CLEAR Voice FAQ

Overview

What is Clear Voice?

Clear Voice is telephone service over a broadband connection. You can make and receive local and long distance telephone calls the same way you would with traditional phone service and you can use the same telephone. You do not need a computer to make calls.

What is VoIP?

Voice over Internet Protocol (VoIP) technology converts your phone calls into data that is transmitted through your Clear Home or Business Internet Service, similar to email.

Is Clear Voice service different from my regular telephone service?

Making calls with Clear Voice Service is virtually the same as making calls on your regular telephone. You'll have access to basic features like Call Waiting and Caller ID, as well as advanced features like Simultaneous Ring and Voicemail to Email.

Will making calls using Clear Voice Service interfere with my existing landline at home?

No. VoIP service operates independently from your existing landline. Making calls on one line will not interfere with the other line.

Is high-speed Internet access included with Clear Voice service?

No, however Clear Home or Business Internet service is required in order to use Clear Voice.

Does the person I'm calling need to have Clear Voice service too?

No. You'll be able to use Clear Voice 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 Clear Voice 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, Clear Voice Service allows you to use the phone and surf the internet at the same time.

Will I be able to use Clear Voice service if my power goes out?

No. If the power goes out, your Clear Home or Business Internet Service and Clear Voice Service will not function.

How long after registration will I receive my Clear Voice Adapter?

If you have ordered your Clear Voice Service online or requested your Voice Adapter to be shipped, the shipping time will depend on your geographic location and 911/E911 availability confirmation. In general, you should expect to receive your new Clear Voice Adapter within 3 to 5 business days. If you do not receive your adapter within 7 business days of your registration, please contact Clear Customer care at 888-888-3113

What equipment will I receive in the Clear Voice Adapter?

The kit contains the following items:

• Quick Start Guide
• Voice Adapter
• Ethernet Cable
• Power Adapter

What should I do if components are missing from the Clear Voice Adapter?

If any of the aforementioned components are damaged or missing from the kit, please contact Clear Customer Care at 888-888-3113 .

How will the Clear Voice adapter be sent to me?

If you ordered your Clear Voice Service online or requested your Voice Adapter to be shipped, it will be sent to you via U.S. Mail.

Where can I access the Terms & Conditions of Clear Service?

Click here to access and/or print the Terms & Conditions of Clear 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 Voice Adapter using a telephone line splitter?

Yes. You can plug a telephone line splitter into the Phone 1 port on the back of the Voice Adapter, and then plug two telephones into the splitter. Both telephones will function on that single line.

Can I get a virus from having Clear Voice Service?

No, having Clear Voice service does not increase the 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.

What are the minimum system requirements for using Clear Voice Service?

You must have the following equipment and meet these system requirements to use Clear Voice Service:

• Clear Home or Business Internet Service
• A regular telephone (corded or cordless) with telephone cord

Do I need a computer to use Clear Voice Service?

No, a computer is not required to make or receive calls. However, you will need access to the Internet to update your features in My Account.

Can I use Clear Voice service with my existing home telephone wiring?

Yes. Please reference the Clear Voice Wiring Guide for instructions

Placing Calls

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 can 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. Rates are subject to change without notice. Please note that it is not possible to make calls to Tokelua or the 8817 prefix of Iridium7 at this time.

Do I speak through the computer to use Clear Voice service?

No, you do not need a computer to use Clear Voice service. You can use any standard touchtone telephone or cordless telephone provided you have obtained and activated your Clear Voice Adapter.

What types of telephones work with Clear Voice Service?

Any standard corded or cordless touchtone telephone will work with the Clear Voice Adapter. We suggest using a cordless phone with multiple handsets to increase your level of freedom and convenience. To reduce interference with Clear Home or Business Internet modem and standard Wi-Fi routers, it is recommended to use 5.8 Ghz or 6.0 Ghz cordless phones.

Can I receive incoming collect calls on my Clear Voice line?

No. At this time, it's not possible to receive incoming collect calls.

Can I dial 911 on my Clear Voice Service?

Yes, all customers can dial 911 using Clear Voice Service. Confirmation of E911 availability is required before activation of Clear Voice Service. However, E911 capability is not available in some areas. 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 Clear Voice Service?

Yes, you can place calls to these toll-free numbers.

Can I block outgoing international calls from my Clear Voice line?

Yes, you can block outgoing international calls to any country expect Canada, Puerto Rico, the U.S. Virgin Islands, or Guam. Go to My Account / Phone Service / Features Dashboard to disable the ability to make out-going calls. It can also be re-activated at any time.

Can I make 411 directory assistance calls with Clear Voice Service?

Yes, you can dial 411 on your Clear Voice 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 Clear Voice Service is available to you for an additional charge of $0.99 cents per call.

Can I make operator assisted calls with Clear Voice Service?

No, this feature is not currently available.

Can I make 900 or 976 calls with Clear Voice Service?

No, these services are not currently available.

Can I make other N11 calls (such as 211, 611, and 711) with Clear Voice service?

Clear supports 711 to accommodate hearing and speech disabled individuals. You can find additional information on Telecommunications Relay Services here. 211 and 611 are not available at this time.

Can I use dial-around (i.e. 10-10) numbers from my Clear Voice Service?

No, these services are not currently available.

Can I use Clear Voice 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 Clear Voice Service?

No, at this time Clear Voice Service does not support home alarm or security systems.

Billing and Pricing

What regions are included in the unlimited long distance calling under the Clear Voice service plan?

The Unlimited Clear Voice 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 one or more of you Clear services, please contact customer care at 888-888-3113 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 Clear Voice My Account service site. Go to www.Clear.com and log into My Account .

Is there a termination fee if I cancel my Clear Voice 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 Clear Voice Service?

There is no activation fee to sign up for Clear Voice Service if you are signing up under contract. However, there may be a small fee if you choose to add Clear Voice without a contract.

Is there a charge for changing my telephone number?

If you change your primary telephone number from the one you originally received for your Clear Voice 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 Clear Voice Service cancellation policy?

The Clear Voice Service Cancellation and Return Policy follow the same policy as Clear Home or Business Internet Service:

• 1. Customer may only cancel the Clear Voice 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 Clear Internet Service within seven (7) days, the Early Termination Fee will apply

Notwithstanding the foregoing, if Clear cannot confirm a customer's 911/E911 address upon initial service activation, they will be credited any charges in full for Clear Voice Service and the Clear Voice Service contract will be terminated.

How do I get my Clear Voice number?

When signing up for the service you will be provided a new phone number associated with your Clear Voice service address.

Can I have a Clear Voice Service phone number in a different area code than my current home phone?

No, Clear is only offering new phone numbers in the state & city where your Clear Home or Business Internet Service is located at this time.

When does my billing start after I subscribe to Clear Voice Service?

For an existing Clear Home or Business Internet customer, your Clear Voice Service will bill on the same dates as the billing dates of your Clear Home or Business Internet service. If the service is activated on a different day of the month than your Clear Home or Business Internet service, your first month will be pro-rated.

For all new Clear Home or Business Internet and Voice 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.

What is the Federal Universal Service Fund and 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 Clear into the Universal Service Fund, which is administered by the Universal Service Administration Corporation (USAC). Beneficiaries of the USF include schools, libraries, low-income consumers, rural healthcare providers and consumers in rural areas.

How is it determined what amount Clear has to pay into the Universal Service Fund?

The amount Clear 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. 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. This is the same contribution percentage that is assessed by the FCC on traditional voice providers. Clear will not provide advance notice of changes to the quarterly Universal Service Fund contribution percentage except as required by law.

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.

Troubleshooting FAQs

I have followed the Quick Start Guide and completed the installation of the Clear Voice Adapter, but I don't hear a dial tone when I pick up my phone.

Please be sure that your Clear Home or Business Internet Service is functioning properly. A functioning Internet connection is required to make and receive phone calls.

• Make sure the telephone plugged into the Voice Adapter is plugged into the Phone1 port
• Make sure that all the cables and adapters are securely plugged in and that all of the modem and Voice Adapter lights are lit showing power

I moved my Clear Voice Adapter within my home or business and I am no longer able to make or receive calls.

Make sure that the Ethernet cable is properly connected to the Clear Voice Adapter and to your router/home network, and that the telephone wire is connected to the Phone 1 port on the Clear Voice Adapter.

My call waiting feature has not worked since I forwarded my Clear Voice to another phone line.

The Call Waiting feature depends on the phone line to which you're forwarded your Clear Voice calls. For example, if you forward your Clear Voice number a number that does not support Call Waiting, you won't have access to the Call Waiting feature.

My Caller ID feature has not worked since I forwarded my Clear Voice line to another phone line.

The Caller ID feature depends on the phone line to which you're forwarded your Clear Voice calls. For example, if you forward your Clear Voice number to a number that does not support Caller ID, the caller's information will not be displayed.

When calling an IVR system (such as online banking), I'll 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 is 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 at 888-888-3113.

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 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 Clear Voice Adapter & Clear 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. Also, try plugging the phone you'll be using with your Clear Voice service into a normal phone jack at home to make sure it's working properly. Make sure the telephone plugged into the Clear Voice Adapter is plugged into the Phone 1 port. Make sure that all the cables and adapters are securely plugged in and that all of the modem and Clear Voice Adapter lights are lit showing power.

About 911

Are 911 Emergency Services available with Clear Voice Service?

Yes, 911/E911 is provided with the Clear Voice 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 Clear Voice Service and with a traditional telephone service?

VoIP services use the Internet to transmit phone calls. Therefore, 911/E911 capability is dependent upon your Clear Home or Business Internet Service being available. If there is a power failure, or your Clear Home or Business 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.

If I move, how do I change my 911 address?

You can update or change your 911/E911 address at any time. Just go to www.Clear.com and log in to My Account. On the Phone Service tab, look for 911/E911 address update information. You can also contact Customer Care by calling 888-888-3113. 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 Clear Voice Service will be disconnected or suspended.

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 Clear 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