FAQs


Can I call normal Landline and Mobile Numbers?

Can people on landlines and mobiles ring me?

What features come standard with the service?

What happens if my Internet Connection goes down or the Power is out?

Do I have to keep my Landline Telephone line?

Can I call 000/106 Emergency Services from VOISE?

Can I take the service and my number with me if I move?

What is the difference between a Local Geographic (Two-Way) Number and an Internal Number (One-Way)?

What is my Local Call area if I have a Local Geographic Number on my plan?

Can I use the service from overseas?

Does my Computer have to be turned on when using the VOISE service?

Can I have my number divert to me if I'm not in?

Can I use a Fax Machine with the service?

Can I choose where I want my virtual local number?

Can I change my Rate plan?

Can I use my own VoIP hardware with VOISE?

Can I keep my existing Phone Number (Local Number Portability)?

Will I be listed in the White pages and do I have access to Directory Assistance?

Can I have multiple numbers?

Is Voicemail available with VOISE?

I've heard that with VoIP services, my conversation may be choppy or cut out. Will this happen with VOISE?

Will I be charged for uploads and downloads by my ISP like I am when downloading on the Internet?

Can I use my Computer at the same time?

What type of Phones can I connect to the VOISE Adapters?

Is Caller ID available?

I don't have an Internet Service can I still use your VOISE service?

Where are the VOISE Servers located

How do I signup for VOISE?

How do I pay for VOISE?

Do I get an Itemized Statement?

Is the service available for Businesses?

Can I get a Printed and Mailed Statement?

Is there a Maximum spend I can make on calls during a month?

Can I cancel the service at anytime?

Are there any contracts?

Where is my hardware delivered to?

Is there a Warranty for the equipment?

How can I contact VOISE?

How long does it take to connect?

How do I dial a number?

Each time I try making a call I get a message saying 'The number you have called is not available from your tariff plan'. What does this mean?

Each time I dial a particular number I keep getting a Disconnected Message when I know the number is connected, what can I do?

When I go to make a call, I don't get a dial tone. Wait could be happening?

When I make a call I'm unable to hear the other party, but they can hear me - what could be the problem?

I keep getting a message saying my Username or Password are invalid when making a call, what could be causing this?

When I ring someone I'm not hearing the ring tone, what could be causing this?

Sometimes my call sounds choppy or unintelligible - what can I do to stop this?

I'm getting a delay when talking to someone - what could be causing this?

I have a problem with my VOISE service, who do I call?

	Can I call normal Landline and Mobile Numbers? Yes. You can make and receive calls like you do on a fixed line telephone service with Voise. Back to top

	Can people on landlines and mobiles ring me? If you are an account holder of a service with a local geographic number such as out Voiseline Two-Way plan, you can have a telephone number that other people can call as if it were an ordinary fixed line service. You are required to have a public IP address to receive the incoming calls. Back to top

	What features come standard with the service? The service includes CallerID Display (where available), Call Waiting, Call Hold, Call Forward, Call Transfer, Follow-Me Call Forwarding, VOISEMail (Our Voice Mail Service that includes remote access and Voicemail to email). Please note that normal call charges will apply for using Call Waiting, Call Hold, Call Transfer and Follow-Me. Not all features available with all Equipment and Incoming/Outgoing Caller ID is not available on some calls. Back to top

	What happens if my Internet Connection goes down or the Power is out? If your internet connection to our service is unavailable or the power is out, you will be unable to use your VOISE service. However you can have any calls to your geographic number diverted by using the Follow Me facility available through the My Account Page Back to top

	Do I have to keep my Landline Telephone line? It is recommended that you keep your fixed line service as VoIP solutions are only intended as secondary lines. The reason being is that Voise cannot be held liable if you are unable to dial emergency services in the event of a power outage or internet fault. To use an ADSL service you will still have to keep your Telephone Line for the delivery of the ADSL service. If you plan to use your VOISE service instead of your fixed phone line, it is suggested that you switch to a cheaper rental plan to save money. Back to top

	Can I call 000/106 Emergency Services from VOISE? You can, however your Caller ID details may not be transmitted correctly to the Emergency Services Operator. You will be required to give your address details as the caller ID of the service will not be transmitted in line with current Australian regulation. Back to top

	Can I take the service and my number with me if I move? You may take the service with you when you move and keep the same phone number, however it is a requirement to advise Voise of any change of address of the phone service. Back to top

	What is the difference between a Local Geographic (Two-Way) Number and an Internal Number (One-Way)? A Local Geographic number is a real live number which can be used to call you from Standard landline and Mobile Phones. This number is numbered similarly to your current landline service number. Local Geographic numbers are available on Voise Two-Way plans only. Internal Numbering which is given on Voise One-Way plans can only be called from other users on the Voise network Back to top

	What is my Local Call area if I have a Local Geographic Number on my plan? If you have a Local Geographic Number, the VOISE local call area is generally larger than the standard Landline local call area and in some areas covers the entire prefix area. So for example if your number was in Melbourne, you would get un-timed local calls to numbers starting with (03) 8 and 9. If you were in Geelong for example, and your Local Geographic number starts with (03) 52, you will get un-timed local calls to all numbers in the (03) 52 Prefix. Back to top

	Can I use the service from overseas? Yes, however you will need to use a broadband service. We cannot guarantee the call quality due to overseas latency and response times to Australia. Use of the Voise Service overseas may be subject to foreign laws, you will be required to check for applicable laws before using the Voise service outside of Australia. We will require an Australian Address on file in order to use the service and you must be an Australian Resident in order to subscribe to Voise services Back to top

	Does my Computer have to be turned on when using the VOISE service? If you have an Ethernet Phone/Adapter (eg Linksys PAP2 VOISEBox) or VoIP ADSL Modem/Router, you only need to have an active broadband internet connection (eg Cable/ADSL or Wireless Connection). If you are using a USB Adapter/Phone you will need to have your computer turned on at all times to use the service, along with an active Internet Connection. Back to top

	Can I have my number divert to me if I'm not in? Yes. You can set a Follow-Me divert to call to another number after a set period of time by simply accessing the My Account section of the Voise website. In some cases, dependant on the hardware in use, you can also set case by case (i.e time of day, or from a particular caller) for that contact the manufacturer of the hardware you own. Back to top

	Can I use a Fax Machine with the service? You can use a Fax machine with the Service, however Voise is unable to provide support nor do we guarantee its use over our network. Back to top

	Can I choose where I want my virtual local number? If you are located in an area where we have local geographic numbers available, we will assign you one of these numbers. Although VOISE is one of the only VoIP Providers in Australia with full national number coverage, we only have limited numbers available in particular areas at any one time. Details on the availability of Local Numbers can be found here. If your area is not included in our list, VOISE can still supply you with a Telephone Number in your area, however a $55 provisioning fee will apply. Back to top

	Can I change my Rate plan? Yes. You can make a plan change once per month, with the change coming into effect in your next billing period. Back to top

	Can I use my own VoIP hardware with VOISE? You may use your own equipment/software over the VOISE network, however VOISE can not supply support for equipment/software not purchased from VOISE, nor can we guarantee that it will work on the VOISE network. Back to top

	Can I keep my existing Phone Number (Local Number Portability)? At this present time Local Number Portability is unavailable due to Australian regulation. Back to top

	Will I be listed in the White pages and do I have access to Directory Assistance? No, You will not be listed in the White pages by default. You can however request to be listed in the whitepages by faxing in or writing a request to Voise. Contact details are available on the Voise websites contact us page. Directory Assistance is available. Please check the rate table for the costs of accessing Directory Assistance. Back to top

	Can I have multiple numbers? You will need to signup for another service to get another service number. However, you can have both services on the same bill. To access this, contact the Provisioing team as directed on the Contact Us page of the website. Back to top

	Is Voicemail available with VOISE? Yes. You can access VOISEMail from your service now by dialling *99. To set-up your VOISEMail Options, please visit the My Account website. You can also access your VOISEMail from other phones by calling (03) 9012 4999 with your Username and Pin Number. Back to top

	I've heard that with VoIP services, my conversation may be choppy or cut out. Will this happen with VOISE? The quality of VoIP has improved greatly since its inception and the use of low bandwidth codecs and compression has greatly improved these problems. We can't discount the possible that you may have problems, however this only generally happens if you are sharing your internet bandwidth with another bandwidth intensive application or your internet connection is unreliable like that of any other Internet Application. Therefore we require that you use the service with a broadband service with at least a 256k/64k connection speed and if you have any problems, you reducing your bandwidth on any downloads you currently have running. We cannot however guarantee that your experience with Voise will be flawless due to the simple nature of the internet. Back to top

	Will I be charged for uploads and downloads by my ISP like I am when downloading on the Internet? Yes, you will need to check these charges with your ISP. VoIP only uses small amounts of data (Around 30Kbps). Back to top

	Can I use my Computer at the same time? Yes, However please remember that any bandwidth intensive applications that are running over your connection may effect the quality of any calls made or receive. Back to top

	What type of Phones can I connect to the VOISE Adapters? You can connect any Touchtone Phone or Fax which is approved for use in Australia and has an A-Tick. Back to top

	Is Caller ID available? Caller ID is available for incoming calls where available. Incoming Caller ID is not available in all areas if you have a Local Geographic Area. Back to top

	I don't have an Internet Service can I still use your VOISE service? Our VOISE service is only available to customers that have a Broadband Internet Service. Back to top

	Where are the VOISE Servers located? VOISE maintains all equipment, with our main PoP (Point of Presence) in Melbourne and calls are terminated to gateways across the country. Back to top

	How do I signup for VOISE? You can signup for VOISE via our website by Credit Card or by downloading an Application Form. Please click on Join Now to signup for our VOISELine/VOISETalk or VOISE Prepaid Service. Back to top

	How do I pay for VOISE? VOISELine/VOISETalk is only available by Credit Card or Direct Debit from a Cheque/Savings Bank Account. Your account will be debited on a Monthly Basis for the monthly fees, any equipment and call charges. VOISE Prepaid is available by Credit Card recharge or by purchasing a Refill card from Selected VOISE Retailers. Back to top

	Do I get an Itemized Statement? Yes. For VOISELine/VOISETalk Plans, you will get an Emailed Itemized Invoice not only of National and International Calls, but also Local Calls. Back to top

	Is the service available for Businesses? You can use your service in place for Business phone lines, however Voise is a residential retail provider. This means that we are unable to provide business grade support required to maintain a guaranteed level of service. Back to top

	Can I get a Printed and Mailed Statement? At this present time, Itemized Invoices are only sent by email. Emailed invoices can be printed out. And you can access the mid month call costs by accessing the My Account section of the website. Back to top

	Is there a Maximum spend I can make on calls during a month? All VOISE services are given a Maximum of a $200 credit limit monthly. If you require a higher monthly spend, you may be required to supply us with a Deposit. Please call VOISE on 1300 799 280 or via (03) 9012 5000. Back to top

	Can I cancel the service at anytime? Only if you are not in a contract in which case an early termination fee will apply. If you wish to cancel, you will need to Ring VOISE on 1300 799 280 or (03) 9012 5000 or send a written request via Fax to (03) 9429 2784 or to VOISE Pty Ltd, PO BOX 7076, Richmond, VIC, 3121, Attention to Accounts. Due to the nature of the internet, we cannot accept emails for cancellation. Back to top

	Are there any contracts? No. Unless you signup for a promotional plan that includes some kind of hardware. Back to top

	Where is my hardware delivered to? Any hardware ordered will be delivered to the address given as per the service address. Back to top

	Is there a Warranty for the equipment? There is a 12 Month Warranty with all equipment supplied by VOISE. Back to top

	How can I contact VOISE? You can contact VOISE on 1300 799 280 or at (03) 9012 5000. Our Postal Address is PO BOX 7074, Richmond, VIC 3121. Back to top

	How long does it take to connect? Upon signup, it may take up to 24-48 hours to approve your application to our service. Any equipment purchased will be dispatched within 24 hours of approval of your Application or Hardware Order. Back to top

	How do I dial a number? You can dial a number as per a normal Australian Land line number. Eg, If you have a Melbourne Virtual Number you would dial as follows: If you are calling a Number within Victoria or Tasmania, you would dial as per example to a Number in Melbourne, you would dial 9012 5000. If you are calling a Interstate or a mobile number, you would dial the number along with the area code or the full number (for mobile and other numbers). For International Calls you would place 0011 in front of the Country Code and number. If you have a One-Way plan such as a prepaid service, Voiseline or Voisetalk One-Way you will be required to dial the area code before dialling all numbers. Back to top

	Each time I try making a call I get a message saying 'The number you have called is not available from your tariff plan'. What does this mean? This means that the number you are calling is unavailable from your service. If you believe this number should be available, please call VOISE on (03) 9012 5000 or 1300 799 280. Back to top

	Each time I dial a particular number I keep getting a Disconnected Message when I know the number is connected, what can I do? First check to make sure you have the right number. If you do, call VOISE on (03) 9012 5000 or 1300 799 280 to be investigated. Back to top

	When I go to make a call, I don't get a dial tone. Wait could be happening? Please check that your Internet Connection is active and is working. If your connection is working, refer to the troubleshooting guide under the support section of this website for full details. Back to top

	When I make a call I'm unable to hear the other party, but they can hear me - what could be the problem? You will be required to forward a port or ranges of ports on your router in order to use the service. You can refer to the support and configuration guides on the website for some generic information about each device, however as a VoIP provider, Voise cannot provide support for third party routers. Back to top

	I keep getting a message saying my Username or Password are invalid when making a call, what could be causing this? Your service may not be active or your Username and Password for the VOISE service are incorrect, please ensure they are entered correctly, if using the IP Phone/Adapter please turn the device off then on to reset the device so it can download an updated configuration file. Feel free to contact Voise support if you are unsure of where to go from here. Back to top

	When I ring someone I'm not hearing the ring tone, what could be causing this? This happens from time-to-time if the International Carrier is not supplying a ring tone when making a call. The call will still progress as normal and ring at the remote end, however it won't ring at your end. It can also be the case where you are required to forward a port or range of ports to the VoIP device you use from your router. Refer to the configuration guide Back to top

	Sometimes my call sounds choppy or unintelligible - what can I do to stop this? Ensure that you are not using any high bandwidth programs on your connection which may interfere with the VOISE service. Also check to make sure all connections are in tightly and securely in place and if you have an Adapter, try replacing the RJ11 Cord between the phone and the Adapter. It can also be related to more advanced internet related issue, the troubleshooting guide has more information. Back to top

	I'm getting a delay when talking to someone - what could be causing this? This may be due to a latency delay with your connection. This may be caused by other downloads/uploads on your connection at the same time or a bandwidth or response delay between your Connection and the VOISE servers. If the problem persists, try contacting your ISP to investigate the problem. Back to top

	I have a problem with my VOISE service, who do I call? You can call VOISE between 8am and 9pm Monday till Friday or Weekends/Public Holidays between 9am - 7pm on 1300 799 280 or on (03) 9012 5000. You can also email support@voise.com.au. Back to top