FAQ Topics:

General Inquiry
SageVone Package Plans
IP Connection and Configuration
Phone Number Portability
General Billing Inquiries
Managing SageVone Account
Troubleshooting Problems
Sagevone E911 Service

What is SageVone?

SageVone is the wise way to communicate. It is a telephone service that uses the Voice Over the Internet Protocol (VoIP) technology allowing customers to enjoy cost-effective and high-quality communication services for local and long distance calls. SageVone offers affordable package plans bundled with the latest calling features which you can enable or disable anytime you want.

What is VoIP?

VoIP is a short term for Voice over the Internet Protocol. Through this technology, voice conversations are converted into data and routed through the Internet and comes out to the call recipient as a regular phone call. The ability to route calls in the IP network allows VoIP providers to bypass the expensive legacy public switched telephone network (PSTN) thus reduces calling rates but with the same voice quality.

What do I need to avail of SageVone services?

You just need to have the following:

1. Internet access through broadband connection (DSL or Cable) or dial-up connection.
2. Phone adapter (SageVone Phone Adapter or any compatible device listed in Device List page).
3. SageVone Account (includes Account information and Billing information).

What is broadband? How is it different with dial-up?

Broadband is a fast-access internet connection that allows you to have "always on" internet access unlike the dial-up internet where you still have to dial your ISP access number before you can get connected. Also, if you have broadband connection via DSL, your primary phone line will not be busy if you are connected to the internet. With dial-up, you will not be able to use your primary phone line as it will always be busy while you are connected to the internet.

How does VoIP work with dial-up connection?

SageVone also offers phone adapters designed to work with dial-up internet. You just have to connect the phone adapter to the phone line, to an analog phone and to the computer. Internet account information (Username&Password) and ISP dial-up access number should be configured to the phone adapter through the computer befor you can make VoIP calls.

Is the voice quality the same with broadband connection?

Yes. You would hardly notice the difference, if there is.

How do I get a broadband connection? Do you also offer that service?

No. SageVone only offers VoIP calling plans. You may get broadband connection through phone companies offering DSL services or through cable companies.

What is a phone adapter?

It is a device that connects regular phones to the internet for making VoIP calls. It is also called as Analog Telephone Adapter (ATA). With this device, the voice conversations are converted into IP packets and vice-versa. It also provides the dial tone and allows you to manage call setup.

Do I have to purchase the phone adapter from SageVone?

Your SageVone phone adapter comes with your SageVone plan for free! But if you wish to buy from another vendor, please make sure that is compatible with our network. For the list of supported phone adapters, please see Device List page.

How long does it take to receive my SageVone phone adapter?

Our standard shipping takes about 3-5 days.

How can I track my SageVone order?

We will notify you through email once we ship your order and you can track your order through the tracking information included in the shipment notification email.

Is there a contract when I sign-up in SageVone?

None. If for some reason you are not happy with SageVone, you may cancel your subscription anytime.

How is the voice quality of SageVone compared to my current phone service?

You won't actually notice the difference! It has the same voice quality as a regular phone line.

Will there be the same calling features as my current phone?

Yes and more! For a list of available calling features, please see Products page.

Will I get charged for the calling features I wish to enable?

No. Your plan comes with over 30 free calling features. For some advanced features not included in your package, you may have to pay additional fees. For more info, please see Products page.

Can I still disable the calling features if I change my mind?

Sure. You have total control of the calling features you wish to use through your SageVone Account page, My Vone features menu.

Can I use any phone with SageVone?

Sure! As long your phone is connected to the phone adapter which is connected to the broadband modem, you can start making SageVone calls.

Do I need a computer to make calls?

Not necessarily if you have broadband connection because the SageVone phone adapter is pre-configured for you. All you need is a broadband modem to connect with the phone adapter and you can start making phone calls from a regular phone. But for dial-up connection, you would only need a computer to configure your dial-up internet account information and ISP dial-up numbers. Once done, you don't need your computer anymore. You just have to turn on your phone adapter everytime you wish to make and receive VoIP calls.

Can I also make calls through my computer?

Sure! There are several softphones that you can use in conjunction with your SageVone plan to make and receive calls through your computer, anytime, anywhere. Please research the internet for softphones and call our technical support team for assistance with provisioning and set-up.

I want to switch to SageVone, can I keep my current phone number?

Yes, if you wish! All you have to do is sign and submit to us the Letter of Authorization for porting your current number to your SageVone line. Just follow the following 3 simple steps:

1. Print the Letter of Authorization (LOA).
2. Complete and Sign the LOA.
3. Fax the signed LOA to 1-877-809-4133.

We will notify you by email once the LNP process is completed!

Do I need to disconnect my current phone service to use SageVone?

No. If you want to maintain your current phone service, you can still use SageVone as another phone line. Your SageVone service is different from your local phone service because it is connected though your broadband internet access.

Who can I call? Do the parties I call also need t o have a VoIP line?

No. Your SageVone phone is just like the traditional phone. You can call anyone you want, anytime, anywhere. Although you might consider having your family and friends subscribe to SageVone too to save more money on calls because with SageVone, you can have unlimited SageVone-to-SageVone minutes

What are the rates for international long distance calls?

In the SageVone Package Plans details page, select the country you wish to call from the Search Calling Rates drop down menu and the calling rates will be displayed.

What if I travel, can I bring SageVone with me?

Definitely! Another good thing about SageVone is that it is portable! This means that you can still make and receive calls anywhere you are as long as you have your phone adapter connected to the internet. Please take note that SageVone phone adapters are specifically designed for broadband connection or dial-up connection. You cannot use your Dial-up phone adapter to connect to a broadband modem or vice-versa.

What if I move, can I still avail of SageVone services?

Of course! You can take SageVone anywhere and you may choose to retain your SageVone number in your previous location or you may opt to change your number based on your new location. Feel free to contact us through our website or call our customer care and we will be glad to assist you.

Will my phone number be published in a phone book?

No. Your phone number will not be published in phone books.

Will my alarm system work with SageVone?

Depending on the network of your alarm company SageVone service will work with your alarm system. Please contact your alarm company to find if their network is compatible with VoIP and then contact us if you need assistance with setting your alarm system to work with SageVone.

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What package plans do SageVone offer?

We have In-Network plan and basic and premium plans for residential and business customers. These plans are bundled with the basic and advanced features. Please visit the plan details page for more information.

What is the network-to-network unlimited minutes?

If you are a SageVone subscriber, all your incoming and outgoing calls with another SageVone subscriber are free and unlimited!

What if I exceeded my plan minutes, how much do I have to pay for my overages?

If you exceeded your plan minutes, you will be charged a fixed rate of 2.95 cents per minute for your overage minutes.

Can I have more than one phone number?

Yes, definitely. The Virtual Number feature allows you to have a secondary number that would ring your primary number. You may choose area codes other than those in your current location. This Virtual Number only works for your incoming calls. With this feature, the people calling you saves money because you may choose an area code in their location, making their calls appear to be a local call.

How much do I have to pay for the Virtual Number?

There is a monthly fee of $4.95 for each virtual number.

I want to have additional numbers. Up to how many numbers can I have?

If you are a residential customer, you may have up to 5 virtual numbers. For business subscribers, there is no limit. If you would like to have additional line for outgoing and incoming calls, you have to sign-up for additional package plan.

Can I choose any number from any country?

Right now, SageVone offers US numbers only. You may choose any area code of your choice within the US.

How do I get charged if I use call forwarding?

Charges to be applied depend on the destination of the call being forwarded. If you are forwarding to a number that is included in your plan, then there would be no additional charges. But if you are forwarding to a country not included in your plan, then standard international long distance rates would apply.

What are the phone features included in my plan?

There are more than 30 calling features bundled in each package plan. Please visit the package plan details page for more information.

Will I be charged for my incoming calls?

Yes. Your incoming calls will be charged against your included minutes. If you exceeded your plan minutes, your incoming calls will be charged by a fixed rate of $2.95 cents per minute. For unlimited plans, there will be no extra charges for incoming calls.

Can I use SageVone to call 1800 numbers?

Definitely! Just like a regular phone, you can call any number you wish to.

Will I be charged if I use SageVone to call 1800 numbers?

Yes. Calling a 1800 number is just the same as calling a local or domestic number. It will be charged against your included minutes, if you don't have unlimited minutes.

Do I get charged when I check my voicemail?

No. Voice mail is included in your SageVone plan.

What countries other than Canada and Puerto Rico can I call for free if I have SageSaver Unlimited calling plan?

You can call some cities and mobile phones in the following countries: Hong Kong, Argentina, Russia, Singapore, United Kingdom, Ireland, Germany, Netherlands, Spain, France, Sweden, Italy, China, Denmark, and Finland. Please refer to the SageSaver Unlimited plan - included countries for the complete list of countries and cities/mobile area codes included in the unlimited plan. International rates apply to area codes not included in the list.

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What connection do I need for my phone adapter?

You need to have an Ethernet cable to connect your phone adapter in your broadband modem for broadband internet. For dial-up, you just need to connect your phone adapter to the phone jack and an ethernet cable to your computer and to your phone adapter.

What Internet Service do I need for SageVone?

You need to have broadband internet access (through DSL or cable)  or dial-up internet.

Do I need a computer for SageVone to work?

You can make and receive calls even without a computer. However, if your phone adapter is not purchased from us, you would need a computer to configure it through a web browser. You would also need a computer to configure your internet access if using dial-up connection.

Do I also need a router?

Not necessarily. You would only need a router if you are connecting more than one computer with your internet network.

Can I purchase my phone adapter from another vendor?

Yes. If you wish to purchase your phone adapter from another vendor, please make sure that it is compatible with SageVone. Please refer to the Device List page for more information.

How do I configure my phone adapter?

If you purchase a SageVone phone adapter for broadband internet, we will configure it for you. When you receive it, you just have to follow the simple steps in the Quick Installation guide that comes with your SageVone phone adapter. If you have an existing phone adapter or you opt to purchase it from another vendor, we will contact you for phone adapter configuration instructions once your user account has been created in our system.

If you will use dial-up internet, you simply have to follow the dial-up configuration steps in the Quick Installation Guide that comes with your SageVone phone adapter.

If I have my own IP phone, do I still need a phone adapter?

No. But please make sure that your IP phone is compatible with our network. Please refer to the Device List page for more information.

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Can I keep my current phone number if I switch to SageVone?

Sure! With the Local Number Portability (LNP), you may keep your existing phone number even if you change your phone service provider.

Up to how many numbers can I transfer?

If you are signing up for residential plans, you may transfer up to 5 numbers. For business plans, you may transfer as many as you want.

What do I need to do to keep my phone number?

When selecting your phone number at the beginning of the sign-up process, choose the option to keep my existing phone number. Then, you have to fill-up, sign and fax a Letter of Authorization which proves that you authorize the transfer of your phone number from your current phone provider to your SageVone account.

Why do I have to submit a Letter of Authorization?

Without the Letter of Authorization, your request to keep your phone number cannot be processed. Your current phone service provider requires a signed proof that you are allowing them to port your phone number to us.

How long does it take to transfer my phone number?

It usually takes about 15 to 20 business days from the time we receive your LOA.

Can I make calls while waiting for transfer process to complete?

Yes. You will have a temporary SageVone phone number after you have completed your sign-up process. After you have received your SageVone phone adapter, you may immediately use this temporary number to make and receive phone calls. Once the phone number transfer has been completed, this temporary number will be deactivated and you will be contacted by our SageVone support for re-configuration of your phone adapter using your old phone number.

Can calls for my existing number be forwarded to my temporary SageVone number?

Yes. Once we receive the LOA, we will notify your service provider to forward all your incoming calls for the existing number to your temporary SageVone number.

How do I know if the transfer is already completed?

We will notify you through email as soon as the transfer has been completed.

When do I disconnect my current phone service?

You don't have to contact your current service provider for disconnection while the transfer is in process. Once we have your LOA, we will coordinate with your service provider for the transfer of your number. As soon as the process is completed, your current phone service will be automatically deactivated but you are responsible for the applicable charges with your service provider during the waiting period.

Is it possible that I cannot transfer my phone number?

Yes. There could be some calling features attached to your phone service that hinder the transfer or there are some information by your provider which are not met. Other reasons depend on your account history. In these cases, we will notify you as soon as possible for proper action.

What happens to my temporary number once my number has been ported?

After successful transfer of your number, we will contact you for re-configuration of your phone adapter using your old number. After which, you will not be able to use the temporary number that we gave you

What if I also want to keep the temporary number?

If you want to keep the temporary number as an additional line or as a virtual number, then additional charges would apply.

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Does SageVone send a paper bill?

No. To save money even more and for convenience, we will not be sending paper bill. You may view your bill online anytime by logging into your SageVone account and see your Billing History.

How long will my bills be available online?

Your SageVone bills will be available online for 6 months.

How do I pay my bills?

SageVone will automatically charge your credit card on a monthly basis at the end of each billing cycle.

What if my credit card is declined?

It could be that your credit card is no longer valid or some information need to be updated. In this case, we will notify you by email as soon as possible for the necessary updates on your billing information.

What if I need to change my credit card information?

You may change your credit card information by logging into your SageVone account and click Edit Profile

What if I need to change my billing address?

You may change your billing address through your SageVone account by clicking Edit Profile.

What if I have inquiries or problems with my bill?

Please feel free to contact our customer support for any questions you may have, including billing and payments inquiries.

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How do I sign-up for a SageVone service?

Simply click the Order Now link in the package plan of your choice and you will be guided all though out the registration process.

What do I do if I forgot my password?

Simply click on the Forgot Password link in the login box, enter your user id and the email address that you used to register with us and we will send the password back to you.

How can I change my account email address?

You may change your account email address by logging into your SageVone account, click My Profile. Edit your email address information and click update.

How do I change my credit card information?

You may change your credit card information by logging into your SageVone account, click My Profile. Edit your credit card information and click update.

Can I see my bill and call history online?

Yes. Simply log in to your SageVone account and click Billing History.

How do I know what calling features are activated?

You may view and manage your calling features by logging into your SageVone account and click the My Vone Features menu. You will see the calling options menu on the left hand side of the page. Click these calling options and you will see the available calling features on your plan. Click on these features to activate or deactivate a particular calling feature. You may also manage your calling features using your phone through the Feature Access Codes. For a quick reference guide on Managing Call Features, please see SageVone User Guide.

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I have a problem with my phone adapter. The red light continuously blinks.

1. Take the phone off the hook. The red button on the top of the phone adapter will illuminate.
2. Be prepared to write down the IP address! Press the illuminated red Function button and then dial 80# on your phone
3. If you do not get an IP address, then check all of your cables and make sure that you have Internet access.

I don't hear a dial tone in my phone.

1. Check to make sure the phone is plugged into phone1 port.
2. Check to make sure Ethernet link light on the back of the Phone adapter is active.
3. Verify the Phone adapter has an IP address by taking the phone off hook and pressing the illuminated red button and then dial 80# on your phone.
4. If you do not get an IP address, then check all of your cables and make sure that you have Internet access.

I'm hearing a fast busy signal.

1. Check the international number you are calling: dial 011 + country code + area code + number
2. Check the domestic number you are calling: dial 1 + area code + 7 digit number

My phone does not ring when I receive a call.

1. Check to make sure the phone is plugged into phone1 port.
2. Make sure the ringer on your phone is set to the proper volume.

Unable to receive calls

1. Check internet connectivity.
2. Firewall security options blocking SageVone traffic.
3. Reboot phone adapter.

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