Technical Support

• Dial 611 from your SpacePhone connected phone


• Dial Toll-Free 1-800-455-4185


• Dial from anywhere in the world 1-614-219-5366

Call 052-579-0958

Email spacephone@milsresearch.com

Email us at spacephone@milsresearch.com

Call us at 1-877-223-2290

FAQs - Frequently Asked Questions

1. Do I need a computer, or does my computer have to be turned on to use my SpacePhone Servce?
   No - only your connection to the Internet has to be on (for example, your cable or DSL modem).
   
   
2. What kind of phone can I use - can I use a cordless phone?
   You can use any phone you desire - any phone that works on the regular telephone network will work with SpacePhone, including your favorite cordless phone.
   
   
3. Can I have extra phone numbers?
   Yes - you can have as many virtual phone numbers as you wish, from both the US and around the world. All of these numbers will ring to your SpacePhone line. Now, friends and family from around the world can call you by making a local call.

Getting Started

Getting started with SpacePhone is easy.
Just follow these simple steps to sign up:

1. Choose a calling plan that fits your needs.
2. Request an InnoMedia MTA 3328-2 telephone adapter when you sign up online.
3. When you receive your adapter, connect it to your router and broadband connection. Plug in your phone and start using SpacePhone.

• A SpacePhone account
• A broadband Internet connection (such as DSL, cable, T1, LAN, or WAN)
  Note: Most broadband service providers use dynamic IP addressing, but if you have a static IP address, you will need to know your IP address, netmask, and gateway address. Your service provider can give you this information.
• InnoMedia MTA 3328-2 telephone adapter (provided by us when you sign up online)
• A router (optional)
• A telephone
• A PC with Microsoft Internet Explorer web browser version 5.0 or higher (used for account management only; not used for calling)

Choosing a Phone Number
With SpacePhone, you can choose a phone number that meets your needs.

How the Service Works
SpacePhone is a phone service that is an alternative to your traditional phone company. It allows you to use your telephone and broadband Internet connection to make and receive calls. Since calls route through the Internet, the costs are less and the rates are lower.
To learn more about SpacePhone, read our Overview.

Calling

Traveling With SpacePhone

Your SpacePhone service can travel with you. When someone calls your SpacePhone phone number, your phone rings wherever you have your telephone and adapter plugged into a broadband Internet connection -- whether you are at home or traveling somewhere else in the world. The person calling you will have exactly the same experience and they will be priced exactly the same by their phone company regardless of where you have your SpacePhone service connected.

Retrieving Voicemail while Traveling

You can retrieve your voicemail while away from your phone or computer by calling one of the following numbers and following the prompts.

California	Los Angeles	213-333-3535
California	San Diego	619-819-2828
Florida	Miami	786-866-6464
Florida	Orlando	407-209-3131
Illinois	Chicago	312-924-0900
New Jersey	Jersey City	201-716-2121
New Jersey	Newark	973-854-2828
New York	New York	646-432-4444
Pennsylvania	Philadelphia	215-825-7575
Pennsylvania	Pittsburgh	412-894-8080

What You Need to Make Calls With Space Phone?

• A SpacePhone account
• A broadband Internet connection (such as DSL, cable, T1, LAN, or WAN)
  Note: Most broadband service providers use dynamic IP addressing, but if you have a static IP address, you will need to know your IP address, netmask, and gateway address. Your service provider can give you this information.
• InnoMedia MTA 3328-2 telephone adapter (provided by us when you sign up online)
• A router (optional)
• A telephone (Yes, you can use a cordless phone)

Using Service Feature Codes

Service Feature Codes are a series of numbers that you press on your telephone keypad to either use or manage a SpacePhone feature. You can view all of the features and download a complete list of service feature codes. Your monthly calling plan includes great features such as VoiceMail Plus, Call Waiting, Caller ID, Call Forwarding, and more -- all at no extra charge.

Example of using a service feature code to use a feature

You can use the Call Return feature to call the number of your last incoming call automatically, without having to dial the number manually. The service feature code for this feature is *69. So you would dial *69 (after hearing a dial tone) and the phone number of the last incoming caller would be automatically dialed.

Example of using a service feature code to manage a feature

To enable an account balance announcement before all of your calls, simply wait for the dial tone, dial *02, and hang up. To turn off the account balance announcement before all of your calls, simply wait for the dial tone, dial *03, and hang up.

Online Feature Management

You have full control over your feature management at any time through our online account center. From this easy-to-use online interface, you can manage settings for your Caller ID, Call Forwarding, VoiceMail, review your Call History and more.

911 Service

SpacePhone does not provide 911 service at this time.

411 Service

SpacePhone does not provide 411 information services at this time.

Billing / Shipping

Monthly Calling Plans

Monthly calling plans allow you to use an unlimited amount of minutes and calls outside of your in-plan destinations will be deducted from your Reserve Funds. SpacePhone is a prepaid service. Your billing history is available online 24/7. Each month, your credit card will be charged the price of your plan.

Toll-Free Phone Numbers

You can have a U.S. toll-free number with your SpacePhone service with any plan. There is no additional fee for this service and there are no minimums and no monthly fees. You pay only for the time you use. If it is not used, there will be no charges for that month.
Rates are very competitive. State-to-State rates are 3.9¢ per minute.
Toll-free service is billed at the end of each billing period to your credit card for any usage by a separate provider.

Hardware Requirements

SpacePhone requires the use of the InnoMedia MTA 3328 telephone adapter, which is requested during the sign-up process. SpacePhone will ship the telephone adapter to most destinations worldwide and you will see a separate charge on your credit card for the shipping charges.

Credit Card Charges

When you purchase SpacePhone service, two charges will appear on your credit card. The first charge will be for your calling plan and activation fee and will occur when you complete the online ordering process. The second charge will be for the telephone adapter shipping and handling, and sales tax (if appropriate - New York only).
If you have a monthly calling plan, keep in mind that your credit card will be automatically charged with the price of your plan on the first day of every monthly cycle. ALL CHARGES WILL APPEAR AS MSM NETPHONE, INC.
Your actual billing cycle will not start until after you have completed your first call.

Shipping Charges & Delivery Times

Shipment to U.S., Canada, and Puerto Rico:
Orders within the contiguous United States are shipped via Ground delivery service and normally arrive within 3-5 business days. Orders to Hawaii, Alaska, and Puerto Rico are shipped via 2-Day delivery service. Your billing cycle will not start until you have completed your first call. The total charge on your credit card will be the shipping and handling ($9.90 in the continental US, $24.50 for Hawaii, Alaska, Canada, and Puerto Rico, and $39.90 to Israel) + sales tax if shipped to New York.

Shipment to other locations:
Orders to other locations are shipped through United States Express Mail or other expedited means. Orders usually arrive within 7-10 business days or sooner from the date of shipment. However, product may be delayed due to International Customs procedures. Any additional charges related to Customs procedures, such as regional duty taxes, are the responsibility of the customer. Your billing cycle will not start until you have completed your first call. The total charge on your credit card from our fulfillment partner, MSM Netphone, will be for the shipping and handling. Shipping to Israel is usually $39.90.

Rollover Minutes
The SpacePhone monthly minute plans (300 and 500) do not include any rollover minutes. Any unused minutes at the end of a monthly cycle cannot be used for the next month.

Changing Calling Plans
If your calling needs have changed, you can choose a new calling plan without any additional fee. Your new plan will take effect immediately. You can change your plan by contacting customer support.

Monthly Billing Cycle Details
With SpacePhone you purchase a monthly calling plan. Your credit card will be charged automatically with the price of the plan upon the start of each monthly cycle. Your first billing cycle will not begin until you have made or received your first SpacePhone call.

Expiration Policy
Your Reserve Fund will never expire as long as you make at least one paid call every 120 days. For example, if you make a paid call on January 1, your funds will not expire as long as you make at least one paid call before May 1. If you do not make a paid call in that 120-day period, any remaining funds in your account will expire.

Updating Billing Information
If your credit card is about to expire or you would like to add funds to your SpacePhone account or change your credit card, please contact customer support.

Pricing of Braodfone Features
A monthly calling plan includes great features such as VoiceMail Plus, Call Waiting, Caller ID, Call Forwarding, and more -- all at no extra charge. See our Features section for more information.

Cancellation Policy
You can cancel your monthly plan at any time with no deactivation fee. Please contact sales at 1-877-223-2290 if you would like to cancel your plan -- your current cycle at the time of the call will be your last cycle. Please call at least 5 days before the end of a billing cycle to allow proper time for cancellation.
If we provided your InnoMedia MTA 3328 telephone adapter free of charge, you must return this adapter to us within 15 days of cancellation or you will be charged for the adapter ($99).
Please note that 30 days after your account is cancelled, your phone number may be reassigned to another customer.

Installation / Troubleshooting

For complete installation instructions consult your installation guide, You will be up and running -- and making calls -- in a few minutes.

IMPORTANT: After you set up the InnoMedia MTA 3328-2, you will not hear a dial tone for about one minute. The setup is complete when the “Run” LED is a steady green. You are now ready to make phone calls!

• No Dial Tone? Use This Troubleshooting Checklist
• Function of each LED Display on the InnoMedia MTA 3328-2
• Finding the IP Address Used By Your SpacePhone Service

No Dial Tone? Use This Troubleshooting Checklist

After you set up the InnoMedia MTA 3328-2, you will not hear a dial tone for about one minute. The setup is complete when the “Run” LED is a steady green. You are now ready to make phone calls!

Do you hear a dial tone now? If not, try this…

Check that you have your device connected properly.

Do you hear a dial tone now? If not, try this…

Reboot by unplugging the power supply from the InnoMedia MTA 3328-2 and then plugging it in again after waiting two minutes.

Do you hear a dial tone now? If not, try this…

Check the InnoMedia’s Internet connection to make sure that the device was able to obtain an IP address (pick up the telephone handset and dial ***1), and check that your broadband connection is functioning properly. If you hear “0.0.0.0” announced as the IP address, the InnoMedia adapter did not get an IP address. If you have a computer connected to your router and the computer also does not have an Internet connection, it is possible that your router is not functioning properly. Please contact the support department of the manufacturer of your router. If you do receive an Internet connection from your computer or if you do not have a computer to connect to your router then contact SpacePhone's customer support.

LED Display on the InnoMedia MTA 3328-2

On the top of the InnoMedia adapter, there are seven (7) light-emitting diode (LED) lights that indicate the status of the device, your network, and your calls.

The following table describes each LED and what the different behaviors (blinking, steady light, off, etc.) mean:

Finding the IP Address Used By Your Space Phone Service

To find the IP address currently used by your SpacePhone service, simply dial ***1.

Glossary

Broadband

An Internet connection that is “always on” like a cable Internet service, DSL, LAN, etc. If you need to “dial up” to receive an Internet connection, then you do not have broadband.

Dial Plan

A dial plan allows you to place local and international calls using the dialing conventions with which you are familiar. Your dial plan was set when your account was created. All you need to do is dial as you normally would.

Firmware

Software that is embedded in a hardware device that allows reading and executing the software, but does not allow modification (e.g., writing or deleting data by the user).

InnoMedia MTA 3328-2

The telephone adapter that is used with the SpacePhone service to make calls.

LAN (Local Area Network)

A local computer network for communication between computers; especially a network connecting computers and other electronic office equipment to create a communication system between offices.

Minute Plan

A SpacePhone pricing plan that provides you with a certain number of monthly minutes. Our Basic 300 and Basic 500 minute plans.

Unlimited Plan

A SpacePhone pricing plan that provides you with unlimited calls to all destinations in your calling plan.

Reserve Funds

Prepaid funds (deposit) that are used whenever you make calls that are not in your monthly calling plan fee. For example, you will need Reserve Funds if you would like to call locations outside of your plan (for example Japan). You will also need reserve funds if you have a minute plan (300 or 500) and you have used up all of your monthly minutes and wish to make more calls that month.

Router

A device that determines the next network point to which a data packet should be forwarded toward its destination. A router is optional for the SpacePhone service.

Service Codes (also called Feature Service Codes)

A series of numbers that you press on your telephone keypad to either use a SpacePhone feature or to manage a SpacePhone feature.

Service Language

The language of the prompts that you hear on your phone while using the SpacePhone service.

Telephone Adapter

A device that allows you to make calls directly through the SpacePhone network without using a traditional phone service and without using a PC.

VoIP

The abbreviation for Voice over Internet Protocol, which enables the transmission of phone calls over data networks.

WAN (Wide Area Network)

A computer network that spans a wider area than does a LAN (local area network).