| | 1.0 Service
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| 1.1 What is VoIP? |
| 1.2 What are the advantages of TPG’s VoIP Telephone Service? |
| 1.3 How does the sound quality compare to a traditional phone call? |
| 1.4 Will speed throttling affect VoIP Call quality? |
| 1.5 Is your network based locally or overseas, and what effect will this have on end-users? |
| 1.6 Do you own or lease the network infrastructure, and what effect will this have on end-users? |
| 1.7 How much does it cost? |
| 1.8 Will VoIP affect your broadband usage limits? |
| 1.9 Do I have to keep my current telephone line? |
| 1.10 How can I make a call from TPG’s VoIP Telephone Service? |
| 1.10.1 To call a landline within Australia: |
| 1.10.2 To call a mobile phone within Australia: |
| 1.10.3 To call an international destination: |
| 1.11 Can I use TPG’s VoIP Telephone Service if I lose power? |
| 1.12 Can I call emergency numbers with my VoIP service? |
| 1.13 How does the phone and line numbering system work? |
| 1.14 Can I use TPG’s VoIP Telephone Service with a dial-up connection? |
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2.0 Equipment
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| 2.1 What equipment and ADSL/ADSL2+ connection is required? |
| 2.2 Are there compatibility issues that need to be addressed, for instance with modems or firewalls? |
| 2.3 Does my computer have to be turned on when I make a call? |
| 2.4 Can I use my computer while on the phone? |
| 2.5 Can I use a Fax machine with the TPG’s VoIP Telephone Service? |
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3.0 Free Minutes & Call Rates
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| 3.1 What types of calls can I make by using Free Minutes? |
| 3.2 How are calls made using Free Minutes calculated? |
| 3.3 Can I carry over unused Free Minutes to the following month? |
| 3.4 What happens if I made a call outside the Free Minutes? |
| 3.5 How are the TPG’s VoIP Telephone Service charges calculated? |
| 3.5.1 Calls made using Free Minutes |
| 3.5.2 National Calls (Landline) |
| 3.5.3 Calls to Mobiles within Australia |
| 3.5.4 International Calls |
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4.0 Billing
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| 4.1 How am I billed for TPG’s VoIP Telephone Service? |
| 4.2 Can I view my bills online? |
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1.0 Service |
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| 1.1 What is VoIP? |
| VoIP stands for Voice over Internet Protocol. It is a revolutionary new technology, which allows you to make telephone calls using a broadband Internet connection. VoIP converts the voice signal from your telephone into a digital signal that travels over the Internet then converts it back at the other end. In general, phone service via VoIP costs less than equivalent service from traditional sources. |
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| 1.2 What are the advantages of TPG’s VoIP Telephone Service? |
- TPG are bringing huge savings to you with the newest Telephoning technology.
- TPG’s VoIP Telephone Service is a low cost alternative to your traditional telephone service, because you use your broadband Internet connection to make VoIP calls.
- No connection fees, only the advertised TPG call rates apply.
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| 1.3 How does the sound quality compare to a traditional phone call? |
| Under normal circumstances the sound quality is comparable to standard (PSTN) telephone services. VoIP call quality can be affected by the quality and speed of the customer’s broadband connection. Disturbances to the customer’s ADSL/ADSL2+ service can affect the quality of the VoIP service or prevent it from operating. Please keep in mind that if you are running several programs that are using a high bandwidth, your call quality may be compromised. |
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| 1.4 Will speed throttling affect VoIP Call quality? |
| While the voice quality should not change, if the connection is under heavy load there may be a decrease in quality. |
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| 1.5 Is your network based locally or overseas, and what effect will this have on end-users? |
| Our VoIP network is based locally which allows for great voice quality due to low latency. |
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| 1.6 Do you own or lease the network infrastructure, and what effect will this have on end-users? |
| TPG completely owns this VoIP network, which allows us to offer a high quality of service to our customers. |
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| 1.7 How much does it cost? |
| TPG’s VoIP call rates are extremely competitive, making TPG VoIP a low cost high quality service. Please visit our website for a complete list of call rates, by destination. |
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| 1.8 Will VoIP affect your broadband usage limits? |
| When using VoIP over your broadband connection, the VoIP router is sending your voice call as data over the Internet. TPG will count this towards your monthly usage quota. As a rough rule of thumb, using VoIP consumes 0.6 Megabyte of your usage quota for every 10 minutes of conversation, assuming Standard (G729) voice compression. As the average household consumes between 1000 to 2000 minutes of phone usage per month, this would equate to approximately 60 to 120 Megabytes of usage quota. |
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| 1.9 Do I have to keep my current telephone line? |
| Yes, you will need to keep your current phone line. In order to maintain your ADSL/ADSL2+ connection, you must have an active phone line. And in order to utilise the TPG VoIP Telephone Service, you must have an ADSL/ADSL2+ broadband connection. |
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| 1.10 How can I make a call from TPG’s VoIP Telephone Service? |
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| 1.10.1 To call a landline within Australia: |
Dial the 2-digit area code (02,03,07,08) and then the 8-digit local phone number. Please note even if you are calling a local number, area code is still required.
For example: to call telephone number 9999 9999 in Sydney, dial 02 9999 9999 |
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| 1.10.2 To call a mobile phone within Australia: |
Dial the 10-digit mobile phone number directly.
For example: to call mobile number 0422 999 999 in Australia, dial 0422 999 999. |
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| 1.10.3 To call an international destination: |
Dial 0011, the country code, the area code and then the local phone number.
For example: to call telephone number 9999 9999 in London, dial 0011 4420 9999 9999. |
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| 1.11 Can I use TPG’s VoIP Telephone Service if I lose power? |
| Yes, NB9W will automatically divert outbound calls to your standard (PSTN) telephone service when there is a power outage. |
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| 1.12 Can I call emergency numbers with my VoIP service? |
The Netcomm NB9W and Dynalink RTA1046VW supplied by TPG support calls to 000 or other emergency service telephone numbers provided the life line function is properly set up.
The TPG VoIP Telephone Service is NOT a substitute for a standard (PSTN) telephone service. TPG recommends that the Customer should always keep a handset directly plugged into their standard (PSTN) telephone line for calling 000 and other emergency service telephone numbers. |
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| 1.13 How does the phone and line numbering system work? |
| Currently, TPG VoIP customers can only make outbound calls so there is no numbering system. The assignment of numbers to each VoIP account is only necessary for VoIP services which allow inbound calls. |
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| 1.14 Can I use TPG’s VoIP Telephone Service with a dial-up connection? |
| No, you can not use TPG’s VoIP Telephone Service with a dial-up connection. Our VoIP connection is designed to be used with a broadband connection. |
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2.0 Equipment |
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| 2.1 What equipment and ADSL/ADSL2+ connection is required? |
To use TPG’s VoIP Service, customers require the following:An ADSL/ADSL2+ broadband connection with a download speed of at least 256kbps and an upload speed of at least 64kbpsA spare standard telephone handset (supplied by customer)The specified VoIP capable modem/router must be purchased from TPG at the time of registration.
Setting up the router is as simple as setting up any Internet modem. Friendly technical support is available from TPG 7 days a week on 13 14 23. |
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| 2.2 Are there compatibility issues that need to be addressed, for instance with modems or firewalls? |
| Because the service works with an ordinary telephone handset attached directly to the NB9W router, there are no compatibility issues which would affect a Customer’s connectivity with the VoIP service. |
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| 2.3 Does my computer have to be turned on when I make a call? |
| No, your computer does not need to on while you make a call, but your modem/router will need to be, and your connection needs to be active. |
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| 2.4 Can I use my computer while on the phone? |
| Yes, you can use your computer while on the phone. However, since your phone and computer share the same bandwidth, if you are using high bandwidth applications on your computer (i.e.: downloading a large file) you may experience degraded voice quality. |
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| 2.5 Can I use a Fax machine with the TPG’s VoIP Telephone Service? |
| No, currently you can not use a Fax machine with the TPG’s VoIP Telephone Service. |
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3.0 Free Minutes & Call Rates |
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| 3.1 What types of calls can I make by using Free Minutes? |
| Free Minutes can only be used for local and STD calls to/within the following Australian Capital Cities: Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney.Free Minutes cannot be used for calls to mobile telephones or international destinations. |
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| 3.2 How are calls made using Free Minutes calculated? |
| Each call made using Free Minutes is calculated with a minimum call time of 10 minutes and thereafter in 1 minute increment. For example: a 1 or 8 or 10 minute call is charged as a 10 minute call, but a 13 minute call is charged as a 13 minute call. |
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| 3.3 Can I carry over unused Free Minutes to the following month? |
| No. Unused free minutes can not be carried forward to the next month. |
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| 3.4 What happens if I made a call outside the Free Minutes? |
| TPG VoIP Telephone Service call rates apply to all calls other than calls which fall within the scope of any Free Minutes included with the Customer’s plan. Upon successful registration, TPG will initially debit the Customer’s credit card $20 to be used as a pre-paid call credit to cover any calls made outside the Free Minutes. |
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| 3.5 How are the TPG’s VoIP Telephone Service charges calculated? |
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| 3.5.1 Calls made using Free Minutes |
| Each call made using Free Minutes is calculated with a minimum call time of 10 minutes and thereafter in 1 minute increment. For example: a 1 or 8 or 10 minute call is charged as a 10 minute call, but a 13 minute call is charged as a 13 minute call. |
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| 3.5.2 National Calls (Landline) |
| Local and national calls Australia wide are charged at flat rate displayed on the TPG website (http://www.tpg.com.au/voip/callrates.php). |
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| 3.5.3 Calls to Mobiles within Australia |
| Calls to mobile phone services within Australia are charged in 1 second increments from the time of connection, at the rate displayed on the TPG website (http://www.tpg.com.au/voip/callrates.php). Call charges are rounded to the nearest cent. |
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| 3.5.4 International Calls |
| Calls to international destinations are charged in 1 minute increments. The international call rates associated with these increments can be viewed on the TPG website (www.tpg.com.au/voip/callrates.php) displayed by destinations. The minimum call charge is 10 cents. Please note that international call rates to mobile phones are different from calls to fixed line telephones. |
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4.0 Billing |
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| 4.1 How am I billed for TPG’s VoIP Telephone Service? |
| TPG’s VoIP Telephone Service is provided on a prepaid basis only. At the time of registration, we debit $20 that is kept as a deposit for any excluded or excess usage (any calls that go either above the limit of Free VoIP Minutes or are not classified as an eligible free call, e.g. calls to mobiles or international calls). If your deposit falls below $5 at any time, you will be automatically debited $20. If you do not exceed the limit of Free VoIP Minutes and do not incur any charges for call types not eligible for Free VoIP Minutes, your deposit will not ever be debited. Any unused call credit will expire when ADSL/ADSL2+ is terminated. Expired call credit will not be refunded and will no longer appear on the Customer’s account. |
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| 4.2 Can I view my bills online? |
| Yes, you can view your bills online. This facility is available by logging into ‘Your TPG Account’ section on the TPG website (www.tpg.com.au) and under ‘Account Management’, by selecting ‘Your Account Statement’. |
