Frequently Asked Questions - Phone

How do I configure settings for my phone service?
Answer: 

There are several settings for your phone account that you and manage yourself, call blocking, call forwarding, number of rings before going to voice mail, etc.. All of these settings are in our phone portal, just login with the information given to you at install and you can check email and configure all of the settings you wish. We have selected the most common options for you already, so you don't HAVE to edit these —its only if you want custom settings.

All of a sudden, I am unable to make an international call, is there a limit on international calls?
Answer: 

To protect customers from large-scale fraud, instances and charges, there is a fraud protection script in place.  The script monitors all international long-distance calls – if five or more calls are attempted in a five-minute interval the script will shut down international calling for that user until the call  information can be verified.  The frequency can be increased for users who make more international call attempts than a typical user.  Also some countries are considered “high-fraud” areas and are blocked unless specifically requested by the customer.

Can I change my password or username for the phone account web site login?
Answer: 

Your password can be changed on the Profile page when you log in to the phone account web site.  Forgotten passwords can be emailed to you if you entered a Password Recovery email address on that same Profile page. Contact us to change your username.  Note: Stored voicemails will be lost when your username is reset.

My phone service is not working. What should I check?
Answer: 

Phone service is dependent upon a strong Internet connection. Check your telephony modem for an online light and see if you can get online with the computer. Some incoming and outgoing calls can be prohibited by the use of Advanced Features, such as Do Not Disturb and Anonymous Call Rejection. Ensure all features are properly set if you are having problems with incoming or outgoing calls.

What is the cause of choppy calls and is there anything that can be done to fix this?
Answer: 

Choppy calls are usually caused by high latency or packet loss.  These symptoms can be caused by ISP problems, outside/inside wiring problems or heavy bandwidth usage (i.e., online gaming or file sharing).  Your ISP can determine if there are any line or device problems by checking the signal to the EMTA device and suggesting an Internet speed test.-Cordless phones can also be a source of choppy calls. Try using another phone.-Static on the line can be caused by a loose plug, so check all your phones, cords and jacks.-Dropped calls are often the result of an interruption to your Internet connection or ISP problems.

Can calls be erased from the call log?
Answer: 

No, calls are archived for three months.

If I add someone to my call block list, what will the blocked caller hear when they call me?
Answer: 

The caller will hear a message stating “the party you are trying to reach is not accepting calls at this time” when your number is dialed.

What is the maximum length of a voicemail message?
Answer: 

The voice mailbox allows up to a total of 10 minutes of voice messages. Once the mailbox gets to 10 minutes, all new messages will be blocked.

Will my phones work while I'm on the Internet?
Answer: 

Yes. Voice over Broadband calls are always given first priority over Internet browsing or downloads. What's more, BELD Broadband Digital Phone customers get an extra 128 Kbps upstream speed from their BELD.net connection.

Will my phone work if my computer is down?
Answer: 

Yes. As long as your BELD Broadband connection is powered on and active, your BELD Phone service will work.

Will my freeze alarm work with BELD Broadband's phone service?
Answer: 

There are several compatibility issues between freeze alarms and Voice over Internet Protocol (VoIP) service. Many alarm dialers are designed to operate over an analog phone line. Transmitting alarm calls over a VOIP line requires the information to be converted to digital and then back to analog, during which problems can occur. Second, a VoIP line runs on power to the house. Unless you have an uninterruptable backup power supply, your alarm dialer will be unable to make any calls if the power is out at the home. And finally, VoIP services tend to be prone to technical issues and dropped calls. As a result, we don't recommend customers with freeze alarms use BELD Broadband's phone service.

Will I need to purchase additional equipment to use BELD Broadband Phone?
Answer: 

A digital phone adapter is required in order to use BELD Broadband Phone. These adapters are available either for purchase or lease.

Will BELD Broadband Phone work with security systems that run through the phone line?
Answer: 

Phone customers can have these types of security systems, but BELD Broadband does not support them or any other device used in conjunction with our service.

Why do my collect calls always fail?
Answer: 

BELD Broadband's phone provider does not support Third Party Billing (i.e. collect calls).

What is Voice over Broadband?
Answer: 

Voice over broadband (also called Voice over Internet Protocol, or VoIP) is a telephony technology that uses the Internet to carry phone signals. VoIP brings phone and data technologies together with new features and capabilities, such as the ability to automatically forward voicemail via email.

What is a "MOS score"?
Answer: 

The MOS, or Mean Opinion Score, is a numeric measure of the sound quality at the receiving end of a communication circuit. The score is normally between 1 and 5 with 5 being the best. BELD Broadband's MOS score is 4.3.

What is "latency"?
Answer: 

When speaking of digital phone, latency is the time it takes a spoken word to reach its destination. Cordless and inexpensive phones seem to increase latency.

Sometimes when I hang up my phone at the end of a call, it immediately rings again. What's happening?
Answer: 

Your home may have a wiring issue, or you may have too many phones with a high Ring Equivalency Number (REN). This number represents the "load" that a phone places on the line. Old phones have high RENs and new phones have low RENs. If the total RENs for the phones attached to an EMTA is too high, the adapter will not be able to support the phones. You can find the REN value on the bottom of your phone. To determine if your phone is ringing back due to a high REN total, eliminate one phone and see if the issue persists.

Is there any brand of phone that will not work with BELD Broadband Phone?
Answer: 

Some customers have reported issues with older-model Panasonic phones. Also, there have been reports that the touch-tone feature on VTech brand phones does not work properly (when trying to access voicemail, for example).

If I am soft disconnected for nonpayment will the 911 feature still work on BELD Broadband's Phone service?
Answer: 

Yes, you will still be able to dial 911 and the BELD Broadband office even if you have been soft disconnected for nonpayment.   When you dial 911, you will reach an appropriate emergency call center.

I use pre-paid phone cards now. Is BELD Broadband's Phone service any better?
Answer: 

Pre-paid calling cards use unreliable "grey routes" instead of tier 1 routes. These grey routes have a limited number of trunks, causing calls to ring busy instead of patching through. In addition, these cards often charge connection fees, and some make you use the entire amount on the card at one time. As a result, you end up spending more than you had anticipated.

How many lines in a home can the BELD Broadband EMTA handle?
Answer: 

BELD Broadband's EMTA can handle up to four lines.

How long does it take for installation?
Answer: 

Programming BELD Broadband Phone is done off-premises and the physical installation takes very little time. The only delay is in retaining your existing phone number. Porting over your number usually takes about 10 business days. If you are obtaining a new phone number, there is no delay.

How good is the sound quality of BELD Broadband Phone?
Answer: 

You may not be able to hear any difference between BELD Broadband Phone service and your traditional phone service. Voice over broadband technology is stable, reliable and vastly more economical than traditional phone technology, and because your calls travel over BELD's dependable network, you can rest assured they'll receive the same attention as your Internet communications. Many long-distance providers already convert their calls to voice over broadband for cost savings, so it's likely you've already experienced this technology without realizing it.

How does voice over broadband work?
Answer: 

Using voice over broadband, phone calls are passed over the BELD Broadband network to an Internet Protocol (IP) phone switch, and then to the Public Switched Telephone Network (PSTN). The basic call itself is broken down into digital packets for transmission and put back together at the other end. Management of this transmission and timing for arrival of the packets and reassembly is the key to successful voice over broadband. Compression and transmission techniques and the continual increase in bandwidth are rapidly removing quality as an issue for Voice over Broadband calls.

How do I move my phone number from my current phone service provider to BELD Broadband?
Answer: 

A BELD Broadband Customer Service rep will fax a Letter of Authorization (LOA) with your signature to a third-party that handles the porting (moving) of the phone number. Alternatively, you may choose third-party verification. While you are on the phone with the CSR placing your order, you will be asked to confirm your phone number, name and address to authorize the release of the number.

Can I call a 900 number using BELD Broadband Phone?
Answer: 

No, the 900 number feature has been disabled.

Can BELD Broadband's Phone service handle faxes?
Answer: 

Yes, although there is not a distinctive ring feature for incoming faxes. You may need to disable any auto-correct fax machine settings when using a fax machine on a VOIP line.

Can anyone is my household sign the Letter of Authorization (LOA) form to port our phone number?
Answer: 

The LOA must have the account holder's signature.

Can a router be used with the EMTA (Internet and phone service)?
Answer: 

Yes. You set up a router on an EMTA the same way you would on your cable modem.