|
 -
- Packet8 |
FAQ
-
- Questions and answers pertaining
to ordering Packet8 service
-
-
- Questions you may have before
ordering
-
-
Questions and answers pertaining
to ordering Packet8 service
Why is Packet8 different from other voice-over-the-Internet
offerings?
- With the Packet8 service, you receive a complete
phone line with a dedicated phone number that anyone in the world can call. There are no calling card numbers to
remember or use, and your new phone service works the same way that analog phone lines work. 8x8''s unique communications
technologies ensure quality audio over broadband Internet connections.
top
What am I paying
for?
- After your account is established, you will be
charged a flat monthly fee for the Packet8 service. This fee will be based on the service plan you selected during
registration. Some packages have pre-paid minutes included. If you exceed this amount, you will be charged by the
minute at a rate specified by the service plan description. Calls that you make or receive using the Public Switched
Telephone Network (PSTN) will be deducted from your pre-paid minutes. Calls made to other Packet8 users are unlimited
and do NOT count against your minutes.
top
Is the DTA310 included in the service plans?
- Yes. One DTA is included as a free lease in some
plans at no additional charge. California shipping addresses will be charged sales tax on the included DTA (we
must charge sales tax on the retail price of the unit, even when the unit is a free lease with the service).
top
Does Packet8 add any additional taxes, charges or monthly
fees on top of my monthly service charge?
- Packet8 only charges a 3% Federal Excise Tax (FET)
on the total amount of your bill, so if you make no international (non-Packet8 calls outside the U.S. or Canada),
your total monthly bill from us will be $20.55 on the $19.95 plan.
top
What are the terms of your 30 day trial period?
- If you are unsatisfied with the service for any
reason in the first 30 days after creating your account and you have not used more than 300 minutes of call time,
you can cancel for a full refund of fees paid (activation fee + first month''s service). Shipping and handling
charges paid are not refundable. You will be responsible for any international (calls to non-Packet8 telephone
numbers outside the United States and Canada) per-minute charges incurred during the 30-day period. All we ask
is that you send the equipment back to us in good working order, and that you pay for this return shipping. Once
we receive the equipment, we will issue the credit to your credit card.
top
Why would I want voice services over my broadband connection?
- Using the broadband data connection that you already
pay for to run voice services will save you money. Packet8 offers competitively priced calling plans, integrated
voice mail and web-based control of your phone account. With the Packet8 broadband telephone service, you can choose
an area code in the calling area you want from throughout the United States. When you call another Packet8 subscriber,
the entire phone call is carried over the Internet so that there are no long distance toll charges. Packet8 phone
numbers are never "busy" calls are always routed to an available endpoint or to your voicemail box. Because
the Packet8 service is "digital", you and your callers will experience better voice quality than with
traditional analog and cell phone services. You can also take your Packet8 endpoint with you whenever you travel
and your phone number will follow you to wherever you connect the DTA310 to the Internet.
top
Is it possible to change phone numbers after service has
been ordered (i.e. I move and want it to be a local call for people in the new area)?
- Yes, we allow our subscribers to change their rate
centers just by notifying us of the request (either by e-mail or through our customer support line). We will move
your Packet8 phone number to any other available rate center upon your request at no additional charge to you.
top
Can you ship to international addresses (outside the United
States)? How much does it cost?
- Shipping addresses outside the United States will
incur an additional shipping charge. We ship via Federal Express International Economy, and our shipping cost on
these orders will be charged to the customer. The customer will be contacted via e-mail to approve any additional
shipping charges before the equipment is shipped. Freedom Unlimited plans are not available to customers outside
of the United States.
top
Can I pick my telephone number?
- No: Currently we provide you the ability to select
your state and rate center closest to your location. We will be increasing your choices when ordering to include
picking your selection of city and area code in addition to auto checking of number porting option.
top
Will I receive a confirmation email containing my 10-digit
activation code and my new telephone number? If not, what do I do?
- A confirmation email with a unique 10-digit account
activation code will be sent to you after successfully completing the account creation process. Furthermore, upon
successful registration of your DTA310, an email will be sent to you that contains your Packet8 telephone number.
Otherwise, this information is available on your personal Packet8 web site page.
top
Will Packet8 contact my current telephone company so that
my old, legacy telephone service will be cancelled?
- No, we do not contact your existing telephone company.
Packet8 will assign you a new Packet8 telephone number that works over your existing internet connection, but you
are responsible for making any changes to your existing telephone service, if you so desire. You can use Packet8
and your legacy telephone service at the same time, if you wish.
top
How long does it take to process my order?
- It typically takes 3 to 5 business days to process
orders and then another 3 to 5 days of shipping to arrive.
top
What shipping method do you use?
- Packet8 ships orders by common carrier such as
DHL, Federal Express or UPS. The carrier used is up to the discretion of Packet8.
top
Do you charge sales tax on my initial order?
- If your shipping address is in California, we are
required to charge sales tax on the retail price of the DTA-310 terminal adapter and the DV326 videophone.
top
Where can I find Packet8's Statement-of-Use and Terms-and-Conditions?
- There is a link located on the bottom of the page
where you order Packet8 service (A link is also provided on your on-line invoice when you log in to our web site.
Please note that our residential services are for personal use. Our commercial services are for reasonable business
use, not an internet café or abusive application like computer calling. Packet8 reserves the right to upgrade
or deactivate accounts for uses not deemed acceptable. We actively monitor for abuse.
top
- Questions you may have before
ordering
What equipment do I need to run the Packet8 service?
- To enjoy the Packet8 IP telephone service, you
need a high-speed broadband Internet connection (such as DSL or cable) and a normal telephone. 8x8 will supply
you with a small adaptor box that connects your telephone to your Internet connection. The adaptor box can connect
to any available ethernet jack (RJ-45) on your home or business network. If you have only a single ethernet connection
on your DSL or cable modem, and your computer is plugged into this connection, you will need to purchase an inexpensive
home gateway/router box so that multiple IP devices can share the single connection.
top
Is there a difference
between using DSL or Cable modem when using Packet8? Which do you recommend to use?
- Both DSL and cable modem services provide sufficient
broadband Internet access bandwidth to support the Packet8 service.
top
Do I need a fixed
/ static IP to use the Packet8 service?
- You do not need a static IP address to enjoy the
advantages of Packet8 telephone service. The adapter we provide works in a dynamic address (DHCP) environment,
such as that available with most home gateway routers.
top
Will the Packet8
phone service interfere with my DSL or cable modem data/computer connections?
- The Packet8 service routes your incoming and outgoing
voice calls right alongside the data being sent to or from your computer. Thus, you can use your high-speed Internet
connection for more than just web surfing. You can make and receive calls while you use your computer to access
the Internet, as well as when your computer is off or not connected to the Internet. Packet8 uses advanced audio
compression techniques to minimize the data traffic caused by voice calls and maximize the bandwidth available
for your other Internet traffic.
top
Does Packet8 support
FAX machines, modems, TIVO boxes, or DirectTV boxes?
- At this time, we only offer audio and video communications
on our network. FAX machines and modems may not work reliably over the Packet network. We hope to be the first
VOIP provider to offer reliable FAX and modem service in the near future. However, most of these products and services
you mentioned DO work with a broadband connection. For instance, most TIVO products can be networked to send/receive
date using your broadband connection. Many home security products now utilize your broadband connection, rather
than the standard phone line. And of course, with fax services (like efax.com) you don't even need a phone line.
top
Can I use SIP phones other than your adapter or videophone
with the Packet8 service? Can I use SIP phones other than your adapter or videophone with the Packet8 service?
- At this time, we are only supporting the 8x8 DTA-310
terminal adapter and the 8x8 DV326 SIP videophone on the Packet8 service.
top
Does Packet8
work with my computer?
- You can access and modify all of your account information
via any web browser (located anywhere in the world). Your computer does not need to be on for the Packet8 phone
service to make or receive calls-your phone works the same way that it always has, only better.
top
Do I need to use
special dialing codes in order to use the Packet8 phone?
- No. Your new service works just like a traditional
phone: dial 1+area_code+number for US/Canada, dial country_code+number (no 011) for international calls. There
are no special codes required to use the Packet8 broadband telephone service.
top
If I sign up with
Packet8, can I continue to use "800" numbers and have them terminate in my Packet8 number? Do you support
800 numbers?
- Yes you can continue to point your 800 numbers
at our Packet8 number (that is actually how we run our customer service center!) Packet8 does not supply 800 numbers,
you need to get an 800 number from a 3rd party service provider, and have that service provider "point"
the 800 number at your Packet8 telephone number. Then your Packet8 phones will ring when someone calls your 800
number.
top
Will Packet8 work
with my home alarm system?
- It depends on the alarm system if your alarm system
needs to make a voice call to notify an alarm company or emergency number of an issue, it will work fine. If your
alarm system needs to make a data or modem call, it will not work with the Packet8 service at this time.
top
I have DSL on
my "regular" telephone line. Is it possible to cancel the telephone service and still keep my DSL connection?
- You need to contact your DSL provider and ask them,
as every provider has different regulations. Packet8 will not contact any of your current telecommunications providers.
top
If I have
a broadband connection, like DSL, with only one physical network connection, will I have to disconnect my computer
to use the Packet8 service?
- You will not need to disconnect your computer.
The Packet8 service shares the broadband connection allowing you to surf the web while you use your phone. However,
the DTA310 adapter included with your Packet8 service will require a physical connection to your home network.
Sharing your broadband connection with multiple computers or other devices, like the DTA310, in your home or office
can be done easily by using a home router or gateway. These devices are like hubs in that they provide for multiple
physical connections but provide an all-in-one solution for turning a single broadband connection into a home network.
top
Does Packet8
work over satellite internet connections?
- The biggest issues with satellite are 1. Latency
any additional latency on your satellite feed will be added to your phone calls 2. Jitter if you have rapid variations
in latency, our jitter buffers will not be able to maintain satisfactory quality. Please try some ping tests on
your connection and make sure that your latency and jitter are within acceptable levels. If nothing else, we have
a 30 day money back guarantee (we only ask that you pay for the shipping of the equipment back to us, we will refund
all other monies paid) if you do not like the service for any reason. The ping test (from Windows) is: Start >
Run > Cmd (or command) > ping -t proxy.packet8.net run for one minute. Time should be less than 300ms and
the times should not vary by more than 100ms. You can cut and paste the results (after running for one minute)
by right-clicking the top left corner and choosing Edit > Mark.
top
Does Packet8
support virtual phone numbers (a number somewhere else that also rings your Packet8 phone number)?
- We do not have "virtual" phone numbers
on our service at this time, though this feature is on the roadmap. You can, however, purchase a 2nd Packet8 account
in the rate center of your choice, and then call forward it to your "primary" Packet8 phone number, thus
achieving the same result.
top
If I call from
my Packet8 phone to another Packet8 phone number in a very remote area of the globe, do I get this IP call for
free?
- Yes, on all of our accounts, all Packet8 to Packet8
calls, anywhere in the world, are free and unlimited, and are included as part of your monthly service fee. There
are no additional charges for these calls.
top
Are calls to
the US Virgin Island (area code 340) or Puerto Rico (area code 787) included in your unlimited plan?
- These areas are considered international calls
on the Packet8 network. Tariffs for rates to these areas can be found on the Packet8 Calling Rates section of the
website.
top
Do you offer international
calling plans?
- Packet8 offers very competitive international rates
on our Freedom Unlimited, Business Basic and Business Elite calling plans. We also have unlimited international
calling plans for Freedom Unlimited customers to European and Asian regions.
top
What are
the generic qualifiers for an ideal Packet8 customer?
- You must have broadband access (DSL, cable, wireless,
T1, E1, etc). You must easily see and be able to benefit from: unlimited calling to the US and Canada, free calling
to any Packet8 customer worldwide, free voicemail, call forwarding, 3 way conferencing, caller ID, call waiting,
and line alternate/hold. Could you benefit from one of 1,900+ US based rate centers that would give them a local
presence or allow a loved one to call them for free. Do you like having all of this included in one all-inclusive
monthly plan fee? Do you hate being nickled-and-dimed by your current provider? Could you benefit from an additional
line?
top
What are the
bandwidth requirements for the Packet8 phone service?
- The Packet8 phone service uses advanced compression
technology from 8x8 that is based on G.729, an international voice compression standard. Many factors associated
with your broadband connection including delay, packet loss and bandwidth can affect audio quality. Generally,
the best results are obtained with upstream and downstream bandwidths of greater that 64 kb/s in both directions.
Telephone service can be obtained below 64 kb/s but audio quality may be adversely affected. Each active voice
line uses approximately 23 kilobits/second of total data throughput, upstream and downstream.
top
Copy down this Code
cld-signal2
Discounted price only applies to Online Orders with above
above ID at sign up.
|
|
Click for
latest Packet8 Offer
|
