Table Of COnTenT Contact Us...2 Welcome...3 Calling Features...4-11 Frequently Asked Questions...12-17 Other Services...18 1 Advanced Cable Communications
CONTACT US EMAIL US: info@advancedcable.net TelePHOne Us: 954-753-0100 24 hour a day, 7 days a week ONLINE: www.advancedcable.net OffICe locations: advanced Cable COmmUnICaTIOns 12409 NW 35th Street Coral Springs, FL 33065 advanced Cable COmmUnICaTIOns 1274 Weston Road Weston, FL 33326 COral springs lobby HOUrs: Monday through Friday: 8:30 a.m. 7:00 p.m. Saturday: 8:30 a.m. - 12:30 p.m. Sunday and major holidays closed WesTOn lobby HOUrs: Monday through Friday: 8:30 a.m. 6:00 p.m. Saturday: 9:00 a.m. 12:00 p.m. Sunday and major holidays closed Welcome To Advanced Phone 2
WELCOME Congratulations on switching to the clarity and reliability of Advanced Phone from Advanced Cable Communications! Now you can call as often as you want, for as long as you want, any time you want, all across the country for one low price! Unlimited calling - one low monthly price! Call across the entire United States, plus Puerto Rico, Guam, and the U.S. Virgin Islands for one low price! FREE, local customer service and 24/7 technical support. One bill, one company experience the convenience of having just one bill for telephone, Internet and cable TV. 12 Calling Features Caller ID, Call Waiting and more included at no additional cost. Keep your current phone number in most cases, keep your same telephone number to make switching easy. Use existing phones. Enhanced 911 delivers your phone number and address to emergency responders. International long-distance to family and friends all around the world at competitive rates. No contract required. We appreciate your business, and value the opportunity to serve you! Your Neighbors, The Staff and Management of Advanced Cable Communications. 3 Advanced Cable Communications
CALLING FEATURES VOICE MAIL A central office-based telephone answering service associated with a specific telephone number in which spoken messages are recorded for later playback to the intended recipient. Voice Mail is an optional feature with Advanced Cable s Phone service. To add Voice Mail to your service call. You will need to set up your voice mail account before using it. To access your voice mail account for the first time, you must use your home phone. Dial your 10-digit home phone number and listen for instructions. 1. Enter your 10-digit phone number and press the # key. 2. You will hear a Welcome Message and then be prompted to enter a 4-10 digit passcode and press the # key. 3. You pass code will be repeated. Press the # key to keep the code. To change it, press the * key. 4. You will have the option to Record your name by pressing 1 or to have the system play your 10-digit phone number by pressing 2. If you choose option 1, you will be prompted to say your name and press the # key. It will play back your name, press the # key to confirm. This greeting will introduce Voice Mail messages left for other Advanced Phone subscribers, letting them know who sent the message. Press the 1 key to use the recording of your name. Press the 2 key to listen to the recording of your name. Press the 3 key to record your name again. If using the standard system option; press 2, the system will play your ten digit telephone number and then press # to confirm. 5. You will also have the option to record a personal greeting or to use the standard system greeting. This is the greeting callers will hear when you are unable to answer the phone. To record a personal greeting, press 1. At the tone record your personal greeting, and press # when finished. Welcome To Advanced Phone 4
Press the 1 key to use the greeting. Press the 2 key to listen to the greeting. Press the 3 key to record the greeting again. Once your voice mail account is set up, you will have the chance to listen to the main menu, or simply hang up to exit. To select the Standard System greeting, press 2. The standard greeting will play, then press # to accept. 1. Lift the handset of your phone. 2. A stuttered dial tone indicates that you have a message. 3. Dial your 10-digit home telephone number. 4. You will be prompted to Enter your PIN number/pass code, and then press the # key. 5. The system will tell you how many new messages you have. 6. Your messages will play automatically. away fr 1. Lift the handset of any touch-tone phone. 2. Dial your home phone number. Wait for your greeting to answer, and press the * key. 3. Enter your PIN number, and then press the # key. 4. The system will tell you how many new messages you have. 5. Your messages will play automatically. Ing voice mail m Once you have listened to a message, there are several options available to manage them. To get the date and time press the 1 key. To skip a message press the # key. Save a message press the 9 key. Erase a message press the 7 key. To replay the message - press the 4 key. Advance a message press the 3 key. To hear all the options press the 0 key. Retrieving accidentally erased message return to main menu and press the 1 key. To cancel message review press the * key. 5 Advanced Cable Communications
Call forward b This is transparent to you, but will automatically transfer incoming calls to your voice mail service when the line is busy unless you choose to answer them when you hear the Call Waiting tone. (Note: Included with voicemail purchase). CALLER ID NUMBER AND NAME Transmits caller s information. (Note: You must have proper equipment to see the Caller ID information transmitted). CALL WAITING Allows you to hear a tone announcing an incoming call. TO USE CALL WAITING: Press and release the switch hook or flash button when you hear the Call Waiting Tone. Your first call will be placed on hold, and your second call will be on the line. Press the switch hook or flash button as often as you would like to switch between the two calls. To end the first call and answer the second, simply hang up. Your telephone will ring and your second call will be on the line. You can end either call by having the caller hang up. TO TEMPORARILY DISABLE CALL WAITING: Lift the receiver and listen for dial tone. Dial *70 to cancel Call Waiting for the current call. Dial the number you wish to call. CALL WAITING ID Allows you to see the name and number of the second caller. You can then decide whether to place the first call on hold and take the second call or continue talking and let the second call go to your voice mail. CALL FORWARD Allows you to forward incoming calls to another telephone number. TO USE THE CALL FORWARD FEATURE: Lift the receiver and listen for dial tone. Dial *72 and the number that you wish to have your calls forwarded to. A stuttered tone will indicate that the feature has been activated. TO CanCel THe Call forward feature: Lift the receiver and listen for dial tone. Dial *73. Listen for confirmation that the feature has been deactivated. Welcome To Advanced Phone 6
ANONYMOUS CALLER REJECTION Allows you to reject incoming calls when the calling party has suppressed (blocked) the identity of their name and/or directory number (DN), which would otherwise appear on a display. The caller, in this case, is routed to an announcement. T rejection feature: Lift the receiver and listen for dial tone. Dial *77 to reject calls from blocked numbers. Dial *87 to allow calls from blocked numbers. RETURN CALL Allows you to call back the last number that called you. Use of this feature is accomplished by (after having missed the incoming call) going off-hook and dialing *69. TO Use THe return Call feature: Lift the receiver and listen for dial tone. Dial *69. You will hear telephone number of the last caller and you will be given an option to return the call. Press 1 to place the call. The last number that you received a call from will be automatically dialed. If the line is idle, the call will be placed. If the line is busy, you will be notified by a special ring when the line becomes free and the call is placed. Note: In some situations *69 service will read the correct telephone number back, but will not connect to that number. This may include telephone numbers from small telephone companies, wireless phones and/or toll free calls. THREE WAY CALLING Allows you to bridge together 2 lines in addition to yours for a call. TO Use THe THree-WaY CallIng feature: Once you are on the line with your first call, press and release the switch hook or flash button to hear a second dial tone. 7 Advanced Cable Communications
Dial the number for your second party. When the second party answers, press and release the switch hook or flash button. Your three-way call will begin. When finished with the call, simply hang up. REPEAT DIAL Allows you to have a number redialed for up to 30 minutes if the line is busy when first reached; you are notified by a distinctive ring when the line is clear. TO USE THE REPEAT DIAL FEATURE: Hang up after receiving a busy signal. Lift the receiver and listen for dial tone. Dial *66. The number will be automatically re dialed until the call completes or you cancel the repeat dial feature. If the line is idle, the call will be placed. If the line is busy, you will be notified by a special ring when the line becomes free and the call is placed. If you wish to cancel the repeat dial request before the end of the 30 minute automatic redial period, you may dial *66 again. Note: In some situations *66 service will read the correct telephone number back, but will not connect to that number. This may include telephone numbers from small telephone companies, wireless phones and/or toll free calls. SELECTIVE CALL REJECTION Allows you to block up to 12 specific telephone numbers. Activating this feature will also To access the service and listen to the prompts: Listen for a dial tone. Dial *60. Press the 0 key to hear the instructions. The following instructions are available via voice prompts. TO REJECTION: Listen for a dial tone. Dial *60. Listen to the ON/OFF announcement. To turn the feature on or off, press or dial 3. Welcome To Advanced Phone 8
TO ADD A NUMBER TO YOUR BLOCkED NUMBER LIST: Listen for a dial tone. Dial *60. Press #. Enter the selected phone number. Press # again. Repeat the #telephone number# procedure until you have entered all of the desired telephone numbers. Hang up. YOUR LIST: Listen for a dial tone. Dial *60. Dial #1#. TO REVIEW THE PHONE NUMBERS ON YOUR LIST: Listen for a dial tone. Dial *60. Dial 1 during the announcement. The list entries will be announced. After hearing an entry, you may press 07 to remove the telephone number form your list. TO REMOVE PHONE NUMBERS FROM LIST: Listen for the dial tone. Dial *60. Dial *telephone number* to remove a specific telephone number from your list. Things to remember If one of your Selective Call Rejection numbers is also on another Selective Call Feature list, you must deactivate Selective Call Rejection before using the other feature. SELECTIVE CALL FORWARD Allows you to forward only those calls from specific, pre-programmed numbers to another designated number. Activating this feature will also begin the creation of the selective list, and the forward to number. 9 Advanced Cable Communications
TO ACCESS THE SERVICE AND LISTEN TO THE PROMPTS: Listen for a dial tone. Dial *63. Dial 0 to hear the instructions. TO ADD A NUMBER TO YOUR FORWARDED NUMBER LIST: Listen for a dial tone. Dial *63. Press #. Enter the selected phone number. Press # again. Repeat the telephone number procedure until you have entered all of the desired telephone numbers. Hang up. TO ADD THE NUMBER OF THE LAST INCOMING CALL TO LIST: Listen for a dial tone. Dial *63. Dial #01#. TO REVIEW THE PHONE NUMBERS ON YOUR LIST: Listen for a dial tone. Dial *63. Dial 1 during the announcement. The list entries will be announced. After hearing an entry, you may press 07 to remove the telephone number from your list. TO REMOVE PHONE NUMBERS FROM LIST: Listen for the dial tone. Dial *63. Press the 0 key and listen for the options. Dial *telephone number* procedure to remove a specific telephone number from your list. To disable this feature dial *83. Welcome To Advanced Phone 10
Remember to turn the Selective Call Forwarding feature off when you no longer wish to have the selected telephone numbers forwarded to a different telephone number. CALLER ID BLOCkING Allows you to block Caller ID info transmission on a per call basis. This is accomplished by dialing *67 after going offhook, but prior to dialing the called number. Note: Caller ID Blocking may not be available on some calls, including calls to E911. CALL TRACE The Call Trace feature enables you to protect yourself from threatening, harassing or abusive telephone calls. When you activate the call trace feature, the number of the last incoming call will be traced so that law enforcement officials may take appropriate actions against the offending party. TO USE THE CALL TRACE FEATURE: When you receive a threatening, harassing or abusive call, hang up immediately. Lift the receiver and listen for dial tone. Dial *57. Hang up. Contact the Police Department to file a complaint. Fill out Call Trace request form. (The form will be available for customers to print from our website) * Note: In situations that involve immediate life and death circumstances, contact the Police Department by dialing 911. 11 Advanced Cable Communications
FAQ s Q: What is Advanced Phone? A: Advanced Phone is a multi-featured, residential phone service available from Advanced Cable Communications. Advanced Phone service is as easy to use as your existing phone service from your traditional phone company. Plus, you ll receive additional benefits, which include unlimited local and long distance calling throughout the United States, Puerto Rico, Guam and the Virgin Islands all for one low monthly price! Q: Can I have Advanced Phone? A: Yes! You can subscribe to Advanced Phone service if you live within Advanced Cable s serviceable area. Q: What does Advanced Phone offer? A: (1) The power to call anyone, anytime, anywhere in the United States, Puerto Rico, Guam and the Virgin Islands as often as you like for one low monthly price. (2) Call Waiting, Caller ID, Call Waiting ID, Call Forwarding and much more at no extra cost! (3) The convenience of one bill including local/long distance phone charges, cable television services and high-speed Internet. Q: Will I save money? A: Most people will save money by subscribing to Advanced Phone service from Advanced Cable. To find out how much money you will save, call us today at 954-753-0100. Q: Do I need to subscribe to other Advanced Cable services to get Advanced Phone? A: No. You re not required to subscribe to any other Advanced Cable service to get Advanced Phone. However, by subscribing to more than one service from Advanced Cable you will be saving even more money. Please see the Packages and Pricing section of the website for more details. Q: Is there a fee to switch to Advanced Phone? A: There is a one-time installation and activation charge from Advanced Cable when you have the service professionally installed in your home. Check with your current provider to see if it assesses a charge to transfer your phone number to Advanced Phone. Welcome To Advanced Phone 12
faq s Q: Can I have more than one phone line/number with Advanced Phone and if so what is the cost of the additional number? A: Yes. You can have a total of two different phone numbers with Advanced Phone service. The second phone number is an additional charge. Please see the pricing and packages section of the website or call us to learn more at 954-753-0100. Q: Does Advanced Phone support distinctive ring? A: No. At present, we do not offer distinctive ring service. Q: Will my phone number listed on telephone directories? A: Yes, your phone numbers will be listed in telephone directories, unless you request an unlisted phone number. Q: Can I use my existing home phones with Advanced Phone service? A: Yes. Advanced Phone will connect to all your working jacks and telephones. Q: Does Advanced Phone replace my current home phone service? A: Yes. If you choose to keep your existing number, then Advanced Cable will notify your existing provider that you are switching service. Q: Will my monitored security system work with Advanced Phone? A: Advanced Phone will work with most monitored home security systems. In the event that Advanced Cable installs and configures Advanced Phone with your home security system, we require that you test the alarm system before and after your installation. Q: Can I use Advanced Phone for my business? A: No. At this time Advanced Phone service is residential only. Q: Can I talk on the phone, browse the Internet and watch TV at the same time? A: Yes! Advanced Cable will provide you with new equipment, which will allow you to utilize the Internet service, cable service, and the phone service simultaneously. Advanced Cable services operate independently of one another and therefore one service is not affected by the use of another. 13 Advanced Cable Communications
faq s Q: How do I refer someone to Advanced Phone service? A: You can refer customers by submitting an online Refer-A-Friend form at our website, www.advancedcable.net FEATURES: Q: How do I use my Advanced Phone features? A: Please review the Advanced Phone Features section of this handbook or our website for complete details of the features available and how they are used. ENHANCED 911 (E911): Q: Can I call 911 using my Advanced Phone? A: Yes! Enhanced 911 (E911) is part of Advanced Phone service. With E911, when you dial emergency services, the operator automatically receives your name and address information in advance. Please note that there may be circumstances under which the E911 services available with Advanced Phone may be limited in comparison to traditional 911 service. Please see Advanced Cable s Subscriber Agreement for more information. Q: If power goes out, does my 911 service still work? A: Advanced Phone service provides up to 4 hours of battery backup. So long as your battery backup is not uncharged, discharged, improperly installed or malfunctioning, your phone service will continue to work even if you lose electrical power. This includes your E911 service. Note that it s important to have a battery backup telephone to use at all times in case of power failure. Q: If my phone service is temporarily suspended for non-payment, does my 911 service stop working? A: No. If you are temporarily suspended for non-payment, your 911 service will still function. If you are disconnected instead of suspended, then your 911 will NOT work. Disconnect reasons are: (1) You request to be disconnected or (2) You fail to pay your bill after 45 days. Welcome To Advanced Phone 14
faq s Q: Under which circumstances would my 911 service stop working besides being disconnected by the cable company or stand-by battery backup failure during a power outage? A: Any changes you make to the Advanced Phone equipment without first notifying Advanced Cable may cause your Advanced Phone service, including 911 service, to fail. Please notify Advanced Cable before making any changes to your equipment. Also, other circumstances such as network issues could affect your 911 service. A few reasons that your 911 service would stop working are: 1. If you move the Advanced Phone equipment to a different address without first notifying Advanced Cable of the move. 2. If you move the Advanced Phone equipment to a different location within the residence from the initial installation. 3. If the Advanced Phone equipment fails or is not configured properly. 4. If there is a problem with network facilities, including network congestion, network/equipment/power failure, or another technical problem. * Please see Advanced Phone Agreement for more details. OTHer POssIble CIrCUmsT advanced PHOne service: Q: Are there other circumstances that could affect my use of Advanced Phone service? A: In addition to those reasons listed above, if Advanced Phone service is interrupted as a result of downed cables connecting to your home or cuts to other portions of our network (as can happen in cases of severe storms), the service will not function until those facilities are restored. Depending on the specific facilities impacted, traditional phone providers may be affected in similar ways. LONG DISTANCE: Q: Can I choose my Long Distance Carrier? A: You have the option to select another long distance carrier if you so desire. However, Advanced Phone comes with FREE long distance in the United States, Puerto Rico, Guam and the Virgin Islands. If you select another carrier, your Advanced Phone bill will not change. However you will incur additional charges from whichever long distance carrier that you choose. 15 Advanced Cable Communications
faq s Q: How do I make long distance calls? A: Dial as usual. Press 1 before the area code and telephone number. Q: How do I make international calls? A: Just dial as usual that is, 011 + country code + city code+ telephone number. Calls to international locations are extra but are billed at discounted rates. Calls to international locations are extra but are billed at discounted rates. Rates can be found at www.advancedcable.net under Advanced Phone. INSTALLATION: Q: How soon can my Advanced Phone service be installed? A: We are usually able to complete installation in 5-10 business days. Q: Should I wait to disconnect my current home phone service until Advanced Phone is installed? A: Yes. If you choose to keep your current home telephone number (i.e. port your number), you should NOT contact your current home phone service provider. You need to continue the service from your current phone provider until we complete your Advanced Phone installation. Once our installation is complete and your phone number is successfully transferred, we will contact your current phone service provider to ensure your previous phone service is disconnected. Q: Do I need to be home for the installation of Advanced Phone? A: Yes. In order for Advanced Cable to install and test your service, you need to be present. Q: What if I can t be home? A: Call Advanced Cable at 954-753-0100 to designate a family member/representative age 18 or older who will act on your behalf, approve the installation, and sign the subscriber agreement and other important documents. If you are transferring your existing phone number from your current provider to Advanced Phone, and can t find a replacement, it is important to call 954-753-0100 at least 3 business days before your appointment, or you might temporarily lose telephone service. If you have a monitored security system, your representative will need to have your alarm password to provide to your monitoring company for testing purposes. Q: I wasn t home, and now my phone is out of service. What should I do? A: Contact Advanced Cable at 954-753-0100 to reschedule the installation. Q: How long does installation take? A: Approximately 2 hours. Welcome To Advanced Phone 16
faq s Q: How soon will my Advanced Phone service be active? A: When installation is completed, Advanced Phone is active. The installer will provide you with a Welcome Kit that details all aspects of your service. equipment: Q: Can I move my Advanced Phone equipment modem from one location to another? A: Moving your Advanced Phone equipment may cause your service, including E911, to stop functioning. Please call Advanced Cable before moving your Advanced Phone equipment. Q: Does Advanced Cable provide technical support for my Advanced Phone service? A: Yes. To contact us 24/7, call 954-753-0100. Technical Phone Support is FREE! Q: Who maintains my Advanced Phone equipment? A: Advanced Cable Communications. Q: Do I have to buy any extra equipment? A: No. Advanced Cable will provide you with the equipment (emta) that you need for Advanced Phone service for a monthly rental fee. Q: Do I need a special phone? A: No. All standard touch-tone, wall-mounted, portable, and cordless phones work with Advanced Phone. Q: Is Advanced Phone compatible with answering machines and Caller ID display? A: Yes, Advanced Phone is compatible with most answering machines and Caller ID displays. You must have a Caller ID display to use Caller ID. Remember that Caller ID, Call Waiting, Call Waiting ID, Call Forwarding and more are available at no additional cost with Advanced Phone. Q: Will a fax machine work with Advanced Phone service? A: Yes, in most cases. Some older fax machines may not be compatible. Q: Will Advanced Phone have any affect with my home network? A: No. Advanced Phone and High-Speed Data services are separate. Your home network will not be affected by Advanced Phone. 17 Advanced Cable Communications
OTHER SERVICES HERE ARE SOME OF THE OTHER WAYS WE BRING THE WORLD TO YOUR HOME! BUNDLE THESE SERVICES AND SAVE basic Cable All of your favorite cable channels, from ESPN to Discovery Channel, CNN to Lifetime, MTV to Nickelodeon and more! digital Cable Crystal-clear pictures and sound, with access to advanced features like: Interactive Program Guide! Parental Controls! DVR Digital Video Recorder! HDTV High Definition Television, including national and local channels! Video On Demand hundreds of movies and shows right at your fingertips! Digital Premium Channels! Digital audio music channels! HIgH-sPeed InTerneT service Advanced Cable is a full-service broadband Internet Service Provider! Look what you get: Lightning-fast Internet connection right through your existing cable line! Always on connection NO dialing up to connect and NO phone line required! Residential Service up to 10 email accounts with 10MB of personal web space each! Easy, professional in-home installation! Webmail access email from any Internet connection! Connect multiple home computers! (Customer is responsible for networking computers). Free 24-hour help desk support! Welcome To Advanced Phone 18