Do you support DIRECTV® and TiVo®?

Do you support Security and Medical emergency systems?

If I don't have E911 service in my area, can I still have VoIP?

I have a Wooksung phone and my son has a Wooksung videophone. I can see him clearly, but he cannot see me. Why is this happening?

How long does it take to receive my equipment?

I haven't received my shipment and it has been longer than two days.

If my order is on backorder, when will it ship?

I don't hear a dial tone on my ATA. What should I do?

I cannot make or receive phone calls from my VoIP service line. What should I do?

I keep getting an error message on my Wooksung phone "Enter server IP address"

I keep getting an error message on my Wooksung phone "Server settings failed"

Q. Do you support DIRECTV® and TiVo®?

A. Not at this time.

Q. Do you support Security and Medical emergency systems?

A. Not at this time.

Q. If I don't have E911 service in my area, can I still have VoIP?

A. Yes. The alternate route is PSAP911 in areas where E911 is not supported. The difference is that with E911, you as the user register your address wherever you and your adapter are so that the local police station can identify where you are. In an emergency, those areas with E911 will automatically direct emergency support to the location registered. However, with PSAP911, you have to communicate verbally where you are in the case of an emergency as there is no automatic connection to the emergency support.

Q. I have a Wooksung phone and my son has a Wooksung videophone. I can see him clearly, but he cannot see me. Why is this happening?

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 256 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 you to your son and the download speed refers to the information being pulled from your son 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, your son 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. How long does it take to receive my equipment?

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.

Q. I haven't received my shipment and it has been longer than two days.

A. If you were provided a tracking number, you should go to the shipper's website and enter your tracking number. It will provide you the current status. If you have not received an email with the tracking number, it is likely that your order is on a backorder.

Q. If my order is on backorder, when will it ship?

A. With our current volume of backorders, we have been running up to two weeks (as of 02/2006). You will be emailed the tracking data upon shipment.

Q. I don't hear a dial tone on my ATA. What should I do?

A. Make sure that the analog telephone is plugged into the appropriate port, Port 1. Disconnect and re-connect the RJ-11 telephone cable between the ATA and telephone. Reset your ATA by pressing the button on the back of the device.

Q. I cannot make or receive phone calls from my VoIP service line. What should I do?

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.

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

• 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.

• 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. I keep getting an error message on my Wooksung phone "Enter server IP address"

A. This is most likely an error due to the device not being able to send and receive the correct user information to the Intelliverse Proxy server.

• Power off and on the device (allow for the telephone to be off 10-15 seconds)
   This step may need to be repeated several times

• Follow Manual Configuration steps if necessary as enclosed with your device

• Power off and on the device (allow for the telephone to be off 10-15 seconds)
   This step may need to be repeated several times

• Do a factory reset (see Factory Reset directions on device)

Q. I keep getting an error message on my Wooksung phone "Server settings failed"

A. This is most likely an error due to the connections that you have tied to your Wooksung device

• Make certain that all connections are correct

• Make certain the device is connected properly

• Refer to Belkin router configuration if need be

• Power off and on the device (allow for the telephone to be off 10-15 seconds)
  This step may need to be repeated several times

• Repeat Manual Configuration steps if necessary

• Do a factory reset (see Factory Reset directions on device)