WELCOME to
Welcome to Wi-Power Service Thank you for choosing Wi-Power Service! This booklet includes important information to better acquaint yourself with Wi-Power Service. Features: Wi-Power Service offers many great features including: call waiting, voicemail and caller ID. For a complete list of features and instructions on how to use them, please go to page 11. Important Information about 911 Service: Please be aware that 911 Service works differently for digital phone customers. Detailed information is available at: http://www.wi-power.com/911.html Access your Account Information: Wi-Power Service offers AMP (Account Management Portal). AMP allows you to view call detail and account information at your convenience. AMP can be accessed at: http://phone.wi-power.com Technical Support: For technical support, please contact the Wi-Power Technical Support team at 1-877-877-6861, option #3. Technical support is available 24 hours per day, 7 days per week. Other Customer Service Inquiries: For non-technical inquiries, please contact our Customer Care Department at 1-877-877-6861, option #2 or dial 611 from your digital phone. Customer support is available Monday Friday, 5:00 am 7:00 pm MST, and Saturdays from 5:30 am 2:00 pm MST. Thank you for choosing Wi-Power Service. Sincerely, Wi-Power Customer Care Services provided by TransWorld Network, Corp. 1
Quick Set-up Guide One Wired Computer Verify equipment. Pigtail Cable Existing Internet Router Digital Phone Adapter Unpack phone adapter. Unplug the black Ethernet cable from your existing router. Currently, the black Ethernet pigtail cable is plugged into the Internet port on your existing router. Please unplug this cable. Plug the pigtail cable into the blue port labeled INTERNET on the new phone adapter/router. Plug the Ethernet cable into the phone adapter. Plug the (blue) Ethernet cable that came with your adapter into the yellow Ethernet port on the phone adapter/router. Plug the other end of the (blue) Ethernet cable into the Ethernet port on your computer. (continued on next page) 2
5 Plug the phone cord into the adapter. Plug the phone cord into the port labeled, Phone 1 on the adapter/router. 6 Check for a dial tone. Please allow up to one minute to hear a dial tone on your phone. 7 Pack up router. You will no longer need the existing router. You may safely pack this up and return it in the postage-paid return envelope included in the shipment. Technical Support 1-877-877-6861 www.wi-power.com 3
Quick Set-up Guide Multiple Computers or a Wireless Network CALL TWN TO HELP SET UP YOUR DIGITAL PHONE. Technical support will configure your adapter/router before it is sent to you. If your current router is set-up for remote access, we will be able to make the necessary configuration adjustments remotely. This must be done before disconnecting any equipment. TWN Technical Support - 1-877-877-6861 REMEMBER: NEVER PUSH THE RESET BUTTON ON THE ROUTER Verify equipment. Pigtail Cable Existing Internet Router Linksys Router Digital Phone Adapter Power OFF all equipment. Unplug the black Ethernet cable from your existing router. Currently, the black Ethernet pigtail cable is plugged into the Internet port on your existing router. Please unplug this cable. Plug the pigtail cable into the blue port labeled INTERNET on the new phone adapter/router. 5 Plug the Ethernet cable into the phone adapter. Plug the (blue) Ethernet cable that came with your adapter into the yellow Ethernet port on the phone adapter/router. Connect the other end of the (blue) Ethernet cable into Port 1 on the router. (continued on next page) 4
6 Plug the power cord into the adapter/router. 7 Plug the phone cord into the adapter. Plug the phone cord into the port labeled, Phone 1 on the adapter/router. 8 Verify all the equipment is plugged into power. 9 Check for a dial tone. Please allow up to one minute to hear a dial tone on your phone. 10 Check computer for Internet connectivity. Technical Support 1-877-877-6861 www.wi-power.com 5
SINGLE LINE - Optional Home Wiring Do-It-Yourself Guide Use this guide if you have a single phone line coming into your home that you are going to switch to Wi-Power Service This guide is optional and not necessary to activate your service. If you have two phone lines coming into your home and you want to switch only one of them to Wi-Power Service, see the document for two phone lines.! IMPORTANT These instructions will work for most home wiring configurations. If your jacks are not functioning correctly after following these instructions, contact a qualified service technician to rewire your jacks. TWN recommends connecting no more than five telephones to your Wi-Power Service. Legal Disclaimer: TWN MAKES NO EXPRESS WARRANTY REGARDING THE INSTRUC- TIONS BELOW, THE SERVICES OR EQUIPMENT OR ANY INSTALLATION SERVICE AND DISCLAIMS ANY IMPLIED WARRANTY, INCLUDING ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TWN ALSO MAKES NO WARRANTY THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE. TWN DOES NOT AUTHORIZE ANYONE, INCLUDING, BUT NOT LIMITED TO, TWN EMPLOYEES, AGENTS OR REPRESENTATIVES, TO MAKE A WARRANTY OF ANY KIND ON OUR BEHALF AND YOU SHOULD NOT RELY ON ANY SUCH STATEMENT. IN NO EVENT WILL TWN CORPORATION OR ITS SUPPLIERS OR DISTRIBUTORS BE LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE OR INDIRECT DAMAGES (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS) REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE) ARISING OUT OF THE INSTALLATION WORK PERFORMED BY YOU, OR BY THIRD PARTIES, INCLUDING, WITHOUT LIMITATION, ANY WIRING OR OTHER WORK ASSOCIATED WITH ENABLING Wi-POWER DIGITAL PHONE SERVICE OR CREATING EXTENSIONS THERETO, EVEN IF TWN CORPORATION OR ITS AUTHORIZED REPRESENTATIVES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. BECAUSE SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. IN SUCH STATES, TWN CORPORATION S LIABILITY IS LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW. *Wi-Power services provided by TransWorld Network, Corp. When to Use This Guide Use this guide if: IMPORTANT If your phone You have a single phone line coming into your home on which jacks are not in correct. working order, you should you previously received local phone service (or your home was contact a qualified service pre-wired during construction and you have not yet set up local technician to rewire your phone service) and you connect to the Internet using Wi-Power jacks. equipment. You want to change all phone jacks in your home to work with Wi-Power Service. All your phone jacks are in correct working order. You have a standard Network Interface Device (NID). If you live in a multiple-dwelling unit, contact your building supervisor for permission prior to rewiring your phone jacks. NOTE: If you prefer to use an expandable cordless telephone system with multiple cordless handsets, and your Wi-Power Service, you do not need to use this guide.! Step 1: Locate NID Step 2: Identify and Unplug Phone Line i ii LINE 1 Locate your telephone Network Interface Device (NID). This is usually a grey, black, or green plastic box on the outside of your home where telephone service enters. It may also be in your basement or garage. A Open the customer side of your NID (i). You should see one or more phone lines plugged into phone jacks (ii) and/or one or more sets of wires connected to terminals (iii); these are the phone lines coming into your home. If you have one phone line there will likely be only one connection. iii OR LINE 1 B Unplug the phone line for your home s primary line (ii), or if no plug is present, remove the red or green wire or the white/blue or blue/ white wire from its terminal (iii). (continued on next page) 6
Step 2: Identify and Unplug Phone Line iv C Verify the line is disconnected by checking to see there is no white noise or dial tone on a phone plugged into a jack for that line (iv). Step 3: Tape Off and Label Wires i! ATTENTION Do not reattach this plug/wires. It may damage inside VoIP equipment. A Once you have confirmed this is the correct line, leave the phone plug disconnected (or if there is no plug, remove both wires from their terminals). B Wrap black electrical tape around exposed connections (if you removed wires from terminals, be sure to wrap each exposed connection SEPARATELY), and attach a label to unplugged wires (i). This will warn technicians not to mistakenly reconnect the plug.! ATTENTION: Do not reattach this plug /wires. It may damage inside VoIP equipment. You may cut out and use the tag above to label your taped-off wires. Step 4: Connect Adapter/Router to Phone Jack i Step 5: Connect Phones i Plug the phone jack on the back of your Adapter/Router into a wall phone jack (i). The jack on your Adapter/Router could be labeled 1, Phone1 or VoIP1. A Ensure all phones you want to use with your Wi-Power Service are plugged into wall phone jacks (i). ii B Test your phones by listening for dial tone in each, and ensuring you can place and receive calls on each (ii). If one or more of your phone jacks are not working, we recommend contacting a qualified service technician. 7
MULTI LINE - Optional Home Wiring Do-It-Yourself Guide Use this guide if you have a two or more lines coming into your home that you are going to switch to Wi-Power Service This guide is optional and not necessary to activate your service. If you have a single phone line coming into your home and you want to switch it to Wi-Power Service, see the signle line phone guide.! IMPORTANT These instructions will work for most home wiring configurations. If your jacks are not functioning correctly after following these instructions, contact a qualified service technician to rewire your jacks. TWN recommends connecting no more than five telephones to your Wi-Power Service. Legal Disclaimer: TWN MAKES NO EXPRESS WARRANTY REGARDING THE INSTRUC- TIONS BELOW, THE SERVICES OR EQUIPMENT OR ANY INSTALLATION SERVICE AND DISCLAIMS ANY IMPLIED WARRANTY, INCLUDING ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TWN ALSO MAKES NO WARRANTY THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE. TWN DOES NOT AUTHORIZE ANYONE, INCLUDING, BUT NOT LIMITED TO, TWN EMPLOYEES, AGENTS OR REPRESENTATIVES, TO MAKE A WARRANTY OF ANY KIND ON OUR BEHALF AND YOU SHOULD NOT RELY ON ANY SUCH STATEMENT. IN NO EVENT WILL TWN CORPORATION OR ITS SUPPLIERS OR DISTRIBUTORS BE LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE OR INDIRECT DAMAGES (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS) REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE) ARISING OUT OF THE INSTALLATION WORK PERFORMED BY YOU, OR BY THIRD PARTIES, INCLUDING, WITHOUT LIMITATION, ANY WIRING OR OTHER WORK ASSOCIATED WITH ENABLING Wi-POWER DIGITAL PHONE SERVICE OR CREATING EXTENSIONS THERETO, EVEN IF TWN CORPORATION OR ITS AUTHORIZED REPRESENTATIVES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. BECAUSE SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. IN SUCH STATES, TWN CORPORATION S LIABILITY IS LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW. *Wi-Power services provided by TransWorld Network, Corp. When to Use This Guide Use this guide if: You have two or more phone lines coming into your home on which you previously received local phone service (or your home was pre-wired during construction and you have not yet set up local phone service). You want to change the phone jacks for one of these phone lines to work with Wi-Power Service. All your phone jacks are in correct working order. You have a standard Network Interface Device (NID). If you live in a multiple-dwelling unit, contact your building supervisor for permission prior to rewiring your phone jacks.! IMPORTANT If your phone jacks are not in correct working order, you should contact a qualified service technician to rewire your jacks. Note: It is important that you install and activate your Router and ensure your service is working prior to scheduling a service technician visit. NOTE: If you prefer to use an expandable cordless telephone system with multiple cordless handsets, and your Wi-Power Service, you do not need to use this guide. Step 1: Locate NID Step 2: Identify and Unplug Phone Line i Locate your telephone Network Interface Device (NID). This is usually a grey, black, or green plastic box on the outside of your home where telephone service enters. It may also be in your basement or garage. A Open the customer side of your NID (i). You should see several phone lines plugged into phone jacks (ii) or several sets of wires connected to terminals (iii); these are the phone lines coming into your home. (continued on next page) 8
Step 2: Identify and Unplug Phone Line ii iii LINE 2 LINE 2 OR LINE 1 LINE 1 B Identify the phone line for the jacks to change. They may be labeled, or you may need to disconnect each and check your phone handsets. (Note: primary lines are usually green and red or blue/white and white/blue; secondary lines are usually black and yellow or orange/white and white/orange). Once you have identified the correct line, disconnect it. To disconnect a line, unplug the wire for that line (ii) or if no plug is present remove the wires from the terminal (iii). Step 3: Tape Off and Label Wires! ATTENTION: Do not reattach this plug/wires. It may damage inside VoIP equipment. You may cut out and use the tag above to label your taped-off wires. ii ATTENTION: Do not reattach this plug/wires. It may damage inside VoIP equiment.! i B A Verify that you disconnected the correct line by picking up a handset plugged into it and checking to see that there is no white noise or dial tone (i). Leave the phone plug disconnected (or if there is no plug, confirm you removed both wires from their terminals). Wrap black electrical tape around exposed connections (if you removed wires from terminals, be sure to wrap each exposed connection SEPARATELY), and attach a label to unplugged wires (ii). This will warn technicians not to mistakenly reconnect the plug. Step 4: Connect Router to Phone Jack i A In the room with your Router, identify a jack that is wired to work with the changed line ONLY. Many jacks are wired for two phone lines, and if you have one of these jacks you will need to purchase a telephone line splitter (i) to separate Line 1 and Line 2 (if you use both lines on a two-line phone and have a single phone cord plugged into the wall, then that jack is wired for two lines). You must not plug your Router into a jack wired for two lines. B ii Once you have identified a wall jack that works with the changed phone line only, plug the phone jack on the back of your TA/Router into this jack (ii). The jack on your Router could be labeled 1, Phone1 or VoIP1. (continued on next page) 9
Step 5: Connect Phones i A Ensure all phones you want to use with your Wi-Power Service are plugged into phone jacks wired to the changed line (i). You can also plug a dual line phone into any dual line jacks you may have. Line 1 should work with your current local telephone line and Line 2 should work with your Wi-Power Service (or vice versa). ii B Test your phones by listening for dial tone on each, and ensuring that each rings appropriately when calls are placed to your current local phone line and your Wi-Power Service line (ii). If one or more of your phone jacks are not working, we recommend contacting a qualified service technician. 10
Features Guide Residential Telephone Star Codes CODE * 3 0 * 3 1 DESCRIPTION Call Forwarding Enable/Disable Call Handling Status INSTRUCTIONS Forward to an extension in your account or a phone number Hear call forwarding status & other call handling features * 3 6 Voicemail Access voicemail box & other features * 6 7 Block Caller ID Blocks the caller ID for the call * 6 9 Call Return Calls the last inbound caller * 7 0 Disable Call Waiting Disable the call waiting on this call Hook / Flash Call Waiting Answers a second incoming call while placing the first call on hold 4 1 1 411 Service Calls 411 information service 6 1 1 Technical Support Calls Wi-Power Technical Support 9 1 1 Emergency 911 Service Calls emergency 911 service Technical Support 1-877-877-6861 www.wi-power.com 11
FAQs How is Wi-Power Service different from what I have now? Wi-Power Service uses your high-speed Internet connection to make and receive phone calls instead of traditional copper phone lines. Will my phone calls sound different? There should be no difference in the sound quality of calls made using Wi-Power Service. How fast does my Internet connection need to be? We recommend at least a 512k/512k plan if you will be using it for phone service as well. If you currently have a plan with lower speeds, you can upgrade to a higher speed at any time. Call 1-877-877-6861 for assistance. Can I keep my existing telephone? All existing phones except the older rotary style telephone will work with Wi-Power Service. Will I be able to keep my phone number? Often times, yes, but our Customer Service department can tell you for sure based on where you live. Call 1-877-877-6861 for details. What if I have friends and family out of state? Can I give them a local number to call me? Yes! One of the great features of Wi-Power Service is that you re not tied down to a single area code. For a small fee each month, you can give out-of-state friends and family a local number to call. For example, if you live in Arizona and you have family in Florida, you can add a Florida virtual number to your plan. That way, when Florida family members call you in Arizona, it will be a local call for them! Does my computer have to be on to make calls? No. Your computer does not need to be turned on to make or receive a telephone call using Wi-Power Service. Do I need to purchase any additional equipment? All you need for Wi-Power Service is a phone and a high-speed Internet connection. When you order phone service, you will receive an ATA (Analog Telephone Adapter). The ATA converts your analog phone into a digital phone. Simply plug the ATA into your phone and your router and you re ready to go! What happens if I lose electricity? If you lose power you will not be able to make or receive calls unless you have your phone equipment plugged into a battery device. You can purchase a battery from us for $50.00 or purchase your own. (continued on next page) 12
What happens if my Internet service is terminated or disconnected? Wi-Power Service works by using a broadband Internet connection. If the connection is terminated or shut down for any reason, your phone service will not work. How does 911 work? For 911 calls you must register with us the physical location where you will utilize Wi-Power Service for each phone line. Also note that if you move your device to another location, you must register your new location with us as well. If you do not register your new location, any 911 call you make may be sent to an emergency center near your old location. You will register your initial location of use when you subscribe to the Service. It s also important to remember 911 dialing service will not function in the event of a broadband or power outage, or if your broadband, ISP or Wi-Power Service is terminated. For more details about 911 service, please call 1-877-877-6861 or visit www.wipower.com/911.html Will my security system work with digital phone service? Many security systems work with Wi-Power Service, but you need to contact your security system company to make sure. Also remember that Wi- Power Service will not work in the event of a power outage, which also may affect your security system. Will my number still be in the phone book? Yes, your number will appear as it does now, or you can make changes to your directory listing, if desired. If you would like your number to be unlisted, there is a $0.99 monthly charge for this service. 13
No Dial-Tone Troubleshooting Tips Make sure you have an active Internet connection. Verify your phone and Internet cable connections are secure. Power off the phone adapter for one minute, then power it back on. Voice Echos During Conversation Echo is when you hear your own voice repeating itself in your phone. There are two main causes for an echo: 1. The analog phone (you or the other caller are using) is producing the echo. 2. Using a speakerphone in a room, which is not built for sound dampening. If you notice an echo with everyone you talk to, replace your phone or headset. If the echo only occurs with certain individuals, then it is being caused on their end. Poor Voice Quality If your phone calls have interference that cuts the conversation in and out, or voices are sounding robotic, then try one of the following to resolve. 1. Test Internet quality by running a Speedtest. Ensure you are sending and receiving data at speeds you were quoted. 2. Power off the adapter and router for 1 minute. Turn back on and test a call. 3. Check all cable connections for loose ends. 4. If using a router not provided by TWN, ensure the firewall allows VoIP traffic and verify that VoIP traffic is set as priority. Able to place outgoing calls, but not able to receive incoming calls This may be caused by an incorrect setting in Account Management Portal (AMP). 1. Log into AMP at http://phone.wi-power.com. Go to the Account Management drop down menu and select Lines. Select edit on the phone line you wish to change. 2. If call forwarding is enabled, verify it is being directed to the correct extension or phone number. 3. Check the setting for the number of seconds the line will ring. This should be set high enough to ensure calls ring through to your phone. Voicemail Questions How do I access voicemail from home? Pick up your extension and dial * 3 6. How do I access my voicemail away from home? Dial your phone number. When your voicemail picks up, press # (pound), then enter your Pin number, followed by the # key. How do I change my pin number? Log into AMP. On the home page, enter new pin in the Set pin field and Save. How do I disable Voicemail to use my own answering machine? Log in to AMP. Go to the Account Management drop down and select Lines. Select edit on the phone line you wish to change. Change the voicemail setting to never and hit Save on the bottom of the page. For further assistance, contact Technical Support at 1-877-877-6861 14
Corporate Headquarters: TransWorld Network, Corp. 255 Pine Avenue North Oldsmar, Florida 34677 Customer Service: 800-950-3015 Technical Support: 877-877-6861 Fax: 800-466-4234 customersvc@twncorp.com www.wi-power.com BK-VOIP rev. 1111