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Digital Phone
- What is Digital Phone?
Digital Phone is a residential telephone service. Just like conventional telephone service, Digital Phone allows you to call anyone, anywhere, reliably and easily, but for the same rate, no matter whom you call or how long you talk, locally or nationally. Call anywhere in Michigan, the U.S. (including Alaska and Hawaii), Guam, Canada, Puerto Rico, the U.S. Virgin Islands and Northern Mariana Islands. Digital Phone also includes valuable features such as Voice Mail, Caller ID, Call Waiting and Call Waiting ID.
- Why is Bright House Networks offering this service?
We know that there are customers that want an alternative to traditional phone companies. Bright House Networks has a better solution. With convenient flat-rate billing, there are no surprises on your statement or confusion over hidden charges. Consumers have the freedom to call whom they want, when they want, and talk as long as they want, with Digital Phone.
- Who can get Digital Phone?
Residents who live in our service area can get Digital Phone as it becomes available in their neighborhoods.
- How do I dial and answer calls?
Make and receive calls the same way as you would with any other telephone service.
- Will I hear a difference in local or long distance calls with Digital Phone?
Some customers have told us they receive a clearer connection with Digital Phone. You shouldn't experience any change in the quality of your local or long distance calls.
- Can Digital Phone replace residential phone service?
Digital Phone offers both local and long distance services; it can completely replace residential telephone service, or you can use Bright House Networks Digital Phone with your current telephone service.
- Can I keep my current phone number?
You can keep your existing phone number in most cases when moving within the same area code. Bright House Networks must verify availability of each phone number.
- Does Digital Phone require a special telephone?
Any standard touch-tone or dial telephone works with Digital Phone. Most answering machines, fax machines, and Caller ID displays work with our service.
- Do I have to buy extra equipment?
Digital Phone requires only your own phones and a Digital Phone modem that is supplied with your phone service.
- Will I have to keep the Digital Phone modem in a specific location?
If you are a High Speed Internet customer, then the Digital Phone modem can remain near your computer so that you can use it for Internet access. The location does not matter if you do not use high speed Internet.
- Can I install Digital Phone myself?
A Bright House Networks technician must install Digital Phone.
- How can I learn more about Digital Phone?
Call 1-866-898-9101 or visit the services section of our web site.
Services
- Is directory assistance available?
Dial 411 for Directory Assistance, and 0 for Operator Assistance.
- Can I have more than one phone line?
Not at this time. There are plans to make multiple lines available in the future.
- Can I use Digital Phone for my business?
Digital Phone is a residential phone service only at this time.
- Can I choose my own long distance carrier?
By subscribing to Digital Phone, you are choosing Bright House Networks as your long distance carrier.
- Will my fax machine work with Digital Phone?
Yes. Almost all standard fax machines will work with Digital Phone as long as they are set for tone dialing.
- Can I use an answering machine?
Yes, almost all standard answering machines will work with Digital Phone. However, Digital Phone does include Voice Mail. If you do not want to use the Voice Mail feature of Digital Phone, call 1-866-898-9101 to have the Voice Mail option disabled.
- Can I use a dial-up Internet Service Provider with Digital Phone?
Digital Phone works with most dial-up Internet Service Providers (ISP). However, Bright House Networks does not install, support, or service dial-up Internet Service Providers.
- Can I take my phone number with me if I move?
Each case varies depending on where the resident is moving geographically and if it is within our service area. Each situation will be reviewed at the time of request.
- If I move, can I take the Digital Phone modem with me?
The Digital Phone modem is the property of Bright House Networks. If you remain a Digital Phone customer in our service area, take the equipment with you. However, a Bright House Networks technician must reinstall it in your new home. We will need to update our records of your new address for billing and Enhanced 911 purposes.
- Can I use my computer and High Speed Internet connection while I talk on the phone?
Yes. Digital Phone uses a separate connection to the modem for phone and high speed data, enabling customers with both Digital Phone and high speed data to make calls and download data from the Internet at the same time.
- Can I make long distance calls with Digital Phone?
Yes. Dial the number as you normally would. With unlimited local and long distance, you can call anytime day or night with unlimited local and long distance.
- Can I use a 10-10 number for my International Long Distance calling?
10-10 calling is not currently available, but you can choose from many alternative international phone calling services, including separately purchased calling cards that are available from a variety of sources. Also, Bright House Networks calling plans do provide for international calling at competitive rates, which are available on our web site.
- Can I dial international calls with Digital Phone?
Yes, you can make international calls with Digital Phone. Dial as you normally would. Example: 011 + country code + city code + plus the number of the person or company you are trying to call. Calls to international locations are not included in your monthly plan, but rates are competitive with other major providers.
Installation
- How can I arrange for a Digital Phone installation?
To order Digital Phone, you can order online or call us and a Customer Care representative will take your order, collect the information needed to provide your Digital Phone and schedule your installation.
- How soon can I get my Digital Phone installed?
For new telephone numbers, we can install service in three to seven days after initial order. For customers taking advantage of number porting, installation may take from 7 to 14 business days.
- If I choose to receive a new number, am I required to call my current telephone provider to disconnect service?
If you receive a new telephone number from Bright House Networks, you must contact your current phone provider to disconnect service. We recommend scheduling your service disconnect after the installation of Digital Phone so that you are not without service.
- Will I need to be home for the installation of Digital Phone?
Yes. You must to be present during installation.
- Can all the phones in my home be connected, and will they work with Digital Phone?
Yes. All of the phones in your home can be connected to the same Digital Phone number if you choose.
- If I keep my current telephone number, am I required to call my current telephone provider to disconnect service?
If you are keeping your telephone number, you do not need to call your current phone provider to disconnect. After the installation is complete, Bright House Networks will disconnect your old service. However, if you have indicated on your current provider's account not to allow them to change your provider without your permission (e.g., to prevent slamming), you must notify your current provider and request the change.
- How will I know when my Digital Phone is ready to make calls?
Your service will be activated at the time our technician completes installation.
- Will I receive a copy of a phone book after the installation?
If you are taking a Bright House Networks native number, you will receive a local phone directory a few days after your installation. However if you are keeping your current phone number, you will not automatically receive a new phone book. You will receive a new phone book as part of the annual general market distribution.
Customer Care & Safety
- How do I contact Digital Phone Customer Care?
Dial 611 from your Digital Phone or 1-866-898-9101 from any phone.
- Does Bright House Networks Digital Phone support 911 emergency services?
Yes, we support 911, but take it one step further and offer Enhanced 911. E911 enables the operator or dispatcher to automatically identify the phone number and address of the person who is calling from using Digital Phone. The Enhanced 911 service provides you with the security of delivering your location information automatically.
- What is Enhanced 911? How is it different from basic 911?
911 is the official national emergency number in the United States and Canada. Dialing 911 quickly connects you to a Public Safety Answering Point (PSAP) emergency dispatcher trained to route your call to local emergency medical, fire, and law enforcement agencies.
Enhanced 911 (or E911) takes this one step further. E911 like that supported by Bright House Networks enables the dispatcher to automatically identify the phone number and address of the person who is calling.
- Is that different from the 911 my old phone company supports?
No. Dialing 911 from the Digital Phone gets you the same emergency dispatcher as other traditional phone services.
- How is that different from some VoIP competitors?
Bright House Networks works with the traditional telephone networks and local officials to support Enhanced 911, which provides the caller's phone number and address to public safety dispatchers. Because Bright House Networks Digital Phone accesses the official 911 network, emergency calls are routed to the proper local Public Safety Answering Point (PSAP).
VoIP providers targeted by the FCC's recent order do not have direct access to 911, so 911 calls may be routed to non-emergency numbers instead of the correct public safety dispatcher.
- Why do some competitors require that I register with 911 myself?
VOIP providers targeted by the FCC order do not have access to the official 911 database, and cannot register your telephone number with 911. With Bright House Networks, your address is automatically entered into, and validated with, the local 911 database during the ordering process.
- If my power goes out, will I be able to dial 911 from a Digital Phone?
We provide a four-hour back-up battery with Digital Phone. If you lose power, you should be able to make and receive phone calls for as long as you have continuing cable service up to the life of the battery. VOIP providers targeted by the recent FCC order do not provide battery back up.
Phones dependent on residential power, such as portable phones, will not work during a power outage. It's recommended that you keep a phone with no need for electricity available for emergencies. During a power outage, this type of phone will continue to operate until the Digital Phone modem's back-up battery is depleted.
- Will my monitored security system work with Digital Phone?
Digital Phone has been designed, and tested to work with monitored alarm systems. Digital Phone is compatible with most major alarm systems. We also strongly recommend that both you and your alarm company test the alarm system after installation.
- But my alarm company told me that the Digital Phone is not compatible with their security service.
We have successful installations with ADT, Brink's Home Security, Safe Touch, and Guardian, as well as many other local alarm companies. Our technicians are trained to properly install your Digital Phone. To ensure your satisfaction, we strongly recommend that you test, and have your alarm company test, your system after installation.
- Will my monitored medical alert system work with Digital Phone?
The Digital Phone is compatible with most monitored medical alert systems. The Digital Phone is compatible with most monitored medical alert systems. We strongly recommend that you test, and that your monitoring company test, the alert system after your Digital Phone installation.
- Who maintains the Digital Phone modem?
Bright House Networks maintains the Digital Phone modem.
- Will the 30-day money back guarantee apply to Digital Phone?
Yes. We are confident that you'll like the simplicity of Digital Phone.
- How do I get technical support for Digital Phone?
Bright House Networks Customer Care is available 24/7/365 days a year. Call 1-866-898-9101 or email michigan.customercare@mybrighthouse.com
- Whom can I call if there is an unresolved issue about Digital Phone?
If you have a question about your monthly statement or service, contact Bright House Networks Customer Care at 1-866-898-9101.
- What if the equipment is damaged?
Depending on the type of damage sustained, Bright House Networks will follow its standard policy on replacing the equipment.
- How much is the Digital Phone calling plan?
The Digital Phone calling plan has unlimited calling for as low as $39.95 per month, plus taxes and fees.
- Is there a charge to switch to Digital Phone?
There is no charge for switching to Digital Phone. In addition, Bright House Networks gives you a 30-day money back guarantee with all services.
- How are customers charged for service?
Your Digital Phone will be charged at one rate. Additional charges for calls made to international locations, or for Directory Assistance, or Operator Services appear as line items on the same statement.
- Can I see my recent call activity online?
Yes. click here to see your call activity online.
- Will I receive a separate statement for Digital Phone?
Digital Phone will appear as a line item on your Bright House Networks monthly statement.
- Will I get a detailed breakdown of call activity with Digital Phone?
See the call detail on the Digital Phone statement.
- Is there a seasonal plan with Digital Phone?
Yes, a Vacation/Seasonal Plan is available. For only $9.95 per month, you can have your phone number waiting for you when you return.
- Do I have to pay for the entire month if I signed up for the Digital Phone in the middle of the month?
No. Your monthly fee for the first month will be prorated, based on the number of days we provided you service.
- Are there extra charges for Digital Phone?
Calls made to international locations, Directory Assistance or Operator Services will be billed per use.
- What kind of fees or taxes will I be charged?
Just like traditional phone service, there are taxes and fees associated with telephone service. But unlike traditional phone services, Bright House Networks will not charge a line usage fee (up to $6.50 per month), and we include other federal taxes normally applied to telephone rates in our low monthly rate. There is also a Digital Phone Federal Excise Tax.
- Why am I still receiving bills from my former phone company?
You may have switched service during the middle of your former phone company's billing cycle. Based on this, the carrier will send you a bill for the last days that you had service to close your account.
Second Line
- How many phone lines can I have with my Bright House Networks Digital Phone?
You can have a total of two lines for one low monthly price.
- Can I have a second line for my business?
No. Digital Phone is a residential service offered for your personal, non-commercial use. You cannot resell or distribute (whether for a fee or otherwise) Digital Phone, or any portion of the Service. You cannot otherwise charge others to use Digital Phone, or any portion of the Service. You cannot use Digital Phone for any enterprise whether or not it is a for-profit enterprise.
- Will I receive a second bill or statement for my additional phone line?
Billing for the additional phone line will be included with your regular monthly bill statement.
- Will there be a separate telephone number for the additional phone line?
Yes. Second Line will allow you to have two separate, unique telephone numbers.
- What Digital Phone plans can I purchase with my additional phone line?
Your second line will have the same plan as your first line, either Unlimited Nationwide or the Unlimited Michigan.
- Does the additional phone line offer the same features as my primary line?
Yes. Second Line offers you all the same features of your primary line.
- Can I have a separate Voice Mail box on each of the two phone lines?
Yes. Voice mail charges are dependant on your bundled services.
- As a new customer, can I keep my existing telephone number?
In most cases, you can transfer your existing telephone number from another service partner if that provider does not impose restrictions on porting.
- How will my additional phone line be listed in the telephone directory?
You may choose how your additional phone line is listed in the telephone directory. The name must be a proper name and cannot be a business name.
- Will I have to purchase any equipment to have an additional phone line?
No, the purchase of additional equipment from Bright House Networks is not necessary.
- Is there a charge for installation on my additional phone line?
Installation is FREE if the second line is put in at the same time as the first line. There is a charge if the second line is installed as a separate trip.
- How will I be able to identify the charges for my additional line on my monthly statement?
The additional line will be included as a separate line item on your monthly statement. Charges such as Directory Assistance and International Long Distance associated with your second line will be shown on the bill together with charges from the primary line.
- How will I be able to distinguish the long distance calls made on my additional phone line?
You can find additional call detail for outbound domestic and international long distance calls through your online Call Detail Statement, on the Bright House Networks web site.
- When I place a phone call from my additional phone line, what name will appear on the Caller ID box that I am calling to?
You may choose how your additional phone line appears. The name must be a proper name and cannot be a business name.
- Can a roommate port a telephone number on or off an account?
Only the account holder can port a number on or off an account.
- Is my roommate responsible for paying the phone bill?
The account holder assumes all responsibility for the bills. Unless the account holder identifies the roommate as an authorized user, no information about the account can be given to the roommate by a Bright House Networks representative.
- Can a roommate assume responsibility for an account?
If the name and ID on the account needs to be changed, both parties will need to go to a Customer Care Center and change the ID on the account.
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