FAQ - Frequently Asked Questions
- What is a broadband or high-speed Internet connection?
- What is VoIP or VoIPing?
- How does VoIP work?
- What are the advantages of using VoIP?
- Why is VoIP getting so much publicity?
- Which do you recommend, DSL or Cable Modem?
- Does the person I am calling need to have SIP XTREME LLC VoIP too?
- How does it sound?
- What numbers do you have available?
- What is E911?
- What are some advantages of E911?
- What are the FCC’s new E911 requirements?
- What happens if I temporarily move my equipment?
- Will my E911 service work in a power outage?
- In what other circumstances will E911 not work?
- How will the 911 dispatchers know my address?
- Will E911 work if I move my equipment to another location?
- Will E911 work if I change my telephone number?
- How does E911 work if I already have service with SIP XTREME LLC?
- How fast should my Internet connection be to use SIP XTREME LLC VoIP?
- Will the Telephone Adapter work in my country?
- Can I use more than one telephone?
- Do I need to have a computer to use your service?
- What do I need to set up the service?
- What types of telephones work with your service?
- What if the power goes out?
- Is SIP XTREME LLC VoIP service cell telephone or wireless telephone service?
- Is Internet service provided with my SIP XTREME LLC VoIP account?
- Can I connect on the road?
- How do you bill for services?
- Will I save on taxes?
- Will I receive a paper bill?
- Can I change my rate plan at any time?
What is a broadband or high-speed Internet connection?
Broadband access and high-speed Internet access mean the same thing. Both refer to continuous Internet connections with speeds much faster than dial-up. There are several types of broadband or high-speed connections - cable modem and DSL are the most common. You need to use a broadband connection for SIP XTREME LLC to experience consistently high quality calls. If you are getting speeds of 90 Kbps or better your broadband connection is fast enough. Dial-up Internet service is not supported.
What is VoIP or VoIPing?
VoIP (or Voice over Internet Protocol) is a new way to make and receive telephone calls. You use your high speed Internet connection (either DSL or cable) instead of a regular phone line. SIP XTREME LLC converts voice signals to data and sends it through your high-speed Internet connection, just like email. Calls ring on the other end - even if you are calling someone with a regular phone - and sound just like regular phone calls.
The big advantage with VoIP is that all your calls cost less and you get more features without paying extra. Compared to regular phone lines, VoIP technology and the Internet are cheaper and more efficient for transporting phone calls and delivering features. The savings SIP XTREME LLC realizes by using the Internet and VoIP technology are passed on to you. You will not lose anything except high monthly phone bills.
How does VoIP work?
SIP XTREME LLC takes voice signals from your standard corded or cordless touchtone phone and converts them to data, using a special device called a Terminal Adapter. Calls are then sent over your high speed DSL or cable connection to the Internet. If both you and another person have SIP XTREME LLC service, calls to each other are free because they only go over the Internet. If you are calling someone (or someone is calling you) and they only have a regular phone line you will still save money. Calls will go over the Internet, but SIP XTREME LLC will make sure they connect with regular phone lines - seamlessly. You will not know the difference.
What are the advantages of using VoIP?
The main advantages to using VoIP is that calls cost less and users get time and money-saving features without paying extra. With VoIP, calls are routed over the Internet, avoiding a significant portion of regulated costs associated with the public telephone network. With the public telephone network, special circuits are reserved and used just for phone calls. With today's technology, VoIP networks use the Internet as a more efficient and effective way to transport calls and deliver features. VoIP networks are cheaper to build and operate. There is no tradeoff in quality, and users save money.
Why is VoIP getting so much publicity?
Because it is cheap, and the quality is better than ever. With SIP XTREME LLC, unlimited local and long distance dialing packages can cost as little as $19.99 a month. You will not find any traditional calling plans that meet these rates. VoIP plans are also great for international callers. Most plans offer rates to Europe of $.03 or $.04 per minute, while calls to Canada are treated like domestic long distance calls. Calls within the network -that is from one SIP XTREME LLC VoIP customer to another- are free. Finally, you will not pay extra for features that help you save time and money.
Which do you recommend, DSL or Cable Modem?
Customers can use either one. Keep in mind that with cable you may have to install additional outlets in your house. DSL uses already installed telephone jacks. DSL is a dedicated connection – you do not share the bandwidth. With cable, you share bandwidth with other homes in your neighborhood. Throughput may slow down, depending on how many users are online at the same time.
Does the person I am calling need to have SIP XTREME LLC VoIP too?
No, you can call anyone with a regular telephone line and they can call you. If the other person has SIP XTREME LLC, the call is free! If they do not, SIP XTREME LLC will make sure the call connects with their regular phone line - you will not know the difference.
How does it sound?
A lot of people cannot tell the difference. Every so often someone will notice some stuttering or clipping. At its worst, conversations may be choppy, similar to talking with someone on a cell telephone with a bad connection. Usually, the reason for choppy voice quality can be traced to heavy traffic on your broadband connection, such as a large file being uploaded or downloaded crowding out voice bandwidth.
What numbers do you have available?
You can pick any number from our entire list, regardless of where your VoIP service is installed. So if you live in LA, you can still have a NYC number. The people you speak to in NYC can call you or you can call them. Either way, it is a local call - it does not matter that your SIP XTREME LLC VoIP phone is in LA. You can even live out of the country and still select a number that lets you keep in touch with family, friends, or business associates in the U.S. Only SIP XTREME LLC service gives you so many choices.
What is E911?
Enhanced 911 or E911 service is a North American telephone network feature that automatically associates your physical address with the your telephone number when you dial 9-1-1. This provides emergency responders with the location of the emergency without the person calling for help having to provide it. Enhanced 911 has been deployed in most metropolitan areas in the United States.
What are some advantages of E911?
If the caller cannot talk or for some reason hangs up, the PSAP (Public Service Answering Points: Police, Sheriff, 911 Dispatch Center, etc.) knows the address. Also, the PSAP will try to call back, but if the line is busy or there is no answer, the emergency services personnel will be dispatched to the address received.
What are the FCC’s new E911 requirements?
On June 3rd, 2005 the Federal Communications Commission (FCC) mandated that all Internet phone service providers interconnected to the public switched telephone network offer E911 as a standard element of their residential and business offerings by November 28, 2005.
The FCC also mandated that all Internet phone service providers inform subscribers of certain circumstances where E911 service may not be available from a phone connected to an Internet phone service, or the E911 service may be in some way be limited by comparison to traditional E911 service. SIP XTREME LLC has implemented E911 service in compliance with these FCC requirements.
What happens if I temporarily move my equipment?
SIP XTREME LLC needs to know the physical location of your SIP XTREME LLC VoIP equipment and service as all times for E911 to function. Otherwise emergency operators may not be able to dispatch emergency personnel to your address when you dial 911.
Will my E911 service work in a power outage?
No. VoIP E911 is different from traditional 911 services because it relies on your broadband connection. Therefore, E911 will not function properly in the event of a loss of power or loss of your broadband connection. In order for your VoIP E911 service to work, you must have power and an active internet connection. SIP XTREME LLC strongly recommends that you keep a landline or cell phone available as an alternative means for placing emergency calls.
In what other circumstances will E911 not work?
E911 will not work if SIP XTREME LLC’s VoIP service is not available, if your terminal adapter, router, or cable/DSL modem fail or are not configured properly, or if your SIP XTREME LLC VoIP service is suspended or disconnected due to billing issues. If there is congestion on SIP XTREME LLC’s network, you may get a busy signal when dialing 911, or it may take longer for someone to answer the call than it would with landline service.
How will the 911 dispatchers know my address?
When you sign up with SIP XTREME LLC, we register the line location address you provide with the ALI (Automatic Location Identification) database. If you make an emergency call, SIP XTREME LLC routes this information to the local PSAP (Public Service Answering Point) associated with that address. The information appears as “screen popes” and allows dispatchers to see your address.
Will E911 work if I move my equipment to another location?
If you move your terminal adapter to another location (for example, if you go to a vacation home), you must update your Line Location Address in order for E911 to work properly. You can do this online through your personal Account Manager or by calling Customer Service. It may take up to three business days for an address change to go into effect.
Will E911 work if I change my telephone number?
If you change your telephone number, you must follow the same procedure you did when you first signed up for service. Make sure the line location address SIP XTREME LLC registers is the physical address where you will be using your new number. Make sure to update your line location address online or by calling Customer Service if you travel with or move your service. It may take up to three business days to register new number and change of address information.
How does E911 work if I already have service with SIP XTREME LLC?
If you have already signed up for a SIP XTREME LLC VoIP plan, you will receive an e-mail notification when E911 service is available. Then follow these easy steps: Log onto SIP XTREME LLC’s Web site with your account number or VoIP telephone number and password
- Click on the new E911 tab.
- Download and read the new 911 Service Agreement. Then click on “Agree”.
- Click on “Line Location Address”. Your Line Location Address is the line location address you provided when you signed up for service. This is the address that will be passed to emergency dispatchers when you dial 9-1-1.
- Make sure this is the physical address where you will be using your service. Edit or update as necessary and click on “Submit”.
Please provide a telephone number where we may call you Monday - Friday between 9AM and 9PM EST. We will contact you only if we have problems registering your line location address. It may take up to three business days to register your address information.
How fast should my Internet connection be to use SIP XTREME LLC VoIP?
We require at least 64kbs of uplink/downlink available per line for placing and receiving calls. Residential DSL service is typically offered at speeds up to 768/128 or 1.5/128. Either one would be adequate. However, if you have a lower speed DSL connection, keep in mind both the quality of your call and the rate at which you download large files may be affected if you are making VoIP calls and surfing the Internet at the same time.
Will the Telephone Adapter work in my country?
SIP XTREME LLC makes it easy to hook up and use your Telephone Adapter in foreign countries. You will not need a special converter because the power supply we send you automatically switches to accommodate between 100 volts and 240 volts power. Here are the details:
- Power Supply: Switching Type (100 - 240v) Automatic
- DC Input Voltage: +5 VDC at 2.0 A Max.
- Power Consumption: 5 WATTs
- Power adapter: 100-240v - 50-60Hz (26-34VA) AC Input, 1.8m cord
Regulatory Compliance:
- FCC Part 15 Class B
- CE Mark
Can I use more than one telephone?
Yes. Your best solution is to get a multi-handset cordless telephone, plug the telephone cable from the base into Port 1 of the VoIP Telephone Adapter, then place the handsets where you need them.
Do I need to have a computer to use your service?
No. Unless you use our SIP XTREME LLC Soft Phone. Your SIP XTREME LLC VoIP service works independently from your computer so a computer is not necessary. However, with a computer you can access your personal Account Manager, view your calling detail and bill, contact customer service, request changes in service, and listen to voice mail messages.
What do I need to set up the service?
First, you need a reliable broadband Internet connection. Second, you will need to install the Telephone Adapter, which comes with the service. You will need a router and an analog touchtone telephone. You can plug any existing home telephone into the Telephone Adapter using a standard telephone jack, then plug the Telephone Adapter into your router, and plug your router into your cable or DSL modem using a standard network cable. Complete instructions are in the Quick Start Guide.
What types of telephones work with your service?
Most touchtone telephones of your choice can be used with your SIP XTREME LLC VoIP service. Typically household telephones are touchtone. Corded or cordless telephones work equally well. Your SIP XTREME LLC VoIP service comes with free voicemail included. So, you do not need to utilize an answering machine at home. However, if you choose to use a home based answering machine and your voicemail feature is currently active please log into your member account and turn off the voicemail feature from your VoIP service.
What if the power goes out?
Because DSL and cable connections rely on modems that need to be plugged in, when the power goes out, so do the modem and telephone adapter your VoIP telephone relies on. But cable lines keep humming in the dark, even though the modems stop working. If you are concerned about losing your telephones during a power outage, consider buying a universal power supply that keep desktop PCs running during a power interruption. By plugging your broadband modem, telephone adapter, and any intervening network routers into that UPS, you will avoid losing telephone service during outages.
Is SIP XTREME LLC VoIP service cell telephone or wireless telephone service?
No. SIP XTREME LLC VoIP is not a cell telephone service, since it uses high-speed internet connections only. However, you can use a traditional wireless household telephone connected to the telephone adaptor.
Is Internet service provided with my SIP XTREME LLC VoIP account?
No. You must already have broadband high-speed internet service to use SIP XTREME LLC service.
Can I connect on the road?
No matter where you connect your telephone adapter to the Internet, the service behaves like you are at home or at your place of business. So when you visit friends or relatives or go on a business trip, you can plug your Telephone Adapter into your friend's, relatives or a hotel's broadband connection and make calls from a standard touchtone telephone. Not only do you avoid cell telephone roaming charges, but calls to your office or home VoIP line ring at your temporary location.
How do you bill for services?
Your Credit Card (Visa, MasterCard, American Express, or Discover) is charged automatically on a monthly basis. Your account will be activated upon sign up, and your billing cycle begins when you have received the telephone adapter and have successfully plugged it in. Each month we charge your account balance automatically to the Credit Card you provided at signup. You will be sent an email notifying you that billing details are available on the SIP XTREME LLC Web site.
In addition to your monthly charge, your Credit Card will be charged automatically whenever your usage exceeds $50.00 worth of calls not included in your service plan. You will be notified via email of such charge.
Will I save on taxes?
Yes. A typical telephone bill includes as much as $10 or $15 in tax and regulatory fees. By comparison, SIP XTREME LLC may assess a dollar or two in regulatory costs. In November the FCC ruled that taxing VoIP services is a federal matter, meaning that, for now, VoIP users avoid paying many of the state and regulatory fees that traditional telephone providers charge. It is impossible to predict the future, but for now the tax savings from VoIP services remain.
Will I receive a paper bill?
No, you will receive an email notification of your charges, which will be automatically billed to you Credit Card you provided at signup. Billing details area available online through your personal Account Manager. We eliminate printing and postage costs so we can pass the savings on to customers.
Can I change my rate plan at any time?
You can change your rate plan or add features whenever you want. When making a change, you may choose to have the change take effect immediately or at the end of your billing period. If you choose to change your plan or add features immediately, you will pay a partial month of your old service plan and a partial month of your new plan.
We will be happy to assist you for either technical support or customer service. Call us toll free at 866-510-7479 Monday through Friday between 9:00AM and 5:00PM Pacific Standard Time, or contact us via eMail.
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