broadband Internet provider outage. If you live in an area of frequent power outages or have a concern about not having use of your phone during these times we recommend that you purchase an un-interruptible power supply (UPS) that will provide you with power to your system for a short period of time.

Q3: Does vTone service work with all types of Internet connections?

A: vTone service can work on any always-on High Speed Internet connection with a speed of 512 Kbps or better. Including High Speed DSL, High Speed Cable and some Cable Lite services. vTone service does not work on a dial-up Internet connection.

Q4: What happens when my cable connection gets capped?

A: If you are on a high-speed package that only allows you a certain amount of data transfer each month, you may be worried about your phone service when the speed decreases. You will not lose your vTone phone service, but the voice quality may be poor depending on the speed of your connection. To ensure that you do not get capped you can choose one of the no-cap cable packages that are available. (no-cap cable service is not available in all areas)

Q5: Can I transfer my current phone number?

A: Yes, you can transfer your current phone number to our vTone service, providing you are using the service in the same town.

Q6: Can I choose my own phone number?

A: Yes, you can choose your own phone number, provided it is not currently in use or reserved for another customer.

Q7: What happens when I move?

A: If you know that you are going to move, call us to find out if you can receive vTone service at your new address. As long as you are still able to receive a high speed Internet connection and are in an area that is serviceable by our vTone service, there will not be any problem with your move.

Q8: What is a foreign exchange?

A: A network-provided service in which a telephone in a given local exchange area is connected, via a private line, to a central office in another, i.e., "foreign", exchange, rather than the local exchange area's central office.

Note: To call originators, it appears that the subscriber having the foreign exchange service is located in the foreign exchange area.

Q9: Is there any hardware required?

A: Assuming you have all your equipment to run your high speed Internet connection, the only additional hardware you should need is the VOIP Gateway/Analog Telephone Adaptor. This hardware is included in your monthly service fee and is picked up at the time of activation.

Q10: What happens if I decide to cancel the vTone service?

A: Upon the cancellation of the service, you will need to return the rented hardware to Vianet on the day of cancellation. Hardware that is not returned will be charged to your Vianet account in the amount of $250.00.

Q11: What type of voice quality can I expect?

A: Your vTone service is only as good as your Internet connection. If you have a slow Internet connection (i.e. Cable Lite) or there is congestion on the Internet you may notice a decline in voice quality. If you are experiencing poor voice quality refrain from using the Internet while on the phone and see if it clears up. If it does you may choose to consider a higher quality, faster Internet connection.

Q12: Do I have to have a computer to use this service?

A: You do not require a computer to use vTone Broadband Local Phone service. However, you do need to have a High Speed Internet connection.

Q13: How does call number display work?

A: Call Number Display allows you to see the phone number of the person who is calling before you answer the call. After the first ring the number will appear on your call display equipped phone. Unlisted numbers or intentionally blocked numbers will be displayed as “Unknown Number”, Blocked Call” or “Private Number”. You must have a compatible call display phone to use this service.

Q14: How do I use the call waiting feature?

A: Call waiting services will notify you of incoming calls with a series of short beeps. To accept the call simply press the LINK or FLASH button on your phone. This will put your current call on hold and transfer you to the incoming call. To return back to your original call, simply press the LINK or FLASH button again

Q15: Can I have 2 different directory listings?

A: Yes, if you would like 2 separate directory listings (i.e. Smith, Roger – listed under Smith and MacDonald, Sarah – listed under MacDonald). There is a $50 initial set up fee and then you will be charged $1.90 per month.

Q16: Can I list my non-Vianet number as my phone number in our directory listing?

A: Yes, you can choose the number you wish to have listed in your directory listing.

Q17: Does vTone service support faxing?

A: Yes, but the ATA must be configured to support this feature.

Q18: When I signed up for vTone service I had to purchase an analog telephone adaptor (ATA), is there a warranty on the ATA?

A: The sale of the Analog Telephone Adapter is final. Vianet will provide a full manufacturer’s warranty on your ATA in the event that it fails due manufacturer defects for one full year from the date purchased.

Q19: I would like to activate a calling card, how do I do this?

A: To activate your calling card simply contact your local office they will be happy to help you. Calling cards can usually be active the same day. You will need to indicate a 4 digit PIN number.

Q20: What star codes are supported? (i.e., *72 - Activate call forwarding)

A: The following star codes are supported:

• Dial *11 to determine what your vTone phone number is.
• Dial *67 to enable call blocking.
• Dial *68 to disable call blocking.
• Dial *72 to activate call forwarding.
• Dial *73 to deactivate call forwarding.

Q21: I have more questions!

A: Please fill out our Online Support Form or contact Vianet Technical Support at 1-800-788-0363.