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Please review this web page for your specific inquiry prior
to directly contacting SkyNET's live support area, as most
questions can be answered from the information provided online
or from materials sent to you via the U.S. mail.
The following are answers to the
most Frequently Asked Questions fielded by SkyNET's Customer
Support team members.
General Inquiries:
What is the SkyCARD Card?
What is a PIN number and why do I need one?
Can I call all 36 locations with my SkyCARD or PIN Number?
When should I use my SkyCARD Travel Calling Card & PIN Number?
When should I NOT use my SkyCARD Travel Calling Card PIN Number?
Why do I have to register my phone number?
Will I get SkyNET prices and services if I don't register my phone number?
Does my calling plan also include international calling?
Can I make international calls outside of the 36 International locations included in my SkyNET plan??
If I transfer my phone number to SkyNET, how long will it take and how do I do it?
I wanted my phone number transferred from my old phone company to SkyNET and it did not go through.
Why would this happen and what can I do about it?
How does SkyNET's 911 service work?
Why do I have to dial an access number to use the SkyNET service?
General Inquires Broadband:
SkyNET's Optional Products & Services:
Does my SkyNET Broadband phone service support Conference Calling?
Technical Questions about SkyNET's Products & Services:
My SkyNET Account
Can I change from one calling plan to another?
What is the difference between SkyNET and my long distance provider?
SkyNET uses the latest VoIP technology to process your call. Unlike other VoIP carriers, we do not require you
to have a hi-speed Internet connection. As matter of fact, you do not even have to have Internet access. Because
of that, you can use our services almost anywhere....not just at home. SkyNET does not require you to switch your
service. You use SkyNET for all calls, local or long distance, without committing to a long term contract.
All active SkyNET customers also have access to
SkyNET's Member Rewards Program. This program makes discounts on merchandise and services available with the
click of a mouse. Finally, SkyNET charges you much less for these calls, and gives you great customer service
and online support. Not to mention, that you can make local calls across the street or to over 35 different countries
without additional long distance charges.
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Is SkyNET switching my long distance company?
It is up to you if SkyNET complements or replaces your current
long distance carrier.
Our services may be used as a broadband phone service or what is referred to as a "dial around" service.
What this means, is that you can replace your local and long distance phone service, and use SkyNET's VoIP broadband
Internet
services exclusively, without your current local provider's hookup. Or, you could keep your local service and use SkyNET's
toll-free access number to make calls on our VoIP network. The choice is yours.
You are not forced into choosing the broadband option to enjoy the benefits of being a SkyNET customer.
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How can I use SkyNET
for long distance calls if I don't switch my service?
To make a call using SkyNET's "dial around" service from your home or office you
must first pre-dial the toll-free access number listed in your welcome E-mail or in the SkyNET Welcome Package that was mailed to you. Those numbers are from home
1-877-375-9638 or on the road, the SkyCARD (PIN call) number is 1-866-775-9638. For your ease of use, we recommend
adding our access numbers to the speed-dial function of your phones, or if you wish, you may order one of the SkyNET
optional dialers. This device automatically pre-dials the "dial around" toll-free
number each time you place a long distance call. To order a SkyNET dialer,
contact Customer Support at 1-888-755-8529 or E-mail customersupport@skynet-tel.com.
By using SkyNET's VoIP broadband service option, you have no need for your old style conventional telephone service.
You make all of your calls, both local and long distance using your broadband connection.
You can still use your same telephone equipment by using our broadband conversion box or SkyBOX.
You just plug it into your broadband and your telephone and you are ready to make calls.
It's that easy. Your SkyBOX comes to you pre-programmed just for you by our VoIP technical team.
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What can I do on the SkyNET web
site?
As a SkyNET customer,
you have a member benefit that entitles you private login access to the customer
area of the SkyNET web site. Once there, you can review your personal account
information, make adjustments, change your calling plan, change your method of
payment, research and purchase additional SkyNET services & promotions, and
communicate directly with one of SkyNET's customer service representatives. This
exclusive web access allows you to conduct business with SkyNET 24/7/365.
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Why am I having trouble displaying web pages and/or accessing information properly?
If you are having trouble displaying SkyNET web pages or
accessing any information properly, we suggest you set your browser to "enable
cookies" and/or turn off or adjust any firewall or anti virus software. The
SkyNET web site uses "pop-up" windows in some of its feature rich pages
and your browser or other software settings may be interfering with the delivery of these
features. There are a number of movies that can be played or streamed from the
SkyNET site. Windows media player is required for these presentations.
FLASH is also used on much of the SkyNET web site.
SkyNET is very viewer friendly and respects your rights to privacy. Our site will not
collect any information from your computer that you do not offer or submit to
us. For more on SkyNET's privacy policies, please click
here.
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Is SkyNET just for calls
outside of my home state?
No. You can use the SkyNET service
for local calls. It is recommended if you are on the 1 cent plan that you save your minutes for long distance calling,
or any toll calls including international calls anywhere in the world. Your SkyNET calling plan will allow you
to make calls anywhere within the continental U.S. and over 35 selected international locations. Calls to
many international destinations are not part of our collection of over 35 countries that are included in the basic
SkyNET calling plans. Calls to these locations will be billed additionally at the rates detailed on the
International Rate page.
Please consult your plan details or call Customer Support
(1-888-755-8529) for assistance if you have additional questions.
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Can I use SkyNET on my
cell phone?
Yes, you can, even on
International calls. However, depending on your cell
phone's calling plan, you may be charged for air-time per call, and you may even have free long
distance already on that cell phone account. Check your cell phone calling plan
first. SkyNET makes it possible to make unlimited International calls from your cell phone to over
35 International destinations around the world.
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What is the SkyCARD?
The SkyCARD card is the SkyNET brand travel or calling card offered free to all SkyNET customers.
This card has your SkyNET "PIN" printed on it so be sure to keep it in a secure place.
This card is not required to make PIN calls, however the PIN number is needed to process your call when away from your primary or listed phone.
The SkyCARD is simply a convenient, easy to store place to keep a record of your PIN number.
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What is a PIN number and why do
I need one?
Your PIN number is a Personal Identification Number (P-I-N) that identifies your account and calling plan details to SkyNET's
computer system each time you make a call from a phone number that was not listed on your original SkyNET order form.
This allows you to take SkyNET with you while you are away from home, and if you are using SkyNET's "dial around" or toll-free
service, you can place calls from any telephone in the world that can connect with a U.S. toll-free number.
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Can I call all 36 locations with my SkyCARD or PIN Number?
Yes. You can call ANYWHERE in the world that a phone is connected, even outside the 36 locations included in our premiere calling plans.
Remember that calls made outside the plan locations will be charged at our international rates.
With your SkyCARD, you can connect to the world cost effectively with any phone anywhere you travel, all you need is a dial-tone and
toll-free access.
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When should I use my SkyCARD Travel Calling Card & PIN Number?
Your SkyCARD is your "ace-in-the hole" for using the SkyNET service.
Use your SkyCARD when it's not convenient to use your Adapter or SkyPHONE.
For instance, if you are traveling and the hotel you're staying in does not have Internet access.
Or, you are out of your cell phone coverage area, but you can make a call from a pay phone.
Use your SkyCARD and PIN number when you are at a friend's home and would like to make a long distance call,
but not have their phone charged for the call. Your SkyCARD travel calling card is a powerful communication tool that will work for you and save you money on
your calls away from home and the Internet. It will work from any public or private phone that has toll free access.
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When should I NOT use my SkyCARD Travel Calling
Card PIN Number?
Do not use the SkyCARD whenever you can access a broadband connection, whether that is through your Telephone
Adapter or your SkyPHONE.
If you have our Unlimited Plan, calls made through your adaptor or through your SkyPHONE are billed at your plan rate.
Whether you are using your phone adaptor from your home or from your hotel room on the road, your SkyNET calls are billed the same.
If you are calling areas within your calling plan, there will be no additional charges.
If you have access to a WiFi area, say a chain of well-known coffee shops, you can use your laptop, your
USB phone and your
SkyNET SkyPHONE to make calls, just as if you were at home with your Adapter.
Calls using the SkyCARD are billed at 2.9 cents per minute and .29 cents to connect.
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Why do I have to register my
phone number?
From your SkyNET registered phone line in your home or office, call 1-888-755-8529) and follow
the simple prompts. As soon as you make this call, you are free to access the SkyNET VoIP network for all of your
calling needs 24 hours a day! This process is another way of confirming that you are truly the one using the service.
This is just another security feature that is put in place to protect your privacy and to assure that you are
the one who selected the SkyNET service, and that you are in control of this registered phone number.
If you are making a PIN call, for example, away from home or office, then you would dial the
1-866-7-SkyNET or (1-866-775-9638) SkyCARD number. You will then be prompted for your PIN number.
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Will I get SkyNET prices and
services if I don't register my phone number?
No. You must make your first call to (or on) SkyNET from your registered phone number.
This is the number you used when you signed up for the SkyNET service. After that call has been completed and your number has
been recognized by the SkyNET computer, you will have full access right away. You can then make calls from any telephone in
the world that can access our U.S. toll-free number, but you will then have to enter your PIN number each time you make a call. SkyCARD or PIN calls have additional per minute charges.
By calling 1-877-3-SkyNET (877-375-9638) from your recognized phone number,
you will not then have to enter your PIN on each call made, and will get the lowest rates provided by your plan.
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Does my calling plan also include international calling?
Yes! SkyNET's calling plans include calls to over 35 major
international locations at no additional charge. Please consult our Products
page for the international locations available to you on your specific plan.
Please refer to SkyNET's International Rates web page for our great international rates
to destinations outside of the calling plans locations.
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Can I make International Calls outside of
the 36 International locations included in my SkyNET plan?
Yes you can call anywhere in the world with SkyNET. However, additional charges will be incurred when calling outside of the 36 plan
destinations. To assure customer security and to combat consumer fraud, SkyNET requires each new customer to personally call SkyNET
Customer Support toll free at 1-888-755-8529
to "unlock" these additional calling locations.
This process protects your account and allows SkyNET to offer the most
competitive VoIP services and features available.
Calls made to locations other than those listed in the calling plan descriptions will be charged at the designated rate for that
destination. These rates are posted on the
International Rates Page.
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If I transfer my phone number to SkyNET, how long will it take and how do I do it?
Transferring your phone number, or porting, generally takes 15-20 business days.
This time period is due to the time it takes for SkyNET to notify your local phone company of your desire to port your number,
for them to respond and then release your number.
During this time DO NOT cancel your present phone service.
We will advise you just before the transfer takes
place. After your number has been ported to SkyNET, if you wish to cancel your present phone service, please do so.
There are forms that will be forwarded to your phone company that verifies that you are the person who owns the phone number
to be transferred and that you wish to have it transferred. This form, known as a Porting Authorization must be signed by you,
sent to us and then we forward it to your phone provider.
To access and download this form, simply log in to the SkyNET Customer area and look under "Customer Downloads" then look for a link
to an Adobe Acrobat form that you can print out, and fax to us. Print this form out, fax it to us and we'll get the process moving
for you immediately.
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I wanted my phone number transferred from my old phone company to SkyNET
and it did not go through. Why would this happen and what can I do about it?
-- If your phone company has a freeze on your account.
This is usually due to service duration contracts you may have previously agreed to
but not yet completed.
-- If you have an outstanding unpaid balance with them.
-- Your number is part of a special package of services you have signed up for with them. DSL service is a good example of this. The DSL number service is usually tied into your phone service.
What ever the reason, if your phone number cannot be ported, SkyNET can get you a Virtual number. This will not be your present home number, but a new phone number.
In most cases your new number will even be in your same area code.
If you have an alarm system or a Digital Video Recorder such as a TiVo, these systems rely on your phone line for communication with their respective providers.
Therefore, your phone number associated with these services cannot be ported.
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How does SkyNET's 911 service work?
SkyNET offers a form of 911 that is similar to basic 911, but there are some minor differences.
If you are a SkyNET broadband phone service customer, you would have filled out a short form when you
signed up online which gave us your physical address. The information you entered regarding your address is very important.
SkyNET uses the address you provided during your signup to determine the emergency response center nearest you.
We then send your emergency call to a general number at that center. Please note, this center may not be manned at all hours.
When that center receives your call, the operator will not have your address and may not have your phone number on hand.
Therefore, you must provide the emergency response operator with that information in order to get help.
In the event SkyNET is unable to send your call to a live operator at your local emergency response center, SkyNET will
send your call to a national emergency calling center and a trained agent will get you help.
Remember that SkyNET's 911 service for broadband phone will not function in the event of a broadband outage or power outage.
If you are not a broadband SkyNET customer, you will still have the 911 service associated with your local phone service.
- Taking SkyNET's 911 with you. -
SkyNET uses the address information that you provided when you signed up to determine the nearest emergency response center to you.
When you move or travel with your phone adapter box you need to advise us of your new location. If you do not update the
information, and then need to dial 911 from your new location, the police, fire department, etc., will be routed to your old
address and not your new location. Wrongful deployment of emergency personnel could generate charges
and / or fines depending
on the local government agencies involved. To avoid these charges and / or fines, and more importantly be assured that you will
get the help you will need in an emergency, be sure your 911 information is kept up to date. To update your 911 information,
simply log into your SkyNET account and follow the instructions. You will receive an email confirming that your service has
been activated for 911 Dialing. Customers traveling outside of the U.S. will not be able to update 911 Dialing since the 911
response system is a domestic service.
Please note that it can take several hours before your new settings take effect. Any new number added to your account must
also have 911 information added.
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Why do I have to dial an access number to use the SkyNET service?
If you are a broadband customer you do
not. Access numbers or toll-free "dial around" numbers are only used by
customers who do not want to use the broadband calling option.
To make a
SkyNET VoIP call without broadband, you must first pre-dial our toll-free access
number. Those numbers are from home, (or your SkyNET billing telephone
number) 1-877-375-9638 and from any other telephone you would use the SkyCARD
number, 1-866-775-9638. Remember, when you use your SkyCARD you are also required
to use your PIN Number.
For your ease of use, we recommend adding our access
numbers to the speed dial function of your phones, or ordering one of our pre-programmed
dialers. Please consult your phone's Owners Manual for assistance with
programming your telephone.
SkyNET uses the latest VoIP technology to process your call. Unlike other
VoIP carriers, we do not require you to invest in a DSL or Broadband connection to
use our service. As a matter of fact, you do not even have to have a computer or
Internet access. Because of that, you can use our services almost
anywhere....not just at home. The use of the access number makes all of
this possible.
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General Inquiries: Broadband
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Does my computer have to be turned on for my broadband phone service to work?
No. Your Analog Telephone Adapter is utilizing your Internet connection to provision your call.
Just as long as you have a broadband Internet connection,
and electricity (and a valid and current SkyNET account), you can make calls. You may turn your
computer on and off as you wish.
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Where can I use my SkyNET broadband phone service, and can it travel with me?
Quite simply…just about anywhere! With the SkyNET Analog Telephone
Adapter, all you need is a broadband connection and a
telephone to plug into the Adapter.
You can even take the Adapter with you when you travel. Please note that if you live out-side of the
U.S. or if you take your
Adapter outside of the U.S. that a proper voltage converter will be needed.
With the SkyNET softphone, anywhere you can take your PC or laptop and can have access to a broadband
Internet connection,
you can make a SkyNET call. This means you can use it in WiFi enabled area, in a hotel with broadband
Internet…the
possibilities are endless!
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How can I use the SkyNET broadband service for multiple extensions in my home?
The simplest method of doing this is to use a multi-extension cordless phone setup. This would be a system that would have a
base unit and some additional handsets. This does not mean, however, that you can make simultaneous outbound calls on multiple extensions.
You can also add a multi-jack connector to the phone port on your Adapter. This will allow you to connect more than one phone
to the Adapter. However, only one phone at a time can make a call. Bear in mind, the number of people that can be on a phone call at the same time should not be over three. Since each additional
phone in use consumes available bandwidth, the quality of the call, after three, will decrease.
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Can I use my SkyNET Telephone Adapter overseas?
Although our service will work in other countries,
we advise you to check the local VoIP laws of the country that you are visiting. Some countries regulate the
use of VoIP. Quality of service can not be guaranteed due to the varying bandwidth quality of the non U.S. ISP provider. If you use our service outside of the U.S., you will have to accept a U.S. virtual telephone number.
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I have the SkyNET
broadband service. When should I use the SkyCARD Travel Calling Card?
The SkyNET SkyCard should be used when
you are away from your SkyNET Telephone Adapter and/or your SkyNET SkyPHONE.
Remember, the SkyNET Telephone Adapter and the SkyNET SkyPHONE are totally
portable and can be used from practically any broadband Internet connection. So,
if you're traveling, take it with you!
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Does the SkyNET broadband phone service work with satellite Internet, such as DirecWay©?
DirecWay© and other satellite
internet providers have two issues that, more than likely, would not make them a good choice for
broadband phone service.
First, is the amount of available upload bandwidth. This is the amount of data that their system will
allow to be sent out from the dish. The DirecWay© website indicates that this could be challenging to
maintain on a consistent basis. Even more critical is a condition referred to as Latency. A satellite
internet service must send a signal to a satellite and then back down again. This is a round trip of
over 45,000 miles. This would cause a delay on a phone call. DirecWay's web site states that situations
like real-time equity trading or real-time computer games should not use their service. The same would
be true of a VoIP calling service. For these reasons, SkyNET does not recommend satellite
Internet
broadband for our service.
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SkyNET Optional Products & Services
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How do I check my SkyNET Voice Mail?
If you have a voice mail, you will hear what sounds almost like a busy signal
when you pick up your phone. Simply, dial *98 and you will be asked to enter your password.
Then simply follow the prompts.
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How long will my
voice mail stay in my voice mail box?
SkyNET will retain your voice mails for a period of 30 days.
If you wish to retain your voice mail messages longer than this, you may e-mail your messages to yourself for longer storage.
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What is a Softphone or "SkyPHONE?"
A SkyPHONE is SkyNET's softphone solution. A Softphone is nothing more than a graphic Interface that,
once downloaded and installed on any Windows-based computer, will allow the user to call anywhere in the world from their computer
using their SkyNET service. Use your existing headset and microphone plugged into your computer, or purchase an optional
USB phone
from SkyNET.
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How do I install and use my SkyPHONE softphone?
Follow the link in your "Welcome to SkyNET" e-mail to download the software
for your SkyPHONE. SkyNET is using the X-Lite softphone from X-Ten.
You will need to input some data into the user interface once the softphone is installed, however, this should take less than
5 minutes to do.
Once configured, all you will need to place a softphone call is a valid SkyNET account, a SkyPHONE account, either a
headset/microphone combo or a USB phone (please check our website for our different models of these
USB phones.)
After you have plugged in your headset/microphone or USB phone and your softphone is properly configured, either dial
the phone number of the person you're trying to reach on your computer keypad, or on the
USB phone keypad and hit the
button that has a green phone on it. This is the "Send" button. When you are finished with your call, click on the button
that looks like a "phone on-hook".
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If I use my SkyPhone, are all my calls free?
All calls made from one SkyNET soft phone or "SkyPhone" to another "SkyPhone" are
completely free of charge. Calls made from your SkyPhone to any other phone will be charged and
governed by the SkyNET calling plan you selected.
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What is a USB phone?
A USB phone is a phone that plugs into a
USB port on your computer or a laptop.
You use a USB phone with your softphone to make VoIP phone calls in the same way you would use a traditional telephone.
You do not need a USB phone to use your SkyPhone, but a SkyPhone is required to make calls with a
USB phone.
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What is a Virtual Phone
Number?
A Virtual Phone Number is a number you choose (in the U.S., or many countries around the world)
that you can receive calls from. Depending on the SkyNET services you use, you can receive these calls on any phone or
computer you designate anywhere in the world. If you move around, they can be directed to follow you. If you select the
option to receive a Virtual Phone Number, you will be given a choice of numbers from a selection that will immediately
become active upon completion of your order.
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Will my Virtual number be in the phone book?
No. Virtual phone numbers are not presently posted in any U.S. phone directories.
When the publishers of the directories begin publishing virtual numbers, the numbers would then be printed in the directories.
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How does your auto-dialer work?
The auto-dialer is for our non-broadband access customers.
It is a nifty little device that will dial our dial-around toll free number for you when you make a long distance call.
Essentially, it is pre-programmed to dial our toll-free number when you dial 1, then, the area code and number
of the party you are trying to call. It will hold that number in memory while it dials our number. Once it
reaches our system, our system will make sure you are a SkyNET member and then it will pass the call through.
It's all quite seamless. The auto-dialer must be used from your home phone, or the phone that is assigned the
number you used when filling out your SkyNET order.
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Does my SkyNET Broadband phone service support
Conference Calling?
Yes, it does! Setting up a SkyNET Conference Call is simple. Please consult the
SkyNET Features page for instructions on how to setup a conference call.
Please note - You may make a Conference Call as long
as the called-to numbers are two different numbers. However, SkyNET has a limit
of 2 numbers that may be conferenced. In other words, your number and two
additional parties.
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Will I still have phone service if my Internet goes down?
Since your broadband phone service is utilizing your broadband
Internet connection to route your call,
if your Internet goes down, you will not have SkyNET broadband phone service. Should you need to make a call
during your Internet outage, you will need to either use your local phone service (you can still use your SkyNET
dial-around number 1-877-3-SkyNET to make a call from your home phone), or if you have turned off your local service
in favor of using SkyNET, please try a cell phone. As soon as your Internet is restored, reboot your broadband modem,
your router (if you have one) and your SkyNET Analog Telephone Adapter.
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Will I still have phone service if my electricity goes out?
Since your Analog Telephone
Adapter needs electricity to operate, you may lose service.
If your phone, adaptor box, router and modem are plugged into an Uninterruptible Power Supply (a battery back-up) you would have a few minutes of battery time to make a call.
Once your electricity is restored, you would be back in operation. We recommend that during a storm, you stay off the phone lines until the bad weather has passed.
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What do I do if my SkyNET service will not work after a power outage?
If power went out, you may have to reboot your router and SkyNET Phone Adapter.
Please follow these steps, in the following order:
1. Start by turning off every device on the network.
(Modem, Router, Phone Adapter, Computer, etc.)
2. Leave everything off for at least 30 seconds.
3. Turn on the power to the modem and only the modem.
Wait for 60 seconds before proceeding further.
What's happening is the modem is searching for its IP address.
4. Power on the devices directly connected to the modem.
(This would be the router and/or your SkyNET phone adapter).
Again, wait for at least 60 seconds before proceeding further.
You can now power up the other devices that may be connected to router, such as your PC. But, wait 60 seconds between each additional device. Check that you have Internet connectivity by browsing to web page on your PC.
You should now be able to place calls.
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What would cause me to experience dropped calls?
Two reasons would contribute to dropped calls:
- Latency
This is when it takes too long for your information
to be transmitted over your broadband Internet connection.
- Packet Loss
This is when information is lost during transmission.
Both of these issues can be caused by the following:
- Problems with your Internet Service Provider.
Contact their Customer Service center and ask if there are any network problems.
- Internet traffic that is above normal amounts.
- Higher than normal bandwidth usage.
The second two reasons may be caused by someone in your home downloading music or video from the
Internet or engaging in online gaming. Any of these use a large amount of bandwidth and would reduce the available amount of bandwidth available for your call.
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Why can I suddenly not receive inbound calls?
Your ability to receive inbound calls requires your Analog Phone Adapter's ability to register with the SkyNET server.
If the Phone Adapter is not registered, the SkyNET proxy server will be unable to route calls to the device.
If a call is unable to reach the phone adapter, SkyNET will route the call to your
voice mail.
Here are a few reasons why your phone adapter may not be able to register with the SkyNET proxies:
- Power outages
- Loss of your Internet connection
- Your router or firewall security options are blocking SkyNET traffic
Should these problems occur, verify first that you have an Internet connection.
Check your router/firewall security settings and reboot the Phone Adapter.
To reboot the phone adapter, unplug the power cord from the back of the device for 15 seconds,
and then plug it back in. This will start a new registration request. Please wait 5 minutes for the
adapter to finish booting up. Once it has finished booting up, you can make a call.
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I can't seem to make or receive calls. Why?
A loss of service could be related to a number of reasons;
-- Remember your SkyNET service is a prepaid, so if your credit card is no longer valid (you are over your credit limit,
the card has expired, etc.), our system will automatically suspend your account until you have contacted us to update
your account information.
Should your card fail charge for any reason, you will be notified by SkyNET via an e-mail. Should you not contact us within
10 days of the e-mail being sent to you, your account will be terminated and you may be charged a $19.99 activation fee to
re-activate your account.
-- If you do not have a working Internet connection. If you cannot access the Internet, you will not have our broadband phone
service. If your Internet connection is down, please contact your Internet
Service Provider.
-- If your power is out or has recently been out. Your Phone Adapter needs
electricity and an Internet connection to process your calls.
-- Make
sure your phone is plugged into your phone adaptor.
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I'm trying to configure my own SIP device. What's a MAC address?
On the bottom of the device you will find the MAC/WAN Address.
This address will be 12 characters in length, containing both letters and numbers.
Example: A MAC/WAN Address can look like this: 000AB3GEK456
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How do I locate my User Name,
Password, and PIN number?
Your user name is simply your area code plus your primary-listed phone number.
Your web password and PIN number were
E-mailed to you right after you requested service from SkyNET. If you have forgotten, or can no longer locate your
information, you may enter your E-mail address
HERE and
you will be sent a new welcome E-mail containing your SkyNET information. You may also contact SkyNET customer support at
1-888-755-8529
or 1-888-755-8529
or email
customersupport@skynet-tel.com.
Be sure to mention your
name and phone number in all correspondence with SkyNET.
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How do I check my SkyNET account? Can I see my call history?
You can monitor your SkyNET account by logging into
your Personal Account Manager or P.A.M.
Click here to log in to PAM.
Once logged in to your Personal Account Manager, you can do the following:
-- Check Call Detail Records (CDR's).
Check when you called, who you called and how long you talked.
-- Add new SkyNET services to your account.
Want to add a virtual number to your account, or add a softphone? Do it here.
-- Add new lines of service.
Do you have a new phone number you want to add to your account? Do it here.
-- You can also add a Personal 800 or Vanity 800 number.
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How do I change my calling plan?
You may either make the change from the customer only area of the
SkyNET web site after logging in, or contact SkyNET customer support at
customersupport@skynet-tel.com.
Remember, E-mail is the preferred format for any account changes. Putting requests in writing helps to
clarify and reduces "human error" to a minimum. When contacting customer support, remember you will always need to make
known your name and billing telephone number first thing.
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If I change my calling plan, when will it take affect?
If you change from the $4.99 plan to the Unlimited plan, your billing change takes place immediately
as does your calling plan.
Your billing date will now change to the date of your plan change.
For example, if your account was activated on January 1st, and you changed your plan on January 22nd, your new billing date for your
account will be approximately the 22nd of each month.
Should you change your plan from the Unlimited plan to the $4.99 plan, your billing change and your account change will
take place on your next billing date. For example, if your Unlimited account was activated on January 1st and you changed to
the $4.99 plan on January 15th, you will still enjoy Unlimited calling until approximately the 1st of February...at which time your
account will be billed as the $4.99 plan and all calls will now be 1 cent a minute plus 29 cents to connect as per the plan details.
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How may I pay for my SkyNET service?
SkyNET has a variety of payment options.
Please select your preference from one of the following:
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When I check my account, I see a listing for usage or additional charges. What are these?
These charges are for calls or services that are outside of SkyNET's calling plan parameters.
For example, if you placed calls to a location that is not one of the 36 countries covered in
the Unlimited Calling Plan, you would see an itemization for the calls placed.
Directory Assistance is also an additional charge that you would see if you used SkyNET Directory Assistance, or 411.
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Does SkyNET charge a cancellation fee?
SkyNET charges a $39.99 cancellation fee to each line that is cancelled within one
year of being
activated. However, anytime during your first year of service you decide that you would like to cancel your SkyNET service,
simply, return your phone device (dialer and / or adapter box) postage paid and in good working order and in its original packaging ,
and SkyNET will refund 100% of the cancellation fee.
To return your items to SkyNET, please call Customer Support at 1.866.575.9638. You will be issued a Return Merchandise
Authorization (RMA) number. Please be sure to include this RMA number on the address label of your returned item.
Packages that do not have an RMA listed will not be accepted by SkyNET and will be returned to sender.
If you cancel your service within 30 days of activation and return your Telephone adaptor, in it's original condition and original
packaging, to SkyNET within 14 days of your cancellation, SkyNET will waive the Cancellation Fee. If the returned items do not
arrive at SkyNET within the 14 days, the Cancellation fee will not be waived. Please note, any overages accumulated by you during
this time period, calls outside our Unlimited territories, 411 calls, etc., will be charged to your account.
You may cancel your SkyNET service in writing . To do so you must notify SkyNET via hard copy letter delivered via the
postal service or premium delivery service. You will then be issued an RMA number which must be attached to the shipment
of your returned devices; your shipment must be received by SkyNET within 14 days from SkyNET's receipt of your written
notice to cancel to avoid being charged the cancellation fee.
If you have been a SkyNET customer for a year or more, SkyNET will waive any and all cancellation fees and you may keep the
item(s) if you wish.
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How can I add other phone lines, products or features to my SkyNET account?
We've made it very easy for you to manage your SkyNET account.
Just log into your account at
www.skynet-tel.com.
Click on the "Customer Log In" link and pick the feature or product you want.
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Can I change from one calling
plan to another?
Yes, at any time.
If you change from the 1 cent Plan to the Unlimited Plan, your billing change will take effect immediately. Your new billing date will be the date your change was made. Additionally, you will be charged the monthly fee for the Unlimited Plan at the time you make the change.
If you change from the Unlimited Plan to the 1 cent plan, your billing date will change on the anniversary of your billing date, Essentially, you will still enjoy the benefits of the Unlimited plan calling until your next billing date, then your calls will be billed at 1 cent per minute with 29 cents to connect.
Broadband Unlimited account customers are given a free telephone adaptor box at sign up.
This is a benefit of the Broadband Unlimited plan and not offered with the 1 cent plan. Any Broadband Unlimited account that changes to the broadband 1 cent plan prior to their first year anniversary date will be charged for the telephone adaptor.
Accounts older than one year wishing to make this change will not be charged for the adaptor.
Toll-Free dial around accounts will not be assessed a charge for the adaptor since their service does not rely on broadband and thus, has no adaptor.
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