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  I have no dial tone

   1] Make sure you have Internet service on the line where you have phone service. VoIP requires a steady broadband
       internet connection.
   2] Log on to your iTelFone member section to make sure account is active. Make a payment if your account status is declined.
   3] Restart your phone adapter and every device on the network (modem, router)
      - Power off or unplug device on the network (modem, router, phone adapter)
      - Wait for at least 30 seconds
      - Power on modem, router and phone adapter, one at a time
      - Wait for at least 30 seconds
      - Check if you have a dial tone

   4] If that doesn’t help make sure cable connectivity and equipment is proper.
      - Often times the telephone cable connecting your telephone to the iTelFone phone adapter may become damaged. If you
        have a spare telephone cable, try swapping it with the current cable.
      - Make sure Ethernet cable connecting your router to the iTelFone phone adapter is working fine. If you have a spare
        Ethernet cable, try swapping it with the current cable.
      - Make sure power LED on phone adapter is steady blue. Contact support if power LED on phone adapter is red.

  My calls are going straight to my Voice Mail

   1] Make sure you have a dial tone. If your iTelFone phone adapter is not connected to the Internet, all incoming calls are
       automatically directed to your Voice Mail.
   2] Make sure you have not set forward all calls to Voice Mail. Login to iTelFone online member section,
       click on features -> voicemail/call forward -> update. Uncheck if All Calls forwarded to Voice Mail is selected.

  I can not login to Softphone

   1] Login to ITelFone member section to make sure you have been subscribed for the softphone feature.
   2] Make sure you type in same username you use to login to online member section as “Display Name” and “Account No” and
       password provided in confirmation email.

  I can not make calls

   Are you having trouble calling all numbers or specific numbers?
   If you are not able to make calls to any local, long distance and international number then make sure you have dial tone.

      • No Dial Tone
            1] Make sure you have Internet service on the line where you have phone service. VoIP requires a steady broadband
                internet connection.
            2] Log on to your iTelFone member section to make sure account is active. Make a payment if your account status is
                declined.
            3] Restart your phone adapter and every device on the network (modem, router)
                - Power off or unplug device on the network (modem, router, phone adapter)
                - Wait for at least 30 seconds
                - Power on modem, router and phone adapter, one at a time
                - Wait for at least 30 seconds
                - Check if you have a dial tone
            4] If that doesn’t help make sure cable connectivity and equipment is proper
                - Often times the telephone cable connecting your telephone to the iTelFone phone adapter may become damaged. If
                   you have a spare telephone cable, try swapping it with the current cable.
                - Make sure Ethernet cable connecting your router to the iTelFone phone adapter is working fine. If you have a spare
                    Ethernet cable, try swapping it with the current cable.
                - Make sure power LED on phone adapter is steady blue. Contact support if power LED on phone adapter is red.

                If you are not able to make calls specific numbers then please provide following information to further assist you.

                What country and number are you calling?
                What are the dates and times of failed call to this number?
                What is your time zone?
                Are you using softphone or phone adapter to make a call?

  I can not receive calls

   Are you having trouble receiving call from all numbers or specific numbers?

   If you are not able to receive calls from all numbers then make sure you have dial tone. If your iTelFone phone adapter is not
   connected to the Internet, all incoming calls are automatically directed to your Voice Mail.

   Make sure you have not set forward all calls to Voice Mail. Login to iTelFone online member section,
   click on features -> voicemail/call forward -> update. Uncheck if All Calls forwarded to Voice Mail is selected.

   If you are not able to receive calls from specific numbers then please provide following information to further assist you.

   What is the caller experience when try to reach your number?
   What are the dates and times of failed call to your iTelFone number?
   What is your time zone?

  Status and Link LED Blink Patterns

LED Color(s) Activity Description
Power Blue / Red Off Power Off
Red On Power On Self Test Failure (not bootable) / Device Malfunction
Blue On Power On / Device Ready
Blue Blink Booting / System Self-Test / Firmware Upgrade
Ethernet Blue Off No Connection On Ethernet
Blue On Ethernet Connection Established
Blue Blink Data Sending / Receiving
Phone 1 /Phone 2 Blue Off Phone Is Not In Use / Not Provisioned or Registered
Blue On Registered / Provisioned
Blue Blink Phone Is In Use / Incoming Call Detected

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