FAQ Categories
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Troubleshooting
> How do I configure a router with advanced firewall features?
> How do I contact Technical Support?
> I can access the Internet but some Web pages or sites do not come up properly. Why?
> I can't connect to the Internet after installing my VoIP Device. What should I do?
> I cant receive any inbound calls. What should I do?
> I don't hear a dial tone. What should I do?
> I experience choppy audio on some calls. Why?
> I have echo on some calls. Is there a way to eliminate this problem?
> I have static on the line sometimes. Why?
> Im not getting CallerID on VoIP calls that I receive (Inbound Calls). Why?
> Im not sending CallerID on calls that I make (Outbound Calls). Why?
> Some of my calls get dropped. Why?
> What is modem resynching? How do I do it?
How do I configure a router with advanced firewall features?
 SIPURA1001QuickReference.pdf
Because your VoIP Device sits behind your router or firewall, no additional configuration is necessary to maintain your preferred LAN security levels. However, some advanced features such as Network Address Translation (NAT), Network Address Port Translation (NAPT), and Stateful Packet Inspection (SPI), may conflict with your VoIP device initial setup.
First, reset your router to factory default settings as described in your router's user manual and/or configuration guide. Next, reboot your router with the factory default settings at minimum security levels. Follow the power-up sequence as indicated in your VoIP Device Installion Guide. If you can hear a dial tone on your VoIP Device AND are able to access the Internet from your computer, re-enable firewall features one by one. Make sure to reboot your router or firewall after each change in configuration so you'll know which one (if any) conflicts with your VoIP service.
Router Configuration Guide
How do I contact Technical Support?
Check your installation guide and the troubleshooting sections on this Web site first, then contact Technical Support using the information on this Web site.
To best serve you, we need the following information:
- Your VoIP Account Number or phone number in the email subject line.
- Type of Internet connection (DSL/Cable/LAN/Satellite)
- Make and model of your router (if you're using one)
- Make and model of your VoIP Device (ATA or SIP Phone)
- Make and model of your analog telephone (if you're using an ATA)
- Brief description of your home network (computers, routers, hubs, switches, and firewall software)
- Detailed description of the issue you are having
- The troubleshooting steps you have completed and their results (for example, cycling power, port forwarding, as detailed in the installation guide that came with your device)
- Best way and time to contact you.
We thank you for your business and look forward to quickly solving any problems you may have.
I can access the Internet but some Web pages or sites do not come up properly. Why?
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If you are using Microsoft Internet Explorer as your Web browser, try the following:
- Your VoIP Account Number or phone number in the email subject line.
- If you manually typed the page address in the Address bar, make sure that it is spelled correctly.
- To check your connection settings, choose Tools>Internet Options. On the Connections tab, click the LAN Settings button. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP).
- Check whether your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).
- Choose Tools>Internet Options.
- On the Connections tab, click the LAN Settings button.
- Select Automatically detect settings, and then click OK.
- If you are experiencing Domain Name Server (DNS) issues, please check with your Cable or DSL modem and router (if applicable) manufacturer to see whether any software upgrades have been made available since you purchased your ATA. Recent network upgrades by your ISP may necessitate software upgrades for these devices.
I can't connect to the Internet after installing my VoIP Device. What should I do?
- Check your router configuration.
- Ensure your modem is synced properly.
I cant receive any inbound calls. What should I do?
If your VoIP service was functioning normally before, but now you are unable to receive calls, check the following:
- Were there recent power outages or disruptions that may have affected your VoIP device? Reboot your modem, router, and VoIP device to make sure everything is working and properly connected to the network.
- Is your ISP connection active? Can you access the Internet from your computer?
- Did you recently change any router or firewall security options that may have impacted the VoIP devices ability to connect to the VoIP service server? If this problem occurs, review the installation guide that came with your device and follow the exact power cycling steps for your network configuration. If you do not have access to your installation guide, you can try unplugging the power cord of your device, wait 30 seconds and plug the power back in. This allows the device to re-syncronize with the service.
I don't hear a dial tone. What should I do?
You only get dial tone from your VoIP Device if:
- You have a fully operational broadband (high-speed) connection to the Internet via DSL, Cable Modem, or high-speed Local Area Network (LAN).
- Your VoIP Device was properly installed in accordance with the included documentation and each step was followed in the proper order.
- Your VoIP Device is registered with our server.
If your Internet connection is working and all hardware is properly connected, power-cycle the VoIP device (unplug, wait for 30 seconds and plug back in). This process can fix around 90 percent of no dial-tone issues. If you still don't have dial tone, first power-cycle your DSL or Cable modem and then your router or firewall (assuming you have a separate router), because a hung process in either could be the cause of the device not being able to register with our server.
I experience choppy audio on some calls. Why?
Choppy audio is usually associated with Internet connectivity or bandwidth issues. Network congestion and/or packet loss can affect your call.
I have echo on some calls. Is there a way to eliminate this problem?
On VoIP calls an echo may occur when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user in your home or office is downloading a video while you're on a call). Check with your ISP if echoes occur frequently, or check your real Internet download and upload speeds with any Internet bandwidth test tool. These can be found by doing an Internet search for bandwidth test.
I have static on the line sometimes. Why?
Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset.
If you have a cordless telephone, it can generate static due to a weak signal between the base station and your handset. Old or low batteries in your handset can also cause static, or the cordless handset may too far from the base station. If you use a wireless router, try moving it away from the base station because wireless devices may interfere with each other.
Im not getting CallerID on VoIP calls that I receive (Inbound Calls). Why?
On incoming calls, CallerID is sent by the local service provider of the calling party. Your VoIP Service Provider is responsible for delivering the call and CallerID to your device. This presumes that the VoIP Service Provider receives the CallerID. In the vast majority of cases, inbound CallerID is delivered successfully. However, if you are not receiving CallerID, here's what to do:
- Make sure the calling party is not blocking his or her CallerID.
- You must be using a phone capable of displaying CallerID. Refer to your phone's manual to make sure this feature is supported.
- If you're unable to receive CallerID, it may be due to routing of your call via the Internet. E-mail us the details so we can troubleshoot the problem.
Im not sending CallerID on calls that I make (Outbound Calls). Why?
CallerID on outbound calls works the same way as it does on inbound calls, only in reverse. The difference is that, in this case, we originate your call and then hand it off to one or more telecom companies who then hand it off to the called party's local service provider, who is ultimately responsible for delivering both your call and your CallerID to the person you're calling.
If no one is seeing your CallerID when you call, please check that:
- The called party has purchased the CallerID feature from his or her local phone company and has a CallerID capable phone.
- Check to see whether you have the send CallerID feature enabled. To enable it simply dial *66 on your handset or *82 if you want to enable it for just one call. Or you can check on your VoIP Control Panel (VCP) V available over the Internet.
- If you are still unable to deliver CallerID, more than likely it is due to the ID being lost in the process of routing your call. E-mail us the details so we can work with our carrier partners to see where it is being lost. Depending upon the called party's geographic location, the call may be routed through different carriers, which means that you may still be able to deliver CallerID to other areas.
- If CallerID worked previously but does not now, try rebooting your VoIP Device.
Some of my calls get dropped. Why?
Dropped calls are usually associated with Internet connectivity or bandwidth issues. Network congestion and/or packet loss can affect your call.
What is modem resynching? How do I do it?
In some DSL or Cable modems, any changes to your home network configurations may require resynching with your ISP. This is usually a troubleshooting step and safe practice when any new devices are connected to the network.
If the WAN indicator LED on the front panel of your VoIP Device is not lit (if you have an ATA and not a SIP Phone ) AND you have properly connected the cables per the installation guide that accompanied your device, you may have to resynch your modem. Please refer to your cable modem documentation for exact procedures. You may also try the following procedure:
- Find your cable modem's reset button and press it for at least 15 seconds, or unplug the modem for 15 seconds then plug it back in again.
- Upon releasing the reset button, wait until all indicator lights on the modem cycle, indicating normal operation.
- Recycle the power on your VoIP device as indicated in the installation guide that accompanied your device.
Using VoIP Service
> Can I call anyone, or do they also have to be a VoIP subscriber?
> Can someone place a collect call to my VoIP phone number?
> How can I check my call activity and account settings?
> How do I make a three-way conference call?
> How do I make local, long distance or international calls?
> How do I set up and use my VoIP voicemail?
> If I sign up with you, can I have toll-free "8XX" calls ring to my VoIP number?
> If I use VoIP from overseas, do I dial differently when outside the United States or Canada? If Im traveling, do people have to dial something different to reach me?
> What if I forget my VoIP phone number, my VCP user ID or my password?
> What is CallBlast? How do I set it up and use it?
> Where can I find out how to use all the VoIP features?
> Why am I having a problem making international calls?
> Why am I unable to dial certain toll- free numbers?
Can I call anyone, or do they also have to be a VoIP subscriber?
This VoIP service allows you to call anyone anywhere. If they are a subscriber to this service also, our service is free and unlimited no matter what service plan you have selected.
Calls to phones not on this VoIP service count against the minutes in your Service Plan. If you have an unlimited Service Plan, you can call anyone in the United States and Canada (and possibly other countries if they are included) at no additional charge, within the Terms & Conditions of this Service . The other person is not required to use this service (or even have a computer).
If you make international calls, those calls are billed at low international rates (or count against your Service Plan if it includes international minutes). Directory Assistance is billed separately for each call.
Can someone place a collect call to my VoIP phone number?
Collect calls can come TO your VoIP phone number, but the operator may or may not be able to verify your billing address. So the answer is probably not. You can, of course, place a collect call FROM your VoIP phone.
How can I check my call activity and account settings?
Log in to the VoIP Control Panel (VCP) Web portal https://grc.voip4vips.net// with the user ID and password you received with your welcome e-mail. The VCP enables you to manage the features on your account. This includes: view received, missed, and dialed calls, check your voicemail, and change your 911 Emergency Call information (if you're in the United States or Canada). You can also configure CallBlast (a combination of Call Forwarding and Find Me / Follow Me / One Number services).
How do I make a three-way conference call?
If you're using an analog telephone attached to an ATA, place a call to the first party you want to call. Next, press the Flash button on your handset, wait for a dialtone, then call the second party. After the second party answers, press the Flash button again to participate in a three-way call.
If you're using an IP phone, consult the guide that came with your specific phone model.
How do I make local, long distance or international calls?
If you're from the United States or Canada, you dial 10-digit local numbers, long distance numbers and international numbers the way you always have. You can even leave off the 1 in front of any 10-digit U.S. or Canadian number because the service adds it for you. If you're used to dialing 7-digit local numbers, you can set up 7-digit dialing for any area code of the United States or Canada via your VoIP Control Panel (VCP) on our customer website.
For a number in the United States, Canada, Puerto Rico, U.S. Virgin Islands, or a few Caribbean countries, dial: 1 + area code + phone number (the 1 is optional). For example: 1-310-861-4700.
For a number outside the United States and Canada, dial: 011 + country code + phone number + #. For example: 011-44-207-6686000 #. (TIP: Pressing the # key after dialing an international number speeds up your call by up to 5 seconds.)
The VoIP service also supports 00 + country code + phone number for international calls for those people who are used to originating calls from outside the United States or Canada.
How do I set up and use my VoIP voicemail?
To access or configure your voicemail, either dial 00 from your VoIP Device, or dial your VoIP phone number from any phone, then enter * when the voicemail prompt begins. Follow the simple instructions you hear to configure or retrieve your voicemail. You may also have your voicemail sent to your e-mail address as an MP3 attachment, or you can use your Web-based VCP (VoIP Control Panel).
If I sign up with you, can I have toll-free "8XX" calls ring to my VoIP number?
You can either get a new toll-free number or "port" an existing 8XX number to the VoIP service provider and they can have it ring to your VoIP number. You pay a setup fee and a monthly recurring charge for this service; such calls are generally NOT included in your VoIP Service Plan, so they will all be billed at a rate per minute.
If I use VoIP from overseas, do I dial differently when outside the United States or Canada? If Im traveling, do people have to dial something different to reach me?
One of the major benefits of VoIP is that you can make and receive calls from anywhere on the planet where you have high-speed Internet access. Both how you dial and the phone number people dial to reach you remain the same no matter where you happen to be. If you're connected to the Internet, the VoIP service will find you and deliver the call to whatever device (ATA, SIP Phone, or softphone) you're using at the time. Understand that your call quality depends on the quality of the Internet connection you are using at the time.
What if I forget my VoIP phone number, my VCP user ID or my password?
E-mail the VoIP service provider for a reminder of your phone number, VCP user ID, and/or password, or the VoIP service provider will reset the password for you.
What is CallBlast? How do I set it up and use it?
Log in to the VoIP Control Panel (VCP) Web portal with the user ID and password you received with your welcome e-mail to set-up and configure CallBlast. The revolutionary CallBlast feature is a combination of traditional Call Forwarding and One Number (Find Me / Follow Me) services. You can have your VoIP calls ring simultaneously on your office, mobile, and home phones, or they can be set up to ring sequentially in any sequence and with whatever delay you desire. If you want to be found, this makes sure that you are! CallBlast is configured from your Voice Control Panel (VCP).
Where can I find out how to use all the VoIP features?
Click here to go to the VoIP Features Page
Why am I having a problem making international calls?
First, verify that you dialed the call correctly. If you are calling internationally, you need to dial 011 + Country Code prior to dialing the number. Keep in mind that due to the delays in routing of some international calls, you may have to wait before you hear the phone ringing from the far end. Give it a full 20 seconds before you hang up an international call.
Why am I unable to dial certain toll- free numbers?
The toll-free number that you're dialing may be a regional toll-free number and not a national number. Companies using toll-free numbers pay charges for every call and sometimes restrict where people can call them from. Because VoIP calls are routed via the Internet and because your VoIP number may have an area code that's outside your local or state region, your number may be identified as one the company with the toll-free number won't accept.
General VoIP Info
> How do I cancel my VoIP service?
> What are the basic requirements to use VoIP?
> What shipping method do you use?
> Why should I use VoIP?
> Will you contact my current telephone company to transfer or cancel my old telephone service?
How do I cancel my VoIP service?
You can cancel service at any time by e-mailing us. Service will be stopped within 24 hours and you will be invoiced appropriately.
If you cancel service and return any ATA or SIP phone (in re-sellable condition) to the place of purchase (based on the policies of the place of purchase for hardware devices) within 30 days of initial order, your setup/activation charge, device purchase, and any VoIP Service Plan fees will be refunded. The only exception is if you've made more than 250 minutes of long distance calls; then You are expected to pay for those calls at your VoIP Service Plan rates or pay for a month of your Service Plan, whichever is greater . After the first 30 days, you can cancel at any time, but you won't get your setup fee, device charge, or any Service Plan fees back.
What are the basic requirements to use VoIP?
You need high-speed Internet access, a touchtone phone, and an approved VoIP device. Whereas standard phones need an ATA (Analog Telephone Adapter) to use the service, IP Phones and softphones come VoIP-ready. If you are uncertain if your device is approved, please check with customer service.
What shipping method do you use?
The VoIP service provider will ship VoIP devices via tracked U.S. Post Office delivery, UPS, or FedEx. You should receive your device within seven business days of placing your order.
Why should I use VoIP?
Traditional phones and traditional rates are the dinosaurs of the 21st Century. VoIP provides the value you want now. You save money with VoIP compared to traditional telephone service. Many Service Plans allow you to make unlimited calls to the United States and Canada, and some include other countries as well. Your voice travels over the Internet using a regular phone and world-class VoIP technology. You also get loads of premium features at no additional charge, including three-way calling, voicemail, CallerID, call waiting, a Web-based account management application (VCP or VoIP Control Panel), and CallBlast, a highly-intelligent Call Forwarding / Find Me / Follow Me application.
You can be set up and making calls in under five minutes! Plug the VoIP device into your high-speed Internet router, hook up a cordless or regular phone, and start making calls at big money-saving rates immediately. Enjoy those same savings and features whenever you travel by taking your VoIP Device with you or by using the Softphone application on your computer. You can transfer your current phone number to VoIP, or it also makes a perfect second phone line.
Will you contact my current telephone company to transfer or cancel my old telephone service?
No, your VoIP service provider does not contact your existing current telephone company at all. If you are ordering new VoIP service, you choose a new VoIP phone number that works over your existing Internet connection, but you are responsible for making any changes to your existing current telephone service. You can use your VoIP number and your legacy telephone service at the same time, if that is your preference. Or you can transfer your existing phone number to number provided by the VoIP service provider in most cases.
Availability
> Are calls to the U.S. Virgin Islands (area code 340) or Puerto Rico (area codes 787 and 939) included in my Service Plan?
> Can I keep my current phone number?
> What shipping method do you use?
> Does it cost anything to transfer my current number to VoIP, and how do I do that?
> From what area codes or countries can I get a VoIP number?
> From where can I use my VoIP service?
> What happens to my service and number if I move?
> Will I be listed in the telephone book if I switch to a VoIP number?
> Will these numbers all ring on the same VoIP Device?
Are calls to the U.S. Virgin Islands (area code 340) or Puerto Rico (area codes 787 and 939) included in my Service Plan?
It depends on the Service Plan. Some include these areas and in others these are considered international calls. If you're not sure, contact customer service. Calls to Saipan and Guam (area codes 670 and 671, respectively) are always considered international calls.
Can I keep my current phone number?
In most places in the United States, you don't have to give up your existing phone number if you change to VoIP. To find out whether you can transfer it to VoIP service and what's involved, click here .
If you're new to VoIP, when you sign up, you are given a new VoIP phone number you use while your existing number is being transferred. You can use this temporary number to both make and receive calls, so you get all the benefits and cost savings of VoIP immediately. Then, when the transfer has occurred, you can either get rid of or keep this temporary number as a second, virtual number. If you do not cancel your Virtual Number, you are charged a small monthly fee starting 60 days after you signed up for service.
You may be charged a one-time or a monthly fee to transfer your current number to VoIP. Ask your service provider for details.
Tip: Many customers keep one regular telephone line or a mobile phone so that they can always dial 911 emergency services because 911 services may not be as reliable using a VoIP phone. For example, if your electric power goes out, your VoIP service won't work unless you have your whole network, including the VoIP Device, on a functioning UPS system (Uninterruptible Power Supply). You may also need to keep one regular phone line if your DSL service cannot be separated from it.
What shipping method do you use?
Very competitive international rates are offered via all Service Plans.
- Click here to see the international rates section for home users
Does it cost anything to transfer my current number to VoIP, and how do I do that?
You may be charged a one-time or a monthly fee to transfer your current number to VoIP. Ask your service provider for details.
Tip: If you're new to VoIP, when you sign up, you are given a new VoIP phone number you use while your existing number is being transferred. You can use this temporary number to both make and receive calls, so you get all the benefits and cost savings of VoIP immediately. Then, when the transfer has occurred, you can either get rid of or keep this temporary number as a second, virtual number. If you do not cancel your Virtual Number, you are charged a small monthly fee starting 60 days after you signed up for service.
From what area codes or countries can I get a VoIP number?
You can use choose a phone number (or multiple numbers) from any area code or country we support. Your VoIP service works anywhere on the planet you have Internet access, regardless of the phone number you choose for your account.
From where can I use my VoIP service?
You can use your VoIP service from almost anywhere on the planet that you can get high-speed Internet access, regardless of the VoIP phone number(s) you have chosen. Call quality will vary depending on the quality of the Internet connection you have, and satellite Internet service often has too much delay to support VoIP. Contact the VoIP service provider for a list of countries to which they ship and the related charges per VoIP device.
What happens to my service and number if I move?
You can take your VoIP device, service and number(s) with you wherever you move, even to a different country! This is truly a "phone number for life".
Will I be listed in the telephone book if I switch to a VoIP number?
VoIP numbers still cannot be listed in most areas of the country, but that may change as they are becoming more and more common.
Will these numbers all ring on the same VoIP Device?
You may purchase as many virtual VoIP numbers as you wish, and they will all be treated just like your primary VoIP phone number, including CallBlast. Each virtual number has a one-time activation fee and a monthly recurring charge associated with it. Calls coming to those numbers show up in your VCP just like calls coming to your primary VoIP number.s
Equipment Needed
> Can I take my ATA or SIP phone with me when I travel? How about a softphone with a headset or USB handset?
> Can I use multiple phone extensions with VoIP?
> Can I use someone elses ATA, SIP Phone or softphone with your VoIP service?
> Can I use VoIP service if I have a Mac (Macintosh) and/or Linux computer?
> Do I need my computer to use VoIP?
> Does VoIP support modems, TIVO boxes, or DirecTV boxes?
> Is VoIP a cell/mobile/wireless phone service?
> What devices do you support?
> What equipment do I need to use your VoIP service?
> What is a router, and do I need one?
> What is a SIP Phone?
> What is an ATA?
> What types of telephones work with the VoIP ATA?
> Will my answering machine work with VoIP?
> Will my fax machine work with VoIP?
Can I take my ATA or SIP phone with me when I travel? How about a softphone with a headset or USB handset?
Yes, you can do any of the above, but the most convenient is undoubtedly the softphone with a headset or a USB handset connected to your computer. A SIP Phone is quite large, and when you're at a hotel or WiFi hotspot that demands some type of login and registration for high-speed Internet access, you'll need your computer browser to get access. An ATA demands a single-line phone wherever you happen to go, and most hotel phones are digital, office-style handsets that can't work with the ATA. If you're at someone's house or an office that allows you to use their LAN, however, a SIP phone or an ATA should work just fine.
With the softphone, however, you avoid all the login problems at hotels and hotspots, and using an inexpensive computer headset or USB handset gives you high-quality calls that don't burn up your mobile phone minutes!
Can I use multiple phone extensions with VoIP?
Yes, you can. Here are the four ways:
- The easiest way is to use a cordless phone system that comes with a base unit and extra handsets. Plug the base station into the ATA. Multiple handsets can be placed anywhere in the house and all will use the same ATA.
- You can purchase a phone line splitter from retailers such as Radio Shack or Best Buy. Connect the single RJ-11 male side of the splitter to the PHONE port of the VoIP ATA. Connect two phones (or more, if you have a triple or quad splitter) to the multi-port, female side of the splitter.
- You can purchase wireless phone jacks that plug into your household electrical outlets. Connect the base unit to the ATA, and connect extra handsets into the jacks. Note that only the phone attached to the base unit can display Caller ID information. Although wireless phone jacks give you multiple extensions, you may periodically experience dropped calls on the extension phones and an inability to talk on more than one phone at a time.
- Some customers have attached their ATA directly into the existing telephone wiring in their homes in an attempt to distribute VoIP service to all the existing phone jacks in their home. Hooking anything to the ATA other than a single line phone is not recommended. If you want to try this, you should seek advice and help from an electrician or someone who is familiar with internal telephone wiring. It is highly recommended that you check the wiring on the jacks to make sure you don't have live PSTN voltage flowing when you connect your VoIP ATA (use a line tester - available at consumer electronics stores). Be advised that any damage resulting from practices contrary to manufacturers recommendations for the ATA will not be covered by warranty.
Can I use someone elses ATA, SIP Phone or softphone with your VoIP service?
Some VoIP Service Providers, like Vonage, lock their devices so that they cannot be used with anyone else's service. Others can be used, although you are charged $25 to walk you through the reprogramming required.
Can I use VoIP service if I have a Mac (Macintosh) and/or Linux computer?
Yes, you can! VoIP service and access to your personal VoIP Control Panel (VCP) are completely independent of your computer's operating system (OS). For VoIP, you only need a high-speed Internet connection and an IP device (ATA or IP phone). Any browser (Microsoft's Internet Explorer, Mozilla's Firefox or Apple's Safari) can access your VCP.
The softphone and IP-Fax Service, however, only work on PCs for now. You can use other softphones (Xten and SJPhone) on Macintoshes with the VoIP Service.
Do I need my computer to use VoIP?
The answer is No if you are using a VoIP ATA or IP Phone to make calls. The answer is Yes if you're using a Softphone application with the computer microphone and speakers, a headset or a USB handset.
Does VoIP support modems, TIVO boxes, or DirecTV boxes?
The issue here is not entirely dependant on the hardware but rather on the throughput that can be achieved. Bandwidth - the rate at which the system communicates with the VoIP system - that is too slow will not work properly. Some of these devices cannot achieve acceptable speeds.
VoIP service may support TIVO, Direct TV, and home security systems. Be VERY CAREFUL, however, in using VoIP for services that must work with a high degree of reliability, such as security systems. VoIP services do not work if power or your Internet access is out, and thus is not a good choice for a security system line unless you have your entire LAN backed up with a UPS (Uninterruptible Power Supply).
Is VoIP a cell/mobile/wireless phone service?
No, VoIP is not the same as cell (mobile) or wireless service. VoIP is a phone service that uses the Internet to make and receive calls, rather than relying on physical facilities (like cell towers, copper wire, or fiber optics). However, you can use a traditional cordless household telephone connected to an ATA (Analog Telephone Adapter). And a few manufacturers have started to make handsets that can use both WiFI VoIP and mobile networks, but there are very few places they can be used at this point.
What devices do you support?
The following VoIP-capable devices have been certified on our network:
Grandstream HT386 2-port ATA with Fax-over-IP support
Grandstream XV3000 3-line Videophone
Grandstream HT496 3-port ATA with built-in router and Fax-over-IP support
Grandstream XW4004 4-line ATA
Grandstream XW4008 8-line ATA
Linksys 1001 1-port ATA
Linksys 2100 and 2102 2-port ATA with built-in router and Fax-over IP support
Linksys 941 and 942 2-to-4 line SIP phones
Linksys 961 and 962 4-to-6 line SIP phones
Linksys WiFi phones
UT Starcom ATAs and WiFi phones
Cisco 7940 and 7960 SIP phones
Consult the installation instructions that came with your device for further information.
What equipment do I need to use your VoIP service?
You need a high-speed Internet connection (DSL, cable, or an office LAN), and either a normal telephone combined with an ATA (Analog Telephone Adapter) or an IP Phone. Both the ATA and the IP Phone plug into any available Ethernet connection on your home or business network. If there is only a single Ethernet connection on your DSL or cable modem, and your computer is plugged into this connection, you need to buy a router /firewall or an ATA combined with a router in order to use both your VoIP service and your computer at the same time. You can purchase an inexpensive router from any consumer electronics retailer, such as Radio Shack or Best Buy.
What is a router, and do I need one?
A router is a network device that manages the distribution of data to and from multiple devices on your home or office network. Because you probably want to use your computer for e-mail or Web surfing and your VoIP service at the same time, you typically need a router. You have three choices:
- Your DSL or cable modem may already have a router built into it, although this is not a usual configuration. In this case, the modem has multiple Ethernet ports built into it. Simply connect your computer to one Ethernet port and your VoIP device to another.
- You already have a router, to which your computer is connected. Plug your VoIP device into one of the free router ports. Most recently manufactured routers can work with your VoIP device right out of the box. If not, or if you are using an early generation router, usually you need only minor modifications to your router settings or a simple software download. No one can know the peculiarities of every router on the market, so e-mail customer support if you experience any problems with different equipment and help add to the knowledge database.
- You may need to buy a router/firewall, but typically one for your home or small office will be inexpensive and readily available. DSL/cable Web-safe routers that provide NAT and DHCP are recommended. VoIP works with most routers available for purchase today. If you are having trouble with your VoIP service on an older model router, download and install the router's latest software update from the manufacturer's Web site.
Router Configuration Guide
What is a SIP Phone?
A SIP Phone has an ATA built in to accommodate VoIP. A typical SIP Phone has 2 to 4-line office-type phone, such as the Linksys 941 or Cisco 7960, with multiple soft buttons that can be configured to transfer calls, access voicemail, do speed dial, and so on.
What is an ATA?
Any regular touchtone phone in your home or office can be used with your VoIP service. Corded or cordless phones work equally well, and multi-line regular phones also work fine. Most older office phones have proprietary, digital signaling, and don't work if connected to a VoIP device. The only way VoIP can work with these older key systems or PBXes is by connecting a multi-channel VoIP device between the central brain of the phone system and a high-bandwidth Internet circuit.
What types of telephones work with the VoIP ATA?
Any regular touchtone phone in your home or office can be used with your VoIP service. Corded or cordless phones work equally well, and multi-line regular phones also work fine. Most older office phones have proprietary, digital signaling, and don't work if connected to a VoIP device. The only way VoIP can work with these older key systems or PBXes is by connecting a multi-channel VoIP device between the central brain of the phone system and a high-bandwidth Internet circuit.
Will my answering machine work with VoIP?
Remember, your VoIP service comes with free, full-featured voicemail. Most people find that they don't want to use their very limited answering machine any longer so they switch it off when they change to VoIP service.
However, you can choose to continue using your answering machine if you want. Just remember to turn OFF the VoIP voicemail feature or you may end up with two different greetings playing at the same time! You do this by going to your VoIP Control Panel (VCP), selecting the CallBlast tab, then changing the number of rings on your Primary VoIP Line to something very large, such as 99. This step ensures that your answering machine always picks up first.
Will my fax machine work with VoIP?
Your fax machine should work fine with VoIP, depending on the type of faxing you do and what device you use. If you send or receive faxes longer than three pages on a regular basis, be sure to use an ATA that supports T.38 fax-over-IP protocol. Simply connect your fax machine to a VoIP device in the same way you connect a phone.
IP fax service with both inbound and outbound components is available. For inbound, you get a special fax DID or phone number, and faxes sent to that number are delivered to your e-mail address as PDF attachments. For outbound faxing, you install software on your PC which can send faxes from any Windows application. You pay separate setup and monthly charges for this IP-Fax service.
Billing VoIP Service
> Can I change my VoIP Service Plan at any time?
> Can I get a paper bill?
> Can unused minutes be carried to the next month?
> Do you offer any type of money-back guarantee? Whats your cancellation policy?
> Do you take any other payment method besides credit card?
> How is the first, pro-rated month of my VoIP Service Plan computed?
> How much do I pay for using more minutes than my plan allows?
> What are my startup costs?
> What if there's a problem with my credit card?
> What is the Regulatory Compliance fee on my invoice?
> What is the Universal Service Fund?
> What taxes and fees do I pay on my VoIP Device and Service Plan?
> What will be on my first invoice?
> What will be on my subsequent VoIP invoices?
> When do you charge my credit card?
Can I change my VoIP Service Plan at any time?
Yes, you may. The change will take effect at the beginning of the next billing period.
Can I get a paper bill?
A link to your invoice can be e-mailed to you every month. You can always print it out from your Web browser if you need something for filing purposes.
Can unused minutes be carried to the next month?
If you have a Limited Plan, you cannot carry over unused minutes from one month to the next.
Do you offer any type of money-back guarantee? Whats your cancellation policy?
If you cancel service and return any ATA or SIP phone (in resellable condition) that you've purchased within 30 days of when you ordered service, your setup cost, your device purchase, and any Service Plan fees we've charged, will be refunded to you. The only exception is if you've made more than 250 minutes of long distance calls, then you will be expected to pay for those calls at the appropriate rates or pay for a month of the Service Plan, whichever is greater. After the first 30 days, you can cancel at any time, but you don't get your setup fee, device fee, or any Service Plan fees back.
Do you take any other payment method besides credit card?
At this point, no. Special arrangements will be considered for larger corporate customers.
How is the first, pro-rated month of my VoIP Service Plan computed?
The percentage of days of that month from when you ordered service will be determined and multiplied by your Service Plan monthly fee. For example, if you ordered service on July 26, you had service for 6 days out of 31 in July, for a prorate multiplier of 6 / 31 = .1935. If you have a $14.95 Service Plan, you'll pay .1935 x $14.95 = $2.89 for July, plus another $14.95 for August, all of which will appear on your August 1 invoice.
How much do I pay for using more minutes than my plan allows?
It depends on where you call, and the specific rates are contained in the International Rate Tables (even if it's to the United States or Canada). The only extra charges are for Directory Assistance calls. All calls appear on your invoice.
What are my startup costs?
VoIP startup costs include the VoIP device (ATA or phone), if purchased with the service, generally a fee to setup and activate your account, and a shipping and handling charge for the device if appropriate. Appropriate sales tax will be charged on the device, depending on where you live. In addition, you'll be charged for your first month of 911, any applicable Regulatory Fees, and your first month of VoIP service. This last amount depends on which Service Plan you order.
What if there's a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any reason, we notify you immediately by phone or e-mail. If payment is not received after a few days, your VoIP account will be reluctantly suspended and later terminated. You are valued as a customer, but naturally payment needs to be provided for the service.
What is the Regulatory Compliance fee on my invoice?
Filings are made with State and Federal regulators about the nature and regulatory status of VoIP, and there are employees whose sole job it is to follow such issues and ensure compliance. This fee spreads these costs among our subscribers.
What is the Universal Service Fund?
The goals of Universal Service, as mandated by the 1996 Telecommunications Act, are to promote the availability of quality services at just, reasonable, and affordable rates; increase access to advanced telecommunications services throughout the Nation; and advance the availability of such services to all consumers.
The FCC recently mandated that VoIP providers are required to contribute to the Federal Universal Service Fund (USF). Because complaisance with this mandate from the FCC is required, the appropriate Federal USF is added to your bill, which is typically between $1 and $2 each month.
What taxes and fees do I pay on my VoIP Device and Service Plan?
You pay applicable sales taxes (state and local) on your SIP device. The Federal Government has ruled that VoIP Service has to pay Federal Universal Service Fund (USF) fees, and states and local governments are expected to follow suit shortly. You will be billed for the minimum taxes and fees which governments have mandated for VoIP service, but the free days are unfortunately over.
What will be on my first invoice?
Your first invoice will show all your startup costs (see: What are my startup costs?). In addition you'll see the pro-rated amount for the initial partial month of 911 fee, Regulatory fee, and Service Plan fee. We bill VoIP service monthly in advance, just like you pay for your cable television or local phone service. That means if you sign up on September 15 your October 1 bill will show you being billed for half a month of September plus all of October. It will show the initial credit card payment you made (if any), so you'll only owe the current month of service. All appropriate taxes and fees will also be added to your invoice, just like with any utility bill.
What will be on my subsequent VoIP invoices?
Your subsequent invoices will have the monthly Service Plan fee and the 911 and any Regulatory fee for the coming month. In addition, there will be charges for any long distance, international or Directory Assistance calls you made in the previous month that were not included in your plan, plus appropriate taxes and fees.
When do you charge my credit card?
If you are paying by credit card, invoices are created on the 3rd or 4th of every month for the previous month, and charge credit cards two to three days after that. We accept VISA, MasterCard, American Express and Discover cards.
VoIP and Networks
> Does VoIP work with WiFi or WiMax (wireless Internet) networks?
> If my PC connects to the Internet through a USB port on my DSL or cable modem and has no Ethernet port, how do I connect the VoIP ATA?
> Is it possible to cancel my traditional telephone service and still keep the DSL service I had on that line?
> What is broadband or high-speed Internet access?
> What is VoIP?
> What ports do I need to open if my VoIP ATA or SIP Phone is behind a firewall?
> Will VoIP service work with Internet access over satellite?
> Will VoIP work with a dial-up Internet connection?
Does VoIP work with WiFi or WiMax (wireless Internet) networks?
No problem. You can use VoIP if your wireless Internet Service Provider (ISP) or your home network provides an Ethernet connection into which you can connect your VoIP ATA. Many VoIP customers have wireless networks in their home or subscribe to a wireless ISP. In addition, there are Wireless Bridges that essentially transform certain SIP Phones and ATAs into wireless devices that can work with your wireless network, although a wired connection between your IP device and your router is preferred. In addition, if youre using VoIP via a Softphone with a headset or USB handset, you can call the world while sipping a cappuccino at your favorite Internet cafe, or wherever you log into a WiFi Hotspot.
If my PC connects to the Internet through a USB port on my DSL or cable modem and has no Ethernet port, how do I connect the VoIP ATA?
To use VoIP, you need to convert your high-speed Internet connection from USB to Ethernet. You can do this by connecting a router in between your DSL or cable modem and your computer, and then connecting your VoIP device to an Ethernet port on your router.
Is it possible to cancel my traditional telephone service and still keep the DSL service I had on that line?
You need to contact your DSL provider and ask them, because every provider has different rules and offerings. This service is known as Naked DSL.
What is broadband or high-speed Internet access?
The most common high-speed connections from homes are DSL (Digital Subscriber Line) and cable modems running at 256K to 768K (Kilobits per second). Businesses typically use either DSL running at 768K to 2M (Megabits per second) or connections known as T-1 (1.5M), T-3 (45M), or Ethernet (10M to 100M or even 1G (Gibabits per second)). Wireless Internet access protocols such as WiFi and WiMax are starting to become popular as well. You can use VoIP over any of these broadband Internet connections. The only high-speed access method that can have problems with VoIP is satellite Internet, due to the delay introduced by communicating with the geosynchronous satellite.
Check your real Internet download and upload speeds with any internet bandwidth test tool. These can be found by doing an internet search for bandwidth test.
What is VoIP?
VoIP (Voice over Internet Protocol) enables you to make and receive phone calls over your high-speed Internet connection. You can make calls using a wide variety of devices including a standard touch-tone phone attached to an ATA (Analog Telephone Adapter). With a good connection, you get the same or better quality as with traditional phone service, but you typically get many more features and pay far less for your calls than with your local telephone company (Verizon, AT&T, Qwest, Sprint, and so on).
What ports do I need to open if my VoIP ATA or SIP Phone is behind a firewall?
Most customers simply connect their ATA or SIP Phone to their router and start using the service because it is designed to work behind most firewalls. If you have an older or more complex firewall, make sure that UDP traffic from you to the outside world is open. Otherwise, you wont ever register with the server and wont be able to make calls. If you have any problems, definitely contact customer service.
Will VoIP service work with Internet access over satellite?
It depends on the Internet service, but probably not, or at least not reliably. Satellite service introduces quite a bit of delay or latency into an Internet connection due to the distance of geosynchronous satellites, and that delay makes it very difficult for any VoIP service to work properly, especially if there are very many "hops" between the satellite downlink and the VoIP server.
Will VoIP work with a dial-up Internet connection?
Customers successfully use VoIP over a dial-up Internet connection, but the clarity is nowhere near the quality of a high-speed connection. In addition, the call has to be made with a softphone application from the computer being used to access the Internet because you can't plug an ATA or a SIP phone into a standard RJ-11 telephone jack.
911, 411 and 900 Calls
> Can I call a 900 or 1-900 number from my VoIP phone?
> Can I use your service with my home alarm or security system or personal emergency response services company?
> Do you provide 911 or E911 services?
> Will I be able to dial 411 from my VoIP number?
Can I call a 900 or 1-900 number from my VoIP phone?
No. Our service will not complete any calls to any 900 or 1-900 numbers.
Can I use your service with my home alarm or security system or personal emergency response services company?
In theory, it should work simply by connecting your alarm to one of our ATAs in the same way that the alarm connects to a normal telephone line. However, it is recommended that you keep a regular phone line for a home alarm/security system or personal emergency response device because your VoIP device depends on your broadband Internet connection and electrical power. If your power goes out, your VoIP service will not work unless your entire network is on a UPS system (Uninterruptible Power Supply). Consult your current alarm service provider for further information.
Do you provide 911 or E911 services?
This VoIP service is compliant with the regulatory mandates for VoIP providers to support 911 Emergency Calling services in both the United States and Canada. Even so, it is suggested that customers may wish to keep a regular phone line (often used for their DSL service) or a mobile phone, because dialing 911 from one of those phones can be a more certain way of reaching Emergency services. See the appropriate section of our Terms & Conditions of Service for more details .
Will I be able to dial 411 from my VoIP number?
Directory assistance (411) is available for a specified charge per call. Simply dial 411 from your VoIP device or Softphone.
VoIP Glossary
> ATA
> Bandwidth
> DHCP
> Digital Subscriber Line (DSL)
> Firewall
> Firm Order Confirmation (FOC) Date
> Kbps, Mbps, Gbps
> Local Number Portability (LNP)
> Modem
> Network Address Translation (NAT)
> SIP
> SIP Phone
> Slamming
> Softphone
> USB Handset
ATA
This is an acronym for Analog Telephone Adapter. Typical home and single-line office phones, whether corded or cordless, use analog signaling to communicate with your local telephone companys switch. An ATA takes those analog signals and converts them into data that can be transmitted over the Internet.
Bandwidth
Bandwidth is the amount of data that can be passed along a communications channel in a given period of time. Usually measured in bits-per-second, bandwidth is the capacity of your Internet connection to transmit and receive data. Bandwidth has two directions - "upstream" for uploading data or your side of a VoIP call and "downstream" for downloading data or the other side of a VoIP call. Upstream is almost always considerably less than downstream, and the lower of the two determines what your real network capacity is for VoIP calls, since a conversation, by definition, is a two-way exchange. If your cable company tells you that your Internet is 2Mbps, for example, that means you have a maximum capacity (not guaranteed) of 2Mbps of downstream capacity, but you may only have 200-300Kbps of real upstream capacity at peak Internet usage times, which means you may have VoIP quality issues if you or someone else in your house is using the Internet for games or is downloading large files.
DHCP
DHCP is the acronym for Dynamic Host Configuration Protocol, which allows the automatic assignment of IP addresses to multiple devices attached to a network. Your ISP typically uses DHCP to assign a public IP address to your DSL or cable modem, whereas your router uses DHCP to assign an internal or private IP address to each device on your home or office LAN.
Digital Subscriber Line (DSL)
Digital Subscriber Line, or DSL, is a type of Internet service that comes through your phone line.
Firewall
A firewall is a system designed to block unwanted network traffic going in and/or out of your home or office network.
Firm Order Confirmation (FOC) Date
Firm Order Confirmation (FOC) is the finalized date for your current phone number to be transferred to VoIP service. The local carrier that is releasing the number issues this date.
Kbps, Mbps, Gbps
These are all measures of how much data a particular service or circuit can transmit over a given period of time - always a second in these cases. The acronym "bps" stands for bits per second, and K, M and G stand for Kilo (thousand), Mega (million) and Giga (billion), respectively. A bit is the smallest increment of digital data - a 0 or a 1 - and 8 bits make up a byte of data. Thus 256 Kbps means 256,000 bits of information per second, which is the speed at which some slower DSL modems function. 1.5 Mbps is the speed at which a T-1 circuit functions, whereas 10M, 100M and 1G are the speeds at which Ethernet, Fast Ethernet and Gigabit Ethernet, respectively, function. A highest-quality VoIP call needs around 90Kbps of upstream and downstream capacity, whereas a lower-quality (like a medium-quality mobile phone call) needs 25Kbps.
Local Number Portability (LNP)
The freedom to keep your existing phone number and transfer it to different Service Providers or even to a different type of service (fixed line to mobile phones, for example) is referred to as Local Number Portability, or LNP. Your current number can be transferred, or ported, to the VoIP service, if available in the city where you live. Even if you don't see your city on the list of available numbers, go ahead and check, because it may well be available.
Modem
Modem is short for Modulator/Demodulator, and is a piece of equipment that converts digital signals to analog signals and vice-versa. Modems are used to send data signals (digital) over the telephone network or the cable TV network, both of which are usually analog (thus DSL modems and cable modems). A modem modulates binary digital signals into tones that can be carried over the telephone network. At the other end, the demodulator part of the modem converts the tones back to digital binary code.
Network Address Translation (NAT)
In computer networking, network address translation (NAT, also known as network masquerading or IP-masquerading) is a technique in which the source and/or destination addresses of IP packets are rewritten as they pass through a router or firewall. It is most commonly used to enable multiple hosts on a private network to access the Internet using a single public IP address.
SIP
SIP stands for Session Initiation Protocol, which is the most common protocol used for VoIP.
SIP Phone
This is a telephone that has an ATA built into it, so it natively sends and receives VoIP.
Slamming
In telecommunications, slamming is the changing of a customer's telephone service, either local or long distance, without their knowledge or approval. This is why either an LOA (Letter of Authorization) or a verbal TPV (Third Party Verification) is required before your current phone number can be transferred (or ported) to VoIP service.
Softphone
A softphone is a software application that enables your computer to work as an IP phone. All softphones present a dial pad on your screen that can be used to place and receive calls. For communicating, you can either use your computers microphone and speakers (usually not very good quality), or you can use a headset that is plugged into the headset port of your computer, or a handset that looks like a mobile phone and plugs into a USB port.
USB Handset
This is a portable phone that connects to a computer via the USB port and uses a Softphone application and the computers Internet connection to place and receive calls.
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