Frequently Asked Questions
  1. Can I Take My Phone Adapter with me when I travel?
  2. Does my Computer Have to be turned on?
  3. What is VOIP /Internet Voice?
  4. What is the bandwidth required for each of the VOIP call? Is the voice quality good if on 56kbps dialup network?
  5. Did your product require a fixed IP to operate?
  6. How is the voice quality of your VOIP Products? Many of the VOIP products in the market have the major voice problem like delay, echo and etc and how do you all resolve this issue?
  7. Is there any hidden cost like local gateway access fees or other charges?
  8. Do I need to dial a specify numbers or access code when I want to make a VOIP call?
  9. Does your VOIP connections can be shared by my entire phone user?
  10. If there is a power failure or Internet connections breakdown, will my user able to make a phone call?
  11. My company Internet is so congested and always get affected with computer virus. How are you going to deploy
    your products into this environment?
  12. Can I fax over VOIP?
  13. Why do I need to use VOIP products for my company?
  14. What Are some disadvantages of Internet Voice?
  15. How Can I Place a VOIP Call?
  16. What Kind of Equipment Do I Need?
  17. Is there a difference between making a Local Call and a Long Distance Call?
  18. Can I share my VOIP connection can be with other users?
  19. If I have Internet Voice service, whom can I call?
  20. What Are Some Advantages of Internet Voice?
  21. What Are some disadvantages of Internet Voice?
  22. Can I use my computer with your service?
  23. What are the startup costs?
  24. Is it easy to set up?
  25. Does unlimited mean local and long distance calling?
  26. How will SunISP be billed?
  27. Will I get a directory listing for my VOIP phone number?
  28. What features are included with my VOIP and how do they work?
  29. How long does it take to get my service started?
  30. I have my own hardware can you provide me service?
   
Answers  

1. Can I Take My Phone Adapter with me when I travel?

You may be able to use your VOIP service wherever you travel as long as you have a high speed Internet connection
available. In that case it would work the same as from your home or business.

 
   
2. Does my Computer Have to be turned on?
R/ Not if you are making calls with a phone and adaptor or special VOIP phone, but your broadband Internet connection
needs to be active. You can also use your computer while talking on the phone.

 
   
3.What is VOIP /Internet Voice?
R/ VOIP allows you to make telephone calls using a computer network, over a data network like the Internet. 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
so you can speak to anyone with a regular phone number. When placing a VOIP call using a phone with an adapter, you'll hear a dial tone and dial just as you always have. VOIP may also allow you to make a call directly from a computer
using a conventional telephone or a microphone.

 
   
4. What is the bandwidth required for each of the VOIP call? Is the voice quality good if on 56kbps dialup network?
The bandwidth required is 8 kbps. The voice quality is still very good and no significant compare to normal PSTN voice quality.

 
   
5. Did your product require a fixed IP to operate?
No fixed IP is required to operate, this products support static, private, dynamic IP, PPPoE, NAT and DHCP.

 
   
6. How is the voice quality of your VOIP Products? Many of the VOIP products in the market have
the major voice problem like delay, echo and etc and how do you all resolve this issue?
      
Using our service the voice quality, is even better than normal PSTN /ISDN device’s voice quality. SunISP have tested a various products and have come up with a feature, which is considered as an Echo test (613), which allows you to test the delay and be able to adjust it if you are using Satellite systems. SunISP VOIP products had special treatment and process to resolve those voice quality issue like delay, echo, jitter, packet lost etc.

 
   
7. Is there any hidden cost like local gateway access fees or other charges?
No, there will not be any hidden cost for you; this is only one-time charge + the plan of your choice. For the broadband fees, you just need to pay a little fixed monthly fee to your ISP provider (eg 512kbps bb is only RM 88/ month).

 
   
8. Do I need to dial a specify numbers or access code when I want to make a VOIP call?
Nope, one of our product special features is you do not need to dial a special number or long access code to make a free VOIP call. You just dial the number including the 1+ 10-digit number or if International, 011-country code and phone number to make a call, it will not affect your dialing behavior.

 
   
9. Can I share my VOIP connection can be with other users?
Because a lot of VOIP products is designed based on dedicated user instead of sharing by all users. Unlike majority of other standalone VOIP products, our products can be integrate to your existing PABX/KTS system and shared by all the users.

 
   
10. If there is a power failure or Internet connections breakdown, will I be able to make a phone call?
If your Internet goes down and you have no other Internet connection you will not be able to use the VOIP. If the problem is only power outage on your home or office we suggest a back up like APC to keep your system active.

 
   
11. My company Internet is so congested and always get affected with computer virus.
How are you going to deploy your products into this environment?

Normally for medium size of company or corporate, we will recommend them to apply a low cost dedicated ADSL/SDSL connections for the VOIP connections to prevent mix with the computer IP network to avoid bandwidth issue and computer virus problem that might affect the VOIP performances.

 
   
12. Can I fax over VOIP?
Yes, we are currently working on this feature to allow users to fax over Internet; this added feature would be ready in early summer of 2005.

 
   
13. Why do I need to use VOIP products for my company?
  • Cut down the communications cost.
  • Improve and enhanced the current communications.
SunISP VOIP series can provide more advanced business application functions that traditional PSTN/ISDN products can’t deploy.

 
   
14. What are some disadvantages of Internet Voice?
If you're considering replacing your traditional telephone service with Internet Voice, there are some possible differences:
  • Some Internet Voice services don't work during power outages and the service provider may not offer backup power;
  • It may be difficult for some Internet Voice services to seamlessly connect with the local 911 dispatch center or identify the
    location of Internet Voice 911 callers; or
They may or may not offer white page listings.

 
   
15. How Can I Place a VOIP Call?
R/ Depending on the plan, to place a VOIP call is to pick up your phone and dial the 1+area code and number or for international calls 011+country code and number.

 
   
16. What Kind of Equipment Do I Need?
R/ It depends on your ISP if you are you are DSL or Cable any of our products however if you are using dialup or Satellite Internetthen we recommendation of your equipment would be the SIP express. The system requires a low bandwidth on both lines.

 
   
17. Is there a difference between making a Local Call and a Long Distance Call?
Using our service all calls are considered long distance and international calls and we charge you no taxes and just the plan and per minute charge based on the plan. When you use you local phone from your local telephone company they will charge you a flat rate and a charge per minute based on the destination.

 
   
18. If I have Internet Voice service, whom can I call?
Depending upon your service, you might be limited only to other subscribers to the service, or you may be able to call any phone number, anywhere in the world. The call can be made to a local number, a mobile phone, to a long distance number, or an international number. You may even utilize the service to speak with more than one person at a time. The person you are calling does not need any special equipment, just a phone.

 
   
19. What Are Some Advantages of Internet Voice?
Because Internet Voice is digital, it may offer features and services that are not available with a traditional phone. If you have a broadband Internet connection, you need not maintain and pay the additional cost for a line just to make telephone calls.

 
   
20. With many Internet Voice plans you can talk for as long as you want with any person in the world
(The requirement is that the other person has an Internet connection). You can also talk with many people at the same time without any additional cost.

 
   
21. What are some disadvantages of Internet Voice?
If you're considering replacing your traditional telephone service with Internet Voice, there are some possible differences:
  • Some Internet Voice services don't work during power outages and the service provider may not offer backup power;
It may be difficult for some Internet Voice services to seamlessly connect with the 911-dispatch center or identify the location of Internet Voice 911 callers; or they may or may not offer white page listings.

 
   
22. Can I use my computer with your service?
Your computer is not required to use VOIP service. If you want to use your computer to surf the Internet and talk on your telephone at the same time, you will need a router that supports DHCP and NAT.

 
   
23. What are the startup costs?
When you subscribe to SunISP with a basic service plan, you will pay for the hardware cost of your choice and the plan and shipping and handling that’s based on DHL shipping rates to that country.

 
   
24. Is it easy to set up?
It’s simple. Within minutes you can have your service up and running and make your first phone call. Simply plug the telephone adaptor (provided) to your router or network and then to your telephone.

 
   
25. Does unlimited mean local and long distance calling?
The unlimited calling is unlimited based on a residential usage and businesses usage. If you are using a SunTAlk unlimited for residential you will not able to use this plan for Businesses. This plan is not designed for marketing companies or Internet Cafes, for large volumes of minutes over 4000 minutes and up a month would be purchase on a month-to-month basis.

 
   
26. How will SunISP be billed?
Your credit card will be billed directly by SunISP for VOIP service.

 
   
27. Will I get a directory listing for my VOIP phone number?
No, you will not get a directory listing for your new phone number. Directory assistance is available for $.99 per call by calling 1-(area code)-555-4141.

 
   
28. What features are included with my VOIP and how do they work?
Your VOIP includes a number of useful features. Click here for details: VOIP features.

 
   
29. How long does it take to get my service started?
You account is set up almost as soon as you place your order. It will take around a week for your equipment to arrive in the mail. It will only take you a few minutes to set up your equipment.

 
   
30. I have my own hardware can you provide me service?
Yes, you would go to the website and go to the signup page for VOIP service, you would have to pick a plan and have the following Serial number and MAC number to provide to us this will take a few minutes and you will be receiving an email with your new phone number and account information.