Q.)What is an IP (Internet Protocol) call?

A.)IP (Internet Protocol) calls are carried over the Internet without interacting with the Public switched telephone network. There are no long distance or telephone fees for IP calls between Rapid Link VoIP subscribers.

Q.)Do I need a computer to use the VoIP service?

A.)A computer is not required to use the VoIP service.All you need is a high speed (broadband) Internet connection to use the service.You can also use this with your computer.

Q.)Does a technician need to come to my home or business to install the VoIP service?

A.)No, a technician is not required to install the VoIP service or adapter in your home or business.Both are easy to install.

Q.)Do I need to load any special software on my computer to use the VoIP service?

A.)For the Rapid Link router there is no software install needed.Your router comes preconfigured.For the USB Phone you will need to install the software located on our website.www.rapidlink.com.

Q.)Why should I want voice services over my broadband (high speed internet connectivity) connection?

A.)Using the broadband data connection that you already pay for to run voice services will save you money. Rapid Link VoIP offers competitively priced calling plans, integrated voice mail and web-based control of your phone account. With the Rapid Link VoIP broadband telephone service, you can choose an area code in the calling area you want from throughout the United States. When you call another Rapid Link VoIP subscriber, the entire phone call is carried over the Internet so that there are no long distance toll charges. Rapid Link VoIP phone numbers are never "busy" calls are always routed to an available endpoint or to your voicemail box. Because the Rapid Link VoIP service is "digital", you and your callers will experience better voice quality than with traditional analog and cell phone services. You can also take your Rapid Link VoIP endpoint with you whenever you travel and your phone number will follow you to wherever you connect the VoIP adapter to the Internet.

Q.)Does both the caller and the person called need to have the Rapid Link VoIP service?

A.)The person called does not need to have the Rapid Link VoIP service to receive your call.Your VoIP service is transparent to the person called.

Q.)Can someone place a collect call to my Rapid Link VoIP phone number?

A.)No, the Rapid Link VoIP service will not allow collect calls to connect to your Rapid Link VoIP phone number.

Q.)Does this replace my broadband Internet service?

A.)No. You need a broadband Internet connection for the service to work. Either a DSL or Cable modem is preferred.

Q.)What do I do if my family does not have a broadband Internet connection?

A.)The service needs a broadband Internet connection to work.Check with your cable provider or existing telephone service provider.

Q.)What happens when my broadband Internet service goes out?

A.)We recommend using your cell phone to place calls until your internet service is restored.

Q.)What am I paying for?

A.)After your account is established, you will be charged a flat monthly fee for the Rapid Link VoIP service. This fee will be based on the service plan you selected during sign up. Some packages are Unlimited calling to US and Canada while others are limited to a fixed number of minutes. If you exceed this amount, you will be charged by the minute at a rate specified by the service plan description. These calls will be deducted from your fixed number of minutes. Calls made to other Rapid Link VoIP users are unlimited and do NOT count against your minutes.

Q.)Can I call other numbers in the USA that do not subscribe to Rapid Link VoIP, and would these calls be free on your unlimited plan?

A.)Yes, you can call anyone in the U.S. or Canada with no additional charge on our Unlimited plans. The other person does not have to have our service.

Q.)Does Rapid Link VoIP support FAX machines, modems, TIVO boxes, or DirectTV boxes?

A.)Yes, FAX machines are supported and will work reliably over the Rapid Link VoIP network.Internal or external modems, TIVO, Direct TV, or other modem based hardware may work with VoIP, but we currently do not support them at this time.

Q.)I have DSL on my "regular" telephone line. Is it possible to cancel the telephone service and still keep my DSL connection?

A.)You need to contact your DSL provider and ask them, as every provider has different regulations. Rapid Link VoIP will not contact any of your current telecommunications providers.

Q.)Will the Rapid Link VoIP phone service interfere with my DSL or cable modem data/computer connections?

A.)The Rapid Link VoIP service routes your incoming and outgoing voice calls right alongside the data being sent to or from your computer. Thus, you can use your high-speed Internet connection for more than just web surfing. You can make and receive calls while you use your computer to access the Internet, as well as when your computer is off or not connected to the Internet. Rapid Link VoIP uses advanced audio compression techniques to minimize the data traffic caused by voice calls and maximize the bandwidth available for your other Internet traffic.

Q.)I am experiencing poor call quality (packet loss, dropouts, one way audio, echo, latency) when placing or receiving Rapid Link VoIP calls. What can I do about this?

A.)There could be several reasons for this problem.

a)Are you running any sort of internet file/music sharing program such as KaZaa, NAPSTER, "Weather Bug" or similar type website/applicationson your computer? These kinds of programs create a lot of jitter on your connection, and sometimes consume all available bandwidth. They can cause all kinds of quality issues. To check if this is the case, please unplug everything but the VoIP adapter from your router and make a couple of test calls to see if the quality issues still exist. If the quality issues go away, add the computer devices/software programs back one at a time until you find which one is causing your quality issues.

b)Have you upgraded your home router’s firmware to the latest version available from the router manufacturer? Problems regarding dropped calls and one way audio issues are usually due to a bug in the home router firmware, and upgrading the firmware of the router and/or rebooting the router sometimes fixes the issue.

c)If you still have an issue after trying the above, please try changing the phone (handset) that you are using with your VoIP adapter just to make sure no acoustic echo is happening within the phone itself. Also, sometimes bad handsets can cause the voice to sound like a bad cellular connection.

d)If the internet connection looks fine and you still experience the problem, please provide us with the information regarding the latest test call that you made in which you experienced call quality problems (caller and number called, date and time, which side was experiencing the issue, and exact description of the issue). Providing us with the information above will also help us isolate the issue.

Q.)Are 911 services available?

A.)Currently, standard 911 services are not available.We are working on providing these services.

Q.)How hard is it to set up the equipment?

A.)The equipment will arrive preconfigured. It is as easy to plug in the equipment as plugging in your phone to the wall. If they have issues they will need to contact them 1-800-732-5465. (other toll-free numbers listed at www.rapidlink.com)

Q.)How can I have multiple phones throughout the house using one Rapid Link VoIP adapter?

A.)The Rapid Link VoIP router will support up to two separate phones lines, each with its own number.We suggest using one of the cordless phone base station phones that are currently available at retail stores. They allow you to add many cordless extensions using the same VoIP adapter connected to your base station. We do not recommend a particular brand or model.

Q.)Can I use SIP phones other than your adapter with the Rapid Link VoIP service?

A.)At this time, we are only supporting the Rapid Link Router and USB Phone.

Q.)How do I access my Rapid Link VoIP voicemail?

A.)From your Rapid Link VoIP phone dial 86# and enter your 4 digit password.

Q.)Can I call my voice mail from another phone and retrieve messages or change my voice mail?

A.)Yes. Voicemail can be accessed from any touch-tone telephone in the world by dialing by dialing your Rapid Link VoIP phone number and pressing “*� at the start of the greeting.

Q.)Does your service include call waiting and 3-way conferencing?

A.)Call waiting is now available, along with 3-way calling, at no additional charge.

Q.)Can I call a 900 or 1-900 number from my Rapid Link VoIP phone?

A.)No, the Rapid Link VoIP service blocks all calls to 1-900 numbers.

Q.)Is it possible to change phone numbers after service has been ordered (i.e. I move and want it to be a local call for people in the new area)?

A.)Yes, you can change your phone number to any US numbers anytime for free.Just contact customer care for more details.

Q.)When I dial out (domestic or international) on my Rapid Link VoIP phone line, I get a busy tone after getting dial tone and dialing the number. Why is this? Do I need to dial any special numbers before the phone number?

A.)For domestic Rapid Link VoIP calls, you need to dial 1+area code+number, even for local calls (for example, 14087271885, instead of just 7271885). For international calls, Rapid Link VoIP does not require the ''011'' before the international number. You just dial country code, area code, then phone number (for example, dialing France would be 33497231260 instead of 01133497231260).

Q.)Is there a way to prevent my Rapid Link VoIP Caller ID information from being sent when making outbound calls?

A.)No, currently we are unable to block your number from showing on the dialed parties Caller ID.

Q.)Will Rapid Link VoIP work with my alarm system?

You will need to contact your alarm monitoring company to find out if VoIP is compatible with your alarm system.

Q.)If I have a broadband connection, like DSL, with only one physical network connection, will I have to disconnect my computer to use the Rapid Link VoIP service?

A.)You will not need to disconnect your computer. The Rapid Link VoIP service shares the broadband connection allowing you to surf the web while you use your phone. However, the router included with your Rapid Link VoIP service will require a physical connection to your home network. Sharing your broadband connection with multiple computers or other devices, like the router, in your home or office can be done easily by using a home router or gateway. These devices are like hubs in that they provide for multiple physical connections but provide an all-in-one solution for turning a single broadband connection into a home network.

Q.)Will Rapid Link VoIP contact my current telephone company so that my old, legacy telephone service will be cancelled?

A.)No, we do not contact your existing telephone company. Rapid Link VoIP will assign you a new Rapid Link VoIP telephone number that works over your existing internet connection, but you are responsible for making any changes to your existing telephone service, if you so desire. You can use Rapid Link VoIP and your legacy telephone service at the same time, if you wish.

Q.)Can I transfer my existing phone number to my new Rapid Link VoIP service?

A.)Yes you can.Contact Customer Care for more information.There is a one time charge of $30.00 to transfer your existing telephone number,

Q.)Does Rapid Link VoIP work over satellite internet connections?

a)Yes our service may work over a satellite internet connection, but we do not recommend it.

Q.)What happens when I change service providers for my broadband?

A.)Rapid Link VoIP’s broadband telephone service is not associated with your broadband Internet service provider. There should be no change to your Rapid Link VoIP service if you change your broadband provider.

Q.)How long does it take to process my order?

A.)It typically takes 3 to 5 business days to process orders and than an additional 3 to 5 days for shipping.

Q.)How do I cancel my Rapid Link VoIP service

A.)Call Customer Service at 1 (800) 732-5465 or send an email to cancellation@rapidlink.com.

Provide the following details:

a)Name on Account

b)Account Number

c)Telephone Number (if there are questions)

d)Reason for Canceling

Q.)If I call from my Rapid Link VoIP phone to another Rapid Link VoIP phone number in a very remote area of the globe, do I get this IP call for free?

A.)Yes, on all of our accounts, all Rapid Link VoIP to Rapid Link VoIP calls, anywhere in the world, are free and unlimited, and are included as part of your monthly service fee. There are no additional charges for these calls.

Q.)What shipping method do you use?

A.)Our orders are shipped using the United States Postal Service Priority Mail.

Q.)Are calls to the US Virgin Island (area code 340) or Puerto Rico (area code 787) included in your unlimited plan?

A.)These areas are considered international calls on the Rapid Link VoIP network. Tariffs for rates to these areas can be found on the Rapid Link VoIP Calling Rates section of the website.

Q.)What are the Rapid Link VoIP support hours?

A.)Our Customer Care department is available 24 hours a day and 7 days a week.

Q.)How do I upgrade my Rapid Link VoIP service to include any of the new calling plans?

A.)You can contact our customer support at 1 (800) 732-5465 or email custcare@rapidlink.com.

Q.)Do you offer international calling plans?

A.)Rapid Link VoIP offers very competitive international.Check them out at www.rapidlink.com.

Q.)The call length is still clocking after my phone call has ended.Am I still connected?

A.)Your call may still be connected.To make sure you are disconnected click on the red button on the right hand side of your soft phone.If you think you may have been charged for this call please contact customer care at custcare@rapidlink.com or 877-309-7700.Please provide us with the date and time of call and your account number.