Support FAQ

About The Internet and VoIP Technology

The VoIP (Voice Over IP) protocol allows you to make and receive phone calls through your broadband Internet connection using a standard touch-tone phone.

You make a call using VoIP by dialing a number on your phone, as you always have.

To receive a call using VoIP, simply pick up your phone when it rings, as you always have.

All VoIP calls are carried over the Internet until each call needs to be directed to a regular phone line. This allows you to save money on local, long distance, and international calls. When you sign up, you are also given a new phone number that others can use to call you on your new VoIP service (though you may also be able to transfer your old phone number to the VoIP service). You will then be able to keep this phone number, no matter where or how often you move.

VoIP provides the same quality as a traditional phone service, and you get more features for less money.

  • Substantial savings compared to traditional phone services
  • Regular local phone service is no longer needed
  • Ability to move anywhere and keep the same number
  • Detailed online tracking to monitor your account activity
  • Phone features not offered by traditional phone providers

Broadband Internet access is a service that provide very fast Internet access, sufficient to carry multiple data transmissions simultaneously. There are several types of broadband connections including:

  • Cable modem
  • DSL
  • T-1
  • Fractional T-1
  • T-3

The voice quality of VoIP is dependent on the speed and quality of your internet connection. Most broadband Internet connections are fast enough to support VOIP Connections service.

Note: VOIP Connections service is not recommended for use with dial-up Internet access.

No. The VOIP Connections service works independently from your computer, so you do not need a computer. Additionally, your computer does not need to be turned on when using VOIP Connections. You do need to have a broadband Internet connection.

No. VOIP Connections does not require a computer. You speak through an ordinary touch-tone telephone connected to a VOIP Connections-provided adapter.

That said, The VOIP Connections service DOES support Soft Phone clients for your PC or laptop so if you want to talk through your computer, you can. A Soft Phone client is software that, once installed and executed, allows you to make calls through your computer using a microphone and speakers (for an example of softphones, see X-Ten or Eye-P). The sound quality will depend upon your computer’s audio equipment.

VOIP Connections currently support the G711u codec. VOIP Connections intends to support others in the future, including G726-32 at 32kbps and G729a at 8kbps.

VOIP Connections Basics

No. VOIP Connections is not a cellular phone service provider. VOIP Connections allows customers to make and receive telephone calls using their broadband Internet connections. However, you can connect wireless (cordless) telephones to a VOIP Connections adapter.

Yes. If VOIP Connections offers phone numbers in a city or town near you there’s a good chance you can keep your existing phone number if you switch to VOIP Connections. This is called Local Number Portability (LNP).

In order to begin enjoying the VOIP Connections service, we recommend that you sign up with a VOIP Connections number. Then, when any issues have been resolved, we can begin porting your number. In the meantime, we suggest that you downgrade your current land line to the minimum level of service while you wait for LNP to take effect. You can continue to use your VOIP Connections number to make your local and long distance calls at our great rates.

Learn more about Local Number Portability (LNP).

The VOIP Connections service includes free voicemail. So, an answering machine is not necessary. If you prefer to use an answering machine, remember to turn off your VOIP Connections voicemail feature by accessing the VOIP Connections Account Portal.

The default setting for voicemail is ‘on’ when you first activate your VOIP Connections service.

Though VOIP Connections customers have experienced high success in placing and receiving fax transmissions, VOIP Connections has not yet certified support for fax.

As many as you would like, and you save money every month on each one. Currently, VOIP Connections supports one primary line per device/account. Therefore, if you would like an additional primary number, you will need to open an additional account.

Yes. Your VOIP Connections service and web account is accessible via any modern web browser, and from any Internet connection, world-wide. PC or Mac, Windows or OSX, it’s your choice.

For Residential Customers
There are four ways to plug multiple handsets into your Phone Adapter. Currently, only phone port 1 is active on VOIP Connections-supplied telephone adapters.

  • You can purchase a multi-line adapter jack, and then connect it to the phone port of the Phone Adapter. This will allow you to have multiple phones wired on a single VOIP Connections line. These adapters are readily available at retail locations that sell home telephone accessories, such as RadioShack.
  • Some VOIP Connections customers use cordless phone systems that come with a base unit and extra handsets. The base station of the cordless telephone plugs directly into the Phone Adapter. Multiple handsets can be placed anywhere in the house. Cordless phone systems are available at most retail consumer electronics stores.
    Y

  • ou can purchase wireless phone jacks. The base unit connects to the Phone Adapter and the wireless jacks plug into your household electrical outlets. A telephone connects to the wireless jack. Please note that only the phone attached to the base unit will display Caller ID information. Although wireless phone jacks may accomplish multiple phone extensions, you may periodically experience dropped calls on the extension phones and an inability to talk on more than one phone at a time. Wireless phone jack equipment is available at RadioShack and other telephone accessories retailers.
  • Some of VOIP Connections customers have considered plugging the Phone Adapter directly into the existing telephone wiring in their homes, attempting to distribute VOIP Connections service to all the existing phone jacks throughout their home. The manufacturer of the adapter does not recommend hooking anything to the adapter other than a telephone. VOIP Connections recommends that you seek advice and direction from an electrician or someone who is familiar with internal telephone wiring on how to best connect it to your current household wiring to take advantage of multiple handsets. We would advise that you pre-check the wiring on the jacks to make sure you don’t have live PSTN voltage on the jacks before connecting them to the Phone Adapter. If your home has a network interface, you may be able to unplug your wiring from the PSTN. The status of your phone wiring can be determined using a line tester, such as those that are available at RadioShack.

Any damage resulting from practices contrary to manufacturers recommendations for the Phone Adapter will not be covered by warranty.

For Enterprise Customers
Enterprise Customer will be provided with 4,8 and 16 port adapters. They can connect 4,8 and 16 phones accordingly. In case the calls are terminated to your EPBAX, the number of users in your EPBAX can use this service.

Yes. Your computer and the VOIP Connections service can share your Internet Connection.

Yes, but VOIP Connections 911 service operates differently than traditional 911.

Learn More about EMERGENCY 911 SERVICE.

You may connect any telephone communication device to your VOIP Connections adaptor. However, VOIP Connections strongly recommends that you keep a simple phone line for a home alarm or personal emergency response device. Remember, the VOIP Connections service depends upon your broadband Internet connection, and electric power. If the connection goes down, or if power is not available, you will not be able to make or receive calls, nor will your alarm system. Please consult with a qualified alarm system technician before connecting your alarm system to a VOIP Connections line.

VOIP Connections and Your Internet Service Provider (ISP)

No. VOIP Connections is not an Internet Service Provider (ISP) and does not provide Internet service. You must already have broadband Internet service to use VOIP Connections.

To use the VOIP Connections service, the only requirement is a high-quality broadband connection. VOIP Connections recommends at least 128kbs of bandwidth (64kbs uplink and 64 kbs downlink) be available per phone line. Although 128kbs is the minimum required, we recommend 150kbs to allow for a buffer of 22kbs for Internet usage (web browser and email) while talking on the phone.

VOIP Connections is not recommended for dial-up Internet connections, due to the slow speed of dial-up modems. To use VOIP Connections you must have a broadband Internet service. See also: What is broadband?

No. At this time, VOIP Connections service does not support Internet service provided by satellite. -

No. At this time, AOL Broadband service does not support VOIP Connections.

No. VOIP Connections does not recommend ICS for Windows. The default lease time is automatically set for only 6 minutes. The Phone Adapter needs a virtually infinite lease time. Otherwise the phone adapter may reboot in the middle of a call. We recommend that you purchase a DSL/Cable web-safe router that will provide NAT and DHCP for your network.

Learn more about NAT at wikipedia.com
Learn more about DHCP at wikipedia.com

VOIP Connections Features

All of our Basic calling features are included in your monthly plan at no additional charge.

View a complete list of Advanced Features.

All of our Advanced calling features are included in your monthly plan at no additional charge.

* Significant restrictions apply to Unlimited Plans. Consult the Terms and Conditions for details.
** Unlimited Plans do not include calls to International Mobile Phone Numbers or to Special Services Numbers such as Toll-Free or Caller-Paid Information Services or 900 Numbers.