way2phone Basics

way2phone is a leading IP Telephony company. We allow customers to make and receive telephone calls using their broadband internet connection. The advantage of this technology is significantly reduced local, mobile and international call rates.

To be able to use the way2phone service all you need is a broadband internet connection.

This depends on what type of broadband connection you have. ADSL broadband requires a telephone line to connect through so you will therefore need to keep your existing phone line. Cable broadband does not require a phone line so you will not need your existing phone service.

No, you can call anyone from your way2phone service. You make mobile, local, national, international and special services calls from way2phone just like a standard telephone service. A bonus is way2phone to way2phone calls are free, so if you set your family and friends up on way2phone you'll get the benefit of these free calls.

way2phone works the same way as your existing telephone service. Pick up the telephone receiver, listen for a dial tone and then dial the required telephone number.

If you are dialling interstate then you will need to include the area code (eg, 08 for USA). To dial internationally you will need to first dial 0011 then the country code and then the phone number (eg, 001164xxxxxxxx for New Zealand).

Any normal telephone can be used. This includes both cordless and corded telephones. If you are looking to upgrade your existing telephone set-up, one of our cordless Internet Phones might be the right product for you.

No, your computer can be switched off but you will need to leave your modem and router on in order to make and receive calls.

way2phone recommends that you have a minimum broadband speed of 512/128.

way2phone does not yet offer Local Number Portability, you will be allocated a new number with your service.

However some way2phone products allow you to keep your existing phone number for incoming calls, by connecting your existing phone line.

If you live in an way2phone coverage area, all emergency services calls to 000 will work.

As an way2phone customer it is important to understand that you must notify us if you change your address, that way if you make an emergency services call your correct address will be identified.

If you live outside an way2phone coverage area and require an way2phone 1way service, or if you are bringing your own VoIP device, calls to emergency services are not supported.

Yes, your details will be listed in the White Pages unless you request a silent number.

All way2phone products have a minimum 12 months warranty from the date of shipment.

To use the way2phone service you need the following:

• a broadband internet connection (for example: cable modem, ADSL or wireless),
• a router or switch
• an way2phone Voice Box and your telephone or an way2phone Internet Phone

A router or switch will allow you make and receive way2phone calls at the same time as surfing the web.

No, to use the way2phone service you must have a high-speed, broadband internet connection.

A great majority of modems and routers will work with the way2phone network. Most relatively new products will be compatible. Please have Live Chat with our online customer service on this webisite for rapid responce and to find out if your current set-up is compatible.

Yes, way2phone sells additional equipment including modems and routers. For our full product range please click here.

VoIP stands for Voice over Internet Protocol, and is the new and innovative way to make and receive phone calls. VoIP sends voice signals over the internet, rather than through the regular telephone network. This allows for significantly reduced call rates.

Broadband is a general term for different types of high-speed, high-bandwidth Internet, including ADSL and cable. Broadband can carry voice, video, and data simultaneously.

WWW stands for World Wide Web. This is the Internet facility that allows you to browse web pages.

The way2phone Voice Box is a device that converts your analogue phone signal to digital so that it can be sent over your broadband internet connection, as opposed to the old telephone system.

Simply plug your regular telephone handset into one end of the Voice Box and plug the other end of the Voice Box into your modem/router. Another name for a Voice Box is an Analogue Telephone Adaptor, or ATA.

way2phone 's Internet Phones have 'built-in' Voice Box functionality.

No, the main differences between way2phone and Skype are outlined below.

way2phone customers make and receive calls as they normally would using their existing telephone handset, or an way2phone cordless Internet Phone. Skype relies on a 'Softphone', meaning you need to use a headset or USB phone and talk through your computer.

way2phone is an owned and operated telecommunications network. Skype uses people's computers and bandwidth to support phone calls that others make.

Yes, you can use your computer at the same time as making a call on your way2phone service.

Yes, you can with our account.

Your way2phone service will not work if there is a power outage, as your way2phone product requires power to maintain the service.

However if you have a product that supports the switchback feature then it will automatically revert back to your existing landline service in the event of a power outage.

Products that have switchback include:

• Voice Box 2
• Voice Box 3102
• Voice Box 3
• way2phone Internet Phone 121
• way2phone Internet Phone 221

You can still use way2phone but you will need to purchase an USB/Ethernet router to connect your computer to the way2phone Voice Box, and ultimately the internet. Please have Live Chat with our online customer service at www.way2phone.com for information on hardware items available.

The way2phone Voice Box has been coded to work exclusively on the way2phone network. To enable this product to work with another provider you can have the product 'unlocked' for a small fee. Please Please have Live Chat with our online customer service at www.way2phone.com for full details.

way2phone offer the option of buying some hardware on a contract.

You can then choose any monthly plan and connect to way2phone for as little as $9.95 a month.

If you do not wish to be in contract, you pay the cost of the Voice Box then choose any monthly plan and connect to way2phone with no commitment period.

way2phone also offer a full 30-day money back guarantee, so if you're not happy with the service you can return the product and cancel your service for a full refund of the purchase price and the month's service fee. All you will be charges for are the calls made within that period.

No, the only costs associated with way2phone are your monthly service fee and call costs. Calls made with way2phone are classified as uploads and downloads so you will need to check these charges with you ISP.

way2phone are able to significantly reduce the cost of calls by sending your call over the Internet and eliminating the long distance journey. At some point your call must go back to the public switched telephone network (PSTN) hence the need for a small charge.

If you signed up to way2phone on a contract, there will be an early disconnection fee if you wish to end the contract before the term is up.

If you did not sign up to way2phone on a contract, you can cancel your service at any time. Your monthly service fee is charged in advance and your calls are charged in arrears.

To disconnect your service, you will be required to provide 30 days notice. Simply Live Chat with our online customer service at www.way2phone.com to request disconnection of your service.

We send an e-mail invoice on your billing date each month. Your bill is automatically charged to the credit card you provided when you signed up with way2phone . If you need a paper copy you can print out the e-mail invoice.

Currently we only accept credit card payments.

If your automatic monthly credit card payment cannot be processed for any reason, we will notify you by e-mail.

No, you do not get charged for any incoming calls.

No, we do not charge a connection fee for any calls made from our service. Timed calls are billed per minute.

When you sign up, you can choose to purchase your hardware for a reduced cost. This means if you wish to end the contract period before the term is up, you will be charged a disconnection fee.

If you do not wish to be in a contract you may choose to purchase the hardware outright which means you can cancel your service at any time.

Log on to our website, way2phone.com and go to customer care. You will need your customer account number and password to log in.

Yes, some way2phone products support two way2phone phone lines. Please visit the product page for more detailed information.

You may change your plan once in a billing cycle. The change will take effect immediately. Please have Live Chat with our online customer service at www.way2phone.com to advise you of a plan to better suit your needs.

Before connecting to way2phone you will need to check if you are in a way2phone coverage area.

If you are not in an way2phone coverage area, you can still use way2phone for outbound calls with our way2phone 1way service. This means you will not have an way2phone phone number for incoming calls, but you will be able to make calls at our great call rates.

If you are within an way2phone coverage area then you are eligible for the full (2way) service, which includes a regular phone number for inbound and outbound calls. An exampled of a Sydney number is 02 9016 0000.

way2phone 1way is an outbound only service available for customers not within one of our coverage areas. This allows customers to make outbound calls at our great rates and receive calls through their existing telephone service.

With a 1way service you can make outgoing calls, but you will not be given a local way2phone number to receive calls on. If you are keeping your old phone line people will still be able to call you on your old phone number.

Most of our products allow your normal phone line and way2phone line to be plugged into the same phone, so you continue to receive calls while making outbound calls at our great rates.

way2phone 1way is a service for people that are not in an way2phone coverage area.

Your local calling area is defined by your local area code. For example (02) 49 for Newcastle

No, way2phone 1way does not support calls to emergency services. As a geographic number has not been allocated, emergency services will not be able to identify where you are calling from.

Yes, way2phone 1way is available on way2phone Softphones.

Yes, you can purchase an way2phone Switchboard number for $5.00 per month. This means that you can get an incoming phone number from any way2phone coverage area to go with your service.

Yes, if you move to an way2phone coverage area or the way2phone coverage is expanded to your local calling area then you can upgrade your way2phone service.

There is no caller ID displayed when making an outgoing call.

Yes, way2phone products are easy to install. Your way2phone Voice Box or Internet Phone simply needs to be plugged into your modem/router and existing telephone line if applicable.

Please have Live Chat with our online customer service at www.way2phone.com. If you know which way2phone product you need, you can simply place your order online.

We will courier your way2phone Voice Box or Internet Phone to your nominated delivery address. This usually takes 3-7 working days.

If you have purchased an way2phone Voice Box or Internet Phone from a retail store or have just received it via courier you will need to register your product.

Please have Live Chat with our online customer service at www.way2phone.com

Please have Live Chat with our online customer service at www.way2phone.com.

Our email address for general enquiries and feedback is: support@way2phone.com

Our customer service team are available between 8am-9pm weekdays or 9am-3pm on Saturday (EST).

Our sales team are available between 9am-6pm weekdays or 9am-3pm on Saturday (EST).

The call centre is closed on Public Holidays.

Our customer service team are available between 8am-9pm weekdays or 9am-3pm on Saturday (EST).

The call centre is closed on Public Holidays.