Frequently Asked Questions

What is VoIP?
What is Skype?
How do I set Skype up?
Do I need a Broadband internet connection to use VoIP?
What is the difference between a USB phone and a soft phone?
How do I know which phone is the right one for my needs?
Can I receive calls from a landline to my USB phone/Skype?
What if someone tries to call my VoIP number when my computer is off?
How can I tell if the products I want are compatible with an Apple Mac?
I’ve connected my USB Phone up but the other person can’t hear me?
I am having trouble ordering - what’s wrong?
The keypad on my USB phone does not work with my VoIP software?
What do I do if I believe a phone I purchased from you is faulty?

What is VoIP?

VoIP or Voice Over IP stands for Voice over Internet Protocol. Essentially VoIP is the transmission of voice through the Internet. Using Voip vastly reduces your call rate and in many cases allows you to make free calls anywhere in the world (so long as the receiver is also using and connected to the same software).

What is Skype?

There are several different VoIP service providers, of which, the most well known is Skype.

How do I set Skype up?

To learn more about getting started with Skype, please visit www.skype.com in order to download the software. The download is quick, easy and free.

Do I need a Broadband internet connection to use VoIP?

No, as long as you have an Internet connection you will be able to make VoIP calls. A dial up connection will work however the minimum recommended requirement is a 21k connection.

What is the difference between a USB phone and a soft phone?

A soft phone is the software application that runs on a PC or Mac allowing you to make VoIP calls (e.g. Skype). A USB phone is a piece of hardware (e.g. the DualPhone) that allows you to make the internet call.

How do I know which phone is the right one for my needs?

Please read our Glossary section or visit our Phone Advisor for more help in choosing the right phone for you.

Can I receive calls from a landline to my USB phone/Skype?

Yes you can. If you have a SkypeIn number then people can call this number and it will connect to wherever you are signed into. If you’re busy or not there then it will go to voicemail.

What if someone tries to call my VoIP number when my computer is off?

It depends on which service you are using. Skype is capable of both call forwarding and voicemail, so people can either leave you a message or your calls can be forwarded to another Skype name or another phone number.

How can I tell if the products I want are compatible with an Apple Mac?

ALL products display which operating system the phone is compatible with.

I’ve connected my USB Phone up but the other person can’t hear me?

You may need to alter your Skype or operating system settings so that the sound levels and balance are correct on your machine. Please visit the Skype consol (by clicking on the Skype icon on your desktop or laptop) and click on ‘settings’ to alter the sound.