General

Q: What is THR!VE^®?
A: THR!VE^® is a registered trademark of PNG Telecommunications, Inc.

Q: What is the difference between THR!VE^® and PowerNet Global?
A: As many companies do, PNG Telecommunications does business under different names such as THR!VE and PowerNet Global. Our Digital Phone @ Home service is offered under the THR!VE company name, while other services, such as long distance, are offered under the PowerNet Global company name. We use these different brands to not only promote our services, but also to help distinguish between our traditional phone service products, and our VOIP (Voice Over Internet Protocol) products.

You can learn more at the PowerNet Global website: www.powernetglobal.com.

Residential: General

Q: What do I need to get Digital Phone service?
A: In order to get Digital Phone @ Home service, you need:

1. A broadband internet connection
2. A THR!VE^® Phone Adapter (which we will send you)
3. A touchtone phone

Q: How does Digital Phone service work?
A: It works just like regular phone service, except it uses the internet to connect your calls instead of physical phone lines.

Q: What is a phone adapter?
A: It is a small piece of equipment which allows you to plug your phone into the internet.

Q: Will my Digital Phone @ Home service work through existing phone jacks?
A: No. Since Digital Phone service uses the internet to complete calls, you don’t need to use the existing phone lines. Instead, you can just plug your phone directly into the Phone Adapter.

Q: How long will it take to transfer my phone number?
A: Some transfers can be as quick as a few days, while others can take up to 4 business days. We will do our best to transfer your number as quickly as possible. We will send out your Phone Adapter before the transfer is complete, so it’s possible that you make outgoing calls while your incoming calls are still ringing to your old service.

You will be able to make outgoing calls on your Digital Phone service right away, you will know when the transfer is complete because your incoming calls will begin ringing to your new Digital Phone @ Home service.

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Q: Is Digital Phone @ Home difficult to install?
A: No, it’s very easy! Simply follow the instructions which we included with your Phone Adapter.

Q: What do I do if I need help with installing my Digital Phone @ Home?
A: You can call us at 1-866-200-1900 and we will walk you through the installation.

Q: Can I keep my existing number?
A: Yes, you can. We may need a copy of your current phone bill to help with the transfer.

You can also call us at 1-866-200-1900 to check on the status of your phone number transfer.

Q: Should I call my current local phone company to cancel my service?
A: No, do not call them right away. If you cancel your old service too soon you could be without any phone service, and you could lose your phone number. You should wait until you can both make outgoing calls and receive incoming calls on your Digital Phone @ Home service to cancel your old service.

Q: Can I use my current telephone with Digital Phone @ Home?
A: You can use any touchtone phone with Digital Phone @ Home.

Q: What should I do if I move?
A: It is important to keep your address information updated with THR!VE^® because we rely on that information to decide where to send your emergency calls. If we have the wrong address on file we could send an emergency call to the wrong response center, which could delay someone responding to you.

If you move, call us right away at 1-866-200-1900 to update your address. It's important to us that you are safe if an emergency should happen.

Residential: Features

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Q: What is my Call Services PIN?
A: When you are configuring features using your telephone, some features will require you to enter a PIN before making the changes you are requesting. We set your PIN to the last 4 digits of your phone number, but you should change it when you start using your service to ensure your privacy.

You can change your PIN at any time by dialing *319 from your telephone, or by going online to your Customer Portal at www.thriveonit.com.

Residential: Billing

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Q: How will I receive my bill?
A: You can view and pay your bill at any time by going online to your Customer Portal at www.thriveonit.com. It's free and very convenient. We will also send you an email from DoNotReply@pngcom.com each time a new bill is available. To ensure that these emails don’t go to your spam folder, add this address to your address book.

You can also request to receive a paper bill in addition to your eBill when you sign up for service.

Q: What is the Compliance Cost Recovery Fee?
A: The Compliance Cost Recovery Fee is a $1.99 monthly fee in addition to your Digital Phone package charge. It is designed to help us recover costs associated with complying with certain federal and state regulations. The Compliance Cost Recovery Fee is subject to change and is not a government mandated tax or surcharge.

Q: Which international countries are included in the Digital Phone @ Home Unlimited Plus plan?
A: A list of the included countries is on the Customer Portal at www.thriveonit.com. You can also call us at 1-866-200-1900 to find out if the country you call is included in the list. Because International calling is ever changing, the list is subject to change without notice. Please check the website or call us to confirm.

Q: Does the unlimited international calling in the Digital Phone @ Home Unlimited Plus plan include calling to international mobile phones or international "special" numbers?
A: Probably not. Some international mobile or international special numbers in some countries may be included. Check the list of included destinations before making any calls.

We still offer great rates to countries that aren't included in the unlimited package! Please call us at 1-866-200-1900 to find out the international rates for countries not included in the plan.

Q: Why is my first bill more than I expected?
A: Just like other phone companies, we bill you in advance for the phone service. Your first bill will include a partial month's charge from the date of activation through the end of the billing cycle, and the next full month in advance. If you were to cancel for any reason, we will refund any payments for service after the cancellation date.

We also charge a $29.95 Activation fee on your first bill. It allows you to avoid signing a contract, which other Digital Phone providers require.

Q: How can I access my account information?
A: You can access all of your account information, which includes your personal profile, call records, invoices, or payment applications on our online portal at www.thriveonit.com.

Q: What payment methods can I use when paying on my account?
A: THR!VE accepts Visa, MasterCard, Discover, or electronic checks. This can all be accessed on the online portal at www.thriveonit.com.

Q: Can I change my password online?
A: Yes, you can change your password online. THR!VE requires your password to be a secure password, which is any combination of upper and lower case letters with numbers.

Q: How can I access my online billing statements?
A: You can find your online billing statements at www.thriveonit.com.

Residential: Service

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Q: Can I use Digital Phone @ Home service with my home alarm system?
A: We don't recommend it. Digital Phone service will not work if your internet is not working or if your electrical power is out. If you were to have a break-in during an internet or power outage, your alarm system would not be able to alert your alarm company. It's best to keep your alarm system on a regular telephone line, or you can contact your alarm company about possible cellular options.

Q: My phone isn’t working. What should I do?
A: Follow these steps:

1. Check your electrical power. If your power is out, then your Digital Phone service will not work.
2. Check your internet service. If you can’t get online on your computer, then your internet service is probably down. Your Digital Phone service will not work if your internet service is down.
3. Check your Phone Adapter. Make sure that the Power light is on. If all three of the above checks turn out OK, then call our Trouble Reporting line at 1-866-200-3600 and we will help you to get your service back up and running as quickly as possible.

Q: Will my Digital Phone @ Home service work for emergency calls?
A: Yes, your Digital Phone @ Home service will work for emergency calls. Digital Phone @ Home uses Enhanced 911 service (or E-911) which not only sends your call to an emergency response center, but also sends your telephone number and address so that the emergency personnel will know where and how to reach you. As with any Digital Phone service, you will not be able to make any calls, including 911 calls, if you have a power outage and/or a broadband outage. Also, to ensure that your 911 calls are routed to the correct response center, your service address (the location where you’re using the digital phone) must be accurate and up to date at all times. If you move, call us right away at 1-866-200-1900 to update your address. It’s important to us that you are safe if an emergency should happen.

Business: General

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Q: How does VoIP work?
A: By using your high speed broadband connection, voice signals are carried over an IP Network so you can make and receive calls. This also gives you the ability to add additional lines, save money, and still have the same voice quality as your Plain Old Telephone Service (POTS).

Q: Can I use my old phones?
A: You can use any regular touchtone phone but depending on your needs, it may be beneficial for you to purchase a special IP phone, which we can provide. Please contact a THR!VE Customer Care Representative at 866-200-4900 to be put in touch with a THR!VE Sales Representative in your area.

Q: Can I keep my phone number when I sign with THR!VE^®?
A: Yes, you will be able to keep your same number. You will submit your Letter of Authorization, LOA, to THR!VE in order for us to port your number. (Please contact a THR!VE Customer Care Representative at 1-866-200-4900 to obtain this form.)

Please Note: The name and address on the Letter of Authorization MUST match the name and address on your current phone bill. If it does not match, your port request may be rejected for Name and/or Address Mismatch.

Q: How long does it take to port my phone number to THR!VE?
A: Your geographic location determines how long it takes to port your phone number, though the average amount of time is between 3-10 days.

Q: How do I transfer my phone number?
A: You will complete a Letter of Authorization (LOA), which verifies that you are the "owner" of the number that you are currently wanting to port. (Please contact a THR!VE Customer Care Representative at 866-200-4900 to obtain this form.) By completing the LOA, THR!VE has permission to port your number to THR!VE's VoIP services. You will also need to submit a copy of your current phone bill for the transfer process.

Please Note: The name and address on the Letter of Authorization MUST match the name and address on your current phone bill. If it does not match, your port request may be rejected for Name and/or Address Mismatch.

Q: Once my number ports from my current carrier, do I need to call them to cancel my phone service with them?
A: Once THR!VE has successfully ported your number, your current carrier should disconnect your service the day of the port or the following day. However, we encourage you to call your provider to make sure they have disconnected the service once your number has ported.

Q: Will I be notified if my port request has been denied?
A: Yes, you will be contacted if your port request has been denied, as well as the reason for the denial.

Q: Is it possible to cancel my request to port my number over to THR!VE?
A: Yes, you can cancel your request, however, you will need to contact THR!VE as soon as possible.

Q: Will THR!VE assign a temporary number until my number ports over?
A: THR!VE will not be able to assign a temporary number so we advise that you keep your current service active with your current provider until your number ports over to THR!VE.

Q: Will my name and number still be listed in the phonebook?
A: We will make every attempt to keep your listing as is. However, some areas may inhibit us from retaining your current listing. Depending on the geographic location, customers who choose to have a new number assigned by THR!VE may or may not be listed or published. Please contact a THR!VE Customer Care Representative at 866-200-4900 if you have questions about your area's policies.

Q: Can I add phone lines to my account? (previously Can I add additional lines?)
A: Yes, you can add phone lines to your THR!VE account. In order to do so after your account has been established, please contact a THR!VE Customer Care Representative at 1-866-200-4900.

Q: If I currently have a toll-free number, can I port it to THR!VE?
A: Yes, you can port one or all of your toll-free numbers to THR!VE. Your toll-free number will include all minutes from the continental U.S. and Canada. To request that your toll-free number be ported over to THR!VE, please contact a THR!VE Customer Care Representative at 1-866-200-4900.

Q: I don't have a toll-free number but I would like to have one.
A: You can request a new toll-free number from THR!VE. Your toll-free number will include all minutes from the continental U.S. and Canada. To request a new toll-free number from THR!VE, please contact a THR!VE Customer Care Representative at 1-866-200-4900.

Q: Will I be able to use my computer and be on the phone at the same time?
A: Yes, you will be connected to the internet 24/7 and able to use the phone at the same time. For business customers, we recommend one of our high-quality data connections. For more information on data services available in your area, please contact a THR!VE Customer Care Representative at 1-866-200-4900 to be put in touch with a THR!VE Sales Representative in your area.

Q: What happens if I turn my computer off?
A: You will not lose your phone service if you turn off your computer. However, your THR!VE adapter does need to be plugged in to be able to place a call.

Q: What happens to my THR!VE phone service if there is a power outage?
A: During an electrical power outage or a broadband power outage, all phone service, including 911 dialing, will not complete. However, during an electrical power outage, you can continue to keep active service by using an Uninterruptible Power Supply (UPS). This will provide power to your ATA, cable/DSL modem (broadband connection), and your phone. A UPS can be purchased by contacting your THR!VE Customer Care Representative at 1-866-200-4900 or at your local electronics retail supplier. During a broadband power outage, you will need to contact your current broadband supplier (if not currently supplied by THR!VE) for updates on the estimated time of power restoration.

Q: Once I order my service with THR!VE, when will I receive the equipment needed for my phone service?
A: In many locations, a service technician will be performing your installation and will bring the equipment with them. If equipment needs to be shipped, an Account Manager will schedule that shipment accordingly, based upon the scheduled install date. An Account Manager will be in contact throughout the processing of your order.

Q: Do I need to set up my 911 information?
A: No, you will not need to set up your 911 information. Currently, all THR!VE customers will be entered into the 911 database by THR!VE. In the future, THR!VE will allow customers to update their 911 information on their own. Please be advised that if you move, you will need to notify us of your move date so we can update your 911 information at the appropriate time of your move. You can contact your THR!VE Customer Care Representative at 1-866-200-4900 and we can update your records. Also, be advised that if you take your THR!VE phone adapter to another location, that location will not be in the 911 database.

Q: Can I be contacted if there is a state of emergency?
A: You may want to contact your local city to be added to the emergency number contact list (if available). If there is a state of emergency in your city, the city should contact all numbers on the contact list.

Business: Billing

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Q: What does Phone Number Porting – One Time Charge mean?
A: THR!VE charges a one time fee of $19.95 to port your number over. This is a recovery fee for the losing carrier.

Q: Is there a fee to change my Directory Listing?
A: THR!VE charges a one time fee of $22.00 to make changes to your current directory listing. This fee includes Outbound Caller ID, List/Publish, List/No Publish, No List/No Publish, or to change your phone number.

Q: Does THR!VE have termination fees?
A: Depending on the plan that you subscribed to, you are only obligated to fulfill that contract term. Should you decide to terminate services with THR!VE, you will be required to provide 30 days written notice of termination. This includes terms of 1 year or No Contract terms.

Q: How can I access my account information?
A: You can access all of your account information, which includes your personal profile, call records, invoices, or payment applications on our online portal at www.thriveonit.com.

Q: What payment methods can I use when paying on my account?
A: THR!VE accepts Visa, MasterCard, Discover, or electronic checks. This can all be accessed on the online portal at www.thriveonit.com.

Q: Can I change my password online?
A: Yes, you can change your password online. THR!VE requires your password to be a secure password, which is any combination of upper and lower case letters with numbers.

Q: How can I access my online billing statements?
A: You can find your online billing statements at www.thriveonit.com.

Business: Service

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Q: What type of bandwidth should I have?
A: For business customers, the recommended bandwidth is 5MB x 768KB. This will help support your internet connection as well as voice usage at the same time.

Q: What is an ATA (Analog Telephone Adapter)?
A: An ATA is a small piece of equipment that allows you to plug your phone into the Internet. The ATA is provided to you by THR!VE so that you are ensured a compatible device to use with our service.

Q: What if I already have a broadband connection through someone else? Can I still sign up with THR!VE?
A: You can Bring Your Own Broadband when you sign up for THR!VE's voice services. However, if you choose THR!VE to provide your broadband, it may result in significant savings for you.

Q: How compatible is an alarm system with VoIP?
A: We recommend that you keep an additional, basic phone line dedicated solely to your alarm system. However, you can contact your current alarm company to see if they are compatible with VoIP services.