Digital Phone FAQs
Does 911 work with Digital Phone?
Digital Phone service from Consolidated Communications does provide 911/ E911 service. When 911 is dialed
from your Digital phone, you will be connected to emergency service in your area. Because Digital Phone is
based on Internet connectivity, you must have electricity or battery backup for 911/E911 to work.
NOTE: If you move your Digital Phone from the address of your initial installation, you must provide Consolidated Communications with the new address to ensure that 911 emergency personnel are dispatched to the correct location.
Will Internet access be available while I am on a call?
Yes. Digital Phone will not interfere with your Consolidated Communications High-Speed Internet service, so you can use the Internet and make calls at the same time.
Will I be able to watch TV while talking on the phone?
Yes. Consolidated Communications Digital phone will not interfere with your Consolidated Communications Digital TV, so you can watch TV and make calls simultaneously.
Will my Dial Up Internet service continue to work?
Digital Phone does not support Dial Up Internet access. You will need High-Speed Internet access from Consolidated Communications for your Digital Phone service to work.
What equipment do I need to use Digital Phone?
The device used to supply Digital Phone service at your home is called a Terminal Adapter. Consolidated Communications provides the Terminal Adapter free of charge and requires that it be returned if you discontinue your Digital Phone service.
Do I have to buy any additional equipment for Digital Phone service?
No. As long as you have a phone, you can make and receive calls. To use Caller ID, you will need Caller ID display equipment or a phone that is equipped with a Caller ID screen.
Do I need a special phone?
No. Any standard, touch-tone phone will work with Digital Phone from Consolidated Communications. It makes no difference whether it is a wall-mounted phone or a portable cordless phone. All types of standard, touch-tone phones can be used. To use features such as Caller ID name and number, you must have Caller ID display equipment or a phone equipped with Caller ID functionality.
Will my home security system work with Consolidated Communications Digital Phone service?
While Consolidated Communications does not guarantee the use of home security systems with Digital Phone service, many home security systems will function with Digital Phone service from Consolidated. Your security company will need to test the system following installation of Digital Phone. You may want to maintain a separate, landline phone line for your security system.
Will my answering machine still work?
Yes, but you may no longer need an answering machine! Digital Phone service from Consolidated Communications includes Voice Mail at no extra charge, and your Voice Mail will record and store messages when you are unavailable to answer the phone.
Will I have Caller ID?
Yes. Digital Phone from Consolidated Communications offers Caller ID, as well as Call Waiting and Caller ID for Call Waiting, absolutely free as part of the phone calling plan. To use this feature, you must have Caller ID display equipment or a phone with built-in Caller ID functionality.
How long will it take to schedule installation of Digital Phone?
We typically are able to schedule standard installation of Digital Phone within 7 to 10 business days of your service inquiry, depending on whether you obtain a new number or keep your existing one.
How long does it take to install Consolidated Communications Digital Phone service?
A typical standard phone installation takes approximately 45 minutes.
Does Consolidated Communications provide technical support?
Yes. Consolidated Communications provides complete technical support 24 hours a day, 7 days a week for all of our services. We have local support teams in all areas that we serve. To reach technical support for Digital Phone service, call 1.800.480.0080, Option 3.
How will I be billed?
You will receive one bill for all of your Consolidated Communications services, including your Digital Phone service. Your monthly phone charge will appear on the bill, including a daily summary of additional charges for Directory Assistance calls, other Operator Services, and any calls made to international locations. You also will be billed for local, state and federal taxes and any applicable regulatory fees and surcharges associated with your Digital Phone service, similar to those charged by traditional phone service providers.
Do I have to pay the entire monthly rate if I signed up for Digital Phone mid-month?
No. Your first bill will include a prorated charge for Digital Phone for the number of days left in your present month's billing cycle. The next bill will include the first full month's charge for Digital Phone, which is billed in advance.
What kind of taxes will I be charged?
All Consolidated Communications phone customers will pay applicable local, state and federal taxes. Of course, if you make calls to international locations, or use Operator Services or Directory Assistance, these calls also will incur applicable taxes based on usage.
In addition, your bill will include several regulatory fees that apply to your phone service. Currently the most common regulatory surcharges are:
- Enhanced 9-1-1 surcharge, which is a charge billed on behalf of the Public Safety Administration in the area in which you live to help provide 911 emergency services to your community.
- Federal and State Universal Service Fund charges that are used to ensure that phone services are widely available throughout the United States.
- Telecommunications Relay Service fee, which assists the hearing- and speech-impaired to communicate with providers of telecommunications services.
Can I make international calls?
Yes. Consolidated Communications disables international calling by default because most long distance fraud happens on international calling. To make international calls with your Digital Phone please call technical support at 1.800.480.0080, Option 3 and request that international calling be activated. There is no charge to have it activated, but you then will be responsible for any long distance charges incurred on your service.
How do I make an international call?
Simply dial 011, then the country code, city code and the number of the person or company you want to contact, just as you do now with other phone services.
When I travel, can I take my Terminal Adapter with me?
Yes, and your Digital Phone Service should work as long as you can find good broadband Internet access. Keep in mind that if you take the adapter off the Consolidated Communications network, we have no control over your call quality.
Also, please update your 911 address when you relocate your Terminal Adapter. This can be done in the Web Portal or by calling Technical Support at 1.800.480.0080, Option 3.
NOTE: 911 emergency personnel will go to the incorrect address if you do not update your address when you relocate your Terminal Adapter.
If there is a loss of electrical power to my home, will my phone service be lost too?
Yes. The Terminal Adapter provided with Digital Phone requires both electricity and Internet access in order to work. If you lose power and do not have a battery backup, your Digital Phone service will not work.
How is Consolidated's Digital Phone different than Internet phone service?
Digital Phone service from Consolidated Communications does not rely on the public Internet to operate. All calls stay on the Consolidated Communications network, so we're able to make sure you are provided with great service. Other providers use the public Internet to provide service. Consequently, they cannot do anything about inferior call quality when network issues occur.
Will I still be listed in the telephone book?
Yes. You have the option to have your number published or non-published.
Does Consolidated Communications offer this type of service for my business?
Yes. Consolidated Communications provides Internet-based business phone service to customers inside and outside of our serving area. For more information, please call our business customer service representatives at 1.866.989.2255