Q. How can I test my upload/download speed?

A. Performing a speed test. The upload speed refers to the speed of the information being pushed out from you to somewhere else and the download speed refers to the information being pulled from somewhere else to you. By going to DSLreports.com/Tools or Speakeasy.net to perform a speed test (without the device plugged in), you will be able to gauge whether you need to increase your internet speed levels.

The following devices carry the following speeds:

    ATA - 156 kbps

    *OJO Videophone - 150 kbps

    *Wooksung Videophone - 512 kbps

*The video bandwidth can be changed in the settings by the Codec but will result in the decreased quality of the video.

Q. I am unable to make or receive calls, why?

A. Most likely this is because there has been an interruption in the connection due to the account not being registered, a change on your account, power outage, or firmware update.

    a. Power or cycle up every device one at a time as they appear closest to the Cable/DSL modem.

    b. Depending on the device, you will receive or see different signals letting you know if you had success or failure. Refer to your user guide supplied to you when the device was shipped to you.

    c. If you have a Wooksung or OJO videophone, you may need to reconfigure the device. Refer to the Manual Configuration directions enclosed with your device.

Q. Can I use multiple phones with your service?

A. Yes. There are two ways to plug in multiple extensions to your Intelliverse ATA:

    a. Purchase a multiple-extension jack connector, and connect it to the phone port of the Intelliverse ATA. This will allow you to have multiple phones on a single line.

    b. Use a cordless phone system that comes with a base unit and extra handsets. The base unit of the cordless telephone directly plugs into the Intelliverse ATA. All the handsets associated with the base unit can be placed anywhere in your house and can utilize Intelliverse.

Q. I am receiving inconsistent voice and video quality on my device, why?

A. This may be an issue with your bandwidth. The bandwidth kbps of the Wooksung videophone is 512 kbps (both upload and download), the bandwidth of OJO video phone is 150 kbps. If the bandwidth levels purchased from your ISP are minimal, data packet loss, dropped calls, and choppy transmission of voice and data with occur.

Possible Resolutions:

• Performing a speed test. The upload speed refers to the speed of the information being pushed out to your recipient and the download speed refers to the information being pulled from your caller to you. By going to DSLreports.com/Tools or Speakeasy.net to perform a speed test (without the device plugged in), you will be able to gauge whether you need to increase your speed levels.
  
• If it is determined that the your upload and/or download speed will not support transmission of video calls using this device (in this case, the other caller seems to be having download speed issues as they cannot pull the information coming from you), you may need to contact your ISP to get an increase in your speed level.
  
• Reboot/Repower all of your devices (Wooksung device, any routers and cable / DSL modems) according to how they appear closest to the ISP.
  
• Ensure no large downloads are running while you are using the phone. This can use up a lot of your bandwidth.
  

Q. When can I expect to receive my device?

A. If ordered before 2:00 pm EST, the unit is sent out the same day via Ground which should arrive within 5 days of the requested order. An email is sent to you including the tracking number where you can trace your order by going to the shipper's website and entering in the tracking number. You will be emailed the tracking data upon shipment.