VoIP: FAQs
How does VoIP work?
The easiest way to make calls is through a headset plugged into your computer
When you make a VoIP phone call using your computer, your voice is carried over an internet connection, usually broadband.
Your speech is broken up and carried over the internet as blocks of digital data (the same way that something such as an email would be carried), before being turned back into speech at the other end.
Technically it's possible to use VoIP over a dial-up, or narrowband, service, but the quality of the connection is likely to be poor, and it would tie up your normal phone line in the same way that surfing the web on a dial-up service would.
I've heard that VoIP offers free phone calls – is this true?
Yes and no. Almost all VoIP services offer free calls to people who have signed up to the same service as you (even if they live abroad), but most charge to make calls to traditional landlines through either a fixed monthly fee or a pay-as-you-go (PAYG) system.
Some subscription deals include a bundle of 'free' minutes that can be used to make calls to certain destinations.
You may have to pay a fee to set up your VoIP service and to receive calls. Making calls is often cheaper than using a regular landline, because the type of connection is much more cost-effective.
The reason that calls to other computers are free but you have to pay for calls to and from landlines is that with PC to PC calls you're only involving the broadband network, so it costs no more than sending an email (subject to download limits).
When the normal telephone network is involved, the service provider has to make the connection by opening a gateway between the two networks, which incurs a greater cost.
Is VoIP always cheaper than a landline?
VoIP is often marketed as a cheap alternative to traditional landlines. There's no doubt that it can offer huge savings for many types of call, but don't assume that VoIP will always be better value.
Your best bet might be to operate a home phone and VoIP service in parallel, and pick and choose which offers best value for different types of call. It has to be said that sometimes the quality of a VoIP call isn't as good as a normal landline.
What do I need to get a VoIP service?
The main thing you need is a broadband internet connection – the faster the better. Our broadband report has information on a range of Best Buy broadband services. A slower internet connection will work with some VoIP services, but the quality is much worse.
You'll also need some sort of equipment, whether a headset or an telephone adapter, to make calls. It is possible to use your computer's in-built microphone, but the sound quality is likely to be poor.
Not all VoIP services are Mac compatible, and some may require you to have a more recent version of Windows (2000 or XP).
Don't they all offer the same service?
VoIP is still a relatively new technology, so at the moment there are few minimum standards for VoIP services. This is changing, however, and industry regulator Ofcom has announced regulations that will make the majority of VoIP providers have to offer the ability to call the emergency services.
It is also currently working on a code that will mean service providers will have to make the limitations of their services clear to customers.
There's still big differences between the major services, though, and this makes it hard to compare services on a like-for-like basis.
So, what’s the best service to go for?
That really depends on what you need it for. Use our 'Compare Products' page to find out which products offer the features that suit your needs. The market is still very new, so it’s too early for us to award Best Buy status to any services.
Can I make emergency calls?
All VoIP services that enable users to make calls to and/or from landlines have to offer access to the emergency services, both 999 and 112 (the EU-wide emergency services number).
However, unless your chosen VoIP service both provides location information to the emergency services and has a back up power source, we wouldn't recommend completely replacing your existing landline service with a VoIP service.
Fortunately, as most internet services (with the exception of broadband via satellite and mobile broadband) currently require you to pay line rental to maintain an active landline, there is no additional cost implicit in this; even if you choose to have no landline call package, you can still make emergency landline calls as long as you have a handset attached to your landline.
Some services offer users the chance to register the address they most often use to access VoIP from with the emergency services' database, so that you can be located should you make an emergency VoIP call. It's your responsibility to ensure your location information is kept up to date.
My computer's pretty old – will VoIP work on it?
If you can get broadband, you should be able to get VoIP. Some services may not work with Macs or with older versions of Windows (98 and previous).
Is VoIP secure?
As long as you've got good security on your broadband service, the risks are very low. There's a very small chance that someone could eavesdrop on your conversation – if you're worried, make sure you go for a VoIP service that offers secure encryption.
There have recently been reports of scams (known as 'vishing') which attempt to con VoIP users into revealing their account and credit card details by pretending that their credit card has already been used illegally. Never give out your passwords or financial details to anyone unless you're sure the caller is genuine.
I don't like the idea of talking into my computer – can I use a handset?
Yes you can. You can buy a special handset which plugs directly into your computer’s USB socket and can be used for PC-to-PC or PC-to-phone calls (your computer will need to be on to use the handset).
Alternatively, you can go for a phone-to-phone service, where you plug an adapter into your computer’s broadband modem, and connect a normal handset into the adapter.
The second option operates in a very similar way to traditional phones, and will work even if your computer is turned off, but you'll probably have to pay for the adapter up front. A few services, such as Vonage, offer a free adapter in exchange for signing up to a monthly call package.
I'm happy with my home phone service – is VoIP really worth the hassle?
If you use the internet a lot and already have broadband, then VoIP is likely to save you money, so it depends what you regard as a hassle.
If you just want a PC-based service, all you really need to do is download the (usually free) software (and buy a headset if you want one), and you can start chatting straight away. If you just make calls to other users of the same service, it won't cost you a thing.
In terms of paid-for calls, if you don't use your home phone often, then VoIP may not save you all that much. But if you use your phone a lot, especially for making international or mobile calls, then it’s worth trying VoIP out to see if you can bring your phone costs down.
Do the speed and capping of my broadband package matter?
The speed certainly matters when it comes to the quality of your calls – the faster your broadband service, the better the quality is likely to be. This is because on a faster service, your VoIP calls will have less competition from other internet traffic, such as downloading music tracks or playing games.
The download limit will be important if you plan to spend a lot of time chatting on VoIP. Voice calls are transmitted as data, so each call will count towards your download/upload limit in the same way that sending emails does. One VoIP provider, Sipgate, estimates a one-hour call with their service uses 70 to 80 MB of data.
How do you pay for VoIP calls?
It depends on the service. If you opt for a service with no monthly fee, it’s likely to operate much like a PAYG mobile phone – you purchase a certain amount of credit (easy to do online) and can make as many calls as your credit allows (ie pay-per-minute). You won't receive a bill, but can usually check on the status of your account online to see how much your calls have cost and how much credit you have left.
Some services with a monthly fee also operate on a PAYG basis. For example with Sipgate1000, you credit your account with as much money as you want to (as long as it meets the minimum monthly cost) and select the Sipgate1000 option. This will then deduct the fixed fee from your credit on a monthly basis.
If your credit drops below the minimum level, the program automatically deactivates on expiry of the paid month. You can also stop it manually and revert to the standard Sipgate PAYG tariff at any point up to a day before the monthly renewal. Calls which are not part of your inclusive minutes will be charged on a pay-per-minute basis.
Other services, like Vonage, operate a bit more like traditional home phone services. You pay the fixed monthly fee up front, but are billed for any extra call costs retrospectively. Vonage takes the costs directly from your credit card, so it's a good idea to keep an eye on things online. BT VoIP services are billed on a quarterly basis in the same way (but not on the same bill) as their home phone services.
Bear in mind with all VoIP services that you may not receive a paper bill, so make sure you keep an eye on your usage and costs online.
Do I get to pick my own phone number?
Probably, but the selection may be limited. Some services only offer non-geographic numbers (0845, 0870 or 05); some allow you to select from a range of geographic numbers. Skype allows you to purchase up to 10 geographic numbers attached to one account. Some, such as Vonage, even allow you to select a virtual international number (although the choice of country may be limited); ideal if you conduct a lot of business abroad.
If I don't have a proper handset, how will I know if someone’s calling me?
Your computer will make a noise to alert you that someone is trying to contact you. Make sure you keep the volume at a level where you'll be able to hear the alert.
What if I have a problem with my VoIP service?
It depends on what the problem is. Connection issues could be related to problems with broadband, so before getting in touch with your VoIP provider, it's probably worth checking that everything is running smoothly with your broadband service. If you're confident that broadband isn't to blame for technical problems, contact your VoIP provider.
Your VoIP provider should also be your first point of call for any problems relating to billing or charges. If they are unable to resolve matters to your satisfaction, then after three months you can contact either Otelo (Office of the Telecommunications Ombudsman) or Cisas (Communications and Internet Services Adjudication Scheme) if your provider is a member.