Introduction

 

What sort of calls can I make with Digital Voice Global?

You can make local calls to any StarHub, SingTel or MobileOne fixed or mobile telephone line. You can also make IDD calls over StarHub's IDD 008 and IDD 018 service and special IDD rate for Digital Voice service.

Customers who wish to use SingTel's IDD service, Mobile One's IDD service and other IDD service providers, customers must first register with the other service providers. Generally, most of the services that are available over your existing SingTel's fixed-line are also available over Digital Voice Global.

NOTE:

  • Please call our Customer Care at 1633 if you wish to bar IDD and 1900 calls on Digital Voice Global.

How do I make local and international calls with Digital Voice Global?

To make local calls to Singapore-registered telephone numbers, just dial the normal 8-digit number. No pre-fixes are required. This applies even when you are overseas.

Note: You can also dial SingTel and Mobile One fixed/mobile numbers.

To make calls to telephone numbers that are registered in overseas countries, you can dial using StarHub IDD e.g. 008-CC-AC-XXXXXXX (where CC = Country Code, AC = Area Code, XXXXXXX is the telephone number). This applies even when you are overseas.

NOTE:

  • You will have to register with the respective Singapore IDD providers (e.g. SingTel) if you are not using StarHub's IDD service.

What do you mean by "One Number For Life"?

You can take your Digital Voice Global telephone number with you wherever you relocate within Singapore or anywhere in the world. However, once you terminate your Digital Voice Global subscription, you will not be able to get back the same Digital Voice Global number.

Can I keep my existing SingTel number?

Yes. There is a number retention service that allows you to retain your existing fixed-line phone number when you switch from other operators to StarHub. You can enjoy the benefits of Digital Voice Global without giving up your existing fixed-line phone number.

Please contact our Customer Care at 1633 if you wish to apply for the service. Upon application, we will arrange with the other service operator on your behalf to terminate your existing fixed line phone number and transfer it to StarHub. This will usually take at least 7 working days to process, as time is required for the other operator to process the request. After the number has been successfully transferred to StarHub and the Digital Voice Global service has been activated, your existing fixed line phone number (from the other operator) will be shown as your Digital Voice Global Caller ID and will be reflected in your bills. 

I am a Digital Voice Home subscriber, can I port my line to Digital Voice Global?

Currently, we do not support porting from Digital Voice Home line to Digital Voice Global.   

I am a Digital Voice Home subscriber with the Number Retention service, can I port my line to Digital Voice Global?

Currently, we do not support porting from Digital Voice Home linse with Number Retention Service to Digital Voice Global.  

I am a Digital Voice Global subscriber, can I port my line to Digital Voice Home?

Currently, we do not support porting from Digital Voice Global line to Digital Voice Home.     

Is Digital Voice Global available to business customers?

Digital Voice Global is available to residential customers only. For business customers, please sign up for our Digital Voice Business Service.

I am a Digital Voice Global subscriber with Number Retention service, can I port my line to Digital Voice Home?

Currently, we do not support porting from Digital Voice Global line with Number Retention Service to Digital Voice Home

Is Digital Voice Global available to business customers?

Digital Voice Global is available to residential customers only. For business customers, please sign up for our Digital Voice Business Service.

Can I retain my existing business fixed-line phone number if I subscribe to Digital Voice Global?

No, you cannot use your business fixed-line phone number for Digital Voice Global as Digital Voice Global is only applicable for residential users. Before you apply for Digital Voice Global, please check that the fixed-line phone number that you wish to retain, does not belong to a business service under your current service provider. 

Can I cancel my Number Retention Service application before my installation date?

Yes, you can. However, you will need to provide us with at least 3 working days’ notice prior to the service installation date so that we can make the necessary arrangements with your existing service operator.

Should you change your mind and re-activate the Number Retention Service after you have submitted the cancellation notification to your existing service operator, your re-activation request will be considered a new application.        

Will I be able to transfer my Digital Voice Global service with a ported number under the Number Retention Service to another person?

The transfer will only be allowed if at the time of the transfer, the installation address of the ported number remains unchanged and the following requirements are met:

  • The transferee must be an immediate family member of the transferor i.e. spouse, siblings, parents or children; or
  • The transferee is able to furnish proof that both the transferee and transferor are staying at the same address.

I want to terminate my Digital Voice Global with Number Retention Service but I do not wish to retain my ported-in number. What must I do?

You need to call us at 1633 to terminate your Digital Voice Global Service with Number Retention Service. Your ported-in number will be automatically returned to your previous service provider once your Digital Voice Global service is terminated. After the number has been returned to your previous service provider, it would be at their discretion to issue the same number to you if you subsequently apply for a fixed line service with them again. Please check directly with the previous provider. It will take at least 5 working days to process the number retention termination with your previous service provider. 

I want to terminate my Digital Voice Global with Number Retention Service and I wish to retain my ported-in number with my previous service provider. What must I do?

If you wish to retain your port-in number, please approach your previous service provider directly and they will advise you on the required procedure and make the necessary arrangements with StarHub for you. You do not need to call us in this case.

Your Digital Voice Global service will be terminated on the day that your previous service provider had arranged with StarHub to port over your number on their fixed line service. 

Is there a more convenient way for me to inform callers of my new Digital Voice Global Number if I do not use the Number Retention Service?

One possible solution is to subscribe to SingTel's Telemail service, which allows your caller to leave voice messages. You can also customise your Telemail greeting to inform them about your change of phone number and to call your new Digital Voice Global number. Please contact SingTel at 1609 to find out about the charges. Please note that you would need to keep your SingTel line active for the duration you wish to have the Telemail service.

Can I use multiple phones with Digital Voice Global service?

Yes, some of our customers use cordless phone systems that come with a base unit and extra handsets. The base station of the cordless telephone plugs directly into the IAD and the multiple handsets can be used in other locations in the house. However, the Caller-ID display of certain cordless phone may not work properly with Digital Voice Global.

Can I use my pulse-dialling phone with Digital Voice Global?

No, Digital Voice Global does not support pulse-dialling phones. Pulse dialling is usually found in older model phones, whereas most modern phones operate on tone dialling. Please check that the phone you intend to use with Digital Voice Global supports tone dialling.  

Does Digital Voice Global support dial-up modem usage?

No. For data communications, it is designed with optimised broadband connections via its RJ45 (Ethernet) port which is available on the IAD. As such, dial-up narrowband data type of communications via the RJ11 port is not a supported usage.  

Does Digital Voice Global support faxing?

Like any other activities over the Internet, faxing over the Digital Voice Global Service is dependent on the network conditions which may be beyond StarHub's control, such as congestion, or network disruptions. In such circumstances, users may encounter dropped transmission, or lower fax quality. As such, we are unable to guarantee faxing over Digital Voice Global.

Can I use Digital Voice Global for my home security system?

As your home security system is an essential service, we strongly recommend that you consult your system vendor first before connecting your home security system to Digital Voice Global. Please note that your home security system will not work in the event of a power failure, as the IAD does not have standby power back up. In the unlikely event that there is a Digital Voice Global outage, your home security system will not work as well.

Can I operate a virtual private network (VPN) application behind the IAD?

Yes, it should support most VPNs operating IPSEC and PPTP, which are the most common VPN protocols.

Can I surf the Internet and make a voice call simultaneously?

Yes, you can. However, depending on the volume of the data traffic, the voice quality of your on-going call may be affected.

Is there a minimum broadband speed for Digital Voice Global to work properly?

To support 1 IAD (line) per broadband connection, StarHub's MaxOnline broadband access plan should be adequate. For other broadband service provider users, it is advisable to have download speeds of at least 512Kbps and upload speeds of at least 128Kbps.

Is there an advantage in using Digital Voice Global with the MaxOnline broadband network, over other networks?

Although Digital Voice Global will work on both cable and ADSL networks, StarHub will naturally be able to give better support to customers who are using the MaxOnline Service. It should be noted that Digital Voice Global supports only ADSL modems with Ethernet (RJ45) connectors and not all ADSL modems and routers are supported by Digital Voice Global.  

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 making the call in Singapore. When you use the IAD to make a call to a Singapore-registered number, your call is charged as a local call, instead of an IDD call.

However, we cannot guarantee that Digital Voice Global will be compatible with networks which are not within StarHub’s control. We recommend that you check with the broadband service provider in the country you will be in to see if there are any regulations, or restrictions on using VoIP services.

If you are accessing from a broadband network with a firewall (e.g. home, campus, hotel), you may not be able to use Digital Voice Global. To use Digital Voice Global behind a firewall, the following ports need to be opened:

  • SIP ports 5060 through 5061 using UDP protocol
  • TFTP port 69 using UDP protocol
  • DNS port 53 using UDP protocol
  • RTP ports 16384 through 32767 using UDP protocol

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 Service, or those of other IDD service providers, provided you have already registered an account with them.

What causes the Digital voice Global service to be blocked? How can I overcome this?

VoIP traffic on your internet access may be blocked by other Internet Service Providers (ISPs). Other places where access to VoIP traffic may be blocked include hotels, campuses and offices. To overcome this, the following ports need to be opened:

  • SIP ports 5060 through 5061 using UDP protocol
  • TFTP port 69 using UDP protocol
  • DNS port 53 using UDP protocol
  • RTP ports 16384 through 32767 using UDP protocol

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 way, if you encounter any issues relating to a faulty IAD, StarHub can provide you with on-site troubleshooting.

Please also check with the respective overseas Internet Service Provider if VoIP traffic is blocked on their network. Do ensure that the broadband speed is sufficient and the modem you intend to use has an Ethernet interface. However, please note that we cannot guarantee that the service will work while you are overseas as the broadband access networks and equipment are not within our control.

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, please note that IDD call charges are applicable if you are using the IDD service from an overseas service provider. As we are unable to provide on-site troubleshooting while you are overseas, we will only be able to perform troubleshooting remotely such as checking for service connectivity etc.

What is the voice quality of Digital Voice Global?

The voice quality will depend on the internet network conditions and whether there is heavy simultaneous data traffic such as file downloading.

If I were advised by the Customer Care Consultant to reset the IAD because of a problem with my broadband service, would the Digital Voice Global service be affected?

The Digital Voice Global service would be temporarily unavailable while the IAD is re-booting and performing the start-up diagnostics or when there is network interruption. You can resume using the Digital Voice Global service once you hear the standard dial tone (depending on the model of IAD, it could take about 2-5 minutes from the time of re-booting).

Can I still call emergency numbers such as 999 if there is a power failure?

No, you would not be able to make outgoing calls or receive incoming calls if there is a power failure.

What if I lose the IAD?

Please report the loss immediately to our Customer Service at 1633. This is important because you continue to be liable for all call charges incurred under your Digital Voice Global subscription until you report the loss to us.

I am physically in Singapore. Can I dial Singapore emergency numbers (e.g. Singapore Police Force) using Digital Voice Global? How should I dial?

Yes, when you are physically in Singapore, you can dial Singapore emergency numbers. For example, you can dial "999" to contact the Singapore Police Force. However, since Digital Voice Global is a portable phone service, you may need to inform the emergency department of your exact location if you need the emergency service at your location.

I am physically in an overseas country. Can I dial foreign emergency numbers using Digital Voice Global? How should I dial?

When you are in an overseas country, you cannot call any of the foreign emergency numbers using Digital Voice Global. You will have to use a registered telephone line in that line to make emergency calls.

I am physically overseas, can I dial the Singapore emergency numbers using Digital Voice Global? How should I dial?

When you are in an overseas country, for example in the US, you can still call Singapore emergency numbers using the usual emergency dial codes like "999". Your call will be treated just like any local call made in Singapore.

How will I be billed for my Digital Voice Global subscription and usage charges?

We will send you a bill at the end of each month. Some one-time charges may be collected at the point of installation. We will advise you of such charges upon your sign-up to the Digital Voice Global Service.

What should I do if I encounter a technical or service problem?

Please call our Customer Care at 1633 for assistance.

What number do I call if I have questions about my bill?

Please call our Customer Care at 1633 for assistance.

What number do I call if I want to change or modify my Digital Voice services?

Please call our Customer Care at 1633 for assistance.

I've moved, can I relocate my IAD to my new address?

Yes, you can. Please inform our Customer Care at 1633 and we will update your records.