kmoo - FAQ

FAQs

These FAQ’s are updated on a regular basis and should be read in conjunction with our Definitions, which are also on the website. They represent the latest feed-back from our customers. If you need more specific information you can always call kmoo customer care or email us. Enjoy!

General FAQs

Is the kmoo service easy to install?
Absolutely, however if you have trouble kmoo Customer Care is more than happy to help you. You can contact us on 1300 786 682 or at support@kmoo.com.au

Do I need to keep my existing phone line?
Yes, you will need to keep your existing phone line if that's the line that provides your broadband connection. However if you have Cable, you won't need your existing phone line internet to operate kmoo as the kmoo service will operate over your cable internet. Please clarify this with your provider if you are unsure.

Emergency Service Numbers
We strongly recommend that you keep a traditional telephone service to ensure your ability to contact emergency service numbers. Your kmoo service is dependent on power and your broadband ISP functioning. Please see our Terms and Conditions for Emergency Services - 000 Dialling

Do the people I'm calling need to have a kmoo service?
No, you can call almost anyone from your kmoo service, including mobile phones, landlines or another kmoo service. Calls between kmoo customers are FREE anywhere in the world.

Do I need a computer to use the kmoo service?
That depends on what kmoo service you are using. kmoo currently offers three different ways to connect to our service. If you are using a telephone adapter to connect your fixed line then you don't need a computer. If you are using a Softphone or WebDialler you will need a computer. Regardless of which way you chose to connect, all account management, including invoicing is done via our website.

Can I call any number from my kmoo service?
No, there are certain numbers we cannot connect you to. These include (but are not limited to) carrier specific numbers, 12456 Directory Connect and premium service (1900) numbers.

What do I need to do differently when I want to make a call?
Nothing at all! Your kmoo service works exactly the same way as your normal phone service with many more features at a much lower cost!

Will the quality of the connection be as good as my current service?
Yes. There may be a slight variation depending on your broadband speed and usage. In some cases, particularly for calls between kmoo customers, quality may be better than using a fixed telephone line.

If the kmoo service is so good, why aren't traditional telephone companies offering it?
It is well known that traditional phone companies are slow to adopt new technologies. However, the rapid adoption of VoIP technology worldwide is set to revolutionise communications within the next few years. Why not beat the rush and start saving now?

What is the current take up of VoIP technology?
Businesses have been using VoIP for many years. VoIP technology at a consumer/retail level is rapidly becoming more popular. For regular updates on what's going on, see the News and Information section of our website.

How is the kmoo service different from my current telephone service?
kmoo uses broadband internet connections to give you low cost calls worldwide - local, national and international. You simply require a broadband internet connection to utilise the kmoo service. For more information see the Ways To Connect section of our website.

Can anyone order the kmoo service?
kmoo is available to anyone with a broadband internet service.

What type of telephone can I use?
If you are using a fixed line service you can use the same handset that you use for your current telephone service (including cordless handsets). If you are using a Softphone or WebDialler, for the best quality experience, we recommend either a microphone and speakers or a headset.

Can I cancel anytime?
Yes you can. Your agreement will automatically renew on a monthly basis, unless you give kmoo written notice at least ten (10) days prior to the end of the monthly term. Please refer to kmoo's Terms and Conditions - Duration of Service for further details.

Will my phone number be listed in the phone book?
kmoo will automatically list your number with White Pages; however you can contact kmoo customer care if you would prefer your number is unlisted.

Can I talk on the phone and use my computer at the same time?
Yes, your kmoo service will work while you are accessing the internet. Your voice quality may be affected if you are downloading large files at the same time as using the kmoo service. We recommend that you download large files during times you are not using the kmoo service.

Installation FAQs

How do I know if I have a broadband connection?
If the Internet is constantly connected, you have broadband. If you are unsure, contact your Internet Service Provider.

Where do I get my username and password?
When you join kmoo, you nominate a username and password. A Welcome Email is sent to you confirming these details. Please contact kmoo customer care if you need further assistance.

Can I change my username and password?
You can change your password at any time, via My kmoo. From www.kmoo.com.au log into my kmoo and click 'Change password'. Your username is your nominated email address.

When can I make my first phone call?
If you are using a fixed line your kmoo service is ready to use immediately after installing and activating your Phone Adaptor. If you are using the Softphone you can begin making calls once you have downloaded and registered a username and password. The Webdialler is only available to existing customers, once they log-in to the website in the normal way. It is that simple!

What happens if I experience a power failure?
Like your computer, VoIP needs power. Once the power returns you might need to re-boot your modem and telephone adapter. To do this you just unplug the power cable for about 5 seconds and then plug it back in. In the meantime, you might chose to make calls with an alternative source such as a mobile phone.

What happens if my broadband connection goes down?
Your kmoo phone service will not work unless your broadband connection is active. Contact your Internet Service Provider to solve the problem.

What happens if I don't have a dial tone?
Check that all cords are plugged in correctly and ensure you're connected to the Internet. Contact kmoo customer care if the problem persists.

How do I set up Voicemail?
Dial 1212 from within the kmoo network to record your greetings. To change your voicemail settings, visit the kmoo website, login and click on the Voicemail tab.

Do I need to enter additional numbers or special dialling codes to use the kmoo service?
No, simply dial any telephone number as normal.

Technical FAQs

My line has a lot of static when I'm talking on the phone. Can this be fixed?
Your broadband connection may influence the quality of your calls. Try to avoid large downloads when speaking on the phone. Contact kmoo if this does not resolve the problem.

I can't seem to call a particular number? Why?
There are certain numbers that you can not reach. These include (but are not limited to) 12456 Directory Connect, carrier specific numbers and premium services numbers (such as 1900). Please contact kmoo customer care if the problem persists.

What can I do if the other person can't hear me while I am talking?
Your broadband connection may influence the quality of your calls. Try to avoid large downloads when speaking on the phone. Please contact kmoo customer care if the problem. Please contact kmoo if the problem persists.

If I retain my existing service and add the kmoo service, will my phone bills actually
be more expensive?
The only charge you should incur on your existing service is the line rental charge as all of your calls can be made using the kmoo service. Some customers choose to keep their existing phone number for incoming calls and make all out-going calls using their kmoo service.

How long after join will I be connected?
If you order a Phone Adaptor, within 48 hours of signing up. Installation will take only a few minutes and you can start making calls immediately. If you only download a Softphone, within minutes you are ready to go!

Billing FAQs

How will kmoo bill me?
Your paid and current invoices can be viewed online, anytime. Your bill is automatically charged to the credit card or direct debit you provided when you signed up with kmoo. You can always view your current and past invoices online.

How is the kmoo billing cycle date determined?
kmoo has four billing cycles on the 7th, 14th, 21st and 28th of each month. When you join kmoo you will belong to the next billing cycle of that month. For example, if you join kmoo on the 16th of the month your billing cycle will belong to the 21st bill cycle. Please refer to kmoo's Terms & Conditions for full details.

Do I get charged for incoming calls?
No you don't. Like a fixed line telephone service, any incoming call is free!

How do I view my bills online?
To view and print your bills, visit www.kmoo.com.au and login to My Profile with your username and password.

I can't remember my username/password. What do I do?
Go to www.kmoo.com.au and click on 'Lost password?'. You will be sent an email containing your password.

Pre-Paid FAQs

Pre-pay - National

Is there a limit to the number of calls that can be made interstate?
No limit as such. In effect, the first 250 calls are 30% cheaper, thereafter at our standard Call Rates.

What rate will I be charged for calling Overseas?
Depends on which country you call, see our standard Call Rates.

How many months do I have to sign up for?
One month only. Your agreement will automatically renew on a monthly basis, unless you give kmoo written notice at least ten (10) days prior to the end of the monthly term. Please refer to kmoo's Terms and Conditions - Duration of Service for further details.

Can you guarantee the security of my credit card details?
kmoo has diligently conformed to internet banking standards and regulations.

How do I know when I've reached my $25 of included calls?
You can log into my profile from kmoo's homepage to view your current call limits.

Pre-pay - International

How do I know when I've reached my $25 of included calls?
You can log into my profile from kmoo's homepage to view your current call limits.

Pre-pay - Cap

Can you guarantee the security of my credit card details?
kmoo has diligently conformed to internet banking standards and regulations.

Can I change my plan at any time?
Yes. However, your Agreement will automatically renew on a monthly basis without further action by you, unless you give kmoo written notice at least ten (10) days prior to the end of the monthly term.

How do I know when I've reached my $25 of included calls?
You can log into my profile from kmoo's homepage to view your current call limits.

SoftPhone FAQs

What is a SoftPhone?
A SoftPhone is a software program that turns your computer into a telephone and connects to the Torp VoIP network via a broadband connection. The SoftPhone can be used to call other SoftPhones, landlines and mobiles worldwide.

What are the minimum requirements for using the SoftPhone?
You will need a PC with Windows 98 or a Mac with OSX, as well as a 256K broadband connection to be able to install and use your SoftPhone. We recommend that you have Windows 2000 or XP, or Mac OSX and a 512K broadband connection. Your computer must also have speakers and a microphone, or you must own a headset.

Will downloading the SoftPhone affect my computer's uploads and download capability?
As the SoftPhone file size is 6.5MB, installing it will affect those customers who are not on an unlimited downloads plan.

Does the SoftPhone come with a standard telephone number?
When you register with kmoo, you will get a virtual number for your SoftPhone and WebDialler, which can be used to make and receive calls from anyone else who has a SoftPhone. You will be given a standard telephone number if you decide to go on one or our great value plans.

Can I still call my friend if they don't have a computer?
If you are using the SoftPhone without a SoftPhone plan, yes the person you're calling will need to have a computer, with speakers and a microphone or a headset. However, if you are on a kmoo plan, you can call anyone in the world and they don't need to have a computer to receive your call.

Do I need to do anything differently when I want to make a call?
Nothing at all! Your kmoo phone service works exactly the same way as your normal phone service with many more features at a much lower cost! If you are using our Softphone or Web Dialler services you will need to enter the virtual number via the software provided. For a greater experience we also recommend you use a headset and microphone for a crisper call.

Can I call fixed telephone lines?
If you haven't got a SoftPhone plan you can only call other SoftPhone users using your virtual number. Yes you can call fixed telephone lines if you have a kmoo plan.

Can other people call me from their fixed line?
Yes, other people can call your SoftPhone with your kmoo phone number provided you are on a kmoo plan.

Will the quality of the connection be as good as my current service?
Yes, however there may be a slight variation depending on your broadband speed and usage.

Can I have a three way conversation with other kmoo SoftPhone users?
Yes. The kmoo SoftPhone has a conference call feature which means you can talk with two other SoftPhone users at the same time (what about non-kmoo people?)

How do I sign up for a kmoo plan?
Just click here to view kmoo's different plan types and then sign up for one of three great value plans.

What call rates will I'll be charged on a kmoo Plan?
Click here to view kmoo's standard low call rates.

Do I have to dial 0 before I dial the number?
No. All you need to do is dial the number like you would with your normal telephone

Can I ring emergency numbers using my kmoo SoftPhone?
For customers on a plan, kmoo does offer access to 000 dialling service in Australia. When you dial 000, your call is routed from the kmoo network to 000 Emergency Services, however please be aware that your name and address details will not be available to the emergency service operator, therefore kmoo does not recommend you use your SoftPhone to call these numbers.

Can I ring 13, 1300 and 0800 numbers using my kmoo SoftPhone?
You can dial these numbers using your SoftPhone, however problems may be experienced when routing the call to your local provider. Once again, kmoo does not recommend you use your SoftPhone to call these numbers.

I lost my login password, what should I do?
Please visit our web site at http://www.kmoo.com.au and click the "Forgot it?" link in the top right-hand corner. You will then need to enter your sign-up email address and a new password will be emailed to you.

How much bandwidth does the SoftPhone use?
SoftPhone calls use as little as 8kps (8 kilobits per second). Realistically, a 1 minute SoftPhone call averages about 1MB (1 megabyte) of inbound data (download) per minute. We equate it to being on par with receiving an email with a picture attachment.

I have downloaded the SoftPhone but cannot install it, what should I do?
There are only a 2 things that can stop you installing the SoftPhone. The main one is you don't have the access rights to install software on your computer. You may need to be logged in as an Administrator to overcome this. If you are unsure of what this means please contact your Computer Administrator. The other reason is you may have run out of room on your computer's hard drive. If so please free up some space and try again.

I've installed the SoftPhone but cannot make a call, what should I do?
The first thing to check is if you have a Personal Firewall installed on your computer. Windows XP has one as standard. When you install new software your Personal Firewall will ask you if you want to allow the kmoo SoftPhone to access the internet. Please allow this to happen. If you don't have a firewall and you can't make any calls please contact kmoo Customer Care on 1300 786 682 and we will be more than happy to help.

I have called my friend, but they cannot hear me, what should I do?
Check to make sure you have your microphone plugged in correctly and the volume is right.
You may also want to check if you have the "Mute" button checked. This is on the SoftPhone.

WebDialler FAQs

What is a WebDialler?
A WebDialler is your own personal telephone service which you can access from any computer that allows you to make and receive phone calls. It requires an Active X control key that downloads onto the PC you are using at the time. (Note: the Active X controls only work on PCs within the Internet Explorer web browser). When you register with kmoo you automatically get access to your new WebDialler via My Profile. Simply login to My Profile and you'll see your new WebDialler!

What are the minimum requirements for using the WebDialler?
You will need a PC with Windows 98, as well as a 256K broadband connection to be able to use your WebDialler. We recommend that you have Windows 2000 or XP and a 512K broadband connection. Your computer must also have speakers and a microphone, or you must own a headset in order to use the WebDialler. Note: the WedDialer is only compatible with Windows and Internet Explorer version 5 and above.

Does the WebDialler come with a standard telephone number?
When you register with kmoo, you will get a virtual number for your SoftPhone and your WebDialler, which can be used to make and receive calls from anyone else who has a WebDialler. You will be given a standard telephone number if you decide to go on one or our great value plans.

Can I ring emergency numbers using my kmoo WebDialler?
For customers on a plan, kmoo does offer access to 000 dialling service in Australia. When you dial 000, your call is routed from the kmoo network to 000 Emergency Services, however please be aware that your name and address details will not be available to the emergency service operator, therefore kmoo does not recommend you use your WebDialler to call these numbers.

Do I need to always use the same computer to use my WebDialler?
Not at all! The benefit of your WebDialler is that you can login to your WebDialler on any computer (provided that computer is able to download the Active X control key) via My Profile.