VoIP Services
Frequently Asked Questions about VoIP Services.

If you can't find the question you're looking for, you can ask it here. Due to volume, we aren't able to respond to every question, but we answer as many as we can on the NextAdvisor.com blog.

What is VoIP?

VoIP (which stands for "Voice over Internet Protocol") is a very simple but extremely valuable service that allows you to make phone calls much more cheaply than through your old phone company. All of our recommended VoIP services replace both your local and long distance services and work with your existing telephone. All the providers that we recommend allow you to make calls exactly as you would with your old phone service. You use the same phone, pick it up and dial just like you always have, whether you are calling your friend next door, around the world, or need to call 911 for an emergency. It sounds the same to both you and the person on the other end. You can also keep your existing phone number.

The biggest difference you'll notice is the price. VoIP companies can provide this service so cheaply because calls are sent through the Internet rather than phone lines. VoIP providers have all the features you would expect, such as call waiting, caller ID and voicemail. The difference is that the providers we work with include all of these features in the cost of your service. VoIP providers also have additional free services that you can't get from the phone company, such as checking your voicemail from your computer anywhere in the world, email notifications when you have a new call or message, or phone numbers with non-local area codes. Click here to view our recommended providers.

What equipment do I need to use VoIP?

You need to have a broadband Internet connection (cable, DSL, or satellite, not dial-up) to subscribe to a VoIP Service. Most problems that consumers have with VoIP are the result of a slow or unreliable Internet connection. See "Is the call quality and reliability as good as traditional phone service?" below for information on our recommendation for testing your ISP for VoIP quality both before and after ordering a VoIP service.

Once you receive your package shipped from a VoIP service provider, even the most technology-challenged can get the service set up in just a few minutes. All the VoIP providers we work with will provide you with any equipment you might need, which is usually just a simple phone adapter that you connect to your broadband modem or router. Then you plug your existing phone into the adapter, and you are ready to go.

What kind of calling plans do VoIP providers offer?

All the VoIP providers we work with offer plans that include all local and long distance calls to the U.S. and Canada for one flat rate, including all your phone features such as voice mail, call waiting and caller ID. You can either get plans for a certain number of minutes, such as 500, or for unlimited minutes. Most of the unlimited plans cost only around $20 per month. Some providers, such as Lingo, include all calls to Western Europe as well and also offer all-inclusive plans for calling Mexico, Asia and other areas.

What features do VoIP providers offer?

VoIP providers offer all of the features that traditional phone companies do and many more. They are able to offer these additional features because of the advanced nature of VoIP technology. Below we list features that all of the providers we recommend on our site offer. In addition, all of these features are included in the price quoted. Most traditional phone companies charge over $20 a month for these features alone. All providers offer additional features as well so check their site for a full list:

• Voicemail
• Call waiting
• Caller id (with name)
• Use of your number and VoIP service from anywhere in the world at no additional charge (you need to bring your adapter and have a high-speed connection)
• Free in-network calling
• Online account management
• Online call logs
• Online voicemail access
• Email voicemail alerts
• Call return (*69)
• 3-way calling
• Call forwarding
• Caller id block
• Your choice of area code

How much money will I save?

With plans starting at less than $10 for 500 minutes and less than $20 for unlimited minutes, most VoIP subscribers save hundreds of dollars a year, at least, and many save thousands. In a January 2006 survey conducted by Consumer Reports, almost 80% of those who saved money by switching to VoIP saved at least $20 a month ($240 per year) and 34% saved at least $40 per month ($480 per year).

Is the call quality and reliability as good as traditional phone service?

Our testing, as well as other third-party, independent research, continues to show that most consumers find VoIP quality and reliability as good as or better than traditional phone service. In a recent study by research firm Telephia, 71% of VoIP users found that VoIP was equally as reliable as traditional landline service, with 16% finding VoIP more reliable and 13% finding traditional service more reliable. Similarly, in a January 2006 survey by Consumer Reports, half the users found VoIP and traditional phone service equally reliable, with the rest evenly split as to which service was more reliable. In terms of call quality, the Telephia study showed that 67% of users found VoIP and traditional phone service to have the same quality, with 19% finding VoIP better and 14% finding it worse. 57% of the Consumer Reports respondents found VoIP quality to be as good as or better than traditional service, although 43 percent found traditional service better.

Most VoIP quality issues that consumers face are caused by a slow or unreliable Internet connection. The higher the speed of the connection, the more likely it is that you will have excellent call quality. We recommend that you have at least 90 kbps upload and download speed in order to have good voice quality. Typically the download speed will not be a problem but occasionally upload speed is too low because of subpar service from an ISP. We have found a very helpful free test that estimates the quality of VoIP call you can expect to receive based on your Internet connection. Regardless of your test results, however, we still recommend that you order one of our recommended VoIP services, install it, and make some phone calls to make sure the quality is acceptable. Only after verifying the quality should you cancel or make changes to your existing phone service or initiate number transfer. Since all our recommended providers offer money back guarantees, you should pay close attention to their requirements and if the service does not work well enough, cancel the service and get your refund.

Can I keep my current phone number?

Yes. Any of our VoIP providers will allow you to transfer your existing phone number to their service. However, you cannot transfer a phone number if you have DSL service on that number.

Do I need to keep my existing phone line?

No. You no longer need to keep your regular phone line active and most VoIP subscribers do cancel their existing service. The main reason some people decide to keep their regular phone line is that in a power outage, your VoIP service will not work because it is dependent on your broadband connection, which is in turn dependent on power (your VoIP service also will not work if your broadband Internet provider has a service outage). However, many people today already use cordless phones, which are dependent on power and therefore also do not work in a power outage, even with traditional phone lines. Additionally, most people have wireless phones as a backup. Users with DSL Internet service through their phone company need to keep in mind that most DSL providers will require you to maintain a phone line and number to get DSL. Thus, you will likely have to keep a phone line in order to maintain DSL service, but you can change your traditional phone service to the minimum required. Alternatively, you could switch to a cable Internet service provider.

How do I make calls with VoIP?

Exactly the same way you make calls with regular phone service. You pick up the phone, hear a dial tone, and dial your number. A few providers do require that you dial an area code even for local numbers.

Will 911 emergency calling work with my VoIP service?

Yes. The Federal Communications Commission (FCC) mandated that as of November 28, 2005, all VoIP providers must provide Enhanced 911 (E911) service to new customers. E911 is the most advanced 911 service available and is able to locate your phone number and location immediately when you call 911. When you sign up for VoIP service, you will enter the address you will be making your calls from. If you move or take your VoIP service with you when you travel, you can simply update your address online with your VoIP provider for 911 purposes.

Can I send faxes with a VoIP service?

Yes, but only certain services offer full support for faxing. Of the services we currently recommend, only Vonage, ViaTalk, Packet8 and Lingo offer full fax support. Because VoIP services process voice and fax calls slightly differently, we strongly recommend you purchase a separate dedicated fax service if you want to have fax capability. Vonage, ViaTalk and Lingo offer a separate dedicated fax line free as part of their business calling plans and Packet8 allows you to purchase it as an add-on. Vonage and Packet8 both offer a dedicated fax line as an add-on to their residential phone plans for under $10 per month.

What about international calling?

All VoIP providers offer very cheap international calling, much cheaper than the phone company. Check each provider's site for the most updated rates. Some providers, such as Lingo, include calling to Western Europe for free in their basic plans. Lingo also offers plans that offer unlimited calling to places like Mexico and Asia for one low flat rate.

Do I have to be a U.S. resident to use VoIP?

While VoIP is available anywhere there is an Internet connection, NextAdvisor.com has focused mostly on providers that offer phone service primarily for U.S. residents (and in some cases Canadian). However, as long as you have a valid U.S. address and credit card to bill your service to, you can use any U.S. VoIP service from any broadband connection in the world and get exactly the same rates as you would from the U.S.

How does NextAdvisor.com come up with its reviews?

We thoroughly test and research all the services in the category. We order each and every service ourselves and test out every feature available. We contact customer service and cancel and reorder each service to make sure that process works as well. After our initial tests, we continue to use all the services and update our reviews as situations change. We also monitor the providers' sites for any service changes or specials. In addition, we research each provider by reading all news and ordering and reading third-party research reports. We only include providers on our site that we believe offer a good value proposition. If there is a provider you know of that is not on our site, you can be fairly certain we did not rate that provider highly enough to include in our comparison. If you think we are missing a quality provider or have any other suggestions or comments, please visit our contact us page.