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FAQs: Frequently Asked Questions
Includes questions about Avia Monthly Calling Plans.
You can easily change your account by contacting us at support@aviaphone.com. Make sure that you provide account verification along with the plans that you would like to select and our staff will make the change. Your plan will take effect in the next billing cycle. A customer support representative may call regarding your request for further account verification.
Includes questions about customers’ monthly billing, invoices, taxes, refund and any other fee related to the Avia Phone service.
Yes, all Avia Phone to Avia Phone calls are absolutely free.
Yes, all incoming calls are free with Avia Phone.
You may cancel your Avia Phone account at any time. Simply contact us at billing@aviaphone.com and provide us with a cancellation notice. (Account verification/customer information will be required) or call us at 1-866-743-9120.
Activation Charge is non-refundable.
No, the customer will not be given a refund of the account balance on cancellation.
No, Avia Phone does not charge a fee as long as the Avia Phone adapter is received within 30 days after cancellation.
Yes, all applicable taxes are included in the paid amount.
There is no such limit for the maximum call duration.
Fax Lines are available for an additional $4.95 a month.
Yes. If your account has been suspended due to any reason, there will be a reactivation fee.
Avia Phone Company is quite confident that every customer will be 100% satisfied and, if not, they can receive a full refund within the first 30 days. All usage will be deducted from the refund.
Right here at www.aviaphone.com. Simply login at any time using your username and password and gain access to all of your account information.
Includes questions about calling features offered with Avia Phone service.
Yes, Avia Phone supports 3-way voice mail in a number of ways: over the phone, via E-mail, or through your account login at www.aviaphone.com.
Yes, the Avia Phone adapter provides the facility for two separate lines to which you can then add as many additional numbers as you wish.
Yes.
With Avia Phone Conference calling, you can have a phone conversion with two people at the same time. All the three people can talk at once. To set up a call, just call the first person as normal. Once the call is answered, press the Flash button and dial the second person. Once they answer, press the Flash button again and all the three parties will be connected.
Includes questions about installing or troubleshooting a device to use Avia Phone service.
  1. Connect one end of the Ethernet cable we provide into the LAN port of the Phone Adapter and the other end to the Ethernet port of your cable/DSL mode.
  2. Connect a telephone to the PHONE 1 port of the phone adapter using a standard telephone jack (not included).
  3. Plug the power cord into the power port (DC 5 V) into the phone adapter and into an electric outlet. This will turn your phone adapter on. You do not need to unplug it when not in use.
  4. Check that the ACT light (power) is lit on the left side of the phone adapter. Wait at least 60 seconds for the phone adapter to start up and complete its registration process. Do not interrupt the registration process by unplugging the power or lifting the receiver on your phone during the start up process. Interruption of the start up may result in the interruption of service.
  5. During the boot process you may notice the status light blinking on the right side of the phone adapter. This green light will turn off after the registration process is complete.
  6. Pick up your handset and listen for a dial tone. If you hear a dial tone you may begin making calls.
  1. Connect your Router/Switch (also known as Hub) to the Cable/DSL Modem.
  2. Now connect one end of the RJ-45 Ethernet cable provided into the LAN port of the phone adapter and the other end into any of the Ethernet ports on your Router/Switch.
  3. Connect a telephone to the PHONE 1 Port of the phone adapter using a standard telephone jack (not included).
  4. Plug the power cord into the power port (DC 5 V) into the phone adapter and into an electric outlet. This will turn your phone adapter on. You do not need to unplug it when not in use.
  5. Check that the ACT light (power) is lit on the left side of the phone adapter. Wait at least 60 seconds for the phone adapter to start up and complete its registration process. Do not interrupt the registration process by unplugging the power or lifting the receiver on your phone during the start up process. Interruption of the start up may result in the interruption of service.
  6. During the boot process you may notice the status light blinking on the right side of the phone adapter. This green light will turn off after the registration process is complete.
  7. Pick up your handset and listen for a dial tone. If you hear a dial tone you may begin making calls.
Includes questions about Enhanced 911 service provided by Avia in US and Canada.
E-911 stands for Enhanced 911, and this emergency service will work similar to the standard 911, but our services can be used from any location with a high-speed internet connection. You will need to provide Avia Phone Company with correct and up to date information so that you will be able to use this service. If a time comes for you to dial 911, your information and location will be sent to the nearest PSAP public safety access point, but this will be ineffective unless your account’s location/information is incorrect.
Yes. Once you sign up for Avia Phone Services you will be required to fill out a small E-911 form. Make sure to provide accurate information regarding your physical address.
Includes questions about general technical requirements related to Avia Phone service.
No, in order to take full advantage of our Broadband phone service you will need a Broadband connection such as a DSL or a Cable Modem.
Not necessarily, if your current modem has an extra Ethernet port, you are all set. However, if this is not the case you will need to purchase a router.
You are able to use your adapter with almost all wireless routers provided they have an RJ-45 Ethernet port.
Yes, you can install the Avia Phone adapter any where in your home where there is a Broadband connection. Our Avia Phone adapter has two phone lines that you may easily utilize. You also have the option of attaching multiple numbers to each line.
Our phone adapter operates at a bandwidth of G729 (by default) > 40Kbps
You'd need to configure your router to port forward "TCP port 80" to the IP address currently being used by the phone adapter. If you do this often, we suggest that you use a static IP address for the phone adapter, instead of DHCP.
If you have a firewall, make sure you are not blocking the UDP PORT 5060, 5061.
No. All you need to use Avia Phone Services are a phone set and/or a computer and a high-speed internet connection.
Yes, you are welcome to use your own device if it is a VoIP phone set or an adapter. You simply need to submit a ticket at support@aviaphone.com so that we may see if it accommodates our services.
You will get your Avia Phone adapter once you sign up for your desired service plan with Avia Phone Company.
You should receive your Avia Phone adapter within 7-10 business days. If you would like to receive your shipments earlier, while purchasing your service plan, you will have the option to expedite your shipment before you check out. (Shipping and Handling charges will depend on which type of shipping you request).
Your Avia Phone Adapter just like all VoIP Phone adapters converts your voice into small data packets that are then sent over the internet to us, we then send your call out to its final destination so that you and the person you are calling can be connected.
You may use any regular phone set with your Avia Phone adapter.
Your installation kit will define the following:
  • Adapter
  • RJ-45 Ethernet cable
  • Power adapter
  • Easy to follow installation guide
  • Easy to follow User guide
  • Warrenty card
No, your adapter is dependant on a local power source, so if the power goes out you will not be able to use the service.
Provides information about the terms to use the Avia Phone service.
These Terms of Service constitute the agreement ("Agreement") between Avia America Inc. ("we","us", or "Avia") and the user ("you", "user" or "Customer") of Avia's residential and small business communications services and any related products or services ("Service"). This Agreement governs both the Service and any devices, such as an IP phone, Multimedia Terminal Adapter, Analog Telephone Adapter or any other IP connection device ("Device" or "Equipment"), used in conjunction with the Service and it applies to all lines on each Avia account. If you purchased Equipment from a retail store, dealer or other provider other than Avia, you are a "Retail Customer" for purposes of this Agreement.

BY ACTIVATING OR USING THE SERVICE, YOU REPRESENT THAT YOU ARE OF LEGAL AGE TO ENTER INTO THIS AGREEMENT AND THAT YOU HAVE READ AND UNDERSTAND FULLY THE TERMS AND CONDITIONS OF THIS AGREEMENT.

1. EMERGENCY SERVICES - 911 DIALING

1.1 911 Dialing. Avia 911 Dialing is different than traditional 911 service.

Most of our customers (other than WiFi and Softphone customers) have access to either basic 911 or Enhanced 911 (E911) service. With E911 service, when you dial 911, your telephone number and registered address is simultaneously sent to the local emergency center assigned to your location, and emergency operators have access to the information they need to send help and call you back if necessary. Customers in locations where the emergency center is not equipped to receive your telephone number and address have basic 911. With basic 911, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak. As additional local emergency centers become capable of receiving our customers' information, Avia will automatically upgrade customers with basic 911 to E911 service. Avia will not give you notice of the upgrade.

Certain customers do not have access to either basic 911 or E911. If you don't have access to basic 911 or E911 your 911 call will be sent to the Avia national emergency call center. A trained agent at the emergency call center will ask for the name, telephone number and location of the customer calling 911, and then contact the local emergency center for such customer in order to send help. Examples of situations where 911 calls will be sent to the Avia national emergency call center include when there is a problem validating a customer's address, the customer is identified with an international location, or the customer is located in an area that is not covered by the landline 911 network. In addition, if you use a WiFi or SoftPhone, due to the portable nature of these Devices, your 911 calls will be routed to the Avia national emergency call center. Emergency personnel do not receive your phone number or physical location when your 911 call is routed to the Avia national emergency call center.

You authorize us to disclose your name and address to third-parties involved with providing 911 Dialing to you, including, without limitation, call routers, call centers and local emergency centers.

1.2 Notify All Users. You should inform any household residents, guests and other third persons who may be present at the physical location where you utilize the Service of the important differences in and limitations of Avia 911 Dialing as compared with basic 911 or E911. The documentation that accompanies each Device that you purchase will include a sticker concerning the potential non-availability of basic 911 or E911 (the "911 Sticker"). It is your responsibility, in accordance with the instructions that accompany each Device, to place the 911 Sticker on each Device that you use with the Service. If you did not receive a 911 Sticker with your Device, or you require additional 911 Stickers, please contact our customer care department at 1-Avia-HELP.

1.3 Registration of Physical Location Required. For each phone number that you use for the Service, you must register with Avia the physical location where you will be using the Service with that phone number. When you move the Device to another location, you must register your new location. If you do not register your new location, any call you make using the 911 Dialing feature may be sent to an emergency center near your old address. You will register your initial location of use when you subscribe to the Service. Thereafter, you may register a new location by following the instructions from the "911" registration link on your Avia web account Control Panel features page. For purposes of the 911 Dialing feature, you may only register one location at a time for each phone line you use with the Service. Regardless of what address you register for a WiFi or SoftPhone, emergency calls you make from these devices will be routed to the Avia national emergency response center.

1.4 Confirmation of Activation Required. Your 911 Dialing feature will not be activated for any phone line that you are using with.



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