Surviving VoIP

Tips for a smooth transition.

Michael Desmond

So you decided you want to take the leap. How do you get the most reliable VoIP service possible? Here are a few tips to smooth your way on the road to Internet telephony.

Prep your network. Test your broadband connection at TestYourVoip.com. The browser-based applet runs a simulated VoIP call through your broadband connection to a variety of endpoints and tells you what kind of quality you can expect. You may want to replace older modems or update the firmware in your modem or broadband router to ensure optimal performance.

Put in backup power. When the lights go out, your VoIP adapter and network gear go out with them. If you buy a low-cost backup power supply (called an uninterruptible power supply, or UPS), you can plug the modem, broadband router, and VoIP adapter into the UPS so that they all run through brief outages. This setup allowed me to talk right through a major summer thunderstorm that briefly killed the lights three times in a two-hour span.

Ask around. Quality service depends on a lot of things--the VoIP provider, your network setup, and your broadband service. Don't forget: With VoIP, a broadband outage is also a phone outage. Seek out users in your neighborhood who have switched to VoIP and see if a pattern emerges. What broadband providers and VoIP companies combine for the best results where you live? You can also check out the informative VoIP forums at Broadband Reports.

Take it slow. If you can, switch a second line to VoIP while keeping your primary line as-is. You'll learn your lessons while maintaining assured service. If you are satisfied with the results, you can then switch your primary line.

Mind the home security system. Be aware that VoIP will likely bypass the interface wiring used by security control panels to dial into their monitoring centers. You can jerry-rig a setup that patches the panel into the VoIP line, but it takes some splicing and study to get it right. Even then, some VoIP and security services simply fail to get along. You can also consider security providers like NextAlarm, which offer broadband- and VoIP-compatible links. Of course, any Internet outage will disconnect your security system.

Think about whole-house wiring. If you switch to a VoIP adapter, you'll lose the dial tone coming from the wall phone jacks. Still, you can use a phone cord to plug the VoIP adapter into the wall so the signal is carried throughout the house. But be very careful: The electrical charge from the telco's wiring could fry your adapter.

To make this arrangement work, you must physically disconnect the telco's wiring at the network interface box--typically a gray box on the side of the house where the phone lines come in from the ground. There's some risk to this procedure, but you can learn more from this helpful tutorial. Don't try this unless you're comfortable with wiring and the possible consequences of screwing up.

Watch out for gotchas. Many VoIP companies charge a startup fee, though you may be able to dodge this if you own a compatible telephony adapter. Promotions may also help defray upfront costs. In addition, some companies will charge a cancellation fee if you quit the service within 12 months. You can look for providers who offer a trial period, but in many cases these are quite brief--as little as 14 days--which can make it tough to get a firm sense of the service.

Investigate 911 options. If you take 911 for granted, you could be in for a rude awakening. The government doesn't currently require VoIP service providers to offer emergency 911 calling, although many do. But enabling VoIP for 911 dialing isn't the no-brainer it is in the traditional phone world. My provider, Vonage, offers free 911 calling, but you have to activate it. In addition, the VoIP company needs to know the physial location of your VoIP phone (remember, it can be anywhere there's an Internet connection, including a hotel room) so that it can route your 911 calls to the right emergency center. And keep in mind that during power or broadband outages--when you might really need 911--the service may not work.

Manage your expectations. You may save money now, but be aware that federal and local governments are keen to tax emerging VoIP services. Today, a good chunk of the savings comes from the lack of taxes and fees, which can add $10 or more to traditional phone bills. A year from now, who's to say those same line item expenses won't burden your VoIP bill? As with everything about Internet telephony, there are no guarantees.