easy-VOIP FAQs

Our normal Customer Service hours are 08:00 until 22:00 GMT daily. By this we mean we should respond to any e-mail query during these hours. Please note, we never make outgoing voice calls of any type to our Customers or Potential Customers – please see our Privacy Policy. However, if you do not have access to the internet, you will be able to text us (send us an SMS) on +447786200690

Please bear in mind that, apart from general system failures which are very rare, the resolution of faults and in particular the time taken will depend on:

• the quality of the internet connection you are using and the network quality experience at your caller destination – for example, if you are calling a mobile phone number in Africa, the network quality or signal strength may not be high standard.
• the calling destination (e.g. Afghanistan will usually take longer to resolve than say Australia);
• timing of the report (faults reported at weekends can take longer as we need to test calls to destinations and this depends on the availability of the other party), and of course
• the exact nature of the problem (it could be a simple rerouting requirement or it might be something far more technical).  For these reasons, we cannot establish a meaningful service level for faults.

Some are resolved within a few hours, others take a few days. What is clear though is that out of say 250 plus destinations, at any time, there can be 2 or 3 with a fault! We are sorry if yours is one of those 2 or 3 but we undertake to make every effort to ensure that any inconvenience is kept to an absolute minimum.

Please use our Contact Form to report as much detail as possible regarding the nature of the fault e.g. one way audio, no connection, poor voice quality etc.)

Contact/emails received until 12.00 Midnight GMT, will usually be dealt with within 1/2-2 hours.

Communication received after midnight and up to 7.00 am are very often also dealt with within 1-2 hours but officially, we will deal with these the following morning! SMS messages received after hours will be given similar priority to contact / emails and dealt with as above.

At weekends, similar rules apply, except that after hours response times will be 2-4 hours.

You can in fact use many different types of SIP Softphone software. Currently, we recommend our own WAM dialpad. We will advise you where to download any other recommended Diallers

By reference to the manufacturers’ instructions. The only items of information you will need from us are the Username, Password and IP address of the service, which will be in your welcome email, after you sign up

For set-up, please follow the installation instructions for the software, followed by our simple instructions here.

The recommended hardware devices are available through reputable distributors. We will not normally supply them to you. You need to order them directly from the firm or a recognised distributor.

No you do not. However, we will be unable to support any other if you have difficulties in using the service.

No you do not. However, we will be unable to support any other if you have difficulties in using the service.

Yes, the Account will expire six (6) months after last usage. So make sure that you make at least one call every six months.

£25 GBP / 25 US$ / or 25 Euros – this is an advance against calling costs.

Yes. There is a minimum charge of 5c.

Yes, we will refund you the credit remaining on the account less an administration fee of 10% (minimum fee £5.00 – or other currency equivalent).

You can pay on-line using a credit card or debit card or PayPal. If you opt for AUTO top up (automatic top-up when the account credit falls below a minimym amount) then we will need details of your Master Card or VISA credit card, which can be sent to us using this secure form. Or if you have a US$ Calling Account, you can top up instantly with the maximum call credit bonus using the WAM top up process.

Calls are charged in one minute increments.

We have been servicing our customer for 20 years now and have developed into a telecoms provider offering new internet based services, but with the emphasis on international calling. Please see More about us

VOIP stands for Voice Over Internet Protocol. No – the service will support devices operating in DCHP mode or with fixed IP addresses.

A Calling Account we describe as a back-up telephone service to complement – and not to replace – the existing home or business telecom service provided by your local home landline and/or mobile network. It has important additional features, including the ability to make most international calls more cheaply, and can be used to make calls either via the internet, or from overseas and other locations, avoiding the expensive roaming charges used by Mobile operators. Where internet is freely available, Calling Accounts offer an alternative to traditional telephony, with certain exceptions – for example the calling of “shortcode” or emergency numbers. Please check out Calling Accounts at this site

easy-VOIP diallers have an inbuilt VPN programme which has been very effective in preventing the blocking of SIP calls.

1. For PC to phone operation. you need a PC with the easyVOIP dialler (softphone software) plus Microphone/speakers (or headset).
2. For phone to phone operation, you can use an ATA or SIP phone which connects directly to your router/modem.
3. For 3g phones – examples are iPhones, Blacberry, Android, Symbian and many others – we provide special FREE diallers – software which is downloaded directly to your mobile phone.
4. Broadband or any high speed connection to the Internet
5. An easyVOIP Account

The quality of Internet calls has improved dramatically and is now similar to Mobile phone call quality – which can cost up to 30 times more. However, it is NOT recommended as a replacement for an exisiting landline service – but an additional service, with another phone number. Remember that we have no control over the quality of – and contention ratio applying to – the internet connection that you are using.

Theoretically, it is possible, but we do not recommend it.

In our experience, any telephone query we have ever had has been transferred to either an engineer or accounting, which has delayed the process. So we recommend e-mail contact because this will be dealt with as quickly, if not more so. Calling Account holders should always quote the relevant username/account number or PIN when contacting us.

Calling Account Customers are provided with a username and password/PIN – normally six or seven digits. This allows access to your online account management service, and the secure 6 or 7 digit cardnumber/PIN/password is all you need to remember for making calls. It is very simple and full operating instructions will be sent to you with your account details.

This is now available through the WAM feature – known as “Chat” it is essntially a free chat service (like What’s app for example) and provides free private messenger chat to other callers with easy-dial Calling Accounts or easyVOIP users.

Yes. Rates are quoted either in US$ or euros depending upon the Calling Account – US$ based or Euro based

Yes, we are continuously monitoring our rates to ensure that they are competitive and reliable. Very rarely rates to particular destinations might increase. Rate changes take place without notice that is why it’s important to check your WAM where the full rates list is available 24/7

No one – not even the largest telecommunication companies – can guarantee 100% quality and service at all times. However, we do pledge to do our best to keep our customers making calls and saving money. Your Calling Account is your back-up service to your main network provider, with more options available through cheaper international calling, and calling from abroad or via the internet.

Our services are not suitable for calling non-standard or non-geographic phone numbers (e.g. national or international Freephone numbers, personal numbers, premium numbers, Directory Enquiries or other audio text services) and if such calls are made they will be charged at rates substantially above the prices advertised. 999 or other International Emergency numbers or short code access numbers cannot be dialled

There are no hidden costs with our service – we will advise you at the outset of any additional charges which you may incur. Unless otherwise stated, rates listed under 10c will be rounded up to the nearest decimal place and rates listed over 10c will be rounded to the nearest fraction. (Example: True rate = 1.949c per minute, quoted rate rounded to 1.99c per minute.)

Yes, except where stipulated (e.g. UK peak and off peak), the rates quoted are available 24 hours a day, 7 days a week.

Your service is “live” when you receive your welcome email and instructions plus your Username Password Web ID and/or IP address. For PC to phone, you can start making calls immediately you download and install the software. Downloading over broadband, installing and configuration usually takes 2 minutes or less.

Once your funds are cleared we will open the account straight away (usually within 1 – 2 hours). Applications received overnight (European time zone) will be processed the next morning. We do however carry out certain checks to avoid fraudulent applications being processed. This may delay the opening of your account.

You simply complete the easyVOIP account application and we will send you by e-mail, your Username, Password, Web ID and (if needed) the IP address of the service. You will need these three bits of info to simply set up your smart phone, softphone or ATA device and to access the on-line management information.

These are normally e-mailed to you but they can be texted (SMS).