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Service Questions
Who is freephoneline?
What is the relationship with freephoneline and budphone?
What is freephoneline?
What are the user benefits to using freephoneline?
What other services does freephoneline offer?
Does freephoneline offer High Speed Internet?
How do I signup and how long does it take to activate my freephoneline account?
Can I keep my existing phone number?
Can I purchase additional phone numbers in other areas of Canada?
What’s the catch with it being free?
What do I need to make calls?
What are the minimum system requirements to run the softphone?
Can I make local calls and receive calls with my freephoneline softphone?
Can the people I call phone me back for free?
Can I take freephoneline with me?
Can I still use my softphone after I buy the ATA?
Can the freephoneline softphone be used outside of Canada?
911 Availability
When will service be available in my area?
Do I have to respond to the ads that are played on the freephoneline desktop application?
Can I disable the ads?
Can I get help?
Do I have to be in Canada to place calls to the free calling city list?
Why do you have certain cities that you can choose a phone number from?
Calling Area
Which cities can I call for free?
What are vouchers?
How do I buy vouchers?
What about long distance calling everywhere else?
How do I activate and use the long distance plans?
Softphone Configuration
What do I need to do to get the softphone functioning properly after installing it?
When I call somebody, only on party can hear (one way audio)
I’ve got “No Connection to the Server”, What is the problem?
Can I change the primary port of the softphone?
Can I use my own softphone?
Why would people hear echo when talking to me on my PC or MAC?
Voicemail
How do I access my voicemail?
How do I set my remote voicemail access password?
Can I get my voicemail copied or forwarded to my email?
Follow-Me
What is follow-me?
How do I configure follow-me?
Can I forward to a US or 1-800 number?
Do you offer freephoneline for businesses?
ATA
What is an ATA?
If I buy your ATA, is it locked to your service?
What does it cost to buy your ATA?
Can I use my own ATA or SIP hardware I already own?
Telephone Number - Porting to freephoneline
Porting to freephoneline information in general
Keeping your origional freephoneline telephone number after porting
Changing telephone numbers
Number porting eligibility
Service Questions
Q.Who is freephoneline?
A.Freephoneline is a Canadian company with its head office in Cambridge Ontario, Canada. Freephoneline is owned by its parent company Fibernetics Corp, a CRTC approved Competitive Local Exchange Carrier (CLEC). Fibernetics owns its own national infrastructure and employs over 130 people with offices in Europe and the Caribbean. To find out more go to: http://www.fibernetics.ca
Q.What is the relationship with freephoneline and Bud Phone?
A.Bud Phone is a media based desktop application that turns any PC or Mac into a free phone line service. Freephoneline and Labatt breweries of Canada partnered to bring this service to Canadians.
Q.What is freephoneline?
A.It is an interactive media based softphone application available for download free of charge to the user. This free branded application will turn any computer laptop into a freephoneline. What makes this software different from the other softphone offerings is that the user receives a real phone number that they take with them where ever they go.
Q.What are the user benefits to using freephoneline?
A.Once downloaded, it will allow you to make free local calls, free calls to numerous cities across Canada, long distance calls to everywhere else in the world at low rates, and receive free calls! Plus, utilize free features such as Enhanced Voice Mail, Caller ID, and our Follow Me feature directly from your computer laptop . The Follow Me feature allows the softphone to instantaneously direct calls to a cell phone, home phone, or any phone of your choosing once the freephoneline softphone application has been shut down or closed.
Q.What other services does freephoneline offer?
A.Freephoneline.ca offers highspeed Internet in the provinces of Ontario and Quebec. When you have freephoneline home phone service and Internet you ultimately have the best quality of service possible as you are always one hop away from the freephoneline network. Freephoneline offers savings on your long distance with some of the most competitive rates in Canada.
Q.Does freephoneline offer High Speed Internet?
A.Yes, freephoneline offers high speed Internet service in the province of Ontario and Quebec. Service speeds up to 7Mbps download, 800kbps uploads. Freephoneline offers one of the most competitive rates on high speed Internet in Canada.
Q.How do I signup and how long does it take to activate my freephoneline account?
A.Register, then download and follow the instructions! Signup takes only minutes and your freephoneline desktop application will be ready to use immediately. If you wish to activate your home phone, highspeed Internet, or international long distance click here to find out how to reach us!
Q.Can I keep my existing phone number?
A.Certainly! Number porting is only a one-time charge and the process takes 2-4 weeks to complete. We will require a signed LOA form and a copy of your last month’s phone bill from your phone provider. This allows us the permission we need to transfer your phone number to freephoneline. Please contact us for more information regarding our porting service.
Q.Can I purchase additional phone numbers in other areas of Canada?
A.Yes, we offer phone numbers across our network in numerous cities across Canada. Contact us for more information regarding telephone numbers in Canada.
Q.What’s the catch with it being free?
A.There are none! We are offering you a free phone line with no additional fees or any other catches when it comes to making your free calls or using freephoneline’s free features! We want you to enjoy Canada’s new way to communicate so we have made it simple to use. This service is brought to you by Fibernetics Corp., and is powered by freephoneline.ca. To view our complete terms and conditions, privacy policy and acceptance of use click here.
Q.What do I need to make calls?
A.If you’re using freephoneline desktop application, you need a working computer (that meets the minimum system requirements), with high speed Internet access, a microphone and speakers or a headset. If you wish to use your existing home phone, you will need to buy our Analog Telephone Adapter (ATA), device and configuration file settings from freephoneline.
Q.What are the minimum system requirements to run the softphone?
A.The minimum system requirements:
For PC: 800MHz CPU, 384MB RAM, 30MB free hard disc space, have one of the following Operating Systems:Windows XP, Windows Vista, or Windows 7, and have one of the following browsers: IE 6.0 or higher, Mozilla Firefox, Opera 8 or higher.
For MAC: Intel Processor with minimum of 512MB RAM, OS X 10.4 x86(Intel Based) or higher, 30MB free hard disc space, one of the following browsers: Safari, Mozilla Firefox, Opera 8 or higher, Java 1.6 or higher is required.
Both PC and MAC require a minimum of 128kbps Internet connection or faster, and installed audio and microphone drivers or audio headset with microphone.
Q.Can I make local calls and receive calls with my freephoneline softphone?
A.Yes, you are given a real Canadian phone number. Anyone may call you at this number and you can receive unlimited inbound calls included with your freephoneline account. You can also place as many outbound calls as you wish. We offer a vast free calling area to numerous cities across Canada, please confirm all cities you can call for free on our website. If you wish to call around the world freephoneline offers super low rates that can be purchased by logging into your freephoneline online account.
Q.Can the people I call phone me back for free?
A.Freephoneline user account telephone numbers can call each other free using the freephoneline network and an internet connection from anywhere in the world. Simply attach your software or hardware to an internet connection and once registered make your free calls.
Q.Can I take freephoneline with me?
A.Yes, if you use a laptop computer or if you purchase an ATA you can take freephoneline anywhere with you. As long as you have highspeed Internet access freephoneline will work. For example, if you register in Waterloo, Ontario you would receive a Waterloo phone number. If you are traveling to Vancouver your freephoneline will still be active and when people call your Waterloo number it will ring in Vancouver free of long distance charges.
Q.Can I still use my softphone after I buy the ATA?
A.Absolutely! Your softphone will still function same as it used to after purchasing an ATA. However, only one or the other can be connected to the internet at a time (softphone or ATA, not both together).
Q.Can the freephoneline softphone be used outside of Canada?
A.Yes! As long as your softphone is connected to the internet and registered to the freephoneline network, you can send and receive calls on your softphone or hardware with freephoneline configuration set-up.
Q.911 Availability
A.As a freephoneline user you get access to VoIP 911 services once you have registered and signed-off that you have read and fully understand and accept the limitations of VoIP 911 in comparison to traditional 911 service. For more information on the limitations of VoIP 911 please visit http://www.freephoneline.ca/911.
Q.When will service be available in my area?
A.The freephoneline network is continously expanding. Keep an eye on the freephoneline.ca website for new service area announcements.
Q.Do I have to respond to the ads that are played on the freephoneline desktop application?
A.This service is paid for by the ads that you see but you are not obligated to respond.
Q.Can I disable the ads?
A.Unfortunately, ads can not be disabled. Ads keep the cost of this service where it is and provide a vehicle to endorse our other products and services that may help you save more of your hard earned dollars.
Q.Can I get help?
A. Yes! If you need help with additional questions please visit our online support pages, or visit our Contact us page for email and telephone contact numbers.
Q.Do I have to be in Canada to place calls to the free calling city list?
A.No, actually you can be traveling or visiting anywhere in the world and you may call back to any of the cities listed in the free calling city list for free!
Q.Why do you have certain cities that you can choose a phone number from?
A.Our service works for anyone in Canada however you are given a phone number from a list of cities where we have our network deployed. If you live outside of these cities and take a phone number you can still place calls and receive calls. We are also constantly expanding and adding other cities.
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Calling Area
Which cities can I call for free?
A.Please click here for a complete list.
Q.What are vouchers?
A.Vouchers are credits you can purchase when you log into your freephoneline account. When you have a credit on your freephoneline account you can call everywhere else outside the numerous cities across Canada that are included with this great service.
Q. How do I buy vouchers?
A.Simply log into your freephoneline account online and purchase a voucher in the nominatin of your choice using your credit card.
Q. What about long distance calling everywhere else?
A.If you need to call to a city that is not included in your free calling we provide vouchers that you can purchase that enable you to call anywhere in the world. Purchase great rates like 2 cents per minute for all of Canada and the USA. Or, 3 cents per minute to over 50 countries around the world. For a complete list of rates please click here.
Q.How do I activate and use the long distance plans?
A.You may purchase vouchers either online or via our call center. Once activated, you may call anywhere in the world and your credit will count down depending on the length of your call and the per minute charge to that destination. To ensure you never run out of minutes, ask for our auto renew feature. This feature will renew your full minute credit based on the original dollar figure you originally purchased.
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Softphone Configuration
Q.What do I need to do to get the softphone functioning properly after installing it?
A.Our softphone operates on UDP ports 13000, 13001, 5060, 5061, 6060 and 6061. Please make sure these ports are opened in any firewall, internet security suites and hardware routers you may have in your home.
Q.When I call somebody, only one party can hear (one way audio)
A.Please make sure UDP ports 13000, 13001, 5060, 5061, 6060 and 6061 are opened in your firewall and internet security suite. If you have a router, you will also need to forward these ports to the computer with the softphone on.
Q.I've got "No connection to the server", what is the problem?
A.We need to know if this problem occurs every time when you start FreePhoneLine software. Please restart your computer and softphone several times to see if the problem persists. If so press "test connection" button and try the recommended proceedure. After taking these steps please send us the information with the results.
Q.Can I change the primary port of the softphone?
A.New in version 2.1.0 you can now change the softphone’s primary port in the settings menu.
Q. Can I use my own softphone?
A.Absolutely, you will require a Configuration File from freephoneline in order to register your softphone on the freephoneline network. The Configuration File is a one-time cost. You can purchase the configuration file by logging into your freephoneline account using your credit card.
Q.Why would people hear echo when talking to me on my PC or Mac?
A.People will hear echo when they are speaking to you on PC or MAC potentially because you are not using a headset. Your microphone will pick up the sound coming out of your speakers relaying it back to the person on the other end creating an echo. By using a headset your microphone should not relay their voice back to them thus, stopping the echo effect.
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Voicemail
Q. How do I access my voicemail?
A.Dial *98 from your Frephoneline phone to access your voicemail, or just click on the Voicemail button in FreePhoneLine desktop application. To access voicemail from an external line dial one of our local access numbers. Click here for a complete listing.
Q. How do I set my remote voicemail access password?
A.From your FreePhoneLine phone: dial *98 > Press 3 for Personal Options > 2 for Administrative Options > 1 for Password > type password and press #
Q.Can I get my voicemail copied or forwarded to my email?
A.When you log into your freephoneline.ca account, choose “change details” and scroll down to the email forwarding section!
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Follow-Me
Q.What is follow-me?
A.Follow-me is our way for you to stay connected even when you are not using your freephoneline application. You may enter up to 3 separate numbers so when someone calls you can be reached. Whether it’s a cell phone, friends phone, home phone the system will call all 3 numbers at once. You can manage this service under your account settings.
Q.How do I configure follow-me?
A.Log into your account on freephoneline.ca and choose the follow-me tab for forwarding options.
Q.Can I forward to a US or 1-800 number?
A.At this time our service does not support forwarding to US or 1-800 numbers.
Q.Do you offer FreePhoneLine for businesses?
A.Please check out our parent company at www.fibernetics.ca for information regarding free business phone lines, IP-PBX products and business web hosting and collocation!
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ATA
Q.What is an ATA?
A.This is a device which allows you to plug your freephoneline telephone line into your home phone system via the Internet. This is a physically small hardware device that process voice calls using this device which can be connected to the internet anywhere (which makes it ideal for travelling).
Q.If I buy an ATA from freephoneline, is it locked down to your service?
A.All hardware purchased from freephoneline is able to be set back to factory default. Freephoneline does not lock down any of it’s devices so that you are not able to use them again. Freephoneline may lock it’s configurations down once we have configured a unit on your behalf such as an Internet modem.
Q.What does it cost to buy your ATA?
A.Please see our Products page for the price of our hardware or visit our Contact Us page and email us directly for more information.
Q.Can I use my own ATA or SIP hardware I already own with my freephoneline account?
A.Yes! You can use your own SIP hardware with your freephoneline account. You will require a Configuration File (setup file to configure your device), which can be purchased by logging into your freephoneline account. You will require a credit card.
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Telephone Number - Porting to freephoneline
Q.Porting to freephoneline – What do I need to know when keeping my existing telephone number?
A.Please ensure that when filling out our Letter of Authorization form you are TYPING it out. Only your signature is permitted to be hand written. A Letter of Authorization authorizes us (Fibernetics/Freephoneline.ca) to take ownership of your phone number. We also require a copy of your most recent phone bill (within the last 45 days if obtainable). To submit these forms you can e-mail or fax them to the address/number provided on the form. Please ensure that you do NOT contact your current carrier with any indication that you are cancelling/porting out as in many cases they will consider this your 30 days notice. At this point we possibly may have an issue porting over your telephone number as there could be a pending disconnect order on file with your current provider.
Q.Keeping your origional freephoneline telephone number after porting
A. In order to process this properly, you must have another number we can port the number you request onto; as we port a number into our service, we replace your original Freephoneline number with the number you are porting in, you cannot keep both. Should you decide to keep both numbers, you must register for a new number for us to port onto, this does however require the purchase of another configuration file on the number you wish to port onto.
Q.Changing telephone numbers
A.We do not 'change' telephone numbers. In order to 'change' this, you must register for a new number from our website, then you may choose whether or not to purchase a configuration file. Regardless, we cannot change your number/area code if you move or are travelling - Any move should be treated as such and a new number should be registered under your name.
Q.Number porting eligibility
A.When you sign up for a porting package, the sales agent will check your number within our database to ensure serviceability in your area; if we cannot port your number, don't worry as we're always expanding and new areas are added as they become available. Please remember Freephoneline is a residential service and as such we are unable to port business telephone numbers. If you would like to inquire about Fibernetics business services please visit the Fibernetics home page.
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