VoIP General FAQ

Information on VoIP technology in general, its features and benefits.

VoIP FAQ

What is VoIP and how does it work?

VoIP (Voice over Internet Protocol) allows you to make telephone calls over an Internet connection rather than over a conventional telephone network. VoIP converts your voice signal from your telephone into a digital signal that travels over the Internet and converts it back at the other end so you can speak to anyone with a regular phone number.

What do I need to get started?

You will only require a high speed Internet connection, a VoIP phone which can be plugged straight in to your Internet connection or a VoIP adapter (to use with your standard telephone) and you can start making calls. You will also have to sign up with a VoIP Service Provider such as VoIPtalk.

Do I need to install anything on my computer in order to use VoIPtalk?

You don't have to install anything on your computer. You can use VoIPtalk using a standalone VoIP phone or a VoIP adapter. However, if you don't have a VoIP phone or a VoIP adapter, then you will have to download a softphone and install it in order to make calls using your PC. For more information on downloading and installing a softphone go to our VoIP setup instructions.

What do I choose - PC-based telephone or hardware or equipment-based VoIP services?

Much depends on what your requirement of VoIP is. PC or software based services are cheaper or even free, but offer fewer additional features. However, Software-based VoIP runs on your desktop or laptop making it more flexible and allows you to travel with it to anywhere in the world. Hardware/Equipment-based phones work like a standard phone, but come with enhanced features such as call forwarding and call diverts.

Does my computer have to be turned on to make VoIP calls?

No. Your computer can be turned off unless you are using a softphone to make and receive calls. If you have a VoIP telephone or if you are using a VoIP adapter with your handset, you don't require to have your computer turned on, but your modem or router need to be turned on and your connection active. You only need your PC to configure your VoIP phone or VoIP adapter. For configuration instructions go to our VoIP setup instructions

Can I use my computer while I talk on the phone?

Yes. Your telephone works independently of your computer. Therefore you can use your computer or surf the net while you make and receive calls.

Can I use the service during a power outage? What happens if somebody calls me when my computer is switched off or during a power outage?

No. Your VoIP telephone/adaptor requires electricity to operate. However, VoIPtalk offers dial plan services to manage your calls in the event you are offline. For more information check out our dialplan configuration instructions.

Can I block caller ID?

If you do not want your telephone number displayed on an internal or external call, you can dial *141 before making an outgoing call. Alternatively you can change the settings in your account to 'Hide Caller ID'. To find out how, please see our user guide. If you wish to check your call ID state, dial 908.

How is VoIP different from a traditional telephone system?

VoIP works just like an ordinary telephone with the only difference being that with VoIP your telephone works via your broadband connection instead of the conventional telephone network. VoIP also offers you the benefit of making local, long distance and international calls for less, is high quality and has more features than most traditional phone service offerings. Since VoIP uses broadband, it allows the provision of additional lines without the additional cost of line rental. With VoIP you can get an inbound number which can be from any country or area code you prefer, even different to the area in which you live. This means if you live in London and get a Paris number, you will not incur long distance charges if you call a number in Paris, regardless of geography. But people in London phoning your Paris number will incur long distance charges and your local calls in London will be charged long distance.

How do I make calls using VoIPtalk? Do I have to dial a special number?

No, there is no need to dial a special number. Making and receiving calls with the VoIPtalk service is the same as with a standard telephone/mobile. For calls within the UK you have to dial the full number including the area code and for international calls dial 00 followed by the country code.

To dial other VoIPtalk users, simply dial their VoIPtalk ID from your VoIP Phone. All calls to other VoIPtalk users are absolutely free.

Do I get a receipt or an invoice when I add credit on my VoIPtalk account or place an order?

You get an electronic receipt from our payment gateway and an invoice for your order will be available from your account page.

I have a faulty product, am I eligible for a refund?

You may be eligible for a refund or replacement if the product is returned in its original packaging within 7 days of receipt under our "no-quibbles" policy. Please read our Returns Policy. If the product is faulty you are entitled to a refund or replacement.

Does VoIPtalk offer custom telephone numbers or geographic numbers?

Yes, we offer custom telephone numbers, geographic and non-geographic numbers. Numbers are usually provided randomly. However, non-geographic numbers can be selected. Custom telephone numbers / geographic numbers are available for different cities from which you can choose, but are provided at a cost and are subject to availability. You can also be provided with an incoming number which can be from any country or area code you want.

I want two sequential geographical numbers - one for phone and the other for fax. How can I ensure that the numbers I get are sequential and if there are any available?

You will first have to sign up to the account you require. The numbers are usually sequential. However, if they are not, then send us an email at sales@voiptalk.org and we will replace the two numbers with sequential numbers.

I live in Spain and I need a DDI or a VoIP number that is in Dublin. Do you provide this service, if so how much would it cost me?

Yes, we can offer you a Dublin number for a £4.99 monthly rental. We offer a wide range of International Numbers.

Will my DDI for Dublin work for both incoming and outgoing calls?

Yes, however we can't guarantee that the outbound call ID will always be displayed as there are dependencies on carriers and telephone devices.

How long does it take to set up my DDI?

Set up normally takes two working days.

How can I get international DDIs or blocks of DDIs or extra channels?

Extra channels and international / blocks of DDIs are available on request. You can email your request to sales@voiptalk.org. DDIs for European countries cost £6.99 and rest of the world £8.99. All DDIs will be charged a set-up fee of £10.

Will I be able to keep my VoIP telephone number if I later decide to transfer my service to another provider?

In most cases yes, although this may depend on your alternate provider.

Can I retain or transfer my BT phone number to my VoIP account?

Yes, some BT numbers can be ported to our service. Please check our number porting section.

I am paying two different bills for the same VoIP number - 1. UK Geographic Number 2. Prepay Silver. Do I need both of these to use the VoIP number although I only require xxxx number?

You need not pay for both. We can make one of your subscriptions zero value which means you will be paying for only one, in this instance, the Prepay Silver.

How can I change my credit card details?

You can change credit/debit card details for a recurring payment online, login to your VoIPtalk account and select \'Manage my subscriptions\'. If your payment fails owing to wrong credit card details, you will be sent an email with a link that will enable you to renew/change your details. Alternatively you have to make a new payment with your new details. VoIPtalk does not store credit card details

How do I cancel my account?

If you have a paid subscription, you can request a cancellation here. Please note that there is a one month cancelllation notice.

We have an employee that would like to work from home, and have an analogue extension off our office pbx so that he could make and receive calls to and from other extensions etc as if he were at the office. What is required to meet this requirement? Is a fixed IP address required at both sites or can the units stay connected using a stun server or similar?

What you requires is an FXO adaptor/gateway interfacing to your PBX with the analogue line that would normally connect with the analogue phone and a VoIP Phone or VoIP Adaptor (the latter in combination with a standard analogue handset) installed at the employee's premises. The employee will need to have broadband and a router to make this work.

A fixed IP address is not required, you can configure the FXO gateway at the office to route to a VoIP extension registered to a VoIP provider (for example route to: XXXXX@voiptalk.org) or, you could route to an internal ip address if you have VPN between your office and the employee's premises (route to: XXXX@192.168.XXX.XXX). Our service supports NAT traversal so, as long as you have configured the device appropriately you do not have to worry about stun or port forwarding.

In terms of the hardware required, FXO adaptors can be found here: www.voiptalk.org/fxo+adaptor

FXS Adaptors can be found here: www.voiptalk.org/adaptors

VoIP Phones can be found here: www.voiptalk.org/phones

I am on Prepay Silver. Should I wish to downgrade the service, what should I do?

To downgrade a Prepay Silver subscription you would need to send an email to sales@voiptalk.org with your VoIPtalk ID stating which subscriptions you want to change. Please note that we require 30 days notice when cancelling a subscription.

I am an existing VoIPtalk customer. How do I upgrade my service package?

Go see our VoIP services and click on the package you wish to upgrade to. Follow instructions given on the 'upgrade' section of the page.

I currently have 4 VoIPtalk IDs, but only two are being used. Could you delete the IDs that are no longer in use?

You will have to contact technical support. Raising a query on this page enters your request directly into our ticketing system and is the fastest way to contact support.

My VoIPtalk Geographic Number has been cancelled. I did not request for cancellation and I was not informed or aware of an expiry date. How can I reactivate my number?

Your number may have been cancelled because a payment failed. You can reactivate your subscription here within one month of cancellation. Your number will be reactivated automatically upon renewal.

My call credit has been allocated to the wrong VoIPtalk ID. Could you please allocate the credit to the xxxx number in my account?

Yes. If you send us your VoIPtalk IDs, we can move your credit to the specified account.

How long have you been in business?What happens to my number or s if your business goes bust?

VoIPtalk has been in business for over 3 years. In the event of any unfortunate incident you have the option of porting your number/s to BT. This can be done via our partners in the UK who register the numbers.

How do I change the address details on my account?

1) Log in to your account

2) Under the 'Account Details' section click 'Edit my address book'

3) Add the new address and tick the 'Make primary' box

4) If required, delete the old address

Can I change my VoIPtalk password?

If you want to update the password you use with your VoIP device (also called SIP password), click on the VoIPtalk ID from the control panel and you will be given the option of changing it. To change the password to login to the website, go here.