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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.

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.

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.

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.

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

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

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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

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.

Digital Voice Softphone app relies on Voice over Internet Protocol (VoIP) to make and receive calls. Some overseas operators may restrict the use of this protocol over their networks. Please check with the operator with regards to their usage policy in advance if you travel overseas. Quality of the network coverage and internet connection between caller and recipient may also affect the voice quality.

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.

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

A stable internet connection is required to enjoy the best voice quality. Some reasons that may affect voice quality include but not limited to lack of network coverage and poor internet connection between caller and recipient.

The drop call is due to the change in internet connection when you move from one network to another. If you experience this problem due to change in network, please logout, re-launch the app and re-establish the call.

If you experience this issue, try to logout and re login to the Digital Voice Softphone app. Ensure that your phone can access the internet, do note that stable internet connection is required to enjoy the best voice quality.

This can happen if the volume is too loud when you turn on to speaker mode during the call. To reduce the interference and echo, lower down the volume in speaker mode, or use a ear piece during the call. For Android user, the app volume can also be adjusted via the Digital Voice Softphone’s Settings, you may try out different gain level settings to reduce the echo.

No. Only one login is allowed at any one time.

The "+" prefix is currently not supported.

Digital Voice Softphone app supports up to Android 5 and iOS 9. Do note that Android OS is customised by each device manufacturer with different hardware configurations, thus application compatibility on certain devices is potentially limited.

You can only receive call when the app is running at the foreground on the phone. However, if the call has been established, the call is not affected when the app is put to background.

Yes. The user will be logged out from the app when it is put to the background for some time.

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).

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

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.

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.

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.

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.

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.

Please call our Customer Care at 1633 for assistance.

Please call our Customer Care at 1633 for assistance.

Please call our Customer Care at 1633 for assistance.