Frequently Asked Questions

How does VoIP work?
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).

Can I use my old phones?
You can either use a regular touch tone phone or you can purchase a special IP phone, depending on your needs.

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Porting and Related Questions

Can I keep my phone number when I sign with THR!VE™?
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 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.

How long does it take to port my phone number to THR!VE?
It takes approximately 5-20 business days to port your phone number to THR!VE, depending on your geographical location.

How do I transfer my phone number?
You will complete an LOA, Letter of Authorization, which verifies that you are the "owner" of the number that you are currently wanting to port. 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.

Once my number ports from my current carrier, do I need to call them to cancel my phone service with them?
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.

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

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

Will THR!VE assign a temporary number until my number ports over?
No, THR!VE will not be able to assign a temporary number. We advise that you keep your current service active with your current provider until your number ports over to THR!VE.

Will my name and number still be listed in the phonebook?
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.

Can I add additional lines?
Yes, you can add additional lines to your THR!VE account. To add additional lines after your account has been established, please contact a THR!VE Customer Care Representative at THR!VE’s Toll Free number, 866-200-4900.

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Toll Free Numbers

If I currently have a toll free number, can I port it to Thr!ve?
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 THR!VE’s Toll Free number, 866-200-4900.

I don’t have a toll free number but I would like to have one.
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 THR!VE’s Toll Free number, 866-200-4900.

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General Information

When do I dial 1 and/or the area code?
Dialing Instructions
If you are dialing a number within the same area code, you will use 7 digit dialing. For example, if you are calling from 513-555-0000 and you want to call 513-555-1111, you will dial 555-1111. If you are calling to a number outside of your area code, you will use 1 + 10 digit dialing. For example, if you are calling from 513-555-0000 and you want to call 976-555-1111, you will dial 1+976+555+1111.

Can I make Long Distance calls from my THR!VE service?
Yes, there is no difference in calling long distance like you have with your previous carrier. Your long distance calls are included in your service plan, which includes the 48 contiguous states and Canada. For international calls, please refer to the THR!VE website for pricing.

Am I only able to call other Thr!ve subscribers or those who use some sort of broadband for their phone service?
No, you can call anyone you need to, regardless of the type of phone service they have.

Will I be able to use my computer and be on the phone at the same time?
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 a Business Class of Service, which includes 5Mbps download and 768 Kbps upload.

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

What happens to my THR!VE phone service if there is a power outage?
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. 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 THR!VE’s Toll Free number, 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. Once I order my service with THR!VE, when will I receive the equipment needed for my phone service?
THR!VE ships all packages with DHL. In some locations, an installation technician will be able to deliver the equipment at the time of install. Depending on the chosen shipping method and location, your equipment should arrive within 5-7 business days from the date of your order.

How do I cancel my account?
If you would like to cancel your account, please contact a THR!VE Customer Care Representative.

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911 Service & Emergency Services

Do I need to set up my 911 information?
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 offer the convenience for customers to be able 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. Also, be advised that if you take your THR!VE phone adapter to another location, that location will not be in the 911 database.

Can I be contacted if there is a state of emergency ?
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. Back to Top

Billing

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

What does it cost to change my phone number?
THR!VE charges a one time fee of $22.00 to change your phone number.

Is there a fee to change my Directory Listing?
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.

Does THR!VE have termination fees?
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.
See the THR!VE Terms & Conditions

Invoicing/Payments
How can I access my account information?
You can access all of your account information, which includes your personal profile, call records, invoices, or payment applications on our online portal at http://thrive.pngcom.com.

What payment methods can I use when paying on my account?
THR!VE accepts Visa, MasterCard, Discover, or electronic checks. This can all be accessed on the online portal at http://thrive.pngcom.com. THR!VE’s website is a secure site.

THR!VE’s Online Interface
Can I change my password online?
Yes, you can change your password online. THR!VE requires your password to be a secure password. An example of a secure password is any combination of upper and lower case letters with numbers.

How can I access my online billing statements?
You can find your online billing statements at http://thrive.pngcom.com.

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Technical Information

Support/Requirements
What type of bandwidth should I have?
For business customers, the recommended bandwidth is 5MEG x 768k. This will help support your internet connection as well as voice usage at the same time.

What type of connection is needed to use THR!VE voice service?
You will need a broadband connection, such as Cable or DSL, to use the THR!VE voice service. You may also need an ATA (Analog Telephone Adapter), which converts your voice into small data packets that are sent through your high speed connection. This can be purchased when ordering your voice service with THR!VE.

What if I already have a broadband connection through someone else? Can I still sign up with THR!VE?
You can Bring Your Own Broadband when you sign up for THR!VE’s voice services. However, THR!VE is a package, which will include broadband, and will result in savings for you.

What do I need to order to install THR!VE voice service?
Depending on what you currently have, an Analog Telephone Adapter and a Broadband connection are the two pieces of equipment to connect you to your new THR!VE voice services.

How compatible is an alarm system with VoIP?
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.

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