Frequently Asked Questions

In simple terms - what is VoIP?

VoIP - or Voice over Internet Protocol -- uses your broadband Internet connection to allow you to make and receive telephone calls. It can replace your traditional telephone line or be used to complement it, for example for a home office.

What do I need to use VoIP?

Depending on the method you use, you need either an IP phone that plugs straight into an Ethernet connection or connects via a wireless LAN, an Analogue Telephone Adaptor (ATA) that connects an existing phone to the broadband connection, or a headset connected to your PC and VoIP software, also known as "soft phones".

All allow you to make and receive calls. The method you choose will depend on your needs and what your service provider offers.

Is it expensive to use?

For computer to computer calls, or to subscribers to the same VoIP service, calls are usually free. Charges occur when you connect from your VoIP service to the public phone system, to call either landlines or mobiles.

However, even when making calls to these lines, costs are typically much lower than conventional call charges. Many VoIP services provide unlimited calls within a set geographic region (such as the UK)for a fixed monthly fee.

Is it difficult to set up?

Set up differs depending on your VoIP service and your own home or office network configuration. In most cases the process will be plug and play and a good VoIP provider will offer detailed instructions as well as any software and hardware.

Setting up VoIP if you have particularly stringent security requirements, or need to connect to an office phone system, is more likely to need expert help.

I already pay for my broadband connection, so why do I have to pay again to use VoIP?

It isn't always necessary to pay for VoIP: there are free services. But in order to access the public phone network, a service provider has to maintain its own equipment, known as a switch, and its Internet and landline connections

The VoIP service will also have to pay the landline or mobile company to carry a VoIP call to a non-VoIP user (known in the industry as "termination charges"). This is why VoIP services either need to charge a subscription, or charge by the minute, for calls outside their own networks.

Who do I speak to about using VoIP?

There are a variety of different companies who specialise in VoIP, each offering a range of services suitable for business and residential customers.

To ensure you find a company that meets your precise needs do what you would do before buying any similar service: search the Internet, speak to friends and read reviews in the press.

Find out which companies are getting a good reputation; VoIP is still a relatively new technology and finding the right supplier for you is vital.

What should I look for in a VoIP provider?

Reliability, excellent customer service and helpful technical support are essential for anybody taking their first steps into VoIP. A strong record is also a good sign - are they an established company, do they have strong financial backing - but, remember, this is a relatively new market.

Can I stay with BT, NTL-Telewest etc?

You can use a broadband connection from almost all Internet service providers, including BT and NTL-Telewest, to access VoIP services. A growing number of ISPs also offer VoIP, but there is no obligation to take their service: shop around to see who offers the best deal in terms of price, service and support.

Can I take my existing phone number with me?

The telecommunications regulator, Ofcom, is currently reviewing whether to allow landline phone users to keep their numbers if they switch to VoIP. And a handful of service providers already allow number portability between their VoIP networks.

But for now, if keeping your existing number is important to you, then either keep your existing PSTN number for incoming calls - and user your VoIP system solely for out-going calls - or automatically divert your existing number to your new VoIP number (although most landline companies will charge for this service).

Will I still have access to services such as call forwarding, caller ID and voicemail?

After moving to a VoIP service, you can still enjoy all the services you rely on such as call forwarding, call waiting, voicemail and caller ID.

VoIP also provides services that are either impossible with traditional telephone systems or often costly extras, such as three-way calling, web-based management (listen to your voicemails, divert calls etc, all from the web), forking (calls to your VoIP number can ring two or more separate phone lines - home and office perhaps) and in many cases, wherever you can get access to broadband, you can make and receive calls as simply as if you were at home using the same phone number.

Who regulates VoIP?

Ofcom, the communications regulator, is currently reviewing the regulation of VoIP. The Internet Service Providers' Association UK (ISPA UK) has a code of practice governing its members' services. UK-based VoIP services also have to comply with UK consumer law. VoIP also has its own industry body: ITSPA, the Internet Telephony Services Providers' Association. (http://www.itspa.org.uk/)

I've heard that I can't call 999 using VoIP or use VoIP during a power cut; is this true?

Because VoIP isn't a geographically-based system - for example, you may have a London 020 number but be working from an office in Inverness - 999 operators don't know where you're calling from in case of emergencies.

If you do have to make an emergency call, you will have to inform the relevant service (fire, police or ambulance) the location you're calling from.

Similarly, unlike traditional phone systems, if you suffer a power outage, losing your broadband connection would mean a loss of VoIP service. For this reason, many VoIP users either keep their PSTN line or a fully-charged mobile in case of emergencies.

VoIP Glossary Arrow right