Get Your Net Phone to Come in Loud and Clear
Aoife M. McEvoy is a contributing editor for PC World based in California.
Aoife M. McEvoy
At their best, Internet phones provide affordable long-distance and international rates, all-you-can-talk monthly calling plans, online voice messages and other Web-based features that a landline company just can't offer, and--most important--reliable service.
At their worst, however, Voice-over-IP lines can be rife with glitches; stuttered sentences, echoes, and dropped calls top the list. While there's not much you can do to remedy subpar service, you can take steps to nip VoIP hassles in the bud.
If you have a hardware-based Internet phone setup consisting of a VoIP adapter linked to your broadband modem or router on one end and attached to a standard telephone on the other, these tips will help you minimize your Net-phone woes.
Hardware Matters
Avoid putting the VoIP adapter on the floor, or anywhere it could be pounced on by your pets or children--or yourself, for that matter. Most adapters are rather lightweight, and I have lost calls more than once due to accidental kicking.
All VoIP setups employ one or two power cords, a phone cord, and an ethernet cable. Stan Miastkowski's April 2004 Step-by-Step column, "Conquering Multimedia Cable Clutter", offers untangling strategies.
Of course, wherever your modem or router is perched, your VoIP phone will be tethered to it. That's why a cordless phone is a godsend for VoIP, whether you're using it as a landline replacement or as a backup to a standard phone.
Bounce Bad Calls
If you're lucky, your voice and that of the person you're calling will both be as clear as a bell. But once in a blue moon, you'll be on a call with a terrible echo (you may have gotten caught in your ISP's network congestion). Whenever this happens, hang up, wait a minute or so, and then try your call again.
If you experience more than just the occasional reception problem, however, don't be surprised if your VoIP provider attributes those issues to your ISP. Before you take their word for it, do everything possible to rule out other potential trouble spots. TestYourVoIP.com offers a Web-based call simulator that tests your broadband connection and indicates how the quality measures up (see Figure 1
Figure 1: How fast is your VoIP link? Find out by using the free speed test at TestYourVoIP.com.
). If your link is consistently poor, check your router vendor's site to make sure you're using the latest version of its firmware, and consider replacing your modem or router. If call quality is unacceptable over a long period and it's not due to a problem with your equipment, ask your provider for help. Heck, ask for some credit to your account while you're at it.
Another gotcha involves electricity: If a power outage hits your home or office, your Net phone service dies with it. If you have an uninterruptible power supply for your system, connect your router, modem, phone, and adapter to it.
In any case, if your Internet connection goes on the blink, you can't use the phone. Be sure to take advantage of your provider's call-forwarding option, if available, to redirect unanswered calls to a landline or cell phone so that you don't miss any incoming calls.
Finally, if you're completely fed up with your Internet phone, read the fine print carefully before canceling your service. Providers' cancellation policies, money-back guarantee periods, and penalties vary. When you shop for a service, check out the user postings at BroadbandReports.com.
911 and Net Phones
In May 2005, the Federal Communications Commission ordered Internet phone companies to provide their customers with enhanced 911 service. E911 ensures that the emergency dispatcher can determine your street address automatically. The FCC's deadline for compliance was November 28, 2005, but many providers failed to meet that date and filed extension requests. If your area is not yet covered by E911, add the telephone numbers for your local police and fire departments to your VoIP phone's speed-dial options, if possible. (It's a good idea to store these numbers in your cell phone as well, along with your state's highway patrol number.) When E911 is available to you, register your address with your provider as soon as you can, and be sure to update the address if you move.