Support and FAQs
- Residential and Small Business - FAQ
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How much is VoiceLine service?
You pay only $24.99 a month for unlimited local and long distance calling anywhere within the U.S., Canada and Puerto Rico. Limited Plans will state the total account of free outgoing minutes anwhere within US, Canada & Puerto Rico, after free mins deplete, you can purchase additional funds and pay per a minute after. 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 This Voice Service. That’s a savings of $30 compared to other service providers.
Do I need to sign a contract for this Voice service?
No. AtlanticTalk does not require an annual contract. If you cancel before 1 year of active service on the $24.99 plan you are requried to ship back the device, or a Limited plan you required to ship back device at cancellation, Failure to ship device back to AtlanticTalk will result in a $39.99 charge.
Are there any additional fees?
No. AtlanticTalk pays any additional fees for you.
What happens when I make calls to countries not included in my plan?
To make calls yo other countries you are required to pay a $25 extra fund charge to your account and the balance rolls over from month to month for an active service.
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?
Yes. When you sign up, you have the option to transfer your current phone number.
Can I add an additional phone number to my Voice 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 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 Voice 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?
Voice 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 AtlanticTalk?
You must use the telephone adapter provided by AtlanticTalk. This telephone adapter is specially designed to be used with our service. Hosted-PBX require a different hardware you can source yourself.
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 this Voice Service?
No. You do not use a computer to make or receive calls with Atlantictalk. 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 this service?
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 this adaptor with me when I travel?
Yes. Your adaptor 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 AtlanticTalk 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.
Are emergency (911) services available with AtlanticTalk/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 AtlanticTalk/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 do we accept?
We accept Visa, MasterCard, and Paypal.
How am I charged for for this service?
It 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.
How do I contact customer service?
You can reach our customer service team at these phone numbers:
• Toll-free within the U.S.: 1-866-210-1236
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How much is Mobile service cost?
You can purchase an account starting from USD$10 or any value offered from our site or your custom amount. Your Mobile account is Prepaid buy as you need. Or submit your credit card and we top up it automatically when it runs low.
Is there an activation fee?
No.
Do I need to sign a contract for this Voice service?
No.
Are there any additional fees?
No.
What Androids do you support?
Android operating systems version 1.5 and above
What Apple products do you support?
iPhones with iOS version 3.1.3 and above
Does Mobitalker work on the iPad?
Yes. Mobitalker will work with the VoIP over 3G/WiFi option.
Are software upgrades performed automatically or do I have to perform them manually?
You will need to check for Mobitalker updates in the respective market stores and update accordingly.
What countries can I use this service in?
Any country! Mobitalker supports different call types so that you can make low cost International calls from anywhere in the world.
What is Call-through?
Call-through is a call method where a local access number is called using the Mobitalker app. The call is then connected to your international destination. Your mobile provider charges you only for a regular local call and the airtime minutes. Call-through is not available in all areas.
Why isn't Call-through offered in my country?
If we do not have local access numbers for your country, Call-through will not be offered. You can still use VoIP over 3G/WiFi or the Ringback option.
What is a Call-through Region?
A Call-through Region is the current region that you are currently closest to. By selecting the proper region, Mobitalker will know which local number to assign you and dial when using the Call-through option.
What is Ringback?
Ringback is a call method where Mobitalker will call your mobile phone. When the call is answered, Mobitalker will automatically connect you to your international destination. Your mobile provider charges you for a local inbound call, which may be FREE in many instances. You may also be charged for incoming call charges, if applicable.
How do I disable the Ringback option?
Uncheck the Ringback option from Settings.
Can the VoIP call option sometimes have poor voice quality?
VoIP call quality is dependent on the internet connection strength on your phone (whether connected to data over mobile carrier's 3G network or connected to WiFi). Some carriers can have poor 3G connectivity which can take a toll on the VoIP call quality and hence we strongly recommend to make VoIP calls when connected to WiFi for good VoIP call quality. If the call quality is still poor, use one of the other available call options.
How do I see my call history?
For the iPhone, select "Recent Calls". For all other mobile OS, select "Call Log".
Where do I go to manage the settings?
Android: Menu > Settings. Symbian: Options > Settings. iPhone: Settings
How do I contact customer service?
You can reach our customer service team at these phone numbers:
• Toll-free within the U.S.: 1-866-210-1236
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