Frequently Asked Questions

MetroCast Digital Phone

• What is MetroCast Digital Phone service?
  
  
  

  	MetroCast Digital Phone is a residential phone service that uses a broadband connection rather than a traditional (analog) line to make unlimited local and long distance telephone calls. Using MetroCast Digital Phone is as easy and convenient to use as your current telephone service, but available at a monthly rate which is significantly lower than your current local and long distance.

  
  
  



• Can I keep my current telephone number?
  
  
  

  	Yes, you can transfer your current phone number to MetroCast Digital Phone service. Our trained customer service representatives can do a simple verification prior to installing your Digital phone service. You will still be able to make and receive calls exactly the same way you do today.

  
  
  



• What makes MetroCast Digital Phone service different from my current provider?
  
  
  

  	Several factors include: Convenient one bill for local and long distance service combined with your existing video and/or internet services. Unlimited local and long distance calling anytime all for one low price. Bundled package of the most popular calling features used today – call waiting, caller ID, call forwarding, voicemail, speed dialing, anonymous call rejection and more.

  
  
  



• Can I disconnect my existing phone service after MetroCast Digital Phone is installed?
  
  
  

  	Yes, If you keep your current phone number, you do not need to contact your current service provider. MetroCast will contact your current provider after your Digital Phone installation has been completed. If you receive a new phone number from MetroCast, then you will need to notify your existing service provider to disconnect your current phone service.

  
  
  



• I’m interested in signing up for MetroCast Digital Phone, how do I sign up?
  
  
  

  	At this time MetroCast is not available in all areas.  If you haven't already entered your zip code on our website, please do so to see if Digital Phone is available is your area.  If so, you can sign up online, or contact your local office to speak with a Customer Service Representative.

  
  
  



• Is it true that there are differences between MetroCast Digital Phone service and Voice over Internet services (VoIP)?
  
  
  

  	By using known VoIP services you are using your current internet connection to place a call over the internet using the internet signal/bandwidth to transmit your call. This in turn can cause call quality issues such as echo, crackling and voice hesitations. With MetroCast Digital Phone service, your phone conversations will not be impacted by applications which require the internet. By using a standard known as Quality of Service (QOS) in the telecom industry, MetroCast is able to provide you with reliable and quality Digital telephone service.

  
  
  



• Do I need to be home for my Digital Phone Installation?
  
  
  

  	Yes. You need to be home for the installation technician to properly install and test your Digital phone service.

  
  
  



• Is there special telephones needed for MetroCast Digital Phone service?
  
  
  

  	No. Standard touch tone phones will work with MetroCast Phone service. Your existing telephone equipment should work with MetroCast Digital Phone and will be tested by the installer before your installation is completed.

  
  
  



• Will my home alarm system work the same with MetroCast Digital Phone service?
  
  
  

  	MetroCast Digital Phone will work with most monitored and unmonitored alarm systems. Our installation technicians will install your Digital Phone service and work with you and your alarm company to test your security system before and after the installation.

  
  
  



• Can I be on the telephone and the internet at the same time?
  
  
  

  	Absolutely! With MetroCast Digital Phone service each product functions separately and your newly installed Digital Phone modem will allow you to talk and surf simultaneously.

  
  
  



• How will I receive my MetroCast Digital Phone bill?
  
  
  

  	To simplify things, your unlimited calling plan charges will appear on your MetroCast Cable bill. Any additional charges for directory assistance, international calling or operator assisted calls will be added to your bill as well.

  
  
  



• Who can I call if I have a problem with my bill?
  
  
  

  	Please call your local MetroCast office and speak with a customer service representative in the event that you have a question on your Digital Phone bill.

  
  
  



• Do I have to pay additional for long distance calling?
  
  
  

  	No. MetroCast Digital Phone provides you with unlimited local and long distance calling at anytime day or night (additional per minute charges apply to any call placed outside of the US.)

  
  
  



• Will I be able to call 911 with MetroCast Digital Phone service?
  
  
  

  	Safety and security is top priority and with Digital Phone service, you are provided enhanced 911 service which sends your telephone number and address information to a local 911 dispatcher if 911 is dialed from your home. If there is a power outage, MetroCast Digital phone service and E911 access will still be available due to a battery back up in the modem which is installed in your home. Please keep in mind that cordless phones which plug into an electrical outlet will not function during a power outage. Be sure to have at least one corded phone in your home in case of a power outage. *If there is a network outage or a downed cable line in your area, Digital Phone service and E911 service may be interrupted until the necessary repairs can be made. This is the same with your current telephone provider today if your telephone drop was to be compromised in any way or there was a system related problem in your provider’s network.

  
  
  



• Can I keep my existing answering machine?
  
  
  

  	Yes- You can use your existing answering machine if you choose to.  You will not have a voicemail account unless you activate it.

  
  
  



• Does MetroCast offer collect calling for their Digital Phone customers?
  
  
  

  	Yes, MetroCast does offer collect calling in certain systems.  As of 2/10/2010, collect calling is available in our NH, Maine, CT , MD, PA, and select VA systems only.   It is not available in the Saluda and Bennettsville systems at this time.

  
  
  



• What is the toll-free number to call to place a collect call?
  
  
  

  	To place a collect call, please dial 888-330-0682.

  
  
  



• Are call records available with MetroCast Digital Phone service?
  
  
  

  	Yes!  MetroCast residential and business customers now have the ability to print their call detail records via their secure MY MSO web portal from their home computer. When you log into the web portal and click on the “calls” tab for your number(s), you will see text “export to..” and the choice of using either txt or pdf formats to download.  You can print your call records monthly or at your leisure. *Not available in certain parts of  MS or SC at this time.

  
  
  



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