e911 Emergency Calling User Guide There are important differences in the way 911 Service operates with VoIP phone services when compared with traditional telephone service. Here’s what you need to keep in mind: Differences between traditional 911 Service and VoIP phone 911 With traditional phone services, your 911 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 911 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre. Remember to verify your location Because you can move your VoIP phone between locations, for technical reasons, the emergency operator may not have your name, location or contact information available. You must immediately inform the emergency operator of your location and contact particulars any time you call 911. Do not risk sending police or ambulance services to the wrong location. Be prepared during any service interruption VoIP phone service depends not only on your continued subscription for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 911 service. We recommend that you keep an alternative phone service (such as a cell phone) handy to increase the reliability of your access to emergency services during any service interruption.
Inform other users You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 911 emergency calls. Limitations of liability Fongo’s terms of service limit and disclaim liability related to VoIP 911 service, so please read these carefully. For a complete description of Fongo’s VoIP 911 service, please see Fongo’s terms of service at http://www.fongo.com/legal/terms/
Referral Program Want to earn free Fongo Home Phone service? Let your friends and family know about Fongo Home Phone. When they sign up for Fongo Home Phone make sure to tell them to put your Fongo Home Phone login email address in the Referral Program step during registration. For each Fongo Home Phone customer that you refer we will credit your account with a FREE month of Fongo Home Phone service. The more people you help save money on their Home Phone needs with Fongo Home Phone, the more you will save!
Do not disconnect Until you are told to do so by an emergency dispatcher, do not disconnect your 911 call. If you are inadvertently disconnected, call back immediately. Keep your service residential address up to date Fongo will attempt to provide the emergency operator with your service residential address so please ensure that your information on file with Fongo is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 911 call), the emergency operator may assume that you are calling from the last registered residential address. Be advised that it may take up to 3 days for your address information to be updated with 911 third-party service providers. You can review or update your contact information by logging in to your account at http://www.fongo.com/login.
Download the Fongo App for your smartphone!
Getting Started
The Basics
Welcome to Fongo Home Phone! You’ve joined hundreds of thousands of forward thinking Canadians who know great phone service doesn’t have to come with a hefty bill. You’re only a few steps from unlimited free calling to most of Canada and low worldwide rates, plus free premium features like voicemail, caller ID, call waiting, call forwarding, voicemail to email and conference calling. Have you transferred your phone number to Fongo? Don’t set up your Fongo Home Phone until you receive an email confirmation from us letting you know your phone number porting is complete. To transfer your phone number, Sign into your account at http://www.fongo.com/login and visit the Online Store.
Installation
Canada-Wide Calling Incoming calls are always free on Fongo. Calls between Fongo numbers are free and unlimited. You can make unlimited free outgoing calls to numbers within our list of Free Calling Cities: http://www.fongo.com/calling/free/
International Calling To make calls outside of Fongo's Free Calling Cities, you must have World Credits. To add World Credits to your account, Sign into your account at http://www.fongo.com/login and click on the Online Store link. To see our long-distance calling rates: http://www.fongo.com/calling/long-distance/
1. Plug the blue Ethernet Cable into the "INTERNET" connector of the Fongo Adapter. 2. Plug the other end of the blue Ethernet Cable into your Internet router. 3. Plug your phone into the "PHONE" connector. 4. Plug the Power Adapter into "DC12V" and the wall outlet. Note: The lights on Fongo adapter will start flashing. The boot up process takes about 5-7 minutes. It is very important you do not unplug the device during this stage! 5. Once the Fongo Adapter completely powers up, you will be able to see all four lights completely on. 6. Pick up the phone and you should hear a dial tone. Congratulations, your phone is working! http://fongo.help/install
Emergency Calls Need Emergency Services? Dial 911 from your Fongo Home Phone. Remember, there are important differences in the way 911 Service operates with a VoIP phone service when compared with traditional telephone services. See e911 Emergency Calling User Guide (back side of this pamphlet). .
The Premium Features
Your Fongo Home Phone includes a set of premium features for free. To set up your free calling features, Sign into your account at http://www.fongo.com/login Your free features include: • Voicemail………………………………………………………....................................... http://fongo.help/voicemail • Call Forwarding…..…………………………………………..................................... http://fongo.help/followme • Caller ID and Call Display….………………………………….….......................... http://fongo.help/callerid • Call Waiting………………..………………………………..............…........................ http://fongo.help/callwaiting • Conference Calling…………………………………………................................... http://fongo.help/conference
Voicemail When you’re unable to get to the phone, the caller can leave you a voicemail. You can check it when you get home, call a remote access number or receive an email with the voicemail attached.
Important! Remember to place the e911 sticker on your phone to notify people of the limitation of e911 in case of emergency.
• Local Access: On your Fongo Home Phone, dial *98 to access your voicemail mailbox. • Remote Access: On any phone, dial the remote access number (obtained from http://fongo.help/voicemail) and enter your Fongo Home Phone number and PIN to access your voicemail mailbox. • Messages stored in your voicemail mailbox will be deleted automatically after 10 days.
Call Forwarding When you’re not home to pick up the phone, you can still answer your calls. Have calls from home forwarded to your cell phone or secondary number. For more details and how to setup your Call Forwarding, visit http://fongo.help/followme
Caller ID and Call Display With Fongo Home Phone service, you can see who’s calling before you pick up the phone. Long distance calls may display “Long Distance” or “unknown”. You will require a Call Display capable phone to take advantage of the Call Display feature.
Call Waiting Call waiting alerts you to an incoming call when you are already on a call. 1. A beep tone tells you that another call is waiting (only you hear this tone). 2. Another reminder will be heard 10 seconds later if the waiting call remains unanswered. 3. The second caller will only hear the normal ring tone. Answer a waiting call: 1. Press the LINK or FLASH button on your phone to put the first call on hold*. 2. You will automatically be connected with the second caller. The first call is put on hold. Switch between calls: 1. Press the LINK or FLASH button on your phone to alternate between calls*. 2. Each conversation is private and cannot be heard by the other caller. To end either call: 1. Hang up. 2. Your phone will then ring. 3. When you answer, your phone will be connected to the other call. * If you do not have a telephone with a LINK or a FLASH button, depress the switch hook for approximately one second.
Conference Calls Host a conference call with your friends and family to discuss holiday plans. • Simply dial the Conference Call dial-in number local to you (see next page) then, when prompted, enter a 10-digit PIN (your telephone number) to start a new conference session. • Additional callers will need the PIN to join the call.
Conference call dial-in numbers: Barrie, ON...................... 705-881-4054 Ottawa, ON........................ Calgary, AB.................... 587-287-2255 Quebec City, QC................ Edmonton, AB.............. 587-487-1290 Saguenay, QC.................... Guelph, ON.................... 226-706-8520 Sherbrooke, QC................. Halifax, NS..................... 902-932-1200 St. Catharines, ON.............. Hamilton, ON................. 289-639-8499 Sudbury, ON...................... Kingston, ON................. 613-817-4054 Toronto, ON....................... Kitchener, ON................ 226-336-1575 Vancouver, BC ................... London, ON................... 226-289-3357 Victoria, BC........................ Montreal, ON................. 438-338-0358 Winnipeg, MB.................... Oshawa, ON................... 289-634-3484 Windsor, ON....................... Ottawa, ON.................... 343-882-1920 Complete List: http://fongo.help/conferencenumbers
343-882-1920 418-478-3067 581-683-1350 873-888-9040 289-438-8385 705-885-3010 647-848-3378 778-775-3470 778-557-9423 204-202-9419 226-946-3015
Need Help? Fongo provides free support for Fongo Home Phone customers. If you have questions or simply need more information about your Fongo Home Phone features, visit us at: http://fongo.help/homephone How to create a support ticket: 1. Go to: http://fongo.help/support 2. Your Email Address.............................. (enter your email address) 3. Subject...................................................(type a topic) 4. Description............................................(explain the problem or question) 5. Your Issue Type.................................... (click Fongo Home phone as the category) 6. Fongo Phone Number..........................(enter your Fongo Phone number starting with 1) 7. Attachment............................................(attach any picture or invoice to help your case) 8. Click Submit Example of a Ticket Request Your Email Address: fongo8EPi@yahoo.com Subject: Fongo Home Phone Caller ID Description: I would like my Caller ID to be something different. Your Issue Type: Fongo Home Phone::Technical Support Fongo Phone Number: 12263361437 Important! A ticket number will be assigned to your case and prioritized accordingly. You will receive a response within a business day. URGENT matters may be dealt with outside of business hours. BUSINESS HOURS Mon-Fri 9am-4pm EST Note: Visit http://www.fongo.com for up to date information on our features.