RESIDENTIAL FAQ

GENERAL AND MOST FREQUENTLY ASKED QUESTIONS

How do I sign up to any VoIP Consulting Group services?
Signing up for our services is easy and available in several ways. For Internet products, you can subscribe online once the availability verification process is completed. Alternatively, you can complete the order form and an agent will contact you within 48 business hours or you can contact our Customer Service directly. For online subscriptions, you will need to make your first payment either by credit card via your bank account. For subscriptions by phone, you will need to set the first payment either by credit card during your phone conversation or by money order attached to your signed purchase order. The first payment includes an activation fee and covers the initial service period.

Do I have to sign a contract for a fixed term when I subscribe to any VoIP Consulting Group services?
No. All VoIP Consulting Group services are offered on a no term contract, giving you more flexibility. Since our plans are payable one month in advance, please advise us 30 days beforehand if you would like to cancel your service.

Does VoIP Consulting Group charge any termination fees when cancelling services?
No. As all VoIP Consulting Group services are offered on a no term contract, there are no termination fees as long as rental equipment is returned in good condition.

What methods of payment are available?
For most of our services, we collect by pre-authorized withdrawals. This means that the amount is deducted from your bank account or from your credit card on a monthly basis. Pre-authorized debiting allows us to keep your rates lower and eliminates the hassle of paying by cheque. Other methods of payment may be available for certain services such as a 6 to 12 months invoicing on flat rate services.

Will I receive an invoice each month?
You will only receive an invoice if you’re on per minute Long Distance plan, accept collect calls or surpass your download limit depending on your Internet plan. Otherwise, you won’t need to receive an invoice as your monthly payments will stay the same.

When does pre-authorized debit payment happen?
VoIP Consulting Group customers in Ontario, Alberta and British-Columbia are automatically debited on the 4th of each month while customers in Quebec are debited on the 15th of each month.

How can I update my credit card or banking information for pre-authorized debits?
You can call our office and update the information over the phone with one of our agents. We may require that you send in further documentation. Please note that we may require you send a specimen either by mail or by fax to validate the information.

How long will it take for my high-speed Internet connection to be installed?
The typical activation time for our Internet services is 10-20 business days after we receive your initial payment.

How long will it take for my Home Phone service to be installed?
The typical activation time for our Home Phone service can take up to 5 business days after we receive your initial payment. As soon as you’ve received your equipment, you will be able to start using your phone.

What are the different types of home phone service available through VoIP Consulting Group?
VoIP Consulting Group offers 3 types of residential home phone services.
-The Basic Home Phone with no options
-The Complete Home Phone includes 8 popular calling features:

  • Call Display
  • Call Forwarding
  • Caller ID Block
  • Call Waiting
  • Visual Call Waiting
  • Speed Dialling
  • Voice Mail
  • 3 Way Calling
- The Complete Home Phone Canada includes the 8 popular calling features as well as Unlimited calls to Canada.

How long will it take to activate my VoIP Consulting Group Long Distance plan?
The service will be activated within 24 hours of receiving your request. However, the activation of the Equal Access service option can take up to 5 working days.

How do I contact VoIP Consulting Group Technical Support?
You can dial 6-1-1 from your VoIP Consulting Group Home Phone service or the toll-free number from our Contact Us page.

Is there something wrong with my Internet if I’m having problems playing Xbox/PS3 and I keep getting disconnected?
These disconnects are caused by the VoIP Gateway not properly recognizing that the Xbox Live or PlayStation network connections are still active and disconnecting them. This is easily rectified by turning on DMZ in your VoIP Gateway or router. This setting is able to resolve the majority of issues with frequent in-game disconnects for Xbox360 and PS3. If you are using a router, configuring the DMZ to point to the router's IP address usually resolves these issues, otherwise point it at the console's IP address. For help configuring your VoIP Consulting Group equipment with DMZ, please do not hesitate to contact us. For help configuring your wireless router or console, please contact your manufacturer’s support team.
ROUTER SUPPORT:
D-Link : 1-800-361-5265
Linksys : 1-800-326-7114
NetGear : 1-888-638-4327
Belkin : 1-800-223-5546
AirLink : 1-888-746-3238
SMC : 1-800-762-4968
TrendNet : 1-866-845-3673
TP-Link : 1 866-225-8139
Cisco : 1-800-553-6387
Apple Airport : 1-800-263-3394
Dynex : 1-800-305-2204
Ultra Speed : 1-800-255-8048
If your manufacturer is not listed, please refer to your router’s documentation.
CONSOLE SUPPORT:
PlayStation: 1-800-345-SONY
XBOX: 1-800-4MY-XBOX

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PHONE SERVICE FAQ

How does the VoIP Consulting Group’s Home Phone service work?
VoIP Consulting Group’s Home Phone service uses your high-speed Internet connection to deliver your phone service. As you would with a traditional telephone network, you can call anyone who has a conventional phone service, an Internet-based phone service line, or a cellular phone.

Do I need a specific telephone to use VoIP Consulting Group Home Phone service?
You need a touch tone phone to use this service.

Can I use my own jacks to connect my phone?
You will have to use the single jack we provide you to connect your phone and your Internet. Since our phone service uses the Internet, you will need to connect your primary phone to the voice gateway that will be provided to you. If you wish to have more than one phone device available, we recommend the acquisition of Multi handset Cordless phones, which can accommodate up to 5 telephone devices per single phone jack, depending on the model you choose.

Does my computer have to be on for me to make calls?
No. Only your modem and the VoIP Consulting Group adapter must be on to make or receive calls, VoIP Consulting Group’s Home Phone service doesn’t use your computer.

How do I access my voicemail?
To access your voicemail from your VoIP Consulting Group Home Phone, dial *98 followed by your PIN (which is, by default, your 7-digit account number) and the # key. If your account number is less than 7 digits, then simply add zeros in front for a total of 7 digits.

Can I keep my current phone number?
Yes, you may be able to keep your current telephone number. Please contact us to verify the service availability in your area.

Can I take my VoIP Consulting Group Home Phone service with me when I travel?
Yes. As long as you have access to high-speed Internet, you will be able to use your service. It is recommended that you first check the domestic laws of the country you are visiting to make sure that using Voice over Internet Protocol (VoIP) technology does not violate any regulations. Secondly, please contact VoIP Consulting Group's Technical Support prior to your departure as your equipment may need to be configured.

Can I speak on the phone and use the Internet at the same time?
Yes! You will be able to use your service without restrictions to make or receive calls while you are enjoying surfing the Web.

Does VoIP Consulting Group offer a 7-1-1 service for hearing and speech impaired people?
Message Relay Service (7-1-1) is available to VoIP Consulting Group Home Phone customers. Please call us for more details.

Are 9-1-1 Emergency Services available with the VoIP Consulting Group Home Phone service?
Yes, the VoIP Consulting Group Home Phone service provides access to 9-1-1 Emergency.
There are some differences between the 9-1-1 service dialled from your new VoIP Consulting Group Home Phone service and the traditional 9-1-1 service. When you dial 9-1-1 from your VoIP Consulting Group Home Phone service, our emergency service operator will answer your call. Our operator will verify that you are still located at the address you have registered with VoIP Consulting Group.
If you are still at this location, our operator will transfer your call to the appropriate emergency agency. If you have moved your VoIP Consulting Group Home Phone service equipment, you will need to provide our operator with your current location. They will determine the appropriate emergency agency and then transfer your call accordingly.
If you will be away from the service location that you registered with VoIP Consulting Group for an extended period of time and you will be taking your VoIP Consulting Group Home Phone service with you, we recommend that you update your user profile to ensure that the appropriate address is on file in the event of a 9-1-1 emergency call. This process may take up to 5 business days. Please contact one of our customer service agents to make any changes to your 9-1-1 profile.
Please note that there may be an additional delay to transfer your emergency service call to areas not served by traditional 9-1-1.
If you dial 9-1-1 when you are outside of Canada or of the United States, our emergency service operator will advise you to hang up and find a local phone and dial the appropriate emergency number (it may not be 9-1-1).
WARNING: Power disruptions or failures, Internet Service Provider (ISP) outages or unavailability and tampering with equipment will also prevent dialling to emergency service numbers including 9-1-1.

Will my VoIP Consulting Group Home Phone service work if the power goes out?
No. Unless you have a back-up power source in place, your modem, router, home network and Internet Voice Gateway will not work in the event of a power outage.

What kind of Internet connection do I need to use the VoIP Consulting Group Home Phone service?
We recommend that your high-speed Internet connection have a minimum speed of 2 Mbps to ensure the quality of your Home Phone service.

Can I send a fax over the VoIP Consulting Group Home Phone service?
Yes! The service will work with all types of Cable, DSL or FTTN high speed Internet. Please ensure that the connection is stable before sending a fax, in order to ensure its transmission.

What is included in the VoIP Consulting Group Home Phone service starter kit?
The material included in your kit varies depending on the type of service you selected.

Does the VoIP Consulting Group Home Phone service work with a wireless Internet connection?
No, you must connect the Internet Voice Gateway to your high-speed modem with a network cable in order for the service to function correctly.

Can I have more than one phone number with VoIP Consulting Group in the same house?
Yes, you can have two phone numbers but you’ll have to pay for each line you have.

Can I change my phone number?
Yes, but there’s a 25$ charge if you decide to change your phone number.

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LONG DISTANCE PLANS FAQ

How long will it take to activate my VoIP Consulting Group Long Distance plan?
The service will be activated within 24 hours of receiving your request. However, the activation of the Equal Access service option can take up to 7 business days.

What are VoIP Consulting Group Access Codes?
Access Codes are 10-digit telephone numbers that must be dialled before the long distance number that you want to call. The access code provides access to the VoIP Consulting Group network so that you can enjoy our low rates.

What access number should I be dialling to use my VoIP Consulting Group service?

Can I make a long distance call without dialling an access number?
Yes, we offer an Equal Access service which allows you to simply dial 1 followed by the area code and number you wish to dial.
NOTE: This service is only available to customers with Bell land lines. If you have a VoIP Consulting Group Home Phone, Equal Access is included free of charge.

Are there times when the service is limited?
No, our long distance plans are in effect at all times.

What calls are considered as local and what calls are considered as long distance?
We use the same local calling areas as elsewhere in the industry. To find out whether a call is local or long distance, go to http://www.localcallingguide.com/.

Are certain areas in Canada or the US excluded from the Canada/US Long Distance plan?
No, both countries are completely covered, including Hawaii, Alaska, Yukon, Nunavut and the Northwest Territories.

Are unused Cosmo plan minutes transferable from one month to another?
No, minutes are reset on the first day of each month and/or the fifteen of the month in Quebec.

What happens when I use up my entire Cosmo plan minutes allocated for one month?
Additional minutes will be billed at a rate of only 3.5 ¢ a minute.

Am I required to make any arrangements with my current long distance carrier when I sign up for VoIP Consulting Group services?
No, our services can be used in conjunction with other long distance services. When you dial your local VoIP Consulting Group access number, you are choosing to place a call on our network. Other long distance providers have various fees associated with their long distance plans (such as monthly minimums or network fees). You may wish to review your long distance bill to ensure that you are not paying for anything you don't need.

How do I make a long distance call using the VoIP Consulting Group network?
A) Without the Equal access service:
Just follow these easy steps:

1. Dial your local access number from a touch-tone phone.
2. Wait for the dial tone.
3. Dial the destination number including the area code but without the 1.
Notes:

* If you have a plan that offers reverse calling, people will have to dial the local access number in their respective region to reach you.
* The telephone numbers that begin with 1-555, 1-800, 1-866, 1-877, 1-888, 1-900 and 1-976 are not accessible through us and must be dialled direct.
* Our system has built-in diagnostic messages, so if you do make a mistake in dialing, the system will attempt to inform you of what happened.
B) With the Equal access service:
Just follow these easy steps:
1. Dial 1.
2. Dial the area code.
3. Dial the destination number.
Notes:

* This service is not available for use with a cellular phone.

How do I know that the Equal access service has been activated on my phone line?
To verify that our service has been activated, please dial 1-700-555-4141 from your phone line. A recorded message will inform you who your current long distance provider is. If the line has been activated with us you should hear VoIP Consulting Group. Please note it may take up to 5 business days to process your order. Once you have confirmed that we are your long distance provider, you can begin placing calls directly instead of dialling an access code.

Will I get any busy signals?
Our equipment is constantly monitored and upgraded. We design our network to provide the same grade of service as Bell Canada, which means that we provision for our busiest time of day. As a result, it is unlikely that you will encounter any busy signals when using our service.

Can I use VoIP Consulting Group Long Distance services with my cellular phone?
Yes, you can use your cellular phone with our long distance services.

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VoIP Consulting Group

  • Where is VoIP Consulting Group service available?

  • Feel free to contact our Customer Care team to verify if the service you’re interested in is available near your location. We are constantly looking at expanding our service area.

  • If I sign up for VoIP Consulting Group, do I need to advise my current provider to notify them of the change?

  • Yes, you will need to cancel your current service in order to ensure that you are no longer charged by your Internet and/or TV service provider.

  • Can I use other providers for Internet access to get VoIP Consulting Group?

  • Yes,

  • What equipment is required, is it WiFi and how much does it cost?


  • A SmartRG 4-port router and power line adapters will be provided as needed, and are included in the equipment pricing (purchase for $199.95, rent for $9.95/month or rent-to-own for 18 months at $11.95). The routers that VoIP Consulting Group provides have wireless capability.

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  • Can I use my own equipment when I subscribe to a VoIP Consulting Group package?

  • Yes, .

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  • What are your expansion plans?

  • VoIP Consulting Group is looking to expand within the rest of North America

  • How long will it take for my VoIP Consulting Group package to be activated?

  • The typical activation time is 10-20 business days after we receive your initial payment:

     

  • Can I change my VoIP Consulting Group package after I am activated?

  • Yes, but there are fees associated with processing changes in speed, technology and device(s) required.

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  • How does VoIP Consulting Group work?

  • VoIP Consulting Group is powered by Zazeen and it uses your high-speed Internet connection to broadcast TV programming using HLS technology. You can read more about HLS technology by clicking here.

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Call

Customer Service
Monday to Friday 9:00 a.m. to 5:00 p.m.
Eastern Standard Time.


1-844-332-5185

Independent provider for Home Phone Voice Over IP and long distance plans; VoIP Consulting Group is the human alternative to large companies, offering the ideal solution for your wallet.



© 2014 VOIP CONSULTING GROUP. All rights reserved.