Voice

Do you have questions about your SmartMail Voicemail? Curious about available calling features? Find answers to your most Frequently Asked Questions below. You can also reach 24/7 Technical Support at 360-321-8324.

Federal and state laws require that we verify the identity of our customers. A valid government issued photo ID will need to be verified when you apply for service in person at one of our Customer Experience Centers. Some acceptable forms of ID include a valid driver license, passport, and military ID. In addition, here is some of the information we’ll need when you’re ready to order service:

  • Complete street address, including apartment, suite, or unit number, if applicable
  • Proof of address/tenancy
  • Your employment status
  • Previous telephone service information
  • Social Security number(s)
  • Date of Birth

Federal and state laws require that we verify the identity of our customers. A valid government issued photo ID will need to be verified when you apply for service in person at one of our Customer Experience Centers. Some acceptable forms of ID include a valid driver license, passport, and military ID. In addition, here is some of the information we’ll need when you’re ready to order service:

Deposits

Most customers are not asked to pay a deposit. Requirements for a deposit are based on your payment history with previous telecommunications service(s) and are made in accordance with WAC (Washington Administrative Code) rules. Information about these and other Washington State Laws and rules can be found on Washington State’s website at http://www.leg.wa.gov/LawsAndAgencyRules.

If you do need to pay a deposit, we want to return it to you as soon as you establish good credit with us. We’ll review your account after you have had service with us for twelve (12) months. If you have been making your payments when due, we’ll return your deposit – with interest. (Interest on deposits is calculated according to WAC 480-120-128.)

Billing

Bills are mailed at the beginning of each month. Monthly recurring charges for Local Voice, Internet, Security & Alarm, and other similar monthly services are billed one month in advance. Long distance calls are billed after you make them. Installation and other one-time charges are typically billed after the work is done. If you have questions about your bill, please contact us to discuss billing alternatives.

If your interexchange (long distance) provider bills you directly, please contact that provider with any questions or concerns you may have regarding that billing.

Bills are payable when rendered and are considered past due if they’re not paid by the due date stated on the bill or, if no due date is stated on the bill, within 15 days of the invoice date. If you are concerned that your payment may be past due, please call our Customer Service team. If your bill becomes delinquent, we will make an attempt to provide you with written notice of pending disconnection, in accordance with WAC rules. This notice will include the date that payment must be received by our office to avoid interruption of service. We may also make one final attempt to contact you prior to interruption of service. If your service is interrupted, contact our office so that we may review your account status with you. Use the Contact Us link to locate information on how to contact our offices.

Text Telephone (TTY) customers may reach us through the Washington Relay service by dialing 711. Please refer to the “Calling Assistance – Washington Relay Services” section in our directory for more information on these services.

Complaints & Disputes

Our team members are specially trained to address your service needs and to be responsive to your requests. However, if you’re not satisfied, please feel free to ask for the supervisor. If your concern can’t be solved by the supervisor, higher levels of management are available to work with you. Remember, we’re here to help serve you.

The Washington Utilities and Transportation Commission is available should you wish to pursue any dispute by formal or informal complaint. You may reach them at 1-888-333-WUTC (9882) or TTY callers may dial 1-800-416-5289. Text Telephone (TTY) customers can reach us through the Washington Relay service by dialing 711. Please refer to the “Calling Assistance – Washington Relay Services” section in our directory for more information on these services.

Federal Lifeline/Tribal Lifeline Program

Whidbey Telecom and Hat Island Telephone Company participate in the Federal Lifeline Program and, where applicable, in the Tribal Link-Up Program.

Premium Digital Voice offers residential customers unlimited local and long distance calling for one affordable price! Call anywhere in the U.S., Alaska, Hawaii, Canada, Puerto Rico, and the U.S. Virgin Islands with no additional charges. In addition to unlimited calling, Premium Digital Voice residential service comes bundled with many advanced Calling Features (see article below).

Unlimited Local Calls

Unlimited local calls to South Whidbey and Point Roberts.

Unlimited Long Distance

Unlimited long distance includes calls to the continental U.S., Alaska, Hawaii, Canada, Puerto Rico and the U.S. Virgin Islands.

SmartMail Online Portal

Control many calling features and customizable options through our convenient online interface.

3-way Calling

Talk to two other people at different locations at the same time.

Anonymous Call Rejection

Incoming calls flagged as “anonymous” or “private” on a caller ID device are automatically rejected.

Automatic Call Back

Automatically dials a busy number for up to 30 minutes and alerts you when the line is free.

Automatic Recall

Dials the number of your last incoming call.

Call Transfer

Sends a current call to any number you choose, including mobile phones.

Call Waiting

Answer a second call without disconnecting the first caller.

Caller ID Name & Number

Know who’s calling before you pick up the phone.

Call Forwarding

Forward your incoming calls to another number where you can be reached.

Distinctive Alert

Assign unique rings for incoming numbers so you know who’s calling just form the tone.

Find Me Follow Me

Ring up to 5 different communications devices at once or in a preset order, including mobile phones.

Last Call Return

Quickly dial the last incoming number.

Name & Number Block

Prevent your information from displaying on others’ Caller ID displays.

Reminder Call Service

Set up one time or periodic reminders that call you with messages you’ve recorded.

Speed Call 30

Assign one or two digit speed calling codes for the numbers you dial most often.

Selective Call Rejection

Identify up to 15 telephone numbers from which you won’t accept calls.

Voicemail

Have your voicemail messages emailed to your computer or your smart phone. You can also control your voicemail account either by telephone or through the internet.

*For more questions about Premium Voice options or availability, please call Customer Service at 360-321-1122.

We offer features that enhance privacy, convenience, cost-management, and more. Some of these features can be added a la carte, while others are included in Digital Premium Voice Package. Contact Customer Service at (360) 321-1122 for ordering options.

3-Way Calling
  1. Put your first call on hold by pressing then releasing the hook-switch (or the flash button or equivalent) on your phone.
  2. Wait for a stutter dial tone, followed by a new dial tone. Make your second call.
  3. When that person answers, press and release the hook-switch to connect all three of you.
  4. If the second person’s line is busy or not answered, push the hook-switch twice to return to the original call.
6-Way Calling
  1. Lift receiver, dial #1, wait for a stutter dial tone followed by a new dial tone, then make your first call.
  2. Put your first call on hold by pressing then releasing the hook-switch on your phone.
  3. Wait for stutter dial tone followed by a new dial tone. Make your second call.
  4. When that person answers, press and release the hook-switch to connect all three of you.
  5. Follow steps 1-3 to add the 4th, 5th and 6th parties to your call.
  6. If a party’s line is busy or not answered, push the hook-switch twice to return to your call
Call Forwarding

Call Forwarding is in effect until you turn it off. You won’t receive calls at your regular number until you deactivate Call Forwarding. You can still make outgoing calls from your phone when Call Forwarding is on. Calls can be forwarded to a toll or long-distance number. The normal toll or long-distance charges will be billed to your number. Calls may not be forwarded to an international number.

To Activate Call Forwarding:

  1. Dial *72 followed quickly by the 10-digit number you wish to forward to followed by the # sign.
  2. You will hear a pause followed by a quick double beep confirming the entry.

To Deactivate Call Forwarding:

  1. Dial *73
  2. You will hear a quick double beep confirming the entry.
Call Forwarding – Remotely

To activate Remote Access Call Forwarding, whether from your phone or another location:

  1. Dial 321-6878 or 945-6878 (add 1-360 if calling from out of your local service area)
  2. Enter your 10-digit telephone number followed by the # sign
  3. Enter your PIN followed by the # sign
  4. Enter *72
  5. You will hear a Dial Tone
  6. Enter the 10-digit number you want calls forwarded to, followed by the # sign (a 1 is not needed for long-distance forwarding)
  7. You will hear a pause followed by a quick double beep confirming the entry.

You will hear a pause followed by a quick double beep confirming the entry.

  1. Dial 321-6878 or 945-6878 (add 1-360 if calling from out of your local service area)
  2. Enter your 10-digit telephone number followed by the # sign
  3. Enter your PIN followed by the # sign
  4. Enter *73
  5. You will hear a pause followed by a quick double beep confirming the entry.
Do Not Disturb

To Activate Do Not Disturb:

  1. Dial *78
  2. You will hear “Your Do Not Disturb feature has been Activated successfully.”

To Deactivate Do Not Disturb:

  1. Dial *79
  2. You will hear “Your Do Not Disturb feature has been De-Activated successfully.”
Call Hold
  1. To activate Call Hold, dial #81; the person you were talking with is now on hold.
  2. Handle another call or move to another extension.
  3. Retrieve your original call by flashing your hook-switch (or flash button or equivalent on your phone)
  4. You can alternate between two calls by flashing the hook-switch and entering #81 to switch each time.
Call Trace
  1. Hang up on the obscene, harassing or threatening phone call immediately
  2. Pick up your receiver and enter *57
  3. Listen to the recording which confirms that your call has been traced
  4. Follow the additional instructions on the recording
Call Waiting

To Use Call Waiting:

  1. When you’re on a call and hear the Call Waiting beep tone, you answer the waiting call by quickly pressing and releasing your telephone hook-switch or flash button.
  2. To return to the first call, or to alternate between calls, just press and release the hook-switch or flash button each time you want to change.
  3. If you wish, you can answer an incoming Call Waiting by hanging up your first call. Your phone will immediately ring with the second call.

To Temporarily Deactivate Call Waiting:

  1. Before placing your call, dial *70 on your touchtone phone. You’ll hear a second dial tone.
  2. Make your telephone call; Call Waiting will be turned off during this call.
  3. Call Waiting is automatically restored when you hang up.
  4. Note for customers with 3-way calling: You may deactivate Call Waiting during a 2-way call by quickly pressing your hook-switch or flash button and entering *70. You’ll be reconnected to your 2-way call after an acknowledgement tone.
Continuous Redial (Busy Redial)

To Use Continuous Redial:

  1. Enter *66 when you hear the busy signal, then hang up.
  2. Pick up the phone when you hear the distinctive ring and you’ll be connected
  3. You can turn Continuous Redial off by pressing *86
Intercom

To Call Another Extension Using Home Intercom:

  1. Pick up an extension and dial your own number.
  2. When you hear the busy tone, hang up.
  3. All the extensions will start ringing. Do not answer but wait for the other extension to pick up.
  4. When the other extension picks up, the extensions will stop ringing. Pick up your extension and you will be connected to the other party.
  5. If no one answers on another extension, the extensions will stop ringing after a timeout period. If the other party has not picked up, you will hear the normal dial tone.

To Transfer an Incoming Call to Another Extension Using Home Intercom:

  1. While you are in the call to be transferred, press the flash button (or depress the flash-hook) and hang up.
  2. All the extensions will start ringing. Do not answer but wait for the other extension to pick up.
  3. When the other extension picks up, the extensions stop ringing. The other party is connected to the transferred call.
  4. If no one answers on another extension, the extensions will stop ringing after a timeout period. The caller will be cut off. If you then pick up your extension, you will hear the normal dial tone.
Last Call Return

Press *69 and automatically dial the number of your last caller.

Per-call Blocking

Dial *67 before entering the number of the call. Your number will be blocked for that individual call. When you hang up, per call blocking will be turned off.

Line Blocking

If you order Line Blocking for your account, your number will be blocked for all of your outgoing calls, except calls to 911. You can unblock your information for individual calls if you like: just dial *82 before entering the number you’re calling.

Priority Call Alert
  1. Pick up your handset and dial *61
  2. Follow the recorded instructions to set up or modify your list
  3. To temporarily deactivate Priority Call Alert, pick up your handset and dial *81. Remember to dial *61 when you want to re-activate it; you will not need to reprogram the numbers for priority alert treatment.
Selective Call Acceptance
  1. To activate Selective Call Acceptance, pick up your handset and press *64.
  2. Follow the recorded instructions to set up or modify your list of up to 15 numbers from which you do want to accept calls.
  3. You can turn Selective Call Acceptance off by pressing *84; calls will then come through as usual. Reactivate Selective Call Acceptance by pressing *64; you will not need to reprogram the numbers.
Selective Call Rejection
  1. To activate Selective Call Rejection, pick up your phone and press *60.
  2. Follow the recorded instructions to set up or modify your list of up to 15 numbers from which you don’t want to accept calls.
  3. To turn Selective Call Rejection off, press *80; calls will then come through as usual. Reactivate Selective Call Rejection by pressing *64; you will not need to reprogram the numbers.
Speed Calling 8 & 30
  1. Jot down a code for each of your numbers – up to 8 for Speed Calling 8, or as many as 30 with Speed Calling 30. Use single digits 2 through 9 for Speed Calling 8. Use two digits 20 through 49 for Speed Calling 30.
  2. Dial *74 for Speed Calling 8. Dial *75 for Speed Calling 30.
  3. When you hear the dial tone, enter the Speed Call code followed by the full telephone number, including 1 area code if required.
  4. Listen for the 3 quick tones which indicate that the number has been programmed and proceed to the next code and number.
  5. Hang up when you’re finished.
Time & Temperature – 844

You have access to time, temperature, and an exclusive local weather forecast from any Whidbey Telecom local voice phone line.

Simply dial 844 and be immediately connected with a local recording that will give you:

  • Exact time
  • Local temperature (located at the US Naval Observatory)
  • Exclusive area weather forecast

Download the SmartMail Voicemail User Guide here.

How do I login to the SmartMail web interface?

You can access your SmartMail Voicemail from the top of any Whidbey Telecom web page by clicking on the “My Voicemail” button. Scroll down to the Voicemail box and select “Log in”. At the Login page, enter your 10-digit voicemail service phone number and password.

You can also type the direct link into your address bar: voice.whidbey.com.

Why does my voicemail desktop look different?

The SmartMail Voicemail web interface was recently updated to be more user-friendly. This does not affect your account or service plan. The new system allows more customization and better navigation. For example, options to change your password and/or PIN, or access the Helpdesk, are now quick links on your dashboard. We will discuss these changes in more detail below.

If you have any questions or require any assistance with the new interface, please call our 24/7 Tech Support Center at 360-321-TECH (8324).

What is my PIN and how do I set it up?

Your Personal Identification Number (PIN) is your security or passcode used to access your SmartMail service. You can setup and/or change your PIN from either your phone or the SmartMail web interface.

For lost or forgotten PINs, please contact our 24/7 Technical Support at 360-321-TECH (8324).

Can I bypass the PIN to access my SmartMail account?

To maintain a high level of security for your SmartMail account, it is highly recommended that a PIN be required to gain access. Without a PIN, anyone with access to your phone will be able to listen to your voicemail messages, as well as assume your SmartMail user identity when sending messages. SmartMail does offer a Skip PIN feature that can be turned off or on either through a phone or through the SmartMail web interface.

To update your Skip PIN status through the SmartMail Web Interface:

From the SmartMail dashboard, select the “Message Settings” icon at the bottom. Then select “Mailbox Access”. Click the box next to the “Skip PIN” field to disable this feature. Click on the “Apply” button to save your changes.

To update your Skip PIN Status by phone:

Dial 360-321-MAIL and enter your PIN. Then press 4 from the Main Menu to enter the Mailbox Settings portion of the SmartMail phone tree, then press 3, then 3 again to hear your current Skip PIN feature status. If you wish to change this setting, please press 1. The system will then advise you of your updated Skip PIN feature status.

How do I listen to my voicemail messages or forward them to an email address?

From the dashboard, click on the “Messages” tab at the top. From there, you can listen to and/or view a transcription of new voice messages.

You can forward a SmartMail voicemail message to another SmartMail subscriber or as an email to any email address you choose. Click on the “Action” toggle on the message you want to forward. From the dropdown, you can select whether to forward the message as an email or voicemail.

Why should I setup a SmartMail Contacts List?

Having a Contacts List in SmartMail allows you to enhance many of the SmartMail features. For example, if the person calling you is one of your contacts, SmartMail will display their name within the voicemail message information, not just their phone number.

How do I add new contacts to my contacts list?

From the SmartMail dashboard, click on the “Contacts” tab at the top. To add a new contact, click the “New Contact” button. Enter the contact details. When finished, click “Save”.

How do I setup my SmartMail voicemail greeting?

From the SmartMail dashboard, select the “Message Settings” icon at the bottom. Then select “Voicemail Greeting”. From here you can record or upload greetings. You can select a standard system greeting from the dropdown box next to “Use The Greeting”:

  • System: This plays the normal system greeting with no identifying information
  • System with number: This plays the normal system greeting, including your phone number
  • System with name: This plays the normal system greeting, but includes your recorded name
  • Personal: To record your own greeting using the microphone from your computer, select “Personal” from the dropdown and press the “record” link.
How long can my SmartMail voicemail greeting be?

With our Edge Plan your greeting can be up to 2 minutes long. Our Flex Plan offers a greeting up to 1 minute long.

How long can voicemail messages be and how many messages can be saved?

With the Flex Plan you can receive and save up to 21 messages that can be up to 3 minutes long each. The Edge Plan offers you up to 31 messages that can be up to 4 minutes long each. All messages that are older than 30 days will automatically be deleted. You have the option to save voicemail messages longer by forwarding them as an attachment to an e-mail address of your choosing.

If I accidentally delete a voicemail message, am I able to restore it?

If you delete a voicemail message through the SmartMail phone tree, please press 6 on your phone number pad to enter the Erased Messages portion of the phone tree. Please press 1 to repeat erased messages and press 2 to restore the voicemail message that you wish to restore. Voicemail messages that you delete through the SmartMail Web Interface will be permanently deleted.

Can I see my call history and for how long?

The SmartMail Web Interface will maintain the record of a call for up to 60 days and will do so for up to 500 calls! The call record includes the call specifics, such as the phone number and date and time of the call. Once a call record is more than 60 days old (from the date of the call) the record will be automatically deleted.

Is there a minimum browser requirement?

The SmartMail Web Interface is currently compatible with most browsers. However, older versions of certain browsers and some uncommon browsers may not function.

The earliest versions supported by SmartHub Web are as follows:

  • Chrome – 40.0
  • Explorer – No longer supported
  • Firefox – 33.0
  • iOS – 9.3
  • Microsoft Edge – 15.0
  • Safari – 10.0

Customers using an unsupported version will receive a message “Browser Not Supported – We have detected that you are using a browser that is not supported by SmartHub.” The message includes instructions on how to install or upgrade a supported version.

If you need further assistance, please contact the Technical Support Team.

If my Web Interface account has been locked due to too many failed login attempts, how can I unlock it?

To ensure the security of your account information and service, when necessary, we may temporarily lock the ability to login to your SmartMail account through the Web Interface. If locked out, you can wait one hour and try again. If you find you’re unable to remember the correct PIN to login either through the Web Interface or through the phone associated with the voicemail service, please contact our Customer Service & Support representatives for assistance. Please be sure to have your identifying personal and account information available when calling for verification purposes.

The Washington Relay Service is a free service provided by the WA State Office of the Deaf and Hard of Hearing (ODHH) ensuring equal communications access to the telephone service for people who are deaf, hard of hearing, deaf-blind and speech disabled. This service allows hearing callers to communicate with text-telephone (TTY) callers and vice versa through specially trained Communication Assistants (CA’s). Access to these services is available through the 711-dialing code. Calls can be made to anywhere in the world, 24 hours a day, 365 days a year with no restrictions on the number, length, or type of calls. All calls are strictly confidential, and no records of any conversations are maintained. Anyone wishing to use Washington Relay Service for TTY or Voice calls simply dials 711 to connect with a CA. The CA will dial the requested number and relay the conversation between the callers.

The telephone numbers to contact the Washington Relay Service are below. Calls to these numbers are free but long distance, operator assistance, and/or other applicable charges will apply.

TTY

711 or 1-800-833-6388

Voice

711 or 1-800-833-6384

Telebraille

1-800-833-6385

HCO (Hearing Carry Over)

1-800-833-6388

VCO (Voice Carry Over)

1-800-833-6386

STS (Speech To Speech)

1-877-833-6341

Spanish TTY

1-877-833-6399

Spanish Voice

1-877-833-6398

900 Services

1-900-646-3323

International Calls

1-605-224-1837

Public Payphone Calls

1-605-224-1837

Emergencies

911 or 1-605-224-1837

Additional information can be obtained about the Washington Relay Service at: www.washingtonrelay.com or by calling 1.800.676-3777 TTY/Voice or 1.800.676.4290 TTY/Voz (Spanish).

Long Distance Calls

Washington Relay will honor requests by users to be billed through their preferred long-distance carriers. Washington Relay users will need to inform the Communication Assistant (CA) to bill their calls to a designated long-distance carrier at the beginning of the call. If the user does not inform the CA, the long-distance call will be billed by a default long distance carrier which may not be the same as the caller’s preferred carrier. Washington Relay users can create a Customer Database Profile to store their individual call preferences expediting call processing and ensuring a preferred long-distance carrier is used each time a call is made. To set up your Customer Database Profile, call Washington Relay Customer Service at 1.800.676.3777 (TTY/Voice) or 1.800.676.4290 TTY/Voz (Spanish). Representatives will take your request on the phone or send you a form to complete.

Public Payphone Calls with TTY

The Federal Communications Commission (FCC) issued an order outlining an interim plan for access to public payphone service through relay services. The order states:

  • All local calls from TTY payphones are free of charge.
  • Toll calls can be billed through calling cards and prepaid cards.

TTY users who wish to use a coin TTY payphone can use Washington Relay to assist in connecting calls. There are several ways to bill non-local calls:

  • Collect
  • Third party
  • Calling card
  • Prepaid card

You can dial most international calls directly. Before calling, you will need to know the country code and the city routing code in addition to the local telephone number. You can look up country and city codes at CountryCallingCodes.com

To dial an international call:
  1. Dial the international access code “011” (for operator-assisted calls, dial “01”)
  2. Dial the country code
  3. Dial the city routing code
  4. Dial the local telephone number; if you have touchtone dialing, press the # key after dialing

It may take extra time before you hear the phone ring on an international call; allow at least 45 seconds.

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