Frequently Asked Questions
General Usage of XLVoice PAP2T
Q: How do I make a call?- To make an overseas call, simply send one of our Linksys phone adapters to the country which you wish to call, connect it to the internet and you will be able to ring your phone adapter in these countries by dialing a Singapore number!! NO IDD charges!
- To make a call from overseas, having the phone adapter connected to the internet, you will be able to call back from these phone adapters directly to Singapore by dialing the 8 digit Singapore number with no IDD charges. It is as if you are on a phone in Singapore!
- To call a local Singapore number, please press 9 first before dialing the Singapore 8-digit phone number.
- To call another XLVoice extension, just dial the 4 digit extension number.
In order to call from regular PSTN phone to your XLVoice Phone Adaptor, simply dial your 8-digit XLVoice phone number. Each XLVoice Phone Adaptor comes with a REAL Singapore 8-digit phone number beginning with 3125 (e.g. 3125 8888).
Q: How do I make an IDD call?
To make an IDD call (that is, to make a call to any countries other than Singapore), please dial in this format :-
001< Country Code >< Area Code >< Phone Number >
Please note that you do not need to append a 9 in front when you are doing IDD dialing.
Q: Why can't I make IDD calls?
IDD services are not activated by default. You can activate it through the Online Portal. Go to Value Added Services and click Activate IDD Services.
Q: Where can I see the IDD rates?
You can find a summary of our IDD rates at the following link http://www.xlvoice.com/va_services.asp. For a complete IDD rates table, please login to our Online Portal.
Q: How do I apply for Value-Added Services?
You can apply for any of the Value-added services at the following link http://www.xlvoice.com/va_services.asp.
Q: The sound quality seems to be very poor. Is it possible to improve the quality?
Please note that voice quality is network bandwidth dependent so if your network faces any congestion, the voice quality will suffer. Usually an ongoing call will require at least 30kbps in order to obtain a reasonable call quality.
Q: The Ethernet LED on my XLVoice PAP2 is blinking rapidly and I am unable to make calls out or receive any calls.
This is normally due to the following reasons :-
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A faulty network cable being used
Replace the faulty network cable - Your network is not DHCP enabled
Ensure that your network is DHCP enabled and your Phone Adaptor is getting an correct IP Address
Q: I cannot hear anything while receiving or making calls.
This is due to the firewall settings on your router. Please ensure that Port 5060 and 5061 carrying the signaling traffic has been opened. You will also need to open your firewall for UDP on ports 16384 to 16482 (both incoming and outgoing).
If you are able to cause the called party number to ring but are unable to hear the other party (1-way voice), this is caused by the UDP ports 16384 to 16482 being blocked.
If you are unable to cause the called party number to ring, TCP/UDP 5060/5061 is being blocked.
Q: When making or receiving calls, I can hear static.
There are three possible reasons for static, interference from external devices, faulty cables or faulty phones. Check that there are no devices that might cause interference near the Phone Adaptor. Try using another cable or phone if the problem persists.
Q: I've tried all the advices available in this FAQs but I still face problems. How do I get further assistance?
Our Technical Helpdesk can be contacted at the following :-
Email: support@xlvoice.com
Phone: +65 3125 8518 (9am - 6pm, Mon - Fri GMT+8)
Please include the following details: Name, Contact, Line 1, Line 2, Email, Phone adapter serial number and description of problem faced. Our Technical Support Personnel will attend to you within a working day.
Subscription and Billing
Q: What are the monthly subscription rates and local call charges?
Monthly subscription rates start at S$10 per account per month while outgoing local call are charged at 2 cents per min (SGD). Each line represents an account. For example, if your lines are 31253912 for phone port 1 and 31253913 for phone 2, you will have to register for two separate accounts. Your monthly subscription will amount to $20/mth ($10 for each line).
Q: How will I be billed?
XLVoice is a prepaid service. You will be able to top up your account via our Online Customer Portal with your credit card. Subscriptions and call charges will be deducted from your Online XLVoice Account. All transactions will then be reflected in the Transaction History during your portal login.
Last updated on 7 Mar 2007
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Contact us at :
Ph : +65 3125 8518 Email : sales@xlvoice.com
Copyright © 2007 SuperInternet (S) Pte Ltd. XLVoice® is a Registered Trademark of SuperInternet ACCESS Pte Ltd, a wholly owned subsidiary.