Support

  F.A.Q.

Customer Frequently Asked Questions (F.A.Q.)

  What is VOIP?
  How do I get started?
  How do I make a call?
  What network settings do I need to know to connect my device?
  How much of my download allowance will VOIP use?
  What are the call rates?
  What are the benefits of the vchat service?
  How does vchat protect my privacy?
  I'm still stuck... HELP!

What is VOIP

Voice over internet protocol or VOIP as it's commonly called, has been around for many years but unfortunately the quality and the speed of an average home computer and internet connection has been too slow to be able to use the VOIP system.

Usual problems encountered were echo of voices, bad reception, and delays between each speech, just to name a few.

So, what has changed?

The widespread take-up of broadband internet connections, namely ADSL and the increased performance of the desktop PC combined, have seen most of these problems overcome.

Thanks to this technology, a new revolution in cheap telephone calls is creeping into thousands of Australian homes, bringing with it savings that many families could only dream of making in the past.

Voice over IP (VoIP) makes it possible to use data pipelines normally reserved for internet traffic for local, national and international calls, totally by-passing tradition fixed phone lines. The result is hugely reduced bills, especially for long-distance calls.

The following image briefly outlines how your call will be made:

image source http://www.telecombeacon.com/voiptech.htm

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How do I get started?

In order to start making calls using vchat as your VOIP provider, you first need to sign up for an account.

Once you have an account, you need to decide if you are going to use a

• hardware phone or;

• software phone.

Recommendation: We recommend that you use a hardware phone, which is simply a "black box" that you plug in between any standard phone and your internet connection. This allows you to simply pick up the phone and make calls. In general, you will also experience better quality through a hardware phone than a software phone. However, there is an additional cost involved in purchasing the hardware phone. See the Purchase a hardware adapter page for more information.

If you decide to use a software phone, you will use a headset with microphone plugged in to your computer to make phone calls. The quality of your calls will be highly dependent on the quality of your headset/mic and sound card on your computer. For this reason, we recommend that you use the hardware phone option, however, the decision is up to you. See the Software - Download and Install page for more information.

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How do I make a call?

Once you have signed up for an account and configured your hardware device or softphone, you may start making calls. When you first sign up, your account will be limited to dialling other users of our service until we have verified your details and activated your account for PSTN calling. This typically takes 24 hours.

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Calling other vchat subscribers

To dial another vchat subscriber you need to know their vchat number. This is the number that is provided to you as your "username" in an email when you first sign up. Your vchat number will always be 8 digits long and start with 01 at the front.

Once you know the persons number, you simply dial that number on your hardware phone or via the softphone running on your computer. If the other user is connected to the internet and has their phone device running, their phone will ring. If not, you will hear a busy signal.

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Calling normal landline phones within Australia

vchat is an Australian service, therefore our dialling patterns are basically the same as you will be used to with your standard home phone.

So, simply dial the area code followed by telephone number. For example, to call vchat, you would simply dial 0260212076. We dialled 02 because vchat is in NSW and we dialled 60212076 as this is our telephone number.

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Calling Australian Mobiles

Once again, to dial a mobile, simply pick up your handset and dial the number as you would with a traditional landline phone.

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Calling International Numbers

To call an international number, you must dial the following:
0011 + Country Code + Telephone number

Once again, this is the same as it would be if you were dialling over seas from a traditional landline with Telstra or Optus.

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What network settings do I need to know to connect my device?

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How much of my download allowance will VOIP use?

When you are talking on your VoIP phone, you are sending/receiving data from the internet, which may attract charges from your Internet Service Provider (ISP). Most typical ISPs in Australia provide you with an allowance of Meagbytes for you to use in a month. If you go over your allowance, your ISP will either shape (slow) your connection, or charge you additional fees.

The following table gives you a guide to how much data a typical VOIP call will use:

* These figures include a provision for network overheads associated with a VoIP call

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What are the call rates?

We aim to offer you highly competitive rates on all call destinations, while at the same time maintaining a solid and reliable service.

Check out our rates page for the latest rates available.

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What are the benefits of the vchat service?

We are an independent provider, meaning that you can sign up for an account from ANY ISP. What's more, you can change your internet service provider and still keep your vchat phone number as you move to another provider. This is an important feature as more and more of the major ISPs try to force bundled phone services on to you, which aim to increase your customer loyalty by attaching you to a phone number that you will have to leave behind if you want to change providers. We all know how much of a hassle it is to notify all of your contacts that you now have a new number! Save your self the hassle now and sign up for a Wan Line service.

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How does vchat protect my privacy?

To view our privacy policy please click here

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I'm still stuck... HELP!

If you have made it this far and are still having difficulties, please contact our helpdesk for further assistance by clicking here

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