VoIP stands for Voice over IP. So, rather than calls being made on a physical phone line, they are instead sent over a standard internet connection to THEVOIP.co servers. From there, they are then routed onto the traditional phone network to deliver the call.
What do I choose - PC-based phone or hardware or equipment-based VoIP services?
THEVOIP.co recommend hardware in order to guarantee full compatibility with the range of services that are offered. Such as; central address books and easy call transfers. PC-based clients rely on a computer headset that can have variable quality depending on the computer and are more challenging to setup.
Do I need to install anything on my computer in order to use THEVOIP.co?
Physical VoIP handsets are recommended. No software needs to be installed on the computer. However, there is a software based application available to download that enables easier management of voicemail and other settings.
What are virtual numbers for and how do they work?
Virtual numbers are numbers which are not directly allocated to a handset or soft phone. They are ideally used for main sales or customer services numbers, where incoming calls are directed through an IVR menu, call queue, or forwarded directly to a team of people.
What are softphone packages for and how do they work?
Softphone Apps can be installed on desktop computers, laptops, smartphones and tablets. The App will provide the ability to use the softphone package. Softphones have the advantage that they are cheaper than a dedicated phone and can be used on a mobile device. However, it should be noted that they lack certain features; such as: - No dedicated key to transfer a call, or to conference calls. Therefore, you need to remember the keypad code to transfer calls. - No presence information, so you cannot see selected co-workers on the screen and see if they are on the phone. - No access to the standard central company address book.
What other devices could I use with THEVOIP.co system?
We only support our handsets and the Bria softphone. It may be possible to use the softphone package details to configure other devices however this is entirely unsupported.
Can I use my computer while I talk on the handset?
Yes. The use of your computer will not be affected by having a VoIP handset. It can also be used if you are using the software based VoIP software.
Does my computer have to be turned on to make VoIP calls?
No, your computer does not need to be turned on. However, if you are using a software based VoIP client, then you will need to use the software directly. So any smartphone, tablet, laptop or computer will need to be turned on to make or receive calls.
How do I make calls using THEVOIP.co? Do I have to dial a special number?
Simply dial the full telephone number as you would on any other phone. The area code must be entered for the call to be connected.
PhoneBuddy - how does this work?
PhoneBuddy is a Windows application (Mac version coming soon) which provides a quick and easy way to manage the most common actions performed by a user such as retrieving voicemail messages and looking at recent call history. It also enables integration with third party customer relationship management (CRM) applications. Allowing customer details to be automatically retrieved for an incoming call, and calls can also be established directly from the CRM software.
How long does it take to set up my account?
If payment is received by midday, then depending on stock levels, handsets could be delivered to the installation address the next working day (Mon-Fri). In the case of the softphone packages, these will be ready the next working day and will work subject to downloading the App software.
I want two sequential geographical numbers - one for a main number and the other for fax. How can I ensure that the numbers I get are sequential and if there are any available?
Please contact our Customer Services team on 03332 666 002 who will be able to find a suitable selection of numbers. Alternatively go to the Services page to see a selection of numbers that can be reserved.
Does THEVOIP.co offer custom phone numbers or geographic numbers?
THEVOIP.co can provide these phone number types: 01, 02, 0333, 0345, 0344, 0371, 0800, 0808, 0844, 0845 and 0871. Please contact our Customer Services team on 03332 666 002 for more information regarding phone numbers.
Can I use the service during a power outage? What happens if somebody calls me when my computer is switched off or during a power outage?
Hardware will not function during a power outage. For this reason we provide the feature of a failover service. All users are encouraged to set a failover number on their handsets. The company administrator will then be able to log into the web portal via a handheld device or by calling 0208 150 2506 to enter their handset number and PIN. At which point, they can enable the failover feature. Once the failover has been enabled, all incoming calls will be diverted to the failover number(s). This will be regardless of any time-based routing that may be defined. It is important to note, that when service has restored the failover feature will need to be disabled.
NOTE: when a company administrator turns on the failover feature, this is activated for every package/device registered at the same address. It is therefore important that the registered address for each handset is kept up to date.
Can I retain or transfer my BT phone number to my VoIP account?
We have porting agreements with a number of other telecommunications providers. So, we may well be able to port your number across to our system. Porting from BT is available. Please contact our Customer Services team on 03332 666 002 for more information about porting your number to THEVOIP.co
Can I change my THEVOIP.co password?
Yes. Log into the control panel and navigate to the 'Account' menu. Then choose the 'Security' menu item to amend your password details.
Can I block caller ID?
Withholding the caller ID when making outgoing calls can be enabled and disabled from the control panel. Turn off caller ID blocking by dialling 1406. Turn call ID blocking on by dialling 1407.
How can I get international DDIs or blocks of DDIs?
THEVOIP.co do not provide international numbers. However, we work with a number of other providers who can offer this service and will route the numbers to THEVOIP.co. We can then add these international numbers onto your account. Please contact our Customer Services team on 03332 666 002 if you would like to know more about International numbers.
I live in Spain and I need a DDI or a VoIP number that is in Dublin. Do you provide this service, if so how much would it cost me?
THEVOIP.co do not provide international numbers. However, we work with a number of other companies who can offer this service and will route the numbers to THEVOIP.co. We can then add these international numbers onto your account. Please contact our Customer Services team on 03332 666 002 if you would like to know more about international numbers.
Is there a demo of the service?
A demo of the service is available. Please contact our Customer Services team on 03332 666 002 who will be able to provide you with the demo information.
"On Hold" Music - do we require a PRS for Music licence?
The "On Hold" music provided by THEVOIP.co is all royalty free and no licence is required to use these tracks. However, should you upload any additional sound tracks, you are responsible for having the appropriate licences to use these tracks. https://www.prsformusic.com/licences
VoIP calls are free to other VoIP handsets on THEVOIP.co network. All internal calls between handsets are also free.
Can I receive incoming PSTN calls using VoIP?
Yes. All calls will be delivered in the same way as any other phone call.
Can I use VoIP to make calls to PSTN numbers and mobiles?
Yes. Simply dial the number as you would on any other handset. The only difference is that the full area code must always be included.
How do I use voicemail?
Voicemail can be accessed directly from the handset. In addition to this, you can also retrieve them by one of the following means:- 1) Should your handset not have a dedicated voicemail button, call 8400 from the handset to listen to your voicemail 2) Dial 8500 from any other handset on your account, and enter your handset number and 4 digit pin 3) Using the 'Phone Buddy' Windows application, if this option is installed 4) Logging into the control panel via the website 5) Calling 0208 150 2500 and entering your phone number and PIN code 6) Configuring voicemail messages to be automatically emailed to you
I have enabled call divert, but the calls are not going to the handset I specified.
Please contact our Customer Services team on 03332 666 002 for support with this issue.
How do you take payments for services? e.g. monthly rental for DDI's or set up fees?
All packages are paid for monthly in advance by stored card details. Call costs are charged in arrears and these are also paid for by stored card details.
What rate would I be charged if I called THEVOIP.co from another country?
The cost to call any THEVOIP.co number depends on the caller's provider. Callers should confirm the cost to call numbers with their providers to be sure of the cost.
How can THEVOIP.co keep their charges so low?
Calls are sent over the internet, and our dedicated network connections. The call only leaves to pass onto the regular phone network when required. This way we save on costs which enable us to pass these savings onto our customers.
To call other VoIP numbers you need to call their actual phone number. These calls will initially be sent onto the regular phone network and charged like any other calls. However, calls to any other THEVOIP.co number are free.
Can I get voicemail on my account?
Voicemail comes as standard with all the packages.
Are there any numbers I cannot call using THEVOIP.co?
By default, your account may have international or premium rate calls disabled. This restriction can be removed if requested. THEVOIP.co system does not support emergency services calls. Users should be made aware that they are required to contact emergency services using an alternative phone network. E.g. via a mobile phone.
Are there any monthly charges or hidden costs?
There is a monthly charge for each package, plus the cost of the calls.
Can I divert my phone number?
Yes, 'call forward' is a standard feature on the handsets. 'Phone Buddy' can also be used to manage call diverts.
Can I call someone who is not using the THEVOIP.co service?
Yes, simply dial the regular phone number
Does THEVOIP.co offer business solutions?
Yes, the THEVOIP.co system is suitable for both individuals and businesses. Features such as the ability to define shortcodes, call forwarding, call queueing, IVR menu's and handset address books are ideal for business and individual customers alike.
How do I find my THEVOIP.co password?
The company administrator will have issued a password and they can send a password reminder. If the company administrator has lost their password, then please contact our Customer Services team on 03332 666 002.
How reliable and secure are VoIP calls?
Reliability is dependent on the quality and reliability of your internet connection. VoIP is no less secure than a traditional landline phone call.
What do callers get charged when they call me on my phone number purchased from THEVOIP.co?
The cost to call any THEVOIP.co number depends on the caller's provider. Callers should confirm the cost to call numbers with their providers to be sure of the cost.
Can I access my voicemail when I'm not at my handset?
Voicemail can be accessed directly from the handset. In addition to this, you can also retrieve them by one of the following means:- 1) Should your handset not have a dedicated voicemail button, call 8400 from the handset to listen to your voicemail 2) Dial 8500 from any other handset on your account, and enter your handset number and 4 digit pin 3) Using the 'Phone Buddy' Windows application, if this option is installed 4) Logging into the control panel via the website 5) Calling 0208 150 2500 and entering your phone number and PIN code 6) Configuring for voicemail messages be automatically emailed to you
Are VoIP calls cheaper than calls on traditional phone networks?
Yes the calls are cheaper than traditional landlines and mobiles.
Is there a mobile solution of this service for when workers are out of the office?
The recommended software based VoIP client, 'Bria' is available for a variety of devices. Including smart phones, tablets and computers.
Can I make calls to directory services and emergency services such as 999?
THEVOIP.co system does not support emergency services calls. Users should be made aware that they are required to contact emergency services using an alternative phone network e.g. via a mobile phone.
How do I prevent unauthorised access to my account?
Each handset comes configured with a secure password. A password is provided for software based packages and should be configured in the client and kept safe. If you believe the password may have been discovered by an unauthorised person please contact our Customer Services team on 03332 666 002.
The VoIP handset is similar to a corporate desk, the difference being that it sends calls over the internet.
Are SIP phones the same as VOIP phones?
Yes, these are the same and can be used with THEVOIP.co system. Please contact our Customer Services team on 03332 666 002 to discuss handsets.
What equipment do I need?
Either a hardware handset or a software based handset on a computer, laptop, tablet or phone*. *an App download is required for the software based option.
What type of phone can I use with THEVOIP.co?
Please see our phones page for the full list of the handsets we offer.
How do I find my serial number?
The serial number and MAC address are frequently found printed on a label on the underside of the handset.
When the handsets arrive, how do I know which number is allocated to each handset?
Plug the handset into the network/power. Once the configuration has loaded, the handset will show either the full handset number or the last few digits of the number on the screen. Alternatively, if you don't wish to unpack the handset, you can log into the control panel to see the phone number. Select 'Company > Maintenance > Handset Maintenance'. A list of all the handset numbers and devices will be displayed. Hover the mouse over the device name and the MAC address and serial number will show on the screen. This can be used to identify the handset by looking at the details on the manufacturer's sticker on the underside of the handset or on the outside of box.
Can I use my cordless handset with the VoIP service?
That is not possible. However, cordless DECT VoIP handsets are available. These use the same DECT technology as cordless handsets but connect to THEVOIP.co, instead of plugging into a phone socket.
Can we connect our existing phone handsets to the THEVOIP.co service?
Only certain makes and models of VoIP handsets are supported. If you wish to use your existing handset then this needs to be setup as a 'SIP only' account and you won't get the range of functionality that you would get from a supported model purchased with the automatic configuration. You would be responsible for configuring the handsets. No support can be provided for handsets that are not purchased from THEVOIP.co.
Does the VoIP service work with mobile handsets?
Yes. In a lot of cases, smartphones can use the VoIP service. If you have a smartphone you can install a software client, however, this requires a good reliable data connection to work well so would not be suitable for someone to use while travelling.
Yes. The speed of a cable internet connection is more than sufficient for multiple simultaneous calls.
Can I use a normal NAT router with a VoIP device?
Yes. The handsets are configured to work behind a NAT router without requiring any additional configuration.
Can I use THEVOIP.co to make calls over a wireless network?
Yes. However, wireless can be patchy at times. So, the call quality may suffer as you move about. THEVOIP.co can provide DECT cordless VoIP handsets, that use regular cordless handset technology to talk between the handsets and a base unit. These are better suited for this purpose.
What type of Internet connection do I need?
This will depend on how many simultaneous phone calls are required. Regular ADSL should be sufficient for a few. For business customers, FTTC (fibre internet) or similar is recommended.
How many VoIP handsets can I run on a single broadband connection? What type of Internet connection and bandwidth is required for the THEVOIP.co service?
For a normal quality phone call, 100Kbps of bandwidth is required in both directions. Internet connections have less than or equal upload bandwidth, compared to download bandwidth, so any calculations should be based on that. The UK average ADSL upload speed is around 3Mbps which would be sufficient for 30 simultaneous calls. This assumes the internet connection is not being used for anything else at the same time. For example, staff using Skype for video conferences with external customers will all have to share the same bandwidth availability with the handsets.
The handset will automatically obtain an IP address using DHCP once connected to the network. It will then connect to our servers. Downloading the configuration automatically. After a few minutes, the handset will be ready to use.
My phone number is not working, why?
If you are experiencing any issues with your handset or package, then please contact our Customer Services team on 03332 666 002 for assistance.
What are the support hours?
9-5 Monday to Friday. If you have a query out of hours, please email us.
When someone calls me, my handset does not ring.
Check that there are no diverts enabled and the handset is not set to DND. Contact our Customer Services team on 03332 666 002 if you continue to have issues.
Please call our Customer Services team on 03332 666 002 to update your credit card details.
How do I cancel my account?
Please call our Customer Services team on 03332 666 002 to cancel your account.
How do I change the address details on my account?
Please call our Customer Services team on 03332 666 002 to update your address details.
I am an existing THEVOIP.co customer. How do I upgrade my user package?
To upgrade from a Silver to a Gold package, please contact our Customer Services team on 03332 666 002. The Silver package will need to be deactivated, and a new Gold package setup and the number migrated across. The handset will lose service for a while and any settings on the number will be lost.
I am paying two different bills for the same VoIP number - 1. Calls 2. Package. Do I need both of these to use the VoIP number?
Call charges are billed in arrears and Package charges in advance. So, there are two bills to manage this requirement.
I currently have 4 THEVOIP.co IDs, but only two are being used. Could you delete the packages that are no longer in use?
The company administrator can remove any unwanted users and reallocate their packages to a list of unused packages. Should you wish to cancel a package, then please contact our Customer Services team on 03332 666 002.
I have a faulty product, am I eligible for a refund?
All the handset models have been tested to ensure that they are compatible with all of THEVOIP.co features. If a handset is faulty, then you will be entitled to a replacement or repair under your statutory rights. In addition, some handset models have extended warranties. Please contact our Customer Services team on 03332 666 002 to discuss the return and replacement of your faulty item.
My THEVOIP.co Geographic Number has been cancelled. I did not request for cancellation and I was not informed or aware of an expiry date. How can I reactivate my number?
Please contact our Customer Services team on 03332 666 002 for assistance with this matter.
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