Below are some common questions our customers have asked.
If the information below does not answer your question,
please use our contact form.

ABOUT FLIP SERVICE

1. What should I do with my current phone line after getting FLIP?

   You can keep your current phone line, but to take full advantage of FLIP's domestic and international call rates, we suggest that you cancel your current phone line once your family and friends know your new FLIP phone number.

2. Can I use FLIP from other countries?

   We do not guarantee FLIP will work properly and we cannot give technical support for FLIP terminal connections outside Japan.

3. My internet connection has slowed down since connecting the FLIP terminal.

   FLIP will use part of your bandwidth. If your computer is connected directly to your FLIP terminal, connecting a router will improve your download/upload speed. If your modem has a built-in router, you can use a switching hub.
   
   If your computer is not connected directly to the PC port of your FLIP terminal, then your download/upload speed is not being affected by FLIP. In this case you may want to consider upgrading your connection speed with your internet service provider.

4. My Brastel Card didn't have enough credit when my FLIP billing period expired. I recharged my card later but I still can't use FLIP.

   Your FLIP monthly fees will be deducted automatically up to one week after the billing period ends. If after one week your card still does not have enough credit, your account will be temporarily deactivated. To reactivate your account, please recharge your Brastel Card and call customer service.

5. I've recharged my card but my free minutes haven't been added yet.

   The monthly fee will be deducted, and the free minutes added, only when the next billing period begins. For example, if your billing period ends on the 25th day of each month, the free minutes for the next billing period will be added on the 26th day.  

6. I have free minutes but I can't place domestic calls. 

   Free minutes are valid only for international calls to your FLIP plan's destination(s). To place domestic calls or international calls to other destinations, your Brastel Card must have enough credit.

7. Why do I get a busy signal when I try to place a call?

   You may have lost the connection to our server. Please check if your FLIP terminal is properly connected. If not, unplug the FLIP terminal's main power, wait for one minute and plug it back in. If this does not solve the problem, please call customer service for assistance.

8. My FLIP is not working.

   Please check the following:

   • Is your internet connection working properly?
   • Have you installed any file sharing programs on your computer?
     If so, restricting the program's bandwidth usage may solve the problem.
   • Is your FLIP terminal properly connected?
     Please check if all cables are properly connected. If they are, then your FLIP terminal may have lost its connection to the internet. To restore the connection, please follow this procedure:
     1. Shut down your computer and unplug your FLIP terminal, router (if any) and the modem's main power.
     2. Plug the modem's main power back in and wait a few minutes until it connects to the internet. The time it takes for the modem to get ready depends on the model. See your modem's manual for details.
     3. Plug the router's (if any) main power back in.
     4. Plug the FLIP terminal's main power back in.
     5. Place a call without turning on your computer.

   If the problem still persists, please contact customer service for assistance.

9. Can I fax with FLIP?

   Faxing is not guaranteed with FLIP. Faxing is available using a fax machine with FLIP ATA (Analog Telephone Adaptor) but at users' own responsibility. Brastel will assist problems with the ATA but will not give support regarding faxing.