Ultimate phone faults
Our Ultimate phone VOIP (Voice over internet) packages provide low cost calling and great services for a fraction of the cost of regular copper line options. However unlike copper lines, your VOIP line is carried over the internet so multiple factors can can cause issues that would otherwise go unnoticed on a regular copper line.
We recommend that you make your self aware of the differences with VOIP lines versus copper based services before signing up and porting your number.
Key differences between copper & VOIP
VOIP offers a vast array of benefits but it has it's limits.
We recommend that you make your self aware of the differences with VOIP lines versus copper based services before signing up and porting your number.
Key differences between copper & VOIP
- VOIP relies on a quality broadband connection not only to the router/device but also back into the carrier networks
- VOIP relies on power to operate, both the modem, router and ATA or VOIP device require
- Call quality is often effected by the phone, ATA hardware and the connection
VOIP offers a vast array of benefits but it has it's limits.
Our fault responsibilities
We want your Ultimate phone service to be a great experience however due to the nature of VOIP our ability to control the quality is very limited. Our responsibility is to provide a best effort phone service based on VOIP technology.
However as VOIP is a best effort service we cannot offer any guarantee of quality of calls or call capability as we cannot control the connection that your VOIP or Ultimate phone service is carried over. Unlike copper based PSTN calling services, VOIP is prone to bandwidth or network latency and interconnect issues. If the connection is carried over a fibre internet connection we can offer a limited level of quality if the service is provided by Ultimate broadband.
However as VOIP is a best effort service we cannot offer any guarantee of quality of calls or call capability as we cannot control the connection that your VOIP or Ultimate phone service is carried over. Unlike copper based PSTN calling services, VOIP is prone to bandwidth or network latency and interconnect issues. If the connection is carried over a fibre internet connection we can offer a limited level of quality if the service is provided by Ultimate broadband.
Restoring service
From time to time your VOIP service may clip during calls, this can simply be the broadband connection you have having network load or the ATA or VOIP hardware requires a reboot.
We suggest rebooting the ATA or VOIP hardware by remove power for 1 minute and at the same time reboot your internet connection.
If your connection is still choppy or clips with missing words, look at your computer and see if any updates, downloads or streaming is occurring and if so, stop them.
If you fail to rectify the issue please contact the help desk, we are able to reset the system at our end but other than steps to improve the connection we are limited in our ability to remove clipping or interference from calls. We can replace the Ultimate phone box if need be or recommend a better device for calling.
If the issues continue we recommend returning your voice line to a copper based service.
All VoIP related site visits incur a minimum $95 tech fee plus any related travel costs. All remote support may incur a $35 per 15 minute block charge to cover engineering costs.
We suggest rebooting the ATA or VOIP hardware by remove power for 1 minute and at the same time reboot your internet connection.
If your connection is still choppy or clips with missing words, look at your computer and see if any updates, downloads or streaming is occurring and if so, stop them.
If you fail to rectify the issue please contact the help desk, we are able to reset the system at our end but other than steps to improve the connection we are limited in our ability to remove clipping or interference from calls. We can replace the Ultimate phone box if need be or recommend a better device for calling.
If the issues continue we recommend returning your voice line to a copper based service.
All VoIP related site visits incur a minimum $95 tech fee plus any related travel costs. All remote support may incur a $35 per 15 minute block charge to cover engineering costs.
