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FREQUENTLY ASKED QUESTIONS

Product

Features

Making Calls

Receiving Calls

Setup and Technical Assistance

My Account



PRODUCT

Will I need to purchase any additional equipment to use the service?
All that you need for the service is a Broadband connection, a VoIP Phone adapter, and an analog phone. The analog phone will connect to your VoIP Phone adapter, which will connect to your Internet connection.

You will only need additional equipment if you wish to use your Internet connection for your VoIP Phone together with any other device sharing your Internet (such as computers). In this case you will need a Router, which is a device that is used for home networking and enables you to connect multiple devices to ‘share’ your Cable/DSL connection. Routers can be purchased at most retail computer stores.

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What is Voice over Internet Protocol (VoIP)?
Voice over IP is voice communications transported via the Internet.

The analog telephone adapter converts your voice into packets of data that are routed over the Internet to the person you want to call.

VoIP combines local, long distance and international calling. It includes great features like Caller ID, Call Waiting, and Voice Mail, plus enhanced web-based call management features.

VoIP works just like your regular phone. Your friends and family can call you from any phone, whether they are using the Internet to place the call or not. To make a call, you simply pick up your phone and dial.

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What is an analog telephone adapter?
An analog telephone adapter is a device which converts your analog speech to data packets that can be sent over the Internet. Your adapter is fully configured when you receive it, and within minutes you can begin to make calls. All you need to do is plug your regular telephone into the adapter, and plug the adapter into your high-speed Internet router.

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What are the system requirements for using my VoIP Phone?
When using your VoIP Phone Service, all that you need is:

  • Broadband Internet (DSL, Cable, or LAN).
  • Broadband Internet connection speed of 64 Kbps or higher.
  • Router (with an available Ethernet Port).
  • Telephone (any analog telephone, even a cordless one)

What are the installation instructions for my VoIP Phone adapter?
Before setting up your adapter, please ensure you have an active broadband Internet connection. Since the adapter works independently of your computer, there are no requirements at all for your operating systems.

To set up your adapter, please follow the steps below:

  1. Plug your analog telephone cord into the "Phone 1" port on the adapter.
  2. Use the Ethernet cable to connect your adapter to your router.
  3. Connect the power to your adapter.

The adapter LED will blink for a few seconds. When "Phone 1" LED is lit and the "Power" and "Ethernet" stop blinking you can pick up the phone. You will hear a dial tone and can begin making your calls.

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If I move to a new address, can I take my VoIP phone service with me?
You can take your VoIP phone service with you as long as you still have a high-speed Internet connection, router and adapter.

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Can Starpower be used to call 911 emergency services?
Starpower can be used to call the emergency number 911. Starpower will provide service only in those areas of the United States where Starpower can direct the customer’s 911 call to the appropriate emergency response center in a manner consistent with the applicable laws, rules and regulations, including, without limitation, FCC rules and requirements. The address associated with an E911 call on RCN's Starpower Service is specific to Customer's original service location only. Movement of the Starpower Adapter from the original service location to a new service location may result in a mistaken identification of the E911 call as having come from the original service location. If the customer has call forwarding, locate me, do not disturb, or other features programmed and in use at the time they make a 911 call, and their 911 call is interrupted, the emergency dispatcher may not be able to call back to the customer at the phone from which they dialed the call. 911 will not function correctly if they move their Adapter to a different location than the location they have currently registered. 911 calling will only be routed correctly if the customer updates their service address in accordance with the instructions on Starpower website. Until the customer updates their service address and allow sufficient time for the update to be made in certain E911 records, RCN recommends that the customer use alternative means of accessing 911. Furthermore, 911 dialing on RCN's Starpower Service will not function in the event of a power failure or improper network connection and/or function.

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Can I keep my current phone number?
Yes. If a customer wants to transfer an existing local phone number for use in connection with the Starpower Service, the following terms and conditions apply for the customer:

  1. The customer will need to authorize RCN Starpower to process the order for the service and to notify the local telephone company of the customer’s decision to switch their local services to the Starpower Service and to transfer the existing telephone number. Additionally, the customer must be authorized to take these actions;
  2. The customer must agree to install and activate their Starpower Adapter prior to the date on which the number switch becomes effective (“Port Effective Date”);
  3. The customer will be provided a temporary telephone number until the transfer is completed. Calls may be placed and received this temporary number until such time as the respective phone number is transferred; and
  4. RCN Starpower has the right to refuse to import a number if, in its sole discretion, it does not have the infrastructure to support the number.

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FEATURES

How do I operate Repeat Dial?
‘Repeat Dial’ enables you to automatically redial the number you most recently called. For example, if the number you have dialed is busy, operating this feature will make automatic attempts to dial this number until it can be reached. Once the party answers, your VoIP Phone will be called. You can pick up the phone and the call will connect you and the required party. The automatic attempts will be a maximum of ten tries, made every 60 seconds.

  • To operate simply dial *66# and put the phone down.
  • To operate repeat dial to a specific number dial *66*number#.
  • To cancel dial *65#.

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How do I operate Call Forwarding?

To forward all incoming calls:

  1. Dial *71*number# on the telephone keypad (for example: *71*12125553456#)
  2. To cancel this call forwarding option, dial *72#.

To forward incoming calls only when there is no answer on your pc-to-phone or VoIP Phone:

  1. From your VoIP Phone, simply dial *73*number# on the telephone keypad (for example: *73*12125553456#).
  2. To cancel this call forwarding option, dial 74#.

To forward incoming calls only when your pc-to-phone or VoIP Phone is busy:

  1. From your VoIP Phone, simply dial *75*number# on the telephone keypad (for example: *75*12125553456#).
  2. To cancel this call forwarding option, dial *76#.

To forward incoming calls only when your VoIP Phone adapter cannot be located:

  1. To activate this feature simply dial *76*number (for example: *75*12125553456#).
  2. To cancel this call forwarding option, dial *77#.

You can also operate call forwarding online from the Member's Center. Simply log into the site with your user ID and password. Select ’My Features’ from the top navigation bar. Then select "Call Forward" from the options list on the left side of the screen.

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How do I make a "web call"?
Go to the My Calls section of the Personal Account Manager Web site, and then click on ‘Place a Call’ in the left margin. Enter a number you want to call and click the Place Call button, then pick up your line when it rings and you will be connected to the number you entered.

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How do I operate Do not Disturb?
The Do not Disturb feature allows you to forward all incoming calls to your voicemail box instead of ringing on your VoIP Phone. After enabling this feature, you also have the option to enter up to 20 numbers on your ‘Allowed’ list. This way, only callers from your allowed list will be able to reach your Broadband Pone while all other incoming calls will be diverted to voicemail.

To enable and disable this feature online through the Personal Account Manager, simply log in using your user ID and password. Select ‘My Features’ from the top navigation bar. Then choose ‘Do not Disturb’ from the left option bar. On this page you can both set all incoming calls to go to voicemail as well as edit your ‘Allowed List’.

Alternatively, you can also operate this feature using the VoIP Phone directly. Please follow the instructions below to do so:

  • To enable the feature dial *40#.
  • To disable the feature dial *41#.
  • Dial *42*Number# to add a number to your do not disturb allowed list (for example: *42*12123334444#)
  • Dial *43*Number# to delete a number from your do not disturb allowed list (for example: *43*12123334444#)
  • Dial *44# to delete all numbers from the do not disturb allowed list

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How do I operate Three Way Calling?
Three-Way Calling is a free VoIP Phone feature with that allows you to connect two callers to one conference call.

While on a call, press ‘flash’ button to place the call on hold, and dial the number of the other party you wish to reach. When this party answers, press ‘flash’ again and all three parties will be connected.

To disconnect the last party you have added to the call, simply press ‘flash’. This will keep your first incoming call connected.

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How do I operate Speed Dial?
Speed-dial is a free VoIP Phone feature that allows you to store up to 10 of your most frequently dialed number for rapid dialing. To operate the feature using your VoIP Phone:

  • To store the numbers dial *X*telephone number followed by the # key. Replace X with a number between 1 and 10 that will be the shortcut to dial. When you enter the telephone number, make sure to enter country code + area code + the number. For example, dial *1*12127773456#.
  • To use speed dial, simply dial *X# and you will reach the party you are calling without having to dial the entire number. For example, dial *1# and reach the number you have programmed.
  • To delete a speed dial entry, simply dial *X*#. For example, dial *1*# to delete the speed-dial you have programmed.

To operate this feature through the web, log in to the site using your user ID and password, and select ‘My Features’ from the top navigation bar. You will find the 'Speed Dial' feature listed on the options list on the left side of the screen.

How do I operate Caller ID?

  • To disable Caller ID on a specific call, press *67 followed by the phone number you wish to call. Your caller ID will be blocked and people you are calling will not be able to view your number on this call.
  • To enable Caller ID on a specific call, dial *82 followed by the phone number you wish to dial. Your caller ID will be displayed for this specific call.
  • To enable and disable this feature for all calls, log into the Personal Account Manager and select ‘My Features’ from the top navigation bar. Then choose 'Caller ID' from the options list on the left-side of the screen.

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How do I operate Call Waiting?
Call Waiting is a free VoIP Phone feature that allows you to take calls while you are already on the phone.

While on a call, when another call is received, you will hear a tone indicating a second call. To answer the second call, press the ‘flash’ button. This will switch to the second call. You may press ‘flash’ again to toggle between calls.

If you are on a call and wish not to receive any other calls, you may cancel call waiting before the call begins. Simply dial *70 before the number you wish to dial, and all incoming calls will be diverted to your voicemail. Call waiting will be enabled again automatically after the call ends.

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Can I send and receive faxes using my VoIP Phone adapter?
To send and receive a fax using your VoIP Phone adapter, all you need to do is connect a fax machine to your VoIP Phone adapter. Please take into account you must have upload and download speed of at least 90kbps.

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Can I call 411 for directory assistance from my VoIP phone?
Yes, you can call 411 for Directory Assistance. You can use one of the dialing format options below:

  • 411 (if you are using pc-to-phone, please dial 41 in the country code field and 1 in the number field).
  • 1-area code-555-1212

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How do I operate my voice mail box?
Your mailbox works the same as traditional voice mail, and you can personalize your voice mail greeting, change your voice mail PIN, and retrieve your voice mail messages at all times. In fact, you can even retrieve your voice mail messages with your computer's web browser!

Using your VoIP Phone, pick up your phone handset and listen for a "stutter tone." A stutter tone indicates that a voice mail message(s) has been left for you.

To retrieve your voice mail messages using the Personal Account Manager web site:

  1. Log into the Personal Account Manager web site by entering your UserID and Password.
  2. Select the "My Calls" tab.
  3. Select the message you would like to hear.

Using your VoIP phone:

  1. Dial *0#
  2. Follow the voice prompt to enter your voice mail password followed by the # key.

Using a regular telephone:

  1. Dial your assigned telephone number.
  2. When you hear the first voice prompt of the voice mail greeting press the * key.
  3. At the second voice prompt, enter your voice mail password followed by the # key.

How to set up and personalize your voice mail account and greeting:

  1. Enter your mailbox using the same method as retrieving your voice mail messages from your phone.
  2. From the main menu, press 9 to enter the User Options Menu.
  3. Press 1 from the User Options menu to select Greeting/Name announcements.
  4. Press 1 for Greetings.
  5. Select the Greeting of your choice from the Greeting Menu.
  6. Record your message.
  7. Once recorded, the system will automatically play back the message. Follow the voice prompts to keep the greeting, record a new greeting, or choose default.

How to change your voice mail password:

  1. Log in to your voice mail using the same method as to retrieve Voice Mail message.
  2. Press 2 from the User Options menu to modify your password
  3. Enter a new password from 4 and 15 digits, followed by the pound (#) key
  4. To confirm, re-enter your new password, followed by the pound (#) key

Please be advised that changing your voice mail password will not affect your Personal Account Manager web site account password.

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MAKING CALLS

How should I dial using my VoIP service?
Simply dial using the following format:

Country Code + Area Code (drop first zero)* + Local number + #

EXAMPLE: 12125553456# (to US)

Please note: There is no need to dial any prefix (e.g., 011) before the country code. When dialing to Italy you will need to include the zero before dialing the area code.

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Can I talk on the VoIP phone and use my computer at the same time?
Yes, your VoIP phone will work even if you are simultaneously accessing the Internet, sending files, or instant messaging over the same high-speed Internet connection with your computer. Heavy use of data services at the same time as use of your VoIP phone may, however, affect sound quality.

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RECEIVING CALLS

Does my computer need to be turned on to make or receive calls?
Your computer does not need to be turned on to be able to make or receive calls. For using the VoIP phone you do not need to have a computer at all. All you need is a Broadband Internet connection and a router, in case you wish to use your VoIP phone and computer at the same time.

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How do I operate Do not Disturb?
Do not Disturb feature allows you to set the eservice so that all incoming calls will be forwarded to your voicemail box instead of ringing on your VoIP Phone. After enabling this feature, you also have the option to enter up to 20 numbers on your ‘Allowed’ list. This way, only callers from your allowed list will be able to reach your Broadband Pone while all other incoming calls will be diverted to voicemail.

To enable and disable this feature online through the Personal Account Manager, simply log in using your user ID and password. Select ‘My Features’ from the top navigation bar. Then choose ‘Do not Disturb’ from the left option bar. On this page you can both set all incoming calls to go to voicemail as well as edit your ‘Allowed List’.

Alternatively, you can also operate this feature using the VoIP Phone directly. Please follow the instructions below to do so:

  • To enable the feature dial *40#.
  • To disable the feature dial *41#.
  • Dial *42*Number# to add a number to your do not disturb allowed list (for example: *42*12123334444#)
  • Dial *43*Number# to delete a number from your do not disturb allowed list (for example: *43*12123334444#)
  • Dial *44# to delete all numbers from the do not disturb allowed list

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How do I operate Call Forwarding?
Call Forwarding is a free feature with which you can forward receiving calls to any number in the world. You can forward receiving calls to any number, and on specific conditions.

  1. You can forward all incoming calls.
    Incoming calls will be diverted to the number of your choice, and will not ring on your pc-to-phone or VoIP Phone. From your VoIP Phone, simply dial *71*number# on the telephone keypad (for example: *71*12125553456#). Once defined, to cancel this call forwarding option, dial *72#.
  2. You can also choose to forward incoming calls only when there is no answer on your pc-to-phone or VoIP Phone.
    Incoming calls will ring on the pc-to-phone or VoIP Phone, and if the call is not answered, the call will be diverted to the number of your choice instead of going to voicemail. From your VoIP Phone, simply dial *73*number# on the telephone keypad (for example: *73*12125553456#). Once defined, to cancel this call forwarding option, dial 74#.
  3. You can also choose to forward incoming calls only when your pc-to-phone or VoIP Phone is busy.
    Incoming calls will ring on your pc-to-phone or VoIP Phone, and only if the line is busy, the calls will be diverted to a number of your choice instead of to voicemail. From your VoIP Phone, siimply dial *75*number# on the telephone keypad (for example: *75*12125553456#). Once defined, to cancel this call forwarding option, dial *76#.
  4. You may also choose to forward incoming calls only when your Broabdband phone adaptoradapter cannot be located.
    If your pc-to-phone or VoIP Phone adaptoradapter is not connected or cannot be located by the network, incoming calls will be forwarded to a phone number of your choice instead of to voicemail. To activate this feature simply dial *76*number (for example: *75*12125553456#). Once activated, to cancel this call forwarding option, dial *77#.
    You can also operate call forwarding online from the Member's Center. Simply log into the site with your user ID and password. Select ’My Features’ from the top navigation bar. Then select "Call Forward" from the options list on the left side of the screen.

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How do I operate Call Waiting?
Call Waiting is a free VoIP Phone feature that allows you to take calls while you are already on the phone.

While on a call, when another call is received, you will hear a tone indicating a second call. To answer the second call, press the ‘flash’ button. This will switch to the second call. You may press ‘flash’ again to toggle between calls.

If you are on a call and wish not to receive any other calls, you may cancel call waiting before the call begins. Simply dial *70 before the number you wish to dial, and all incoming calls will be diverted to your voicemail. This way you can make calls without being disturbed, and without missing any calls. Call waiting will be enabled again automatically after the call ends. To enable and disable the feature, log into the Personal Account Manager and select ‘My Features’ from the top navigation bar. You will find the 'Call Waiting' from the options list on the left side of the screen.

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How do I operate my voice mail box?
Your mailbox works the same as traditional voice mail, and you can personalize your voice mail greeting, change your voice mail PIN, and retrieve your voice mail messages at all times. In fact, you can even retrieve your voice mail messages with your computer's web browser!

Using your VoIP Phone, pick up your phone handset and listen for a "stutter tone." A stutter tone indicates that a voice mail message(s) has been left for you. If your phone has a "message waiting" light, that will work too.

You can also sign in to your Personal Account Manager and select the "new voice mail messages" indicator to see what messages have been left in your voice mailbox, and listen to the voice mail messages from your computer. You can also view your voice mail box under the "My Calls" tab in the Personal Account Manager.

How to retrieve your voice mail messages:

Using the Personal Account Manager web site:

  1. Log into the Personal Account Manager web site by entering your UserID and Password.
  2. Select the "My Calls" tab.
  3. Select the message you would like to hear.

Using your VoIP phone:

  1. Dial *0#
  2. Follow the voice prompt to enter your voice mail password followed by the # key.

Using a regular telephone

  1. Dial your assigned telephone number.
  2. When you hear the first voice prompt of the voice mail greeting press the * key.
  3. At the second voice prompt, enter your voice mail password followed by the # key.

How to set up and personalize your voice mail account and greeting

  1. Enter your mailbox using the same method as retrieving your voice mail messages from your phone.
  2. From the main menu, press 9 to enter the User Options Menu.
  3. Press 1 from the User Options menu to select Greeting/Name announcements.
  4. Press 1 for Greetings.
  5. Select the Greeting of your choice from the Greeting Menu.
  6. Record your message.
  7. Once recorded, the system will automatically play back the message. Follow the voice prompts to keep the greeting, record a new greeting, or choose default.

How to change your voice mail password

  1. Log in to your voice mail using the same method as to retrieve Voice Mail message.
  2. Press 2 from the User Options menu to modify your password
  3. Enter a new password from 4 and 15 digits, followed by the pound (#) key
  4. To confirm, re-enter your new password, followed by the pound (#) key

Please be advised that changing your voice mail password will not affect your Personal Account Manager web site account password.

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Can I talk on the VoIP phone and use my computer at the same time?
Yes, your VoIP phone will work even if you are simultaneously accessing the Internet, sending files, or instant messaging over the same high-speed Internet connection with your computer. Heavy use of data services at the same time as use of your VoIP phone may, however, affect sound quality.

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Will anyone be able to call me from any location?
Yes, you can receive calls just as you would with traditional phone service - anyone can call you from any location. This service also improves and simplifies call management by letting you set up and manage popular call features like voice mail, call logs, call forwarding, and caller ID online via the Personal Account Manager.

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SETUP AND TECHNICAL ASSISTANCE

Will I need to purchase any additional equipment to use the service?
If you do not already have a router you will need to purchase a router to use with this service. If your router does not have an available Ethernet port, you will need to purchase a switch or hub. This equipment can be purchased at most retail computer stores.

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What is high-speed Internet access service?
In general, high-speed Internet access service provides a wide band of frequencies over which information can be transmitted to and from the Internet.

Two examples of high-speed Internet access service are cable modem service and DSL Internet access service. High-speed Internet access service is also called “Broadband.” Because a wide band of frequencies is available, information can be transmitted over multiple channels within the band, all at the same time. This allows more information to be transmitted during a given time period than would be possible with a "narrow band" service. It is similar to the way in which a multi-lane highway permits more cars to travel at the same time than a single-lane highway does.

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Are there any system/technical requirements I must meet in order to subscribe?
All that you need is:

  • A high-speed Internet connection (such as DSL or cable) with a minimum uploads and downloads speed of 64 Kbps.
  • Home router (with an available Ethernet port)
  • Telephone (any regular home telephone, even a cordless one)
  • Analog Telephone Adapter

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I am not receiving dial tone, how do I troubleshoot?

  1. Make sure the telephone is plugged into the PHONE 1 port, not the PHONE 2 port.
  2. Make sure the Ethernet LED on the Phone Adapter is lit. If it is not lit, then check your router and network connection to the Internet, and the Ethernet cable between the router and the Linksys. Follow these instructions to reboot your cable or DSL modem, Linksys, and router:
  3. Power off your cable or DSL modem by unplugging its power adapter.
  4. Power off the router by unplugging its power adapter.
  5. Power off the Linksys by unplugging its power adapter.

If you still have no dial tone, please contact customer care.

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MY ACCOUNT

How am I billed for service?
With your VoIP account, payment is done through your international credit card. Your credit card will be charged in the following cases:

  1. Monthly service charge: All calling plan have a monthly service charge. This monthly fee is deducted from your credit card directly. This will occur once a month on the date that your calling plan cycle renews. This date is determined by the date you have registered to the calling plan.
  2. Extra Services Funds: Calls made to destinations not included in your calling plan and calls to directory assistance are deducted from your extra services funds. Upon signup, the bonus you have received becomes your account balance. When the account balance falls below $2.50, your credit card will be automatically debited. The amount charged for the account balance is the increments you have chosen upon registration, $10, $15, $20, $25, $50.

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How can I change my calling plan?
If you would like to change your calling plan, please select the 'My Account' tab after logging into the Members Center and select 'Calling Plans' from the left options list. Then simply click on the red "Activate" button on the calling plan of your choice.

Please note that any modification made to your calling plan will be effective from your next billing date. This means that if you change your calling plan within the monthly cycle, the new calling plan you have chosen will be your pending plan. At your monthly cycle billing date, the pending plan you have chosen will become your active calling plan.

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How can I review and update my account information?
Simply log into our interactive members center and select ‘My Account’ from the top navigation bar. You can then choose to modify your credit card information, personal details including account password, update your payment information, and see a real-time detailed list of all calls and charges made to your account.

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How can I check my call records?
You can always view online records of your calls. To access your call records directly through the Members Center, select 'My Account' from the top navigation bar. Then choose 'Call Records' from the option list on the left side of the page.

Please note: You can view the records of your calls for up to three months prior, and you cannot delete your call records from display on the Members Center.

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How can I change my Personal Account Manager password?
Simply log in to the web site with your UserID and current password, select the "My Account" tab, and then select "Account Password." Here you will be able to change your 6-digit account password.

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I have forgotten my password and/or UserID...
Please contact your Customer Service Representative

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