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 Satellite TV, Internet and Telephone Systems - CALL: 530-903-4257

Frequently Asked Questions About VoIP Telephone Service

How does VoIP / Internet Voice Service Work?

VoIP services convert your voice into a digital signal that travels over the Internet. If you are calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the destination.

If I have VoIP service, who can I call?

You can call anyone who has a telephone number - including local, long distance, mobile, and international numbers. If you are calling someone who has a regular analog phone, that person does not need any special equipment to talk to you.

What Are Some Advantages of VoIP?

You can get a US Phone Number for your VOIP phone. You then make calls just as if you were dialing a telephone in the US.

You can connect your VoIP telephone adapter anywhere in the world where there is Internet, and callers can reach you by dialing a US Number and your telephone will ring, just as if you and your phone were at your home in the US.

Calling features such as VoiceMail, call waiting, call forwarding, caller ID, and more are included at no extra charge.

What Kind of Equipment Do I Need?

A broadband (high speed Internet) connection is required. This can be through a cable modem, or high speed services such as DSL or a local area network. For our VoIP service, we enable you to use a standard telephone connected to a special VoIP adapter. With your telephone and our VoIP adapter, you'll be able to dial as you normally do from a standard telephone.

What is a "Broadband Internet Connection"?

A broadband Internet connection is a cable modem, DSL, FiOS or any other high-speed, "always on" connection. If you have a modem in your computer that needs to dial an access number to connect to the Internet, then you do not have a broadband connection.

Will VoIP work with Mexican TelMex or TelNor Infinitum DSL?

Yes.

Will VoIP work with El Dorado County.s TelCel 3G Service?

We have had clients report that TelCel's 3G service does not support SKYPE or other VoIP services. Since the TelCel 3G adaptor connects directly to your computer's USB port, we cannot connect out telephone adaptor to the TelCel 3G adaptor.

Will VoIP work with HughesNet Satellite Internet Systems?

In some cases it is possible, and we have had some clients use VoIP over HughesNet with mixed results. HughesNet is not optimized to work well with VoIP, and some VoIP services may not work at all. HughesNet does not officially support using VoIP with their service, and HughesNet technicians will not help you with questions or problems with using VoIP on their system.

Also, the signal delay to and from the satellite may pose a problem in supporting quality VoIP calls. We have some customers using VoIP over a satellite connection. For truly high-quality calls over satellite, you may need to upgrade your equipment to a Commercial-grade "VSAT" (Very Small Aperture Terminal) Satellite Internet System. VSAT Satellite Internet systems are designed specifically to support VoIP calls. Please see our HughesNet System Optimization Tips Page for information on how to improve your connection speed.

Will VoIP work with VSAT Satellite Internet Systems?

Yes. If you need dependable, high quality VoIP connections for your home or business, we can only recommend Commercial-grade "VSAT" (Very Small Aperture Terminal) Satellite Internet Systems. VSAT Internet systems are optimized to work with VoIP. The call quality is excellent, although you may notice a slight 1/2 second delay and the voice signals travel up to the satellite and back.

Is there a way to measure the speed of my broadband connection?

The VoIP service requires a minimum upload speed of 150kbps and a minimum download speed of 1mbps. You can find out your connection speed using a free online test at VoIP Speed Tester. Please note that this link will open in a new browser window. (If the speed test does not appear on this web page, you may need to update the Java software on your computer. Go to www.java.com for more information.)

What is a telephone adapter?

A telephone adapter is a device about the same size as an answering machine that allows you to connect your phone to your broadband Internet connection.

I already have a telephone adapter. Can I use it with our VoIP service?

You must use the telephone adapter provided by El Dorado Satellite. This telephone adapter is specially designed to be used with the VoIP service we offer.

Do I need any additional equipment to start making calls?

No. To use our VoIP service you simply need a broadband Internet connection, the telephone adapter, and a telephone.

Do I need a computer to use our VoIP service?

No. You do not use a computer to make or receive calls with our VoIP service. You will, however, need a computer with Web browser software to access your online account center. (We recommend using Microsoft Internet Explorer version 5.0 or higher.)

How much is the VoIP service?

After the cost of initial equipment installation and account setup, you pay only $24 a month for unlimited local and long distance calling to anywhere within the U.S., Canada and Puerto Rico. For another $15 you get unlimited calls to 60 countries around the world, including Spain, France, China, the U.K., parts of El Dorado County, and more. Dialing some rural parts of El Dorado County, and calling Mexican cell phones will be subject to charges.

Do I need to sign a contract for the VoIP service?

No. The service does not require an annual contract. An early deactivation fee of $39.99 applies if you cancel your VoIP service within one year of activation.

Are there any additional fees?

You will be charged the following fees in addition to the cost of your calling plan:

What happens when I make calls to countries not included in my World calling plan?

Calls to out-of-plan locations will be charged to your credit card. This charge will occur at the end of your current billing cycle (and will be added to the cost of your calling plan) or when the amount of these calls exceeds $25, whichever comes first.

Can I transfer a current telephone number to the VoIP service?

Yes. When you sign up, you have the option to transfer your current US or Canadian phone number to the VoIP service.

Can I add an additional phone number to my our VoIP service?

Yes, you can have more than one phone number. You can add a phone number from the U.S., Canada, or over 20 other countries, including the U.K., France, and Brazil -- regardless of where you live. An additional monthly charge applies for each phone number.

How can I benefit from having an additional VoIP service phone number?

Having additional phone numbers can allow your family and friends to call you for less. For example, if you live in Baja with a VoIP number in Los Angeles but you also have family in Miami, you can add a phone number with a Miami area code to your service. Now, when your family calls you, they will be charged the cost of a local call -- even though they are speaking to you in Baja!

Can I use my own telephone?

Yes. Plug your telephone or telephone/answering machine (cordless or wired) into the telephone adapter, pick up the handset, and dial when you hear the dial tone just as you normally would.

What calling features come with the VoIP service?

Your VoIP service includes great features such as VoiceMail, call waiting, caller ID, call forwarding, and more -- all at no extra charge. Here is a more complete description of calling plan features:

Can I take our VoIP service with me when I travel?

Yes. Your VoIP service can travel with you. When someone calls your phone number, your phone simply rings wherever you have your telephone and adapter plugged into a broadband Internet connection -- whether you are home or traveling somewhere else in the world.

If your VoIP service phone number includes emergency (911) services, please note that you can only access emergency (911) services from the US or Canadian service address provided when you set up your account. If you move your telephone adapter to another location, you will not be able to access emergency (911) services.

Is 411 service available with the VoIP service?

Yes. Please note that calls to 411 are charged as follows: 99 per call plus 10 per minute after the first three minutes.

Does the VoIP service support 711 dialing?

VoIP service customers with speech or hearing disabilities may obtain assistance in placing a call by dialing 711 to connect with a telecommunications relay service (TRS) center. Specially trained Communications Assistants at TRS centers provide confidential assistance to allow persons with a wide range of speech or hearing disabilities to complete calls. Emergency calls should not be placed using 711.

Are emergency (911) services available with our VoIP service?

Only if you are using your VoIP telephone adaptor in the US at the residence on file for your account. 911 is a US-based service. If you are in Baja, 911 services WILL NOT work. You will need to use your Mexican telephone or cell phone to place emergency calls.

Will I be able to use my VoIP service during a power outage?

The VoIP service (and your Internet modem) will not work in the event of a power failure or disruption unless you have an uninterruptable power supply or other emergency power backup system. Your VoIP service will not function until power is fully restored. Service outages or termination of service by the broadband provider to which you connect your VoIP service device or by the VoIP Service Provider will prevent ALL your VoIP service.

What forms of payment does El Dorado Satellite accept?

For the adaptor installation and account setup fee, we accept cash, checks, credit cards, or payment through PayPal (Please add 3% to cover PayPal charges). A Visa, MasterCard, or American Express credit card is required for VoIP Monthly service.

How am I charged for the monthly VoIP service?

The VoIP service is a prepaid service, so you will not receive a bill. Your credit card will be automatically charged with the price of your plan on the first day of every monthly cycle. Any out-of-plan calls will be added to the monthly plan charge or charged to your credit card separately. Your first monthly cycle begins when you make or receive your first call.

How do I update my billing information?

If you want to update or change your credit card information, you will be able to login to the online account center and change the information.

Please note that if the VoIP Service Provider is unable to charge your credit card your VoIP service account may be deactivated and your telephone number may be disconnected.

What Are Some Disadvantages of VoIP?

If you're considering replacing your traditional telephone service with VoIP, there are some possible differences:

Can I use my Computer While I talk on the Phone?

In most cases, yes, but note that heavy computer usage or tasks may impair or prevent VoIP calls.

Can I Take My Phone Adapter with me When I Travel?

Some VoIP service providers offer services that can be used wherever a high speed Internet connection available.

Does my Computer Have to be Turned On?

Only if your particular VoIP service requires you to make calls using your computer. These would include services like Skype and MagicJack. Services like Vonage and Net2Phone use an adaptor that connects directly to your cable, DSL, or VSAT Satellite Internet Modem. Your computer does not need to be on to use these services. In fact, you do note even need a computer to use these services, just an Internet connection. All VoIP services require your broadband Internet connection to be active.

How Do I Know If I Have a VoIP Phone Call?

If you have a special VoIP phone or a regular telephone connected to a VoIP adapter, the phone will ring like a traditional telephone. If your VoIP service requires you to make calls using your computer, the software supplied by your service provider will alert you when you have an incoming call.

> High quality "Voice over Internet" telephone and fax service (VOIP).
> Voicemail, Caller ID, Call Waiting, Call Forwarding.
> Keep your U.S. or Canadian phone number or choose another number from any area code
> Use a regular telephone to make and receive calls. No computer required.
> Rates starting as low as 3 ¢ per minute, or $14.95 per month


How Do I Order Your VoIP Service?

Simple. Click Here.

Remote Assistance by Telephone and Internet

We can assist you remotely by telephone or by E mail with "Do It Yourself" VOIP and Wireless installations, system troubshooting or repairs. Please call 530-903-4257, or contact us if we can help you in any way.

About El Dorado Satellite

We provide Voice Over IP (VOIP) Telephone systems, installation, parts and service for El Dorado County from Placerville, Pollock Pines, Diamond Springs, Georgetown and Shingle Springs to South Lake Tahoe. a FREE analysis of your Satellite TV System needs, please contact us today!

Call Us For More Information: 530-903-4257 or send E-mail to . We will respond at the earliest opportunity.


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