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Digital Voice Global FAQ

Is there any internal wiring required for Digital Voice Global?

No internal wiring is required if you connect your telephone set to the back of the Integrated Access Device (IAD) using an ordinary double-ended RJ11 cable. However, you will need to install internal wiring if you wish to install the telephone set some distance away from the IAD (e.g. another room). Please inform our Customer Care Consultants when you place your order, should you require internal wiring. We recommend the use of a cordless telephone set should you wish to avoid installing additional wiring.

What is the effective distance from the telephone line to the IAD?

The maximum distance supported by an IAD is up to approximately 1,000 feet.

What does the IAD do?

The IAD converts analogue voice signals from a standard telephone to digital data that can be transmitted through a broadband device over the internet. It provides an alternate means to make voice calls. It also performs a basic routing function to enable simultaneous voice and data communication.

Is the IAD's power supply compatible with 110v or 220v?

The IAD's power supply is compatible with both 110v and 220v.

How do I know that the IAD is working?

When you power on the IAD, the LED display lights will blink. In the operational ready state, the LED light will turn solid green. If you plug in your telephone set into the telephone jack at the rear of the IAD, you should hear a dial tone within 5 minutes. You can start making or receiving calls once you hear the dial tone.

Do I need to keep the IAD powered at all times? If there's a power failure, can I still be reached?

The IAD needs to be powered at all times. Thus, it will not work if there is a power failure. However, if the user has subscribed to the Voicemail Value-added Service, which is included in the Value Pack, or Value PackPlus bundle, your calls will be transferred to your voicemail mailbox.

Does keeping the IAD powered at all times consume a lot of electricity?

The IAD is a low-power device (approximately the same as operating a cordless phone), so it consumes very little electricity.

Does the IAD have standby power back-up?

No, the IAD does not have standby power back-up. It will not work in the event of a power failure. You cannot make any outgoing calls, or receive incoming calls during the power disruption. 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 an Uninterruptible Power Supply (UPS) unit. The benefit of having a UPS is that it will provide back-up power in the event of a power failure, not just for the IAD, but also for your PC and other equipment in the house.

Does Digital Voice Global support ADSL modem with a separate router?

Please check with 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/equipment manufacturers.

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.

Suddenly, I am unable to receive any incoming calls. What is the cause?

This 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. This could be due to the following causes:

  • Power outages;
  • Loss of Internet connectivity; or
  • Router/firewall security options blocking Digital Voice Global traffic

If this problem occurs, please verify that you are connected to the Internet and check your router/firewall security settings. Next, reboot the IAD by unplugging the power cord for 15 seconds, and then plugging it back in. This will initiate a new registration request. Wait for the device to boot up completely before attempting to make a call.

Is there any Quality of Service (QoS) implemented on the IAD?

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 synchronization or file sharing.

What is the cause of static on the line?

Static or buzzing noises on your line are due to issues on the analogue side of the phone system, which consists of your phone and phone cable. Once the signal is sent through the IAD, it is digitised and does not create static or buzzing. You may wish to perform the following, to resolve the static or buzzing noises:

  • Try replacing the telephone cable and/or telephone.
  • Cordless telephones can generate static due to a weak signal connection between the base of the telephone and the handset. Weak signals can be due to low batteries in your handset, or the recommended range between the handset and base station has been exceeded.
  • If you are using a wireless router, try moving it away from the IAD as each wireless device may interfere with each other.

What is the cause of “choppy” calls?

Choppy calls are usually caused by high latency or packet loss in the ISP's network. High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
Packet loss occurs when information is lost over your Internet connection.
Either symptom can be caused by ISP (Internet Service Provider) problems, internet congestion, or heavy bandwidth usage such as online gaming or file sharing.

What is the cause of voice echoes and is there any way to eliminate this problem?

In a voice telephone call, an echo occurs when you hear your own voice repeated. Problems with echo usually originate on the other end of your call. Echoes in a call could arise from:

  • Poor quality phone cables; or
  • Feedback through sound waves between the phone's speaker and microphone.

To reduce the feedback of your voice, try asking the other party to lower the phone volume. As a last resort, try different telephone sets to reduce echo, as the quality of the telephone is important and some telephones have special echo-cancellation technology.

What is the cause of dropped calls?

Dropped calls are usually associated with Internet connectivity issues. High latency and packet loss can affect your call. High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
High packet loss occurs when information is lost over your Internet connection.
Dropped calls could be caused by ISP (Internet Service Provider) problems, internet congestion, or heavy bandwidth usage such as online gaming or file sharing.