VoIP FAQ

Understanding Amnet VoIP

Expand all Collapse all

• How does VoIP work?

  Amnet VoIP provides voice communications services based on Voice over Internet Protocol technology via a Broadband connection. The Broadband connection can be either ADSL or Wireless broadband.

• How do I get Amnet VoIP?

  You must have an Amnet Broadband service to apply for Amnet VoIP. If you are connected to Amnet broadband, simply click the "Sign Up Now" button on the VoIP page.

• How do I make calls with Amnet VoIP?

  You can use a normal telephone connected to a VoIP gateway box or VoIP-enabled modem/router (which we can supply see - "Understanding VoIP Hardware") to make and receive phone calls the same way as you would with a "conventional" telephone handset.

• Will anyone be able to call me?

  Yes. An Amnet VoIP account includes a FREE In-dial number, so it’s just like a conventional telephone service. Anyone can call you from anywhere and you can call anyone in Australia or overseas.

• Is making an Amnet VoIP call any different to a normal telephone call?

  No. The only difference is with the initial set-up of the VoIP connection in which the telephone is connected to a VoIP gateway box or VoIP-enabled modem/router, instead of the conventional telephone socket on the wall. Once set-up is complete, you can use VoIP the same way you would a normal telephone.

  With Amnet VoIP you will have access to all the features of a normal telephone and more, including:

  • You will be assigned normal 10-digit telephone number
  • You can make and receive phone calls to and from any other person on the public telephone network (PSTN)
  • You can make local, STD and IDD calls to other fixed line and mobile users - anywhere in the world
  • You get a free message bank/voicemail box with your Amnet VOIP service and can personalise your greeting

• Can I dial 000 for emergency calls?

  Yes, you can dial 000 in case of emergency. However, you cannot make 000 emergency calls when there is no power for the VoIP adaptor, router, DSL modem; or the broadband access connection.

• How is Amnet VoIP billed?

  Amnet VoIP is a pre-paid service and is billed separately to your Amnet Broadband account.

  When you apply you will receive a "call credit" (eg $20, $50). You can use your call credit to make calls at our listed call rates. When your credit runs low you will be notified by a voice prompt on your telephone.

  You can recharge your call credit by credit card using your Amnet VoIP phone or via our web portal.

• What speed broadband connection do I need to use Amnet VoIP?

  The voice quality during a VoIP phone call is directly related to the speed of your broadband connection, so the faster, the better. Since VoIP uses both the download speed and upload speed of your connection to make or receive a call. ADSL broadband download speeds are generally higher than the upload speed (eg 512Kb/128Kb). Therefore, it is important the actual upload speed of your broadband plan is sufficient to support multiple VoIP services. Please use the below as a guide.

  Recommended Number of VoIP services versus Broadband upload speed:

  1 VoIP Service - 128kbps or higher
  2 VoIP Services - 256kbps or higher
  3 VoIP Services - 256kbps or higher
  4 VoIP Services - 512kbps or higher

  Voice quality can also be affected by any other programs you are running on your computer which access the Internet (especially file download/upload programs).

• Can I use Amnet VoIP service over a dial-up internet connection?

  Amnet VoIP can only be used on an Amnet ADSL Broadband connection.

• Do I need to have my computer on to make a call?

  If you are using your Amnet VoIP service with the supplied VoIP gateway box, you do not need to have your computer on.

• How I do I know I have voicemail messages?

  You will be able to check for voicemail messages at any time by dialing 121 from your Amnet VoIP service.

• Can I have more than one Amnet VoIP service?

  Yes. However the more VoIP services you have, the faster your broadband service needs to be.

• Can I cancel my existing a telephone service?

  As your Amnet Broadband service uses your telephone line you will still need to keep your phone service. You can however connect to Amnet’s Naked Line which will mean your phone line rental can be incorporated into your monthly fee. Visit our Naked Line page for more details.

• Can I use my current telephone line number for my Amnet VoIP Service?

  Not at this time. A new Amnet voice telephone number will be assigned with your Amnet VoIP service.

• Can I use my Amnet VoIP telephone to receive calls on my current telephone service?

  The telephone that you use for your Amnet VoIP service will only be able to receive calls made to the new number (DID number) we supply as part of your Amnet VoIP service. If you still wish to make and receive calls on your normal telephone line you will also need to have a telephone connected to this line.

• Can I keep my Amnet VoIP number if I cancel my Amnet VoIP service?

  Not at this time. The number is part of the service and will be relinquished if you cancel the service.

• What will it cost friends and relatives to call me on my Amnet VoIP number?

  Calls will be charged according to the locality (eg Perth, Adelaide etc) with which your Amnet VoIP number is associated. You will be advised of the locality of your number when you apply for Amnet VoIP.

  If however they are calling from an Amnet VoIP service the calls are FREE.

• What happens if my Broadband service is 'shaped'?

  The voice quality during a VoIP phone call is directly related to the speed of your broadband connection (the faster, the better).

  If your broadband connection is shaped, this will be detrimental to the quality of your VoIP service. You will however still be able to use your VoIP service. This is because Amnet offers 128kbps or 256kbps (on certain plans) shaping.
  

• Is my VoIP usage counted towards my Broadband plan allowance?

  Yes. When you make or receive phone calls using your Amnet VoIP service, traffic usage is accrued on your broadband service. However VoIP only uses a very small amount (64kbps) of your Broadband service speed. For example, 500MB (or 0.5GB) equates to over 17 hours of talk time!