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Frequently Asked Questions
What is ConnectTime Broadband Phone Service?
ConnectTime Broadband Phone Service is a Voice over Internet Protocol (VoIP) service that offers phone service over a DSL Broadband Internet Connection. ConnectTime Broadband Phone service is an enhancement to your existing North Pittsburgh Telephone Company phone service. With ConnectTime Broadband Phone service, you can make local, regional and long distance calls to the United States, Puerto Rico, the U.S. Virgin Islands and Canada at a great low rate. Call Management enables you to set up and manage call features like Voice Mail, Call Logs, Call Forwarding and Caller ID. A ConnectTime DSL high-speed Internet connection, local telephone service, a regular telephone, a router, and a telephone adapter are required for service. You will be assigned a new ConnectTime Broadband telephone number in addition to your existing North Pittsburgh Telephone Company local telephone number.
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What is Voice over Internet Protocol (VoIP)?
Voice over Internet Protocol is a technology that enables transmission of voice in a digital form in packets over the Internet.
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How does ConnectTime Broadband Phone Service work?
- The ConnectTime Broadband Phone Service adapter (ATA) converts your voice into packets of data that can be routed over the Internet to the person you want to call.
- The ConnectTime Broadband Phone Service routes your call to any phone, not just to another broadband phone.
- The data is secure because it is carried on a private Internet Protocol (IP) backbone.
- A ConnectTime DSL high-speed Internet connection, local telephone service, a regular telephone, a router, and a telephone adapter are required for service.
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How is ConnectTime Broadband Phone Service different from my current telephone service?
- ConnectTime Broadband Phone Service is a Voice over Internet Protocol (VoIP) service that offers telephone service over a DSL Broadband Internet Connection. A ConnectTime DSL high-speed Internet connection, a regular telephone, a router, and telephone adapter are required for service.
- When placing a domestic call with ConnectTime Broadband Phone Service, you must dial 1 plus the ten-digit telephone number (area code and number) of the person you are trying to reach.
- ConnectTime improves and simplifies call management by letting customers set up and manage popular call features like Voice Mail, Call Logs, Call Forwarding and Caller ID online via the ConnectTime Broadband Phone MyPhone Portal (myphone.connecttime.net).
- To use more than one phone with your ConnectTime Broadband Phone Service, an expandable cordless phone system is recommended.
ConnectTime Broadband Phone Service does support traditional E911 access to emergency services, but only at your North Pittsburgh Telephone Company physical service address.
- An accurate Service Address is required to route your calls to the closest emergency call center in the event that you dial 9-1-1. Therefore, it is imperative that your ConnectTime Broadband Phone telephone adapter remains connected at your NPTC Service Address location.
- ConnectTime Broadband Phone Service will not work in the event of a power outage. However, you can still use your North Pittsburgh Telephone Company traditional local phone service as an alternate means of access to E911 emergency services.
- ConnectTime Broadband Phone Service will not support home security systems and cannot be used with satellite television services.
- Network congestion or use of data services at the same time as ConnectTime Broadband Service might affect sound quality.
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Does ConnectTime Broadband Phone Service support TTY (Text Telephone Relay) for the deaf and hard-of-hearing?
At this time, ConnectTime Broadband Phone Service does not currently provide TTY services.
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Do I need to be a North Pittsburgh Telephone Company (NPTC) local or long distance subscriber to order this service?
Yes, only NPTC customers with local telephone service and a ConnectTime DSL Internet connection can subscribe to ConnectTime Broadband Phone Service.
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How do I contact ConnectTime Customer Service?
Call ConnectTime Customer Service at 724-443-2000 to reach a customer service representative directly, or send an e-mail to info@connecttime.net. To reach Technical Support, call 724-940-4357 (HELP) or send an e-mail to support@connecttime.net.
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Can anyone order ConnectTime Broadband Phone Service?
ConnectTime Broadband Phone Service is available to anyone in the North Pittsburgh Telephone Company service area with local telephone service and a ConnectTime DSL Internet connection.
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Can ConnectTime Broadband Phone Service be used with an analog or dial-up modem?
No, only ConnectTime DSL high-speed Internet service can be used with ConnectTime Broadband Phone Service.
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Does ConnectTime Broadband Phone Service support Satellite TV service?
ConnectTime Broadband Phone Service is not recommended for sending and receiving program and account updates to your set-top box. Satellite service typically requires an analog dial-up modem rather than a broadband connection.
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Will I need to purchase any additional equipment to use ConnectTime Broadband Phone Service?
If you do not already have a router, you will need to purchase one to use with your ConnectTime Broadband Phone Service.
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Will ConnectTime Broadband Phone Service work with my wireless home network?
Yes, if using a router. ConnectTime Broadband Phone Service is compatible with most home networking systems available at computer retail stores.
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Will ConnectTime Broadband Phone Service work on every phone jack in my house?
No. ConnectTime Broadband Phone Service does not use traditional phone jacks. It only works directly with the ConnectTime Broadband Phone Service telephone adapter and with a DSL modem. To use more than one phone with your ConnectTime Broadband Phone Service, we recommend using an expandable cordless phone system.
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Do I need a router?
A router is needed to use your ConnectTime Broadband Phone Service. If you do not already have a router, you will need to purchase one to use with your ConnectTime Broadband Phone Service.
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Can I use an Analog modem with ConnectTime Broadband Phone Service?
No, dial-up modems are not supported by ConnectTime Broadband Phone Service.
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What type of broadband/high-speed Internet connection can I use?
In order to take advantage of the benefits of ConnectTime Broadband Phone Service, you will need a DSL high-speed Internet connection of 3 Mbps or 512 Kbps in order to ensure reliability and quality.
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What are the bandwidth requirements for ConnectTime Broadband Phone Service?
The minimum bandwidth requirements for ConnectTime Broadband Phone Service is 3 Mbps download/ 512 Kbps upstream if you plan to surf the Internet and download information while using your ConnectTime Broadband Phone Service.
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With ConnectTime Broadband Phone Service, can I talk on the phone and use my computer at the same time?
Yes, your ConnectTime Broadband Phone Service will work even if you are simultaneously accessing the Internet, sending files or instant messaging over the same broadband connection with your computer. Heavy usage of data services at the same time as use of ConnectTime Broadband Phone Service may affect sound quality.
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If I lose power, will I still be able to use my ConnectTime Broadband Phone Service?
No, a power or broadband service outage will prevent ALL service from working, including the E911 Emergency Response Service. ConnectTime Broadband Phone Service and the E911 Emergency Response Service will not function until power is restored. However, you can still use your North Pittsburgh Telephone Company traditional local phone service as an alternate means of accessing E911 emergency services in the event of a power outage.
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Does ConnectTime Broadband Phone Service protect me from premium charged calls (i.e. 900 numbers) on my account?
Yes, all 900 and 976 numbers will be blocked from the service.
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Can I dial International calls using my ConnectTime Broadband Phone Service?
ConnectTime Broadband Phone Service does not support International calling.
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Do I need to have my computer on to make a call?
If you are making calls using a normal telephone (connected to your telephone adapter and router) your computer does not need to be on for ConnectTime Broadband Phone Service to work. You can make and receive calls just like you would with your traditional phone service.
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Will anyone be able to call me?
Yes, with ConnectTime Broadband Phone Service you can make and receive calls just like you would with traditional phone service - anyone can call you from anywhere. ConnectTime improves and simplifies call management by letting customers set up and manage popular call features like Voice Mail, Call Logs, Call Forwarding and Caller ID online via the ConnectTime MyPhone Portal (http://myphone.connecttime.net). Toll charges may apply to the person calling you depending on the telephone number from which they are calling. For a list of toll free calling areas, always consult with your local telephone company.
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How do I make Local and Domestic Long Distance calls from my ConnectTime Broadband Phone?
Dial 1 + area code + telephone number of the person you're trying to reach for all local, regional and domestic long distance calls.
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How do I know if I have Voice Mail messages?
- Pick up your ConnectTime Broadband Phone handset and listen for an "interrupted dial tone" - an interrupted dial tone indicates that a Voice Mail message(s) has been left for you.
- A Message Waiting Indicator Light will alert you when a new message is received if your telephone or other equipment attached to your telephone line (such as a Caller ID Unit) is equipped with a visual indictor lamp. If a message is received while you are on the phone, the lamp will be illuminated when you disconnect the call.
- You can also access voicemail through your web browser: Go to the MyPhone Portal at myphone.connecttime.net. Under the Voicemail menu option, select mailbox to check for new voicemail messages. Click the speaker icon under 'Open'. You must have a media player and speakers installed and operational on your computer to play voicemail messages from your computer.
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How do I dial 9-1-1?
ConnectTime Broadband Phone Service does support traditional E911 access to emergency services, but only at your North Pittsburgh Telephone Company physical service address. However, in the event of an emergency during a power outage, we strongly suggest that you use your local phone service as an alternate means of accessing 9-1-1 emergency services.
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Important Note:
If you use ConnectTime Broadband Phone Service from a location other than the Service Address that you have registered with ConnectTime(e.g., if you move or use the Service while you are traveling), any emergency calls you make will not be routed to the correct local emergency service provider. If you dial 911, the local emergency personnel receiving your call will not be able to identify your phone number or the physical address from which you are calling. You will need to state the nature of your emergency promptly and clearly, including your telephone number and location. The individual answering the call may not be able to call you back or find your location if the call is unable to be completed, is dropped or disconnected, or if you are unable to tell them your phone number and physical location and/or if the Service is not operational for any reason. ConnectTime's Emergency Response Service will not function during a power outage. Network congestion may result in reduced speed for routing 911 calls compared to 911 calls over traditional phone service.
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Can I send a fax using my ConnectTime Broadband Phone Service?
ConnectTime does not support fax capability.
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What calling features come standard with ConnectTime Broadband Phone Service?
All ConnectTime Calling Plans include the following set of Standard Calling Features: Call Waiting, Caller ID, Permanent Caller ID Block, Voice Mail, MyPhone Portal at http://myphone.connecttime.net, Call Forwarding, Speed Dial 20, and Return Call *69.
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What are the standard ConnectTime Internet features?
All ConnectTime Calling Plans include the following set of Internet Features located at the ConnectTime Broadband MyPhone Portal (http://myphone.connecttime.net), Call Logs with Click-to-Dial, Voice Mail, Voice Mail Forwarding, and Personal Address Book.
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Is Directory Assistance (411) service available with ConnectTime Broadband Phone Service?
Directory Assistance (411) is not available using your ConnectTime Broadband Phone Service. We recommend that you use your primary phone service or you can obtain online directory assistance at www.northpittsburghyellowpages.com.
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How do I access my ConnectTime Broadband Phone Service account when I'm traveling away from home?
By using the ConnectTime Broadband Phone Service MyPhone Portal (myphone.connecttime.net), you can check Voice Mail left on your ConnectTime phone from anywhere in the world.
Or, check your MyPhone Portal (myphone.connecttime.net) from any computer to review your Voice Mail messages, review call activity in the Call Logs, check your Personal Address Book, or activate features like Call Forwarding.
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How is my ConnectTime Broadband Phone Service phone number assigned to me?
Upon selecting an exchange from the list of those available when ordering ConnectTime Broadband Phone Service, any available telephone number from that exchange inventory will be automatically selected and confirmed for you. Not all exchanges are available.
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Will my new ConnectTime Broadband Phone Service main phone number be listed in my local telephone directory?
No, ConnectTime telephone numbers are not listed in local telephone directories like traditional telephone numbers. However, you can choose to have the telephone number used for your primary phone service listed in the official North Pittsburgh Telephone
Directory.
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Can I have a toll free number with my ConnectTime Broadband Phone Service?
No, we cannot set up your ConnectTime Broadband Phone Service as a toll free number nor can we support a toll free number as an Alternate Telephone Number. However, you can order a toll free number as an optional service with your local telephone service. Please contact customer service for more information.
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What type of Caller ID does ConnectTime Broadband Phone Service offer?
ConnectTime Broadband Phone Service offers Caller ID that displays the telephone number of the incoming call. In some instances, this information may not be available or may be blocked by the person calling.
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Can I use my own equipment from another service provider, like an adapter, router or IP phone?
Only a ConnectTime adapter can be used with the ConnectTime Broadband Phone Service. Routers from several manufacturers can be used with ConnectTime Broadband Phone Service. We currently do not support Internet Protocol (IP) phones.
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What is the ConnectTime Broadband Phone Service telephone adapter?
The ConnectTime adapter converts your voice into data packets that can be sent over the Internet. It is required for your ConnectTime Broadband Phone Service to work properly and will be provided to you.
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Do I need to use DSL filters with my ConnectTime Broadband Phone Service equipment or on the phones connected to the ConnectTime Broadband Phone Service equipment?
No, it is not necessary to use any DSL filters with your ConnectTime Broadband Phone Service. However, DSL filters are still required on any regular telephone jacks in conjunction with your regular telephone service.
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How can I get ConnectTime Broadband Phone Service on multiple phones in my home?
To use more than one phone for your ConnectTime Broadband Phone Service, we recommend using a cordless phone system with more than one handset. Then, connect the main base station to your ConnectTime telephone adapter, and use the cordless handsets in different locations.
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How is ConnectTime Broadband Phone Service billed?
You will be charged a flat, monthly recurring fee to your North Pittsburgh Telephone Company primary telephone bill. You can choose from three easy options to pay your primary telephone bill:
- Receive a monthly paper bill each month and pay by check
- Pay by phone with a credit card (Visa or MasterCard Debit card, or Visa, MasterCard, Discover, or American Express credit card). You may also provide us with your checking account information and we will print and process your check payment in our office.
- Pay online at www.nptc.com
- Pay by Direct Debit
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What taxes and surcharges are applied to my ConnectTime Broadband Phone Service bill?
Every ConnectTime Broadband Phone Service customer will be charged applicable federal, state and local taxes, fees, surcharges or other charges associated with using ConnectTime. See ConnectTime Broadband Phone Service Terms of Service for more information.
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Is Technical Support available?
ConnectTime provides live technical support 7 days a week, 24 hours a day at 724-940-HELP [4357] or via email to support@connecttime.net.
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