VoIP FAQ

Your VoIPtalk login details and SIP passwords provide access to your account. If you disclose these details to anyone, or they manage to obtain them without your permission or knowledge, they would be able to log into your account and make calls, running up call charges and using up your call credit. This username/password combination must therefore be kept secure at all times. You should always choose strong passwords for your account (both the VoIPtalk web site login password and your SIP passwords). A strong password would typically have the following characteristics:

- Minimum 9 characters, Maximum 10
- Includes letters
- Includes mixed case
- Includes numbers
- Includes punctuation
- No similar characters

If you are using VoIPtalk with an IP PBX platform such as Asterisk or 3CX, you should also make sure that secure passwords are used for the telephone extensions particularly if the telephone system can be accessed from outside your network. Never leave default passwords on any accounts or hardware - change them to strong passwords. If you are disposing of an IP telephone or any other device which stores passwords then make sure that you remove any password details first.

Read our complete guidelines on password security here.

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.

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.

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.

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

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

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.

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

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

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.

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

Extra channels and international / blocks of DDIs are available on request. You can email your request to sales@support.voiptalk.org. DDIs for European countries cost £4.99 and rest of the world £8.99. All DDIs will be charged a set-up fee of £10.

If you have a paid subscription, you can request a cancellation here. Please note that minimum contract terms may apply, please see complete Terms and Conditions.

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

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.

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.

Set up normally takes two working days.

VoIPtalk has been in business for over 7 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.

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.

To downgrade a Prepay Silver subscription you would need to send an email to sales@support.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.

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.

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.

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.

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

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@support.voiptalk.org and we will replace the two numbers with sequential numbers.

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

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.

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

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.

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.

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.

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

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

No. It's FREE to sign up with VoIPtalk and there is no monthly subscription fee or any hidden costs associated with the standard service. When you sign up with VoIPtalk, you will have to top up your account to make and receive calls. We offer additional features and lower tariffs with our Prepay Silver and VoIPtalk Unlimited packages. Click here to find out more.

You can call almost all numbers as you would from a regular phone. To be able to make emergency calls you must register your address against your incoming numbers. You can do this by logging into your VoIPtalk account. The number must be assigned as your caller id so that emergency services can best deal with your call. Access to selected directory service 118 numbers are provided. For a list of 118 numbers available on VoIPtalk, please visit the UK Directory Enquiries Destination in the prepay silver section of the VoIPtalk tariffs page. VoIPtalk also currently provides all of its subscriber's access to a speaking clock by dialing 9123.

In most cases, yes, call rates are significantly lower than traditional telephone networks while calls to other VoIP destinations are cost-free. You are charged per minute rates for calls outside the VoIP network. Using VoIP can also reduce your line rental costs as it utilises high speed Internet connections for both voice and data. Check our rates for more information.

Yes, you can access your voicemail from anywhere in the world. With VoIP, you can get your voicemail delivered to an email address of your choice, enabling you to access voicemail from anywhere.

To find out if you can, check here.

Yes, you can call any phone number as if you were calling from a traditional phone line if you have credit in your account. Calls to other VoIPtalk numbers and VoIP networks are free (See our useful numbers guide), while calls to traditional phones or mobiles are charged at a very low rate. For calls to normal phones, check our call tariffs.

Yes. You can divert your incoming number if you have call credit and an incoming number.

Yes. With our fax to email feature, faxes can be routed to any email destination you choose. You can purchase one of our numbers featured on our Fax-to-Email section. Once the service has been activated, faxes sent to the number are routed to your email as an attachment allowing you to receive faxes anywhere and at any time you access your email.

Yes. With our Prepay Silver package you can get additional features such as voicemail, SMS call back and lower tariffs.

This is possible using a dedicated VoIP telephony system. Check out our VoIP PBX offering.

Yes, you can take your VoIP adapter when you travel and use it with most telephones. You only need access to a high speed Internet connection and you can use the VoIPtalk service anywhere in the world. Calling would be the same as if you were dialling from your home or business and you would not incur additional charges.

We don't provide such a service for IAX. We just hand over the calls to your IP PBX. If you had Prepay Silver and were using SIP with your IP PBX you would be able to set up some failover rules.

Yes. You can opt for one of our Business Edition VoIP solutions. VoIPOffice Hosted is an ideal solution for enterprises and is offered at an affordable monthly fee.

Your VoIPtalk password can be found on the main account page of your VoIPtalk account, by selecting the related VoIPtalk ID. This password is also know as a SIP password and is required for the configuration of a VoIP device.

VoIP is as reliable as the Internet. Most of the reliability issues of VoIP have to do with either an individual service provider or the VoIP equipment that you may be using. There are several problems that you can run into due to bad installation or misconfiguration. VoIP is also secure just like a traditional phone service. With encryption, VoIP calls can be even more secure than those placed over traditional phone lines.

There are two ways to do this.

1. Set up a local Asterisk box; Purchase a number from VoIPtalk, and then divert the number using our inbound number management facility and online instructions.

2. Use VoIPOffice Hosted Edition which allows you to manage dial plans, call forwarding etc. via the web console.

Yes, you can call other VoIP networks for Free. Since you are making calls over your broadband connection, you need not maintain and pay the additional cost for a telephone line just to make calls. By placing phone calls over the Internet, you are bypassing the phone company and its charges entirely.

Our VoIPtalk Unlimited package is restricted to one concurrent call and 3,000 minutes a month.

There are no special charges that a caller incurs when calling one of our Incoming Numbers. The caller is charged as normal by their network provider. This is true for our entire range of numbers: UK geographic / Non-geographic, European Numbers and Rest of World Numbers.

Yes. VoIPtalk provides access to a portal where you can check your call logs, credit and account balance and download your call logs on to your computer.

Operating a VoIP network is much more cost-effective than operating a traditional phone network. We are able to save on expensive and cumbersome telephone equipment and switches. VoIPtalk leverages its partnership with Tier 1 carriers to ensure reliable and low cost call termination.

Any set up fee/monthly subscription would have to be paid by debit or credit card on a recurring payment authority.

This depends on the provider, but normally, callers would pay the same as calling any other number. However, there are no special charges that callers would incur to phone a VoIPtalk number.

The cost of calling 0871 numbers varies from network to network, but typically, it's about 10p per minute.

The call rates remain the same regardless of where you are calling from. You can check our call tariffs online.

Yes, you can use your cordless phone in combination with a VoIP adapter.

Yes, your existing analogue phone would plug into the SPA 3000. All the SIP settings would be specified on the SPA3000 using the web interface.

Yes, you can connect your analogue telephone handsets to the VoIPtalk service by using a VoIP adapter. All you need to do is plug in your telephone into the VoIP adapter which connects to a high speed Internet connection. For configuration instructions of your VoIP adapter, go to our VoIP setup instructions.

Not unless it is a VoIP phone. You have to use a VoIP phone to connect to the service. We have configuration instructions for Nokia VoIP Phones which support VoIP and standard mobile telephony. We also have configuration instructions for the Acrobits softphone which can be used on the iphone.

USB phones act as a soundcard (microphone & speaker) and dialpad for use with a softphone or other VoIP-compatible applications installed on your PC. Check out VoIPtalk's USB telephone for more information.

Our range of analogue VoIP adaptors will allow you to 'VoIP enable' an existing analogue device. All the products on our website have been tested with VoIPtalk. For some devices you may need an RJ11 adaptor with ring capacitor. These are an option on most of our products and cost approximately £2 each.

You will require some type of VoIP device. This may come in the form of:

1. IP Telephone. This is like a normal phone except that it communicates using an IP connection. These phones plug straight into your router or LAN hub. You can check out VoIPtalk's range of IP Telephones here

2. Softphone. This is an application that runs on your PC and uses your PC's soundcard for audio transmission.

3. VoIP Gateway. This device converts analogue traffic from your analogue phones into VoIP traffic. They are usually referred to as FXS (Foreign Exchange Station) devices. You can check out VoIPtalk's range of VoIP Gateways here

4. VoIP Adaptor. This device is similar to a VoIP Gateway device except that is designed to interface a single analogue phone. You can check out VoIPtalk's range of VoIP Adaptors here

In addition to a VoIP device you will require an Internet connection (preferably broadband) and an IP router.

An IP phone comes with integrated VoIP capability. IP phones are available as software and hardware. The software IP phones known as softphones require a PC and either a soundcard with speakers and microphone or a USB phone.

You can use analogue phones by connecting them to a VoIP adapter or use a softphone which has to be downloaded and can be accessed with a PC. Alternatively you can use a VoIP phone or a USB phone in combination with a softphone which you can simply plug into your USB port.

Of course, that's the whole point! With the VoIPtalk service, you can:

Call other VoIPtalk users for free by dialling their VoIPtalk ID

In addition, using SIP, you can dial someone else using their SIP Address, for example: sipid@domain.com. Note: This may not be applicable on particular phones or networks

With H323 or SIP, you can dial another user by dialling their IP Address. This is referred to as peer-to-peer communication. Note: This may not be applicable on particular phones or networks.

You can call almost all numbers as you would from a regular phone. You can call the 999/112 emergency numbers. Access to selected directory service 118 numbers are provided. For a list of 118 numbers available on VoIPtalk, please visit the UK Directory Enquiries Destination in the prepay silver section of the VoIPtalk tariffs page. VoIPtalk also currently provides all of its subscriber's access to a speaking clock by dialing 9123.

To do this, you will need a provider who will redirect PSTN callls to your VoIP destination. VoIPtalk offer two services geared at providing this solution.

1. When subscribing to VoIPtalk you automatically receive a VoIPtalk ID and VoIPtalk password. In addition, your friends can reach you by dialling 0870 068 VOIP. They will be prompted to enter your VoIPtalk ID and they will then be routed through to you.

2. You can also choose to purchase your own unique 0845 and 0870 and UK Geographic numbers to point to your VoIPtalk account.

As in the case with incoming PSTN calls, you willl need a provider who can redirect VoIP traffic to a PSTN destination.

The VoIPtalk service allows you to make calls to PSTN numbers and mobiles. All you need to do is sign up for a free account number and then purchase some call credit and you're ready!

First you will have to reset your voicemail pin. To do this go here.

After you have reset your voicemail pin, you can access your voicemail messages and options by dialing 9200 from your VoIP phone or 0845 004 9200 or +44 (0)20 7043 9200 from a traditional telephone. At the prompt please enter your voicemail pin (set in the first step above). You will be prompted for your VoIPtalk ID when dialing from a traditional telephone.

For further instructions, please see our complete voicemail guide.

Ensure that you have entered a 10 digit phone number to which you want your calls diverted (area code + phone number) If the number you entered is a long distance number you will have to enter the country code too. Long distance charges would apply.

A VoIP phone has all the basic features of a traditional phone. In combination with the VoIPtalk service we can provide enhanced features such as speed dial, phone book, distinctive ring tones that can be customised, 3-way conferencing, call barring, call transfer, call waiting and caller ID.

Most cable broadband providers do not supply fixed public IP addresses. For this reason you have to ensure that you use our outbound proxy nat.voiptalk.org.

Yes. In such a case, configuration of the VoIP device is simplified as you no longer have to worry about port forwarding or NAT traversal.

Yes. However you need to watch out the following configuration setting:

Set the outbound proxy setting on your VoIP phone's configuration to: nat.voiptalk.org:5065. This setting will also allow you to use multiple phones behind the same NAT router.

For more information on VoIP phone settings, click here.

Yes. If your wireless connection has enough bandwidth for the voice traffic, you will be able to use the VoIPtalk service over a wireless network. VoIPtalk also sells wireless phones.

Normally you will need to budget for 80kbps per phone upstream and downstream. As a general rule we don't recommend more than 2 phones on a standard ADSL connection. Check out www.voip-calculator.com .

Ideally you will need a broadband connection with a speed of at least 128 kbps (like ADSL) to ensure good call quality and successfully use VoIP. There are various reasons for this.

1. You need at least 64 kbps download plus 64 kbps upload bandwidth to make an uncompressed VoIP call. Otherwise you will need to compress your VoIP traffic using compression codecs such as G.729 which can decrease the bandwidh to approximately 30 kbps. However such methods of compression are usually used in situation when multiple calls are going over the same connection, not when bandwidth is restricted to under 128 kbps. If you have dial-up you will be very fortunate to achieve decent call quality even when using compression.

2. A braodband connection is 'always on', thereby ensuring that you can receive and make calls with minimum interruption.

3. Depending on how you use your Internet connection, you want to make sure that you have enough bandwidth left over for typical Internet traffic (e.g. emails, web browsing, file downloads).

If you are unsure of how your Internet connection will be able to cope, try testing your connection for VoIP here .

Ideally, you should have a broadband connection ( > 128 kpbs). There are various reasons for this:

1. You need at least 64 kbps download plus 64 kbps upload bandwidth to make an uncompressed VoIP call. Otherwise you will need to compress your VoIP traffic using compression codecs such as G.723 or G.729 which can decrease the bandwidth to approximately 20 kbps. However, such methods of compression are usually used in situations where multiple calls are going over the same connection, not when bandwidth is restricted to under 128 kbps. If you have dial-up you will be very fortunate to achieve decent call quality, even when using compression.

2. A broadband connection is usually 'always-on' thereby ensuring that you can receive and make calls with minimum interruption.

3. Depending no how you use your Internet connection, you want to make sure that you have enough bandwidth leftover for typical Internet traffic (eg emails, web browsing, file downloads)

If you are unsure of how your Internet connection will be able to cope, try testing your connection for VoIP here .

There could be two possible reasons for this. You may have failed to respond to our request for billing verification OR our system may have detected several failed transactions on your account and automatically prevented further attempts.

Configuration instructions are available at our VoIP setup instructions.

Please visit our VoIP setup instructions for configuration instructions for all VoIP devices.

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

There could be several reasons for this.

1. If you have problems with inbound calls, it could be that you have not configured your phone properly. For configuration information goto our VoIP setup instructions.

2. If you are diverting your number to another number, it could be that you haven't included the country code or you do not have sufficient credit to support the divert.

3. If your subscription is for a geographic number, it could be possible that your subscription has been cancelled due to some reason. Contact our support team.

4. If you have routed the number to an external destination like your PBX or another provider, please check your details and ensure that your SIP provider is not blocking traffic. Check your Asterisk configuration go here.

5. Loss of Internet connectivity, check with your ISP. If you have checked all of the above and the problem persists, contact our support team.

Rebooting the phone means to turn off your phone and turn it back on again. To reboot the phone, disconnect the cord supplying the electrical power to the phone and plug it in back into the same port a few seconds later. Some phones allow you to reboot from the keypad on the phone and some by pressing a button in the phones web program.

There are two types of passwords - Login Password and VoIPtalk Password.

- To retrieve your Login password go here and enter your email address. A new password would be sent to the email address specified.
- To retrieve your VoIPtalk password go to your account page and click on your VoIPtalk ID.

It could be that your phone is set to DND. Check your phone's display to make sure that DND is not active.

We are unable to credit your account until you provide us billing verification in the form of a fax/scan of a utility bill, bank statement or identity card. On receipt of one of the above, you can successfully add credit to your account.

VoIPtalk charges 5p per SMS and charges are deducted from your account credit.

You may send SMS to any UK mobile network. Unfortunately our service does not offer SMS to foreign networks.