Frequently Asked Questions
What sets IGONET apart?
30 Day Money Back Guarantee
Save money with IGONETs' low cost plans
Extensive list of free features
Live Customer Service in North America
Yes. As long as you have a connection speed of 128 Kbos or higher, you can surf the web, use your computer and make or receive phone calls all at the same time! However, Internet Service Providers have different requirements so please check with your ISP regarding your particular broadband service.
This doesn't have to be a problem! IGONET suggests that the purchase of a computer battery back-up is a low cost option that allows you to plug in your modem, computer and adapter for continuous phone service and Internet access. If an outage occurs and the battery back-up is not available, then there will not be service available until power is restored.
We have numbers available in many metropolitan areas throughout North America. Check out our Number Availability Map for coverage in your area.
Yes. You may order additional numbers within our calling area (Check out our Number Availability Map to see if your area code is included in the IGONET unlimited calling plan). There are two ways to order additional numbers. If you would like to make out bound calls on the additional numbers or lines at the same time, getting an additional outbound line would be best for you. If you would like a Remote Number to only receive calls, you can do this for only $3.95 USD a month. Remote Numbers will ring to your primary phone line.
No. Your computer does not have to be left on in order to use IGONET phone service. The phone hardware connects directly to the broadband connection.
Yes. Upon sign up IGONET will supply you with a brand new phone number. If you would also like to port over your existing landline phone number, simply fill out the Letter of Authorization and IGONET will take care of the rest!
Yes. There are several different ways to have multiple phones ring on your VoIP account.
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The easiest option would be to purchase a cordless phone with multiple handsets that will ring without having to be plugged into a phone jack or a wireless phone jack system which can turn any household outlet into a phone jack that is connected to your VoIP phonenumber. These are available at most electronics retailers.
- The second option is to disconnect any landline service* and plug your IGONET phone adapter directly into your wall jack. This will activate all phones in your residence. **
* IGONET recommends that you contact a qualified technician to disconnect any phone service.
**Please note that this option is not possible if you are a DSL subscriber as you would need your phone line for your Internet connection. IGONET recommends that, if after two billing cycles you would like to convert entirely to VoIP, you switch to a cable-based Internet provider
No. Special dialing codes are not needed to use IGONET service.
Yes, 911 Emergency service is available in certain areas, upon signing up. However, you should be aware of the important difference between traditional 911 service offered through landline telephone networks and 911 services currently offered through VoIP networks such as IGONET. For example, all fire, police, ambulance and all other emergency response services will be dispatched to the service address you provide upon signing up, regardless of whether or not you are using you IGONET service from that location. As such, you must confirm that your service address information is always provided as the address at which you would like emergency services to be dispatched to. In addition, calling 911 on a VoIP service is always subject to technical limitations such as interrupted power supply or broadband connections.
Yes. All toll free numbers can be dialed from an IGONET phone.
No. IGONET, by default, blocks access to most pay-per-call services such as 900, 976, 550, etc.
At this time IGONET does not support FAX machines or modems. In addition, the service is not guaranteed to work with remote alarm systems.
Yes. You will be presented with the option of whether or not you would like your IGONET phone number listed in directories upon sign up.
No, dial up connection speeds are not fast enough to accommodate IGONET VoIP service. In addition to this, dial up would not take full advantage of IGONET’s ability to be a 24/7 phone service, as it would only be able to be used when you were dialed into the internet. IGONET does recommend that if you do have dial up service, you switch to a broadband connection to take full advantage of all IGONET has to offer. You can use all the savings from switching from a landline to IGONET to cover any difference in cost between dial up and a high speed broadband connection!
In the United States, VoIP service is subject to a 3% Federal Tax. Additionally, Florida residents are subject to a sales tax on the IGONET service adapter. Only those taxes that are required by law will be added to your monthly service charge. (Please note: IGONET does not charge a Regulatory Recovery fee because this is not a tax required by law.)
IGONET offers convenient online billing. Your billing cycle starts with your fourth (4th) phone call or fourteen (14) days after sign up – whichever comes first. Your credit card is charged automatically on a monthly basis. Your bill includes your next month’s plan charge and any applicable billed items from the previous month (including out of plan international calls and directory assistance)
You will not receive a paper bill from IGONET. All billing an payments are handled directly on your online management account
How can I combine two IGONET accounts into one bill?
If you would like to combine two of your IGONET account into one bill, you can send an email to customer service at billing@igonet.com, providing details of the account name, account numbers and that you are requesting consolidation. A customer service representative will contact you when your request is processed. There may be a service fee assessed for changed made to accounts that occur more than one time per year.
Yes. You can combine multiple service orders by going to www.myigonet.com and selecting the “Add Service” option. From there you will be able to combine your service orders.
Your monthly bills will be available on your IGONET account for one year.
For the one time initial sign up payment, IGONET accepts any Visa, MasterCard, Discover or AmEx credit cards, electronic check or pre-authorized bank debit.
For your ongoing monthly payments, IGONET accepts the above mentioned credit cards as well as pre-authorized bank debit.
We at IGONET understand that circumstances can happen that will cause your credit card to be declined. Just go into Update my Information under my account and make the necessary changes to your credit card information. If IGONET becomes aware of the problem prior to you discovering it, we will notify you via email or phone.
IGONET’s Cancellation policy is based upon a simple monthly billing cycle. You purchase the service in full monthly terms that begin on the day of activation and end on the day before the same date of activation in the following month. If you cancel the IGONET service in the middle of you billing cycle, your service will be carried out until the end of the billing cycle. Therefore, you will be responsible for any charges incurred until the end of the billing term at which time your service will be cancelled and no further charges will apply.
Additionally, service must be cancelled ten (10) days prior to the end of your billing cycle. You will be responsible for the next full month’s charges in the event that you do not cancel before the requisite 10 day notice of termination.
To view IGONET’s full cancellation policy, please refer to the
Terms and Conditions.
To cancel or remove a line or account, call our Customer Service department at 1-800-655-7149 and speak with one of our representatives.
No, unlike most other VoIP companies, IGONET does not charge a cancellation fee for termination of service.
IGONET will supply you with a tracking number from UPS to check the status of the shipment of your adapter using their online tracking site.
If you already have this number, go to ups.com and select the “tracking” tab. Then enter your IGONET supplies tracking number to find out exactly where your shipment is at this moment!
If your package arrives damaged, contact customer service at 1-800-655-7149. IGONET will immediately ship out a replacement adapter and reset your billing cycle. IGONET will also provide you with a shipping envelope along with instructions on how to return your damaged adapter free of charge.
The only circumstance in which you would return your IGONET service adapter back to IGONET, other than receiving a damaged device, would be if you are taking advantage of our thirty day money back guarantee. (Terms of the thirty day money back guarantee are set forth in the IGONET terms and conditions).
If you meet the conditions, simply obtain a return authorization number from our customer care department, which can be downloaded from the website at www.igonet.com or delivered by e-mail by requesting the form from customerservice@igonet.com and mail your IGONET service adapter back to IGONET in the original packaging with the UPC or bar code intact, accompanied by all components, accessories, parts, manuals, registration cards and other documentation.
A Remote Number is a cost-effective way of adding a secondary line from another area code that transports or forwards the call to your primary phone.
An IGONET customer can have up to 5 Remote Numbers!
No. Because a remote number is only able to receive incoming calls. All outgoing calls will be routed through the primary number.
No. Remote Numbers can only be used for incoming calls and all incoming calls are free of charge.
Please check our Number Availability Map for current coverage.
First, check to see that all connections are correct and verify that you have access to the internet using your computer. If you can access the internet and your do not have dial tone, remove the power cord from your IGONET service adapter for 1 min., then reconnect the power cord and allowing another 1 min. for the service to re-connect. If there is still a problem, contact IGONET technical support at 1-800-809-5589
Generally, poor audio quality is related to the connection speed of your Internet connection. If the connection speed is running above 128 kbps and you are consistently having poor quality, contact IGONET technical support at 1-800-809-5589.
If your incoming calls are not ringing, first check to see that all connections are installed correctly. Second, make sure the volume on your phone is turned up. If your phone still does not ring on incoming calls, contact IGONET technical support at 1-800-809-5589.
Dropped calls are usually the result of ISP problems, Internet congestion or heavy bandwidth usage. You may want to check your connection rate with your local service provider to ensure you are connected at 128 kbps or higher. If dropped calls continue, contact IGONET technical support at 1-800-809-5589.
If you have a router.
How can I tell if there is a number available in my desired area?
If there is a certain number that you would like, click here to see if it is available
Yes. If you would like to port over an existing toll free number to your IGONET account, simply fill out this Letter of Authorization and IGONET will take care of the rest! To read more about toll free numbers, please check out the plans page.
