e911 Emergency Calling User GuideThere 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/.

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

Ottawa ...................... 343-882-1920Quebec City .............. 418-478-3067Sherbrooke ............... 873-888-9040Sudbury .................... 705-885-3010Toronto ..................... 647-848-3378Vancouver ................ 778-775-3470Windsor ..................... 226-946-3015

Getting StartedWelcome 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

Place or receive a call 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.

Worldwide callingYou 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 911Need 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.

Checking voicemail 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.

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

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

The Premium Features

Caller ID and Call Display 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.

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

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.

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:

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 end either call:

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 callingAnyone 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.

Conference call dial-in numbers:

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

TroubleshootingI 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

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