Digital

What is Digital Phone Service?

Digital Phone Service, also known as VoIP (Voice over Internet Protocol), is a technology which allows you to make phone calls over a Broadband Internet connection. Digital and Digital are also referred to as IP Telephony, Internet Telephony, or Broadband Phone. The general goal behind Voice over IP, or IP Telephony, is to carry voice (telephone) traffic over the same network that carries data (computer) traffic.

How does Digital Phone Service work?

Digital is the process of breaking up voice/audio into packets of data, compressing the data, transmitting that data over an IP network (e.g. the internet), and reassembling those data at the receiving end, so that two people can communicate using voice/audio. Digital services convert your voice into a digital signal that travels over the Internet. If you are calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the destination. Digital can allow you to make a call directly from a computer, a special Digital phone, or a traditional phone connected to a special adapter.

Requirements

What kind of Equipment do I need?

A broadband (high speed Internet) connection is required. This can be through a cable modem, or high speed services such as DSL. A computer and adapter are required. Our service allows you to use a traditional phone connected to a Digital adapter. If you use your computer, you will need some software and an inexpensive microphone headset.

Quality

What can affect the quality of the Digital phone call?

There are many factors that can affect the quality of the phone call made using any Digital service. The quality of your headset (microphone and speakers) if using a software–based softphone application and the speed of your computer. Generally though, the speed and quality of your broadband connection will affect the voice quality.

How Good Is Digital Call Quality?

Digital call quality has been increasing over the last few years, and is now at the stage of being as good as, if not better than regular landline voice quality. Also, Digital call quality primarily depends on the speed of your Internet connection, the type of phone equipment you are using, and the call optimization protocols employed on the Digital providers network.

Making/Receiving Calls

What's included in my Affinity4 Digital Phone Service?

That depends on the Rate Plan you select. Affinity4 Basic Phone Service provides unlimited local calling and usage-based long distance service for just $19.95 a month; for just $5 more, you can upgrade to Affinity4 Unlimited Phone Service, which gives you both unlimited local and long distance services – and a host of FREE conveniences – for $24.95/month for the first six months, then $29.95 a month after that.

Does my Computer have to be turned on to receive calls?

Only if you are using your softphone (software based dialing utility). All Digital services require your broadband Internet connection to be active. If your computer is not on or you are unavailable, the call will be directed to your Voicemail. If you are using an ATA (Analog Telephone Adapter) calls will be directed to that device which means you don’t need to have your computer switched on.

Can I use my Computer while I talk on the Phone?

In most cases, yes. If you use your Affinity4 Digital Phone ATA as the primary router connected to your DSL or Cable modem, you will have uninterrupted voice communication while other machines are using network resources.

Is there a difference between making a local call and a long distance call?

It depends on the provider. If connecting to a cell phone, the quality is not always optimum.

If I have Digital service, who can I call?

You can call anyone who has a telephone number – including local, long distance, mobile, and international numbers. If you are calling someone who has a regular analog phone, that person does not need any special equipment to talk to you (unless you are using video).

Can I take my phone adapter with me when I travel?

Yes. Wherever a high speed Internet connection is available. Affinity4 Digital Phone Service provides E911 service to most locations. However, with a new Nomadic E911 service, you will be able to get emergency services wherever you are located.

How do I know if I have a Digital phone call?

If you have a regular telephone connected to an ATA (Analog Telephone Adapter), the phone will ring like a traditional telephone. If you use your computer to make calls, the software will either provide a preset audible or flashing alert when you have an incoming call.

Can I make calls to a non–Internet phone?

Yes, with Affinity4 Digital Phone Service, you can make calls to any phone number in the world (international rates from the U.S. are subject to an additional charge).

Is the sound quality of Affinity4’s Digital Phone Service equal to that of my regular phone?

Affinity4’s Digital Phone Service offers you digital quality voice operation. The sound quality is directly related to the quality of your network and network based optimization mechanisms such as QoS employed by your Internet provider. All Affinity4 Digital Phone Service ATAs have QoS imbedded which helps to prioritize the bandwidth.

I have caller ID now. Will I get the same features with Affinity4 Digital Phone Service?

Yes, Caller ID, call waiting, voicemail will all be available. However, if you have multiple phone numbers coming in on one line, the system will not be able to identify on which line your caller is coming in.

Can I use Affinity4 Digital Phone Service when I travel?

Yes. Affinity4 Digital Phone Service is great for international travel. It can be used anywhere in the world, as long as you have access to a broadband Internet connection.

What happens to my service if I move?

You can use Affinity4 Digital Phone Service anywhere in the world, as long as you have a broadband Internet connection in your new location. E911 may not be available in the area in which you are moving but a new service called Nomadic E911 is available to you. Your Affinity4 Digital Phone Service phone number will follow you wherever you go. International rates may apply.

If my house loses power/electricity, can I still use Affinity4 Digital Phone Service?

No. Since Affinity4 Digital Phone Service is connected to the Internet, and your computer is powered by electricity, then you will not have the ability to make or receive calls through Digital Phone Service. In this instance, you will either need to use your cell phone or a landline phone service.

Financial Aspect

Does Digital save me money?

Digital service can save you between 30–60% off your regular monthly phone bill. It’s best to use Digital if: you already have an Internet connection; you regularly make long distance or international phone calls; you run a small business and want to reduce your phone costs.

How does the 10% GiveBack Program work?

When you become an Affinity4 local phone customer, we donate 10% of our net proceeds fro your account to the charity or ministry of your choice.

Does your donation mean I pay more for Affinity4 Digital Phone Service?

No. When you compare our package and rates, we're as cost-effective, or less expensive, than most other carriers.

Will I be charged a fee when I sign up for the Affinity4 Digital Phone Service?

There is a one-time activation fee of $36 and a shipping charge of $19.95 for your digital phone adapter.

Accessing the Internet

Does Affinity4 Digital Phone include Internet service, too?

While your digital phone service requires a high-speed Internet connection, your Internet services remains separate and is not included with your digital phone service.

Can Affinity4 Digital Phone Service work on a Wireless system?

As long as there is a wireless modem connected to the ATA, this will work. However, if you are in a building (for example) that is wireless, this most likely will not work since you won’t have access to the modem.

Can I have Affinity4 Digital Phone Service with dial up ISP?

No. You will have to have a broadband connection.

Will I be able to access my Affinity4 Digital Phone Service account from my Macintosh ® computer?

Yes, Affinity4 Digital Phone Service is an HTML interface that you can access via any web browser. Your computer's operating system and platform do not affect its functionality. However, the SoftPhone is not supported by the Macintosh® Operating System and you will be unable to download or use the SoftPhone on a Macintosh®.

Can I use my computer while I talk on the phone?

Yes. If you use your Digital Phone ATA as the primary router connected to your DSL or Cable modem, you will have uninterrupted voice communication while other machines are using network resources.

Does Affinity4 Digital Phone Service work with Internet service delivered by satellite?

Due to the slower transmission rates of satellite service, we do not recommend using it with Affinity4 Digital Phone Service because it may result in delays or distortions in your phone calls.

Your current phone service

Can I use multiple phone extensions (multiple phones on one phone line) with Digital Phone Service?

Yes. There are two ways to plug in multiple extensions to your Digital Phone Service ATA:

1. Purchase a multiple–extension jack connector, and connect it to the phone port of the Affinity4 Digital Phone Service ATA. This will allow you to have multiple phones on a single line (up to 2 supported)
2. Use a cordless phone system that comes with a base unit and extra handsets. The base unit of the cordless telephone directly plugs into the Digital Phone Service ATA. All the handsets associated with the base unit can be placed anywhere in your house and can utilize Affinity4 Digital Phone Service.

Can I keep my existing number and use it with my Affinity4 Digital Phone Service?

Yes. A majority of customers can keep their existing phone numbers by requesting that their current phone service provider releases the number to Affinity4. This process is called "porting a number" and it requires that the number owner signs an authorization form, which allows Affinity4 to request the transfer from the current provider. Your number can be ported to Affinity4 Digital Phone Service via the Preferences section of your account once you have signed up for service. This is most common if you have Cable internet service.

Can I port my number if I have DSL?

We cannot transfer a number that bundles with your DSL service. If you transfer your DSL line, then you will no longer have broadband service. In this instance, we will provide you a second number that you can use as your secondary or business line. If you absolutely want to port your number over and have DSL service, you can cancel your DSL service you can order Cable modem service and then you can port your number to Affinity4 Digital.

What may cause my number to not be portable?

Many things may cause this, but the most common is if the existing Service Provider refuses to release your number. This may happen if the provider cannot verify that you own the number. For this reason, the owner of the Affinity4 Digital Phone Service account must be the owner of the existing provider account and we require verification in the form of a faxed copy of your last phone bill.

How long does it take for my number to be ported over to Affinity4 Digital Phone Service?

The process takes anywhere from 10 to 45 days to complete. There are two documents required: A signed Letter of Authorization and a copy of the last phone bill in which the porting number appeared. These documents are only valid for 30 days.

I am signing up for Affinity4 Digital Phone Service and want my number ported over. While the process is taking place, do I get another number?

Yes, you will receive a temporary number. Once the primary number is ported over, you will have 2 choices:

1. Keep your temporary number as a secondary number.
2. Get rid of the temporary number

I have an 800 number that forwards to my Office/Home number. Can I keep the 800 number and have call forwarding still?

Yes, Affinity4 Digital would port over the Office/Home number as a part of the Digital Phone Service product. You would still pay for the 800 number through your Toll Free carrier.

Do I need to buy new phone equipment?

No. Your existing analog phones should continue to work. If your phones are digital, part of a PBX, or key system, they will need to be replaced with analog phones or IP based telephones.

My provider told me I could not keep my existing number, is that true? Do I have to get a number to use Affinity4 Digital Phone Service?

If you have a combined Internet DSL and telephone service through your local provider, they may not allow you to take the number with you and maintain your DSL service. Some phone providers offer "naked" DSL which allows you to pay a minimum for just DSL service. But, as explained in the question above, the phone provider may also not allow you to take your number with you if the provider cannot verify that you own the number. In this case, you would need to get a number to use Affinity4 Digital Phone Service.

Emergency Support

Do you provide 911 service?

911 services are available and are available to you once your ATA device and your account have been activated. As with all broadband phone services, 911 services normally will not work during a power failure or disruption, or without a working internet connection. Affinity4 Digital Phone Service 911 service can work during a power failure only if:

1. Your landline phone service is activated AND
2. Your Affinity4 Digital Phone Service ATA is plugged into a standard phone jack

If I don’t have E911 service in my area, can I still have Digital?

Yes. The alternate route is PSAP911 in areas where E911 is not supported. Approximately 80% of the entire US carries E911. The difference is that with E911, you as the user register your address wherever you and your adapter are so that the local police station can identify where you are. In an emergency, those areas with E911 will automatically direct emergency support to the location registered. However, with PSAP911, you have to communicate verbally where you are in the case of an emergency as there is no automatic connection to the emergency support.

Getting Started

How long does it take to receive my equipment?

If ordered before 2:00 pm Eastern Time, the unit is sent out the same day via Ground which should arrive within 5 business days of the requested order. An email is sent to you including the tracking number where you can trace your order by going to the shipper’s website and entering in the tracking number.

I haven’t received my shipment and it has been longer than two days.

If you were provided a tracking number, you should go to the shipper’s website and enter your tracking number. It will provide you the current status. If you have not received an email with the tracking number, it is likely that your order is on a backorder.

Is professional installation necessary for set up of the Affinity4 Digital Phone Service product?

No. The guides we provide will walk you through setup step-by-step. Should you need assistance, we have Technical Support available Monday thru Friday 8AM to 10PM Eastern Time. Saturday 10AM to 7PM Eastern Time. Closed on Sunday.

Will I need to reconfigure my PCs or my LAN?

There is no need to change computers using private addressing. If you have a router involved in the configuration, you may have to change the IP address of either the router or the Smart IAD device in order to allow the Smart IAD to pass the voice traffic.

Utilizing the phone service

Can I connect two analog phones to the same line via a Y adapter?

Yes. Up to two analog phones can be "bridged" on the same line or port.

How many lines does this product support?

This product supports anywhere from 1–2 lines.

Troubleshooting

How can I test my upload/download speed?

The upload speed refers to the speed of the information being pushed out from you to somewhere else and the download speed refers to the information being pulled from somewhere else to you. By going to DSLreports.com/Tools or Speakeasy.net to perform a speed test (without the device plugged in), you will be able to gauge whether you need to increase your internet speed levels.

I am unable to make or receive calls, why?

Most likely this is because there has been an interruption in the connection due to the account not being registered, a change on your account, power outage, or firmware update. Power or cycle up every device one at a time as they appear closest to the Cable/DSL modem. Depending on the device, you will receive or see different signals letting you know if you had success or failure. Refer to your user guide supplied to you when the device was shipped to you.

Who do I call if I have a problem with my phone service?

Please contact Customer Service at 1-800-705-9341.