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FREQUENTLY ASKED QUESTIONS
Select a topic:
GENERAL PRODUCT QUESTIONS
To see a full list of FAQs, please log on to your Personal Account Manager and click on the Help section.
With VoiceWing service, can I talk on the phone and use my computer at the same time?
Yes, your VoiceWing service will work even if you are simultaneously accessing the Internet, sending files or instant messaging over the same broadband connection with your computer. Use of data services at the same time as the use of VoiceWing may affect sound quality.
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Can I access my Personal Account Manager from any computer?
Your Personal Account Manager can be accessed from any computer with an Internet connection. For optimal connection to your Personal Account Manager, your computer should meet the following system requirements. (Please note that Macintosh users may not be able to utilize all of the Personal Account Manager functionality.)
PC System Requirements
- Browser — Internet Explorer ® 5.5 or above; Netscape ® 7.1 or greater
- Operating system — Microsoft ® Windows NT ® ; Windows ® 98, 2000, XP Pro, XP Home, and NT 4.0 SP6
- Processor speed — Pentium ®
- Processor P111 450 MHz
- RAM — 128 MB or higher
- Plug-ins — Macromedia Flash Plugin ® 7.0
- Screen resolution — 800 x 600 or greater
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How do I access my VoiceWing account when I’m traveling away from home?
By using the VoiceWing Voice Portal, you can check Voice Mail left on your VoiceWing phone from anywhere in the world. Or, check your Personal Account Manager from any computer to review your Voice Mail messages, review call activity in the Call Logs, check your Personal Address Book, or activate features like Call Forwarding and Schedule Call Back.
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How do I take my VoiceWing service with me, if I move to a new address?
You can take your VoiceWing service with you as long as a DSL, cable or Verizon Fios Internet service connection is available. Whenever you move, or access VoiceWing from a different location, it is important to update your Service Address with VoiceWing through your Personal Account Manager at www.verizon.com/voicewing. This will ensure that VoiceWing properly routes your 9-1-1 Call to the appropriate Emergency Response center.
NOTE: It may take up to five days for new addresses to be registered in our Emergency Response databases . Please follow these steps:
- You must update your Service Address in your Personal Account Manager. The Limited Emergency Response Service will not route your emergency calls to the correct local emergency service provider unless you have registered your new physical location. The registration process may take up to five days.
- Make sure you have a DSL, cable or Verizon Fios Internet connection in your new home.
- Once you have moved into your new home, simply reconnect your telephone adapter. For further instructions, please refer to your installation guide.
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How does VoiceWing’s 911 Emergency Response Service work?
When you sign up for VoiceWing service, you must provide a service address where you will use the service. Based on that service address, we will determine the emergency response center that supports that location. When you dial 911 from that service address, we will route your call to the appropriate emergency response center. Depending on the service address, VoiceWing will provide you either E911 service or Basic 911 service. Because we will route 911 calls based on service address, it is imperative that you provide us with accurate information when you use your VoiceWing service from a new location.
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CALLING FEATURES
Can I temporarily block my VoiceWing main displayed on Caller ID?
Yes. Dialing * 67 before making a call will block your Caller ID to the party being called. This task must be repeated at the beginning of each call for the Caller ID to be blocked.
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How do I send a fax using my VoiceWing service?
You can send and receive a fax using your VoiceWing Linksys PAP2 Phone Adapter. Disconnect your phone from the “Phone 1” port on your adapter and connect the fax machine to that “Phone 1” port. Reboot your VoiceWing adapter (unplug and re-plug the AC power adapter), turn on the fax machine, and now you are ready to send and receive faxes as you normally would. Your VoiceWing number is your fax number.
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BILLING AND PAYMENT
How is VoiceWing service billed?
A monthly fee for the VoiceWing Calling Plan, including the standard set of features, is billed one month in advance on a credit card. Additional features not included in the monthly fee, like International Calling and Directory Assistance calls, are deducted from your Extra Services Account.
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OPTIONAL FEATURES
What is an Alternate Telephone Number?
A VoiceWing Alternate Telephone Number is a telephone number that acts as a second phone number for incoming calls only. You can choose up to five Alternate Telephone Numbers from any of the VoiceWing-available area codes. Not all area codes are available. Alternate Telephone Numbers can only be used for incoming calls to your main VoiceWing telephone number. So, someone located in the same local calling area as your Alternate Number will only pay for a local call when calling your Alternate Telephone Number. VoiceWing Alternate Telephone Numbers cost $9.95 each per month.
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What taxes and surcharges are applied to my VoiceWing bill?
Every VoiceWing customer will be charged applicable Federal, State and Local taxes, fees, surcharges or other charges associated with using VoiceWing. See Terms and Conditions for more information.
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How can I claim tax-exempt status?
Contact VoiceWing Customer Service at 1-800-505-6495 to determine if you are eligible. You will be asked to provide a copy of your tax-exempt certificate to VoiceWing Customer Service.
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EXTRA SERVICES ACCOUNT
What is the Extra Services Account?
The Extra Services Account is similar to a pre-paid debit account in which a certain dollar amount is set aside to cover any charges on your VoiceWing account that are not covered in the monthly fee, such as International Calling and Directory Assistance calls. Charges are automatically deducted from your Extra Services Account as optional services are used. Once the balance reaches $2.50, the account is automatically replenished with a $15 charge to your credit card, or whatever re-charge amount over $15 you have selected from your Personal Account Manager.
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How do I add funds to my Extra Services Account?
Funds are automatically added to your Extra Services Account once the balance reaches $2.50. You can change the replenishment amount for your VoiceWing Service by signing in to your Personal Account Manager, clicking “My Account” and then clicking “Change Re-charge Amount.”
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UPDATE YOUR ACCOUNT PROFILE
How do I change my VoiceWing telephone number and area code?
To change your VoiceWing main telephone number and area code, call VoiceWing Customer Service at 1-800-505-6495.
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How does my Extra Services Account get replenished?
When the balance in your Extra Services Account reaches $2.50, it will automatically be replenished by a default amount of $15. This automatic re-charge is applied directly to your credit card. If you want, you can change the replenish amount to another amount. Simply sign in to your Personal Account Manager and make the change in My Account.
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Can I add funds to my Extra Services Account without a credit card?
No, funds can only be added to the Extra Services Account with a credit card.
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How can I check the balance of my Extra Services Account?
Sign in to your VoiceWing Personal Account Manager, and click “My Account” to review all current and past billing activity for your Extra Services Account.
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How do I order multiple VoiceWing phone numbers?
VoiceWing allows only one main telephone number for every VoiceWing account, and up to five Alternate Telephone Numbers per account. You can order Alternate Telephone Numbers directly from your Personal Account Manager, or by calling VoiceWing Customer Service at 1-800-505-6495.
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If the Area Code I select for VoiceWing is different from my home number area code, will I pay long distance charges for calls placed from my VoiceWing phone? Will people calling me be charged long distance charges?
All local and domestic long distance calls are unlimited with VoiceWing Unlimited. VoiceWing 500 includes 500 outbound minutes only. So, no matter where you call — down the street, or across the country — all of your normal residential calls are included in the VoiceWing Unlimited plan and 500 outbound minutes are included in the VoiceWing 500 plan.
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Can I use my own equipment from another service provider, like an adapter, router or IP phone, for my VoiceWing service?
Only a VoiceWing Adapter can be used with the VoiceWing service. Routers from several manufacturers can be used with VoiceWing service. We currently do not support IP phones.
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What can I do if I forgot my VoiceWing User ID?
Go to www.verizon.com/voicewing and click on “Forgot Your User ID?” in the existing VoiceWing customers’ section. For your protection, you will then your User ID and main VoiceWing telephone number will be displayed on the screen. In order to maintain the security of your VoiceWing service, you should ensure you safeguard all VoiceWing User IDs and Passwords, as well as the MAC address of your Adapter. This MAC address is one of the pieces of information used by VoiceWing to authenticate customer calls and should not be shared.
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What can I do if I forgot my VoiceWing Password?
Go to www.verizon.com/voicewing and click on “Forgot Your Password?” in the existing VoiceWing customers’ section. You will need to reset your Password and confirm the new Password. The change takes effect immediately so you can log in to your Personal Account Manager. In order to maintain the security of your VoiceWing service, you should ensure you safeguard all VoiceWing User IDs and Passwords, as well as the MAC address of your Adapter. This MAC address is one of the pieces of information used by VoiceWing to authenticate customer calls and should not be shared.
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How can I change my VoiceWing Password?
Go to www.verizon.com/voicewing and click on “Forgot Your Password?” in the existing VoiceWing customers’ section. You can reset your Password and confirm the new Password. The change takes effect immediately, so you can log in to your Personal Account Manager. In order to maintain the security of your VoiceWing service, you should ensure you safeguard all VoiceWing User IDs and Passwords, as well as the MAC address of your Adapter. This MAC address is one of the pieces of information used by VoiceWing to authenticate customer calls and should not be shared.
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TRANSFER YOUR NUMBER
How do I start the process of transferring my current phone number to VoiceWing Broadband Phone Service?
After your service is established, contact VoiceWing Customer Service at1-800-505-6495. The transfer process normally takes 14 days to complete, once the Letter of Authorization has been submitted.
- Customer Service will qualify your number to ensure your number is eligible for transfer. If your number cannot be transferred to VoiceWing, Customer Service will notify you via e-mail that the transfer request cannot be met.
- Customer Service will direct you to your Personal Account Manager to complete the Letter of Authorization. Please remember to print a copy of the form prior to clicking the submit button.
- Customer Service will e-mail you with your transfer due date. If your order is delayed, you will be notified via e-mail of the new due date. Customer Service will e-mail you when your transfer is complete.
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Do I need to call my local phone company to cancel my current telephone number or inform them of the transfer?
No. The transfer of your phone number from your local phone company to VoiceWing Broadband Phone Service will automatically disconnect your local phone service. Please do not call your local phone company to cancel your telephone number. If you do so, this will prevent us from being able to process your transfer.
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How do I transfer my current telephone number for use with my VoiceWing Broadband Phone Service?
In certain cases, phone numbers from other local providers can be transferred to Verizon VoiceWing service. However, please note that there are certain numbers that cannot be transferred, including all wireless numbers.
Please make note of the following circumstances:
- If you decide to transfer your DSL number, you will no longer have access to traditional dial-tone, including 911 services.
- Wireless phone numbers cannot currently be transferred.
- For lines that are blocked, please call your current provider to unblock the line or to verify that no blocks exist on the line.
- Phone numbers that are not in the same local calling area as other VoiceWing service phone numbers cannot be transferred. If you are interested in transferring your existing phone number for use on your VoiceWing Service, please contact VoiceWing Customer Service to verify that your number can be ported
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Will I need to purchase any additional equipment to use VoiceWing service?
If you do not already have a router, you will need to purchase a router to use with your VoiceWing service.
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GENERAL QUESTIONS
If I lose power, will I still be able to use my VoiceWing service?
No. A power or broadband service outage will prevent ALL service from working, including Limited Emergency Response Service. VoiceWing service and Limited Emergency Response Service will not function until power is restored. However, you have the option of selecting a backup phone number in case of an outage of your broadband connection or a power outage. This backup phone number allows you to forward calls to a cell phone or another number during a power outage. You must register your correct service address for the Limited Emergency Response Service.
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Why can’t I surf the Web and place calls from my VoiceWing phone at the same time?
After checking that the green light on your VoiceWing adapter is “on,” consider rebooting your computer to ensure that your broadband connection is properly installed. If you still cannot access the Web, call your broadband provider for technical assistance.
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What if my broadband service is down?
If your broadband service is down, your VoiceWing service will not work. Call your broadband ISP service provider directly for customer support on your broadband connection. Verizon does not take responsibility for telephone service interruptions due to problems with the underlying broadband ISP provider.
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What if I have no dial tone on my VoiceWing phone? Follow these steps:
- Check to ensure that you have installed your adapter properly. Repeat the steps in the VoiceWing Broadband Phone Service Installation Guide that came with your installation kit.
- Make sure that you have an active broadband connection. If not, please contact your Internet Service provider.
- Make sure you have a router, as it is required for your VoiceWing service to work properly.
- Check to ensure your router is connected and you can access the Internet. If not, please contact your router’s manufacturer directly for assistance.
- To select a router model number, go to your Personal Account Manager, and select Help at the very top of the page. Then, on the far left of the page, scroll down under Frequently Asked Questions, find Troubleshooting, then select Equipment. After selection, a list of the most common routers will appear for you to view. If your router’s model does not appear on the list, then you will need to log on your router’s manufacturer’s Web site for information. Contact VoiceWing Customer Service at 1-800-505-6495.
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Why is my VoiceWing phone not ringing?
If your VoiceWing phone is not ringing when there is an incoming call, check the actual phone to ensure that the ringer is on at an appropriate level. Confirm that your broadband connection is operational. Verify that Call Forwarding is not enabled to forward all calls by going to the Personal Account Manager Home Page. Call VoiceWing Customer Service at 1-800-505-6495 for more information.
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Why do I need a router?
A router will be needed if the Broadband or DSL connection is shared between your computer and your telephone. A router is not necessary if your broadband connection will not be shared with a computer, but used only for VoiceWing service.
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INSTALLATION
How do I install the provided adapter?
First, go to verizon.com/voicewing and log in to your Personal Account Manager with your User ID and Password. A Start-Up Wizard will guide you through the steps of the simple installation. Also, you can refer to the VoiceWing Broadband Phone Service Installation Guide instructions that came with your installation kit. Customer Service at 1-800-505-6495 if you need additional assistance.
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How do I use my VoiceWing service with my Westell 2200 modem?
If you have a Westell 2200, you will need to put it into bridge mode. Contact Verizon Online DSL technical support or your ISP technical support for instructions on how to set the modem into bridge mode. You can also contact VoiceWing Customer Service at 1-800-505-6495.
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Will VoiceWing work with my wireless home network?
Yes, if using a router. VoiceWing is compatible with most home networking systems available at retail stores.
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Will I need to purchase any additional equipment to use VoiceWing service?
If you do not already have a modem, you will need to purchase a router to use with your VoiceWing service.
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How can I use my VoiceWing service with an integrated modem/router/access point
(i.e.,Westell VersaLink)?
VoiceWing service will work behind any home router; connecting the ATA into one of the free LAN ports on a Westell VersaLink or other router will junction perfectly. Please see the list of routers your VoiceWing service is compatible with under the equipment section, or you can call VoiceWing Customer Service at 1-800-505-6495 for assistance.
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Do I need to use DSL filters with my VoiceWing equipment or the phones connected to the VoiceWing equipment?
No, it’s not necessary to use any DSL filters with your VoiceWing service.
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Will VoiceWing service work on every phone jack in my house?
No, VoiceWing does not use traditional phone jacks. It only works directly with the VoiceWing adapter and with a DSL, cable modem or Verizon FiOS Internet. To use more than one phone with your VoiceWing service, we recommend using an expandable cordless phone system. You can purchase one from Verizon at www.verizon.com/voicewing/gear or at a local retailer.
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How can I get VoiceWing service on multiple phones in my home?
To use more than one phone for your VoiceWing service, we recommend using a cordless phone system with more than one handset. You can purchase one from Verizon at www.verizon.com/voicewing/gear or at a local retailer. Then, connect the main base station to your VoiceWing adapter and use the cordless handsets in different locations.
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What if I received the wrong equipment in my installation kit?
Contact VoiceWing Customer Service at 1-800-505-6495.
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