FAQs

Frequently asked questions

Find out the answers to some of the questions people ask most often.

Pre-sales questions

Our VoIP phone system can work with virtually any phone out there - however, we will gladly quote you new phones if there is reason to replace them.
Not at all! Our service is month-to-month, but you may sign a 1-year contract if this is preferred or required.
Typically, our answer is "Yes" but there is a basic rule: Your upload speed must be greater than 2Mbps. Consistent connections are preferred (T1, Coaxial, or Fiber). Functionality/call quality can be limited on DSL, due to the inherent inconsistency of DSL connections.

To test your internet connection, use this tool: http://qos.bluip.io/api/qos/
A soft phone application is considered a convenient "nice-to-have" that should not be depended on, especially for business. It's highly recommended that your business has real desk phones, which work in tandem with our mobile app.

Technology Questions

eFax works just like a normal fax machine, but instead, the fax machine is just an online web portal. When you receive a fax, it will be saved in your eFax portal, and it will be emailed to you as a PDF file.
HIPAA is a medical compliance structure that requires our eFax services to be encrypted from upload to transmission across phone lines. Our eFax system uses SHA-512 2048-bit encryption certificates, which far exceed HIPAA regulations.

In addition, our actual phone lines (handsets, fax lines, etc.) are also encrypted using the same bank-level encryption system.

Technical Problems/Support

Our phone system is tied directly to the nation-wide telephone network, so the only way for a call to have low quality is if your internet connection is doing something strange.

Restarting your router and your modem can usually clear up networking issues. If the problem continues, we suggest that you call your Internet carrier and ask them to run a test on your line.

You may also have a SIP ALG enabled on your router/modem. Please see "What is a SIP ALG?" below for more information.
If your internet or network connection exhibits a sudden fluctuation, it can cause the phone(s) to disconnect from the server. They will typically reconnect automatically, but this process can take a few seconds or minutes. If you try to dial out when the phone is not talking with our servers, it will give you the "Direct IP Calls Disabled" error, or something similar.

To resolve this error, make sure your office/home has internet. Then, reboot the phone by unplugging the power cord and plugging it back in. If none of your computers have internet access, then the issue lies with your internet carrier.
This is a security measure to protect you, and to protect our servers. You can obtain the international dialing PIN by contacting us.
Reboot your phone by unplugging the power cable, and plugging it back in. Rebooting typically fixes all issues.
A SIP ALG, or SIP Application Layer Gateway, is a program that runs on your router or modem (or both!) that re-writes the network packets that flow between your phones and our servers. You must disable this feature to expect VoIP to function properly. If you do not know how, we will gladly help you disable your SIP ALG.

If your router/modem has a SIP ALG enabled, PrimeVOX Communications is not responsible for dropped or missed calls - SIP ALGs do tons of damage to VoIP, so if you do not heed our requirement to disable it, we cannot guarantee anything will function properly.

Billing and Accounting

All telecommunications service providers must contribute to the federal Universal Service Fund, which allows those living in rural and high-cost areas, income-eligible consumers, rural health care facilities, and schools and libraries to access to telecommunications services at reasonable rates through programs and initiatives such as the Connect America Fund, Lifeline and E-rate.

A "Universal Service" line item may appear on your telephone bill when your service provider chooses to recover USF contributions from you, the customer. The FCC does not require this charge to be passed on to you, but service providers are allowed to do so. These charges usually appear as a percentage of your phone bill. Companies cannot collect an amount that exceeds the percentage of their contribution to the USF. They also cannot collect any fees from someone who is a Lifeline beneficiary.

The USF Federal Recovery Fee is present on your monthly bill, and changes quarterly. This is why your bill will slightly fluctuate every 3 months. Please see our Federal USF page for the current percentage rate.

For more information, see the FCC: Understanding Your Phone Bill
All of our invoices are marked Net 15, which means we expect payment within 15 days. However, if an invoice is not paid within 30 days, you could be subject to late fees and disconnection of service.
You can reach Billing at admin@primevox.net or 972-600-1150 ext. 402
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