General VoIP
Is this the same as Skype?
No. atpNET customers make and receive calls in the same old way using their existing telephone handset or a new atpNET VoIP phone. Skype generally uses a Softphone on your PC, so you use a headset or USB phone to talk through your computer.
atpNET is an Australian owned and operated broadband telecommunications network whereas Skype uses peoples’ computers and broadband connections to support phone calls that others make. Skype also uses a proprietry bandwith protocol which consumes a large amount of bandwidth for just one call compared to VoIP which uses open SIP protocol.
Can I use atpNET VoIP service with a dial-up connection?
To use atpNET VoIP service you must have a high-speed, broadband internet connection with a minimum speed of 512kbps. The speed of your broadband internet connection determines the quality of your VoIP call.
What kind of broadband must I use with VoIP?
VoIP will work on broadband with a minimum connection speed of 512kbps. If you are running on less than 512kbps, contact your Internet service provider to upgrade your broadband connection. It is important that you have the minimum required speed as this will determine the quality of your phone calls. This connection speed can be achieved with ADSL, Naked DSL, Cable, 3G and Wireless network. However, we do not recommend using VoIP on 3G and Wireless network as there are inherent limitations of these kind of broadband connections, which can result in poor voice call quality.
Must I keep my existing phone service?
This depends on the type of broadband connection you have. Most ADSL broadband requires a telephone line to connect through so you will therefore need to keep your existing phone line.
Cable and soon ADSL 2+ broadband may not require a phone line so you will not need to keep your existing phone service. Businesses can also buy DSL services which do not require a phone line for connection.
What is LNP? Can I keep my existing phone number?
LNP, which stands for Local Number Portability, is the capability of keeping the same local telephone number when switching carriers.
atpNET provides Local Number Portability, which means that we are able to transfer your existing phone number from your current phone carrier (E.g. Telstra or Optus) over to atpNET. This service is provided to you upon request for free.
IMPORTANT NOTE: If your current telephone number is connected to a DSL (ADSL) service and you request to port the telephone number to atpNET for VoIP services, your DSL service will be cut off. We strongly recommend that you DO NOT port a telephone number that is connected to a DSL (ADSL) service.
Must the people I am calling have atpNET too?
You can call anyone from your atpNET service. You can make mobile, local, national, international and special services calls from atpNET just like a standard telephone service and will be charged according to the plan rates. Phone calls made to other atpNET users are absolutely free of charge.
Can I still use my computer while talking on atpNET?
Yes, you can use your computer at the same time as talking on the phone with your atpNET service.
Do I need to have the computer turned on to make or receive a call?
No, your computer can be switched off providing you are using a VoIP phone or an ATA (Analog Telephone Adaptor) but you must leave your modem and router powered on to make and receive calls. However, if you use a Softphone on your computer, it must be powered on to make and receive calls.
What is a modem/router or switch and when is one needed?
A modem-router or switch allows you to share your internet connection with more than one device (such as computers or VoIP phones) and is required if you want to make and receive atpNET calls at the same time as surfing the web.
Will my atpNET service work if I have a power outage?
No, your atpNET service will not work if there is a power outage because your atpNET VoIP device needs power to maintain the service. However, at the network level atpNET will know when this has occurred and provides the option to divert your incoming calls to an alternative number like your mobile. Where calls divert to the PSTN they are charged at your Plan’s standard rates but this service does mean you won’t miss calls in a power outage.
Can I call emergency services on 000?
Emergency services calls to 000 will work with all atpNET services, except the $0 Residential Plan. All atpNET customers must notify us when changing addresses so we always have your correct address for 000 purposes. You should also ensure that you clearly provide the Emergency Services Operation your location details.
IMPORTANT NOTE:
The Residential $0 Plan (outbound only) service does not provide access to the Emergency Call Service (Triple Zero / 000). We recommend calls to the Emergency Call Service can be made using fixed (PSTN) or mobile phone services.
Will my current Broadband set-up (i.e. modem-router and or switch) work with the atpNET network?
The greater majority of modems and routers will work with the atpNET network. Virtually all relatively new products will be compatible. If you have any concerns about the compatibility of your current set-up, please do not hesitate to call our customer service team on 1300 933 ATP or 1300 933 287.
What is in-bound fax?
In-bound fax is an atpNET Service available to any prospective atpNET customer. For a simple monthly rental payment, you get a dedicated fax number and free fax delivery as an email pdf attachment to a nominated email address.
Is out-bound fax service available?
Out-bound Fax will be made available as an option to all atpNET customers. A fax dispatch facility will be made available via the Customer Portal which will allow customers to provide a cover page with receiver details, sender details, a cover note together with file attachments or just file attachments only.