HugoNet :: Broadband ADSL, HugoVoIP, Dialup, Web Hosting, and Domain Names Australia

What equipment do I need?

There is one main type of hardware that you can use with HugoVoIP. Provided to you when you sign up for HugoVoIP is a device called an ATA (Analogue Terminal Adapter). This device allows you to use your normal telephone handsets with the VoIP service. This works by converting the Analogue signal that your telephone hand sets use, into digital data packets that are used with the VoIP service.

Currently, HugoNet can only support ATA’s that was provided as part of the sign up when you first subscribed to HugoVoIP. If you want to bring your own hardware, we are able to provide you with a list of necessary configurations; however we are unable to support you further than that. The reason behind this is the fact that there is a huge range of hardware available on the market, and we are unable to become appropriately familiar with every single model in order to offer you support. You may find additional help and support on your hardware manufacturer’s website.

 

Can I use my normal phone?

Yes, you can certainly use your normal phone with HugoVoIP. In fact, this is the recommended configuration of your HugoVoIP account. Using the ATA that is provided when you subscribe to HugoVoIP, you are able to use any telephone that you currently have in your house to make cheap VoIP calls. All that is required is that you connect your telephones that you wish to use VoIP with, to your ATA, instead of the outgoing telephone line. This means that any calls you make will go out over the HugoVoIP.

 

What’s an ATA?

An ATA is the device that allows you to connect and use your normal existing telephones with the VoIP calls. The ATA (Analogue Terminal Adapter) works by converting the analogue signals that the PSTN use, into digital data packets that are used on the VoIP service. If you purchased this device through HugoNet, it will already be pre-configured for your ease of use.

 

What if I have a VoIP router?

If you have a VoIP router, you may require an ATA to get your HugoVoIP to work. These types of routers have the hardware of an ATA built into them. Some models also offer failover protection for when a VoIP connection can not be established. HugoNet is able to provide you with a set of configurations if you have your own VoIP router. Unfortunately, due to the sheer number of different VoIP broadband routers, we are unable to support you further than this. If you purchased your VoIP router through HugoNet, then we will be able to offer you further support in order to get your VoIP and broadband working together.

 

How do I know if I have a VoIP router?

It should be fairly easy to determine if you have a VoIP router. VoIP routers will have their features clearly marked on their packaging boxes. Also, there will be two extra telephone line ports on the back of the modem. Typically, it will look something like this:



Also, you will notice the extra settings that can be entered when you enter the modems web interface. For more information on your router, please refer to the manufacturer’s website.

 

Can I use my own hardware?

Yes, you may use your own hardware with HugoVoIP. However, we are unable to fully support you if you run into any major dramas. The main reason for this is sue to the massive range of hardware that is available on the market. It is impossible to be adequately familiar with all models of hardware in order to provide appropriate levels of support. We can, however, provide you with a list of necessary configuration commands, and some general pointers.
If you have a modem that you purchased through us, we are able to fully support you in getting your connections to work.

 

What type of phones can I connect to the VoIP adapter?

You can connect any Touchtone Phone which is approved for use in Australia.

 

How long does it take to connect to HugoVoIP?

Typically, your account will be activated within hours of signing up with HugoNet.

 

How can I pay for my HugoVoIP Invoice?

Currently, HugoVoIP is only available to customers who use EziDebt or CreditCard only.

 

Is the service available for businesses?

Yes, HugoVoIP is available for businesses. In fact, businesses stand to gain the most from cheap VoIP call costs. Businesses typically have the need to make many phone calls all day to keep their business in business. A HugoVoIP account for your business can greatly reduce those nasty telecommunications bills, allowing you to worry less about how much it costs to run your business.

 

Will HugoVoIP be billed on the same invoice as my HugoNet broadband?

Yes, your HugoVoIP account will be billed on the same invoice as your internet.

 

Can I get a printed and mailed statement?

We do not normally print out invoices. We will normally email you your invoice to a nominated email address. If you require that a printed statement be sent via snail mail to you, there will be an administrative charge placed in order for this to happen. If you only require a printed copy of the invoice for your own records, you can always print the invoice that is sent to you.

 

How do I make a VoIP call?

Making a VoIP call is as easy as making a normal telephone call. Once you have your VoIP router or ATA set up and configured, all you need to do is plug in you telephone, then dial away. It’s that simple. You will not hear a dial tone as you normally would with a PSTN, however you can still make and receive calls in the normal way.

 

How do I force my VoIP All-in-one router to make a call via my fixed line telephone service?

To make a call over your existing fixed line service with the all-in-one modem/router solution, you will need to follow the following simple steps.

1. Pick the handset up (you should hear the VoIP dial tone)
2. Place the handset down again
3. Pick the handset up again
4. You should now hear the standard dial tone

You can now make you call using your fixed line service. Please note that you may have to follow this procedure if the power goes out, or if there is no connection to HugoVoIP, and you wish to make a telephone call.

 

Who can call me?

Any one can call you! With HugoVoIP, you will be provided with a national number that can be dialed from any phone, like any normal telephone number.

 

Why is there no dial tone?

HugoVoIP customers will not hear a dial tone on their telephone when the pick the telephone up. This is due to the way in which the technology works. Instead of a dial tone, you will hear a continues tone, signifying that the line is free, and you are able to dial your number.

 

Can I use my computer and talk at the same time?

Yes, you can use your computer at the same time as you are making a call using HugoVoIP. Please note however, that if you are surfing the web or receiving email at the same time as you are making a call, you may experience a degradation of call quality. This is due to what you are doing on the computer taking bandwidth away from the call. You may hear degraded voice quality, or an increased latency if this occurs. However, if you have a router with QoS (Quality of Service) enabled, this impact will be negligible.

 

Can I take my ATA with me when I travel?

In terms of traveling around (e.g. holidays), no, you cannot take your ATA with you. For the ATA to work, it needs to be connected to a broadband service, in order to make and receive calls. If you have a high bandwidth connection available when you travel, you may be able to use your ATA. However, call quality may suffer severely. HugoNet recommends that you do not take your ATA with you on your travels. If, however, you are moving house (and thus your broadband service), then there is no problems with taking your ATA to your new location.

 

Do I have to have my computer on?

No, you do not have to have your computer on to enjoy the cost savings of using HugoVoIP. This perception amongst the general public is due to programs such as Skype. These are software programs that you install on your computer. You can then use a USB phone or headset to talk to people. This method ties you to sitting at your computer to make low cost calls.
HugoVoIP is very different. By using ATA’s, you can use your existing telephones to make VoIP calls. This means if you have a cordless phone, you can be anywhere in you house and make the calls you want. Much easier.

 

Can I call all normal numbers?

Yes, you can call any normal telephone number with your HugoVoIP connection. There are some number ranges which are restricted (e.g. 1900 numbers). Also, 000 calls may not work as expected. It is not recommended that you sue your HugoVOIP to make emergency calls, due to the dynamic nature of the service. You should use a normal telephone line to make emergency calls. As a bonus, any calls to other HugoVoIP subscribers are $FREE!

 

Can I use a fax machine?

While it is possible to use a fax machine with your HugoVoIP, you will not be able to use a fax machine with a HugoNet configured ATA or all-in-one modem. If you wish to configure your own device (using T.38 or G711 codecs), you may be able to send and recieved faxes over your HugoVoIP connection.

 

Will I be charged uploads and downloads?

Yes, any data that your HugoVoIP phone account uses will count towards your downloads. For this reason, we recommend that you choose plans with plenty of prepaid data. Also, if you run out of data and you connection is shaped (as many plans are), then you may not be able to make calls of decent quality once you have been shaped.
Please note that uploads are never charged with HugoNet.

 

What happens if I loose my internet connection, or if the power goes out?

If, for any reason, the power goes out, or you loose your ADSL broadband connection, then you will not be able to make VoIP calls. The reason for this is that the ATA with your HugoVoIP account uses your broadband link back to our network to make the call. If this link is not present for any reason, then you will not be able to make calls over the connection. If this is the case, then you will have to revert back to your PSTN line to make and receive calls. This is the main reason that VoIP routers are so powerful and popular. Most of these have the ability to failover the outgoing calls to your existing PSTN line when your broadband goes down (which occasionally occurs for one reason or another).

 

What is the call quality like / what should I expect?

The call quality for VoIP calls, for the most part, is significantly better then what you receive over the PSTN. The reason for this is that with VoIP, there are a far greater range of frequencies that can be used to record the voice of the person that is speaking. With the normal PSTN, due to technical limitations, there are a much smaller range of frequencies available, which results in the ‘telephone voice’ that we are all familiar with. VoIP is not hampered by these restraints.

You may however, receive some loss of voice quality if you are using the internet at the same time as making a phone call. This may results in degraded call quality, and increased latency. This is greatly reduced with the faster connections.

 

Is VoIP secure?

HugoVoIP is a very secure system. Some VoIP systems can be easily compromised by hackers who can ‘eavesdrop’ on the conversations that you are having. While still possible with HugoVoIP (as is with any system, no matter how secure they say they are), the chance of this happening is very remote. All systems are monitored 24/7 to ensure the reliability and security of the service.

 

What if I have an alarm system installed?

HugoVoIP may be incompatible with an alarm system that can be remotely monitored by your alarm company. If you have one of these style alarm systems, we recommend that you keep your existing fixed line server (may be required for your broadband internet service any way), and keep your alarm system hard wired into that.

 

Is HugoVoIP Compatible with Foxtel (and other similar services)?

Unfortunately, HugoVoIP is not compatible with digital telephone set top boxes that require a phone line to dial a service (e.g Foxtel and Austar).

 

Do I need to keep my fixed line service?

Generally yes we recommend that you keep your existing fixed line service. There are many reasons for this. Primarily, you may need to keep your fixed line service if you are on ADSL broadband, as the broadband is delivered through your fixed line service. Without a fixed line service, you have no broadband internet, and thus your HugoVoIP will not work. Secondly, we recommend you keep a fixed line service so that you can make emergency 000 calls, and also so that you can make and receive calls during a blackout (standard phones receive their power over the fixed line service).