About VoIP
Getting VoIP
Using VoIP
Your VoIP Account
VoIP Features
VoIP Equipment
About VoIP
What is VOIP?
VoIP stands for “Voice over Internet Protocol.” It is a new way of making
and receiving phone calls over a broadband Internet connection. VoIP offers
consumers the benefit of calling – locally, long distance and internationally
– for less money, with comparable quality and reliability, as well as features
in line and beyond many traditional fixed line phone service offerings.
Will VoIP save me money?
In most cases, VoIP customers will enjoy lower call rates than their
current fixed line service. Take a look at our great call rates!
What do I need in order to use VoIP?
In order to use VoIP, you will need the following:
- A broadband Internet service such as DSL or Cable from or any
Australian ISP. 256k/64k DSL connections are sufficient, however
512k/128k is recommended. Your modem must have an Ethernet port.
- An Ethernet port on your PC in order for you to use the Internet at the
same time.
- VoIP phone adapter to use with normal phone or VoIP Phone.
- Sufficient electricity supply for the phone adapter.
- A credit card with an Australian billing and shipping address.
- Retaining your standard telephone connection is highly recommended.
What Internet connections will VoIP work with?
DSL and Cable broadband services are suitable for use with VoIP provided
your modem has an Ethernet port. Wireless and Satellite Internet connections
are not recommended for VoIP. Broadband modems with only a USB port will not
work with the VoIP service.
Dial-up Internet connections are also not suitable for use with
VoIP.
Is an Internet service included with VoIP?
No, VoIP does not provide Internet access. Information on BusinessPhoneAustralia’
broadband Internet plans can be found on our broadband
pages of our website.
How reliable is the VoIP service?
Whilst the VoIP service is a very reliable service, it is subject to a
number of external factors, which are beyond our control, and therefore we
cannot absolutely assure our customers that it will be available
unconditionally. For example, VoIP is dependent on your electricity supply,
your broadband Internet connection, other carriers, and the Internet in
general. Therefore VoIP is not recommended as a replacement for your standard
fixed line telephone service, and so it is highly recommended that you retain
your standard fixed line service.
It is also highly recommended that you
inform any third-parties who come to your business (such as visitors, tradespeople) of the presence of your VoIP service, that the
VoIP service differs from a standard fixed line service in some respects, and
that they should not assume that the VoIP service will function identically
to a standard fixed line service. As most VoIP providers do not have emergency 000 calling access.
How does the sound quality compare to my current phone?
At best the quality is equal to your current phone line quality. In some
instances due to Internet congestion and other factors beyond control of the
service provider, sound quality may be reduced.
Does the “Customer Service Guarantee” (CSG) apply?
In consideration of the inherent limitations of VoIP and the lower cost of
the VoIP service, we require you to waive your rights under the CSG, to the
extent that the CSG is applicable to a VoIP service. More information about
the CSG and this waiver is available on request.
Getting VoIP
How do I sign up for VoIP?
Visit our
Sign Up area
Follow our easy online order process and
we will contact you to choose the plan that meets your needs. If you would rather place your order by
phone, contact our sales department on 1800 461 311.
How much does it cost to call someone using VoIP?
View VoIP's great call rates
How long will it take to receive my VoIP phone adapter?
Most customers will receive their VoIP phone adapter in 5-7 days after
signing up. If you do not receive your phone adapter within 7 days after
placing your order, please call customer service on 1800 461 311.
How will you charge me for the service?
Most VoIP providers charge your credit card or have to go into direct debit arrangement.
Monthly
charges, such as your monthly plan fee are billed in advance. Usage charges,
such as calls are billed in arrears or might be different according to provider you go with.
What is the minimum contract term?
In general there are no long-term commitments with VoIP; you can cancel at any time.
Your plan fee will be billed monthly along with any call charges. Should you
wish to cancel your service, you will be billed for the current months plan
fee and any outstanding call charges but once again depends on provider as well.
Is VoIP service available in my area?
VoIP service is available wherever broadband services can be connected in
Australia*.
* Limited exclusion in some exchanges in
South Australia.
Will my VoIP phone number be listed in the phone book?
No. Your phone number will not be listed in the WhitePages™, YellowPages™
or directory assistance.
Using VoIP
Do I need a computer to use VoIP?
No. The VoIP phone adapter will connect directly to your
broadband modem. You do need a broadband connection and retaining your fixed
phone line service is highly recommended.
Note: In
some cases a computer may be required for the initial set up of the VoIP
service.
Can I use my computer and VoIP at the same time?
Yes. You can make and receive calls while surfing the web, however the
VoIP service may be impaired if you do so, depending on the type of surfing
or downloading, and your broadband connection speeds.
Does VoIP count towards my broadband data usage?
Yes. As VoIP uses your broadband connection to make and receive calls, it
will count towards your broadband data usage. You should check this with your
Broadband provider.
As a rough guide, a call on VoIP can use around
150Kb to 250Kb per minute. A 10-minute call would use roughly between 1.5MB
and 2MB.
How can I tell the difference between VoIP and my fixed line
service?
When you use VoIP, you will notice a different dial tone than the one you
would normally hear on your fixed line service.
When calling other people, do they also need VoIP or another Voice
over IP service (VoIP)?< | top
No.
VoIP allows you to call other people in the same way you would with your
fixed phone line service, without the high call costs.
Can I call any number using VoIP?
You will be able to call most phone numbers with your VoIP service,
however some numbers cannot be called due to being barred for fraud prevention
and other reasons. The following are a list of phone numbers or services that
cannot be dialed:
- 090
- Satellite
- 1234
- Audio Text
- 4078300147
- 239291207
- 62361752402
- 2463472788
- 31622854436
- 239291051
- 239281209
- 239292239
- 239292237
- 239291056
- 67835002
- 2463472965
- 2463472776
- 448702461138
- 19010xxxxx-19010xxxxx
- 190112xxxx-190113xxxx
- 19020xxxxx-19021xxxxx
- 19023xxxxx-190249xxxx
- 190251xxxx-190251xxxx
- 190253xxxx-190254xxxx
- 190256xxxx-190289xxxx
- 1903xxxxxx-19063xxxxx
Can VoIP be used to call 000 emergency services?
VoIP can not usually be used to call the emergency number 000, you
should not regard any VoIP service, including VoIP, as a reliable service in
an emergency. You should also maintain a Basic Telephone Service, for use in
emergencies and in case of a power failure.
How do I receive phone calls with my VoIP service?
In the normal manner, your phone rings, you pick it up and start talking.
If your adapter is unplugged or out of service for any reason, the caller will
receive an “Out of Service” automated voice recording.
What will my friends pay if they call my VoIP number?
Your friends will pay the same call rates they would be paying if they
called your normal telephone service. However, if your friends also sign up to
same VoIP cpmpany they can speak to you for free provided they call you in VoIP number not traditional number.
Should I keep my current fixed service when I sign up for VoIP?
Yes. You should retain your standard phone service to ensure you can make
emergency calls or if there is a power failure, or your broadband connection is
temporarily unavailable or speed-throttled / shaped.
Can I move my current phone number to VoIP?
No. You cannot currently port your fixed line phone number to VoIP. Your
VoIP service will come with its own unique phone number. Nor can you
currently port your VoIP number to another service, unless we have porting
agreements with your proposed new service provider.
Can I relocate my VoIP service to another address?
Yes, most providers do not care where you call from as long as you have internet access there you can use their VoIP.
Can I take my VoIP service with me when I travel?
Yes, most providers do not care where you call from as long as you have internet access there you can use their VoIP.
Will VoIP work if power to the phone adapter is lost?
VoIP requires a mains power supply in order to operate. If power is lost,
due to a power outage or blackout it will not work.
Can I use phone banking and other similar services with VoIP? (DTMF)
Yes. you can use other services, including phone banking
and utility providers with menu based phone systems with positive results.
Should you have problems using these services with VoIP.
Your VoIP Account
How do I change my personal information?
You can change your personal information by logging into your online account manager provided by the provider.
How do I change my billing address?
You can change your personal information by logging into your online account manager provided by the provider.
Can I change my plan at any time?
Most providerd do let you change plan at the end of billing cycle.
Can I cancel the service at any time?
Most providerd do let you cancel plan at the end of billing cycle.
What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any
reason, provider will notify you immediately via e-mail or phone. If they are not able
to contact you within a reasonable amount of time or do not receive a response
from you, service will be suspend.
What should I do if my credit card is declined?
Contact provider of log into online account manager and try to save new card details or choose another mode of payment if available.
How do I change my credit card information?
Simply by loggin into online account manager.
Who do I call if I have questions regarding my invoice?
VoIP Service provider
VoIP Features
If I sign up with VoIP, will I still have the same features as my current
telephone service? What features are currently available?
Although VoIP uses a different technology than your current phone service,
in most cases it offers the same features, including:
- Call Forward
- Call Return
- Call Waiting
- Last Number Redial
- Caller ID
- Caller ID Block
top^
Will I get a phone number?
Yes. if it is inlcuded in the plan you will be given a unique VoIP number that will look and function
like your fixed line telephone number else you can buy one paying monthly fee.
Is voicemail available with VoIP?
Most provider do offer Voice mail.
VoIP Equipment
Can I use my current phone handset with VoIP?
Yes. VoIP works with most phone handsets designed for fixed line phone
service use, if used with VoIP adaptor.
What is a phone adapter or an ATA?
A phone adapter or ATA (analog telephone adapter) is a small device that
allows regular telephone handsets to make and receive calls using
VoIP.
Can I use a phone adapter from another VoIP provider?
Normally, if you buy adaptor from a provider it is locked to their network but if you buy inlocked one you can use it.
Can I use a phone adapter that has not been purchased from BusinessPhoneAustralia?
Yes.
Can I use the phone adapter I purchase from BusinessPhoneAustralia with another VoIP
provider?
At the time of sale we will tell you if it is locked. Locked ATA can not be used with other provider but unlocked one can be used with another provider.
What warranty is provided with the phone adapter provided by BusinessPhoneAustralia?
A one-year warranty is offered on the phone adapter from BusinessPhoneAustralia from the
date you purchased the VoIP product.
Can I use other devices (fax machines, analog modems etc) with VoIP?
No, VoIP is not suitable for non-voice applications. The following is a
list of known devices and services, which are incompatible with VoIP:
- Fax Machines
- Analog Modems (e.g. Dial-up modems)
- ISDN
- Security monitoring services
- EFTPOS / ATM services
If your device or service is not listed
here, please contact BusinessPhoneAustralia for more information.
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