Do you have a question?
Welcome to our Technical Support Department! If you are experiencing a problem with your Internet connection or your phone, please, read carefully the instructions listed below. If you could not find a solution to your problem from this list, please, do not hesitate to call our Support Team that will be more than happy to pay a special attention to your particular needs. Thank you for your patronage.
How do I dial a phone number in North America or International?
In able to make outbound calls, you need to dial for North America and the Caribbean 1+Country Area Code + phone Number. For example, a call to New York should be 1-212-364-4444. But, if you are calling to Europe or anywhere you normally dial 00+ or 011+ depending on the country you are calling. For example you should dial as follow to call the UK: 011 + Country Code + City code + phone Number with Vodalink Phone Services. So in an example it should be 011-44-141-234-4434.
Can unused minutes be carried to the next month?
With Vodalink service you do not have to manage your minutes. If you sign up for the Vodalink North America Plan all calls within the United States and Canada will be unlimited. If you select the Vodalink Unlimited In-Canada Plan, all calls made in Canada will be unlimited. International calls are charged on a per minute basis and are prepaid, so you won’t have to worry about bad surprises at the end of the month.
Are calls to cell phones or mobile phones included in the plans?
Calls to cell phones or mobile phones in US and Canada are included in the plans. Calls to International cell phones or mobile phones in certain areas may be included. Please visit our Rate Plans page and refer to the country list for each individual plan. Also excluded in the plans are calls to Special Service numbers such as Toll-Free or Caller-Paid Information Service or 900 numbers.
Do you take any other method of payment besides a credit card?
Yes, Vodalink accepts other methods of payment including pre-authorized payments and retail Vouchers that may be limited to selected countries and areas. For further details, contact the sales and customer service department.
What if there is a problem with my credit card?
You can purchase a Voucher with cash (available in restricted countries). For more information please call your agent and ask the options.
Will my outbound calling service be suspended?
If after 14 days your account balance has not been paid in full, your Vodalink service account will be deactivated, you will loose all virtual numbers and data stored in your account and you will have to signup again and start the process from the start.
Are there overage charges?
There are no overage charges with Vodalink service. All in-Canada calls are included in your monthly plan service charge. Note that if you are using Vodalink on business purpose, you have to sign up under the Unlimited Business Plan. Residential vs. Business Services use are outlined in our Terms of Service.
If I suspect an error on my bill, who should I contact to resolve it?
If you feel you have any questions concerning charges on your bill, contact Vodalink’s Billing Department.
How can I track my order?
There are two ways to track your order: (1) by email sent to you (an email will be sent to you at various points along your order\’s fulfillment and shipping process), (2) log in to your Vodalink web account portal. You will receive an email to confirm your order along with the billing and shipping information you provided. Another email will be sent to you when CanadaPost/UPS/FedEx will pick up your Vodalink adapter and you will receive a tracking number. A third email will arrive when we have received shipment delivery confirmation to your shipping address. You can also track your order 24/7/365 by checking the Orders tab after logging in to your Vodalink web account. Here you will see details of your order. If you have not received your shipment and it has been more than seven days since you placed your order, please contact Customer Care. 1-888-906-3960.
My package arrived damaged. What should I do?
If you receive a package that is visibly damaged, please: Note the damage on the carrier\’s freight bill or receipt. Be sure to obtain a copy. Keep the original carton, all packing materials and parts intact. Contact Vodalink\’s Customer Care department at [email protected] immediately. Warranty coverage varies depending on the type of device that you choose. Of course, if the damage is covered, Vodalink will replace your equipment so you can begin using our services as quickly as possible.
What if I want to change the shipping address of my order?
We know how important it is to deliver our product to our customers as soon as possible. Therefore, our systems are designed to quickly provision your account and ship out your order. It is likely that your order has already been shipped to the address you initially provided. If you need to change your shipping address, please follow the directions in the shipping confirmation email we sent or contact us immediately at Vodalink.com. Vodalink charges a $15.00 redirect fee on any changes for packages that are already sent.
Can I change my rate plan at any time?
You can change your rate plan -with no additional charges- once per billing cycle. When changing rate plans, you may choose to have the change take effect immediately or at the end of your billing period. If you choose to change your rate plan immediately, your service will be pro-rated for the period it is on the old plan and the new plan. There is no charge for changing your billing plan, and you can make the change yourself, once in a billing cycle, with your Vodalink Account Portal.
Can I cancel at any time?
We hope you won\’t, but yes, you may cancel at any time. If you cancel within the first 30 days of service activation for any reason, through our Money Back Guarantee we will waive the $29.95 disconnect fee and refund your activation and first month of service*. To cancel, contact Vodalink at 1-800-906-3960. You must return your equipment within 14 days of cancellation and have not exceeded 250 minutes of in-plan usage in the first 30 days of service or you will not be refunded for the first month of service. Customer is responsible for return shipping.
What do I need to use Vodalink service?
A traditional touchtone phone: Any corded or cordless phone works with the Vodalink service. Broadband Internet: provided by cable modem, Digital Subscriber Line (DSL), T-1, Fractional T-1 or T-3.* A VoIP Phone Adapter: This small adapter connects your phone to your DSL/Cable modem and makes the service possible. Vodalink supplies this when you sign-up for our service.
Can I use a router
If you also use a home computer with your Vodalink Service, you will need a routing device. If you do not already own a router, Vodalink can supply an integrated router with your Phone Adapter. The Router/Phone Adapter allows your phone and one computer to use your Internet connection at the same time. If want to connect more than one computer to the Internet, then you can either buy your own router or have one installed by a local computer services company
Vodalink recommends that you purchase a DSL/cable web-safe router that provides Network Address Translation (NAT) and Dynamic Host Configuration Protocol (DHCP) for your network. If you are having trouble with your Vodalink service on an older model router, Vodalink recommends that you download and install the router\’s latest firmware from the manufacturer’s web site.