Technical Support

WHAT IS VOIP?

VoIP stands for Voice over Internet Protocol.

IS MY NETWORK VOIP-READY? HOW MUCH BANDWIDTH DO I NEED?

VoIP calls typically require 24 kbps to 90 kbps of bandwidth (200 kbps is ideal), but video calls and conferences can require 3 to 20 times more bandwidth. As you plan your network, calculate how many simultaneous calls your organization expects to have at any given time and multiply those calls by 200 kbps.

Our average customer has approximately 10% of the organization over the phone at any given time. As an example, if you have 20 employees and anticipate 2 simultaneous calls at any given time, the network would ideally have 2 * 200 kbps, or 400 kbps of bandwidth dedicated to VoIP calls. Keep in mind that if your company uses your network a lot for bandwidth-intensive activities, such as video streaming, you should also consider that traffic. A QoS device is not required; we simply suggest your account for your bandwidth needs.

This VoIP test is a general approximation of the quality of your VoIP connection. It does not test for any active issues with your router that affect the quality of your connection.

Firewalls can complicate communications over a VoIP network. Firewalls sometimes perform Network Address Translation (NAT), a process that Connect3 already handles with a "server-side" solution. We do not recommend disabling NAT cross-cutting technologies due to security issues. But multiple NAT, SIP ALGs, SIP helpers and any process that inspects packets can alter the quality of your call. We also do not recommend protecting traffic by port range, but we do recommend that users open the router to our IP blocks only for UDP traffic, as the port for each audio call will vary.

CAN I KEEP MY CURRENT PHONE NUMBER?

Yes, you can always keep your current phone number by completing a transfer document that will be provided to you. The portability process can take 10 to 30 days to complete depending on your previous provider.

WHICH TYPE OF PHONE SHOULD I USE WITH CONNECT3?

Connect3 is a "Bring-Your-Own-Device" service, which means that any standard SIP phone will work with our service. And unlike some VoIP providers, we don't block phones with proprietary software. Connect3 can also help you learn about VoIP phone reviews, phone promotions, and how to purchase new phones.

HOW MANY SIMULTANEOUS CALLS WILL MY CONNECT3 PHONE NUMBER SUPPORT?

All phone numbers you receive from us (both local/international and toll-free) support unlimited simultaneous calls.

You'll find that this is in stark contrast to competition services that advertise "unlimited incoming calls" but restrict your numbers to one call at a time. With Connect3, your customers will never hear a busy signal.

CAN I GET A NEW PHONE NUMBER?

Yes, we have phone numbers available for Puerto Rico, the United States and internationally. We also offer Toll-Free and Vanity numbers.

Billing Support

ARE THERE ANY CONTRACTS TO SIGN OR LONG-TERM COMMITMENTS?

No, there are no contracts of any kind. Our service is month to month and you can cancel the service at any time without penalty.

WHAT ARE THE ACCEPTED PAYMENT METHODS?

You can pay your bill by check, bank transfer, PayPal, credit card and "ATH Movil".

for more information or to get technical assistance, visit our help center

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