e911 Emergency Calling User Guide

There are important differences in the way 911 Service operates with VoIP phone services
when compared with traditional telephone service. Heres what you need to keep in mind:
Differences between traditional 911 Service and VoIP phone 911
With traditional phone services, your 911 call is sent directly to the nearest emergency
response centre. With VoIP phone service, your 911 call is forwarded to a third-party
service provider that will automatically or manually route your call to the emergency
response centre.
Remember to verify your location
Because you can move your VoIP phone between locations and because, for technical
reasons, the emergency operator may not have your name, location or contact information
available, you must immediately inform the emergency operator of your location and
contact particulars any time you call 911. Do not risk sending police or ambulance services
to the wrong location.
Be prepared during any service interruption
VoIP phone service depends not only on your continued subscription for the service, but
also on Internet connectivity and power to function. In the event of power, network, or
Internet outages (including congestion), or if your service is disconnected or suspended
due to non-payment, you may experience a failure, disruption or delay in your 911 service.
We recommend that you keep an alternative phone service (such as a cell phone) handy to
increase the reliability of your access to emergency services during any service interruption.
Do not disconnect
Until you are told to do so by an emergency dispatcher, do not disconnect your 911 call. If
you are inadvertently disconnected, call back immediately.
Keep your service residential address up to date
Fongo will attempt to provide the emergency operator with your service residential address,
so please ensure that your information on file with Fongo is always accurate and updated. If
you do not do this (for example, if you are unable to speak during a 911 call), the emergency
operator may assume that you are calling from the last registered residential address. Be
advised that it may take up to 3 days for your address information to be updated with 911
third-party service providers.
You can review or update your contact information by logging in to your account at
www.fongo.com/login.

Inform other users

You must notify members of your household and other potential users of your VoIP phone
service of the nature and limitations of 911 emergency calls.
Limitations of liability
Fongos terms of service limit and disclaim liability related to VoIP 911 service, so please
read these carefully. For a complete description of Fongos VoIP 911 service, please see
Fongos terms of service at www.fongo.com/legal/terms/.

Getting Started
Welcome to Fongo Home Phone! Youve joined hundreds of thousands of forward
thinking Canadians who know great phone service doesnt have to come with a hefty bill.
Youre only a few steps from unlimited free calling to most of Canada and low worldwide
rates, plus free premium features like voicemail, caller ID, call waiting, call forwarding,
voicemail to email and conference calling.
Transferred your phone number to Fongo? Dont set up your Fongo Home Phone until
you receive an email confirmation from us letting you know your phone number porting
is complete.
To transfer your phone number, log in to your account at www.fongo.com/login and
visit the Online Store.

Installation
1. 
Turn off your computer and unplug your broadband router or DSL/cable modem.
2. 
Connect the Ethernet cable to the Fongo Home Phone adapter. Then connect the
other end of the Ethernet cable to your router or modem.
3. 
Unplug the phone cable from your phone wall jack and plug it into the phone port
on the Fongo Home Phone adapter.
4. Plug in your modem or router. After a few moments, check that all the correct
status indicators are lit.
5. 
Connect the power cord to the Fongo Home Phone adapter and then to the power
outlet.
6. Wait for the PHONE light on the Fongo Home Phone adapter to turn green. This
can take up to 3 minutes. Pick up the phone receiver. Dial tone means Fongo Home
Phone is now active.
Important! Remember to place the e911 sticker on your phone to notify people of the
limitations of e911 in case of emergency.
Note: Your computer does not need to be turned on
in order to make or receive calls.

The Basics

The Premium Features

Place or receive a call

Caller ID and Call Display

To place a call, dial the number first and press the LINK or FLASH button.
To receive a call, press the LINK or FLASH button on your phone. End a call by
pressing END button.
To make a second call when you are already connected to a call, press the LINK or
FLASH button to switch lines and then dial the phone number.

In order to have call display, you need a call display capable phone. After the first ring,
the name and telephone number of the caller should appear on your display screen. Long
distance calls may sometimes be displayed as Long Distance. Calls from locations that
are not equipped for call display will appear as Unknown.

Worldwide calling
You must have a World Credit balance on your Fongo account to make calls to locations
outside of Fongos Free Calling Cities. To add World Credits or enable Auto-renew of
World Credits, log in to your account at www.fongo.com/login and visit the Online Store.

To place a domestic call, dial the area code followed by the phone number.
To place a worldwide call, dial 011 followed by the country code and phone number.

Place an emergency call dial 911

Need Emergency Services? Dial 911 from Fongo Home Phone. Remember, there are
important differences in the way 911 Service operates with a VoIP phone service when
compared with traditional telephone service. See e911 Emergency Calling User Guide.

Note: Visit www.fongo.com for up to date information on features.

1. A beep tone tells you that another call is waiting (only you hear this tone).
2. 
Another reminder will be heard 10 seconds later if the waiting call remains
unanswered.
3. The second caller will only hear the normal ring tone.

Troubleshooting

Answer a waiting call:

1. Press the LINK or FLASH button on your phone to put the first call on hold*.
2. You will automatically be connected with the second caller. The first call is put on
hold.
Switch between calls:

To retrieve messages from your Fongo Home Phone, dial *98 and follow the prompts
for retrieving your messages.
To delete a message, press 7 during or after message playback.
To stop playback of a message, press any number.
To save a message, press 9 after message playback. Saved messages will be stored
for a maximum of 10 days then deleted automatically for you.

To end either call:

Enable call forwarding

Disable call forwarding
Retrieve your voicemail messages
Delete your voicemail messages
Set up voicemail to email

Ottawa ....................... 343-882-1920

Quebec City ............... 418-478-3067
Sherbrooke ................ 873-888-9040
Sudbury ..................... 705-885-3010
Toronto ...................... 647-848-3378
Vancouver ................. 778-775-3470
Windsor...................... 226-946-3015

Call waiting alerts you to an incoming call when you are already on a call.

1. Press the LINK or FLASH button on your phone to alternate between calls*.
2. Each conversation is private and cannot be heard by the other caller.

To set up your free calling features online, log in to your account at www.fongo.com/login.
Youll be able to:

Barrie.......................... 705-881-4054
Calgary ...................... 587-287-2255
Edmonton .................. 587-487-1290
Hamilton .................... 289-639-8499
Kingston .................... 613-817-4054
Kitchener ................... 226-336-1575
London ...................... 226-289-3357
Montreal .................... 438-338-0358

Call Waiting

Checking voicemail

Set up Premium Features Online

Conference call dial-in numbers:

1. Hang up.
2. Your phone will then ring.
3. When you answer, your phone will be connected to the other call.
* If you do not have a telephone with a LINK or a FLASH button, depress the switch hook
for approximately one second.

Conference calling
Anyone you invite can join a Fongo Free Conference Call from any phone using your
Fongo phone number as the pin code.
Participants dial into any of the Fongo Free Conference Calling dial-in numbers
below and enter your 10-digit Fongo number as the pin code.
The call will start as soon as two people enter the pin code and up to 10 people can
join each conference call.

I cant hear a dial tone

If your Fongo Home Phone adapter does not have active lights, power-cycle your adapter
by unplugging and plugging in the power cord.
My phone doesnt ring

 og in to your account at www.fongo.com/login and ensure you do not have call

L
forwarding enabled.

Ensure your ringer is not turned off on your phone.

The call quality is low

Adjust the volume of your phone.
Ensure the batteries in your phone are fully charged.
Ensure your internet connection is active.
I can only hear one-way audio
Please submit a support ticket at support.fongo.com.
My ported phone number doesnt work. Callers hear Number not in service or
Invalid account.
If you ported your phone number after your initial Fongo Home Phone purchase, follow
the instructions you received by email to update the phone number on your Fongo Home
Phone adapter.
If you have not yet received an email from Fongo letting you know your porting has been
completed, the porting has not yet been completed. If it has been more than 14 days
since your order, please submit a support ticket at support.fongo.com.
Note: Find more troubleshooting topics, or submit a support ticket at support.fongo.com.