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frequently Asked Questions
Can I surf the Internet and make a voice call simultaneously?
Yes, you may. However, the voice quality of your on-going call may be affected, depending on the volume of data traffic.
Is there a minimal broadband speed for Digital Voice Global to work properly?
When using 1 IAD (line) per broadband connection, it is advisable to have a broadband with minimum download speeds of 512Kbps
and minimum upload speeds of up to 128Kbps.To support more than 1 IAD (line) per broadband connection, it is advisable to have
a minimal broadband speed of 128K x N (where N is the number of IADs connected to a single broadband access). This requirement
applies for both upload and download speeds.
Note:
The above recommendation on minimum broadband speed do not take into account where there are simultaneous heavy
Internet data usage activity, such as downloading/uploading of huge files, as this type of activity can still affect the voice quality. For
Linksys SPA2102-R3 IAD, you will require a router to support more than 1 IAD (line) per single broadband connection. To find out which
routers are supported for multiple IAD (lines) set-up, please call our Customer Care at 1633.
Is there an advantage in using maxOnline broadband than say, SingNet?
Although Digital Voice Global will work over both cable and ADSL networks, StarHub will naturally be able to give better support to customers
using MaxOnline. It should be noted that Digital Voice Global supports only ADSL modems with Ethernet (RJ45) connectors.
Please note that not all ADSL modems and routers are supported by Digital Voice Global.
Does Digital Voice Global support ADSL modem with a separate router?
Please refer to our Customer Care to determine if a particular ADSL modem or router will be supported on Digital Voice Global. Do note
that technical support provided by StarHub to resolve issues when used with ADSL modems (routers) will be limited as these are 3rd
party services/equipment provided by other service providers.
my ADSL modem only has a USb connection. Will the IAD fit into my network?
You will need to switch to an ADSL Ethernet modem in order to connect to the Ethernet port of the IAD.
Will my IAD work when I bring it overseas? Are there any restrictions?
Yes, you can use Digital Voice Global when overseas by connecting it to a broadband device. Your Digital Voice Global will operate as if
you are still in Singapore. When you use the IAD to make a call to a Singapore-registered number, your call is charged like a local call,
and not an IDD call.
However, we cannot provide assurance that Digital Voice Global will work over networks that are not within the control of StarHub. We
recommend that you check with the broadband service provider in the country you will be in to check if there are any regulations or
restrictions on using VoIP service. Also, if you are accessing from a broadband network with a firewall, you may not be able to use
Digital Voice Global.
Note:
For example, when you are in the US and you wish to use Digital Voice Global to call a US number, you have to make an IDD call
using StarHub’s IDD 018 and 008 or those of other IDD service providers provided you have already registered an account with them.
How can I ensure that the Digital Voice Global service works when I bring my IAD overseas?
Before you bring your IAD overseas, you are advised to try the equipment and the Digital Voice Global service in Singapore. This is
because if you encounter issues related to a faulty IAD, StarHub can provide for on-site troubleshooting.
Please also check with the respective overseas Internet service provider if they will block VoIP traffic on their network. Do ensure that the
broadband speed is sufficient and the modem you intend to use provides Ethernet interface.
However, please note that we cannot provide any guarantee that the service will work while you are overseas as the networks/equip-
ment related to the broadband access are not within our control. Therefore, we will only provide support on best effort basis in such
instances.
If I have any connection or call issues when I am overseas, how can I contact StarHub ?
You can call our Customer Care at (65) 6820 1633 when you are overseas. However, you will have to pay for the IDD/call charges for
the respective calls made if you are using the IDD from an overseas service provider. As we are unable to provide on-site troubleshooting
while you are overseas, we will only perform troubleshooting remotely such as checking for service connectivity etc. Therefore, we will
only support on a “best effort” basis.
Suddenly, I am unable to receive any incoming calls. What is the cause?
The inability to receive inbound calls is directly related to the IAD’s ability to register with our proxy server. If the IAD is not registered,
our network will be unable to route calls to the IAD. Some of the possible causes are:
• Power outages • Loss of Internet connectivity • Router/firewall security options blocking Digital Voice Global traffic.
If this problem occurs, please verify that you have Internet connectivity and check your router/firewall security settings. Next, reboot the
IAD by unplugging the power cord for 15 seconds, and then plug it back in. This will initiate a new registration request. Wait 5 minutes
for the device to completely boot up, before attempting to make a call.
Is there any Quality of Service (QoS) implemented on the IAD?
Voice packet delivery over the Public Internet is typically best effort. However, the IAD provides upstream voice prioritisation to ensure
that upstream voice data has priority over other Internet data. This ensures good voice quality even during heavy upstream data transfers
such as e-mail synchronisation or file sharing.
How is the voice quality?
The voice quality should be reasonably good but as it operates over the Internet, there is no assured quality of service. The voice quality
will depend on the Internet network condition and whether there is heavy simultaneous data traffic such as file downloading.
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