FAQs

On this page

Invoicing & Billing
Calling Plans
Equipment & Connections
Features
General Information
Setting up my service
On line account Information
Products & Services
Service issues & troubleshooting
Shipping & Tracking

view all questions

Invoicing & Billing
Q :	Can I choose my unique call number(s)?
A :	The 5-digit VoiceGlobe number is generated automatically, assigned to any new VoiceGlobe subscriber at no cost, and cannot be selected. However, any VoiceGlobe subscriber can request additional numbers, which should be compliant with the international telephony standardization rules and more specific, the E.164 standard. Thus, you can request and use as your VoiceGlobe number(s) the telephone number of your home, office, mobile, or all of them. In that case, a nominal monthly charge of $2.5 per number will apply.
Q :	How much do I have to pay in order to make or receive VoIP calls?
A :	In order to call any other VoiceGlobe subscriber, you pay absolutely NOTHING. If you decide to use a Softphone which will be running on your desktop or laptop personal computer you can download one for FREE at VoiceGlobe’s web site. However, if you would like to have the use of advanced telephony features such as multiple lines, conference call capability, etc., you could buy a reasonably priced professional Softphone. The final cost depends on the product or the vendor (you can check on this at the VoiceGlobe web site or contact support@voiceglobe.net for any additional information about commercial products). Finally, you have to take into account the cost of an Internet connection (although this may already be included in your monthly budget.) VoiceGlobe strongly recommends the use of a broadband Internet connection, of at least 128Kbps (for both upstream & downstream) priced at a fixed monthly rate. In that way, you have 24/7 connectivity to the Internet and you can also easily use an IP Phone device in parallel to your desktop PC, thus enjoying maximum quality of FREE Voice service and full independence from any PC availability or technical expertise.
Q :	What are my monthly charges?
A :	Once your account has been established, you will be charged a flat monthly fee for the Voiceglobe service. This fee will be based on the service plan you selected during registration.
Q :	What happens if I exceed my calling plan minutes?
A :	Some packages have pre-paid minutes included. If you exceed this amount, you will be charged by the minute at a rate specified by the service plan description. Calls that you make or receive using the Public Switched Telephone Network (PSTN) will be deducted from your pre-paid minutes. Calls made to other Voiceglobe users are unlimited and do NOT count against your minutes.
Q :	Is my credit card secure?
A :	Yes. All the credit card payment transactions are secured. The credit card data is securely encrypted and transmitted over an encrypted SSL connection. Furthermore the Voiceglobe website's security is certified by GlobalSign. You can confirm the succesful certification of your browser here.
Q :	How can I get my invoice? Or how can I view my balance?
A :	An electronic payment confirmation and invoice is sent automatically to your email account just after your credit card clearance has sucesfuly confirmed. You can check your current balance of calling time at any time by logging in the secure pages of Voiceglobe website, under the option "My Services", available only for its customers.
Q :	Can I print out my invoice?
A :	Yes. You can retireve a printable version of your invoices in Voiceglobe's website under "My Account > Billing Information" pages.
Q :	How do I refund my account?
A :	You can refund your account(s) either automatically or manually. During the order of your account you can select the initial amount of your account balance, together with the option to automatically refund your account when its credit balance drops below a minimum limit. In that way you don't have to worry if you have always enough balance for your calls. Alternatively, you can choose to refund manually your account(s) by monitoring its balance. You can do that from an existing button fount in My Account > My Services page. Finaly you can request a refund of your account by sending an email request from your submitted email to mailto:sales@voiceglobe.net?subject=Please refund my account

Calling Plans
Q :	Can I change my plan any time?
A :	Yes. You can upgrade, downgrade your billing plan by accessing your account on Voiceglobe’s web site at any time and making the necessary adjustments. Alternatively, contact support@vocieglobe.net for assistance.
Q :	Is this service limited only in my country?
A :	No, VoiceGlobe Internet Telephony is a worldwide service, limited only to places where Internet access is not available. Furthermore, Wireless Internet Telephony is also applicable using the technology advances of public WiFi Hotspots, connecting through your laptop or PDA while on the move. VoiceGlobe is already working to validate its VoIP services over WiFi networks and made agreements with Hotspots providers, pioneering the idea of FREE or low cost WIT (Wireless Internet Telephony). VoiceGlobe is planning also to validate and implement Internet Telephony over Satellite Internet connections, offering VoIP service as you are, for example, sailing, camping, or flying to your next business meeting.

Equipment & Connections
Q :	Can I use my existing phone with my Voiceglobe service?
A :	Yes you can. Just connect your phone to one of our ATAs we offer and you have full usage and functionality. This is a popular option with many of our customers who wish to use their cordless hones.
Q :	I travel a lot. Can I use my service when I am on the road?
A :	Your Voiceglobe account provides you with complete portability. Use a softphone on your laptop to log in and access your service from anywhere in the world. Or, take with you your ATA or I P phone and connect through any broadband connection worldwide! Please remember that the quality of your service may be affected by the quality/bandwidth of the broadband connection you are using. Callers who need to reach you from your local calling area will be making local calls to your Voiceglobe line even if you are out of town or outside the country.
Q :	Will my Voiceglobe service work with my existing home network?
A :	Although Voiceglobe does not quarantine the interoperability of equipment unknown or untested with our network, in most cases it is possible to add a Voiceglobe ATA of IP phone to an existing hone network. Please e-mail us at support@voiceglobe.net and we will try to assist you in this matter.
Q :	Can I use my Voiceglobe service behind a firewall?
A :	Yes you can. However you need to setup your firewall in order to allow incoming and outgoing traffic, to and from the IP address of your VoIP device (either your PC running a softphone, your IP phone or analogue adapter). You have to take care to allow the UDP traffic in the range of ports in which your VoIP device operates. It is recommended to consult your device or softphone user manual in order to specify the exact UDP ports.
Q :	Is Voiceglobe responsible for the quality of my Voice communication?
A :	NO, the Voiceglobe network is not responsible for the quality of your VoIP communication. There are two major quality factors of your VoIP communication: i) The most important one is the available bandwidth and the quality of your connection to the Internet. VoiceGlobe strongly recommends the use of a broadband connection (minimum 128Kbps) for really high quality of communication. Additionally, high internet traffic use in your area may adversely impact the quality of your connection. ii) The second factor is quality of your Soft or Hard-phone device. Softphones are affected by the functionality of the algorithms implemented in the software itself, and, notably, by the processing power of the PC where the Softphone is running (CPU, bus memory, Operating system, number of concurrently running processes, etc.). Such resource availability issues can affect dramatically the quality of a connection, particularly in non-broadband connections. When you are on a call to another Voiceglobe subscriber the quality of the connection will be subject to the quality of the internet connections of both parties.
Q :	The quality of my VoIP communication is poor. How can I improve it?
A :	As a rule of thumb, first of all always consider that your resources might not be responsible for the poor quality of communications you may be experiencing. So, try to confirm with the other party/ies that both of you are in compliance with the minimum recommended for VoIP solutions. If indeed you need to upgrade your resources to achieve better communication quality, here they are some useful tips: i) Upgrade your Internet connection to a broadband one with a bandwidth of at least 128Kbps. ii) Check for the available voice compression algorithms implemented in your Softphone, IP phone or ATA, and try to enable the appropriate ones for your type of connection. For further technical details on this matter, check our support pages, or contact us at support@voiceglobe.net. iii) Try to use any other Softphone application, especially the ones recommended by VoiceGlobe. Even better replace your Softphone by an IP phone or ATA device. Particularly, for low-end bandwidth connections or non-broadband ones, a hard-phone device can improve appreciably the communication quality.

Features
Q :	I forgot my voicemail pass code; please help.
A :	E-mail us at support@voiceglobe.net and we will resend you your voicemail password.
Q :	I'm using more than one desktop PC for my daily tasks. Do I need multiple VoiceGlobe subscriptions and call numbers?
A :	No, you don't. You just need one subscription and one call number. After that, every time you sign in the Voiceglobe network, either using a desktop PC running Softphone, or an IP Phone, all your numbers are valid and automatically routed to your current location. It is also possible to use your individual Voiceglobe account to sign in multiple devices concurrently. In that case, all of your connections will ring when you are called.
Q :	Are enhanced features like call forward, call waiting or conference call supported by the recommended Softphones?
A :	Yes they are. However, in most of the cases, the vendors do not distribute the enhanced features enabled products for free. You can contact our support team (support@voiceglobe.net) describing your needs, desired features, and your budgetary expectations to obtain advise on the matter.
Q :	How do I access my voicemail?
A :	You can access your voicemail directly from your VoIP device by dialling *98 If you use the Voiceglobe SIPphone there is a voicemail indicator informing you that you have a voice message in your mailbox. In that case you can directly access your voicemail by clicking on the indicator.
Q :	How can I set up my voicemail?
A :	Your voice mailbox is automaticaly set when your Voiceglobe account is activated. You don't have to take any care for that.

General Information
Q :	What are VoIP and Internet Telephony?
A :	Voice over IP (VoIP) is a networking technology that provides the context for transmitting voice over the Internet, taking into account all the relevant requirements of real-time interactive communication to achieve acceptable voice quality. As Internet is growing worldwide and the available bandwidth increasing, THE Internet Telephony expands its possibilities. Today, as broadband Internet access is a reality for more and more people around the globe, the technology of Internet Telephony is able to offer great quality of voice and enhanced communication services, at minimal or no cost.
Q :	What is an IP phone (Hardphone)?
A :	IP Phone is the most efficient solution for enjoying FREE or low cost Internet Telephony, either in private or professional applications. IP Phones integrate VoIP technology into a regular-like telephone handset, offering advanced communication features. Their main benefits include premium voice quality, elimination of any need for a desktop PC or other IT device or related expertise, and finally transparency from any infrastructure technology. IP Phone products vary from affordable devices for home or small office use to pricey, advanced devices for medium and large size enterprises able to support the total communication needs of an organization with enhanced business mgmt applications.
Q :	How can I join the VoIP community?
A :	Voiceglobe’s mission is to bring Internet Telephony to everyone, even if one is not an Internet or PC desktop user! The easiest way to start is to visit VoiceGlobe’s web site (www.voiceglobe.net). As a first step to join the global FREE voice Community, you will need to subscribe and obtain a Voiceglobe account. As soon as your account is activated you can follow our simple instructions and start enjoying Internet Telephony.
Q :	What is the best Internet access connection for high quality Internet Telephony?
A :	Any stable, digital connection of more than 128Kbps (or 256Kbs ideally) is sufficient for excellent quality Internet Telephony. For residential users the best solution currently is the use of a cost effective DSL connection. This will allow Internet calls with quality levels similar, or better that those of a regular telephone connection.
Q :	I travel regularly to several countries. How can I use the VoiceGlobe service from different locations around the globe?
A :	If you are already a VoiceGlobe subscriber, you only need an Internet connection (preferably a broadband one) and a Softphone running in your laptop, PDA, or desktop you can access. Sign in to VoiceGlobe network and your will be ready to make, receive calls, or check your voicemail. Additionally, VoiceGlobe is planning two more services for frequent travelers. First, we are working on special agreements with the best known hotel and accommodation providers worldwide in order to deploy IP phone based VoIP services for their customers. In this case, a subscriber will only need to log in from the IP phone in his/her hotel room in order to make, receive calls, check voicemail, organize or participate in conference call bridges, etc., over VoiceGlobe’s network. Secondly, we aim to provide Internet Telephony through any Internet access point, like Internet Cafés, Public Libraries, Internet Kiosks, by implementing Web-based applications, executable by any script-enable Web browser. In this manner, any VoiceGlobe subscriber or Internet surfer (even if she/he is not subscribed to VoiceGlobe) would be able to call for FREE any VoiceGlobe subscriber from any place around the world, even without access to her\his own PC and Softphone application.
Q :	What is a Softphone?
A :	Softphone is a software application running on Desktop, Laptop or Pocket PC devices enabling easy-to-use telephony environment for initiating or receiving calls either over the public Internet, or inside a private enterprise network. In this way, you can easily convert your PC to a powerful "virtual" telephone device. Softphones vary from entry level applications with limited telephony features to highly sophisticated applications with plenty of advanced options for implementing powerful software based real-time communication centers.
Q :	What is the best Softphone in the market?
A :	That's difficult to say. VoiceGlobe associates & working groups are continuously evaluating new Softphone products to propose to our service users. In the VoiceGlobe web site you will find relevant pages introducing and recommending several feature-rich products. Those pages will be updated regularly based on the introduction of new products -or product updates, information published by the developers, our internal assessment, and VoiceGlobe users' evaluations.
Q :	Is it possible for anyone who doesn't have a PC to join Voiceglobe Internet Telephony?
A :	Yes it is. However, you will need to acquire a low cost broadband Internet connection. Furthermore, you’ll have to obtain an IP Phone or an Analogue Terminal Adapter for regular phones. You will then be ready to make or receive calls to or from any other VoiceGlobe subscriber around the globe at no cost. Optionally, you can call any regular telephone line in the world, using the gateway services of VoiceGlobe wholesale partners.
Q :	What is an Analogue Terminal Adapter (ATA) for regular phones?
A :	VoIP Analogue Terminal Adapters (ATA) are hardware devices that act as a Gateway between analogue devices (regular headphones, cordless phones, or fax machines) and any data network or Internet link, allowing them to place or receive FREE or low cost calls over a private Intranet or the public Internet. ATAs are the most suitable solution for residential users that have limited or no experience in using Desktop PCs. They can be used jointly with a regular cordless phone, offering maximum functionality, sharp quality, and no or limited cost to the end user. ATAs could also be used by small enterprises that would like to implement a low budget solution to integrate Voice and Data services using their existing LAN infrastructure and Internet access.
Q :	What are the benefits using an IP phone or ATA for regular phones, compared to a Softphone desktop application?
A :	The main benefits of a "hardphone" device as compared to a Softphone application are: i) State of the art quality of Voice communications without reliance on, or interference from a PC. ii) Ultimate transparency of the VoIP communication process to the end user; one doesn’t need to be familiar with PCs, Operating systems, Software installation & configuration, or IT troubleshooting; just pick-up the phone and call. iii) IP phones or ATA devices dedicated to voice calls are always at a ready-to-use status; you don't have to wait for your PC to boot and load software in order to make a call, or to keep your PC always on in order to be able to receive calls. iv) Portability; you can easily move these devices and plug them to different rooms in your home (or even when you are away on business or holidays). v) Cost; the total cost of IP device based solution is smaller than that of a PC only used for VoIP communication

Setting up my service
Q :	What are the minimum requirements for my service to work?
A :	VoiceGlobe strongly recommends the use of a broadband Internet connection, of at least 128Kbps (for both upstream & downstream) priced at a fixed monthly rate. In this manner, you have 24/7 connectivity to the Internet and you can also easily use an IP Phone device in parallel to your desktop PC, thus enjoying maximum quality of FREE Voice service and full independence from any PC availability or technical expertise.
Q :	What do I need to start using Internet Telephony?
A :	1) If you a have a personal or business connection to the Internet, then you will need the following: i) Subscribe to Voiceglobe and obtain a user ID and a unique call-number. ii) Download a suitable Softphone application (either normal or enhanced) to run on your computer, thus converting your PC to a "virtual" telephone device utilizing the convergence of Telecommunication and Information technologies. -or- Purchase from our e-shop an ATA or IP phone to allow for seamless IP telephony capabilities without dependencies to your PC. You will then be ready to make or to receive calls from other VoiceGlobe subscribers, as in any regular telephone line. Alternatively, you can use a cost effective, powerful IP phone device, enjoying both exceptional voice quality and functional freedom, as you don't need a PC for your Internet Telephony communication.
Q :	I'm using more than one desktop PC for my daily tasks. Do I need multiple Voiceglobe subscriptions and call numbers?
A :	In fact yes. For anti-fraud protection, all the pre-paid Voiceglobe accounts cannot be registered from more than one VoIP UA (User Agent) at any time. So, if you really need more that one concurrent functioning phone numbers, it is recommended to purchase more than one calling service.

On line account Information
Q :	How can I see the calls history of my account(s)?
A :	You can easily check your calls history under the restricted only for Voiceglobe subscribers page "My Account > Calls History". Under your calls history you can find all the CDRs (Calls Detailed Records) for the Dialled, Received or Missed calls of all your accounts.
Q :	How do I update information on my account?
A :	You can change your personal information, (billing address, contact information, shipping address, technical info, etc.) of your Voiceglobe account, by logging in to the restricted pages only for Voiceglobe subscribers at "My Account". Please make sure that your billing address, including the zip code, matches the address on your monthly credit card statements.
Q :	Can I change my IP phone number?
A :	The 8-digit Voiceglobe SIP number is generated automatically, assigned to any new Voiceglobe subscriber at no cost, and cannot be selected. However, any Voiceglobe subscriber can request additional phone numbers, available in several countries and cities acquired by Voiceglobe, at a minimal monthly fee. In most of the Voiceglobe calling plans a phone number could be selected in one of the countries covered by the plan, without any additional cost.
Q :	How do I change my username and password for accessing my account?
A :	Your submitted email address is used as username for accessing the restricted Voiceglobe webpages. You can change your email address after sucessfully login in My Account page of personal information. Make sure that the new email address is a valid one in order to avoid any access problems after modifying it. You can also modify your access password at "My Account > Change Password" page.
Q :	Can I add more lines to my account?
A :	Voiceglobe allows you to add multiple phone numbers to the same account. Now you'll be able to see all of your calls on one convenient bill.

Products & Services
Q :	How can I call any other Voiceglobe subscriber?
A :	Just as in any other telephone network you need to know the call ID, or number of the person or entity you’d like to call. VoiceGlobe offers 3 ways for call identification to its subscribers: a) Your account user ID, selected during your sign-up process. b) A 5-digit unique Call number for all the VoiceGlobe users for easy-to-remember identification. c) Optionally, any Voiceglobe subscriber can request one or more E.164 compliant call numbers which could be the same as his/her home, office or mobile number! In that way you can be easily contacted through the Voiceglobe network from any friend or associate who already knows your regular telephone numbers. As VoiceGlobe subscriber, you could have as many numbers as you’d like and you can have ALL of them ringing wherever you are connected, at any time! Furthermore, if you don’t know by heart the number(s) of another Voiceglobe subscriber, you can easily find it utilizing our Users' Directory. It's an easy-to-use search engine, where anyone can find VoiceGlobe users' contact information (only if such a user permits so.)
Q :	Can I use my old fax machine?
A :	Yes you can. Voiceglobe offers dedicated fax lines for a low monthly charge.
Q :	How can any other Voiceglobe user contact me?
A :	In order to be contacted by any other Voiceglobe user, you have to be connected to the Internet and register to the VoiceGlobe VoIP network. This can happen automatically any time you access the Net or in a 24h/day basis if connected via a DSL broadband connection, or any other permanent Internet access. Furthermore, the other party will need to know your VoiceGlobe call number(s) or account id. An efficient way is to include your numbers in your electronic and paper signatures to inform your associates of your VoiceGlobe IDs. Also you can be easily contacted by anyone, if you authorize your inclusion to the VoiceGlobe Users' Directory. This is accessible by any Internet user worldwide who is looking to contact a VoiceGlobe subscriber.

Service issues & troubleshooting
Q :	Is my softphone MAC compatible?
A :	coming soon
Q :	How do I reboot my ATA?
A :	 Unplug only the power cable from the back of your cable/DSL modem.  If you have a router, unplug its power cable.  Unplug the black power cable from the back of the ATA  Wait at least 2 minutes or follow the Cable/DSL modems manufacturer's instructions.  Plug your Cable/DSL modems power cable back into your device and wait for it to start up completely before continuing.  If you have a router, plug the power cable back in and wait for it to start up completely before continuing.  Plug in the power cable for the ATA.  Wait at least 3 minutes.  Reboot your computer and check to make sure that you have an Internet connection.  Pick up the telephone receiver and listen for a dial tone.
Q :	My ATA stopped working. Please help!
A :	Do the following: - Make sure the telephone is plugged into the appropriate port, Phone 1 or Phone 2. - Disconnect and re-connect the RJ-11 telephone cable between the Router and telephone. - Make sure your telephone is set to its tone setting (not pulse) - Reboot your ATA - Check your computer to make sure that you have an Internet connection.
Q :	Why is the quality on my line poor?
A :	Poor quality is usually associated with Internet connectivity issues. High latency (too much time for the data to be transmitted over your Internet connection) and packet loss (information is lost over your Internet connection) can adversely affect your calling experience. Contact your broadband Internet provider for inquiries as to any such problems with your connection.
Q :	I downloaded X-Pro and it doesn’t work.
A :	coming soon

Shipping & Tracking
Q :	How can I track my order?
A :	If you select a secure shipping method, the tracking number will be sent to you together with the shipping confirmation message of Voiceglobe.
Q :	The product arrived damaged. How can I return it?
A :	Please refer to the terms of our return policy. To return a product, please issue a trouble ticket online to obtain a return authorization (RA) number.