Frequently Asked Questions
Q: Why should I use a VoIP Phone
System?
A: With VoIP you can:
- Avoid buying an expensive
phone system
- Have phone extensions in
multiple locations
- Make calls between remote
offices without cost
- Have inbound numbers in
different area codes - be local in yellow pages but a single
office
- Have a flexible voicemail
system with SMS and Email
- Have unlimited capacity for
calls - grow quickly
- Get detailed call statistics
- Ring different phones in
your office at different times of day
Q: What
about call quality and reliability?
A: We find that as long as
customers have sufficient bandwidth to operate the service
correctly, they experience excellent call quality. For an
optimum experience, we recommend bandwidth speeds of at least
448kbit/s upstream & downstream.
Q: Do I have to have broadband to use
it?
A: Yes, ISDN and dialup
modem users may find the sound quality is much more variable.
It's important to make sure you are using the correct codec to
compress the voice data if you are using a lower bandwidth line.
g729a or GSM are codecs recommended for dialup and ISDN use.
On an ADSL line with 448kbit/s upstream, you can get 3 to 4
concurrent calls. When using our service in a busy office of up
to 10 people, customers typically dedicate one broadband service
to their phone provision.
Q: Can I use my existing numbers?
A: Yes, if you have a BT
number they can, subject to survey, be ported to our system.
The process is that you sign up with a temporary new number,
then we put the port through, and replace the temporary new
number. Number porting takes 7 - 14 working days for a simple BT
line and costs £19.99+VAT. It is important to remember that when
you port a number away from BT, BT will cease that line, and all
its associated services such as broadband.
Q: What sort of new number can I have?
A: We provide a number in
your local geographical area (01 or 02), or you can choose
a more memorable number from £19.99+VAT.
Q: How many numbers do I need?
A: It depends on how many
calls you expect to have at anyone time and whether you want DDI
(in which case it's one per person). Otherwise, each number supports 2
concurrent phone calls.
Q: Can I redirect to another phone
number or Voicemail?
A: Yes. You just pay the cost of diverting (which
is a standard outgoing call).
Q: If I move house, can I keep the same
number?
A: Yes - once the number is ported to a VoIP operator
like us, it can be used anywhere where there is an Internet
connection.
Q: Are the call charges from
landline/mobile to VOIP noticeably different?
A: No, we provide a regular UK land line phone
number, or you use your ported number, so calls made to you are
charged at the usual rates.
Q: Would using an adaptor allow me to
connect through other providers (Tesco, Skype, TalkScan etc.) to
maximise my savings?
A: We do connect to a number
of VoIP providers, but not Tesco or Skype as their systems are
'closed' and cannot be reached from people outside their
network.
Q: What about my fax machine?
A: We do not recommend putting fax machines on VoIP
lines and would suggest putting it on the PSTN line which hosts
your ADSL and/or use our Fax2Email service.
Q: Will my VoIP phone work if the power
fails?
A: No - Your ordinary phone doesn’t need a separate
power connection, but as VoIP relies on your internet
connection, if your broadband router has no power, your phone
won't work either.
Q: Are there any phone numbers that
VoIP phones can't call?
A: You can phone most phone numbers, apart from
premium numbers. The big exception is the emergency services.
You can't call 999 on a VoIP phone at present, so in an
emergency you would need to also have a mobile or landline.
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Broadband