Overview
Home Networking
Calling Information
Billing and Rate Plan Information
911 Information
Network & System requirements
Feature Activation
Troubleshooting FAQs
Voicemail
Overview
What is Clearwire Internet Phone Service?
Clearwire Internet Phone Service is a Voice-over-Internet Protocol (VoIP) technology that allows you to make local and long distance telephone calls using your Clearwire High-Speed Internet Service.
What is VoIP?
VoIP technology converts your phone calls into data that is transmitted through your Clearwire High-Speed Internet Service, similar to email.
Is Clearwire Internet Phone service different from my regular telephone service?
Making calls with Clearwire Internet Phone Service is virtually the same as making calls on your regular telephone. You'll even have access to value added features like Call Waiting and Call Display, as well as to other new features like Additional Numbers, Call Forwarding Plus and Voicemail to e-mail where you'll be able to receive your voicemail messages to your e-mail address. 911/E911 availability will be confirmed when you order Clearwire Internet Phone Service and the limits on 911/E911 provided over Clearwire Internet Phone Service. To learn more, go to 911 information.
Will making calls using Clearwire Internet Phone Service interfere with my existing landline at home?
No. VoIP services operate independently from your existing landline. Making calls on one line will not interfere with the other line.
Is high-speed Internet access included with Clearwire Internet Phone service?
No; however, you can only subscribe to Clearwire Internet Phone Service if you are a new or existing Clearwire High-Speed Internet customer.
Does the person I'm calling need to have Clearwire Internet Phone service too?
No. You'll be able to use Clearwire Internet Phone Service to make and receive calls just as you would with your regular phone service* regardless of what type of phone service the person you are calling has.
*Note: At this time Clearwire Internet Phone Service does not support incoming collect calls, and outgoing 976, 900, 10-10 dial around, or N11 calls.
Can I browse the Web and make calls simultaneously?
Yes, Clearwire Internet Phone Service allows you to use the phone and surf the internet at the same time.
Will I be able to use Clearwire Internet Phone service if my power goes out?
No. If the power goes out, your Clearwire High-Speed Internet Service and Clearwire Internet Phone Service will not function.
How long after registration will I receive my Clearwire Internet Phone Adapter?
If you have ordered your Clearwire Internet Phone Service online or requested your phone adapter to be shipped, the shipping time will depend on your geographic location and after confirmation of 911/E911 availability is complete. In general, you should expect to receive your new Clearwire Phone Adapter within 3 to 5 business days. If you do not receive your adapter within 7 business days of your registration, please contact Clearwire Customer care at 888-Clearwire (888-253-2794)
What equipment will I receive in the Clearwire Internet Phone Adapter?
The kit contains the following items:
· Quick Start Guide
· Phone adapter
· Ethernet Cable
· Power Adapter
What should I do if components are missing from the Clearwire Internet Phone Adapter?
If any of the aforementioned components are damaged or missing from the kit, please contact Clearwire Customer Care at 1-888-Clearwire (888-253-2794).
How will the Clearwire Internet Phone adapter be sent to me?
If you ordered your Clearwire Internet Phone Service online or requested your phone adapter to be shipped, it will be sent to you via US Mail.
Where can I access the Terms & Conditions of Clearwire Service?
Click here to access and/or print the Terms & Conditions of Clearwire Services.
Where can I get information about 911/E911 Limitations?
You can review the 911/E911 Emergency Information and limitations on the 911 Information section in the FAQs, or review 911/E911 information here.
Home Networking & Security
Can I plug multiple telephones into the Phone adapter using a telephone line splitter?
Yes. You can plug a telephone line splitter into the phone one jack on the back of the phone adapter, and then plug two telephones into the splitter. Both telephones will function on that single line.
Can I get a virus from having Clearwire Internet Phone Service?
Having Clearwire Internet Phone service should not increase your risk of viruses. As a rule, you should ensure that you exercise good security practices by having an anti-virus service and a personal firewall in place. We encourage you to have auto-scans and automated virus definition updates in place.
Calling Information
How do I make local calls?
You can make local calls by dialing the 7 digit phone number or dialing the 3 digit area code plus the 7 digit phone number. A local call is any call within your same area code.
How do I make long distance calls?
You make long distance calls by dialing the 3 digit area code and 7 digit phone number. A long distance call is any call outside your area code.
How do I make international calls?
Direct dial international calls can be made by dialing 011, the country code, and the phone number. All international calls are billed at competitive per-minute rates.
* Note: Rates are subject to change without notice.
Please note: In order to decrease the likelihood of fraud, it is not possible to make calls to the following countries:
· Cook Islands
· Guinea-Bissau
· Nauru
· Papua New Guinea.
· Sao Tome & Principe
· Tokelau
· Tuvalu
· Kiribati
· Vanuatu
Do I speak through the computer to use Clearwire Internet Phone service?
No, you do not need a computer to use Clearwire Internet Phone service; you can use any standard touchtone telephone or cordless telephone provided you have obtained and activated your phone adapter.
What types of telephones work with Clearwire Internet Phone Service?
Any standard corded or cordless touchtone telephone will work with the internet phone adapter. We suggest using a cordless phone with multiple handsets to increase your level of freedom and convenience. To reduce interference with Clearwire High-speed Internet Service and standard Wi-Fi routers, it is recommended to use 5.8 Ghz cordless phones.
Can I receive incoming collect calls on my Clearwire Internet Phone line?
No. At this time, it's not possible to receive incoming collect calls.
Can I dial 911 on my Clearwire Internet Phone Service?
Yes, you can; however, 911/E911 capability is only available in some areas, and 911/E911 availability must be confirmed before activation of service or any move. There are key differences between traditional 911 calling and 911 calling on any VoIP service. Please review the 911 information for details on 911 calling.
Can I dial toll-free calls (such as 800, 888, 877, 866 calls) on my Clearwire Internet Phone Service?
Yes, you can place calls to these toll-free numbers.
Can I block outgoing international calls from my Clearwire Internet phone?
Yes, you can block outgoing Internationals call to any country expect Canada, Puerto Rico, the U.S. Virgin Islands, or Guam. Go to My Account and Features management and disable the ability to make out-going calls. It can also be re-activated at any time by changing the status on your my account feature management pages.
Can I make 411 directory assistance calls with Clearwire Internet Phone Service?
Yes, you can dial 411 on your Clearwire Internet Phone Service phone. You will reach Directory Assistance which provides you both White Pages and Yellow Pages listing information.
However this does not provide any information on unlisted phone numbers. 411 directory assistance on Clearwire Internet Phone Service is available to you for an additional charge of $0.99 cents per call.
Can I make operator assisted calls with Clearwire Internet Phone Service?
No, this feature is not currently available.
Can I make 900 or 976 calls with Clearwire Internet Phone Service?
No, these services are not currently available.
Can I make other N11 calls (such as 211, 611, and 711) with Clearwire Internet Phone Service?
Clearwire supports 711 to accommodate hearing and speech disabled individuals. You can find additional information on Telecommunications Relay Services here.
Can I use dial-around (i.e. 10-10) numbers from my Clearwire Internet Phone Service?
No, these services are not currently available.
Can I use Clearwire Internet Phone Service to make TDD (Telecommunications Devices for the Deaf) calls?
No, TDD capability is not currently available.
Can I connect a home alarm or security system to my Clearwire Internet Phone Service?
No, at this time Clearwire Internet Phone Service does not support home alarm or security systems.
Billing and Rate Plan Information
What regions are included in the unlimited long distance calling under the Clearwire Internet Phone service plan?
The Unlimited Clearwire Internet Phone Service plan includes calls to all of the U.S., Canada and Puerto Rico.
How do I cancel/remove a line or account?
If you would like to cancel your Clearwire Internet Service please contact customer care at 1-888-Clearwire for further assistance.
Where can I find my calling history?
Your inbound and outbound call detail is provided on the Call Activity page on your Clearwire My Account service site. Go to www.clearwire.com and log into my account.
Is there a termination fee if I cancel my Clearwire Internet Phone Service?
Yes. You will be charged an early termination fee if you choose to cancel your service prior to the fulfillment of your service term.
Is there a service activation charge to sign up for Clearwire Internet Phone Service?
No, there are no activation fees to sign up for Clearwire Internet Phone Service.
Is there a charge for changing my telephone number?
If you change your primary telephone number from the one you originally received for your Clearwire Internet Phone Service, you will be assessed a one-time service fee of $9.99 for that change. This fee will show up on your next bill.
What is Clearwire Internet Phone Service cancellation policy?
The Clearwire Internet Phone Service Cancellation and Return Policy follow the same policy as Clearwire High-Speed Internet Service:
1.) Customer may only cancel the Clearwire Internet Phone Service in the first seven (7) days, and all charges will be credited in full.
2.) In the event the customer does not terminate the Clearwire Internet Service within seven (7) days, the Early Termination Fee will apply
Not withstanding the foregoing, if Clearwire cannot confirm a customer’s 911/E911 address upon initial service activation, they will be credited any charges in full for Clearwire Internet Phone Service and the Clearwire Internet Phone Service contract will be terminated.
How do I get my Clearwire Internet Phone number?
When signing up for the service you will be provided a new phone number associated to the address of your Clearwire Internet Phone Service.
Can I have a Clearwire Internet Phone Service phone number in a different area code than my current home phone?
No, Clearwire is only offering new phone numbers in the state & city where your Clearwire High-Speed Internet Service is located.
When does my billing start after I subscribe to Clearwire Internet Phone Service?
For an existing Clearwire High-Speed Internet customer, your Clearwire Internet Phone Service will bill on the same dates as the billing dates of your High-Speed Internet service. If the service is activated on a different day of the month than your High-Speed Internet service, your first month will be pro-rated.
For all new Clearwire High-Speed Internet and Internet Phone Service customers, the bill date is the day the order was completed plus one. For example, if the order is completed on the 15th, the bill date is the 16th. For new customers, bill date is the day the order was complete +1. So if order is complete on the 15th, bill day is the16th.
Why do consumers and businesses have to pay into this fund?
The Federal Universal Service Fund, or USF, helps to make phone service affordable and available to all Americans, including consumers with low incomes, those living in areas where the costs of providing telephone service is high, school and libraries and rural health care providers. All telephone companies providing interstate service must contribute to the USF and are permitted to pass their contribution costs on to their customers.
The purpose of this charge is to recover our required USF contribution amount attributable to each customer’s interstate and international service charges.. The money collected from the Federal Universal Service Fee is paid by Clearwire into the Universal Service Fund.
What does each customer pay?
Effective October 1, 2006 Clearwire implemented the Federal Universal Service Fee as mandated by the FCC. This total USF fee will likely range from 6-10% of your phone service charges including the standard fee and your international long distance service charges. Specifically, under the FCC’s rules, Clearwire will compute your USF fee monthly based on the following formula:
[(64.9% x Monthly Service Fee) + International call charges] x the FCC-specified contribution percentage which changes on a quarterly basis (currently 9.1%).
This is the same contribution percentage that is assessed by the FCC on traditional voice providers. Clearwire will not provide advance notice of changes to the quarterly Universal Service Fund contribution percentage except as required by law.
This new USF charge will appear as a separate line item called the Universal Service Fund Fee.
Once USF payments are made, where do they go?
The USF payments are collected from telephone service providers and administered by the Universal Service Administration Corporation (USAC). USAC was designated by the FCC as the entity responsible for all aspects of collecting, administering and disbursing funds according to eligibility criteria established by the FCC. Beneficiaries of the USF include schools, libraries, low-income consumers, rural healthcare providers and consumers in rural areas.
How is it determined what amount Clearwire has to pay into the Universal Service Fund?
The amount Clearwire and other telephone service providers are required to pay into the Universal Service Fund is based on a percentage of at provider’s state-to-state and international revenues. This percentage is set by the FCC on a quarterly basis.
Are you applying the Universal Service Fund Fee to Internet service?
No, the FCC’s rules exempt revenues from Internet service in its assessment on us; therefore we do not apply the fee to Internet service.
Is there an FCC web site I can visit for additional information about the Federal Universal Service Fund?
You can visit fcc.gov/cgb/consumerfacts.
911 Information
Are 911 Emergency Services available with Clearwire Internet Phone Service?
Yes, 911/E911 is provided with the Clearwire Internet Phone Service. 911/E911 services on VoIP networks function differently than 911 services on traditional telephone lines. VoIP networks use the Internet to transmit phone calls, and 911/E911 availability must be confirmed before activation of service or any moves.
What are the differences between the 911 service offered with Clearwire Internet Phone Service and with a traditional telephone service?
VoIP Services use the Internet to transmit phone calls; therefore 911/E911 capability is dependent upon your Clearwire High-Speed Internet Service being available. If there is a power failure, or your Clearwire High-Speed Internet Service is down, suspended or disconnected you won't be able to make a 911 call.
Should I test 911 Dialing?
No, you do not need to test 911 dialing. You will receive an email confirmation that your 911/E911 capability has been activated. Once you receive this email confirmation, 911/E911 will be available to you.
How do I change my 911 address?
You can update or change your 911/E911 address at any time. Just go to www.Clearwire.com, then to “My Account” log in then to Clearwire Internet Phone Service, then look for 911/E911 address update information or dial 1-888-Clearwire. The request will take 3-5 days, and you will receive an email confirmation if your 911 dialing has been activated. If you receive this email confirmation,911/E911 will be available to you at the updated address. 911/E911 may not be available at the new address, and if 911/E911 is not available, your Clearwire Internet Phone Service will be disconnected or suspended.
What happens if I move to a new address? What do I need to do to ensure 911 Emergency Services are still available on my Clearwire Internet Phone line?
You can request an update or change to your 911/E911 address at any time. Just go to www.Clearwire.com, then to “My Account” log in then to Clearwire Internet Phone Service, then look for 911/E911 address update information or dial 1-888-Clearwire. The request may take 3-5 days, and you will receive an email confirmation if your 911 dialing has been activated. If you receive this email confirmation, 911/E911 will be available to you at the updated address. 911/E911 may not be available at the new address, and if 911/E911 is not available, your service will be disconnected or suspended if you move to the new address.
Network & System Requirements
What are the minimum system requirements for using Clearwire Internet Phone Service?
You must have the following equipment and meet these system requirements to use Clearwire Internet Phone Service:
· Clearwire High-Speed Internet Service
· A regular telephone (corded or cordless) with telephone cord
· A personal computer with a Microsoft Internet Explorer 5.5 (version 5.0 for Macintosh) or higher, or Netscape 7 or higher.
NOTE: Computer is required to set up and activate the account. It is not required to make phone calls.
Do I need a computer to use Clearwire Internet Phone Service?
No, but you do need one to set up and activate the account. You will also need access to the Internet to administer your account and to manage many of the service features using the online Account Manager.
Does my computer have to be turned on to talk on the phone?
No, you can make and receive calls with Clearwire Internet Phone Service even if your computer is off.
Feature Activation
How do I access voicemail for my Clearwire Internet Phone Service?
There are two ways to access your voicemail:
· By telephone.
You can access your voicemail simply by dialing *98 when calling from your own phone. Or, if you'd like to access your voicemail from work, from your cell phone, or from any other phone, you can dial your Clearwire Internet Phone number, and press the 9 digit and follow the prompts.
· By e-mail.
You can choose to have your voicemail sent to your e-mail address as a .wav attachment. You then listen to your voicemail by simply opening the attachment (the file will normally play in either Windows Media Player or some other player). Your voicemail will not be transcribed into text format; rather, you'll hear your messages the way they were recorded. Until you open the e-mail message, you can continue to retrieve these messages by dialing into the voicemail Dial-in Number.
Can I access my voicemail for my Clearwire Internet Phone Service from another phone?
Yes, to access your voicemail from any phone including your cell phone, just dial your Clearwire Internet Phone number, press the 9 digit and follow the prompts.
Do I get a voicemail box for each phone number I have with Clearwire Internet Phone Service?
You get only one voicemail box with your Clearwire Internet Phone service. Unanswered calls to your phone number or any secondary numbers that you may have will be directed to that same voicemail box.
If my Clearwire High-Speed Internet Service is not working, can people still leave voicemail on my voicemail?
Yes, however if your Clearwire High-Speed Internet service is not working, you will have to retrieve your messages by dialing in from another phone line.
How many phone numbers can I have with Clearwire Internet Phone Service?
You can have only one primary number from Clearwire Internet Phone Service. This number must be an area code associated to the service address of your Clearwire Internet Phone Service. This primary number will be the number that all your calls originate from and the number that appears on others' Caller ID displays. You can have up to sixteen secondary numbers in the same city or different cities where Clearwire offers secondary numbers.
Why would I want a Secondary Numbers for Clearwire Internet Phone Service?
Secondary numbers allow you to have a local number in different cities. For example, you may currently reside in Stockton, California and have a primary number with a Stockton area code, and get a secondary number associated with Visalia, California. This allows your friends and families who reside in Visalia, CA to call you at this local number without incurring any long distance charges.
If my Clearwire Internet Phone Service secondary number area code is different than my home number area code, will people calling me be charged long distance charges?
It depends. Callers may be charged long distance or local charges based upon the relationship of their area code and number to your primary or secondary numbers.
Can I forward my Clearwire Internet Phone line to any phone number?
Yes. With Call Forwarding Plus, you can forward your Clearwire Internet Phone to any phone number in the U.S. or Canada.
If I forward my Clearwire Internet Phone line to another phone number, will all my additional numbers be forwarded?
Yes. When you enable Call Forwarding Plus using the Clearwire Internet Phone Service, you are forwarding the entire phone line (i.e. all incoming calls) to another destination.
How many numbers can I forward my Clearwire Internet Phone to?
With Call Forwarding Plus, you can forward your Clearwire Internet Phone line to up to 10 numbers. You can even select whether to have all 10 destination numbers ring all at once or one after the other.
Can I change my Clearwire Internet Phone number?
Yes. To change your Clearwire Internet Phone number, please contact Clearwire Internet Phone Customer Care at 1.888.CLEARWIRE (1.888.253.2794).
How many numbers can I screen with the Clearwire Internet Phone Call Screening feature?
You can screen up to 10 numbers. You can add and remove numbers at any time as well as screen all calls from all private or unknown numbers.
What happens when people whose numbers I've screened call me on my Clearwire Internet Phone line?
When you screen a certain phone number, any incoming calls from that number will automatically be forwarded to your voicemail.
What happens when I forward my Clearwire Internet Phone line but I'm screening some phone numbers at the same time?
Call Screening always takes priority over your Call Forwarding Plus settings. So even though you have your line forwarded, people calling from screened phone numbers will continue to be automatically directed to your voicemail.
What happens with my Clearwire Internet Phone Service when I activate my Call Forwarding Plus and Do Not Disturb features at the same time?
Do Not Disturb always takes priority over your Call Forwarding Plus settings. So in this case, even though you have your line forwarded, incoming calls would still be directed to your voicemail.
Can I send a fax over the Clearwire Internet Phone line?
Yes. This feature is currently available.
Is 7-digit dialing available with Clearwire Internet Phone service?
Yes, Clearwire Internet Phone service allows for 7-digit dialing or 10 digit dialing (area code plus number) for any number within the same area code as your primary phone number. For all local or long distance calls outside your area code, you are required to dial 10-digit or 11-digits (1+ 3-digit area code + 7-digit number).
Can I make calls to toll-free numbers using my Clearwire Internet Phone service?
Yes. You can make calls to toll-free numbers such as 1-800, 1-888, 1-877, 1-866, etc.
Can I see a detailed view of my Clearwire Internet Phone usage?
Yes. You can view your Clearwire Internet Phone usage by going to www.clearwire.com, my account management. You will need to go to the Clearwire Internet Phone section and then click on usage history. Usage is broken down by date, time, inbound/outbound, other party phone number, length and charges for each call.
Troubleshooting FAQs
I have followed the Quick Start guide and completed the installation of the phone adapter but I don't hear a dial tone when I pick up my phone.
Please be sure that your Clearwire High-Speed Internet Service is functioning properly. A functioning Internet connection is required to make and receive phone calls.
Be sure you've visited the Clearwire Internet Phone Service online Account Manager to activate your phone adapter. You will find the activation code on the top of your phone adapter.
· Try plugging the phone you'll be using with your Clearwire Internet Phone Service into a normal phone jack at home to make sure it's working properly.
· Make sure the telephone plugged into the Phone Adapter is plugged into the "Phone1" jack.
· Make sure that all the cables and adapters are securely plugged in and that all of the modem and phone adapter lights are lit showing power.
I moved my Phone adapter within my service address and I am no longer able to make or receive calls.
Make sure that the Ethernet cable is properly connected to the Phone adapter and to your router/home network, and that the telephone wire is connected to the Phone 1 port on the Phone adapter.
My call waiting feature has not worked since I forwarded my Clearwire Internet Phone to another phone line.
The Call waiting feature depends on the phone line to which you've forwarded your Clearwire Internet Phone calls. For example, if you forward your Clearwire Internet Phone number a number that does not support Call Waiting, you won't have access to the Call Waiting feature.
My Call Display feature has not worked since I forwarded my Clearwire Internet phone line to another phone line.
The Call Display feature depends on the phone line to which you've forwarded your Clearwire Internet Phone calls. For example, if you forward your Clearwire Internet Phone number to a number that does not support Call Display, the caller’s information will not be displayed.
When calling an IVR system (such as online banking), I'm unable to complete my transaction.
This may happen when your Internet connection experiences high latency. When you press a digit on the telephone keypad, the audio signal that's being sent is slow and gets to the IVR system after the timeout feature of that IVR. Latency is related to the speed at which information travels from point A to point B. It may be possible to correct the situation by contacting customer care.
I've activated my Voicemail to e-mail feature but am not getting my e-mail messages.
There are several possible reasons why you might not be receiving the e-mail messages:
· When configuring this feature, the e-mail address was not entered correctly.
· Your e-mail inbox currently exceeds its capacity, and is not allowing any more messages to come in.
· Your spam filter is rejecting the e-mail messages, or sending them to a junk mail folder.
Please go to my account management at www.clearwire.com to verify that you entered the email address correctly.
When I receive my voicemail by e-mail, I cannot hear the message.
If Windows Media Player (or your preferred *.wav player) opens and you still can't hear the message, it may be because:
· The caller hung up after the beep.
· The speakers are not turned on.
· Your audio player may require a plug-in.
I can't get a dial tone (and I could before).
Try to power cycle your Clearwire Internet Phone adapter & Clearwire Modem by unplugging the power cord (the small black wire) for 10 to 15 seconds and then plugging it back in. Wait for the light to turn solid green before proceeding.
Try plugging the phone you'll be using with your Clearwire Internet Phone service into a normal phone jack at home to make sure it's working properly.
Make sure the telephone plugged into the Phone Adapter is plugged into the "Phone1" jack.
Make sure that all the cables and adapters are securely plugged in and that all of the modem and phone adapter lights are lit showing power.
Voicemail
What type of Voicemail Greetings can I use?
You can record your own personal greeting or use the default greeting.
How many Messages does my mailbox hold?
25
What is the maximum length of a voicemail message?
3 minutes
How long can my personal greeting be?
30 seconds
Can I receive my messages via E-mail?
Yes. In the features dashboard you can change your voicemail settings so that you receive your voicemail via email. By choosing email, each voicemail message will be sent as a WAVE (.WAV) attachment to the email account. You can listen to your messages as often as you wish, or send them to your friends
How long are my messages stored?
New or skipped messages are saved for 21 days. Saved messages are stored for 7 days. If you receive your voicemail via email, new messages are automatically archived and are stored for 7 days.
Will I be notified that a message will be deleted?
Yes. You will hear a deletion warning message and may save the message again to prevent deletion.
How will I know that I have a Voicemail message?
You will hear a series of tones before your dialtone. These tones are not heard if you receive your voicemail via email.
Can I access my voicemail from any phone?
Yes. Just dial your Clearwire phone number and press 9 when you hear your voicemail greeting.
How do I know when the message was left?
There is a date and time playback header on your messages. This can be turned on or off by pressing 5.
Can I change the number of rings that callers hear before they go to voicemail?
Yes. You can set the number of rings between 1 and 9 under the Voicemail section in the Features Dashboard.
What are my Voicemail Playback options?
Here are the options:
0-Help Message |
1-Rewind 10 seconds |
2-Pause |
3-Skip forward |
3-3- Go to the end of the message |
4-Slow playback down |
5-Play envelope |
6-Speed playback up |
7-Ignore |
7-7-Delete message |
8-Normal volume |
9-Louder Volume |
#-Skip message |
*-End message review |
|
System Requirements
