FAQ

We've had many questions about our service since we began. If you have a question, it's probably been asked before!


What Is VoIP?

The word VoIP is short for Voice Over Internet Protocol, which in less technical terms means "a voice being sent over the internet."

For you and me VoIP is great because it means your voice being send over the Internet, very cheaply, to family, friends and fellow workers.

How Does VoIP Work?

For years the internet has allowed us to send text, images, video and sounds to each other. From text we've made emails, we can share images of our holidays with family and we can look at the latest movie trailer.

VoIP has harnessed the ability to send sound over the internet as a way of bypassing the telephone and phone companies.

Very simply any two computers attached by broadband to the internet can act as your new telephone, and for a cost that is either free or substantially cheaper than traditional methods.

When VoIP first appeared the obvious limitation of VoIP was that both people in the VoIP Call needed to have a broadband connected computer. This is no longer a problem. It is now possible to call a landline directly by signing up with eVoIP.

What Is The eVoIP Product Exactly?

eVoIP allows you to enjoy internet to internet calls as normal but gives you the ability to start a call on your computer and have it ring on a regular phone anywhere in the world.

The dramatic advantage of using eVoIP is that you no longer have to switch from the computer to the regular phone depending on who you want to talk to. Also all your eVoIP charges will also typically come out much cheaper than using the your regular phone.

eVoIP's advantage includes:

  • No flag fall
  • Complete and instant records of you calls, durations and costs
  • Charged by the second

* eVoIP is typically cheaper for short local calls and long distance calls.

Why Is eVoIP Cheaper?

Because the service is pre-paid and very straight-forward, overheads are greatly reduced. Things you won't find with eVoIP include:

  • Line rental
  • Flag fall
  • Complicated 'special offers'
  • Monthly fees
  • Equipment rental
  • Drop out and reconnection 'discounts'
  • Different rates for different times of day

What Is eVoIP's Sound Quality Like?

Our customers tell us that the sound quality of eVoIP is amongst the very best in the business. We get a lot of very positive feedback regarding the voice quality and clarity of eVoIP, which is why so many of our customers come from competing and inferior sounding VoIP providers.

Are There Any Monthly Charges Or Account Fees?

No. There are no fees, rentals or charges of any kind. You simply pay for your calls.

What Are The Call Rates?

All our call rates can be found here. In summary:

  • 15c calls anywhere in Australia (local or national) for up to an hour.
  • 25c per minute calls to mobiles within Australia
  • Free calls to other eVoIP users
  • International call rate sheet

Why Are All Calls Terminated After One Hour?

We have to do this to remain competitive, and we believe that this will not be a practical restriction for most users.

How Do I Pay For My Calls?

eVoIP is a pre-paid service. When your credit runs low, you "top up" your account by adding money to your account from your credit card by logging into your account and making a payment. Payments are immediate and you can make calls straight away.

My Account Is Asking Me To "Verify" My Initial Payments. What Does This Mean?

As a security precaution, when you first sign up your card is charged $5 across two payment. You are given $5 credit to use immediately. However, before you can make further payments to your account you must verify the first two payments by looking at your credit card statement, or phone/internet banking, and making a note of the two charge values. Only once you have entered the two amounts on your statement can you continue to make further payments. We have had to introduce this measure to fight credit card fraud, and we feel it is only a minor inconvenience for such security.

Do You Offer Technical Support?

We can only offer very limited technical support as we do not have the resources to cater for all the various equipment and combinations of systems which our customers use. Configuring a device to use a VoIP provider is generally quite straightforward however it does require a certain amount of technical skill. We would refer you to the manufacturer of your ATA or router if you had configuration problems beyond our support ability.

Can I Use My Normal Telephone Handset?

Yes, you can, but you'll need a special device called an ATA. Many ADSL routers even come with an ATA built-in, so you can connect your handset directly.

Can I Use Any ATA Or Do I Have To Buy One From eVoIP?

As long as your ATA supports SIP accounts and is configurable, you should be able to use it with the eVoIP service. The ATAs we sell are just standard ATAs.

Can I Use My PC To Make Calls?

There are software packages that will let you run a VoIP call. These VoIP software packages, otherwise known as VoIP client, are numerous.

Clients we know of include:

Typically the packages will install onto your computer, and require some settings to be entered to connect to the eVoIP service.

How Do I Call Another eVoIP User Directly?

Every eVoIP user has an 8-digit number. To call another user, simply dial 010 followed by their 8-digit number.

For example, if the person you want to call has an account number 12345678, then to call them you would dial 01012345678.

Are Calls Between eVoIP Users Free?

Yes. Calls made between eVoIP accounts are free.

Does eVoIP Provide A DID (Directed Indial Number)?

No. eVoIP does not provide DIDs - it is purely for outgoing calls.

Can I Use My Existing Internet Connection?

As long as you have broadband access (ADSL or Cable) you can use eVoIP. Some of our customers also report good results using wireless internet (such as iBurst). We would not recommend a dial-up connection and would expect the voice quality to be very poor under that circumstance.

Does eVoIP Support 13xxxx/1300/1800 Numbers?

Yes. However, some numbers which route calls based on the caller's location may not work as expected.

Doe eVoIP support DTMF During Calls?

Yes. You must specify 'PCM' as the DTMF option on your ATA if available. Other DTMF options may also work.

Okay, I'm Interested. How Do I Set Up An eVoIP Account?

Unfortunately eVoIP is unable to process new registrations at this time.

I've Entered The Details As Per My Account Information But I Can't Make A Call ...

Check the following:

  1. Check all spelling and case. Remember that your password is case-sensitive.
  2. The network you've created must be set to active, otherwise it won't register on our network.
  3. Always dial using an area code. Evoip is nationwide, so an area code is necessary for us to properly route your call.
  4. Ensure there is only 1 active eVoIP connection per VoIP phone.
  5. If you have a firewall, enable port 5060 udp. Your firewall application may prompt you to do this when you try to make a call.
  6. Check that the audio codec you use is supported by our network. Supported codecs include G.711, G.723, G.726, G.729, GSM, slin, lpc10, SpeeX and iLBC.
  7. If you are using a hardware ATA (Analogue Telephone Adaptor) ensure that the handset is properly connected. ATAs usually have built in logging which will help you isolate any problems.

Please contact us for help when all else fails!