Support and FAQs

How much is VoiceLine service?

You pay only $24 a month for unlimited local and long distance calling anywhere within the U.S., Canada and Puerto Rico. For another $15 you get unlimited calls to 60 countries around the world, including Spain, France, China, the U.K. and more. Calling features such as VoiceMail, call waiting, call forwarding, caller ID, and more are included at no extra charge.

Is there an activation fee?

No. There is no activation fee for VoiceLine. That’s a savings of $30 compared to other service providers.

Do I need to sign a contract for VoiceLine service?

No. VoiceLine does not require an annual contract. An early deactivation fee of $39.99 applies if you cancel your VoiceLine service within one year of activation.

Are there any additional fees?

You will be charged the following fees in addition to the cost of your calling plan:
Enhanced Service Fee: This fee is a monthly charge to recover costs incurred by Net2Phone to maintain and connect a phone number with the public phone networks.
Universal Service Fund Surcharge: This surcharge recovers what Net2Phone must pay to the Federal Universal Service Fund for providing VoiceLine to you. The Federal Universal Service Fund was created by the federal government to help ensure affordable telecommunications service across the country, especially for low-income customers and residents of rural communities. All telecommunications providers are required by law to pay into the Federal USF.

What happens when I make calls to countries not included in my World calling plan?

Calls to out-of-plan locations will be charged to your credit card. This charge will occur at the end of your current billing cycle (and will be added to the cost of your calling plan) or when the amount of these calls exceeds $25, whichever comes first.

Do you charge sales tax?

No. Sales tax is not charged on your monthly calling plan or on your out-of-plan calls.

Can I transfer my telephone number to VoiceLine?

Yes. When you sign up, you have the option to transfer your current phone number to VoiceLine.

Can I add an additional phone number to my VoiceLine service?

Yes, you can have more than one phone number. You can add a phone number from the U.S., Canada, or over 20 other countries, including the U.K., France, and Brazil -- regardless of where you live. To add a phone number, login to the online account center. Click "Manage Plan" on the left side of the page and then click "Add Phone Number" and follow the instructions. An additional monthly charge applies for each phone number.

How can I benefit from having an additional VoiceLine phone number?

Having additional phone numbers can allow your family and friends to call you for less. For example, if you live in New York City and have family in Miami, you can add a phone number with a Miami area code to your service. Now, when your family calls you, they will be charged the cost of a local call -- even though they are speaking to you in New York!

How do I set up my VoiceLine service?

Once you get your telephone adapter, you’ll be up and running in minutes. Simple installation instructions and a Getting Started Guide are included with your telephone adapter.

What is “broadband”?

A broadband Internet connection is a cable modem, DSL, FiOS or any other high-speed, “always on” connection. If you have a modem in your computer that needs to dial an access number to connect to the Internet, then you do not have a broadband connection.

How fast does my broadband connection need to be?

VoiceLine requires a minimum upload speed of 150kbps and a minimum download speed of 1mbps. Please confirm with your broadband service provider that your connection speeds meet these requirements.

Is there a way to measure the speed of my broadband connection?

You can find out your connection speed using the free online test at VOIP Speed Tester. Please note that this link will open in a new browser window. (If the speed test does not appear on this web page, you may need to update the Java software on your computer. Go to www.java.com for more information.)

Do I use my own phone?

Yes. Plug your phone (cordless or wired) into the telephone adapter, pick up the handset, and dial when you hear the dial tone.

What is a telephone adapter?

A telephone adapter is a device about the same size as an answering machine that allows you to connect your phone to your broadband Internet connection.

I already have a telephone adapter. Can I use it with VoiceLine?

You must use the telephone adapter provided by Net2Phone. This telephone adapter is specially designed to be used with VoiceLine service.

Do I need any additional equipment to start making calls?

No. To use VoiceLine you simply need a broadband Internet connection, a telephone adapter, and a telephone.

Do I need a computer to use VoiceLine?

No. You do not use a computer to make or receive calls with VoiceLine. You will, however, need a computer with Web browser software to use the online account center. (We recommend using Microsoft Internet Explorer version 5.0 or higher.)

What calling features come with VoiceLine?

VoiceLine includes great features such as VoiceMail, call waiting, caller ID, call forwarding, and more -- all at no extra charge. See our Features page for more information.

How do I use the online account center?

Login to the VoiceLine account center with your phone number and the 4-digit PIN you created when you signed up for the service. The online account center contains a summary of your account, recent calls, and recent transactions. You can also listen to your VoiceMail messages, manage your feature settings, and update your account information.

Can I take VoiceLine with me when I travel?

Yes. Your VoiceLine service can travel with you. When someone calls your phone number, your phone simply rings wherever you have your telephone and adapter plugged into a broadband Internet connection -- whether you are home or traveling somewhere else in the world.

If your VoiceLine phone number includes emergency (911) services, please note that you can only access emergency (911) services from the service address you provided when you set up your account. If you move your telephone adapter to another location, you will not be able to access emergency (911) services.

Is 411 service available with VoiceLine?

Yes. Please note that calls to 411 are charged as follows: 99¢ per call plus 10¢ per minute after the first three minutes.

Does VoiceLine support 711 dialing?

VoiceLine customers with speech or hearing disabilities may obtain assistance in placing a call by dialing 711 to connect with a telecommunications relay service (TRS) center. Specially trained Communications Assistants at TRS centers provide confidential assistance to allow persons with a wide range of speech or hearing disabilities to complete calls. Emergency calls should not be placed using 711. All customers, including those with speech or hearing disabilities, must dial 911 for emergency services. This ensures that you will reach the appropriate emergency service agencies dedicated to providing service in your geographic location.

Are emergency (911) services available with VoiceLine?

Yes, you will receive emergency (911) services with VoiceLine. To ensure your complete safety, please be aware of the following information regarding 911 calling with your VoiceLine service:
• The service address registered with Net2Phone must match the physical location of your VoiceLine device: In order to route your emergency calls correctly, we must have the location from where you are making VoiceLine calls on file.
• When connected to a 911 operator, you must state your location: Your service address and phone number may or may not be passed to a 911 dispatcher when your call is connected. For this reason, we encourage all callers to state their location and callback number.
• Your call may not be answered immediately: Due to network congestion and/or a slower call routing time, VoiceLine 911 calls may not be answered as quickly as traditional 911 calls.
• 911 will not work during a power outage or network interruption: Neither VoiceLine nor 911 dialing will work if your power or Internet connection goes out.
• 911 will not work if you call from a location outside of your registered service address: If you move your VoiceLine device to another location, emergency calls will not be routed correctly.

How does VoiceLine's 911 work?

When you sign up for VoiceLine service, you must register the address which corresponds to the physical location of your VoiceLine phone. This will allow us to identify the emergency Public Safety Answering Point (PSAP) in your area and route any emergency call appropriately. (You can not specify a P.O. box.) Because it is not always possible to transmit your location and call back number to the emergency dispatcher who receives your call, we recommend that you immediately state your location once you reach a dispatcher.
Please note: VoiceLine’s 911-type dialing is NOT the same as traditional 911 or E911 dialing, and does not necessarily include all of the capabilities of traditional 911 and E911 dialing.

Will I have access to emergency (911) services if I move my VoiceLine telephone adapter to a new location?

If you move your adapter to a location other than your service address, you will not be able to place emergency calls with VoiceLine. If you permanently relocate your VoiceLine device, you must provide Net2Phone customer service with your new service address so that we may determine the emergency services available in your area.

Will I have access to emergency (911) services in a power outage?

No. VoiceLine 911, and your VoiceLine service, will not work in the event of a power failure or disruption. Your VoiceLine service and 911 dialing will not function until power is fully restored. Service outages or termination of service by the broadband provider to which you connect your VoiceLine device or by Net2Phone will prevent ALL VoiceLine service, including 911 dialing.

What forms of payment does Net2Phone accept?

We accept Visa, MasterCard, and American Express. A credit card is required for all VoiceLine payments.

How am I charged for VoiceLine service?

VoiceLine is a prepaid service, so you will not receive a bill. Your credit card will be automatically charged with the price of your plan on the first day of every monthly cycle. Any out-of-plan calls will be added to the monthly plan charge or charged to your credit card separately. Your first monthly cycle begins when you make or receive your first call.

How do I update my billing information?

If you want to update or change your credit card information, login to the online account center, click the "Edit" link in the box titled "Your Profile," then click the "Billing Information" link.

I received an email notifying me that my credit card payment for VoiceLine was declined. What should I do?

First, please verify that the credit card information we have on file for your account is correct.
1) Go to VoiceLine
2) Login to the account center using your VoiceLine phone number and PIN
3) Click on the "Edit" link in the Profile box and then proceed to review your information and make any necessary updates in the "Billing Information" section.

If your information is already correct, please contact your credit card company to determine why this transaction was declined.
Please note that if we are unable to charge your credit card your VoiceLine account may be deactivated and your telephone number may be disconnected.

How do I contact customer service?

You can reach our customer service team at these phone numbers:
• From your VoiceLine-connected phone: 611
• Toll-free within the U.S.: 1-800-455-4185
• If you are unable to use our toll-free number: 1-801-410-7859