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VoIP |
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| Frequently asked questions - FAQ |
| Here you will find the answers to the most frequently asked questions concerning NewNet VoIP (Voice over IP). |
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Important:
If your Broadband service fails your Voice over IP service will also fail. Your service may cease to function if there is a power cut or failure. These failures may be caused by reasons outside of our control.
Please note that you cannot, at present, make 999/112 emergency service calls from a VoIP phone. If you need to make an emergency call this must be done using a standard landline or mobile phone.
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- What is Voice over IP?
- Voice over IP - VoIP - is the routing of voice telephone calls over
Internet protocols - passing voice telephony over the Internet or other
Internet based systems. Calls can be placed to other users who remain
within the Internet system (on-net calls) or can be placed to external
users via a break-out switch.
- Why should I use a VoIP based system?
- A VoIP based system provides an additional phone line that can be used
for both making and receiving standard voice calls. VoIP provides a
cost effective alternative to installing a second standard telco (BT)
line or provides an opportunity to cease an existing second line.
VoIP offers you the opportunity to make use of a telephone number in a
different exchange area - an opportunity to appear local in Yellow
Pages but with a single location.
- NewNet VoIP offers a flexible voicemail system and the
opportunity to get detailed call statistics
- What sort of number can I have?
- You will be able to select a number at sign-up. We will provide a
number in your normal geographic area or you can select a number in a
specific code area (you could have a London number even though you are
in Fareham!). You can also select from a range of Gold, Silver or
Bronze numbers at additional cost.
- What do I need?
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When you order the NewNet Broadband VoIP service you will be provided
with a pre-configured VoIP/ADSL router. This has connections for both
PCs and standard analogue telephones. Just connect the router to your
ADSL activated BT line, plug in the PCs and either standard analogue
telephones or DECT units and away you go!
- What equipment do you provide?
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We provide a pre-configured Alcatel Speedtouch 780WL Wireless VoIP
router. This provides 2 analogue PSTN ports (both will be configured to
the same VoIP line number), 4 10/100 ethernet ports and a Wireless
Broadband access port. You will need to provide the analogue telephones
to connect to the router.
- Can I keep the same VoIP number if I move house?
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Yes! Once the number is assigned to a VoIP service it can be used
anywhere. Your VoIP router will be programmed with details of your
service - if this is moved to a new location the number will remain.
- Can I use my existing numbers?
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Yes, if you have a BT number they can, subject to survey, be ported to
our VoIP system. The process is that you sign up with a temporary
number and apply for the port. Number porting takes between 7-15
working days for a simple BT line and costs £20. Please do
remember that, when you port a number away from BT, BT will cease that
line and all associated services such as broadband.
- Can I make free calls?
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Calls between users of the NewNet VoIP system and certain other
connected VoIP services are free. Just dial the number for the user.
Check our cross-calling page for details of how to make free calls to users on other inter-connected systems.
- NewNet VoIP allows you to make FREE calls to the NewNet Customer Service Helpdesk - just dial 100 from your NewNet VoIP phone!
- NewNet VoIP allows you to make FREE calls to the Dedicated VoIP Service Helpdesk - just dial 150 from your NewNet VoIP phone!
- Can I use NewNet VoIP to call Skype etc?
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We do connect to a number of VoIP providers but these do not include
Skype or Tesco as their systems are 'closed' and cannot be reached from
people outside their network. Please note that some Skype users may now
use inward calling with externally dialable numbers - calls to these
numbers will be charged at the normal rates for the appropriate number.
- What are the call rates for using the VoIP service?
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Call rates will depend on the number called. Calls to other users of
the NewNet system and connected VoIP services are free - calls to
standard national and international landlines are normally at rates
below the standard BT charge. To check calls rates to specific numbers
please go to our Call Rates page.
- Are the call charges from landline/mobile TO my VoIP line different
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As we provide a regular UK land line number fo your VoIP service,
callers making calls to your VoIP line will pay the same to call you.
- Can I cease my normal PSTN line?
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NO! Your normal PSTN line carries your Broadband ADSL service - if you
cease this line you will cease your Broadband service and with it your
VoIP service. If you cease your Broadband line you will be liable to
any charges to reconnect the line and to re-activate Broadband service.
You may choose to make calls via the VoIP service rather than the
standard PSTN line - these will, in most cases, be cheaper than
standard BT call rates.
- Will my VoIP service work if I have a power cut?
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No - your ordinary PSTN telephone does not need a separate power
connection to work but, as VoIP relies on your Internet connection, if
your broadband router does not have power then your VoIP phone will not
work
- Are there any numbers that I cannot call using VoIP?
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You can call most national and international phone numbers apart from
premium rate numbers.
Please note that you cannot, at present, make 999/112 emergency service calls from a VoIP phone. If you need to make an emergency call this must be done using a standard landline or mobile phone.
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