Costco | AccessLine Digital Phone System

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ALL Frequently Asked Questions

Q: Do I have to provide my own broadband to use your Digital Phone Service?
A: Yes, DPS was designed to work with an existing broadband connection.

Q: What do I do if I don’t have enough bandwidth on my broadband circuit?
A: You must upgrade your service from your broadband carrier. To use our 2 line DPS service, you must have a minimum of 128k on both inbound and outbound paths of your broadband circuit, and a maximum latency of 150 milliseconds. If you order 3 or more lines of DPS service, more bandwidth will be required. Our sales representatives can help you test your circuit to see if it qualifies.

Q: Can I buy service without the phones?
A: No, our Digital Phone Service is designed to work with either the Mitel 1000 phone system or the Vertical Xcelerator phone system.

Q: Can I buy the equipment without the service?
A: No, we have created a special equipment and service bundle that is integrated together.

Q: How many phone lines can I have?
A: Digital Phone Service is designed as a package that includes a minimum of 2 lines of service. The Mitel 1000 phone system is intended for home offices with between 2 and 3 employees. The Vertical Xcelerator phone system is intended for small offices with between 3 and 16 employees. Unlike other services, you do not have to purchase a phone line for each employee. This can save you up to 50% of the cost of monthly phone service for your office.

Q: How do I know how many phone lines are enough for me?
A: It depends on how you use your phones in your business. If every person is on the phone practically all day, then each person needs their own line. Starting at about 6 or 7 employees, however, it is likely that 3 or 4 lines will serve 6 or 7 employees. When you have 16 employees, typical random phone use means that all can typically be served by just 8 phone lines. This is one of the key savings points of a professional phone system!

Q: Can I order an additional phone as my business grows?
A: Absolutely! If you start with just 2 phones, you can add up to 14 more on the Vertical Xcelerator at any time. We will ship you the additional phone within 2 business days from the day you order it. We will give you the same great “0 percent financing” deal on every phone you buy! Starting that month, you will see an additional charge on your monthly bill. (If at any time you cancel service during the next 12 months, your credit card will be charged for the remaining total phone equipment money owed).

Q: Can I order an additional phone number if I need one?
A: You initially receive a complimentary (free!) Local phone number with every line of service. If you wish to order our Automated Attendant Feature with your Digital Phone Service, that service will come with an additional Local number. (If you’d prefer, you can transfer your current Local numbers to your Digital Phone Service; see “Local Number Portability”).

You may order additional Local numbers, for a modest monthly price (check the price sheet for details). In addition, you may order as many Toll Free numbers as you wish. (If you’d prefer, you can transfer your current Toll Free numbers to your Digital Phone Service; see “Porting Toll Free Numbers: RespOrg”).

Q: May I order just the Digital Phone Service now, and add additional features later?
A: Absolutely! You may add any of our convenient feature options at any time. These include:

Auto Attendant

Conferencing Number

WebFax account and mailbox

Voicemail Box

Remote Market Numbers

Directory Listing

Vanity Number (Toll Free Only)

Q: May I order an additional phone line if I want one?
A: It depends on which phone system you initially order. The Mitel 1000 phone system currently comes with 2 lines that work on your broadband circuit (IP lines). You may not order any more lines on that phone system. With the Vertical Xcelerator phone system, you may order up to an additional 6 lines.

Both of these phone systems have a unique capability, unavailable from other providers in the U.S. You may order one or two regular (“Plain Old Telephone Service”, or “POTS”) lines and use them with your system! Even though these lines are not running on your broadband circuit, they will ring through to your phone system phones. (You will need to order these additional phone lines from your Local Exchange Carrier (LEC), and they will send you a separate monthly invoice).

Q: When will the phone equipment get here?
A: You will receive your Phone System and whatever phones/adapters you have ordered within approximately 7-10 business days from the acceptance of the Term & Conditions.

Q: Can I use a fax machine with your phone system and service?
A: If you need to use a fax machine, you will want to choose the Vertical Xcelerator phone system. It has a special port that supports fax machines.

Q: Can I continue to use my current Toll Free number? (“RespOrg”)
A: Yes, you can contact your current carrier and instruct them to allow us to take over the number for you. Call your sales representative or our customer service department at 877-357-0750, and they will coach you through this process. It will take a few weeks due to the paperwork process other carriers require; in the meantime, we will be providing you complimentary numbers that will work with your service.

Q: Can I continue to use my current phone number? (Local Number Portability)
A: Yes, you can contact your current carrier and instruct them to allow us to take over the number for you. Call your sales representative or our customer service department at 877-357-0750, and they will coach you through this process. It will take a few weeks due to the paperwork process other carriers require; in the meantime, we will be providing you complimentary numbers that will work with your service.

Q: I already have an AccessLine service. Can I continue to use this number with DPS?
A: Yes, we will transfer this number over for you.

Q: Can I change the outbound identifying number (CLI) associated with my service?
A: Yes, you can ask us to change your CLI number, and it can work for both your IP lines and any CO lines you may have, as well as for your Automated Attendant if you order one.

Q: May I add/cancel Toll Free numbers?
A: You may order as many Toll Free numbers as you wish. You may also cancel them as you wish. (If you’d prefer, you can transfer your current Toll Free numbers to your Digital Phone Service; see “Porting Toll Free Numbers: RespOrg”).

Q: May I add/cancel Local or Remote market numbers?
A: You may order up to 5 additional Local or Remote market numbers, for a modest monthly price (check the price sheet for details). You may also cancel them as you wish.

Q: May I add/change/cancel Directory Listings?
A: You may order up to 5 Directory Listings, for a modest monthly price, and a one time activation fee (check the price sheet for details). You may also cancel them as you wish.

Q: How long is my warranty?
A: AccessLine provides a warranty of 12 months from the time of purchase for either the Mitel 1000 Phone System or the Vertical Xcelerator Phone System. During that period, if any of your equipment should fail, simply call 877-357-0750 and let us know what is not working (the Phone System Base Unit, a Desk Phone, a Cordless Phone, or a wireless adapter), and we will immediately ship you a replacement. (Within 30 days of this notification, ship the damaged unit back to us, to avoid a charge for the piece of damaged equipment). This warranty covers equipment failure not caused by customer misuse or damage (e.g., coffee spills, dropping and shattering the phone, etc.)

Q: This service doesn’t work for me. Can I return the hardware and get my money back?
A: Yes, we offer a money back guarantee; within 30 days of your purchase if you are dissatisfied with the Service for whatever reason, you may discontinue Service and return all equipment for a full refund of all Service and Equipment charges. After the 30 days, you may cancel service without any cancellation fee, but you will be charged for the balance of the equipment fee.

Q: How do I set up my Automated Attendant?
A: Your AccessLine Sales Representative will assist you in setting up your Automated Attendant at the time you order it.

Q: What are my phone numbers?
A: You initially receive a complimentary (free!) Local phone number with each line of phone service. These numbers will be sent to you in an email from AccessLine within two days from the time you confirm your order. Please make sure that AccessLine Communications (somename@accessline.com) is allowed through your SPAM filter, otherwise you will need to call 877-357-0750 in order to find out what the numbers are.

Q: How do I run wires for the phones?
A: In the case of the Mitel 1000 Phone System, only the Desk Phones need a wire connecting them to the Base Unit; the Cordless Phones don’t require a wire, just plugging the base into an electric outlet. We recommend that you only use Desk Phones in the same room as your Mitel 1000 Base Unit, so that you don’t need to run any wire. If you choose to put Desk Phone in a room separate from the Base Unit, you will need to take care of the wiring yourself.

NEVER plug the Desk Phones into a standard telephone wall jack! They must only be plugged into the back of the Mitel 1000 Base Unit.

In the case of the Vertical Xcelerator Phone System, only the first four Desk Phones may use a wire connecting them to the Base Unit; none of the phones require a wire, as they can all work with the “wireless adapter” which plugs into any convenient wall power socket! The range for this wireless adapter is 40 feet; the phone/wireless adapter combination won’t work if it is more than 40 feet away from the base unit. If you choose to put Desk Phone more than 40 feet away from the Base Unit, you will need to run wiring; you will need to take care of the wiring yourself.

NEVER plug the Desk Phones into a standard telephone wall jack! They must only be plugged into the back of the Vertical Xcelerator Base Unit, used with our wireless adapter, or plugged in to your existing data network.

Q: I don’t have a free port on my modem or router what should I do?
A: You will need to buy a larger router, which will give you the free port you need.

Q: What do I plug the phone system base unit into?
A: The base unit plugs into a free port on your existing router. If you do not have a free port, you will need to buy a larger router.

Q: How do I set the system up?
A: Setting up either the Mitel 1000 Phone System or the Vertical Xcelerator Phone System to work with Digital Phone Service takes just a few minutes. For a complete “Quick Install Guide”, go to the appropriate phone system tab on this web site.

Q: Does the Vertical Xcelerator Desk Phone need a power supply?
A: Yes. If you choose to use it with the wireless adapter, than one power cord supplies power to both the phone and the adapter.

Q: Can I use the wireless adapter with any Vertical Xcelerator Desk Phone?
A: Yes. For your first four phones, you have an option; you can use a wire to plug the phone directly into the base unit, or you can use the wireless adapter. For phones 5 through 16, you must use the wireless adapter with the phones. The wireless adapter has a range of 40 feet from the base unit.

Q: What is the wireless adapter for?
A: The wireless adapter is for the desk phones accompanying the Vertical Xcelerator phone system. They are an option; instead of plugging the phones into the base unit itself, you can plug the wireless adapter into the phone, and then plug the wireless adapter into any wall power socket. While this is an option for your first 4 phones, it is the only way to “plug in” your 5th to 16th phone, unless you decide to pay for your own wiring specialist.

Q: How do I place a call?
A: For a quick but complete overview of how to use all the features of the Desk Phone, go to the appropriate phone system tab on this web site and open the “Desk Phone Quick Reference”. This handy guide will tell you everything you need to know.

Q: How do I use a feature of the Desk Phone?
A: For a quick but complete overview of how to use all the features of the Desk Phone, go to the appropriate phone system tab on this web site and open the “Desk Phone Quick Reference”. This handy guide will tell you everything you need to know.

Q: How do my numbers route?
A: For the Mitel 1000 phone system: You will receive 3 new local numbers with your DPS service. One phone number will route to line 1, one phone number will route to line 2 and the third number will route to line 1 and if line 1 is busy, it will "roll over" to line 2.

For the Vertical Xcelerator phone system: You will receive a new local numbers with each line of your DPS service. This system comes with Direct Inward Dial (DID), which allows a caller to ring a specific phone associated with that number.

Q: What is Local Number Portability?
A: Local number portability, (LNP), refers to the ability to transfer an existing fixed-line assigned by a local exchange carrier (LEC) and reassign it to another carrier. In some cases, there are limitations to transferability with regards to geography, service area coverage and technology.

Q: Can I use an alarm system with your phone system and service?
A: No, DPS does not support connection to alarm systems. You will need to obtain a phone line from your local telephone company for purposes of connection to your alarm system.

Q: How do I transfer/port my local number?
A: The telecommunications regulatory authorities require certain paperwork that authorizes AccessLine to transfer your number(s). Your sales representative will provide you with the appropriate paperwork. You must fill out the paperwork, sign it and fax it back to your sales representative. You must also include a copy of your most recent phone bill showing the number(s) you want to transfer (port) with your fax.

Q: How do I transfer/ port my toll free number?
A: The telecommunications regulatory authorities require certain paperwork that authorizes AccessLine to transfer your number(s). Your sales representative will provide you with the appropriate paperwork. You must fill out the paperwork, sign it and fax it back to your sales representative. You must also include a copy of your most recent phone bill showing the number(s) you want to transfer (port) with your fax.

Q: How long will it take to transfer my number?
A: Once AccessLine has received your completed paperwork authorizing your number transfer, it typically takes between 4 and 6 weeks to transfer local numbers. This depends on how quickly your existing phone company releases each phone number. For Toll Free numbers, this typically takes between 2 and 4 weeks. The process cannot start until you have sent in all required paperwork.

Q: Can I transfer my landline/home phone number to AccessLine?
A: AccessLine has a large, nationwide coverage area. Your sales representative will be able to tell you if AccessLine has service in your area and if your existing number can be transferred to AccessLine.

Q: I have a toll free number. Is that transferable too?
A: Yes, you may transfer your toll free number to AccessLine.

Q: What if I have a contract for my current phone lines/numbers?
A: Most likely you can still transfer your number(s). You may want to check to see if your existing carrier has early termination fees. Also, you will have to pay your balance.

Q: Can I transfer my number AND buy new phone numbers?
A: Yes. AccessLine will always provide new local numbers for your phone service equipment, regardless of whether you are transferring your existing number(s). You may also order additional local phone numbers for any enhanced features you may want, such as for an Auto Attendant. AccessLine offers local numbers in markets across the country. Make sure to talk with your sales rep about your needs.

Q: How do I know if my phone number can be transferred to AccessLine?
A: Simply give your existing phone number to your sales rep and he or she will be able to tell you if it is transferrable in a matter of minutes.

Q: Why should I transfer my number?
A: Transferring your number means that you can take advantage of a new phone system and lower phone line costs WITHOUT having to tell your customers to call a new phone number.

Q: Can I use a credit card “Point of Sale” (POS) machine with your phone system and service?
A: No, DPS does not support credit card POS machines. You will need to obtain a phone line from your local telephone company for purposes of connection to your credit card POS machine.

Q: What if my number fails to transfer?
A: If the transfer is delayed or denied by your current service provider, your salesperson or an AccessLine customer care representative will contact you to advise you regarding the issue or delay, and any actions you need to take with your current service provider.

Q: I only want to transfer my main number. What if I have other numbers on my current account that I don’t plan on porting?
A: Each provider will treat numbers that are not requested to port differently. Please contact your current provider to find out their policy for porting only one of a group of numbers.

Q: I disconnected my number more than 30 days ago. Can I still transfer it?
A: No, you will need to contact your carrier and re-purchase that phone number. We cannot port a number for which you are not currently billed.

Q: If I want to go to another provider FROM AccessLine, can I transfer my number away?
A: Yes, you can transfer any local or toll free number away from AccessLine. You would coordinate this through your NEW provider.

Q: Will my phone number(s) be “down” for a period of time?
A: When your phone number is ported to AccessLine, it will immediately start ringing on your AccessLine-provided phone system or your Auto Attendant or WebFax service, if this is what you specified.

Q: How much does it cost to port my number(s)?
A: There is a one-time fee of $9.00 to transfer a local phone number and $10.00 to transfer a toll free number.

Q: Can I cancel a transfer that is in progress?
A: Yes, if your number port has not yet been scheduled or is more than 2 business days away. Please contact AccessLine Customer Care. You also need to make sure your current service provider does not complete the cancellation of your number/services in their systems.

Q: I don’t want to pay for my existing service once I sign up with AccessLine, can I cancel it?
A: No. If you do cancel, we will not be able to transfer your phone number(s). You will have a short service overlap until the number(s) have been transferred.

Q: What if my phone number is on a DSL line?
A: If your phone number is connected to your DSL connection, you need to take additional steps to transfer your number to us. If you want to keep your DSL connection, check with your current phone service provider to see if they offer "naked DSL". If so, they can unbundle your phone number from your DSL service allowing you to transfer the number without problem.

Q: Will AccessLine cancel my old service after my number(s) have transferred?
A: No, it is your responsibility to cancel your previous service after your phone numbers have ported.

Q: Why might your number not be able to be transferred? What will slow the transfer process?
A:

DSL on line

Telephone number is disconnected

Phone bill from your current carrier within the last 60 days was not submitted to AccessLine

The account has been frozen and does not allow the account to be ported

Distinctive ring on the line

An existing transfer request is already in place

Name and address are different on your account than that submitted on your Letter of Authorization (LOA)

The service address is different from the address on the LOA Request

Telephone number is wireless and cannot be ported

Q: Do I need to alert my existing carrier that I intend to transfer my phone number(s)?
A: No, AccessLine will do that for you.

Q: What do I do after my number has been transferred?
A: After your number has been transferred, it is you responsibility to contact your provider and request that they disconnect your service.

Q: Who do I contact if I have questions?
A: If you have already submitted your number transfer paperwork, please contact Customer Care at: 1-877-357-0750. If you have NOT submitted number transfer paperwork please contact your Sales Representative.

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