HELP CENTRE

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GETTING ON-BOARD

Frequently Asked Questions

Fix a problem 21 questions
  • How do I listen to my voicemail messages?

    You can listen to your voicemail messages:

    On your handset or another handset

    On your mobile if you have our mobile softphone application

    By logging into your PBX web portal; or

    If you have setup voicemail to email, by opening voicemail file attached to your email

    For further instructions accessing voicemail, refer to our user guides here: User-Guides

  • I can’t hear the other person, what should I do?

    If you cannot hear the other person on a call please check that:

    the handset volume is not turned down or on ‘mute’;
    the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
    If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
    Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
    If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.

    Is this problem occurring on all handsets or only one?
    Is this problem occurring on all calls or only when you call a particular number?
    What are the handset extension numbers that cannot hear the other party, or indicate all handsets;
    If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer. Alternatively, you can call us on 1800 100 800 (option 2 for support) Mon-Fri 9am-5pm AEST and provide the details over the phone.

  • I can’t hear other people on my handset. What should I do?

    Firstly, make sure your volume levels are set high enough. If using a headset make sure that it is connected to the correct socket on your handset. If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected.
    If you still cannot hear other people submit a Support Ticket with details of the number you are calling (or receiving a call from), your handset extension number (if you have one) and the approximate time of call.

  • How can I change my voicemail settings?

    You will need to email our Customer Care team on the Contact us page of this website.

  • How can I access my voicemail messages?

    You can click on the message button on your handset (or dial *97) or log into your Virtual PBX portal at my.movox.net.au. If you have requested our ‘voicemail to email’ feature your voicemail messages will be emailed to your nominated email address.

  • Does voicemail work with third-party hardware?

    Voicemail may not function correctly with third-party SIP devices.

  • Can I change the email address where I want my voicemail messages to be sent to?

    Yes, you can change your preferred email address for voicemail by logging into “Your Account” section.

  • What calls will divert to voicemail?

    As long as you’ve set up Voicemail to accept unanswered calls, MOVOX and other landline/mobile calls will be diverted to Voicemail.

  • Other people complain of an echo. What can I do?

    If you’re using a PC Softphone, you may need to mute your microphone.

    Go to the Volume Control near the clock on the bottom right of your computer screen.

    Select Options

    Select Properties

    Under Show the following volume controls, check the Microphone checkbox.

    Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
    Under Microphone, check the Mute checkbox.


    Generally, the above does not actually mute the microphone – instead, it mutes the microphone playback, which is a leading cause of echo.

  • My Internet is running slow, what should I do?

    Your Internet may be slowed if you have exceeded your monthly plan’s quota, or if your account has been suspended due to non-payment.
    If you use the same broadband connection for Internet access and your MOVOX phone service, this can also slow the Internet connection down at times, particularly if you have Quality of Service (QoS) enabled and are making concurrent phone calls.

    You may want to consider a separate dedicated broadband connection for your MOVOX phone service to increase bandwidth for your Internet browsing. Please keep in mind, however, that applications such as video streaming and peer-to-peer file sharing can reduce broadband speed even if you do have a separate service.

    You can test your Internet connection by using a broadband speed test here: http://speedtest.net

  • What is my voicemail PIN?

    Your default PIN is 1234 and can be changed from within the voicemail menu. To change your Voicemail PIN from within the Voicemail menu Press 8.

  • What is Quality of Service (QoS)? How do I activate it?

    Quality of Service is a feature that may be available in your router or modem/router that is used to prioritise specific traffic. For example, it allows users to surf the Internet and talk on the phone at the same time, with the voice traffic (phone call) being given priority. It may mean a slight reduction in your Internet speed, but it will ensure call quality remains high.

    If your modem/router supports QoS, MOVOX recommends that you enable this and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions.

    If you do require further assistance, you can also submit a Support Ticket [LINK] or call us on 1800 100 800 (option 2 for support), Mon-Fri 9am-5pm AEST. Please note: if you’re using your own hardware, we may need to refer you to your hardware manufacturer for further assistance.

  • I’m getting poor call quality. What can I do?

    If you are using the same Broadband connection for Internet access and your MOVOX Virtual PBX then it is important to note that applications that use a high proportion of your internet connection, such as streaming video, music or downloading large files can cause poor call quality.  We recommend Broadband upload speeds of at least 128kb for good (single) call quality. You can test your Internet connection by going to www.speedtest.net


    We recommend a suitable VoIP router and separate dedicated Broadband connection for your MOVOX Virtual PBX, especially if you have more than 4 concurrent calls.

  • Help! I’ve forgotten my voicemail PIN!

    Give us a call on 1800 100 800 (option 2) between 9am and 5pm Monday to Friday AEST and we’ll help you reset it. Alternatively, you can use the Contact Us form located on this website.

  • I can’t make or receive calls

    If you cannot make calls please check that:
    the number you are dialling is correct;
    continue with troubleshooting points 3 onward (below)
    If you cannot receive calls please check that:
    your handset is not set to ‘Do Not Disturb’ (DND);
    continue with troubleshooting points 3 onward (below)
    your handset is connected to the Internet. (If your handset displays ‘no service’ on the handset screen it is most likely not connected to the Internet);

    you can reach www.movox.com.au on your computer’s web browser;
    If you answered ‘No’ to questions 3 and 4 above please check the Internet cables are connected securely and to the correct sockets on your handset and computer;
    If you answered ‘Yes’ to questions 3 and 4 above please remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another inbound and outbound call.
    If the problem remains and you have confirmed that you have Internet connectivity please submit a Support Ticket with answers to the 5 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
    What are the handset extension numbers that are unable to make or receive calls, or indicate all handsets;
    Can handsets make internal extension to extension calls?
    What is the handset extension number that last attempted to make or receive a call?
    What is the number (including area code) you are trying to call or the number that attempted to call you; and
    What was the approximate time of the attempted call?

  • How long can I store my Voicemail messages?

    All (saved and unsaved) Voicemail messages will be deleted 20 days after you receive the message.

  • Help I’ve forgotten my password

    If you have forgotten your password simply click the ‘Forgotten Password’ link Password Reset” and a reset password will be sent to your registered email address.

  • I can’t make outgoing calls. What do I do?

    Firstly, make sure the number you are dialing is correct and check that your handset and computer is connected to the internet. Can you reach www.movox.com.au from your web browser?

    If using a PC Softphone and you’re running a software firewall on your computer (such as Norton, McAfee, etc.) the software may be blocking the PC Softphone. You may need to set your firewall to allow the PC Softphone to connect to the internet. Please refer to your firewall user manual for instructions on adding an “exception” or allowing applications full access to the Internet.

    If you still can’t receive incoming calls submit a Support Ticket with details of the number you are calling (or receiving a call from), your handset extension number (if you have one) and the approximate time of call.

  • Will I be on a minimum term contract?

    Our call plans can be cancelled at the end of your current monthly billing period. There are no exit-fees of any kind, and no hidden costs.

    Most of our Internet plans have a minimum term from a 24-month to 36-months depending on the service type and cancellation fees apply for early termination. Certain Internet plans have a 1-month minimum term subject to payment of a higher connection fee.

  • How do I change my voicemail greeting?

    You can change your voicemail greeting:
    • From your handset or another handset
    • From your mobile if you have our mobile softphone application; or
    • By emailing support@movox.com.au with your revised greeting as either a .wav or .mp3 file

    For further instructions accessing voicemail, refer to our user guides here: User- guide

  • How do I record a voicemail message?

    Click the message button on your handset (or dial *97) and follow the recorded prompts. For further instructions and voicemail feature codes please refer to view our MOVOX Virtual PBX  User Guide

    If you have a professionally recorded voicemail message we can upload the file to your Virtual PBX. Simply email your voicemail file in .wav or .mp3 format to Website. Please note that charges may apply for this service.

Getting on-board 29 questions
  • Does MOVOX give me a new phone number?

    Yes.  If your service requires a phone number then we will provide you with a standard Australian phone number as part of your plan. If you have an existing phone number you can transfer the number to MOVOX which may incur a once-off number transfer fee. 

     

     

     

  • How can I allow a Softphone through my firewall?

    If using a software firewall, you’ll need to allow the PC Softphone full access to the Internet when asked. You can change this later by viewing the list of programs configured in your firewall, and changing the access settings for the softphone. Please refer to your firewall user guide for instructions on how to do this.

    By default MOVOX uses the UDP ports 5060 – these should be allowed through the firewall and forwarded to the PC running the Softphone. If need be, the default ports can be changed from Menu > Options > General > Edit Network Settings.

  • How are inbound numbers charged?

    With 13, 1300 numbers customers can call you from a fixed line from anywhere in Australia. Your customer will be charged a 13, 1300 call rate from their landline or mobile carrier. With 1800 numbers customers can call you at no charge from a fixed line anywhere in Australia. If your customer calls your 1800 number from their mobile, they will be charged the 1800 call rate from their mobile carrier.

  • Does my mobile phone number change?

    No. Your mobile phone number remains with your current mobile phone provider.

  • Do I still need a landline number as well as a VoIP phone?

    This depends on the type of broadband technology available at your location. If you access the Internet via ADSL, then a landline number may still be allocated to your service. Whether you choose to use the service to make and receive calls is entirely up to you.
    MOVOX’s IP handsets are not compatible with landline services, so a separate handset would be required. The call rates are also different compared to Virtual PBX. For more information, please refer to your plans’ Critical Information Summaries available here [LINK].

  • Do I have MOVOX mobile network coverage in my area?

    MOVOX ABN 32 602 123 491 uses part of Telstra’s 4G and 3G mobile network
    MOVOX provides customers a combined 4G and 3G coverage footprint of 98.5% and a 4G coverage footprint of 92% of the Australian population, covering 1.3 million square kilometres. To check coverage at your location please click here.

  • Can I take my current phone number if moving to another location?

    Yes. By using Virtual PBX, your numbers are not locked to an exchange location. You could move from Brisbane to Melbourne and still keep your local 07 numbers.

  • Can I forward calls to another number instead of voicemail?

    Yes. Most handsets have a call forward feature. Please refer to your handset guide for call forward instructions.
    If you have a MOVOX Virtual PBX or VoIP Phone plan our Customer Service team can place call forwards on incoming calls. Please submit a Support Request with clear instructions on your call forwarding requirements.

  • What is ADSL?

    ADSL stands for asymmetric digital subscriber line. It’s a type of broadband connection that runs through the existing PSTN or copper wire network. It is currently the most common type of broadband technology in Australia and is available in most urban (and some rural) areas.

  • What equipment and connection is required?

    You need a MOVOX Broadband On-Net connection and a modem router to use Business VoIP plan. You may need to check the number of ports available in your current modem router as each VoIP handset will require a RJ45 cable connection from the modem router. MOVOX supplied modem routers normally includes 4 ports.

  • What is NBN?

    The National Broadband Network (NBN) is a wholesale-only, multi-technology data network built and owned by the Australian government. Access to the network is sold to retail service providers (RSPs) who then sell Internet access and other services to consumers.

  • Can I cancel my existing phone number?

    If you have an internet connection, you may find that you no longer need your existing phone number. All of your phone services can be provided by MOVOX. If you have an Internet connection, you will still need to keep your existing phone number – however, you could downgrade to a cheaper plan and make all your outgoing calls via MOVOX!
    If you have a suitable Internet connection, you may find that you no longer need your existing phone number. All of your phone services can be provided by MOVOX using VoIP.

  • What is Quality of Service (QoS)? How do I activate it?

    Quality of Service is a feature that may be available in your router or modem/router that is used to prioritise specific traffic. For example, it allows users to surf the Internet and talk on the phone at the same time, with the voice traffic (phone call) being given priority. It may mean a slight reduction in your Internet speed, but it will ensure call quality remains high.

    If your modem/router supports QoS, MOVOX recommends that you enable this and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions.

    If you do require further assistance, you can also submit a Support Ticket [LINK] or call us on 1800 100 800 (option 2 for support), Mon-Fri 9am-5pm AEST. Please note: if you’re using your own hardware, we may need to refer you to your hardware manufacturer for further assistance.

  • What is Ethernet?

    Ethernet is a system used for connecting a number of computers to form a local area network. Your IP handsets become part of this LAN as you plug them in with Ethernet cords (rather than the DSL/phone cords used by traditional landlines).

  • Do I need a credit or debit card to use MOVOX?

    Yes, you will need a Visa, MasterCard, AMEX or Diners card to sign up on one of our plans or buy products from the MOVOX Shop.

  • Can I keep the phone number assigned by MOVOX even if I want to switch to a different provider?

    You need to check with the gaining provider to determine if they are able to transfer the number from MOVOX.

  • Will VoIP affect Internet plan data usage limit?

    When making a VoIP phone call the router sends the call as data over your Internet connection. MOVOX will count this towards your monthly data usage quota. As a rough rule of thumb, using VoIP consumes 0.6 Megabyte of data for every 10 minutes of conversation.

    Therefore, if you made five 10-minute phone calls per day it would equate to approximately 1,500 minutes of phone usage for the month. This would equate to approximately 90 Megabytes of data usage.

  • What information do I need to transfer my number to MOVOX?

    If you are converting your existing phone service you will need to provide your current Account Number provided by your current phone provider.
    This can be found on any bill you receive from your phone provider for your phone service.

    Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.

  • Can I make and receive calls while my phone number is being transferred to MOVOX?

    You can port your phone number from your current Phone provider (Telstra, Optus, AAPT, Primus and others) to MOVOX. The standard installation timeframe for Business VoIP service is 4-5 working days, within this time period you can still make and receive phone calls on your telephone line. On the cutover date MOVOX will port across your number from your current service provider to MOVOX Business VoIP service. This process is instantaneous which means there will be no downtime on your telephone service.

  • Can I choose a new phone number?

    Yes. You can select a new phone number from a range of numbers that we have available.

     

     

  • Do you credit check?

    Yes. To assess your application for an account with us we perform a credit and identity check.

     

  • What do I need to join MOVOX?

    If you wish to sign up on one of our plans, you will need to create an account. When completing our online account application you will need to provide 2 of the following 3 forms of identification:

    • Australian drivers licence;
    • Australian Medicare card; or
    • Passport

    It is necessary for MOVOX to verify your identity for the purposes of billing you, operating the services and to comply with our legal and statutory obligations under the Telecommunications Act 1997 and management of your account.

  • What Internet connection do I need to use MOVOX?

    512/128k or greater Broadband connection is recommended for best results. This will vary depending on how many concurrent telephone calls you wish to make. We recommend that upload speeds of at least 128kb be available for good call quality. You can test your Internet connection by using an Broadband Speedtest.

    If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
    If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

    You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

  • What speed internet connection do I need to use MOVOX?

    This will vary depending on how many concurrent telephone calls you wish to make. We recommend 512/128k or greater Broadband connection for best results. 

    You can test your Internet connection by using a broadband Speed test here  Speed Test.

    If your MOVOX phone service uses the same Broadband connection as your general Internet access, keep in mind that applications using a lot of bandwidth (such as video streaming and peer-to-peer file sharing) can degrade your call quality regardless of your internet speed. If your modem/router supports Quality of Service (QoS), you should enable this and apply rules to prioritise IP phone calls. You should also disable the SIP “ALG” setting. Please refer to your modem/router user guide for instructions on how to do this.

    You may also consider a separate dedicated broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls. 

     

  • What third-party hardware do you support?

    We have setup guides to enable you to use some common third-party ATAs and VoIP routers on MOVOX. Our Customer Care centre is happy to try and get your hardware going however, you may need to contact the manufacturer for further support.

  • What is the warranty on MOVOX hardware?

    All hardware supplied by MOVOX is covered by the manufacturers’ full product warranties. For more information on product warranties and your rights under Australian Consumer Law and the Trade Practices Act,

    please review our consumer advice available here: https://movox.com.au/online-purchasing/#1464263744826-cbbacee9-484c

  • How do I program my handset?

    Depending on the model, your handset may be pre-programmed, or may automatically configure once it is correctly plugged in.

    If you do need to program it manually, you will need to enter your extension direct dial number, password and proxy IP address into your handset. These details will be emailed to you from MOVOX. Refer to your handset’s user guides for further instructions.

    If you cannot find these details or require further assistance, please call 1800 100 800 (option 2 for support) Mon-Fri, 9am-5pm AEST.
    Please note: certain IP handsets are not supported by MOVOX. Additionally, certain features described in the Virtual PBX feature codes list may require individual handset programming or may not be available on some handsets.

  • How can MOVOX save me money?

    Our customers reduce costs, improve productivity and discover features that transform the way they communicate by using MOVOX’s new and imaginative telecommunications technology. Put us to the test – we’ll review your current communications and demonstrate the financial savings and benefits of a MOVOX solution. Call us on 1800 100 800 or complete the Contact form located on this website.

  • Can I use my own hardware with MOVOX?

    Yes. While our supported hardware is designed and tested for use on our network, you can use third-party hardware with MOVOX if you prefer.

    Please note: if you are using your own hardware, MOVOX cannot guarantee the quality of the services and will not be responsible for the configuration or maintenance of the service.

    To view MOVOX’s range of IP handsets, modems and accessories, please visit our Website

Using our services 29 questions
  • How much data does the MOVOX mobile softphone use?

    The amount of mobile phone data used varies depending on the length and frequency of your calls. As an example, a one-minute call using the mobile softphone application will use approximately 1.5MB of data. If you estimate your monthly usage of the mobile application to be an hour, then you would use approximately 90MB of mobile data.
    On an iPhone, you can track how much mobile data has been used by the application by opening Settings > Mobile Data, and scrolling down until you see the MOVOX app. This is the accumulation of data used since the last time your stats were reset. You can see the last time they were reset by scrolling down further and reset them if required.

  • How does a PC softphone work?

    When you make a call using a PC Softphone, your call uses your Internet connection instead of the Public Switched Telephone Network (PSTN). If using a PC Softphone to call a landline or mobile number, the call goes over your Internet connection and then through the PSTN network to connect with the destination number.

  • Does my modem have to be turned on to use MOVOX Business VoIP?

    Your modem must be turned ON to use MOVOX Business VoIP service.

  • Does a softphone work with a firewall?

    If using a software firewall, you’ll need to allow the PC Softphone full access to the Internet when asked. You can change this later by viewing the list of programs configured in your firewall, and changing the access settings for the Softphone. Please refer to your firewall user guide for instructions on how to do this.

  • Do the people I call need to be on MOVOX?

    No. you can call any mobile or other phone number anywhere in the world using MOVOX.

  • Can I use a Fax whilst using a MOVOX service?

    MOVOX Business VoIP does not support FAX.

  • Can I forward calls to another number instead of voicemail?

    Yes. Most handsets have a call forward feature. Please refer to your handset guide for call forward instructions.
    If you have a MOVOX Virtual PBX or VoIP Phone plan our Customer Service team can place call forwards on incoming calls. Please submit a Support Request with clear instructions on your call forwarding requirements.

  • Can I use EFTPOS whilst using a MOVOX service?

    MOVOX Business VoIP does not support EFTPOS services.

  • Can I use Business VoIP service while I am using internet?

    Yes, you can use your computer while on the phone. However, since your phone and computer share the same bandwidth, if you are using high bandwidth applications on your computer (i.e. downloading a large file) you may experience degraded voice quality.

  • What is a PC softphone?

    A PC Softphone is a software phone that is installed on your PC. To use a PC Softphone you will require a suitable headset and microphone. There are a number of PC Softphones available, we recommend Counterpath X-lite

  • Can I call emergency ‘000’ with MOVOX?

    Yes, you can make an emergency ‘000’ call using MOVOX’s services.

  • What CODEC’s does MOVOX use?

    The following CODEC’s can be used with MOVOX:
    OPUS
    Siren @ 32Khz
    G722.1 @ 32khz
    G722.1 @ 16khz
    G722
    Speex @ 32khz
    Speex @ 16khz
    G711a / PCMA – 64kbps
    G729 – 8kbps (Requires License)
    GSM
    Siren (HD) @ 48kHz
    Siren (HD) @ 64kHz

  • How can I make all calls go to voicemail?

    You can forward calls to Voicemail simply by pressing the ‘Do Not Disturb’ (DND) button on your handset. To disable calls forwarding to voicemail simply press the DND button again on your handset.

    If your handset is in a ring group then you will need to press the DND button on all handsets within the ring group to forward calls to voicemail.

  • What is NBN?

    The National Broadband Network (NBN) is a wholesale-only, multi-technology data network built and owned by the Australian government. Access to the network is sold to retail service providers (RSPs) who then sell Internet access and other services to consumers.

  • What is Quality of Service (QoS)? How do I activate it?

    Quality of Service is a feature that may be available in your router or modem/router that is used to prioritise specific traffic. For example, it allows users to surf the Internet and talk on the phone at the same time, with the voice traffic (phone call) being given priority. It may mean a slight reduction in your Internet speed, but it will ensure call quality remains high.

    If your modem/router supports QoS, MOVOX recommends that you enable this and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions.

    If you do require further assistance, you can also submit a Support Ticket [LINK] or call us on 1800 100 800 (option 2 for support), Mon-Fri 9am-5pm AEST. Please note: if you’re using your own hardware, we may need to refer you to your hardware manufacturer for further assistance.

  • Do landlines work with MOVOX handsets?

    No. While some home handsets allow multiple lines to be attached, a landline service will only work on an analogue handset. MOVOX Virtual PBX handsets use Internet Protocol (IP) handsets.

  • Can I use my MOVOX service if there is a power outage?

    In the event of a power outage, your modem will not be accessible, which means you won’t be able to use your IP handsets, PC softphones or the Internet.

    You will still be able to use your mobile softphone to make and receive calls. You can also log into your Virtual PBX Account (via an alternative broadband connection that is still active), and forward calls to an alternative number if you choose.

    Voicemail will still operate in the event of a power outage.

  • How will MOVOX VoIP services affect my broadband usage?

    This depends on the amount of calls made and received each month and their length. If your broadband is with MOVOX and you exceed your monthly usage quota, your broadband connection will be slowed. So this doesn’t affect your calls, MOVOX recommends separate dedicated broadband connections; one for your phone system and one for Internet access.

  • Can I keep my Internet service with another provider and only have MOVOX Business VoIP service?

    No, MOVOX’s Business VoIP plans are only available when you have a MOVOX Internet On-Net service.

  • What Video formats does MOVOX use?

    The following Video formats can be used with MOVOX:

    • VP8
    • H264
    • H263
    • H261
  • Does my computer need to be on to use MOVOX?

    If you’re using a Softphone, then yes. You will have to have your PC on and be connected to the Internet in order to make and receive calls. If you’re using our Virtual PBX then no, you won’t need your PC to be turned on.

  • Will VoIP affect Internet plan data usage limit?

    When making a VoIP phone call the router sends the call as data over your Internet connection. MOVOX will count this towards your monthly data usage quota. As a rough rule of thumb, using VoIP consumes 0.6 Megabyte of data for every 10 minutes of conversation.

    Therefore, if you made five 10-minute phone calls per day it would equate to approximately 1,500 minutes of phone usage for the month. This would equate to approximately 90 Megabytes of data usage.

  • What Internet connection do I need to use MOVOX?

    512/128k or greater Broadband connection is recommended for best results. This will vary depending on how many concurrent telephone calls you wish to make. We recommend that upload speeds of at least 128kb be available for good call quality. You can test your Internet connection by using an Broadband Speedtest.

    If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
    If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

    You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

  • What speed internet connection do I need to use MOVOX?

    This will vary depending on how many concurrent telephone calls you wish to make. We recommend 512/128k or greater Broadband connection for best results. 

    You can test your Internet connection by using a broadband Speed test here  Speed Test.

    If your MOVOX phone service uses the same Broadband connection as your general Internet access, keep in mind that applications using a lot of bandwidth (such as video streaming and peer-to-peer file sharing) can degrade your call quality regardless of your internet speed. If your modem/router supports Quality of Service (QoS), you should enable this and apply rules to prioritise IP phone calls. You should also disable the SIP “ALG” setting. Please refer to your modem/router user guide for instructions on how to do this.

    You may also consider a separate dedicated broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls. 

     

  • What third-party hardware do you support?

    We have setup guides to enable you to use some common third-party ATAs and VoIP routers on MOVOX. Our Customer Care centre is happy to try and get your hardware going however, you may need to contact the manufacturer for further support.

  • Does my mobile number change when using the mobile softphone application?

    No. Your mobile number remains the same; however, when using the MOVOX mobile softphone application to make calls from your mobile your caller ID will be your MOVOX extension number.

  • Do I have to change mobile provider to use the mobile softphone application?

    No. You keep your mobile phone service with your current mobile phone provider.

  • Can I use MOVOX’s Business VoIP service with a dial-up connection?

    No, you need to have a MOVOX Broadband On-Net service to use MOVOX Business VoIP.

  • Can anyone call my MOVOX phone number?

    Yes, anyone can call you on your MOVOX number.

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