Frequently Asked Questions using Packet8’s Customer Self Service Portal – FAQs

How do I install my Packet8 phone adapter?

How do I update my credit card information?

How do I view my bills and current usage?

How do I set up, change or delete Features such as Voice Mail features, International Calling, Call Waiting, and Call Forwarding for my Residential account?

How do I report (create) a new Support Cases using the Self Service portal?

How to get a copy of the Packet8 Customer’s Self Service Portal User Guide?

Click here to view a Step by Step flash demo on how to install your Packet8 Phone adapter.

How do I update my credit card information?

1. Launch your Internet Browser and log in to www.packet8.net.
2. Using your username and password, log in to your online web account.
   
3. Click on the link "Credit Card Update". This link is located in the left menu of the Packet8’s Customer Self Service Portal.
   
4. On the "Credit Card Update" page under the top menu, choose your credit card number by using the pull down menu. Here you can change or update your credit card information.
   

NOTE: Please ensure that the billing address for your payment method matches the billing address Packet8 has on file.

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How do I view my bills and current usage?

1. To view and manage Accounts, please click on the My Accounts button on the left menu of the Self Service portal page.
   
2. This will launch the My Accounts page that will show you a list of your new and existing accounts such as Lines, Virtual Numbers, Toll Free Numbers, etc.
3. For each Account in the list, it will show you key information such as Phone Number, Service Type, Account Number, Status, and Activation Code.
   
4. Additionally, you can click on any of the inline buttons or link to view and manage more details such as those for Account Number, Features, E911 and Call Log.
   
5. If you click on the Account Number for any account, you can view the Account Details page that shows your subscriber information such as Name, Phone Number, Address, Activation Code, Products and also provides buttons to view Unbilled Calls, View Bills, E911 Address, Update Credit Card, and create a new LNP Request.
   
6. You can click on the View Bills link to view PDF copies of your previous period bills.
   
7. You can click on the Unbilled Calls button to view your call details between a Start Date, End Date and Time Zone specified by you.
   

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How do I set up, change or delete Features such as Voice Mail features, International Calling, Call Waiting, and Call Forwarding for my Residential account?

1. To view and manage Accounts, please click on the My Accounts button on the left menu of the Self Service portal page.
   
2. This will launch the My Accounts page that will show you a list of your new and existing accounts such as Lines, Virtual Numbers, Toll Free Numbers, etc.
   
3. For each Account in the list, this list will show you key information such as Phone Number, Service Type, Account Number, Status, and Activation Code. To set and manage Features, please click on the inline Features button to open the Manage Features page.
   
4. The Manage Features page allows you to configure the features listed below. For Residential Accounts, the General Call features include 7 Digits Local Dialing, Allow international calling, Block my phone number when making calls, Enable Call Waiting, Enable Caller ID, Enable Voicemail, Voicemail Password, and Voicemail answers after (seconds).
   
5. Voice Mail features include Enable Personal Voicemail Greeting, Enable Voice Mail Timestamp, Enable Voicemail to Email, Send Notification with Attachment and Voice Email Address (where the attachment will be sent for the VM email notification).
   
6. Call Routing features include Call Forwarding, Find Me/Follow Me, Simultaneous Ring, and Call Failover and you can set relevant fields including the desired Routing Number and the Ring Duration (in seconds).
   
7. Please configure features using the adjoining field or drop down box to select the desired setting and click the OK button at the bottom of the page to save your settings.

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How do I report (create) a new Support Cases using the Self Service portal?

1. This feature can save you a lot of time by avoiding any Hold times that may exist in telephone support.
   
2. To report a new Support Case, click on the Create Support Case button on the left menu of the Self Service portal page.
   
3. The Create Support Case page will show you several drop down and data entry fields that are necessary to report a new Support Case – namely Account Number, Problem Details, Product, Category, Specialty Type, Detail, Customer Reference, Summary and Details.
   

NOTE: Some drop down fields will populate based on your selection in the prior field (e.g. the Specialty Type values will depend on the Category that you have selected). In the Detail field, please provide concise and relevant information to help us act on your report in a prompt manner. Please use the Attach File button to attach any relevant files such as screen shots to help us understand your issue better.

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How to get a copy of the Packet8 Customer’s Self Service Portal User Guide?

1. To retrieve a copy of the Packet8 Customer’s Self Service Portal User click, please click on the User Guide button on the left menu of the Self Service portal page.
   
2. It will then ask if you want to open the file or save the file.
   

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