Frequently Asked Questions

In this section you'll find answers to some of the questions other members have had about the DexterVOIP service. Simply click on the topic you are interested in finding more information about.

About DexterVOIP Service Installation Getting Started Enhanced Emergency 911 Enhanced Voicemail Features

Transferring a Phone Number International Calling Directory Assistance & Listings Billing Traveling & Moving Referrals & Rewards

About DexterVOIP Service

What is DexterMO Internet?
Dexter VOIP the No Gotcha Phone Company, provides home phone service over a broadband connection. You must have a broadband service such as high-speed cable or DSL to use DexterMO Internet.

DexterVOIP is home phone service that can replace your current phone company and save you money! It is a new kind of company, delivering phone service in a whole new way. Using Voice-Over IP technology (we break down your voice into digital packets), DexterVOIP lets you make and receive phone calls over the Internet using your high-speed connection. And even though your telephone works just as it always has, you get so much more - for much less money than you ever did from your traditional phone service.

DexterVOIP truly delivers the future of phone service - today! Each DexterVOIP phone number gets its own Internet-powered feature set, allowing you to organize and customize your phone to do exactly what you want. You'll also be able to manage your phone directly from your computer, or even remotely, to update your Call Forwarding settings, view your Call Logs, and access your Contacts.

What is VoIP?
VoIP stands for Voice over Internet Protocol. VoIP is the technology that makes DexterMO Internet's service work. VoIP enables the transmission of voice data over the Internet using a voice adapter. By utilizing the power of the Internet, rather than the antiquated traditional phone network, DexterVOIP can deliver more powerful features and greater cost savings.

Can I change my DexterVOIP phone numbers?
Yes. Please contact Member Services to change a DexterVOIP phone number (at no cost).

Do I have to have a Broadband Connection to use DexterMO Internet?
Yes. You can use DSL or Cable, but you must have a high-speed connection to use DexterVOIP Service. Your modem speed needs to be at least 120 kbps upstream and downstream to use DexterVOIP Service. Test your broadband speed now.

Do I speak through my computer to use your service?
No. DexterVOIP Service operates independently of the computer. You do need a broadband connection via cable or DSL. DexterVOIP is easy to install and once you have it installed; all you will need to do is pick up the handset and talk as you would normally.

How do I make and receive calls?
Simply pick up the telephone and make calls like normal. You'll need to dial the area code and phone number for all calls outside of your area code. If the number you are calling has the same area code as your DexterVOIP Household Number, all you need to do is dial the last 7 digits of the number, no area code needed. You do not need to dial a "1" for long distance calls, but if you dial a "1" out of habit, your call will still go through. In turn, when you hear your phone ring, pick up the receiver and start talking, same as always.

Can I use my computer and talk on the phone at the same time?
Yes. DexterVOIP Service works independently of your computer, so you can make and receive calls while surfing the web. If you've bought your equipment at a retailer you may need a router which will allow you to use your computer and your phone at the same time. Check the packaging for system requirements.

When calling other parties, do they also need to use DexterVOIP Service or some other type of VoIP service?
No, when you call using DexterVOIP Service you can use your phone just like you always have - pick it up, dial anyone, anywhere and start talking!

How does the sound quality compare to my current phone?
You'll find the quality is typically better than a cell phone and usually as good as a landline. You may experience some hiccups in sound quality if your broadband connection is running slowly or if your bandwidth is stretched with additional data (sending or receiving files from your PC at the same time). Three-way calling may also cause some disruptions if your modem speed is not at least 180 kbps.

Can I use my traditional phone service if I sign up for DexterVOIP Service?
Yes. Your regular phone service is not affected by DexterVOIP Service. DexterVOIP Service operates through your broadband connection and does not interfere with your regular phone service. However, once you realize the great value and savings from Dexter VOIP you may want to downgrade your traditional plan to something less expensive or do away with traditional service all together.

Will my dial-up connection work with DexterVOIP Service?
No, DexterVOIP Service uses broadband or high-speed Internet connections only - not dial-up connections. The higher connection speeds and greater bandwidth supported by broadband are required to allow both your computer and your phone to work simultaneously and to deliver quality reception.

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Installation

How easy is it to install DexterVOIP Service?
Installing DexterVOIP Service is very simple. If you have a cable modem attached to either your computer or a router, you can have DexterVOIP Service up and running in about 15 minutes. If you're installing DexterVOIP Service using DSL or have special requirements, your installation may involve a few added steps, but it is still relatively easy. If you have any questions or difficulties, you can always get help by contacting Member Services.

Is there a difference between using DSL or a Cable modem when using DexterVOIP Service?
Both DSL and cable modem services provide sufficient broadband bandwidth to support DexterVOIP Service. As long as your speed is at least 120 kbps, your modem will support DexterVOIP Service. If you want to transfer an existing phone number to Dexter VOIP you must be using Cable high-speed service. DSL service typically requires you to keep your phone number active with the DSL carrier.

Do I need a router for my DexterVOIP Service?
If you purchased your equipment from a retailer you may need a router for DexterVOIP Service. If you received your equipment directly from DexterVOIP (not from a retailer), you may not need a router. In either case, check the packaging for system requirements. If you are currently using a router for your home network, as long as your router is configured properly (Ethernet or 802.3 compatible), DexterVOIP Service will work with your existing network equipment.

Can I use my current telephone equipment with DexterVOIP Service?
Yes, if it is a touch-tone phone and is plugged into the DexterVOIP gizmo.

Is there a way to connect all of the phones in my house to DexterMO Internet?
If you are using the DexterVOIP gizmo, the best solution is to use an expandable phone system. This allows you to place the extra handsets in other rooms around your house.

Can I use the inside wiring in my house to power multiple phones with DexterVOIP Service?
If you are using the DexterVOIP gizmo, it is possible to disconnect your traditional phone service and then connect the gizmo to your inside wiring. DexterVOIP recommends contacting a licensed wiring technician to install this type of solution.

If you purchased your DexterVOIP equipment from a retailer, you may not be able to use your inside wiring.

Why can't I receive inbound calls immediately after installation?
In some areas, inbound calling is not available up to 10 days after you have received your equipment. This delay is due to the time it takes to activate your new phone numbers.

Can I upgrade my current gizmo to a newer model?
Unless your current gizmo is malfunctioning and our technicians have verified that it is not working correctly, we cannot process an upgrade at this time. DexterVOIP plans on adding this capability in the future.

If my current gizmo is malfunctioning may I exchange it for an upgraded model?
DexterMO Internet's policy is to exchange any malfunctioning gizmo for another gizmo of the same make and model. However, if your original gizmo is not available in DexterMO Internet's current inventory we may process the exchange for the most similar model available.

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Getting Started

What are all the costs associated with DexterVOIP Service?

*Government taxes and fees apply.

How do I sign up for DexterVOIP Service?
You can sign up for DexterVOIP service online.

I want to sign-up for the DexterVOIP service. What fees will I have to pay?
Depending upon your DexterVOIP service plan, you may have an activation charge, unless you bought your equipment from a retailer. If you are an existing DexterVOIP customer, and you want to convert to a different plan, you may need to pay a conversion charge. Any conversion charges will be disclosed to you before you complete your request.

What does the DexterVOIP Launch Kit include?
Your free DexterVOIP Launch Kit will include your gizmo and install instructions. DexterVOIP strives to provide you with the best equipment available as your gizmo has a great impact on the quality of your service. The highest quality gizmos available will make your experience with DexterVOIP the best it can be.

What if I decide I don't like DexterVOIP and cancel? Will I get the activation charge I paid back?
If you decide to leave DexterVOIP during the 31 day guarantee and return your equipment within 7 days of cancellation, you will receive a full refund for service charges, the activation charge and any associated taxes and fees. If you leave DexterVOIP after your first 31 days, you will not be eligible for a refund on your one-time activation charge.

Do I have to dial an area code even when making local calls?
No, you do not. Dialing within your area code is simple with 7 Digit Dialing. As long as the number you are calling has the same area code as your DexterVOIP Household Number, all you need to do is dial the last 7 digits of the number; no area code needed. To make your call go through even faster, hit # after the last digit. This will tell the system that you are done dialing and to send the call through immediately.

Can I use a fax machine with DexterVOIP Service?
Depending on your equipment, a fax machine may work with DexterVOIP Service. The vast majority of current consumer grade fax machines and the increasingly popular all-in-one printer/fax/scanner machines available via national retailers provide a consistent level of service. Look for Fax Transmission Speeds described in terms like "G3 compatible" (avoid "Super G3"), "sends 1 page per 6 seconds" or "modem speed at 9,600 bps or 14,400 bps" (sometimes shown as 14.4k bps). If your fax machine package indicates this level of performance, you should be in good shape to fax via DexterMO Internet. Remember, your fax reliability may vary depending on the speed of your broadband connection and some fax machines may not be compatible with the gizmo. Learn more

Does DexterVOIP offer second lines?
DexterVOIP does not offer second lines at this time. However, extra phone numbers are available and work much like a second line.

Can I get a phone number from another area or city?
Yes, you can get a DexterVOIP Anywhere Number. An Anywhere Number allows you to choose a number with an area code outside your local calling area. During sign-up, you are given a choice of nationwide area codes.

Can I get a phone number from another country?
Not at this time.

What happens to my service if I move?
As long as you move within the DexterVOIP Service area, you can take your equipment with you and keep on calling. Just remember: E911 is only provided within the DexterVOIP Service area, and you MUST update your new location in order for E911 to function properly. Call DexterVOIP Member Services to make a change to your home address.

How do I make an International Call from my DexterVOIP phone?
International dialing with DexterVOIP works just like traditional phone service. First, dial the international prefix (IDD prefix). This is the code required to dial a call FROM your location TO another country. To call out of the United States, this code is 011. Next, you must dial the country code for the country you are calling. These codes and the international rates can be found on the international rate table. Lastly, dial the city/area code and number associated with the place or person you are trying to reach.

Dialing from the U.S.: Dial 011 + (country code) + (city/area code) + (number)

What are the DexterVOIP LynxSpots^SM?
LynxSpots^SM, is a group of 30 countries and 11 international cities that cost only $0.03 per minute to call anytime. You don't need to pay an extra fee or sign up for a special international plan to qualify.

Will my current home security system work with DexterMO Internet?
While DexterVOIP can work effectively with your home alarm system, we advise against it unless you are maintaining a traditional landline connection. If you do not have a traditional landline and an interruption occurs to your Internet connection, the home alarm system will not work as intended. Significant modifications to your current phone wiring would be required, and in some cases alarm signal transmission would not be reliable. For customers who do not have landline connectivity and seek to utilize a home alarm solution, DexterVOIP recommends utilizing a wireless security system like Alarm.com that does not require a phone to have their security systems communicate alarm signals to a central monitoring station.

What is a wireless security system?
A wireless security system sends signals via a cell phone or two-way pager network, so no phone line or Internet connection is required. Alarm.com is a leading wireless security provider that DexterVOIP recommends to customers who want maintain a Home Security System and do away with their standard phone line. Alarm.com's remote monitoring and control features allow customers to stay informed of all types of activity on their property, not just alarms.

How does Alarm.com work with DexterMO Internet? Does it connect to my DexterVOIP gizmo?
Alarm.com security systems communicate all signals over a wireless connection that is completely independent of your phone, router, Internet, or VoIP connection. Alarm.com is completely compatible with DexterMO Internet's service and does not require that you attach anything to your DexterVOIP gizmo. An Alarm.com system does not connect to a wireless router or to the Internet at your home. It will work even if your Internet connection fails. And because all Alarm.com systems use a backup battery, they can communicate signals even in the event of a power outage. Learn more

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Enhanced Emergency 911

Does DexterVOIP provide 911 (emergency dialing) service?
DexterVOIP provides Enhanced 911 service at no extra charge. DexterVOIP was the first VoIP company to provide Enhanced 911 as an automatic benefit with any service plan. The safety of our members is important, and we have built a network that supports the most sophisticated 911 technology available to the VoIP industry.

With Enhanced 911, your call is routed to the Public Safety Answering Point (PSAP) supporting the service address you registered with your account. The emergency operator receives the name, address, and origination phone number of the caller. With this service, the caller does not need to verbally give their location to the operator.

While Enhanced 911 is the most advanced form of Emergency Dialing Service available, there are some limitations when it is provided by a VoIP provider such as DexterMO Internet. Therefore, you should always have an alternative means of accessing emergency service.

How does DexterMO Internet's ability to deliver 911 differ from traditional phone service?
The greatest difference between DexterVOIP E911 Service and traditional E911 service is DexterMO Internet's reliance upon a functioning adapter and full power to your house. Electrical power outages and disruptions to your high-speed service connection will deactivate your DexterVOIP Service, and you will be unable to complete 911 calls through DexterMO Internet.

Also, you must select a Household (primary) Number that is associated with your Service Address otherwise E911 service will not be available. Calls to 911 service route to the appropriate emergency administrator based on the telephone number you have chosen and the geographic location that you have provided to DexterMO Internet. E911 must be available in your area for DexterVOIP to offer you service.

What is Enhanced 911?
With Enhanced 911, the emergency operator receives the name, address, and origination phone number of the caller. This is the type of Emergency Service that is provided by traditional local phone service and also provided by DexterMO Internet. Some people like to refer to it as "real 911". This just means that DexterMO Internet's E911 functions like traditional E911, routing to the same Emergency Call Centers and providing the same level of identification support. However, please remember that there are serious limitations associated with 911 service provided by Dexter VOIP and you should always maintain an alternative means of accessing emergency service.

What must I do to activate Emergency Dialing with DexterMO Internet?

DexterVOIP will activate Emergency Dialing automatically for you as part of your service. You do not need to take any extra steps outside of the ordering process for Emergency Dialing to be activated on your DexterVOIP account.

When will Emergency Dialing be activated on my DexterVOIP phones?
In most cases, your 911 service should function properly soon after you activate your DexterVOIP Service, but in some cases it could take up to 30 days to ensure that 911 calls are being routed with the correct address information to the emergency dispatch center that serves your location. During this period, you may have to have to provide your name and address information to the emergency operator who answers an E911 call.

What happens to my Emergency Dialing service if I travel or move with my DexterVOIP equipment?

DexterVOIP Service is portable to any location with broadband Internet access. If you travel, you can take your DexterVOIP equipment with you and your service will work in any location with broadband Internet access. However, do NOT dial 911 whenever using your DexterVOIP equipment in a location other than the service address associated with your DexterVOIP account, since emergency service will not be properly dispatched.

If you move or intend to use your DexterVOIP Service away from home for an extended period of time, you must update your new location in order for 911 to function properly. Call DexterVOIP Member Services at 1-800-786-0132 to make a change to your home address. Remember, it will take up to 30 days for this change to complete, and you should always maintain an alternative means of accessing emergency service.

What else should I know about Emergency Dialing with DexterMO Internet?
Please refer to the Terms of Service for other important limitations and considerations of using 911 emergency service.

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Enhanced Voicemail

Where can I get information about how to use DexterVOIP Enhanced Voicemail?
You can learn more about how to use DexterVOIP Enhanced Voicemail by reviewing the Enhanced Voicemail User Guide.

How do I activate or deactivate my Enhanced Voicemail account?
To activate your voicemail account:

• Log into your Member Account Manager.
• Select the Voicemail tab.
• For each phone number on your account, choose a PIN from 4 to 6 digits (numbers only).
• Reconfirm your PIN number in the Confirm box.
• Click the Activate button.
• Your voicemail is now active.

To deactivate voicemail:
Note: When you deactivate a voicemail box, all saved messages in that mailbox are deleted.

• Log into your Member Account Manager.
• Select the Voicemail tab.
• Click the Delete Voicemail Box link.

How many characters long does my voicemail PIN have to be?
Your voicemail PIN has to be 4 to 6 digits (numbers only).

How do I record or change my greeting?
You can set up your voicemail greeting from home or away!

From home, dial 00 from your DexterVOIP phone to reach your voicemail account. Away from home, dial your DexterVOIP phone number and press the star (*) key.

You will then be asked to record a greeting.

To change or re-record your greeting after activation follow these steps:

• Press 6 on your phone keypad to administer your account.
• Press 2 to administer your greetings.
• Press 1 to record a personal greeting.
• Press 3 to activate your greeting.

Can I change my greeting using my Member Account Manager?
Yes, you can change your greeting using your Member Account Manager by following these steps:

• Log into your Member Account Manager.
• Select the Voicemail tab.
• Select View Messages next to the appropriate phone number.
• Click Options on the left navigation bar.
• Select your Voicemail Greeting.
• Click OK to save your settings.

What is an Extended Absence Greeting?
You can record and activate your Extended Absence greeting if you will be away for some length of time and you do not want voicemail messages stored in your Voicemail Log. When your Extended Absence greeting is activated, your caller will hear the initial greeting, followed by a "graceful" disconnect. The caller is not given the opportunity to leave a message.

What is the maximum length that my voicemail greeting can be?
Your voicemail greeting can be up to 2 minutes long.

How do I access my voicemail messages?
You can access your messages by email, phone or web:

By Phone:
From home, dial 00 to reach the voicemail menu.

Away from home, dial your DexterVOIP phone number and press the star (*) key.

When you hear the system ask you to leave a message, follow the voice prompts. You will be asked to enter your PIN.

From the Web:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Select View Messages next to the appropriate phone number.
• To listen, click on each message under the Message column.
• To delete, check the box next to the message(s) you would like to delete and click Delete.

By Email:
Set your voicemail forwarding and automatically receive audio (WAV files) of your voicemails to your email account:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Select View Messages next to the appropriate phone number.
• Click Options on the left navigation bar.
• Enter your email address in the area labeled Voicemail Forwarding and click OK.

What is the maximum number of voicemail messages I can have?
The maximum number of voicemail messages you can have or save is 20, each with a 2 minute limit.

How do I set up my voicemail alerts?

By Phone:
DexterMO Internet's Enhanced Voicemail automatically alerts you if there are new messages, as you will hear a stutter tone when you lift your handset. Also depending on your phone system, the message indicator light on your handset may light up to indicate that there are new messages.

By Direct Phone Call, Email, Pager, SMS text messaging, and/or Instant Messaging:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Choose View Messages, next to the appropriate phone number.
• Click Notification Setup on the left navigation bar. Select your notification options by following the prompts on the page.

Note: You will need to create notification options for each of your individual DexterVOIP voicemail boxes.

I forgot my Enhanced Voicemail PIN. How can I reset it?
Please contact Member Services at 1-800-786-0132 or by email at memberservices@dextermo.net and they will assign you a new PIN that you can keep or change.

How do I change my PIN?
Follow these steps to change your PIN:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Choose View Messages, next to the appropriate phone number.
• Enter your Current PIN.
• Enter your New PIN.
• Re-enter the New Pin for verification.
• Click OK to save your settings.

How do I get audible message files via email?
Set your voicemail forwarding and automatically receive audio (WAV files) of your voicemail messages to your email account:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Select View Messages next to the appropriate phone number. Click Options on the left navigation bar.
• Enter your email address in the area labeled Voicemail Forwarding and click OK.

How do I set up Auto Login so I don't have to enter a PIN?
Set your voicemail forwarding and automatically receive audio (WAV files) of your voicemail messages to your email account:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Choose View Messages, next to the appropriate phone number.
• Click Options on the left navigation bar.
• Under Auto Login, enter the appropriate phone number.
• Click OK to save your settings.

Can I retrieve voicemail messages that I accidentally deleted?
Yes, you can retrieve a voicemail message that you accidentally deleted. Follow these steps:

• Log into your Member Account Manager.
• Begin from your Account homepage or select the Voicemail tab.
• Choose View Messages, next to the appropriate phone number.
• Choose Trash from the menu.
• Check the box to the left of the voicemail message(s) you want to retrieve and click Undelete.
• The message(s) will be moved from the Trash folder back to your Voicemail Log.

To retrieve messages that you have deleted prior to terminating/exiting the call:

• Press 1 from the Main Menu to access your Voicemail Log.
• Press 5 from the Voicemail Log menu to recover deleted messages.
• You will hear a message indicating the number of recovered voicemail messages.

After deleting messages, if you end the session, either by hanging up or exiting the session, these messages may not be recoverable on subsequent sessions.

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Features

What features are included with DexterVOIP service?
DexterVOIP service comes with standard calling features like Call Waiting, Caller ID, 3-Way Calling, and many more automatically built-in. Plus, you'll enjoy many other features that will make managing your calls even easier like Online Call Logs, Contacts, Do Not Disturb, Call Forwarding, and others. Also, Enhanced Voicemail is included with DexterMO Internet's unlimited calling plans, and can be added for just $3.00 per month to the DexterVOIP Limited Edition Plan.

View DexterMO Internet's features.

What is Click to Call?
With Click to Call you can automatically dial any number from your online Contacts or Call Logs by clicking on the call icon beside the number you want to dial. Click to Call is a great time saving and helpful feature. For example, if you wanted to invite your friends over for a party, you wouldn't have to worry about finding your address book and dialing each number yourself. All you would need to do is operate Click to Call from your online Contacts and your DexterVOIP phone would ring when the call is placed.

Does 3-Way Calling take up more bandwidth?
3-Way Calling does take up more bandwidth. Your quality of service during a 3-Way Call will be dependent on the upload and download speed of your high-speed Internet connection.

Can I delete phone numbers from appearing in my Call Logs?
Currently the ability to delete numbers from your Call Log records is not available.

How many Speed Dial contacts can I have with DexterMO Internet?
You can create up to 20 Speed Dial assignments. To operate speed dial, you will need to press the star (*) key, and then the assigned code for the contact you wish to dial.

Can I use 7 Digit Dialing with DexterMO Internet?
Yes, you can use 7 Digit Dialing as long as the number you are calling has the same area code as your DexterVOIP Household Number. All you need to do is dial the last 7 digits of the number, no area code needed. To make your call go through even faster, press the pound (#) after the last digit. This will tell the system that you are done dialing and to send the call through immediately.

Does DexterVOIP support 311 dialing?
311 is a service that customers can call to obtain information and access to city government services. This service is not available in all areas and is a service that is not currently supported by DexterMO Internet.

Does DexterVOIP allow toll calls to 900 and 976 numbers?
DexterVOIP does not currently support calls to these toll numbers.

If I forward my DexterVOIP phone number will I still receive a voicemail if I am unable to answer the forwarded call?
When you activate Call Forwarding you are bypassing your DexterVOIP Voicemail because all your calls are being forwarded to a phone number you have designated. As long as this designated phone number has a voicemail account or answering system, you will be able to retrieve your messages via that system.

Can I forward calls to an international number?
No, you can not forward your calls to an international number. For our customer's protection, DexterVOIP does not allow calls to be forwarded to international numbers because of fraud concerns.

Why is my Caller ID not displaying correctly when I make or receive international calls?
International Caller ID can be unreliable because countries use different formats for Caller ID. When a call is routed between different countries the Caller ID information may be corrupted or removed depending on the path that a call takes.

Does DexterVOIP offer International Caller ID features? If no, why not?
DexterVOIP is not currently able to offer International Caller ID features. This is because International Caller ID is not guaranteed or reliable with most carriers because of the various routing channels in the international wholesale calling market.

How do I cancel Call Forwarding?
To cancel Call Forwarding follow these steps:

• Log into your Member Account Manager using your email address and password.
• Select the Call Features tab.
• Uncheck the Do Not Forward Calls button and click Save.

Can I accept collect calls with DexterMO Internet?
No, you can not accept collect calls with DexterMO Internet.

Does DexterVOIP offer call hunting?
DexterVOIP offers multiple versions of Call Forwarding, from simple Call Forwarding to the Find Me Call Forwarding feature. Find Me allows incoming calls to "find you" at multiple phone numbers, one after another. If you don't pick up at one number, the call will move on to the next number, until you pick up or the call terminates.

What is Call Return?
Call Return, or Last Call Return, automatically redials the telephone number of your last incoming call. Just dial (*) 69, free of charge from your DexterVOIP phone, and your last incoming call will automatically be redialed.

What is SimRing?
SimRing is a feature that allows you to simultaneously ring up to three alternate phone numbers at the same time. All your selected phones will ring until you pick up, the caller hangs up, or the call reaches Voicemail which you can check when it is most convenient.

Can I place my DexterVOIP number on a Do Not Call list?
Yes. You can place your number on the National Do Not Call Registry by visiting http://www.donotcall.gov. The National Do Not Call Registry allows you to choose if you want to receive telemarketing calls at home. Most telemarketers should not call your number once it has been on the registry for 31 days. Please visit the National Do Not Call Registry website for more details. Registration is free and is effective for five years.

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Transferring a Phone Number

Can I keep my current phone number if I sign up for DexterVOIP Service?

Yes, most numbers qualify for transfer to Dexter VOIP however there are some limitations. You can initiate the transfer process by logging into your new account at www.dextermo.net, going to the Member Account Manager section and clicking on "Transfer Number."

What are the eligibility limitations in porting my number to DexterMO Internet?
Most numbers can be transferred to DexterMO Internet. However, there are some limitations:

• The number you are transferring must be in the DexterVOIP serviceable area. Out-of-area numbers cannot be transferred.
• Test DexterVOIP with your alarm, satellite TV service, or TiVo before attempting to transfer a number associated with that system.
• Make sure you have disabled any specialty features on the existing line such as distinctive ring or shared lines.
• DSL numbers can be transferred. However, you must first request that your existing DSL be placed on a "Dry Loop" or assigned a "Virtual Number". Once you have confirmed your home phone service is not connected to your DSL service number, you can request a number transfer through your DexterVOIP account online.
• Cellular Numbers can be transferred, but your cellular service will be discontinued with your cellular carrier as part of the transfer process.
• You'll need to provide us with the exact billing address and name on record with your current provider, includeing any capitalization, punctuation and/or abbreviations.
• There may not be a line freeze or pending order on your existing phone account.

How long does it take to transfer my current phone number to DexterMO Internet?
Transferring your number may take up to 45 days from receipt of your online request form using your Member Account Manager. DexterVOIP must provide sufficient documentation to your existing phone company to authorize and facilitate the transfer, according to the process and timetable determined by your existing phone company. DexterVOIP will email you with the target transfer date and follow-up again with confirmation when the transfer is complete.

What happens while my number is being transferred?
While your number is being transferred, DexterVOIP will assign you a temporary number that you can use for incoming and outgoing calls. Your existing phone number will stay active with your current local and long distance carrier(s). You are responsible for all charges associated with your other phone service account while the transfer is in process. DexterVOIP will email you with the target transfer date and follow-up again with confirmation when the transfer is complete.

Do I need to call my current local or long distance carrier and cancel my old service?
Please do not cancel your existing service with your current local and/or long distance carrier until you receive notice from DexterVOIP confirming that the transfer is complete. Once the transfer is complete, please call your original local and/or long distance carrier to ensure that your account has been properly canceled. Please note canceling these services prior to completion of the transfer will result in a disruption of the transfer.

How do I transfer my number from my DSL Local Exchange carrier?
If you are requesting your number be transferred from your existing DSL service to Dexter VOIP you will need to complete the following steps to ensure your DSL service is not disconnected:

1. Prior to requesting your number transfer, you will to contact your DSL local exchange carrier and request that your DSL is put on a "Dry Loop" or assigned a "Virtual Number". This will enable the phone service to separate your account into two numbers - one for your home phone service and one for your DSL service.
2. Once you have confirmed your home phone number is not connected to your DSL number, you can log-in to the DexterVOIP member portal and request a number transfer.

What happens to my DexterVOIP numbers after my phone number transfers?
The transferred number will replace the temporary number assigned when you signed up for DexterMO Internet. If you transferred more than one number, the primary number on your previous account is now your household number. All other numbers will become DexterVOIP Signature Numbers. If you would like to delete your original household number, or any other number from your account, please contact Member Services after the transfer process is complete.

Can I delete a number from my account?
Yes, you can delete the temporary number assigned to you by DexterVOIP after the transfer process is complete. You may also delete any additional secondary lines from your account by logging in to the Member Account Manager, clicking on "Remove Phone Number" link and selecting the phone number(s) you would like to delete. You can also submit your request by contacting Member Servicess directly. Please wait until the transfer process is successfully completed before deleting a number to avoid any service disruption. There is no charge to delete a number.

If my number can't be transferred, can I still use DexterVOIP Service?
Absolutely - as long as you live in a DexterVOIP service area, you can choose a new phone number for use with DexterMO Internet. If you are using DSL, please refer to the DSL transfer guidelines listed under the "How do I transfer my number from my DSL Local Exchange carrier" shown above.

Can I transfer a number on one DexterVOIP account to another DexterVOIP account?
Unfortunately, our systems are not able to move numbers between DexterVOIP accounts.

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International Calling

How can I browse all your international rates?
Click here to browse all of DexterMO Internet's International Calling Rates by country.

How do I make an International Call from my DexterVOIP phone?
International dialing with DexterVOIP works just like traditional phone service. First, dial the international prefix (IDD prefix). This is the code required to dial a call FROM your location TO another country. To call out of the United States, this code is 011. Next, you must dial the country code for the country you are calling. These codes and the international rates can be found on the international rate table. Lastly, dial the city/area code and number associated with the place or person you are trying to reach.

Dialing from the U.S.: Dial 011 + (country code) + (city/area code) + (number)

How do I enable/disable International Call Blocking?
It's simple. All you need to do is:

• Log into your Member Account Manager.
• From your Account homepage select the Call Features tab.
• Underneath Out-bound Call Blocking click on Block International Calls and then click on save to enable or disable this feature.

What are LynxSpot destinations?
LynxSpots^SM are a group of 30 countries plus an additional 11 key foreign cities that are only $.03 a minute to call. That's 41 international destinations that are only $.03 a minute to call, and you don't have to sign up for a special international calling plan to take advantage of this great rate - it is automatically included with your plan!

How does the $3.00 monthly bonus international calling credit work?
The $3.00 monthly international credit is included with the Annual or Monthly Editions. When you sign up for either one of these plans, you get a $3.00 international calling credit every month. That's up to 100 free minutes each month, depending on where you call.

What if I don't use my full $3.00 international calling credit for a particular month, can I carry the value over to the next month?
The $3.00 bonus international calling credit is a per month allocation and cannot be carried over to the next month.

Why are international calls placed to cell phones sometimes more expensive than international calls placed to landline phones in the same destination?
In some cases, international calls placed to cell phones are more expensive than calls placed to a landline phone in the same international area because of the associated call termination charges that the cell phone provider charges. Cell phone termination charges vary by country and cell phone provider.

What do LCFA and NCFA in the International Rate Table mean? How do they affect international calling rates?
LCFA stands for Local Call Fee Access
NCFA stands for National Call Fee Access

These are Premium Rate Service Numbers (PRS), which means that calls placed to these numbers are charged a premium. In Europe this is called Freephone service and is similar to toll free service in the U.S.

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Directory Assistance and Directory Listings

Will I be able to dial 411 for Directory Assistance from my DexterVOIP number?
Yes. Directory Assistance is available with DexterVOIP Service. Simply dial 411 or 555-1212 just like always. Two Directory Assistance calls are included with any DexterMO Internet's Annual plans each month. Additional calls are just $.79 each. If you chose the DexterVOIP Limited Edition, Directory Assistance calls are also $.79 each.

Can someone place a Collect Call to my DexterVOIP phone number?
No. Collect Calls cannot be received or placed from your DexterVOIP phone.

Will my Household phone number be listed in the phone book?
If you choose your Household Number can be listed in the local phone book at no additional charge. You have the option during the sign-up process when you select your Household Number. DexterVOIP suggests adding your number to the FCC Do Not Call Registry to prevent any unwanted solicitations

Can I have my DexterVOIP Numbers added to the Do Not Call Registry?
Yes, you can add your DexterVOIP phone numbers to the FCC's Do Not Call Registry. You will need to complete the form yourself, but the process is quick and simple. You can place the number on the Do Not Call Registry by visiting the Federal Communications Commission's (FCC) website, www.donotcall.gov.

How do I enable/disable Directory Assistance Call Blocking?
It's simple. All you need to do is:

• Log into your Member Account Manager.
• From your Account homepage select the Call Features tab.
• Underneath Out-bound Call Blocking click on Block Directory Service Calls (411) and then click on save to enable or disable this feature.

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Billing

Will I receive a paper invoice?
No, you will not receive a paper invoice. DexterVOIP will automatically bill your credit card and send you an email notice that your account had been charged. For account and call detail information, you can view your invoice and your payment history by logging into your Member Account Manager.

When will my credit card be charged?
You will first be charged on the date that your DexterVOIP equipment is shipped. You will then be charged either monthly or annually based on your monthly usage and plan anniversary.

What payment options are available?
DexterVOIP accepts Visa, MasterCard, American Express, and Discover. You must use a credit card to purchase DexterVOIP Service. You may also use a debit or check card, as long as it works like a credit card (carries a Visa or MasterCard logo on the front).

If I signed up for a DexterVOIP Annual Plan, when does my plan anniversary occur?
Your plan anniversary, or renewal date, is typically one year from the start date of your Annual Plan.

How do I change the credit card number that I have associated with my DexterVOIP account?
You can change your credit card information through your Member Account Manager:

• Log into your Member Account Manager.
• Click on the My Account tab.
• Select Billing Information from the left hand menu.
• Scroll down to the Credit Card Information section and click Change.
• Enter in your updated credit card information and click Save.

How do I update my billing address information?
You can change your credit card information through your Member Account Manager:

• Log into your Member Account Manager.
• Click on the My Account tab.
• Click the Change button under Service and Billing Address.
• Enter in your updated address and click Save.

How can I view my most recent invoice online?
Follow these steps to view your most recent invoice online from your Member Account Manager:

• Log into your Member Account Manager.
• Click on the My Account tab.
• Select statements from the left hand menu.
• Click on the View Invoice Details link under the Current Invoice Summary Section.

How can I view previous invoices online?
Follow these steps to view your previous invoices online from your Member Account Manager:

• Log into your Member Account Manager.
• Click on the My Account tab.
• Select statements from the left hand menu.
• Underneath the Previous Invoice Summary section, click on the View Invoice Details link beside the invoice that you would like to see.

What is the USF Charge?
The Universal Service Fund (USF) subsidizes rural phone companies, phone service for qualified low-income households, and telecom services for schools and libraries. Effective Oct 1, the Federal Communications Commission is requiring Internet phone companies to make direct USF contributions. DexterVOIP will begin charging the USF Charge, which will be applied to your monthly invoice if you are enrolled in a monthly plan or will be applied when you renew your annual service plan. For more information, please visit http://www.fcc.gov/oig/oigaudpm-usf.html.

How much will I be charged for the USF Charge?
USF is a federally-mandated tax based on a percentage of your phone service bill which applies to usage, subscription charges and equipment fees. A USF rate of 7.5933 percent is applied to domestic usage (including calls to Canada), subscription charges and equipment fees. International charges will include USF rate of 11.7 percent. Note: USF rates are subject to change on a quarterly basis.

How do I cancel DexterVOIP Service?
If you choose to cancel your DexterVOIP Service, please contact Member Services at 1-800-786-0132. The DexterVOIP Member Services representative will close out your account and provide you with instructions on returning your DexterVOIP equipment. Please note that we cannot accept cancellation notices via email.

What if I cancel service during the 31 day trial period?
If you cancel within the 31 day trial period, the USF Charge is fully refunded along with the service charge and DexterVOIP Launch Kit charge.

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Traveling & Moving

Can I travel with my DexterVOIP service?
One of the great benefits of DexterVOIP Service is that you can take your number anywhere in the U.S. Bring your DexterVOIP equipment with you and connect it anywhere that you get a high-speed connection. You'll be able to make and receive calls as if you were home. Remember, Enhanced 911 Service will not function properly if you are using the service away from home.

What happens to my Emergency Dialing service if I travel or move with my DexterVOIP equipment?

DexterVOIP service is portable to any location with broadband Internet access. If you travel, you can take your DexterVOIP equipment with you and your service will work in any location with broadband Internet access. However, do NOT dial 911 whenever using your DexterVOIP equipment in a location other than the service address associated with your DexterVOIP account, since emergency service will not be properly rendered.

If you move or intend to use your DexterVOIP Service away from home for an extended period of time, you must update your new location in order for 911 to function properly. Call DexterVOIP Member Services to make a change to your home address. Remember, it will take up to 30 days for this change to complete, and you should always maintain an alternative means of accessing emergency service.

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Referrals & Rewards

Does DexterVOIP have a referral program?
Yes, DexterVOIP has a referral program called RocketRewards. If you are a DexterVOIP member, you can participate in this program by referring your friends and family to DexterMO Internet. You can learn more about how this program works by logging into the Member Account Manager and choosing the "Rewards" tab.

If I refer a friend to DexterVOIP and they sign up, what do I receive in return?
As part of our RocketRewards program, you would receive reward points allowing you to select the reward you like best from an available list. The reward choices will change from time to time. DexterVOIP does not reward cash. All of our rewards are either certificates or equipment related. You can view the current reward choices by logging into the Member Account Manager and choosing "Rewards".

What offer is extended to my friend if I make a referral?
The referral offer will periodically change. To find out which offer is available today, log into the Member Account Manager and choose "Rewards".

My friend bought DexterVOIP equipment at a retailer. Can I still get referral points?
Unfortunately, retail purchases do not qualify for referral points at this time.

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