Digital Voice FAQs

What is Home Telecom Digital Voice service?

Home Telecom Digital Voice is an IP-enabled voice service that is managed over Home's private network to provide you with high-quality voice services with the features and clarity that you would expect from traditional phone service.

How is Home Telecom Digital Voice service different from the traditional phone service I have had in the past? back to top

Home Telecom Digital Voice service uses our advanced broadband network to provide you with high-quality voice services where traditional telephone service is provided over a copper network.

Because of technology differences with Digital Voice service, compared to traditional telephone service, there are circumstances in which E911 service may be unavailable or limited. Please see the 911 FAQs to view the instances where 911 may be unavailable.

Is Home Telecom Digital Voice a VoIP service? back to top

Voice over Internet Protocol (VoIP) is a technology used to transmit voice calls over a data network. While Home's Digital Voice is an IP-based service, it is unlike other VoIP providers’ service in that it is managed over Home's private broadband network while most VoIP service providers use the public internet to transmit your calls. This ensures call clarity and quality you cannot expect from other VoIP providers

What is an eMTA? back to top

An eMTA (Embedded Multimedia Terminal Adaptor) is a special device that can deliver Voice and high-speed internet services.

Do I need a special phone for Digital Voice service? back to top

No. Any standard touch-tone phone will work with Digital Voice service.  Also, answering machines and Caller ID display equipment will work with Home's Digital Voice.

Do I have to buy any additional equipment to use Digital Voice? back to top

No. There is no additional equipment to buy as long as you have a telephone in your home.

How many phone lines can I get with Home Telecom Digital Voice service? back to top

You can have up to two lines with Home Telecom Digital Voice service.

Do I have to subscribe to other Home services in order to get Digital Voice service? back to top

No, you do not have to subscribe to any of Home’s other services in order to subscribe to Digital Voice service.

Do I have to keep my Digital Voice eMTA turned on for my Digital Voice service to work? back to top

Yes. You must leave this device turned on at all times for your home phone service to work.

Can I keep my existing telephone number? back to top

Yes, with Home Telecom Digital Voice you have the flexibility to keep your existing phone number or get a new number within your local service area.

Why am I still receiving bills from my old phone carrier when I have been installed with Home's Digital Voice service? back to top

You may have switched phone service during the middle of your billing cycle with your former phone company. Based on this, the carrier will send you a bill for the last days that you had service in order to close your account. Check the billing dates on the bill from the other provider. It is likely that the bill you received is a final bill to close the account. Please note that you will be held responsible for any billing with your previous provider up to the date your Home Telecom Digital Voice service is activated.

If you received a new telephone number from Home, you need to call your former telephone company to cancel your former phone service. If you did NOT call your former phone company to cancel your phone service, you may be receiving bills from your former phone company because they still consider you an active customer. Please call your former phone company to cancel your service.

Can I move my eMTA from one home to another? back to top

No. Our Digital Voice Terms and Conditions prohibit you from moving your phone-enabled cable modem to a new address. If you would like to establish service at a new address, you must contact Home Customer Service at 888-746-4482.

What is E911? back to top

E911 service delivers address-specific (versus phone number-only) call-back information to public service answering points (PSAPs) whenever someone makes an emergency call to 911. This enables emergency personnel to be dispatched to the scene even if the caller is unable to speak or if the call is suddenly disconnected.

Does Home provide E911 with their Digital Voice service? back to top

Yes. In the event of an emergency dial 9-1-1. Home's E911 service will connect you quickly to emergency services and automatically transmit your address and telephone number.

Are there 911 limitations with Home's Digital Voice service? back to top

Because of technology differences with Digital Voice service, compared to traditional circuit-based telephone service, there are circumstances in which E911 service may be unavailable or limited. These circumstances include, but are not limited to:

• Relocation of your eMTA without registering your new address

• Broadband connection failure

• Loss of electrical power *

• Disconnection of your service due to non-payment

*Home offers a battery backup with its Digital Voice service which should power the eMTA for up to 8 hours in the event of a power outage at your home. It is important to keep in mind that cordless telephones will not work during a power outage; therefore, you may want to have a telephone that does not plug into an electrical outlet.

What should I do with the 911 warning stickers I received? back to top

The FCC has required Home Telecom to provide labels that provide information regarding Digital Voice 911 service. You should place these stickers on or near the phones used in your home. If you would like additional stickers please contact Customer Service at 888-746-4482.

How can I confirm that Home Telecom has the right E911 information for me? back to top

You may verify your E911 address is correct by going to http://911.homesc.com. You will need to enter your HomeSC username and password to authenticate yourself.

If I relocated my Home Telecom Digital Voice service to a new address and did not inform Home Telecom but my service works, do I still need to contact Home Telecom to make sure the associated E911 information reflects my new address? back to top

Yes. If you have not affirmatively informed Home Telecom of the relocation of your Home Telecom Digital Voice service to a new service address, your 911 calls may be directed to the wrong emergency authorities or the wrong service address may be transmitted with your 911 call. These errors will occur even if you are otherwise able to make calls on Home Telecom Digital Voice.

What is 10-Digit Dialing? back to top

10-digit dialing means dialing the three-digit area code and seven-digit phone number when placing a local or extended local call, just like on a cell phone. All Home Telecom Digital Voice customers are required to dial 10 digits while placing calls to local numbers and extended local area numbers. You are required to dial 1+ the 10-digit telephone number for all long distance (toll) calls. 10-digit dialing will allow you to easily return missed calls logged on your home phone.

Why is Home Telecom requiring 10-digit dialing from the Digital Voice service? back to top

As a result of the rapid growth and high demand for phone numbers across the country the FCC is trying to enact measures to better conserve the amount of phone numbers available across the country for both landline and wireless carriers. Therefore, it is an industry recommendation that dialing patterns nationwide evolve to 10-digit dialing. Home has chosen to design our Digital Voice network with a 10-digit dialing scheme in order to be prepared for the likely inevitability that 10-digit dialing will become a nationwide requirement by the FCC in the future.

What else could possibly be affected by 10-digit dialing? back to top

All pre-programmed services and equipment such as life safety systems, fax machines, internet dial-up numbers, alarm and security systems, gates, speed dialers, contact lists, call forwarding settings and voicemail services that are programmed with a 7-digit telephone number will need to be reprogrammed to use the new dialing procedure.

Will my monitored security system work with Digital Voice service? back to top

Digital Voice does support most modern home security systems that use tone dialing and standard data protocols. Home Telecom does not guarantee that the Home Telecom Digital Voice (including, without limitation, the feed between the alarm panel and the Home Telecom supplied eMTA) will be uninterrupted, or compatible with each and every make or model of home security system. We recommend that you test the proper operation and communication aspects of your security system before and after your installation of Digital Voice service.

Is Home Telecom Digital Voice service more prone to outages and poor quality, which can affect my security system? back to top

No. Home Telecom Digital Voice will provide you with the same degree of reliability and quality as you expect from any voice service provider. Unlike many other VoIP providers, Home's Digital Voice is managed over our private IP network, not the public internet so quality is assured.

When do I need to contact my security company to test my system? back to top

Home Telecom advises that you contact your security company prior to your Home Telecom Digital Voice service installation. Please provide the date and time of your install so your home security company can arrange to check the status of your security system the same day. We also recommend that you test your security system after making any major change to your telephone service.

Is there any equipment with known compatibility issues? back to top

Yes. The following list of equipment is known to have a high probability of errors with Home Telecom Digital Voice service:

Telephones

Southwestern Bell GH4102

Telephone/Caller ID Units

AT&T 5830

GE 21018GE3

GE 21018GE3 (w/answering machine

Memorex MPH3388

Motorola MD700 Series

Motorola MD751

Motorola MD 761 (w/ answering machine)

MD70

Uniden DXAI5188-2 (w/answering machine)

• Caller ID with Call Waiting functions properly
• User may hear additional tones and signals after the call waiting indicator tone
• This is normal for some Uniden phones

Uniden EXI5160

• Caller ID with Call Waiting functions properly
• User may hear additional tones and signals after the call waiting indicator tone
• This is normal for some Uniden phones

Uniden DXI386-2

• Caller ID with Call Waiting functions properly
• User may hear additional tones and signals after the call waiting indicator tone
• This is normal for some Uniden phones

Fax Machines

Hitachi Omni Fax HF18TME

*There may be other equipment brands or models that are incompatible with the Home Telecom Digital Voice service.

What if I don't have a dial tone or cannot break the dial tone? back to top

If you have no dial tone, cannot break the dial tone, or are experiencing any other type of service condition with your telephone line, please try the following steps:

1. Check all the phones in your home for dial tone. Make sure that all phones are on the hook and that cordless phone batteries are charged.
2. If the lights are off on your eMTA, make sure it is plugged into a working power outlet. If it is plugged into a grounded outlet (3-prong with circuit breaker buttons), make sure the reset button is depressed. Check your circuit box to make sure none of the breakers are tripped. Make sure the power cord is snugly plugged into the modem and outlet.
3. If the lights are on, but there is no dial tone, plug a phone directly into the back of the eMTA to see if you can get a dial tone.
4. If you are still unable to get a dial tone, please contact Home Telecom Repair Line at 888-746-4482.

What if I cannot receive any calls? back to top

If you are unable to receive any calls, please try the following steps:

1. Check the ringer on your phone to make sure it is turned on.
2. If the phone rings a half ring on incoming calls, Call Forwarding may be activated. Dial *73 to deactivate Call Forwarding.
3. Try to plug a working corded phone into different jacks to find out if the issue is isolated to one phone or jack.
4. If you are unable to both make and receive calls, please review the troubleshooting tips for no dial tone.
5. If you are still unable to receive calls, please contact the Home Telecom Repair Line at 888-746-4482.

What if I cannot make any calls? back to top

If you are unable to make any calls, please try the following steps:

1. Try to plug a working corded phone into different jacks to find out if the issue is isolated to one phone or jack.
2. If you are calling a local number, confirm you are dialing the area code and the number.
3. If you are calling an international number, confirm you are using the appropriate dialing pattern.
4. If you are calling out of your local calling area, confirm that you are dialing 1, then the area code and the number.
5. If you are unable to both make and receive calls, please review the troubleshooting tips for no dial tone.
6. If you are still unable to make calls, please contact the Home Telecom Repair Line at 888-746-4482.

What if I cannot make long distance calls? back to top

If you can make local calls, but are unable to make long distance calls, please check the following:

1. If you are calling an international number, confirm you are using the appropriate dialing pattern.
2. If you are calling out of your local calling area, confirm that you are dialing 1, then the area code and the number.
3. If you are still unable to make long distance calls, please contact the Home Telecom Repair Line at 888-746-4482.

What should I do if I experience poor call quality? back to top

Please contact the Home Telecom Repair Line at 888-746-4482 if you are experiencing call quality issues, including: static, interference, echo and calls cutting in and out.

What can I do if my caller ID is not working properly? back to top

If your caller ID box is not displaying the name and phone number of the caller, please review this list for possible causes:

1. Check that the batteries are good and that the Caller ID unit is plugged in correctly.
2. Is the problem happening with one unit, or multiple units? If one unit, try plugging the unit into a different jack.
3. The caller may have blocked their outbound Caller ID information.
4. The caller may be calling from out of your local service area (long distance), or from a cell phone.
5. Try to reset the power to all units by unplugging them, or removing the batteries for five minutes.
6. The Caller ID unit may be defective.
7. If your Caller ID unit is not showing the information of an incoming caller while you are on the phone, your Caller ID box may not support this feature. Check the owner's manual for your Caller ID unit and review the available features.
8. If none of the above are the cause of your Caller ID not working, please contact the Home Telecom Repair Line.