FAQ's

1. How do I get GoVatel service?
2. What is Voice over Internet Protocol (VoIP)?
3. How does VoIP work?
4. What is broadband?
5. Does my computer need to be turned on to make or receive calls?
6. Can I talk on the Voice phone service and use my computer at the same time?
7. Will the service work if I also have a wireless home network?
8. Will the service work on every phone jack in my house?
9. What types of phones can I use with the Broadband Phone Adapter?
10. Is it necessary for a technician to come to my house to install?
11. Can I keep my current residential or cellular phone number with this service?
12. If I move to a new address, can I take my VoIP phone service with me?
13. How do I access my account when I'm traveling away from home?
14. Can I call to any destination in the world?
15. Can I call 411 for directory assistance?
16. Does GoVatel provide 911 (emergency dialing) service?
17. What happens to my Emergency 911 Service if I travel or move with my GoVatel equipment?
18. How does GoVatel’s ability to deliver 911 service differ from traditional phone service?
19. When will the Emergency 911 Service be activated?
20. What must I do to activate Emergency Dialing with GoVatel?
21. Will GoVatel initiate services if your service address is in a geographical area where GoVatel cannot provide E911 Service?
22. If I lose power, or my high-speed Internet connection goes down, will I still be able to use my GoVatel service?
23. How can I personally manage my GoVatel account?
24. I am not receiving dial tone, how do I troubleshoot?

1. How do I get GoVatel service?
To get GoVatel service, you will be asked to enter your name, address, billing information, choose a calling plan and create a username and password. On completion you will be provided your account information and password to the email address registered to your account. Your GoVatel start-up kit will be sent out to you and you should be making local, long distance, and international calls (over 100 countries) within a few days.

2. What is Voice over Internet Protocol (VoIP)?
Voice over IP (VoIP) is a technology that enables voice communications to be transported via Internet Protocol (IP). VoIP is a method of converting voice communications into digital form and transmitting them over the Internet to the distant end of the call. This service is different from the traditional circuit-based method of sending conversations over the public phone system- and is much cheaper for the consumer.

3. How does VoIP work?
VoIP converts your voice into packets of data that are routed over the Internet to the person you are calling. Your calls can be routed to domestic or international phone numbers-even cell phone numbers. A DSL or Cable Internet connection (broadband) is required for service.

VoIP provides local and long distance calling anywhere within the United States and to over 100 countries around the world. GoVatel comes with all the great features you expect from a phone service like Caller ID, Call Waiting, and Voice Mail, plus enhanced web-based call management features.

Setting up the service is easy. The entire installation process for the Broadband Phone Adapter takes less than 10 minutes.

4. What is broadband?
High-speed access is also called "Broadband". High-speed Internet access provides a wide band of frequencies over which information can be transmitted across the Internet.

Two examples of high-speed Internet access service are cable modem service and DSL Internet access service. This allows more information to be transmitted during a given time period than would be possible with a "narrow band" service.

5. Does my computer need to be turned on to make or receive calls?
No. You can make and receive calls just as you would with your traditional phone service when using your Broadband Phone Adapter. Your computer must be running to access the web-based features.

6. Can I talk on the Voice phone service and use my computer at the same time?
Yes, your GoVatel service will work even if you are simultaneously accessing the Internet, sending files, or instant messaging over the same high-speed Internet connection with your computer. Heavy use of data services at the same time as use of your VoIP phone may, however, affect sound quality.

7. Will the service work if I also have a wireless home network?
There is no conflict between having a wireless home network and having VoIP service. As long as you have a router with an available Ethernet port, you will be able to plug your broadband phone adapter into your router using the Ethernet cable.

8. Will the service work on every phone jack in my house?
No, VoIP service does not use traditional phone jacks. It only works directly with the broadband phone adapter and with a DSL or cable modem high-speed Internet connection. However, VoIP service does work with cordless telephones.

9. What types of phones can I use with the Broadband Phone Adapter?
Any type of touch-tone analog phone can be used with the service- even a cordless phone.

10. Is it necessary for a technician to come to my house to install?
No, this is a self-install service that takes less than 10 minutes to set up. GoVatel comes with a Broadband Phone Adapter for those who have a broadband connection and would like to use the service with a pre-existing home phone.

11. Can I keep my current residential or cellular phone number with this service?
Yes you can! GoVatel offers number portability so that when you change your phone service you won’t have to give up your phone number. Your new location must also be in a geographical location where GoVatel can provide E911 service.

* DSL Internet customers are not eligible for phone number transfers- residential phone numbers are required to provide DSL Internet service to that customer’s residence. There are several other factors that may prevent a number from being transferred.

12. If I move to a new address, can I take my VoIP phone service with me?
You can take your GoVatel phone service with you as long as a broadband Internet connection is available (and you also take your phone device and router). Please note: GoVatel requires users to register their new service address immediately in order to verify that E911 services are available in your new location.

13. How do I access my account when I'm traveling away from home?
By using the GoVatel web site and logging in, you can listen to Voice Mail left on your number from anywhere in the world.

You can also listen to your voice mail messages from any phone. Just call your assigned telephone number, and enter your PIN to access your voice mail box.

14. Can I call to any destination in the world?
You can call almost anywhere in the world, including land lines, mobile phones and US toll-free numbers.

15. Can I call 411 for directory assistance?
Yes you can.

16. Does GoVatel provide 911 (emergency dialing) service?
GoVatel provides Enhanced 911 or "E911" service. With this service, your call is routed to the Public Safety Answering Point (PSAP) supporting the service address registered with your account. The emergency operator receives the name, address, and origination phone number of the caller. With this service, the caller does not need to verbally give his location to the operator.

Please be advised that this service is only offered to customers who are located in a geographic location where GoVatel can provide E911

While E911 is the most advanced form of emergency dialing service available, there are some limitations when it is provided by a VoIP provider such as GoVatel. Therefore, you should always have an alternative means of accessing emergency service.

17. What happens to my Emergency 911 Service if I travel or move with my GoVatel equipment?
GoVatel services are portable to any location with broadband Internet access. If you travel, you can take your GoVatel equipment with you and your service will work in any location with broadband Internet access. However, do NOT dial 911 whenever using your GoVatel equipment in a location other than the service address you registered with your account, since emergency service will not be properly dispatched.

If you move or intend to use your GoVatel services away from home for an extended period of time, you must update your new location with GoVatel in order for 911 to function properly. Remember, it may take up to a full working day for this change to be completed, and you should always maintain an alternative means of accessing emergency service.

18. How does GoVatel’s ability to deliver 911 service differ from traditional phone service?
The major difference between GoVatel E911 Service and traditional E911 service is GoVatel reliance upon a functioning adapter and full power to your house. Electrical power outages and disruptions to your high-speed internet connection will prevent you from completing 911 calls using GoVatel. Therefore, you should always have an alternative means of accessing emergency service.

19. When will the Emergency 911 Service be activated?
In most cases, your E911 service should function properly soon after you activate your GoVatel services, but in some cases it may take an additional working day to ensure that 911 calls are being routed with the correct address information to the emergency dispatch center that serves your location.

20. What must I do to activate Emergency Dialing with GoVatel?
GoVatel will activate the Emergency 911 Service automatically for you upon sign-up. You do not need to take any additional steps outside the regular sign-up process in order for the Emergency 911 Service to be activated on your account.

21. Will GoVatel initiate services if your service address is in a geographical area where GoVatel cannot provide E911 Service?
During the sign-up process, you will provide GoVatel with the physical service address where you will use your services. GoVatel will confirm that it is able to provide you with E911 at that service address before completing your order. Your services will not be available prior to such confirmation.

In the event that GoVatel determines that the service address is in an unsupported E911 geographical location, GoVatel will not provide services. GoVatel is, however, continuously expanding the geographical locations for its E911 service.

22. If I lose power, or my high-speed Internet connection goes down, will I still be able to use my GoVatel service?
No. A power or broadband Internet service outage will prevent ALL services from working. However, you have the option of selecting a back-up phone number to forward your calls to, in case of an outage of your broadband Internet connection or power failure. This back-up phone number allows you to receive your incoming calls on your cell phone or traditional phone line during a power or high-speed Internet connection outage.

Note: E911 Services will not be available as a result of an Internet connection or power outage. You may have to reset or reconfigure your equipment once power and your broadband Internet access services are restored. Also, forwarded calls will be counted within your plan minutes, and if you forward your calls to an international number, international rates will apply.

23. How can I personally manage my GoVatel account?
With GoVatel, you have complete control of your account.

To check your account information, simply login to the GoVatel website with your username and password. There you can select, edit, and manage your account.

24. I am not receiving dial tone, how do I troubleshoot?
Make sure the telephone is plugged into the PHONE 1 port, not the PHONE 2 port.

Make sure the ETHERNET LED on the front panel of the Phone Adapter is lit. If it is not lit, then check your router and network connection to the Internet, and the Ethernet cable between the router and the Broadband Phone Adapter.

Follow these instructions to reboot your cable or DSL modem, Broadband Phone Adapter, and router:

• 1. Power off your cable or DSL modem by unplugging its power adapter.
• 2. Power off the router by unplugging its power adapter.
• 3. Power off the Broadband Phone Adapter by unplugging its power adapter.
• 4. Wait two minutes, and then power on your cable or DSL modem by plugging its power adapter into an electrical outlet.
• 5. Wait two minutes, and then power on the router by plugging its power adapter into an electrical outlet.
• 6. Wait five minutes, and then power on the Broadband Phone Adapter by plugging its power adapter into an electrical outlet.
• 7. Reboot one of your networked computers, and check to see if you have an active Internet connection.
• 8. Pick up the telephone. You should now have a dial tone.