Monday, August 29, 2016
Login Here
Intermedia: trusted Microsoft Exchange Hosting solutions

Intermedia Services Customer Support

 

Customer Support - Select Your Product

To provide you the most accurate information, please select your service from the list below. If you're not sure which product you have, select I Don't Know.


  • Digital Phone Service Tutorial - Auto Attendant
    This tutorial will guide you through the process of setting up and customizing the Auto Attendant features of your new Digital Phone Service, and explain how to use its basic and advanced features.

  • Digital Phone Service Tutorial - Conferencing Number
    This tutorial will guide you through the process of setting up and customizing the Conferencing features of your new Digital Phone Service, and explain how to use its basic and advanced features.

  • Digital Phone Service Tutorial - Fax Number
    This tutorial will guide you through the process of setting up and customizing the Faxing features of your new Digital Phone Service, and explain how to use its basic and advanced features.

    • Do I have to provide my own broadband to use your Digital Phone Service?
      Yes, Digital Phone Service requires an existing broadband internet connection.

    • What do I do if I don’t have enough bandwidth on my broadband circuit?
      You may be able to purchase additional bandwidth by contacting your Internet Service Provider. You can test your bandwidth here.

    • Can I buy service without the phones?
      No, our Digital Phone Service is designed to work with hardware configured and provided by AccessLine Communications.

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

    • How many phone lines can I have?
      Digital Phone Service is designed as a package so you may have up to 50 lines of service. If you have multiple offices, this total is split among the different locations.
      Important Note:
      If you purchased service before April 10th, 2011


    • How do I know how many phone lines are enough for me?
      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 20 employees, typical random phone use means that all 20 can typically be served by just 8 phone lines. This is one of the key savings points of a professional phone system!

    • Can I pay for the equipment up-front to get a discount?
      When purchasing phone equipment, you may choose to either pay the full price of the equipment up front, or by breaking up the payments over 12 monthly, interest-free payments.
      Important Note:
      If you purchased service before April 10th, 2011


    • Can I order an additional phone as my business grows?
      Yes, you can add a phone or phone lines anytime, up to 100 per location.

    • Can I order an additional phone number if I need one?
      Absolutely!

    • May I order just the Digital Phone Service now, and add additional features later?
      You are welcome to place an order for hardware and lines of service, then add on to that at a later time. Please contact Sales for more info/assistance with this.

    • May I order an additional phone line if I want one?
      It depends on which phone system you initially order. Flex phone systems support up to 50 phone lines. Vertical phones systems support up to 8 phone lines. The Mitel 1000 phone system operates with both a minimum and maximum of 2 phone lines.

    • Can I use a fax machine with your phone system and service?
      Yes, you may purchase an optional Fax Adapter to allow your analog fax machine to connect to AccessLine via the Internet. To purchase a Fax Adapter now, please call Customer Service.
      Important Note:
      If you purchased service before November 2nd, 2011


    • When will the phone equipment get here?
      You will receive your Digital Phone System equipment within approximately 7-10 business days from the acceptance of the Term & Conditions.

    • It should have been here by now, where is it?
      We will have a UPS tracking number associated with every shipment. You will receive an email from UPS with shipping and tracking information. You may also login to your Admin Portal website to check the status of your order.

    • The shipment arrived and was damaged. What should I do?
      Simply call [csNumber] and let us know what was damaged (the Phone System Base Unit, a Desk Phone, a Cordless Phone, wireless adapter, or cables), 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).

    • Not everything I ordered showed up in the shipment. What should I do?
      Simply call [csNumber] and let us know what was missing (the Phone System Base Unit, a Desk Phone, a Cordless Phone, wireless adapter, or cables), and we will immediately ship you the missing equipment.

    • How do I set the system up?
      In general, the requirements for our Digital Phone System are that your office:
      • Must have power
      • Must have a high-speed, or broadband, connection to the Internet
      • Must have a DHCP-enabled router
      • Must have a firewall (most retail routers include built-in software firewalls)
      • Must be located at a US address within the service area for Enhanced 911 Services.
      If your office meets these requirements, then you can find information for how to connect our different kinds of equipment by referring to the appropriate Quick Installation Guide.

    • I don’t have a free port on my modem or router. What should I do?
      You may purchase a device such as a network switch to increase the number of available ethernet ports that you may utilize on your network.

    • Everything is setup right, but I can’t make or receive a call. What should I do?
      Verify that the equipment has power, and that the Internet connection in the office is functioning correctly. Perform a "power cycle" on the AccessLine equipment, by unplugging the power cable, waiting for at least 30 seconds, then plugging the equipment back in. If this does not resolve the issue, contact Customer Service for additional assistance.
      Important Note:
      If you purchased service before April 10th, 2011


    • What are my phone numbers?
      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. For Flex phone systems, you may also view a list of your phone numbers by logging into your Admin Portal website.

    • How do I set up my Automated Attendant?
      Once logged in to the Auto Attendant, customers may view the tutorials listed under the Help tab. New customers who are within their first 30 days of service may also schedule an appointment with an Implementation Specialist by emailing setupmyaa@accessline.com. Existing customers beyond the first 30 days may contact Customer Service at [csNumber].

    • Can I set the outbound Caller ID (CLI) for my phones?
      Yes, each AccessLine phone can show its own unique Caller ID number (CLI) on outbound calls. You may modify which number each phone shows via the Admin Portal.
      Important Note:
      If you purchased service before April 10th, 2011


    • How do I use the features on my desk phone?
      For instructions on operating your phone hardware from AccessLine, you may view or download the appropriate Owner's Manual from the Help section of your Admin Portal website.

    • How do I use a feature of the Desk Phone?
      The various features for your phone are detailed in the Owner's Manual(s). Select the 'User Guides' tab and choose from a list of user guides.

    • How do my numbers route?
      AccessLine receives the call to your phone number from the Public Switched Telephone Network (PSTN), and intelligently routes the call to your digital phone(s) over the Internet. Any Basic Numbers assigned to your desk phones or cordless phones will ring those phones directly. Any Enhanced Service numbers on your account will route incoming calls based on their programming.

    • A phone (or Base Station) is broken, can I exchange it?
      Simply call [csNumber] and let us know what was damaged (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.)

    • This service doesn’t work for me. Can I return the hardware and get my money back?
      Yes, during the initial 30-day Guarantee Period after your order, you may elect to cancel service and return the equipment for a refund.

      Depending on how you purchased your system, the Guarantee Period may be greater than 30 days. For more information, or to request a return for refund, please contact Customer Service.

    • Can I continue to use my current Toll Free number? (“RespOrg”)
      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 [csNumber], 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.

    • Can I change the outbound identifying number (CLI) associated with my service?
      Yes, DPS Flex customers may change the outbound CLIs for each of their phones through the Admin Portal web interface. DPS Vertical customers may call Customer Service at [csNumber] to change their phones' outbound CLIs.

    • May I add/cancel Local or Remote market numbers?
      You may order up to 5 additional Local or Remote market numbers, for a modest monthly price. You may also cancel them anytime you wish.

    • I need to change my broadband circuit provider. What do I do and how do I qualify it?
      Your Digital Phone Service has been configured to work with your current broadband circuit. If you plan to change it, you will need to be prepared for a lack of phone service from the time you stop your current broadband service until the time you implement your new service. You may redirect your phone numbers to ring your cell phone, home phone, or any other office phone during this time period while you don’t have a broadband circuit. To redirect your phones, login to your Automated Attendant. For further assistance, you may contact Customer Service at [csNumber]. Once your new broadband circuit is up and running, please contact us and we will conduct a bandwidth test for you to be sure the circuit is of sufficient quality to support Digital Phone Service before we re-direct your numbers to this new circuit. You will also need to re-connect your phone system to the router connected to this new circuit by following the Quick Installation Guide instructions. (LINK NEEDED)

    • I’m moving. What do I do about my Digital Phone Service?
      Your Digital Phone Service may be moved from your current location to a new location that also has an existing broadband internet connection. We will conduct a bandwidth test for you to be sure that your new circuit is of sufficient quality to support Digital Phone Service. Contact Customer Service at [csNumber] on the date of the move.

    • Can I continue to use my current phone number? (Local Number Portability)
      Yes, you may contact your sales representative or our customer service department at [csNumber], 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. You may also call your current carrier and instruct them to allow us to take over the number for you. Additionally, you may wish to advise your current carrier to forward your number to an existing number provided by AccessLine until such time as the port is completed. Even after your number has ported, most carriers will not automatically cancel your service with them, so be sure to contact your old carrier to cancel the account after the number has been successfully ported.

    • I already have an AccessLine service. Can I continue to use this number with DPS?
      Yes, we will transfer this number over for you. Please contact Customer Service at [csNumber] for assistance.

    • May I add/cancel Toll Free numbers?
      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” - here).

    • May I add/change/cancel Directory Listings?
      You may order up to 5 Directory Listings, for a modest monthly price, and a one time activation fee. You may also cancel them as you wish.

    • I changed my broadband circuit provider. What do I do and how do I qualify it?
      Your Digital Phone Service has been configured to work with the broadband circuit you originally had. If you have changed it without notifying us, you have voided our service warranty. You will need to be prepared for a lack of phone service until the time you call us at [csNumber] to update this information. AccessLine may legally provide service only to customers in locations that are within the Enhanced-911 service area.

    • How do I change my Auto Attendant PIN?
      Over the web, login to your Auto Attendant account and select Personal Info. You will then be able to select a new PIN. Over the phone, dial into your Auto Attendant account and press 8 to enter the User Options menu. From there, press 7 and you will be prompted to change your PIN. If you do not remember your current Auto Attendant PIN, please see 'How do I find out my current Auto Attendant PIN?' (LINK NEEDED). If you are a TeleDesk user, remember to update your PIN in the TeleDesk login screen whenever you change your PIN.

    • How do I set-up or change my Auto Attendant notification options?
      Notification can be sent to you via email to your regular email address or a cell phone email address each time you receive a voicemail. Over the web, login to your Auto Attendant account and select Personal Info then Notification. You can then update your notification options.

    • How do I change my stored office, home/home office or cell numbers for my AccessLine number?
      Over the web, login to your AccessLine account and select Stored Numbers. Enter your new number(s) and touch OK. Over the phone, dial into your AccessLine number and press 8 to enter the User Options menu. Select 3 to change your forwarding numbers then listen to the prompts to change the appropriate number.

    • How long is my warranty?
      AccessLine provides DPS customers with a hardware warranty of 12 months from the time of purchase. During that period, if any of your equipment should fail, simply call [csNumber] and let us know what is not working, 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.)

    • What is Local Number Portability?
      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.

    • Can I use an alarm system with your phone system and service?
      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.

    • How do I transfer/port my local number?
      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.

    • I lost power, what do I do?
      In the event of a power failure, the phone system will direct incoming calls to your Failover Number. You may change the Failover Number for your system via the Admin Portal.
      Important Note:
      If you purchased service before April 10th, 2011


    • Can the Automated Attendant take a message if all lines on my phone system are busy?
      Yes, the Automated Attendant comes with an included online voicemail box. You may login to the Automated Attendant to configure the system to direct callers to this online voicemail box. You may contact Customer Service at [csNumber] for further assistance.

    • How do I transfer/ port my toll free number?
      For assistance in porting over an existing local or toll free number, please call Customer Service at [csNumber].

    • I am experiencing poor audio quality when making or receiving a call. What causes this and what can I do about this?
      There are many different causes of poor audio quality. Please call Tech Support at [csNumber], and they will be happy to trouble-shoot with you and get to the root of the problem.

    • How long will it take to transfer my number?
      The amount of time it takes to port a number depends on several factors. Porting of a local telephone number can take up to 4 - 6 weeks, and 5 - 7 days to port a toll free number. You will receive updates as we receive approval (or a rejection) from your current carrier, and throughout the process.

    • Can I transfer my landline/home phone number to AccessLine?
      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 [csNumber], 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.

    • I have a toll free number. Is that transferable too?
      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 [csNumber], 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.

    • What if I have a contract for my current phone lines/numbers?
      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.

    • Can I transfer my number AND buy new phone numbers?
      Yes, each of your desk phones will come with a complementary (free!) telephone number already assigned to it. If you port over any additional/existing telephone numbers, we can point them to any phone number on your new AccessLine account.

    • How do I know if my phone number can be transferred to AccessLine?
      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. 

    • Can I use a credit card “Point of Sale” (POS) machine with your phone system and service?
      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.

    • Why should I transfer my number?
      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. 

    • What if my number fails to transfer?
      Should we encounter a problem in transferring (or 'porting') your phone numbers from your old carrier, you will be notified right away. We will provide you with the rejection reasoning we received, which will give you the opportunity of resolving that issue with the carrier and resubmitting with us.

    • What frequency does the cordless phone operate with?
      The cordless phone uses the DECT wireless standard and operates 4 channels between 1910 MHz to 1930 MHz.

    • 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?
      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.

    • I disconnected my number more than 30 days ago. Can I still transfer it?
      Only active telephone numbers, in good standing, are portable.

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

    • Will my phone number(s) be “down” for a period of time?
      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.

    • How much does it cost to port my number(s)?
      There is a one-time fee of $9.00 for each local number, and $10.00 for each toll free number.

    • Can I cancel a transfer that is in progress?
      Yes, if your number port has not yet been scheduled or is more than 3 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.

    • I don’t want to pay for my existing service once I sign up with AccessLine, can I cancel it?
      If you are porting existing phone numbers over to AccessLine, you will need to keep those numbers active with your old carrier until the porting process has been completed. There is a bit of 'overlap' time where you will likely need to have both AccessLine service and service through your old carrier - though the service with your old carrier can be minimized to cover only the phone numbers you are bringing with you.

    • What if my phone number is on a DSL line?
      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.

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

    • Why might your number not be able to be transferred? What will slow the transfer process?
      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+

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

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

    • Who do I contact if I have questions?
      If you have already submitted your number transfer paperwork, please contact Customer Care at: 1-[csNumber]. If you have NOT submitted number transfer paperwork please contact your Sales Representative.

    • Do the phones require a power supply?
      Yes. If you choose to use it with the wireless adapter, than one power cord supplies power to both the phone and the adapter.

    • What is the wireless adapter for?
      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.

    • Can I use the wireless adapter with any Vertical Xcelerator Desk Phone?
      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.

    • How do I record a voicemail greeting?
      Each AccessLine phone has its own voicemail box on which you may record custom outgoing voicemail messages. To record a voicemail greeting on a desk phone, refer to that phone's User Guide.

      If you have purchased an optional Auto Attendant phone number, you can set the voicemail message for the Auto Attendant by dialing the Auto Attendant number, entering the PIN over the sound of the first ring, and following the prompts.
      Important Note:
      If you purchased service before April 10th, 2011


      If you can't find a solution to a question regarding your
      AccessLine service, please contact Customer Service directly at:
      1-877-880-0055

      Or email us directly at:
      customerservice@accessline.com


         Legal  |   Privacy Policy   |   Tariffs & Regulatory Notices Intermedia Copyright © 2016