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FAQs

  1. What is VoIP?
  2. What is Broadband?
  3. How does VoIP voice quality compare to regular telephones?
  4. Is 911 Service available?
  5. Is 411 Service available?
  6. Can I keep my phone number?
  7. How does XLVOX compare with Vonage?
  8. How does XLVOX compare with Rogers and Primus?
  9. Are there any hidden fees?
  10. How do I subscribe to XLVOX?
  11. What are the charges for the subscription?
  12. What are the basic phone features?
1. What is VoIP?

VoIP is the acronym for 'Voice over IP'. VoIP is voice communications using the internet. There are two basic types of VoIP: hardware-based that use an adapter between your broadband Internet router and a regular touchtone phone, and software-based that require a computer.

Software-Based VoIP

The software-based services handle call-processing duties on your internet-connected computer instead of on a separate dedicated box or phone. Most lack complete call-and-receive interconnect services to public phone networks. You can use your computer's built-in speakers and microphone, or USB headsets and handsets.

Software-based VoIP are still not at the same level of quality or ease of use as the hardware-based VoIP. Many still suffer from a disjointed walkie-talkie feel. Some only let you talk to other people using the same software; while others let you make and receive calls from regular phone users at extra cost. One big disadvantage is that your PC must be ON always with the software open.Many software-based VoIP are free. There are usually no call charges unless you want to be able to talk to regular landlines or cell phones.

Hardware-Based VoIP

Hardware-based VoIP brings quality, reliability and more features to the VoIP market. These systems allow you to plug a standard phone into an adaptor box, which in turn connects to your broadband modem or home router. Anyone can receive a call placed this way; no special software or adaptor box is required at the recipient end. XLVOX is a hardware-based VoIP company.

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2. What is Broadband?

High bandwidth telecommunications, capable of transmitting and receiving data at higher speeds compared to a standard dial-up modem. Broadband connection is done via your cable or DSL provider. A broadband connection is required to use XLVOX service.

3. How does VoIP voice quality compare to regular telephones?

VoIP quality sounds just like the regular telephone and even better. Because VoIP is digital, this gives gives it an open field for research and improvements. The quality issues such as echo and choppy sound have basically been reduced considerably or eliminated entirely.

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4. Is 911 service available?

XLVOX provides basic 911 and enhanced 911 (E911) services. The type of 911 service provided to you depends on where and how you use your XLVOX Service. E911 Service is provided if your XLVOX telephone number corresponds to your address and municipality where you permanently use your XLVOX Service and E911 is available in your serving area. Your 911 call is automatically routed to the Public Safety Answering Point (PSAP) corresponding to your address and the emergency operator will have your telephone and address information. You may be required to verify your name, phone number and address with the emergency operator. Basic 911 Service is provided in the following two situations.
  1. if your XLVOX telephone number does not correspond to your address and municipality where you permanently use your XLVOX service or if you live in a serving area in which E911 from XLVOX is not available; your 911 call will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator, OR
  2. if you intend on using your XLVOX Service from multiple locations. Because you may be out of the coverage area of your Public Safety Access Point (PSAP), whenever you dial 9-1-1, you will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator.
Limitations on 9-1-1 Access

If you change the address from which you use your XLVOX. Service, your access to 911 service will change and will not work properly. Upon any move to a new address, or change of use of your XLVOX service, it is important that you immediately advise XLVOX Inc. signing into http://www.xlvox.com or by telephone at 1-800-nnn-nnnn for residential or 1-888-nnn-nnnn for business to ensure you maintain 911 service and have it work properly for you. You should be aware that 9-1-1 service will NOT be available if: your Internet connection is down, your XLVOX service is not available, or there is a power failure. 9-1-1 service may not be available when calling from outside Canada.

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5. Is 411 service available?
411 calling service is available at $1.00/call.

6. Can I keep my phone number?

Yes. Complete a Letter of Authorization form and fax or e-mail it to us together with a copy of your telephone bill and we will arrange to transfer your telephone number from your present provider to XLVOX. During the transfer period, do not contact your present provider to cancel your phone otherwise your phone number may be assigned to another subscriber. It normally takes 3 to 4 weeks to transfer. There is a transfer fee of $20.

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7. How does XLVOX compare with Vonage?

XLVOX compares well with Vonage and with most other VoIP providers. Here are some advantages of XLVOX over other VoIP providers:

Open and Flexible system

XLVOX is an open and flexible system. You are in control. You can tailor your subscription based on your needs and budget. You can rent or purchase your equipment. If you decide to purchase you can purchase from us or from your favorite store. You can configure your own system or you can follow our specifications.

You can install your own softphone from open sources in the internet. XLVOX uses both internet native SIP protocol and open source driven IAX2.

No contracts, no hidden fees

What you sign up for is what you get. No system access fees or network charges.

Free Features

XLVOX subscription include free features such as call display, voice mail, call waiting, 3-party calling and much more.

Customer Service

We pride in our customer service. We give personal, prompt, and friendly service.

8. How does XLVOX compare with Rogers and Primus?

Rogers Home Phone plan offers 15% discount if bundled with 3 other services. The schedule of charges for the Basic +1 Feature are:

Basic +1 Feature $29.95
Unlimited LD North America
19.95
Installation charge - 1 jack (one-time)
10.00
System Access Fee 4.25
Total $64.15

Additional promotional offer is the reduced charge of $19.95 instead of $29.95 for six months. Rogers offers these enticing bundles and promotions for a contract. Breaking the contract could be expensive. There is no equipment charge and just a small installation charge but there is a $4.25/month system access fee. Taking all these into consideration, you would have to be paying more than $170/month on your bundled services to justify keeping your home phone service bundled.

Primus offers a cheap bare-bones service of $11.95/month. No features, no free long distance. If you want features like voice mail or caller-id, it will cost you $6.00 or $4.00 extra per month per feature. Long distance plan for North America is another $10.00/month. There is no equipment charge nor installation fee but you have to either buy their adaptor at $69.95 or lease it at $4.00/month.

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9. Are there any hidden fees?

No. Everything is laid out in the application form and explained in the Terms of Service.

10. How do I Subscribe to XLVOX?


There are three easy ways to subscribe to XLVOX:
  1. By phone:
    Call our toll-fee number 1-866-83-XLVOX and press 1 and our sales support will go through the application with you.
  2. By web:
    Click this SIGN-UP.
  3. By e-mail:
    Download an application form from: www.xlvox.com/application.pdf
    Complete the form and e-mail it to sales@xlvox.com

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11. What are the charges for the subscription?

Initial charges and monthly charges vary depending on whether you rent, buy or already own your telephone adaptor, as well as the type of plan you choose:

  INITIAL CHARGES
Buy
Rent
Own*
Equipment charge
$89.95
0
0
Refundable Deposit
0
0
0
Activation Fee
29.95
29.95
29.95
Shipping/Handling**
15.95
15.95
0
Total before taxes
$135.85
$45.90
$29.95
*May also use free softphone
**$0.00 if pick-up
Monthly Charges

Basic
Residential

Residential
Plus
Free
World

Extra Line
Number
Subscription Fee
19.95
29.95
39.95
10.00
Equipment Rental
(if Rent, else 0)
3.95
3.95
3.95
3.95
Total before taxes
23.90
33.90
43.90
13.95

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12. What are the basic phone features?
  *411
Directory Assistance
Find others on the XLVOX network
*70 Call Waiting Activation
To activate call waiting. Default is deactivated.
*71 Call Waiting Deactivation
To deactivate call waiting.
*72 Call Forwarding System Access
Access CF system and follow voice prompts.
*73 Call Forwarding Deactivation
To deactivate call forwarding.
*90 Call Forward on Busy Activation
To forward your calls if the phone is busy
*91 Call Forward on Busy Deactivation
To deactivate call forwarding if the phone is busy.
*97

Voice Mail Access from own phone.
Note: Initial password is "1234".
*98

Voice Mail Access from another phone.
Note: Initial password is "1234".

3-way calling
1. Dial the first person (or answer an incoming call)
2. After the first person answers, let them know that you are going to add another person to the call and you will be putting them on hold while you add the new person
3. Press the link, flash or talk button on your phone
4. Listen for dial tone
5. Dial third party
6. Announce the conference to third party
7. Press the link, flash or talk button
8. Begin three-way conversation

Remote pick-up of voice mail
1. Dial your telephone number
2. When your voice message comes, press *
3. Enter your password

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