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NetCall Frequently Asked Questions
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Q. If I assign a virtual number (Calgary for
example) to my NetCall box, are my calls to Calgary
free?
A. Yes
Q. Can I have two email addresses assigned to my
NetCall account so I receive my voicemail emails at two
locations?
A. No, however you can have your primary email address
forward messages to a second email address, that way you
will receive voicemail emails at both locations.
Q. What are NetCall long distance rates to
countries outside of North America?
A. Long distance rates for all countries can be found
here.
Q. Where do I go to see my NetCall Long Distance
reports?
A. You can login
here to
see a detailed report of your calling history. You will
need to login using your email address and password
assigned to your NetCall account, if you do not have
this information please contact
us to have it resent.
Q. Can someone call me collect on NetCall?
A. No. You cannot make a collect call to the i-box.
Q. Can I connect more than one computer to the i-box,
allowing me to share my Internet connection?
A. Yes. The NetCall Voice Gateway functions as a NAT
(Network Address Translation), an Internet standard that
enables a local area network (LAN) to use one set of ip
addresses for internal traffic and a second set of
addresses for external traffic. A NAT box (NetCall Voice
Gateway) located where the LAN meets the Internet makes
all necessary ip address translations.
Q. How do I make free NetCall to NetCall calls?
A. Just dial the NetCall phone number for the NetCall
customer you are trying to dial. The NetCall phone
number will only work for other NetCall customers.
Q. Why does my Digital Telephone call break up or cut out?
A. NetCall works on the upstream bandwidth, if people are
downloading music from your computer this could affect
call quality because your available upstream bandwidth
will be reduced by the amount taken for the file
transfers. Ensure you aren't running a file share
program on your computer such as Kazaa.
For information on disabling file sharing software visit
http://www.sunwave.net/internet_bandwidth.asp
Q. What additional equipment is required?
A. The NetCall starter kit consists of all required hardware
and cables for installation. There is no additional
equipment required that you must purchase. The only
additional requirements that you must provide are a high
speed internet connection from an ISP of your choice and
a standard touchtone telephone set. Caller ID requires a
display capable telephone set.
Q. How do I cancel my NetCall service?
A. Notify Sun Country Cable that you are canceling your
service by contacting us at (250) 832-9711 or via email
to netcall@sunwave.net
Send the NetCall Digital Telephone Gateway device back to us at:
Sun Country Cable
PO Box 1360
Salmon Arm, BC
V1E 4P5
Be advised that as stated in our
Terms of Service,
Customers will be charged a $144.00 disconnect fee upon
termination of Service unless the Digital Telephone gateway equipment
is returned in good condition to Sun Country Cable
within 14 days.
Q. When are your international rates valid?
A. NetCall international rates are available 7 days a week,
24 hours a day.
Q. Is NetCall a secure voice service?
A. NetCall telephone security is comparable to that offered
by any landline or cellular provider.
Q. Will NetCall work with a firewall?
A. Firewalls can be used in conjunction with NetCall
service. Please consult the documentation for your
firewall device or firewall service provider to ensure
that your firewall is appropriately configured to allow
NetCall service to work.
Q. Can my home alarm system work off the NetCall
service?
A. No, NetCall is a High Speed Internet service and not a
replacement for a primary phone line. Many alarm systems
require the reliability of a primary phone line to be
able to report emergencies. High Speed Internet service
will not work in the case of a power outage and would
therefore not be a reliable replacement for a primary
phone line for the purpose of a home alarm system.
Q. Can I plug the NetCall Digital Telephone Gateway directly
into the local telephone service wall jack and get dial
tone?
A. No, the NetCall Digital Telephone Gateway requires a High Speed
Internet connection. It will not function if it is
plugged directly into a wall jack without going through
a High Speed Internet connection. Any attempt at using
the NetCall Digital Telephone Gateway inappropriately could result in
damage to the equipment.
Q. Can I use a telephone line splitter to operate
more than one telephone off of the NetCall Digital
Telephone Gateway?
A. Yes, it is possible to use a splitter to operate more
than one phone. A cordless phone with companion sets
could also be used.
Q. Will NetCall work during a power outage?
A. No, NetCall will not work during a power outage. It is
dependant upon having a working High Speed Internet
connection, which requires power.
Q. Do I need a router to make my NetCall service
work?
A. No, a router is not required to make NetCall service
work.
Q. Do I need to have my computer on to use
NetCall?
A. No, NetCall requires a High Speed Internet connection, but does
not require the computer to be on at all times. NetCall
does allow a user to talk on the phone and surf the
internet at the same time.
Q. Is NetCall Macintosh compatible?
A. Yes, NetCall services are compatible with any computer
operating system.
Q. What type of telephone do I require to use
NetCall?
A. NetCall will work with any regular touch tone phone. Expensive
IP-based phones are not required to use this service.
Q. Can I still use my computer while I am using
NetCall to talk on the phone?
A. Yes, you can still surf the Internet, work on documents and
send email while using NetCall.
Q. How do I set up my router and High Speed
Internet connection to work with NetCall?
A. For complete set-up instructions, consult the installation and
user guides.
Q. What will happen if there is a problem with my
credit card?
A. A customer will be given 14 days after a declined payment to
provide NetCall with updated credit card information
(i.e. new credit card number, updated expiry date) or
make other payment arrangements. Customers who fail to
comply will have the service permanently disconnected
after 14 days.
Q. How can I make an international call using
NetCall?
A. Simply pick up the phone and dial the international number as
you normally would with your current phone service and
take advantage of the exceptional rates.
Q. How do I make a long distance call using
NetCall?
A. All domestic long distance requires 10 digit dialing. You do
not have to dial "1" first; you simply dial the area
code and phone number to place your call.
Q. Do the people I am calling need to have
NetCall service too?
A. No, the people who you call do not need to be NetCall
customers. The benefit of calling other NetCall
customers is that all calls are treated as if they are
local calls and long distance charges won’t apply.
Q. Will a Fax machine work with NetCall?
A. Yes, NetCall does support the use of a fax machines, however
this feature only works on about 80% of fax machines,
future firmware updates will improve the compatability.
Q. Will NetCall work if I travel?
A. Yes. As long as you have access to a High Speed Internet
account your service and phone number should work. All
your calls will be treated in the same way as if you
were making the calls from your home location. There are
times when due to a different network setup, the service
may not work remotely.
Q. What happens to my NetCall service if I move?
A. If you move, you can still use netCall with the same phone
number however if you move out of the area you may want
to get a new local number for the new area to avoid any
possible long distance charges. The service would
require a High Speed Internet account at the new
location.
Q. Can I get more than one NetCall account?
A. Yes, however customers will be limited to one NetCall account per High
Speed Internet connection.
Q. Can I get 411 directory service with NetCall?
A. Yes, NetCall offers 411 directory services. Customers who wish
to use it can simply dial the area code + 555-1212 for
information in Canada and the USA. A $0.75 charge will
be assessed for each directory assistance call that is
made. Customers can also log on to
http://www.canada411.com for assistance.
Q. Can I get 911 emergency service with NetCall?
A. NetCall is an internet based telephone
service that offers many advantages and most of the same
features as a telco service, but there are a few
limitations that you need to be aware of, especially if
you are using NetCall as your primary home telephone.
A. NetCall needs high speed
internet service to work, so if the internet is down
the NetCall phone will not work.
A. NetCall needs power to work, so your
NetCall service (including the ability to dial 911) may
be unavailable during a power failure or broadband
Internet outage.
A. NetCall 911 service has certain limitations
as compared with traditional Enhanced or E911
A. When you dial 911 using NetCall, you will be connected to an
intermediate operator. This operator will ask that you
confirm your location and will then transfer you to the
emergency services agency that serves the area you have
identified.
A. When calling for emergency help, you must be prepared to confirm
your location and call-back number with the operator.
This is particularly important if you have moved your
NetCall device to a location other than your
registered service address.
A. In the event that you cannot speak, the operator may assume you
are located at the address you registered with your
NetCall service provider. Therefore, you should ensure
this information is updated whenever you move your
NetCall telephone service. Contact
us to update your service address.
A. If you call 911, stay on the line until instructed to hang up;
call back if you get disconnected.
A. You must ensure that you understand the 911 limitations of your
VoIP service and that other potential users are made
aware of these limitations.
Q. Where can I get NetCall service?
A. NetCall Service can be used anywhere you have a broadband
internet connection. As a NetCall customer, you may
request a NetCall telephone number for any of the
NetCall service locations. For instance, you could live
in Calgary and select a Vancouver telephone number. In
addition, all of your calls to other NetCall customers
would be free.
Q. Can I keep my current phone number with
NetCall?
A. At this time it is not possible to transfer your current land
line number to use on your NetCall box. There are plans
to offer this in the future.
Q. Will NetCall work with a dial-up Internet
connection?
A. Yes, NetCall offers a Comm-panion PC Phone option, that is
designed to work over a dialup internet connection.
Q. Will NetCall work with a High Speed Lite
connection?
A. Yes, NetCall will work with a High Speed Lite connection.
Q. Will NetCall work with different types of High
Speed Internet connections?
A. Yes, NetCall can work with nearly all High Speed Internet
services such as DSL, DSL Lite or cable modem. NetCall
will also work with most wireless ISPs including
Airspeed
Wireless, Bell Sympatico, Navigata, Rogers Cable,
Shaw Cable and Telus.
Q. Is Internet service included with NetCall?
A. No, NetCall is a service that runs on your existing High Speed
Internet connection.
Q. How is NetCall different from my current local
telephone service?
A. NetCall is an Internet service that allows a user to make local
and long distance calls in a similar way as you
currently do using your existing phone service. NetCall
offers a wide selection of features in different
packages that can be used with a standard phone set and
your computer. After signing up, you will be sent a
NetCall Digital Telephone Gateway that enables you to use the
service.
Q. Who would benefit the most from NetCall?
A. NetCall is a service that would be perfect for a wide range of
High Speed Internet users, including:
- Busy families who want an inexpensive second phone
line solution
- People who regularly communicate with family or
friends in NetCall served areas
- People who want to receive calls without friends or
family incurring long distance charges
- Home offices |
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