Help

CUSTOMER SUPPORT

To report a problem with your XLVOX phone, click on www.xlvox.com/custserv.

Help Line 9:00am to 5:00pm Eastern Time Monday to Friday

Telephone 416-646-8480

VoIP is the acronym for 'Voice over IP'. VoIP is voice communications using the internet. There are two basic types of VoIP: hardware-based that use an adapter between your broadband Internet router and a regular touchtone phone, and software-based that require a computer.

Software-Based VoIP

The software-based services handle call-processing duties on your internet-connected computer instead of on a separate dedicated box or phone. Most lack complete call-and-receive interconnect services to public phone networks. You can use your computer's built-in speakers and microphone, or USB headsets and handsets.

Software-based VoIP are still not at the same level of quality or ease of use as the hardware-based VoIP. Many still suffer from a disjointed walkie-talkie feel. Some only let you talk to other people using the same software; while others let you make and receive calls from regular phone users at extra cost. One big disadvantage is that your PC must be ON always with the software open. Many software-based VoIP are free. There are usually no call charges unless you want to be able to talk to regular landlines or cell phones.

Hardware-Based VoIP

Hardware-based VoIP brings quality, reliability and more features to the VoIP market. These systems allow you to plug a standard phone into an adaptor box, which in turn connects to your broadband modem or home router. Anyone can receive a call placed this way; no special software or adaptor box is required at the recipient end. XLVOX is a hardware-based VoIP company.

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High bandwidth telecommunications, capable of transmitting and receiving data at higher speeds compared to a standard dial-up modem. Broadband connection is done via your cable or DSL provider. A broadband connection is required to use XLVOX service.

VoIP quality sounds just like the regular telephone and even better. Because VoIP is digital, this gives gives it an open field for research and improvements. The quality issues such as echo and choppy sound have basically been reduced considerably or eliminated entirely.

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XLVOX provides basic 911 and enhanced 911 (E911) services. The type of 911 service provided to you depends on where and how you use your XLVOX Service. E911 Service is provided if your XLVOX telephone number corresponds to your address and municipality where you permanently use your XLVOX Service and E911 is available in your serving area. Your 911 call is automatically routed to the Public Safety Answering Point (PSAP) corresponding to your address and the emergency operator will have your telephone and address information. You may be required to verify your name, phone number and address with the emergency operator. Basic 911 Service is provided in the following two situations.

1. If your XLVOX telephone number does not correspond to your address and municipality where you permanently use your XLVOX service or if you live in a serving area in which E911 from XLVOX is not available; your 911 call will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator, OR
2. If you intend on using your XLVOX Service from multiple locations. Because you may be out of the coverage area of your Public Safety Access Point (PSAP), whenever you dial 9-1-1, you will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator.

Limitations on 9-1-1 Access

If you change the address from which you use your XLVOX. Service, your access to 911 service will change and will not work properly. Upon any move to a new address, or change of use of your XLVOX service, it is important that you immediately advise XLVOX Inc. signing into http://www.xlvox.com or by telephone at 1-800-nnn-nnnn for residential or 1-888-nnn-nnnn for business to ensure you maintain 911 service and have it work properly for you. You should be aware that 9-1-1 service will NOT be available if: your Internet connection is down, your XLVOX service is not available, or there is a power failure. 9-1-1 service may not be available when calling from outside Canada.

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411 calling service is available at $1.00/call.

Yes. Complete a Letter of Authorization form and fax or e-mail it to us together with a copy of your telephone bill and we will arrange to transfer your telephone number from your present provider to XLVOX. During the transfer period, do not contact your present provider to cancel your phone otherwise your phone number may be assigned to another subscriber. It normally takes 3 to 4 weeks to transfer. There is a transfer fee of $20.

XLVOX compares well with Vonage and with most other VoIP providers. Here are some advantages of XLVOX over other VoIP providers:

• Open and Flexible system - XLVOX is an open and flexible system. You are in control. You can tailor your subscription based on your needs and budget. You can rent or purchase your equipment. If you decide to purchase you can purchase from us or from your favorite store. You can configure your own system or you can follow our specifications.

You can install your own softphone from open sources in the internet. XLVOX uses both internet native SIP protocol and open source driven IAX2.
• No contracts, no hidden fees - What you sign up for is what you get. No system access fees or network charges.
• Free Features - XLVOX subscription include free features such as call display, voice mail, call waiting, 3-party calling and much more.
• Customer Service - We pride in our customer service. We give personal, prompt, and friendly service.

Rogers Home Phone plan offers 15% discount if bundled with 3 other services. The schedule of charges for the Basic +1 Feature are:

Additional promotional offer is the reduced charge of $19.95 instead of $29.95 for six months. Rogers offers these enticing bundles and promotions for a contract. Breaking the contract could be expensive. There is no equipment charge and just a small installation charge but there is a $4.25/month system access fee. Taking all these into consideration, you would have to be paying more than $170/month on your bundled services to justify keeping your home phone service bundled.

Primus offers a cheap bare-bones service of $11.95/month. No features, no free long distance. If you want features like voice mail or caller-id, it will cost you $6.00 or $4.00 extra per month per feature. Long distance plan for North America is another $10.00/month. There is no equipment charge nor installation fee but you have to either buy their adaptor at $69.95 or lease it at $4.00/month.

No. Everything is laid out in the application form and explained in the Terms of Service.

There are three easy ways to subscribe to XLVOX:

1. By phone: Call our toll-fee number 1-866-83-XLVOX and press 1 and our sales support will go through the application with you.
2. On the web: Sign-up here.
3. By e-mail: Download an application form. Complete the form and e-mail it to sales@xlvox.com.

Please note that orders for Analog Telephone Adapters (ATA) will be shipped via UPS and will take 2 to 3 weeks for delivery.

Initial charges and monthly charges vary depending on whether you rent, buy or already own your telephone adaptor, as well as the type of plan you choose:

INITIAL CHARGES		Buy		Rent		Own*
Equipment charge		$79.95		$0		$0
Refundable Deposit		$0		$0		$0
Activation Fee		$49.95**		$49.95**		$49.95**
Shipping/Handling***		$15.95		$15.95		$15.95
Total before taxes		$145.85		$65.90		$65.90
* May also use free softphone ** after rebate *** $0.00 if pick-up

MONTHLY CHARGES		Basic Residential		Residential Plus		Free World		Extra Line Number
Subscription Fee		$19.95		$29.95		$39.95		$15.00
Equipment Rental  (if Rent, else 0)		$3.95		$3.95		$3.95		$3.95
Total before taxes		$23.90		$33.90		$43.90		$18.95

Savings, features and technology! These are the main advantages of VoIP over traditional telephone.

VoIP offers more features and services that are not available with a traditional phone. And the monthly cost of subscription is much less. If you have a broadband internet connection, you need not maintain and pay the additional cost for a line just to make telephone calls.

Many VoIP plans, like XLVOX, gives you the ability to talk for as long as you want with any person in the world who has a broadband internet connection.

During power outages, your VoIP telephone may not work unless you have a UPS (Uninterruptible Power Supply) connected to your network. UPS can be purchased from any computer store for as low as $20.

Your VoIP telephone may also not work if your internet provider is down although this is less of a problem now because the major internet provider companies are either a big telephone company or the big cable company.

There are three ways to plug multiple extensions into your Phone Adapter.

1. Multi-jack extension connector to the Phone Adapter.
2. Cordless phone systems that come with a base unit and extra handsets.
3. Modify the existing telephone wiring in your home to distribute the XLVOX service to all of your phone jacks. It's important to note that by modifying your telephone wiring to distribute XLVOX throughout your home, you'll be totally disconnecting yourself from the phone company. But the process is completely reversible.

You can keep your existing phone number and transfer the service to XLVOX. Certain criteria must be met in order to be transferred. Your current telephone number must be active on your account with your local service provider. Do not contact your carrier to disconnect your local telephone service. We will arrange for the disconnection and transfer to happen at the same time. You will be assigned a temporary phone number for immediate use and for switch-over.The number transfer process takes a minimum of 10 business days from the time you confirm your transfer request. Factors that may cause delays in your number transfer include: contractual obligations, features and associated services such as DSL, Transfer Freeze, Distinctive Ring, Ring Master or ISDN- or CENTREX-related features, pending changes associated with the number being transferred.Please note you are responsible for any fees from your current provider associated with your number transfer.

If you have no security system connected to your phone line, wiring your house to activate all phone jacks is not complicated. You can do it yourself, however, if you have doubts, hire a professional electrician or telephone technician.

It's important to note that this process is easily reversible.

Isolate your inside wiring

First you need to isolate your inside phone wiring from the lines that come into your house from the phone company. This step is necessary to eliminate unexpected voltages coming from your phone company which could damage the telephone equipment inside your house or worse, cause a fire. You can do it in two ways: from the main-switch box inside the house, or from the Bell Box outside the house.

• From the main switch box - Find the junction box where the Bell line from outside is connected. Disconnect the Bell line from the junction box.
• From the Bell Box outside the house - Find the box on the outside of your house where the telephone lines come into your house from the street. This is called the Network Interface Unit (NIU). Inside the NIU, you'll see one or more sets of screw terminals. Each will have a short piece of telephone wire coming out of it with a phone connector on the end plugged into a corresponding jack. If there's only one line coming into your house, you'll most likely have only one set of screw terminals. To disconnect from the phone company, simply unplug each of the short telephone wires from its corresponding jack.

Label the wires you have disconnected with a note "Do not reconnect!" to inform others that you've unplugged the wires on purpose and they shouldn't undo your modifications. To be safe, label the outside of the box as well.

Connect your phone adapter

Plug your XLVOX phone adapter into any telephone jack using a standard telephone cord. This activates all your jacks in the home.

Congratulations! Your home is now fully wired with XLVOX!

If you have a security system connected to your telephone line, wiring your home to activate all phone jacks is not straightforward but also not complicated. The difficult part is identifying the line that connects the security system to the telco line outside.

The first part of the process is the same as in wiring without a security system in item #5 above. But you just don't connect XLVOX to any telephone jack. You must install a new jack that connects directly to the security system and nothing more. Then connect the XLVOX adapter to this new jack.

If you have doubts, consult a professional electrician, telephone technician or security system technician.

The number of phones that an XLVOX line can accommodate in a home is based on a factor called Ring Equivalence Number (REN). REN denotes the amount of load a telephone ringer has on the line. XLVOX supports 5 RENs per line. Most telephones have a REN number assigned to it, this number can usually be found on the bottom of the phone. The total sum of the individual phone REN numbers must add up to 5 or less per line.