VoIP: How we test
Our VoIP review looked at 16 of the most popular VoIP services offering the ability to call computers, landlines and mobiles over the internet. We excluded VoIP services that are only available to customers of a single broadband provider (such as Orange).
During a two week period in August 2008, we registered with each of the 16 VoIP services and assessed each one in five areas: features, sign-up process, ease of use, call quality and functionality.
Each VoIP service was rated out of five for each category and these scores were used to create an overall percentage score for each VoIP service.
We chose pay-as-you-go VoIP tariffs where possible, and used each VoIP service’s bespoke or recommended third party softphone for computer calls, and a third-party VoIP phone for handset calls. We chose comparable equipment where bespoke hardware was compulsory for sign up to a VoIP service.
Features
We compiled a benchmark list of key features of value to home users, including whether a geographical number is available for inbound calls and whether the service is compatible with third-party hardware. To create a score for features, our assessor catalogued which key features were offered by each service, how well they functioned and any additional, unique or atypical features on offer.
Sign-up process
We looked at how easy it is to register with each VoIP service, the depth of personal information necessary to open an account, and the quality, coherence and scope of pre-sign up information available on each VoIP service provider’s website.
We also considered the availability of a free trial or no-commitment tariff, sign-up costs and how quickly we were able to make calls after initially registering our details.
Easy of use
We evaluated the process of making calls and servicing VoIP accounts (including viewing billing and call history information).
We examined the quality and simplicity of the user interface (on website account management pages and softphones), the scope of user guides and help information and the quality and speed of payment and security tools.
Call quality
Calls were made from a PC using a headset and VoIP phone during off-peak broadband times, and the overall sound quality for both the speaker and listener was assessed. We took into consideration the amount of distortion, any interference or service interruptions and whether voices were clearly recognisable. All test calls were made using the same headset and hardware unless bespoke hardware was a compulsory element of the VoIP service.
Functionality
The overall quality and responsiveness of the website and software was assessed, along with payment options and problem-solving features such as the availability of one-to-one support.