Connected Voice FAQs

Connected Voice is a digital phone service provided through your Quantum Fiber internet connection. This is also called VoIP service, which stands for Voice over Internet Protocol. Check out some common questions about Connected Voice below.

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Getting started

Connected Voice offers all the features of traditional telephone (like caller ID, call waiting, voicemail, anonymous call block, etc.), plus more advanced features not available with most traditional telephone services, including mobility, voicemail to email, and email notifications. 

Ordering is easy. Sign in to your Quantum Fiber account and find the Shop tab. You will then be able to select the Connected Voice service that’s right for you. The Basic service is most popular with residential customers, while the Professional service is usually chosen by small businesses. 

Most residential customers find the Basic service is a good fit. Basic service provides one phone number. Many small business customers choose the Professional service, which provides additional numbers and features.

In most cases you can keep your existing number. If you’d like to transfer your current phone number to your Connected Voice service, select the porting option when you order online.

No, existing phone jacks will not work with Connected Voice. Special equipment is required to provide service to your home or business.

  • Basic service requires an Analog Terminal Adapter (ATA) that plugs into your modem.
  • Professional service requires an IP phone that connects directly to your internet. 

Yes, some special equipment is required to provide service to your home or business:

  • Basic service requires an Analog Terminal Adapter (ATA) that plugs into your modem.
  • Professional service requires an IP phone that connects directly to your internet. 

No technician needed! You can install Connected Voice yourself. See our setup guides for Basic and for Professional.

With Basic service, you can use any touchtone phone. Follow the setup instructions for Basic service to connect your phone to the adapter box and get everything up and running. Your landline phone jacks will not work with your Connected Voice service. Any devices you want to use, such as an external answering machine, must be connected to the adapter.

With Professional service, you'll need a special phone. Regular landline or cordless phones will not work with Professional service. When you complete your order, you'll also purchase an IP phone that is certified to work with the service. Then you can follow the professional setup instructions to connect the phone to your internet service. With Connected Voice Professional, you can also use the mobile app or desktop app to make calls.

Once your order is complete, you'll get an email with a link to the activation portal. There you'll be able to either request a new telephone number or transfer your number from an existing service.

  • If you opt for a new telephone number(s), you'll receive it within minutes of submitting the request. 
  • If you choose to transfer an existing phone number from a different service, you'll be given a date the transfer will take place, at least 5 days after the request. If you need assistance moving your number, contact us.

Using Connected Voice

The Long Distance Calling Plan applies to direct-dial, unlimited local and long-distance calling in the contiguous United States, Alaska, Hawaii, Puerto Rico, and U.S. Virgin Islands. 

Connected Voice service includes 500 minutes (called the 'minute bucket') of direct-dial international calling each month. This works with calls to Canada, Mexico, the United Kingdom, Ireland, and Germany. Once the 500 minutes have been used, calls to the countries listed are unavailable until the minute bucket is reset on the first day of the next month. You can track your usage by signing in to your Connected Voice account and selecting Call History.

Your Quantum Fiber Connected Voice service allows you to dial 911 to reach emergency services in your area, just like traditional phone service. However, the service differs from traditional phone service in a few ways. Please review your Quantum Fiber Connected Voice Subscriber Agreement for all the details about these differences. Here are four key differences to be aware of:

  1. 911 calling through Connected Voice will not work during a power outage without battery backup. For this reason, it's important that you have a battery backup unit in place. Learn more about battery backup.
  2. You cannot make or receive calls, including return calls from Emergency 911 centers, until your current phone service has been deactivated.

  3. Some US locations do not offer 911 service, so you must provide your location information to local emergency centers in these areas.

  4. You must notify Quantum Fiber before you change the physical location of your Connected Voice service. Connected Voice 911 calling will not work properly if you move and fail to update your physical location with us and get a confirmation.

Yes, you can use your fax machine with Connected Voice service. You will need to let us know you'll be connecting a fax machine when you order service. 

We recommend you contact your security system provider to learn more about how the system works with digital phone service. Also note that the service will not work in a power outage unless you have a battery backup.

We recommend you contact your emergency life alert provider to learn more about how the system works with digital phone service. Also note that the service will not work in a power outage unless you have a battery backup.