The Federal Communications Commission (FCC) provides the following information
regarding Voice over Internet Protocol (VoIP). For the latest information, go to
the fcc.gov website.
Voice Over Internet Protocol (VoIP)
FCC Consumer Facts
Background
Voice over Internet Protocol (VoIP) is a technology for communicating using "Internet
protocol" instead of traditional analog systems. Some VoIP services need only a
regular phone connection, while others allow you to make telephone calls using an
Internet connection instead. Some VoIP services may allow you only to call other
people using the same service, but others may allow you to call any telephone number
- including local, long distance, wireless, and international numbers.
How VoIP Works
VoIP converts the voice signal from your telephone into a digital signal that
can travel over the Internet. If you are calling a regular telephone number, the
signal is then converted back at the other end. Depending on the type of VoIP service,
you can make a VoIP call from a computer, a special VoIP phone, or a traditional
phone with or without an adapter. In addition, new wireless "hot spots" in public
locations such as airports, parks, and cafes allow you to connect to the Internet,
and may enable you to use VoIP service wirelessly. If your VoIP service provider
assigns you a regular telephone number, then you can receive calls from regular
telephones that don't need special equipment, and most likely you'll be able to
dial just as you always have.
Here is one example of how VoIP service works:
What Kind of Equipment Do I Need?
You may need an Internet connection, and, for many types of VoIP calls, you need
a broadband Internet connection. For information on broadband Internet connections,
visit www.fcc.gov/cgb/broadband.html.
Depending on the VoIP service you purchase, you may need a computer, a special
VoIP telephone, or a regular telephone with an adapter. If you are calling a regular
telephone number, the person you are calling does not need any special equipment,
just a telephone.
How Do I Use My VoIP Service?
If you use a VoIP telephone or regular telephone, you place and receive calls
much like you do with regular telephone service. If you use VoIP with your computer,
a telephone icon usually appears on your computer screen. Clicking the icon allows
you to dial numbers from a pad, or dial a call by clicking on a contact's pre-programmed
name and number. You will then hear a ring just like any other call. Computer-based
VoIP services have a variety of ways for notifying you that you have an incoming
call.
What Are Some Advantages of VoIP?
VoIP may offer features and services that are not available with more traditional
telephone services. If you use VoIP, you can decide whether to pay the cost of keeping
your regular telephone service. You can also use your computer and VoIP service
at the same time. You can also take some VoIP services with you when you travel
and use them via an Internet connection.
Are There Special Considerations for Using VoIP?
If you're considering replacing your traditional telephone service with VoIP,
be aware that:
Some VoIP service providers may have limitations to their 911 service. For more
information on VoIP and 911 services, visit the FCC's VoIP 911 consumer advisory
webpage at https://www.fcc.gov/consumers/guides/voip-and-911-service.
Some VoIP services don't work during power outages and the service provider may
not offer backup power.
VoIP providers may or may not offer directory assistance/white page listings.
These factors may change with new developments in VoIP technology. You should
always check with potential VoIP service providers to confirm any limitations to
their service, including 911 service.
With VoIP, Is There a Difference Between Making a Local Call and a Long Distance
Call?
Some VoIP providers do not charge for calls to other subscribers to the service.
Some VoIP providers charge for a long distance call to a number outside your calling
area, similar to existing, traditional wireline telephone service. Other VoIP providers
permit you to call anywhere at a flat rate for a fixed number of minutes. Your VoIP
provider may permit you to select an area code for your VoIP service that is different
from the area code in which you live. Calls within your VoIP area code may not be
billed as long distance calls. People calling your VoIP area code from another area
code, however, may incur long distance charges.
Does the FCC Regulate VoIP?
The FCC has worked to create an environment promoting competition and innovation
to benefit consumers and, where necessary, has acted to ensure that VoIP providers
comply with important public safety requirements and public policy goals.
For example, due to reports that some VoIP subscribers were unable to access
911 emergency services, in June 2005 the FCC imposed 911 obligations on providers
of “interconnected” VoIP services – VoIP services that allow users generally to
make calls to and receive calls from the regular telephone network. (You should
know, however, that 911 calls using VoIP are handled differently than 911 calls
using your regular telephone service. Please see the FCC's consumer advisory on
VoIP and 911 services at here
for complete information on these differences.)
The FCC requires interconnected VoIP providers and telephone companies that obtain
numbers for them to comply with Local Number Portability (LNP) rules. Beginning
in late summer 2010, VoIP providers, as well as wireless and wireline providers,
must shorten the porting period for “simple” ports from the current four days to
one business day. The new deadline applies to all simple ports – including “intermodal”
ports such as wireline to wireless, wireless to wireline, wireline or wireless to
VoIP, or any other combination. Simple ports generally do not involve more than
one line or more complex adjustments to telephone switching equipment. VoIP providers
must also contribute to funds established to share LNP and numbering administration
costs among all telecommunications providers benefiting from these services.
For more information regarding the FCC's LNP requirements, see the FCC's consumer
fact sheet at
www.fcc.gov/document/local-number-portability-porting-interval-and-validation-requirements.
The FCC also limits interconnected VoIP providers' use of customer proprietary
network information (CPNI) such as your telephone calling records, and requires
interconnected VoIP providers to protect it from disclosure. For more information
on these limits and requirements, see the FCC's consumer fact sheet. The FCC also
requires interconnected VoIP providers to contribute to the Universal Service Fund,
which supports communications services in high-cost areas and for income-eligible
telephone subscribers.
Interconnected VoIP providers must comply with the Commission's Telecommunications
Relay Services (TRS) requirements, including contributing to the TRS Fund used to
support the provision of telecommunications services to persons with speech or hearing
disabilities, and offering 711 abbreviated dialing for access to relay services.
Interconnected VoIP providers and equipment manufacturers also must ensure that,
consistent with Section 255 of the Communications Act, their services are available
to and usable by individuals with disabilities, if such access is readily achievable.
For more information about Section 255 requirements, see the FCC's consumer fact
sheet at
www.fcc.gov/general/section-255-disability-rights-office.
Filing a Complaint with the FCC
If you have concerns about an interconnected VoIP provider's handling of your
911 calls or telephone calling records, making services available to and usable
by individuals with disabilities, or porting your telephone number, first try to
resolve the matter with the VoIP provider. If you can't resolve the matter directly,
you can file a complaint with the FCC. There is no charge for filing a complaint.
You can file your complaint using an on-line complaint form found at
consumercomplaints.fcc.gov/hc/en-us.
You can also file your complaint with the FCC's Consumer Center by mailing a
downloadable
form; calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC (1-888-835-5322)
TTY; faxing 1-866-418-0232; or writing to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
What to Include in Your Complaint
The best way to provide all the information the FCC needs to process your complaint
regarding any of these issues is to complete fully the on-line complaint form. When
you open the on-line complaint form, you will be asked a series of questions that
will take you to the particular section of the form you need to complete. If you
do not use the on-line complaint form, your complaint, at a minimum should indicate:
your name, address, e-mail address, and phone number where you can be reached;
- the telephone and account numbers that are the subject of your complaint;
- the names and phone numbers of any companies involved in your complaint; and
- the details of your complaint and any additional relevant information.
For More Information
For more information about VoIP, visit the FCC's VoIP Web page at
www.fcc.gov/cgb/broadband.html. For information about other telecommunications
issues, visit the FCC's Consumer & Governmental Affairs Bureau Web site at
www.fcc.gov/consumer-governmental-affairs,
or contact the FCC's Consumer Center using the information provided for filing a
complaint.
Posted September 21 2009
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