NetSpeed VOIP Frequently Asked Questions

Q. Can I use my existing phone with NetSpeed?
A. You can use your existing analogue phone if you install an ATA to connect it to your broadband service. You can also use it with any of the Remote Access services.

Q. Can I bring my current phone number to NetSpeed?
A. Yes. This is possible so long as your number is within one of our offered calling regions. We are planning to extend the number of calling areas over the coming months and when we do so will offer number portability in each region that we add. To view a list of our current regions click here.

Q. Will my NetSpeed service work if there is a power cut?
A. Your NetSpeed VOIP phone service requires power to work (your broadband connection and PC will not function without it). However you can use the NetSpeed Remote Access services if you have no power at your current location.

Q. Can I make 111 calls on NetSpeed?
A. NetSpeed VOIP does not support emergency calling. However if you do make a 111 call it will connect if possible but the operator will not know your physical location. It is also important to note that if there is a power cut your broadband connection and PC will not function and no calls will be able to be made

Q. What is a NetSpeed local number?
A. A NetSpeed local number is tied to a local region within New Zealand. Callers within that local region can call your number for free. To view a list of our current regions click here.

Q. Do I get a voicemail box with every NetSpeed phone line?
A. Yes – every NetSpeed phone line has its own voicemail box, for more info on voice mailboxes click here.

Q. How do I set up my voicemail?
A. For info on how to set up NetSpeed voice mailboxes click here.

Q. How do I check my voicemail?
A. For info on how to check for messages in your voice mailbox click here.

Q. Does every NetSpeed line have its own set of features?
A. Yes – each NetSpeed phone and fax line has a separately configurable set of phone or fax features that can be accessed and modified in your NetSpeed VOIP account (http://phone.netspeed.net.nz)

Q. What are the * codes for changing my NetSpeed features settings via the phone?

A. For a list of the * codes please click here.

Q. How much of my broadband data cap is used when I make VoIP phone calls?

A. VoIP calls use 50 to 125 MB per 100 minutes calling time depending on which codec the connection is made on (our setup auto switches between the 711 & 729 codec's).

For more info see http://whirlpool.net.au/wiki/VOIP_Codecs

Q. How many phone numbers can I have with NetSpeed?
A. You can have a total of 10 numbers on a NetSpeed account. One of these must be a fax line. To purchase additional phone numbers contact us.

Q. Can I make calls to 0900 numbers?
A. No, calls to 0900 numbers are not currently available

Q. How many simultaneous calls can I make through NetSpeed?

A. This depends on which plan you are signed up on. The personal plans are designed for personal use and allows 1 call per account. If more than one person will be making calls at the same time on your NetSpeed account then you should consider the Business Plans which allow 3 simultaneous calls (on the Business Value plan) or 5 simultaneous calls (on the Business Go plan). If you add more additional local (non-028) numbers onto your account then you will get 1 additional outbound call for each additional number that you add to your account. If you require more simultaneous calls on your account then contact us and you can purchase additional simultaneous call blocks to increase the number of calls that can be made on your account. Inbound calls to your NetSpeed number are limited 5 per DDI for all plans. This limit is applied per line on your account, not at an account-wide level like Outbound calls. Wholesale customers can make unlimited outbound calls.

Q. Can I run my home alarm or sky digital across NetSpeed?
A. NetSpeed do not currently provide support for home alarms or services such as sky digital and St John Alarms

Q. What is a NetSpeed 028 number?
A. A NetSpeed 028 number functions like a mobile phone number. It costs the same rate to call it no matter where you are in New Zealand. However, calling an 028 number from another NetSpeed phone will be free of charge - since all NetSpeed plans allow ‘Unlimited NetSpeed calling’. The cost of calling an 028 number from a non-NetSpeed phone will depend on your telephone operator - but the rate should be equivalent to calling another NZ mobile (or count towards your minute bundle if calling in from a mobile phone)

Q. If I want to set up my own VOIP phone/device what are the NetSpeed settings that I will need?

A. For many devices the only (or most important) settings you need are

Sip Server: voip.netspeed.net.nz

Outbound Proxy/Proxy Server: voip.netspeed.net.nz

SIP user ID: <your NetSpeed phone number>

Authenticate ID: <your NetSpeed phone number>

Authenticate Password: <your NetSpeed VOIP password>

Other settings you may need are

IP Address: Use DHCP

Voice Codecs available: iLBC,G729,GSM,PCMA (alaw),PCMU (ulaw)

Video Codecs available: H.263,H.264

Voicemail user ID: *55

STUN Server: should not be required

Q. How do I publish my NetSpeed number in the NZ White Pages?

A. You will need to contact Yellow Pages Group on 0800 803 803 to arrange the listing

Each customer is entitled to one free listing per branch/address
Free listing is:
Business Name
One Address (This can be street or postal)
One Phone number

Additional Entries to listing are at customers cost. This is anything from another number/address/website/email…
Cost varies depending on which directory they will be featured in (this is due to difference in distribution costs)

Q. How do I contact NetSpeed for information or support?
A. The preferred method of contacting NetSpeed for support is by email, since we can keep historical information about each customer on our systems, for our regional contact details click here. You can also call us on 0800 NETSPEED (0800 638 77333). If you cannot get through to a team member then please leave a message with our answering service and we will return your call.

We can also install

NetSpeed Broadband

Wireless Home Network solutions

Cafe Hotspot solutions

while installing your new NetSpeed VOIP services.