VoIP Support - VoIP FAqs

Q. Why the voice quality seems to degrade when I download from the Internet while talking on the phone?

In order to reserve enough bandwidth for your VoIP connection, you need to install/program your router/firewall to do some type of QOS (quality of service) or reserve at least 200kbps of bandwidth for your VoIP device.

Another solution is to purchase a Mediatrix 2102 and install it between your cable/dsl modem and your firewall. The Mediatrix 2102 will automatically reserved enough bandwidth and will prioritize your voice traffic.

Q. My Asterisk server sits behind a firewall; which signaling protocol should I use?

In this case, we strongly suggest to use the IAX protocol to travers NAT firewalls without any troubles.

Q. I only get one way audio?

This is most likely a configuration problem with your NAT firewall. Make sure you forward the right UDP ports to your SIP device. Forward port 5060 (SIP) and all your RTP ports (check your rtp.conf file).

Q. What's a DID?

DIDs are an acronym for telephone numbers. You can assign multiple DIDs from the following regions to have a local presence everywhere:

Toronto, Ottawa, Montreal, London, Kitchener, Hamilton and Kingston.

Q. When do I receive my call detail records?

You receive your CDRs everyday by email with your prepaid account balance.

Q. Does my prepaid account expires?

If you didn't commit to any minimum calll volume, your prepaid account will expire after 1 year from your last prepaid account recharge date. This means if you do not use your $50.00 for all your calls during a one year period, you will loose your balance of your prepaid account and we will recharge your account with another $50.00.

Q. Can I install my server next to your VoIP gateway?

YES! We offer a service call VoIPColo. With this service, you install your server on our private VoIP network and you get the perfect voice quality with no IP bandwidth cost.  This is a very good solution for automated IVRs, voicemail servers, etc.

Q. I want all the feature of a VoIP PBX but I don't want to be bother to setup my own server, do you offer this service?

You can purchase our hosted IP-PBX solution. With this solution, you only connect your VoIP adapters to your internet connection and we setup all your VoIP PBX feature on our central IP PBX server for you. You don't need to purchase any server, we take care of this!

Q. Can I cancel my VoIP service at any time?

YES you can. But you loose the balance left over in your prepaid account.

Q. If I purchase the Mediatrix 2102 ATA, do I own it and is it a locked device?

You own the VoIP adapter and it's unlocked! If your purchase a Mediatrix 2102 from us, you can use it on any SIP compliant network.

Q. What is the difference between wholesale and retail international rates?

Most of our customers will use our wholesale rate routes for international calls with good voice quality. But in some cases, you may have difficulties to route international calls using anyone's wholesale rates and you really need to terminate this call. You can then dial 0+011+country-code+number and route the call through our Premium international routes with a higher call rate and call connection quality.

You can download the wholesale rates here and the Premium rates here.

Our international Premium routes are exactly the same as Bell Canada's international routes used by their retail customers.

Q. Where can I download the list of NPA-NXX covered by the RBOCs and independent telcos?

You can download the list from this link: rboc.xls, Canadian Independent Telcos





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