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Support
Here you can find answers to frequently asked questions about the following subjects:
Getting Started Billing / Shipping Installation / Troubleshooting Calling Glossary Contact Us Getting started with Broadfone is easy.
Service Requirements
Calling Plans Choosing a Phone Number How the Service Works Monthly Calling Plans Monthly calling plans allow you to use an unlimited amount of minutes and calls outside of your in-plan destinations will be deducted from your Reserve Funds. Broadfone is a pre-paid service, so you will not receive a bill. Each month, your credit card will be charged the price of the plan. Pay-As-You-Go Calling Plans If you do not want to participate in a monthly calling plan, Broadfone offers a pre-paid Pay-As-You-Go calling plan. Simply add funds to your account at any time. Your funds never expire as long as you make or receive at least 1 call every 120 days. Refer to our calling plans for complete pricing information. Toll-Free Phone Numbers You can have a U.S. or U.K. toll-free number with your Broadfone service on top of any unlimited plan for an additional $5 a month. This includes100 minutes of inbound calls on the toll-free line. Any of these unused minutes do not rollover to the next month. Hardware Purchase Process Broadfone requires the use of the InnoMedia MTA 3328-2 telephone adapter, which is given during the sign-up process as part of the Activation fee of $29.99. Broadfone will ship the telephone adapter to most destinations worldwide and you may see a separate charge on your credit card for the hardware purchase/activation. Credit Card Charges Your monthly calling plan will be automatically charged to your credit card on file on the first day of every monthly cycle. It is your responsibility to make sure that your credit card is active otherwise any declined credit card will incur a fee for each day declined of $1 a day until the issue is remedied. This is in addition to your regular calling plan fee that you pay. In the event that we have tried to contact you via phone and/or email through numbers and/or emails we have on file, we reserve to right to either place the line on "No-Call" which renders the line inoperable or ultimately the termination of the line if no response is received within a resonable period of time not to exceed one week. Please note in order to open any terminated line, there will be a reactivation fee of $29.99 and there are no guarantees that the prior number the client had will still be available. ALL CHARGES WILL APPEAR AS MSM NETPHONE, INC. Shipping Destinations MSM Netphone Inc. ships the InnoMedia telephone adapter to major destinations around the world. Shipping Charges & Delivery Times Shipment to U.S., Canada, and Puerto Rico: Shipment to other locations: Hardware Refund Policy Rollover Minutes Changing Calling Plans Monthly Billing Cycle Details Auto-Recharge Option Adding Funds Expiration Policy Updating Billing Information Inbound Minutes Pricing
Pricing of Broadfone Features VoiceMail Pricing Cancellation Policy
Installation / Troubleshooting
No Dial Tone? Use This Troubleshooting Checklist After you set up the InnoMedia MTA 3328-2, you will not hear a dial tone for about one minute. The setup is complete when the “Run” LED is a steady green. You are now ready to make phone calls! Do you hear a dial tone now? If not, try this… Check that you have your device connected properly. Do you hear a dial tone now? If not, try this… Reboot by unplugging the power supply from the InnoMedia MTA 3328-2 and then plugging it in again after waiting two minutes. Do you hear a dial tone now? If not, try this… Check the InnoMedia’s Internet connection to make sure that the device was able to obtain an IP address (pick up the telephone handset and dial ***1), and check that your broadband connection is functioning properly. If you hear “0.0.0.0” announced as the IP address, the InnoMedia adapter did not get an IP address. If you have a computer connected to your router and the computer also does not have an Internet connection, it is possible that your router is not functioning properly. If you do receive an Internet connection from your computer or if you do not have a computer to connect to your Device then contact Broadfone's customer support. LED Display on the InnoMedia MTA 3328-2 On the top of the InnoMedia adapter, there are seven (7) light-emitting diode (LED) lights that indicate the status of the device, your network, and your calls. The following table describes each LED and what the different behaviors (blinking, steady light, off, etc.) mean:
Finding the IP Address Used By Your Broadfone Service To find the IP address currently used by your Broadfone service, simply dial ***1. Traveling With Broadfone Your Broadfone service can travel with you. When someone calls your Broadfone phone number, your phone rings wherever you have your telephone and adapter plugged into a broadband Internet connection -- whether you are at home or traveling somewhere else in the world. The person calling you will have exactly the same experience and they will be priced exactly the same by their phone company regardless of where you have your Broadfone service connected. What You Need to Make Calls With Broadfone?
Note: Most broadband service providers use dynamic IP addressing, but if you have a static IP address, you will need to know your IP address, netmask, and gateway address. Your service provider can give you this information.
Using Service Codes Service Codes are a series of numbers that you press on your telephone keypad to either use or manage a Broadfone feature. You can view all of the features and download a complete list of service codes. Example of using a service code to use a feature You can use the Call Return feature to call the number of your last incoming call automatically, without having to dial the number manually. The service code for this feature is *69. So you would dial *69 (after hearing a dial tone) and the phone number of the last incoming caller would be automatically dialed. Example of using a service code to manage a feature To enable an account balance announcement before all of your calls, simply wait for the dial tone, dial *02, and hang up. To turn off the account balance announcement before all of your calls, simply wait for the dial tone, dial *03, and hang up. Using Broadfone Features A monthly calling plan includes great features such as VoiceMail, call waiting, caller ID, call forwarding, and more -- all at no extra charge. If you choose a Pay-As-You-Go calling plan you can add VoiceMail for 99 cents a month. Refer to the Features section for details and complete instructions. Online Feature Management You have full control over your feature management at any time when you login to https://www.myaccountcenter.net/account/reseller/english/login.asp. From this easy-to-use online interface, you can manage settings for your Caller ID, Call Forwarding, VoiceMail, and more. 911 Service Broadfone does not provide 911 service at this time. 411 Service Broadfone does not provide 411 information services at this time. Broadband An Internet connection that is “always on” like a cable Internet service, DSL, LAN, etc. If you need to “dial up” to receive an Internet connection, then you do not have broadband. Dial Plan A dial plan allows you to place local and international calls using the dialing conventions with which you are familiar. Your dial plan was set when your account was created. All you need to do is dial as you normally would. Firmware Software that is embedded in a hardware device that allows reading and executing the software, but does not allow modification (e.g., writing or deleting data by the user). InnoMedia MTA 3328-2 The telephone adapter that is used with the Broadfone service to make calls. LAN (Local Area Network) A local computer network for communication between computers; especially a network connecting computers and other electronic office equipment to create a communication system between offices. Minute Plan A Broadfone pricing plan that provides you with a certain number of monthly minutes Pay-As-You-Go A prepaid Broadfone pricing plan. Simply add funds to your account at any time. Your funds never expire as long as you make or receive at least 1 call every 120 days. Reserve Funds You will need Reserve Funds if you would like to:
Router A device that determines the next network point to which a data packet should be forwarded toward its destination. A router is needed for the Broadfone service. Service Codes A series of numbers that you press on your telephone keypad to either use a Broadfone feature or to manage a Broadfone feature. Service Language The language of the prompts that you hear on your phone while using the Broadfone service. Telephone Adapter A device that allows you to make calls directly through the Broadfone network without using a traditional phone service and without using a PC. VoIP The abbreviation for Voice over Internet Protocol, which enables the transmission of phone calls over data networks. WAN (Wide Area Network) A computer network that spans a wider area than does a LAN (local area network). |
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