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Frequentley Asked Questions FAQYou want to know more about VoIP and NBN or have a question about our products, services or pricing?

We have collected the answers to frequently asked questions and hope that your question will be answered here. However, If you cannot find the information you are after or have further questions - please contact us.



Cans on a String What infrastructure do I need?
    
You will need Cat5e or Cat6 cabling to all places where you want a phone. If you already have an outlet for
     a computer, this can be used for both computer and phone.

     Also, you will need a power outlet where you want to have a phone. If that is not possible, you will require
     a Power over Ethernet (PoE) injector, which we can supply. Please check our Equipment section
     for details and pricing.

Cans on a String Can I keep my existing number(s)?
    
Yes, you can keep your existing number(s). You can request to have the numbers you want to keep
     ported to our service. Please check our Porting Authority Form for details and pricing.

Cans on a String Can I cancel my traditional (PSTN/ISDN) lines?
    
You will need to keep at least 1 x traditional (PSTN) line with the hosted phone system. Key reasons for this
     are:
     1. Your business grade broadband needs a PSTN line to be linked to
     2. In case of power or Internet outages, this line will allow you to call emergency services if required.
     We recommend you retain a traditional (analogue) telephone for this purpose.
     3. If you have back-to-base security alarm
       
     You may also want to keep one or more traditional lines for fax, EFTPOS, etc. or you can use a converter to
     connect analogue devices as extensions to your hosted phone system. Please check our Equipment
     section for details and pricing. Please contact us to find out the best option to connect these devices.


Cans on a String
Which Internet plan do I need?
    
We strongly recommend dedicated business grade ADSL2+ with a static IP address if you want to
     make 2-4 concurrent calls. This plan can be with any provider of your choice.

     If you are not sure whether your current broadband is suitable or if your plan provides you with a static
     IP address, please contact us.
    
     If you want to make more than 4 concurrent calls, please contact us to discuss your requirements. We can
     help you find the best and most cost effective solution!


Cans on a String Can I connect fax, EFTPOS or existing (analogue) phones to my hosted phone system?
    
Yes, you can connect analogue devices like fax, EFTPOS or analogue deskphones and cordless phones to
     the hosted phone system. However, you will need a converter to connect them as extensions to your
     hosted phone system. Please check our Equipment section for details and pricing. Please contact us
     to find out the best option to connect these devices.

    Please note that these devices, if connected to the hosted phone system, will be extensions of the phone
    system which will incur a monthly fee. Please see Plans & Prices for pricing.


Cans on a String Can I keep my existing internet router/modem?
    
Yes, you can keep your existing internet router/modem if it supports the requirements of the hosted phone
     system. Please contact us to check if your router is suitable for the Cans on a String hosted phone
     system.

     If you do not have a router/modem or if your current equipment is not suitable for the hosted phone system,
     please check our Equipment section for details and pricing.


Cans on a String Can I use my own equipment?
    
1. You can use your own router.

     2. You can also use your own analogue devices (fax, EFTPOS, cordless phones, analogue desk phones) as
     extensions of your phone system. However, you will need a converter to connect them as extensions to
     your hosted phone system. Please check our Equipment section for details and pricing. Please contact us
     to find out the best option to connect these devices.
     Please note that these devices, if connected to the hosted phone system, will be extensions of the phone
     system which will incur a monthly fee. Please see Plans & Prices for pricing.

     3. IP Phones cannot be added on a BYO basis and you need to purchase or rent them from Cans on a
     String. We want to ensure that your equipment is configured to your specifications and works correctly
     with our service. We also provide full service and onsite maintenance for the equipment
     we provide.

Cans on a String What is a hosted phone system?
    
Cans on a String hosted phone system is a full featured Private Automatic Branch Exchange (PABX) that
     is located in the Cans on a String data centre. The telephone handsets at your site communicate back
     to the hosted phone system over the Internet.

     This allows a great deal of flexibility for your business. For example, it allows you to take advantage of
     great call rates, lets your staff be highly mobile, or, if your business is in multiple locations it can provide
     seamless (and free!) calling and call flows amongst your sites.

     There is no need for a traditional phone system "box" on your premises anymore. You only need phones
     and a router in your office (or offices) which connect to the Cans on a String service.

     If you are interested in the technical details, please contact us.


Cans on a String
Will the Cans on a String phone system provide the same functionality as a traditional
     phone system?
    
Yes, your Cans on a  String hosted phone system can provide all functions that you expect from a
     business grade traditional phone system. Many of them are included in our plans.
     Please check Features & Benefits for details. If you are interested in a functionality that is not listed
     there, please contact us for a quote.

Cans on a String What do I need to do to get a Cans on a String hosted phone system?
     Please contact us anytime. We are here for you and you don't have to know exactly what you need.
     We will meet with you and conduct a site inspection to determine what you need and if your location is
     ready for our service.

                            Based on the information gathered, we will prepare a detailed quote for you and if you decide
     to go ahe
We take care of it for youad, we will organise everything for you, including setup of the phones, training and
     post cutover support. 
    

     So just lean back and let us to do the work


Cans on a String
What happens if I have a power failure in my office?
    
Your phones need power and internet, just as your computers do. If you have a power outage
     your phones will not work. To cover short periods of approximately 1 hour, you can set up a battery
     backup (Uninterrupted Power Supply, UPS) for your router and use Single Port PoE Power Supplies
     for your phones. We can supply these and we will set them up for you.

     Please contact us to find the right size UPS for your needs.

Cans on a String Which functions and features are included with the Cans on a String hosted phone system?
    
Depending on the plan you choose, different functions and features will be included. Please check 
     Plans & Prices for pricing and contact us if you have any questions.

Cans on a String Is broadband Internet included in my hosted phone system?
    
No, you will need a business grade broadband Internet plan for the hosted phone system to work.
    

Cans on a String What happens if I have issues with any equipment provided by Cans on a String?
    
Your Cans on a String hosted phone system plan includes onsite maintenance for all equipment provided
     by us. If you encounter any issues or even if you just have a questions, please contact us and we will
     take care of it.

     Maintenance includes replacement of faulty parts, so you will not need to pay for parts or labour in case
     of problems with the equipment. Please note that headsets are excluded from maintenance support.

     Please check our terms & conditions for details.

Cans on a String What do I have to pay upfront?
    
Prices for setup depend on the plan you choose, number of extensions, number of concurrent calls, number
     of Direct in-Dials (DID) and any equipment you purchase from us. Please check Plans & Prices for pricing
     and contact us if you have any questions.

Cans on a String What will I have to pay monthly?
    
Monthly fixed charges depend on the plan you choose, number of extensions, number of concurrent calls,
     number of Direct in-Dials (DID) and any equipment you purchase or rent from us. Please check 
     Plans & Prices for pricing and contact us if you have any questions.

     In addition you will be invoiced for calls made. Please check Plans & Prices for call charges. Depending on
     the plan you choose, some calls may be included in your fixed monthly fee.
     Please also see Critical Information Summaries for key pricing information.