• General
  
• Technical 
• Value-added Services
  
• Voicemail
  
• IDD

1. What is Digital Voice Home?
   Digital Voice Home is StarHub’s telephone service delivered over broadband networks for residential customers.
2. What kind of calls can I make with Digital Voice Home?
   You can make unlimited local calls to any fixed or mobile telephone line from StarHub and other operators such as SingTel and Mobile One. You can also make IDD calls over Special rate for StarHub customers.
   
   Customers who wish to use SingTel's IDD service (001, 013 and 019) and Mobile One's IDD service (002, 021) must first register with them. Generally, most of the services that are available over your existing SingTel fixed line are also available over Digital Voice Home.
   
3. Will I be able to call people who use other operators' fixed and mobile lines (e.g. SingTel)?
   Yes, you will be able to call them.
   
4. What are golden and silver numbers?
   Golden and silver numbers are telephone numbers with special sequences like "8888" (golden) and "2188" (silver). The rights to these golden and silver numbers vest in StarHub at all times. You may select a golden or silver number for use during your subscription to our Digital Voice Home service by paying the extra charges prescribed by StarHub from time to time.
   
   Please call our Customer Care at 1633 for the prevailing rates. Upon your termination of our Digital Voice Home service, such golden and silver numbers will automatically be returned to StarHub without any reimbursement of the extra charges that have been paid for usage of such numbers. If you wish to use the same golden or silver number for a service provided by another service provider, please make the relevant arrangement (for e.g. in a number of portability arrangement) with them before you terminate your Digital Voice Home service.
   
5. What do you mean by “One Number For Life"?
   The Digital Voice Home number will be with you as long as your Digital Voice Home service remains active. You don't have to change telephone numbers each time you relocate. Once the service is terminated, you will not be able to get back the same Digital Voice Home number.
   
6. Can I retain my existing business fixed-line phone number if I subscribe to Digital Voice Home?
   No, Digital Voice Home is only applicable for residential users. Please check that the fixed-line phone number that you wish to retain is not registered under a business service with your current service provider before you apply for Digital Voice Home.
   
7. Can I keep my existing SingTel number?
   Yes. To retain your existing SingTel number, you can enjoy our free Number Retention Service.
   
8. What exactly is Number Retention Service?
   Number Retention is a number portability 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 and superior service of Digital Voice Home without giving up your existing fixed-line phone number.
   
   Please contact our Customer Care at 1633 if you wish to apply for this service. Upon application, we would arrange on your behalf with the other operator to terminate your existing fixed-line service and transfer it to StarHub. The process would typically take more than 7 working days as time is required by the other operator to process the request. After the service is activated, your telephone number (from the other operator) would be shown as your Digital Voice Home Caller ID and would be the number reflected in the bills.
   
9. Is there a more convenient way for me to inform callers of my new Digital Voice Home number?
   One possible solution is to subscribe to SingTel's Telemail service which allows your callers to leave voice messages. You can customise your Telemail greeting to inform them of your new Digital Voice Home number. Please contact SingTel at 1609 to find out about the charges for Telemail. Please note that you would need to keep your SingTel line active for the duration you wish to have the Telemail service.
10. Will there be any disruption to my existing telephone service while I am waiting for the Number Retention service to be activated by StarHub?
    You should not experience any service disruption before the agreed service activation date/time as informed by StarHub. If you experience any disruption earlier than the activation date/time, please report the outage to your existing service provider as they are still in charge of your telephone service before its transfer to StarHub.
    
    However, there would be a temporary service disruption on the agreed activation date/time during the line cutover.
    
11. Is Digital Voice Home available to business customers?
    Digital Voice Home is currently available to residential customers only.
    
12. What equipment do I need to use Digital Voice Home?
    Please refer to the Digital Voice Home equipment overview section found in the Digital Voice Home handbook.
    
    You can purchase any of the equipment from StarHub or take up any of our promotions that come with the equipment.
    
13. I am a Digital Voice Home customer. Currently I am using the VeCM but I would like to use Wireless IAD/Residential Gateway instead. Can StarHub re-provision my Digital Voice Home line so that I can use the equipment of my choice?
    Yes, you may change from using your VeCM to Wireless IAD/Residential Gateway, unless your existing Digital Voice Home number falls under the following number ranges:
    

    6726 XXXX	6728 XXXX	6729 XXXX	6300 XXXX
    6618 XXXX	6400 XXXX	6401 XXXX	6402 XXXX
    6404 XXXX	6405 XXXX	6406 XXXX	6409 XXXX

    
    Note: Customers whom retained their SingTel number on the Digital Voice Home line should call our Customer Care hotline at 1633 to determine if they can change their VeCM to Wireless IAD/Residential Gateway.
    
14. Will my current telephone set work with Digital Voice Home?
    Yes, most standard telephone sets, including cordless phones, should work with Digital Voice Home.
    
15. Does Digital Voice Home support pulse-dialling telephone sets?
    No, Digital Voice Home does not support pulse-dialling phones. Pulse-dialling is usually found in older phone models, whereas most modern phones operate on tone dialling. Please check that the phone you intend to use with Digital Voice Home supports tone dialling.
    
16. Does Digital Voice Home supports answering machine or similar device?
    Most answering machines should work. However, some models may have compatibility issues as Digital Voice Home is operating over a newer technology platform. Please refer to the equipment vendor for more information.
    
    Alternatively, you can subscribe to our Voicemail service. Please call our Customer Care at 1633 for more information.
    
17. Does Digital Voice Home work with home PABX and keyphone systems?
    Generally, you should be able to use Digital Voice Home for most analogue home PABX/keyphones. Your equipment vendor should be able to advise you on the compatibility of your system. We would be glad to provide the relevant information if your vendor has any queries.
    
    Please note that certain features on your PABX/keyphone may not work. Again, your equipment vendor would be in the best position to advise you.
    
18. 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, unless you have power back-up devices like UPS (Uninterruptible Power Supply).
    
19. Can I surf the Internet and make a voice call simultaneously?
    Yes, you can.
    
20. Would making a voice call while surfing slow down the Internet access speed?
    Under normal circumstances, this should not happen. Our network is designed to handle voice and data traffic simultaneously.
    
21. Does Digital Voice Home support dial-up modem usage?
    Digital Voice Home is a technological platform designed for the efficient transportation of analogue voice signals in a digitised form via the RJ11 port (standard telephone jack).
    
    For data communications, it is designed with optimised broadband connections via its RJ45 (Ethernet) port or USB port that are available on the Voice-enabled Cable Modem (VeCM). As such, dial-up narrowband data type of communications via the RJ11 port is not a supported usage.
    
22. Does Digital Voice Home support faxing? Will the fax call be charged?
    If you are connected to our MaxOnline broadband service, faxing to Singapore number will be supported. We recommend that the number of pages be kept to below 20 per fax session.
    
    If you are connected to other service providers’ broadband service, we do not guarantee that faxing can work. Like any other activities over the public internet, faxing using Digital Voice Home is dependent on the network conditions. When congestion or network disruptions occur, users may encounter dropped transmission or degradation in fax quality. As such, we are unable to support faxing over Digital Voice Home when you are not connected using our MaxOnline broadband service. Likewise, we are also unable to guarantee faxing to overseas international numbers due to overseas network that are not within StarHub’s control.
    
23. Can I use Digital Voice Home 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 Home. We would be glad to provide any relevant information to your vendor if necessary. Please note that your home security system will not work in the event of a power failure as the VeCM does not have standby power back-up. In the unlikely event of a Digital Voice Home outage, your home security system will not work as well.
    
24. I am a current Digital Voice Home subscriber, can I port my line to Digital Voice Global?
    Currently, we do not support porting Digital Voice Home line to Digital Voice Global and vice versa.
    
25. I am a current Digital Voice Home subscriber with Number Retention service, can I port my line to Digital Voice Global?
    Currently, we do not support porting Digital Voice Home line with Number Retention to Digital Voice Global and vice versa.
    
26. Can I cancel my Number Retention application before my installation date?
    Yes, you can. However, you need to give at least 3 working days’ notice prior to the service installation date so that we can make the necessary arrangement with your existing service operator.
    
    Once the cancellation notification has been submitted to your existing service operator and if you change your mind again and wish to re-activate Number Retention, your request would be considered as a new application.
    
27. I want to terminate my Digital Voice Home 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 Home with Number Retention service. Your ported-in number will be returned to your previous service provider once your Digital Voice Home 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 with your previous service provider directly.
    
    The process of number retention termination with your previous service provider will take at least 5 working days.
    
28. I want to terminate my Digital Voice Home 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 arrangement with StarHub for you. You do not need to call us in this case.
    
    Your Digital Voice Home 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.
    

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1. Do I need to keep the Digital Voice Home equipment powered on at all times? What happens if there is a power failure?
   The Digital Voice Home equipment needs to be powered on at all times. It will not work if there is a power failure.
2. Does keeping the Digital Voice Home equipment powered on at all times consume a lot of electricity?
   The Digital Voice Home equipment is a low-power device, so it consumes very little electricity. Typical power consumption is below 10 watts. It is approximately the same as operating a cordless phone.
3. How do I know that the Digital Voice Home equipment is working?
   Please refer to the Digital Voice Home equipment information found in the product handbook. Typically, the various LED indicators found on the Digital Voice Home equipment signal whether the device is functioning properly.
4. If I were advised by the Customer Care to reset the Digital Voice Home equipment because of a problem with my broadband connection, would the Digital Voice Home service be affected?
   The Digital Voice Home service would be temporarily unavailable while the Digital Voice Home equipment is re-booting and performing the startup diagnostics. You can resume using the service once you hear the standard dial tone. However, please note that your previous setting for your VAS, e.g. Do Not Disturb, may be reset to the default settings, as such you may need to re-activate the VAS again once the Digital Voice Home equipment is rebooted.
5. Does the Digital Voice Home equipment have standby power backup?
   No, the Digital Voice Home equipment does not have standby power back-up. It will not work in the event of a power failure, and you cannot make any outgoing calls or receive incoming calls.
   
   For users who are concerned about power-related disruptions, we would like to suggest that they consider installing a back-up power option such as Uninterruptible Power Supply (UPS) unit. The benefit of having an UPS is that it would provide back-up power in the event of a power failure, not just for the Digital Voice Home equipment, but also for PC and other connected equipment.
6. What should I do if my Digital Voice Home equipment has no dial tone?
   Please reset the Digital Voice Home equipment by switching off the power and switching it on again. When the Digital Voice Home equipment is powered on, you may have to wait for up to several minutes before it completes the start-up sequence and acquires a dial tone.
   
   Upon resetting of the Digital Voice Home equipment, please check the following:
   
   • Digital Voice Home equipment is powered on
   • RJ-11 cable is connected securely to the phone jack of the Digital Voice Home equipment. If you have a single telephone line, it should usually be connected to phone jack number 1, unless you have been advised by us otherwise.
   • RJ-11 cable is connected securely to your standard telephone set or cordless telephone set.
7. In the event of a network failure/maintenance, will my Digital Voice Home service still work?
   All networks need regular maintenance, and on rare occasion may even fail. However, most of the maintenance work is done over a relatively short period of time during early morning hours and should be unnoticeable to the vast majority of users. Whether our Digital Voice Home service would be affected as a result would depend very much on the nature of the maintenance work performed.
8. Can I re-use my existing wiring for the extension points for Digital Voice Home?
   While we would like to assist our customers to cut down on costs whenever possible, the feasibility of re-using existing wiring is dependent on several factors like accessibility, age, condition and compatibility of the wiring and ownership of the wiring. Upon request, StarHub can recommend reliable wiring contractors to do the job at reasonable rates (customers are to contact the contractors directly).
   
   The contractors can perform a site survey, assess the extent the existing wiring and extension points can be re-used, and perform the wiring works to connect to our Digital Voice Home service.
   
   The recommended charges payable to the contractors are as follows:
   
   • Site survey charge : $32.10 payable whether the existing wiring can or cannot be re-used)
   • Commissioning charge for telephone point : $5.35 per telephone point
   • Commissioning charge for data point : $10.70 per data point
   • All prices are inclusive of GST.
   
   Notes:
   
   • The above rates may be revised by the contractors from time to time.
   • StarHub's role is solely that of providing the contractors' contact information to customers.
   • Customers are to liaise with and pay the charges directly to the wiring contractors.
   • It may not be possible to re-use the existing wiring in instances whereby the wiring is concealed or otherwise inaccessible.
   • The contractors may need owners to sign an authorization letter to allow them to perform the wiring works.
   • Customers are advised to consult your vendor first in the event that the internal wiring is connected to a home security system.
9. Is the cable modem safe to use as it is using a LAN concept? Is there any firewall on the server to protect data integrity even up to the level of individual modem units?
   It is safe to use as a LAN concept. However, users are responsible for implementing their own precautionary measures at the PC level. That is no different from accessing the Internet through other means of connection.
   
   As an added precaution, users are advised:
   
   • To disable their file and printer sharing options in their operating system.
   • Not to run software programmes that already have security problems.
   • To be well-informed of security loopholes by subscribing to security sites on the Internet. Most of these subscriptions are free.
   • To install a firewall on the PC. Free firewall software like Zonealarm can be easily downloaded from ZoneLabs or for more firewall reviews, please refer to zdnet to install anti-virus software and update the programme regularly.
10. Who can I contact if I have technical issues with my Digital Voice Home equipment?
    For all router related issue, please contact Huawei Technical Support Service 24/7 Hotline at 65014280. For Digital Voice, MaxOnline and MaxInfinity issues, please contact our Customer Care hotline at 1633.

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1. What are the Value-Added Services available for Digital Voice Home?
   Our comprehensive range of Value-Added Services include:
   
   • Value Bundle, which consists of:
     
     • Caller Number Display
     • Call Waiting
     • Call Divert Plus
     • Voicemail
   • Privacy
     
     • Caller Number Display
     • Caller Number Non-Display
     • Private Number Listing
   • Call Control
     
     • Call Divert Plus
     • Call Waiting
     • Call Transfer Plus
   • Call Barring
     
     • Outgoing Call Barring (operator controlled)
     • Incoming Call Barring
   • Voicemail
   • Number Retention
   • Exclusive IDD discounts
     
     • Call IDD 018 China
     • Call IDD 018 Hong Kong
     • Call IDD 018 USA
2. What are the benefits of subscribing to the Value Bundle?
   The Value Bundle consists of 4 popular Value-Added Services i.e. Call Waiting, Caller Number Display, Call Divert Plus, and Voicemail at a bundled price of only $4.82 per month.
   
   If you subscribe to the above 4 Value-Added Services individually, each Value-Added Service will cost $2.14 per month. Therefore, you will save $3.74 per month if you subscribe to the Value Bundle instead.
   
   As part of our value enhancement for Digital Voice Home, you can now choose one of these promotions :
   
   • Free Value Bundle/Value Pack for the first 3 months
   
   OR
   
   Choose one of the following services free for the first 12 months when you sign up for Caller Number Display:
   
   • Caller Number Non-Display
   • Call Waiting
   • Call Divert Plus
   • Incoming Call Barring
3. I am currently enjoying one free Value-Added Service which is one of the Value-Added Services within the Value Bundle. I wish to take up the Value Bundle now since it allows me to enjoy more Value-Added service. How can I go about enjoying it?
   To sign up for the Value Bundle, any free individual Value-Added Services that is within the Value Bundle will have to be terminated together with the promotion. You will not be able to continue the promotion of your free Value-Added Service and will cease to enjoy the free subscription.
   
   However, you will now enjoy 4 Value-Added Services at a low cost of only $4.82 per month.

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1. How can I access my mailbox?
   Please dial 1303 followed by your password if you are calling from your Digital Voice Home line, or enter your mailbox number (your Digital Voice Home phone number), followed by your password if you are calling from other mobile or fixed-line phones.
2. How many messages can be stored at any one time?
   A maximum of 5 messages can be stored at any one time. Duration of each message can be up to one minute.
3. Can I personalise my Voicemail greeting?
   Yes, you may. Please click here for instructions.
4. What should I do if I forget my password?
   Call our Customer Care at 1633 and we will reset it to the default password (8888) for you.
5. What happens if my mailbox is full and someone tries to leave a message?
   The system will play a message that will inform the caller that your mailbox is full and he/she is unable to leave any message at that time. You are encouraged to delete your old messages regularly.
6. Can more than one person send the message at the same time?
   Yes. More than one message can be left in your mailbox at the same time as long as it is within the allocated number of 5 messages.
7. If I accidentally delete a message during playback, can I retrieve it?
   Yes, simply press *4 to recover the deleted messages before the call is hung up.
8. Can I check my messages from any phone?
   Yes, as long as the phone has touch-tone dialing facility. Dial 1303, enter your mailbox number (your Digital Voice Home phone number), followed by your password.
9. When I re-direct a message, does a copy remain in my mailbox?
   Yes, a copy of the message will remain in your mailbox till you delete it or the retention period expires.
10. Will I be notified whenever there is a new message in my mailbox?
    Message Waiting Indicator” function is not available at the present moment.
11. A message I had previously stored in the mailbox is now gone. What happened?
    Messages are purged automatically after four days (for new messages) or two days (for saved messages).

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1. What do I have to do to bar the IDD service on my Digital Voice Home service?
   You may consider taking up our Call-Barring Value-Added Service, which is available at a monthly subscription of just $2.14 per month. With Call-barring, customers will have the flexibility and control to bar and un-bar IDD calls according to their requirements.
2. I am currently under 21 years of age, and would like to have IDD available on my Digital Voice Home service. What do I have to do?
   You will have to get a guarantor who is above 21 years of age to sign the IDD guarantee form to activate IDD service on your Digital Voice Home line. Please note that this means that your guarantor is also liable for any charges incurred.
3. What is the cost of the IDD service?
   The IDD call charges differ across countries and calling codes. Please refer to the International Telephone Service guide provided in your install kit for more information. Alternatively, you can visit www.starhub.com for the latest update.
4. Will I qualify for StarHub IDD rewards for my IDD usage on Digital Voice Home service?
   As a Digital Voice Home subscriber, you are entitled to exclusive IDD 018 Hubber Rates to selected popular destinations. As such, your IDD usage on Digital Voice Home services will not qualify for the StarHub IDD rewards programme.

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