Voitel is advertised as “$24. 95 per month.” Does that include all fees, or will the actual monthly cost be something different?


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NameVoitel is advertised as “$24. 95 per month.” Does that include all fees, or will the actual monthly cost be something different?
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Voitel Distributor FAQ

Home Service

v.6.04.08


  1. How do I choose BV or IBV for Voitel?


Before you or any customer purchases any Voitel products through your portal, go to Unfranchise.com, log in, and select “Other Services.” Choose “Voitel,” and select BV or IBV.
Once your selection is complete, the placement of your volume can be changed, and will be determined by your BV or IBV auto-placement, under “My Account, BV/IBV Options,” and select the appropriate Auto Placement Options to designate placement. You can not allocate your volume for your Voitel customers individually, into different centers…all Voitel and WebPortal volume that is automatically generated through your WebPortal is automatically placed based on this designation.


  1. Voitel is advertised as “$24.95 per month.” Does that include all fees, or will the actual monthly cost be something different?


The base cost of your Voitel service is $24.95 per month, as advertised. There are, however, additional fees and taxes. Here is approximately what you can expect to be charged on a monthly basis:
Charge Item Amount

Service Charge $ 24.95

Service Charge $ 2.00

Basic Monthly TAXES $ 0.79

DSL Monthly TAXES $ 0.06

Basic Monthly TAXES $ 1.61

DSL Monthly TAXES $ 0.13

Basic Monthly TAXES $ 0.50

Basic Monthly TAXES $ 0.66

DSL Monthly TAXES $ 0.05

DSL Monthly TAXES $ 0.04
Total $ 30.79


  1. Voitel is advertised as “virtually unlimited” calling time. What does “virtually unlimited” mean?


All Voitel-to-Voitel calls are unlimited, and all incoming calls are unlimited.
Voitel does have a limit of 3000 minutes on outgoing calls. That is an average of 1.6 hours of outgoing calling every single day of the entire month. If you make calls beyond your 3000 minutes, Voitel charges you $0.04 per minutes for all minutes over 3000.
Unused minutes do not roll-over from month to month.



  1. Is there a money-back guarantee?


Yes! The service includes a 30-day, no questions asked, money back guarantee.


  1. Are there any system or technical requirements I must meet in order to use Voitel?


You must have a high-speed Internet Connection, such as DSL or Cable, with a minimum upload/download speed of 64kbps.
You must also have a home router (wired or wireless depending on your home network needs) with an available wired Ethernet port. Your Voitel box is a wired device, and must be plugged directly into your router, and can not connect wirelessly.
That being said, there are countless home-networking-issues that you may need to deal with. Please be assured, to date, no Voitel box has been shipped that was not configured properly. Please resist the urge to assume the problem is the box…it likely is not. If you are struggling with a home-networking issue, or with getting your Voitel service to properly function once you receive the box, other information within this document may be helpful.
Your DSL, FIOS, or cable modem should be plugged directly into your router. There should not be any other switches or devices between the source/modem and the router. If you have a complex home network set-up, discuss this with someone that set it up for you. Connect your connection/cable modem directly to your router, and this will create a network for your home. In the back of your router, you will directly plug in wired computers, other devices, and your Voitel box. (If your router is wireless, a wireless network is also created.)


  1. I am receiving a dial tone, so I know everything is hooked up properly, but I can not make or receive calls. What is wrong?


A dial tone does NOT necessarily mean everything is properly set up. Many improper installations can result in you still receiving a dial tone, but unable to make or receive calls. If you receive a dial tone, but are not able to make and receive calls, there is likely a hardware/installation problem. Consult this document, and all your installation documents, and then call Support if you are still unable to solve the problem. In some rare cases, you may need to consult your internet provider and request that “ports on your modem be opened.” Voitel customer service can advise you of the port numbers that need to be opened.


  1. I have several telephones in my home. Can I use them all with Voitel?


Only one unit can be plugged into the Voitel unit, so other phones and/or jacks in your home will not be connected to your Voitel service. If multiple phones or multiple handsets are desired, Voitel recommends you purchase a “cordless base unit” that is able to be expanded. The base unit will plug directly into the wall for power and directly into the Voitel unit for service. Now…you’ll need to purchase satellite handsets that will all be wirelessly connected to the same base unit. Most of these types of units allow up to ten handsets to be added, and although the extra handsets are part of the same system that is plugged into your Voitel box, the extra handsets plug into the wall electrical outlet for power only…only the base unit is actually connected to the Voitel box.


  1. I have TIVO, and it requires a phone line.


Your TIVO box is not able to be connected to Voitel while also allowing your phone access to the Voitel service. TIVO requires access to programming information, which it can actually obtain from not only a standard phone line, but also via a wireless internet network with a few minor changes. Voitel recommends purchasing a TIVO Wireless USB Network Adapter, which will plug directly into your TIVO box and connect to your wireless network. A few minor changes in your TIVO settings will be required. You may purchase this Adapter from several Partner Stores, like Toys-R-Us, at a cost of about $60.00. Then your TIVO can access programming information via your wireless network. If you do not yet have a wireless network in your home, Voitel recommends purchasing a wireless router. Your Voitel box will plug directly into the back of most wireless routers, and TIVO will connect via the wireless connection.


  1. I have a FAX Machine. Can I plug it into my Voitel box along with my phone, or what should I do to keep my home fax service?


Voitel does support fax service, however it can not be connected to the same line as your telephone. You are able to purchase an additional Voitel device and use it to support your fax machine.
Your fax machine should be connected directly to the second Voitel box, and you must have a high-speed Internet Connection, such as DSL or Cable, with a minimum upload/download speed of 92kbps.



  1. I have satellite television, which requires a telephone line.


Satellite systems typically require a telephone line for programming backhaul. Voitel recommends that you maintain a landline for use with your satellite television service.


  1. I have a security system, which requires a telephone line.


Many security companies request that you keep a telephone company landline to protect against potential power outages. It is important that you check with your security company prior to ordering Voitel. Voitel additionally suggests that you inquire about their ability to possibly use a cellular line instead of a land line.
Even if you must maintain a traditional landline for your security system, it may still be advantageous and save you money to strip the landline to basic service only (for the security system) and also purchase Voitel for all of your calls. In this situation, you can still port your current number over to Voitel and then have a new number for the landline/security system.


  1. I have DSL/FIOS service. What does that mean to my Voitel service?


First, no one should cancel their current phone service yet…especially DSL/FIOS users.
Most telephone companies will allow you to keep DSL/FIOS service while eliminating your telephone service. This is important, because your DSL/FIOS service is your high-speed internet connection, which is required for Voitel to work. DSL/FIOS and telephone service do NOT need to go together. DSL/FIOS without telephone service is called “naked DSL, unbundled loop,” or “dry loop.” Before ordering Voitel service, check with your telephone company to see if this service is available. Here’s some info that will be helpful to you.
Verizon Customers may check for “dry loop” availability at:

Http://www22.verizon.com/forhomedsl/channels/dsl/dryloop
AT&T Customers may call the AT&T Dry Loop Department at 1-888-800-4095 and ask if your account is able to be switched to “DSL Direct.” DO NOT actually make the switch yet…only determine if you are ABLE to do it.
If neither of these apply to you, simply call your local telephone company and ask if you are able to obtain “naked DSL, unbundled loop,” or “dry loop.”
If you determine that “dry loop” service is not available, you may consider changing to a cable modem, if available, which will properly support your Voitel service. You may also consider adding Voitel as a second line. Keep in mind that the primary benefit of Voitel is unlimited local, and long distance US and Canada calling, so even if you can not eliminate the line that is connected to your DSL/FIOS, you may still be able to save money.
VERY IMPORTANT:


  1. Do NOT order Voitel until you have confirmed that you are ABLE to obtain a “dry loop.” If you can, then you may order Voitel.




  1. DO NOT actually request the switch to “dry loop” until you have ordered Voitel AND successfully transferred (“ported in”) your current number.




  1. What are the specific steps of the process to keep my current telephone number, and how long will it take?


You are not technically “keeping” your number. You are moving to a completely different service which uses completely different technology, and you are then “bringing” your current telephone number with you, or “porting it in.”
Do not cancel your current telephone service yet. You will need to pay your current telephone service provider and Voitel, until your number is “ported in,” for about 30 to 60 days.
Begin by ordering your Voitel service and selecting a “temporary” telephone number. You must select a “temporary” number to order Voitel, even though you intend to “port in” your current number immediately. You are permitted to select a number from almost anywhere. You will immediately receive an email with your log in information for the Voitel Customer Support web site.
Log in to the Voitel Customer Support web site and click on “Keep Your Existing Phone Number.” Complete and submit the 4 question form. BE SURE THAT THE INFORMATION YOU SUBMIT IS EXACTLY AS IT APPEARS ON YOUR TELEPHONE BILL. But, you are not finished!
Go to http://www.lnpweb.com/voitel/letter_of_authorization.htm and create and print this letter. Provide your complete signature at the bottom of this letter, whether a space is there or not.
Obtain a copy of your telephone bill, which includes your name, address, telephone number, and account number. If you do not receive a paper bill, you should be able to access certain information online that will confirm your name, address, telephone number, and account number…this information must be on the pages you print. (If you are unable to find and print these pages, call your phone company for a printed copy of your most recent bill.) Find this info, and print these pages. Write on these pages, “I do not receive a paper bill, and have logged into my customer account online and printed the following pages.”
Now, fax the letter of authorization and copy of your telephone bill to 1-336-605-0041. In 24 hours after faxing, call Voitel at 1-866-VOITEL-5 and confirm that they have received your fax.
From this point forward, Voitel will turn over your “port in” request to third-party processors who will execute the transfer. Unfortunately, Voitel will be unable to provide you with specific status updates as to precise details of your transfer; however, you may call Voitel once to ask if any new information is available, and to verify that there is nothing further needed from you. But please be aware, they will likely not have anything new in the way of updates to share. This does not mean no one is working on your request.
You will receive an email in 4-6 weeks informing you that your number is almost ported (see sample below) and giving you a date when the “port in” will be complete.
Dear Clem,

Please be advised that your telephone number 724-938-9436  will be ported in to our service on 5/6/08. We will update you when the process is complete.

Best Regards,
Moriah
Voitel Customer Service
LNP Desk
You will receive another email, again, (see sample below) when the number has been successfully ported and the process is complete.
Dear Clem,

Please note that your Telephone Number was successfully ported to our service yesterday. I have tested the number successfully and would ask you to do the same. If you encounter difficulties with this number, please contact TechSupport. Please note that for the first five days after the port-in date, both your ported in number and your temporary number will be active on your account. This is in order to provide time for you to test the ported-in number and for us to address any technical issue with the number. This means that when you make outgoing calls, your caller ID will still be the temporary number on your account. After five days, the ported-in
number will be the only active number on the account and will also be displayed as your caller ID.

I hope that you enjoy the service.

Best regards,
Moriah
Voitel Customer Service
LNP Desk
Once you receive this email, and confirm that the number is working properly, you may cancel your current telephone service. Also, be certain to consult the document, “Ways to expedite the porting of your current phone number.”


  1. I have switched telephone service before, and kept my current number, and it has happened immediately with no interruption whatsoever to service. Why do I need to wait and pay both bills?


First, there only a few carriers which are officially “Local Exchange Carriers” (LEC’s). The two largest are Verizon and AT&T. They have different rules and regulations that they are subject to, and have a completely different process through which they must go to change service to customers. Any time you may have switched between these providers, they were able to expedite the process much more quickly.
Also, be aware that many times, while you may have switched carriers or providers, and you may believe it was the same kind of process as you wish to go through with Voitel, you were likely switching providers but still utilizing the same hardware, lines, and technology, and therefore, were able to transfer to your new provider much more quickly.
Voitel is a complete departure from traditional service to new technology. The phone companies are losing you as a customer completely, so they will make the process as difficult as possible, and they do. Please be assured that we are expediting the process as much as we can.


  1. I am frustrated with Technical Support. How can I feel comfortable using and selling this product, if we can not support it?


First, technical support is provided by Market America agents. Please understand that, 12 months ago, these individuals were answering questions about other things. We are training them, but it is taking time. This is simply one of the “bugs” that need to be worked out as we develop Voitel. We ask for your patience and understanding.
Market America’s Voitel Support Staff is supported heavily by the engineers and support staff at Deltathree, so they are getting better everyday. In April of 2008, just before the Region 2 Convention, Deltathree staff met with Market America’s Voitel Support Staff for the entire week, and worked with them to take their support to the next level. Both Market America and Deltathree are committed to continued improvement, and we appreciate all of our Distributor’s patience and understanding.
We also, through documents exactly like this FAQ, are working hard to help better educate the field to achieve a higher level of comfort and understanding and be better distributors of the Voitel service.


  1. Where can I find the International Rates?


Four places:

International rates are posted on the Voitel website.

Can also be accessed through Customer Care at 1-866-VOITEL-5.

Via Unfranchise.com in “Downloads, Sales Aids.

Voitel Home Phone Service Member Center once your account is activated.


  1. Can I move my Voitel box around, and receive and place calls to and from my number at different locations?


Voitel allows for flexibility with regard to “taking your box with you.” Please understand, however, that this has requirements to work properly, and some limitations.
You must be able to properly install the Voitel box and phone. The same complications that may exist in your initial installation may be present each time you decide to move your box to a different location. This means you must have access to an Internet Connection and a router, so you may need to take your router with you also. A hotel, for example, with a wireless internet connection but not wired connection is not a place where you can use your Voitel. And since most hotel phones are not single line phones, you may need to take your phone with you as well.
Ask yourself, “Is it worth it, and does it make sense?” Through your Voitel Customer Support Site, you have numerous options to assure that you do not miss calls and they are forwarded to you where you are. And do not forget about the flexibility in cell phone plans and the minutes you have available.
Whatever you decide, be practical. It may only make sense to move your Voitel box if you physically relocate, are a domestic traveler taking long trips with only occasion stops back home, or if you are traveling outside of the United States.

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