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Here are the answers to your frequently asked questions. If you don't see your issue addressed here, then please call us.

VoIP Services

Buying and Using Phone Cards

Business Opportunities with foneca.com

How do I buy your phone cards wholesale or how do I become a distributor?

About Our Site

Why should I register and sign in?

You need to sign in in order to get to your personal site. It’s only one time registration and you can choose your own user name and password. We only acquire information for verification purposes and compare it with credit card information. That allows us to make sure your PINs are safely distributed to you only.

How do I buy a phone card?

Go to www.foneca.com. Read carefully all description and choose appropriate phonecard. Push "Add to cart"! You will see contents of yours cart. You can add or remove items. Update your cart by pushing "Update cart" and if you are satisfied begin checkout by pushing "Checkout".

Can I safely enter my credit card number on your website?

Yes. All online transactions at foneca.com are protected with the highest level of industry-standard SSL encryption. Every time you access your account information or enter your credit card the encryption keeps your information private.

In what denominations are your phone card available?

That is depends of the type of phone cards and presence availability. Usually there are available in denominations of $5, $10, $20, and $50.

Is there a limit to the number of phone cards that I can purchase?

You will be able to purchase up to $20 worth of phone cards per day or up to $100 worth of phone cards per month. If you wish to increase your spending limit please e-mail sales representatives: sales@foneca.com or call 877-7-FONECA

I share my email or I use free web-based email. Can I use it?

In order to maintain the privacy of your account information we do not recommend shared emails. You can get your own private email from any of the free e-mails available, for example. Hotmail (www.hotmail.com), or Yahoo! Mail (www.yahoo.com). If you access your email from a public or shared computer, then you should take the steps recommended by these companies to protect your privacy. You must especially remember to log out when you have finished checking your email so that others cannot view your emails. It s a good practice to write down the card # emailed to you and delete the email.

What if I make a mistake while buying a card?

If you do not see an order confirmation page or display after the transaction is completed we can change your order. Just call our sales representative team at 877-7-7FONECA. If you do see an order confirmation page or if the PIN is delivered then the card cannot be returned, exchanged or refunded. ALL SALES ARE FINAL.

How can I Pay for Phone Card(s)?

We currently we have 6 payment options

- Credit Cards, we accepts VISA, MasterCard, American Express, and Discover or retail transactions.
- Personal Checks
- Bank Checks
- Money Orders
- By phone
- Cash

While payments through WEB page are automatic, for personal checks, bank checks, money orders and cash you have to contact our sales representatives.

Can I purchase your Phone Cards over the phone?

Yes, you can. Call 877-7-FONECA

Why is my credit card declined / rejected?

We have address verification system in place, if your card is rejected please verify that the bill address information you entered is correct. It should match with your credit card billing information. If you are declined again, please contact your credit card issuer.

How long will it take to receive Phone Card?

At foneca.com we deliver Phone card's PINs to you email. The deliver time vary according to the payment method. We know how important is to have the PINs immediately and we are proud to offer you instant delivery of your PINs if payment is done vie web page. For any urgent issues please call: 877-7-FONECA.

When I purchase a Phone Card, will I get a Phone card in the mail?

All retail transactions via foneca.com are conducted over the Internet. You will receive your card # via e-mail. No physical card will be delivered to you. Only for large volume wholesale orders do we ship physical phone cards to your location. However, you can receive physical phone cards by buying it from ours sales representatives.

Do you have a retail location?

No, foneca.com only sells on the Internet or by sales representatives.

How do I use my Phone Card?

Here are the steps to follow:

1.Using a touch-tone phone dial the local or toll free access number.

2.When prompted, enter your PIN number.

3.When prompted, dial the destination number:

For US, Canada, or Caribbean calls: Dial 1 + Area Code + Number,

For Calls to any other country: Dial 011 + Country Code + City Code + Telephone Number

4.To make another call do not hang up, press pound key [ # ] for three seconds.

Where can I use your phone cards?

You can use our phone cards anywhere in the continental United States. You cannot use our phone cards in Alaska or Hawaii.

If I buy a Boston local access phone card can I use it inNew York?

If you buy a local access card you can use it in another region but you will be charged for the long distance call. For example, if you use a Boston local access phone card in Los Angeles then you will be charged for calling long distance from Los Angeles to the Boston local access telephone number.

I am traveling to another country can I use your phone card?

No. You can only use our phone card in the continental United States (anywhere in the US except Alaska or Hawaii).

How many minutes does each denomination provide?

The number of minutes available for each denomination ($5, $10, $20, $50) is determined by the rate to the country you are calling. When you are buying a card on our site we automatically calculate the total minutes for the denomination you select to a particular country. Each time you use you phone card to place a call, the number of minutes available for that particular call will be calculated and announced to you before the call connects.

Can I make local calls with your card?

Yes.

What is the expiration date of my Phone Card?

Our phone cards expire 6 months after first use.

Can I recharge my phone card?

Yes you can.

I have a balance on my Phone Card. Can I either transfer the balance or receive cash?

No. If you have a balance on your card you must use it.

What is the Return Policy?

All sales at foneca.com are final.

How do I contact Customer Care?

Call customer service department listed under each card or call us at 877-7-FONECA.

How do I contact a sales representative?

Call us at 1-877-7-FONECA.

Will I receive a bill?

This is a prepaid service. You pay in advance. You will never receive a bill.

Do your rates change depending on the time of the day or the day of the week?

No. You will always enjoy our low rates. Any rate changes will be published on our site.

How do I become a distributor of foneca.com?

If you wish to become a distributor e-mail us at sales@foneca.com or call 877-7-FONECA.

Is your site secure?

Yes. All online transactions at foneca.com are handled and secured by the highest level of industry-standard SSL encryption. Also, your credit card number is encrypted when your order is stored.

How do I know that my transaction is secure?

All online transactions at foneca.com are handled and secured by the highest level of industry-standard encryption.

This is done to prevent unauthorized use of the information you are sending to our server. To make sure you have the latest security features on your browser, download and install the latest version of your favorite browser, Microsoft Internet Explorer, or Netscape Communicator.

What will my information be used for?

Personal information given to us for ordering products over foneca.com is not shared with any other organization. We use your information only for processing your order and for customizing your experience at foneca.com

How often are the special offers on your site updated?

Special offers and pricing are updated in real time.

What is needed to use the FonecaVoIP Service?

• A Broadband Internet connection (recommended 128 Kbps or higher).
• Either an IP phone or a VoIP adapter for use with a traditional phone (IP phone works with PC or Mac). A VoIP adapter is required to hook up a traditional phone to the broadband connection.

FonecaVoIP service can also be use with most SoftPhone software from every PC, PDA and Pocket PC.

Can I keep my existing phone numbers?

Yes. Since we are a phone company we have the ability to allow you to keep numbers from other telephone companies, including wireless providers. The customers may keep their existing phone numbers as long as their number is within our service area. Please check our Porting Map for coverage in your area.

Can I get extra numbers?

Yes. You may order additional numbers within our calling area. There are two ways to order additional numbers. If they would like to make outbound calls on the additional numbers or lines at the same time they must order and pay for additional outbound lines. However, if they want a Remote Number to only receive inbound calls they can order Remote Numbers at an economical price. Remote Numbers will ring to their SIP equipment but cannot make outgoing calls.

What area codes do you have available?

We have numbers available in many metropolitan areas. Check our Number Availability Map for coverage in your area.

I am interested in FonecaVoIP service, what do I do ?

1 Order the service by clicking here.

2. 1 For Soft VOIP – download the software and install it as described here

2.2 For VOIP with equipment - will receive the equipment in 3-5 business days, install the equipment as described here.

4 Start dialing by pressing 1 and the area code. For international calls please dial 011.

How do I sign up to the VoIP service?

We created a customized Account Management System to meet your needs. This program will allow you to directly manage and maintain most VoIP services online including sign-up.

How do I get FonecaVoIP approve hardware?

(1)You can buy equipment from us at a wholesale rate.
(2) You can source your own VoIP hardware from our approved list of hardware. Please note: All equipment must be re-programmed.

Is there a set up fee?

We charge a set up fee of $24.95 for new service.

Can a computer and an IP phone be in use at the same time?

Yes. In most cases, one can use a computer, surf the web, make and receive phone calls all at the same time. However, ISP's have different requirements. Please check with your ISP regarding your particular broadband service.

Does your computer have to be left on to use the FonecaVoIP Service?

No. A computer does not have to be left on to use the VoIP service. The VoIP hardware connects directly into a broadband connection.

Can I take my telephone or telephone adapter with me when I travel?

Sure! As long as you have high speed Internet where you are going, your service should work fine. Take your phone with you on vacation, business trips, home on college break, etc.

Is 411, directory assistance, available from an FonecaVoIP ?

Yes. All end users will be able to access national (US) directory assistance from their FonecaVoIP service.

Is 911, emergency services, available from a FonecaVoIP?

Yes, FonecaVoIP Service is connected to the traditional E911 emergency operators. Please check our E911 Map for coverage in your area. In available areas, E911 service is provided as a standard feature. You must provide a primary service address for your primary number. It is important to note that 911 operators will only have the service address supplied when you signed up, and that 911 calling is always subject to technical limitations of the VoIP service itself, such as an uninterrupted power supply and an uninterrupted broadband connection. Should your customers remove their phone from the address indicated, emergency responders may not be able to come to their assistance. Please refer to the 911 section in the Terms of Service for further information.

What area codes do you have available?

We are constantly expanding our coverage areas. Please check our Number Availability Map for coverage in your area.

How does one make a phone call? Is it different for Local, Long Distance or International?

Dialing a FonecaVoIP call is just like any other phone call. For Domestic calls to the US, Canada and most of North America, dial 11 digits, i.e., 1 + area code + number.
• To number in Boston, Massachusetts, you would dial 1-617-xxx-xxxx.
• To San Francisco, California, you would dial 1-415-xxx-xxxx.

For International calls to Mexico and destinations outside North America, FROM anywhere in the world, dial 011+Country Code + City Code+ Phone Number.
For example,

to make a call FROM Manchester, NH - to the United Kingdom, you would dial 011-44-city code-number.
to make a call FROM United Kingdom - to the United Kingdom, you would dial 011-44-city code-number.
to make a call FROM United Kingdom – to Manchester, NH, you would dial 1-603 xxx-xxxx.

How do I contact Customer Service?

To contact Customer Service regarding account information or to sign up, please dial 1-877-7FONECA.

Can a 900 number be called from the FonecaVoIP service?

No. The FonecaVoIP service, by default, blocks access to most pay-per-call services, such as 900, 976, 550, 540, etc.

Are special dialing codes needed to use the FonecaVoIP service?

No. Special dialing codes (such as “10-10”) are not needed to use this service.

How retrieve my FonecaVoIP numbers if I forget them?

To find out the phone number, simply dial 100 on the phone/soft phone.

Does the FonecaVoIP service support 800 numbers?

Yes. An 800 and other “toll free” numbers can be dialed from the FonecaVoIP service.

Is it possible to change phone numbers after the service is ordered?

Yes. Phone numbers can be changed by contacting Customer Service at 1-877-7-FONECA (366322) or emailing us at sales@Foneca.com. A non-recurring service charge may apply.

If you originally request new numbers but would like to port over your old number - is that possible?

Yes. To keep an existing phone number simply contact Customer Service at 1-877-7FONECA (366322). Subsequent to initial activation, a non-recurring service charge may apply.

What is a Remote Number?

It is a cost-effective way of adding a secondary line in another area code that transports or “forwards” the call to a primary line. It allows the end users to have a phone number in a city outside their local calling area.

Is there a limit to the number of Remote Numbers I can have?

Effectively no, but within reason, as numbers are a scarce resource.

Can I have a Remote Number without having a primary VoIP number?

No. In order to have a Remote Number you must have an account powered by FonecaVoIP, which includes a primary number in your primary area code.

Can outgoing calls be made from a Remote Number?

No. A Remote Number is only able to receive incoming calls. All outgoing calls will be routed from the primary number.

If I have a Remote Number in a certain calling area, will the calls made to that calling area be local calls?

No. Remember all outgoing calls are routed through the primary number and are subject to the terms of the calling plan, so wherever the number is located is where the call will be rated.

Are minutes charged for Remote Numbers?

No. Remote Numbers are only for incoming calls and there are no charges for incoming calls.

In what areas are Remote Numbers available?

Please check our Number Availability Map for current coverage. However, since new areas are added frequently, please contact a FonecaVoIP representative for updated service areas.

Can I view my information online?

Yes. We will provide you with the tools needed to manage your account online. You will be able to log on to a customized site to review and manage most of yours service needs. My Account allows you to check/manage voicemail, view call detail records in near real time, view billing and payment history in addition to managing many of your calling features.

What is needed to use the FonecaVoIP Service?

• Broadband Internet connection (download speed of 72 kbps or greater)
• Either an IP phone or a VoIP adapter for use with a traditional phone (IP phone works with PC or Mac). A VoIP adapter is required to hook up a traditional phone to the broadband connection. VoIP adapter is NOT required for Soft VoIP (calls are conducted over your compute.

Is special equipment needed?

Yes. Your customers will need either an IP phone or a VoIP adapter. The IP phone will replace an existing phone whereas the VoIP adapter will allow users to hook up a traditional phone to the broadband connection.

Can a home gateway, router, NAT or firewall be used with the FonecaVoIP service?

Yes. However, the firewall needs to be able to act as a SIP application gateway. This is not a common function of most firewalls. An alternative is to have the IP phone or adapter sit between the broadband connection and the firewall. They will share the public address of the firewall. All non-VoIP packets received from the WAN will automatically be forwarded to the firewall.

Is there a difference between using a DSL or cable modem with this service?

No. The only requirement is the speed of the connection. The broadband service must provide a connection speed in both directions of at least 72 Kbps.

Is a static IP needed to use this service?

No. It is not necessary to have a static IP. We will configure the VoIP equipment to work with you broadband service.

Can existing phone(s) be used?

Existing phones can be used with a VoIP adapter.

What are the bandwidth requirements for this service?

The broadband service must provide a connection speed in both directions of at least 72 Kbps.

Can this service be used with a dial-up connection?

Technically a dial-up connection could be used if the connection speed is at least 72 Kbps in both directions. However, we cannot guarantee top quality using less than a broadband connection.

Can I use IP phones or ATA adapters other than the ones offered with your plan?

Yes. You may choose from any of the approved equipment. Our equipment has been specially programmed to communicate between our service and your broadband provider. All equipment must be pre-programmed.

If using a broadband connection with only one network connection, does the computer have to be disconnected to use the FonecaVoIP service?

No. The IP Phone or Adapter will plug into the broadband connection and the computer will then be plugged into the IP Phone or Adapter.

Does FonecaVoIP service work over satellite Internet connections?

Technically, a satellite Internet could be used if the speed of the connection is at least 72 Kbps in both directions. However, we cannot guarantee top quality service and performance using less than a broadband connection.

Does FonecaVoIP support FAX machines or modems?

At this time the service does not support FAX machines or modems. In addition, the service is not guaranteed to work with remote alarm systems.

What happens if I cannot get a dial tone?

Check to see that all that all of the connections are installed correctly. If there is still a problem, contact our Technical Support

What can be done about poor audio quality when placing or receiving calls over the FonecaVoIP service?

Generally, poor audio quality is related to the speed of the Internet connection. If the connection speed is less than 72 Kbps one can expect to experience some reduction in audio quality. If running at a speed above 72 Kbps and have consistently poor quality, contact our Technical Support.

Why my incoming calls not ring?

First of all, check to see that all of the connections are correct. Secondly, make sure that the volume on the phone is turned up. If they still do not have a ring on incoming calls, contact our Technical Support.

Does FonecaVoIP charge any additional taxes, charges or monthly fees on top of the monthly service charge?

Taxes are based on state and Federal requirements, including, but not limited to sales tax, state and Federal communications excise taxes, and Federal and/or state Universal Service Fund contributions. Only those taxes that are required by law will be added to the monthly service charge..

Is there a fee if I want to cancel my service?

There is a $25 disconnect fee if you cancel the service within the first 6 months.

How can I view my FonecaVoIP bill?

Through your custom Account Management system, you can view your billing information based upon your pre-set calling plans as well as your international long distance charges.

May I buy the equipment from you or can I lease it?

You can lease the equipment for $4.95 per month or you can buy it from us directly.

May I return the phone equipment for a refund?

If you lease the equipment, you have to return if you choose to terminate the service with us. All returned equipment must be in the original packaging with the UPC or bar code intact. All components, manuals and registration card(s) must be included. Equipment must be returned with a valid return authorization number obtained from FonecaVoIP customer care. User is responsible for the cost and risk of return shipping of equipment. To obtain a return authorization number, User must contact billing@Foneca.com or 1-877-7FONECA

If you purchased it, the equipment may not be returned without prior approval from FonecaVoIP.

Is there a risk free option?

Sure, we offer 14 days RISK FREE OPTION. You can test our service for 14 days and cancel it for a full refund. We will refund all charges (activation, cancellation and any monthly fees if there are any) if you are not satisfy with our service. You will be only responsible for shipping charges to you and from you and for any calls you place outside the unlimited area.

Shipment and conditions?

If you receive cartons and/or Devices that are visibly damaged, you must note the damage on the carrier's freight bill or receipt and keep a copy. In such event, you must keep the original carton, all packing materials and parts intact in the same condition in which they were received from the carrier and contact FonecaVoIP customer care department immediately. To obtain a return authorization number, you must contact FonecaVoIP customer care department.

What charges are included in my monthly bill?

Using Foneca, you save money and your service is packed with many free features.

Each month you will see only the following charges:

• Monthly Service Fee - Amount varies based upon your rate plan.

• Overage Charges - Minutes in excess of those included with your rate plan. (If applicable)

• International Calls - Calls placed to international locations. (If applicable)

• Universal Service Fund - Amount varies based upon your total calls charges.

• Federal Excise Tax - Amount varies based upon your total calls charges.

• 5% MA State sales Tax - Applies only to customers with a Massachusetts billing address.

• Massachusetts 911/Disability Access Fee - $0.85

Why my first month bill shows double charges and credits?

Your first month bill represents the total monthly charge (including activation and mailing fees). Since we already charge you for those fees during your registration we credit them back.

You first month service fees are prorated base on the activated day of the service.

How often am I billed?

We bill you each month on the first date of the month.

What should I do if my credit card is declined?

You will be notified by email if your monthly credit card payment is declined.

If payment is not made within ten days of the initial email, your account will be suspended. You will not be able to place or receive any calls or retrieve your voicemail messages until a payment is made.Your service will be reactivated when your payment is processed successfully.

Can I get a paper bill?

No. We keep your costs low and functionality high by providing you with online billing. You can always print copies of your bill and keep them for your own records.


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