FAQs

More Answers Available within ourSupport Experience

Have questions about BasicTalk?

How do I activate my BasicTalk™ phone service?

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If you purchased your BasicTalk Box™ at a retail location, you need to activate your BasicTalk service (set up your account) before you can install and use your box.

Go to https://subscribe.basictalk.com/retail to sign up for BasicTalk service. You need your credit/debit card or checking account information to sign up for BasicTalk service.

After activating your service, wait 15 minutes before beginning to install your BasicTalk Box.

Is an Internet connection included with BasicTalk™ service?

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No, to use BasicTalk service, you need broadband Internet service from a third-party Internet Service Provider (ISP). BasicTalk works with any high-speed Internet service (such as DSL or cable).

How is the sound quality with BasicTalk?

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BasicTalk provides a clear sound and digital call quality that is comparable to traditional landline or mobile phone service.

Is BasicTalk™ easy to install?

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The BasicTalk Box™ is easy to set up, it's small and it's portable. Just connect your BasicTalk Box™  to your Wi-Fi router and your touch-tone phone. An easy to follow installation guide is included with the BasicTalk Box™ package. Are you traveling? You can take your BasicTalk with you because it works virtually anywhere with a high-speed Internet connection.

How long does it take to transfer my telephone number?

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A typical number transfer takes 7 to 10 business days to complete starting from the time you complete and submit the Number Transfer Authorization (NTA). If there are any issues, BasicTalk will email you using the contact information you have on file. You can check the status of your number transfer by signing in to your Online Account and clicking on "Existing Phone Number Transfer Status".

What is a router and what is a modem and why are they important?

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A router allows you to effectively use your BasicTalk service and your home computer and other devices at the same time. A router, modem and your BasicTalk Box™ work together to bring you BasicTalk service using your Internet connection. Your Internet Service Provider (ISP) typically provides a wireless device that combines both a router and a modem.

Router - a device that connects networks and transfers packets of data when it is addressed to a computer on a connecting network. Routers are used to share a single Internet connection with multiple computers or network devices.

Modem - a device that transmits data over communication lines such as the phone. Both cable and DSL modems are types of broadband modems.

The BasicTalk Box - a device that plugs into a broadband Internet connection and a traditional phone, enabling you to make and receive VoIP calls.

Do I need a computer to use BasicTalk

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No, you do not need a computer to use BasicTalk service. You do need  a high-speed Internet connection, a touch-tone phone and a BasicTalk Box™.

Will I be able to make calls if my power or Internet service goes out?

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You will not be able to make calls from your landline phone during an Internet or power outage. Additionally, 911 Dialing service will not function in the event of a broadband or power outage or if your broadband, ISP or BasicTalk phone service is terminated. For important information regarding 911 service, visit www.basictalk.com/911.

What types of customer support are available?

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BasicTalk customers can find answers to service issues using My Account and online support pages. If additional assistance is required, then agent-assisted support is available via online chat or email. Chat can be accessed after you have logged into your online account. Service via the telephone is not available.

Is it possible to add more phone lines to my BasicTalk account?

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It is not possible to add more phone lines to your BasicTalk account as this plan allows one phone line per account. You can have additional phone lines by opening additional accounts on basictalk.com.

Can I change my telephone number?

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Yes, BasicTalk customers may change a phone number to a new BasicTalk number or transfer in an existing phone number.  Changing your phone number is free.

Can I transfer my current number to BasicTalk?

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Yes, almost any number in the U.S. can be transferred to BasicTalk™. To see if your number is transferable, simply enter it here.

Can I use my BasicTalk phone line to send or receive faxes?

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No, your BasicTalk phone line cannot be used for faxing.

Can I make International calls from my BasicTalk service?

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No, outbound international calling is not offered with the BasicTalk calling plan.

How can I troubleshoot a problem with my phone service?

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Sign in to your BasicTalk Online Account and go to Support. You can use our self-service options or Chat or email to contact us and ask for help.

I can’t receive a dial tone when activating my BasicTalk service, what should I do?

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If you can’t get a dial tone when activating your BasicTalk service, that means you likely plugged in your BasicTalk Box™ before completing the activation process.  You should now unplug the device’s power cord from the wall, wait approximately one minute, and then plug it in again.

What should I do if I plugged in my BasicTalk Box™ before activating the service?

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If you plugged in your BasicTalk Box™ prior to activating your service at www.basictalk.com/activate, you will not receive a dial tone.  After activating your service, you will need to unplug the power cord from the wall, wait approximately one minute, and then plug it in again.

Are there any other charges besides the monthly recurring charge?

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The only other charges, in addition to the monthly recurring charge (MRC) of $9.99 are state and local sales tax and a Universal Service Fund fee.

BasicTalk state and local sales tax is based on your 911 address that is shown on your account, but, if the 911 address is not provided, the account billing address is used.  [The following states do not have a sales tax: AK, AL, CA, DE, LA, MT, NH, OR].

In addition, BasicTalk assesses a fee to support the federal Universal Service Fund (USF). Federal USF is a federal government program that primarily supports telecommunications service in rural areas that are costly to serve and telecommunications service for low income consumers. All telecommunications carriers and interconnected VoIP providers must contribute to federal USF. For more information about federal USF, see http://www.fcc.gov/encyclopedia/universal-service. Since the amount we pay to support USF fluctuates from time to time, the amount assessed on your bill will vary.

No other monthly fees are added to the monthly charge of $9.99.

How do I cancel my BasicTalk service?

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You may cancel your BasicTalk Service from your online account, or via chat, or you can call us at 866-382-3770 during the following hours:
·   Monday through Friday: 9:00 a.m. to 12:00 midnight ET.
·   Saturday and Sunday: 9:00 a.m. to 8:00 p.m. ET.

ONLY $9.99/MO EVERY MONTH! plus taxes & government fees

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