Can I check the current Network Status
Yes! To check the current network status, please go to the Network Status page.
This page will also display any Network Maintenance that will be coming up and the Annual Network Availability for the current and previous year.
Can I use my internal telephone wiring with the BroadVoice Service?
The use of house wiring is not supported. Using internal house wiring can damage your phone adapter over time. Using house wiring will also void the warranty on your free leased adapter.
Use of internal telephone wires with the BroadVoice service is not recommended or supported. Using internal telephone wiring may void your warranty. BroadVoice will only support a single, standard touch tone telephone connected directly to the BroadVoice phone adapter .
• Important Note: Improper use of internal wiring will result in the failure of the phone adapter and possibly any device connected to the internal telephone wiring.
Please contact the local telephone company and have a telephone technician disconnect the telephone company's wires from your location.
• The telephone company sends electricity over their phone lines, if the telephone company still has a connection at your location, then the extra electricity that the phone adapter will push over the lines will cause the failure of any device that is connected to the internal telephone wires.
Can I have a toll free number with my residential service?
Yes, you can add a Toll Free number to any BroadVoice plan. You can choose a new Toll Free number through your MyAccount page. If you are looking to transfer your existing Toll Free number, please send an email to billing@BroadVoice.com with a copy of your most recent Toll Free bill.
Please refer to How to Add a Toll Free Number to your account for more information.
Can I only talk to other BroadVoice customers using this product?
No, you can call anyone who has a telephone.
Can I pick any area code number as I wish?
Yes! As long as the area code is available within our system, you can select your area code.
Can I Try the Service Without Committing?
Yes, we do offer monthly plans with no contract and no cancellation fee!
If you do not wish to transfer your current telephone number to BroadVoice to try out the service, we can also provide you with a new local telephone number.
• Note: If you select a New telephone number and then later wish to transfer your current telephone number to BroadVoice, there is a $15 number change fee that is applied when the phone number is changed.
Can I use a Wireless only internet connection to use your service?
A stable broadband Internet connection is required for this service. This can include Cable, DSL, Fiber Optic, T1, or Fixed Wireless internet.
Unfortunately, satellite internet connections are NOT supported. Moreover, it is assumed that fixed wireless internet is stable under a variety of environmental conditions.
Do I have service with BroadVoice before the transfer completion date?
Yes, as long as you have properly installed the hardware.
For example if today is January 01 and you have just received your device and your port date is not until January 10 this is how your calls will route:
• Inbound call from a BroadVoice line → Rings your BroadVoice device. • Inbound call from anywhere else → Rings your old provider. • Outbound calls → Rings dialed destination
Do you have international calling available?
Yes! BroadVoice does offer international calling. Please refer to the current International Calling Rates page for more details.
Do you offer service to customers outside of the Continental USA?
At this time we do not offer service outside of the continental USA. So you will need a USA service address in order to use our service.
Does BroadVoice Offer Ring Back Tones or Distinctive Ring Tones
No, BroadVoice does not currently offer the ability to set up a Ring Back tone or a Distinctive Ring tone for a phone.
How do you know if a phone number or area code is available or not? Where does it indicate it?
You can check the availability of a phone number or area code with the sign up process. Here's how:
• Start a new order and go to I'd like to obtain a New Phone Number. • Then select Let Me Choose a Phone Number based on State, Area Code and City options. • Once there, select the State, Area Code and Service Center (city) for the new numbers to appear on the screen. • Once they appear, select the phone number you would like to have and proceed to the next step. If you have any questions or comments, please contact us at sales@BroadVoice.com or call us at 888 60-POWER.
How long has BroadVoice been in business?
BroadVoice has been in business since 2005. In the last 8 years we have done nothing but grow. We've not only grown with our customers, but also with our staff to meet their needs.
How many customers does BroadVoice have?
We do not release that information to the public. We can, however, assure you that we are a successful company. If you would like to look at our company in more depth, I would recommend visiting the following independent review sites:
How will the sound quality compare to a traditional phone line?
Because signals are transmitted and received digitally through the Internet, the quality of the service should be the same or better than what you're currently getting from a traditional phone company.
• Please be aware that sound quality is dependent entirely upon the quality of your high speed internet service.
I need both internet and phone, does BroadVoice provide both services?
BroadVoice only provides Voice Over Internet Protocol telephone service. Internet service would have to be obtained from an Internet Service Provider like a DSL or Cable company.
Is there a minimum internet speed requirement?
The minimum internet speed requirement is 128 kbps upload and 768 kbps download. You may test your internet connection with our online speed test found HERE. This is a helpful tool to see if your internet connection will support our service.
What does VoIP mean
This is technology for taking analog audio, such as a person speaking into a phone, and turning it into digital information that can be transmitted over the internet. The two most common implementations of VoIP are using either an Analog Telephone Adapter or a software application (iPhone app). Both of these allow the internet connection to be shared between both computers and telephones. Due to the quality of bandwidth required, VoIP only works with Broadband Internet, not dial up, satellite, or wireless. This means Cable, DSL, Fiber Optic, or T1 is acceptable.
What is Voicemail?
Voicemail allows callers to leave you a message if you have missed or screened their call.
To access the Voicemail system:
• Just dial *21 from your BroadVoice phone OR log into your MyAcccount and click on Voicemail.
If you wish to have notifications of new Voicemail sent to your email account, please refer to How to Enable the Fax and VoiceMail Notifications to Email for more information.
What type of Internet service works with VoIP?
We are ONLY compatible with broadband internet connections. This would include: cable, DSL, fiber optic, or T1. We are not compatible with satellite or dial up Internet connections.
Who is the CEO of BroadVoice?
Since we are a corporation there is no CEO. We do have a General Manager who is present everyday. If you wish to contact him, you can send him an email to the following address: gm@BroadVoice.com. He responds to every email within 24-48 business hours.
Can I have a chat transcript emailed to me?
Once you have ended your chat session you will have the option to have the transcript e-mail to you.
First click the button labeled "end" to close the chat session.
You'll then be asked if you're sure you want to end the session. Click OK if you're sure.
A small window will pop up, make sure the e-mail address you would like the chat transcript sent to is entered then click the "send" button.
Add a Virtual Number
If you would like to Add a Virtual Number to your account see our How-To guide HERE
Can I call 800 numbers?
Can I change the music on hold to something else?
Unfortunately, at this time, there is no way to modify or disable Music on Hold.
Can I have my faxes sent to a different email than my voicemails?
Can I import a contact list to My Account's contact list?
Can I make or receive collect calls?
Can I record my own voice mail greeting?
Can I disable my outgoing Caller ID for all calls?
Can I take my service with me when I travel?
Can I use my computer and talk on the phone at the same time?
Can I Use My Own Phone Adapter?
Can I Change my caller ID?
The Billing Department can be reached Monday-Friday 6:00am - 5:00pm PST or Saturday 6:00am - 2:30pm PST at (888)607-6937 option 2.
There is a $5 fee to change your Caller ID information.
Do I have service with BroadVoice before the port date?
If you are unable to place a call after setting up the BroadVoice device, please contact our support department for additional assistance.
Do I Need Any Other Hardware?
Do you offer toll-free numbers?
Does my computer need to be on if I want to use the phone?
Does the iPhone or Android app cost anything?
Does your system work with DirecTV / Dish TV?
DishTV and DirecTV customer's are required to have their satellite receivers connect to the satellite network on a daily or weekly basis.
Can I get an international number?
How do I active a feature?
Most features can be activated or deactivated by logging in to the my account section of the BroadVoice website. For more information on modification of the call features, please refer to the MyAccount category of this Wiki.
How do I know if I have a voice mail?
Voicemail alerts come in many forms. You might receive a stutter dial on the handset, a blinking phone light on the phone adapter or an indication on the phone itself if the phone is capable of displaying a "message waiting" icon.
How do I make 411 Directory Assistance calls?
To place a Directory Assistance call, simply dial 411 from your phone.
How do I make International Operator Assisted calls?
To place an International Operator assisted call, simply dial 010 from your phone and an operator will answer the call.
How do I make Operator Assisted calls?
To place an Operator assisted call, simply dial 0 (zero) from your phone and an operator will answer the call.
How Long Does it Take to Process the Order?
New numbers are normally processed within 24 hours. If you have ordered the BroadVoice Phone Adapter, please allow up to 3 business days to receive the equipment.
How many numbers can I put in the block list?
You may have up to 50 phone numbers on the block list at any one time.
How much is caller I.D. and other features?
All of the BroadVoice residential telephone lines have the same features. All of the BroadVoice features are standard and are offered at no additional cost.
How much does it cost to change my number?
There is a $15 charge for every number change.
I moved, does the service still work?
Is the service available outside the USA?
BroadVoice telephone service will function anywhere in the world as long as there is a broadband internet connection. However, we only offer USA telephone numbers, only ship equipment within the USA and only accept USA credit cards for payment.
How do I log into my account?
For detailed instructions on how to log into your account please see our Log into account instructions page.
Obtaining a BYOD while overseas?
There are a few different ways to go about getting a BYOD while you are overseas.
Pay My Bill
When you log into your MyAccount portal, on the Account Home page is a section titled Service Account Details. In this section it will list your Account Number, your Current Balance and have a button that will allow you to pay your bill labeled Pay Now.
Whats the difference between BYOD and SIP Credentials
There is actually a very large difference between these two types of devices.
How can I Reduce the amount of Bandwidth used?
If you find that your VoIP service is using to much of your available bandwidth you can lower the amount of bandwidth used by changing your audio codec. By default all accounts use the G711u audio codec. You can change this to G729a to use less bandwidth for your call audio at the trade off of reduced audio quality.
How do I set a Speed Dial?
How do I transfer service to a new location?
One of the many great things about VoIP is that it doesnt matter where you are. As long as you have access to a broadband internet connection you can use your VoIP service.
Can I use my own answering machine?
I forgot my password, what do I do?
We have a password recovery feature on the website.
Can I view my past bills?
Can I view my past payments?
What about 911 emergency calls?
911 emergency calls placed on the BroadVoice service are handled just like normal 911 land line calls. These calls are routed to your local 911 Emergency Services Operator. When a 911 call is placed, the address and name we have on file for that phone number will be sent to the 911 Operator to assist them.
What About Refunds?
Under the Terms of Service, initial charges, including the first month of service and the shipping and handling charges for the hardware are non-refundable immediately upon the submission of an order. There is no money back guarantee for any services unless specifically written in a special one time promotion. There are no pro-rated refunds for unused time including prepaid plans.
What About Returning The Hardware?
The hardware, including the power supply, will need to be returned within 30 days of cancellation of the service to:
What can I do about Choppy Audio?
Typically, choppy or dropped audio during a phone call is caused by problems with your Internet connection. These Internet connection issues are typically not related to upload/download speeds but by excessive delay (latency), jitter (variation in packet arrival time), and packet loss (transmitted data that never makes it to the destination).
What codecs does BroadVoice use?
We utilize G.711 and G.729 as codecs.
What does BroadVoice do to protect and ensure the privacy of incoming our outgoing calls?
Short of having a physical connection to our network, your network, and the network of the party you are calling, there is no way for all the traffic to be monitored. Unfortunately, there are no guarantees since we have no way of knowing the configurations all calling parties have.
What format is the Fax Enabled VoiceMail in?
Faxes are stored as a PDF file, which can be opened by Adobe Reader and most smartphones.
What If I Have Problems With My Hardware?
Technical Support is available 7 days a week, Pacific Standard time.
What if I have Static during phone calls?
If you hear static on your BroadVoice phone during a phone call, try connecting the power adapter directly to a wall outlet. Be sure to bypass all extension cords, power strips and Uninterruptible Power Supplies (UPS).
What if I want a phone on one side of my house and my modem on the other?
The best solution for this is to get an expandable handset telephone system that has one base plugged into our hardware and multiple cordless handsets. Each handset will not need to be plugged into a wall jack and you can scatter the handsets around your home.
What is a softphone?
A softphone is a piece of software that simulates the functions of a telephone. It is used to allow you to make phone calls from your computer over your VoIP connection using minimal extra hardware.
What is a Virtual Phone Number?
A virtual phone number is an in-bound only telephone number that forwards calls to your main telephone number. The cost is $5 per month for unlimited inbound calls. The virtual phone number does not ring differently nor does it have its own voice mail box. When you make outbound calls, your main number is still displayed on the caller ID.
What is E911 and do you offer it?
Yes, we offer E911 service where available.
What is my fax number when I am faxing off of the telephone line?
Your fax number is the same as your VoIP telephone number.
What is VoiceMail?
VoiceMail allows callers to leave you a message if you have missed or are screening inbound calls.
What Kind Of Hardware Do I Need To Use For Your Service?
We will ship the phone adapter you will need to use for our service.
What types of telephones will function with the BroadVoice Service?
Telephones that are labeled FCC part 68 compliant and most analog standard telephones will function with the BroadVoice service.
What will show up on my Caller ID?
The name you used to create your account with BroadVoice will be the name used for Caller ID. The name will be displayed Last Name, First Name. Once the account name is set up, BroadVoice can make a change but there is a $5 fee to do so. All changes will need to be sent via email to billing@BroadVoice.com. There are no charges for blocking and unblocking caller ID.
When Will I Receive My Phone Adapter?
We ship the hardware via USPS Priority. Once your hardware has shipped, we will email you with the USPS tracking information.
Will your service work with my home alarm system?
Many alarm companies support communications with their company through the internet instead of the telephone line. Please check with your alarm company to see if the system will work with Digital VoIP phone services.