Vortel is an IP telephony service that links the Internet with the conventional phone service. It allows you to place and receive calls as you always have done, albeit for free or with big savings, depending on the number you call. What’s more, Vortel offers a huge range of free features like voicemail, call forwarding, etc.

That’s a telephone connection that uses the Internet instead of the traditional telephone networks of the old phone companies. Your conversation is digitized and sent (securely) over the Internet just like the data in an email or a web page. If you place a call to a number in the traditional fixed-line or mobile networks, Vortel delivers your call into those systems too.

Voice quality is comparable to a call on a traditional fixed-line telephone. The only requirement is to have enough bandwidth on your Internet connection. If you call another Vortel user, you could even experience CD-quality sound!

You can call any telephone number:
- You can call all fixed or mobile lines in the world, no matter the country.
- You can call all other Vortel subscribers for free.

Yes, you can call to any telephone number, no matter what the network or who operates it. We only exclude calls to non-standard numbers, such as 0900 value-added numbers in Germany used for gaming services, etc.

If you have a local number (which Vortel can provide for many locations), then everybody can call you. You can receive calls from all phone networks, whether fixed-line or mobile, national or international, traditional network or IP-based. If you have only a Vortel internal phone number, all Vortel customers can call you, but no user from a traditional phone network can call you.

Yes, you can receive calls from any telephone number, if Vortel supplied you with a local number.

Yes, this is possible, since Vortel supports the IP-based fax protocol T.38.

You can use Vortel with any high-speed Internet connection. DSL or cable connections typically give you a download speed of 512kbps and an upload speed of 128kbps. A voice call requires between 16 and 24kbps speed in both directions, so you could even place up to 4 simultaneous calls. We recommend at least 128kbps in both directions.

Yes, it doesn’t matter who your Internet service provider is. You can even use Vortel with many different Internet service providers, both at home and in other countries. You can even use different broadband technologies like DSL, cable or Ethernet.

No, you don’t need any software to use Vortel. It works completely independent from your PC. You do not need a computer or any kind of software, because Vortel works directly with your high-speed cable or DSL connection. Of course, you can also use Vortel with a soft-client for PC-based calls.

All you need is a Voice-over-IP adapter or other hardware. Your hardware needs to be SIP compliant (most VoIP hardware is SIP compliant). You can also use a SIP client on your computer or smartphone. Just ask our Support Team for recommendations (http://vortel.net/support/supportForm).

If you don't have any SIP hardware (or software) available, or you need a solution that is very easy to install and requires no technical knowledge, then we recommend the Vortel Starter Kit, which includes a preconfigured VoIP adapter from Cisco-Linksys, as well as a regular phone. Just plug the phone (or any other analogue or DECT phone) into the adapter and then attach the adapter to the Internet (usually by plugging it into a free port on your router). It’s that easy. There is no need for any kind of software, headphones, or PC.

No, if you choose the Vortel Starter Kit, it comes with a standard phone so you can start immediately to place and receive calls. If you already have a standard phone or a cordless phone, you can also use it with Vortel; you just have to connect it to the adapter. Please note that the adapter does not support ISDN telephones. (If you would like to continue using ISDN phones with Vortel, then we recommend the FRITZ!Box Fon from the German manufacturer AVM.)

You can use Vortel anywhere in the world, no matter where you are; you only need a high-speed Internet connection.

Price is indeed a key driver of communications products anywhere. With Vortel, for example, subscribers can call other Vortel subscribers for free. But in addition to price, the Vortel Dashboard allows you to manage and track your phone service in ways not offered by conventional phone companies. Vortel also offers customers the opportunity to take your service (and number) with you wherever you go and have a broadband connection. For example, if you’re travelling in a foreign country and your hotel offers broadband, just connect the Vortel adapter to the broadband connection in your hotel and save money on your calls. And family and friends back home can reach you by just calling your local Vortel number (or calling you for free if they’re Vortel customers as well).

Unlike other VoIP solutions, which require users to configure the VoIP hardware, Vortel's solution is "plug & dial". Absolutely no technical knowledge and configuration work is required if you choose our Vortel adapter. Installation should take about five minutes, and sign-up takes about ten.

No, you don’t need to switch on your PC. You do not need a PC to use Vortel; it works directly with your high-speed cable or DSL connection. You only need a PC to sign-up with Vortel or to use the optional Vortel Dashboard.

Next to a high-speed Internet connection (typically DSL or cable), you need a standard router or other device with standard router functionality. If you do not have a router, you can buy one on at most electronics stores. Your router's job is to establish and maintain a high-speed Internet connection with your Internet Service Provider (ISP) regardless of whether your computer(s) are switched on or off.

Any connection to the Internet is a security threat. So the best protection is to shut down all router (or firewall) ports, but then you will be cut off from the Internet and the content and benefits it offers (including Vortel's phone service).
Opening certain ports and maintaining a reasonable amount of security can be achieved by keeping your router and firewall software up-to-date and installing personal firewalls on your computers and other devices connected to the Internet. And you can be sure that Vortel (and our hardware supplier Cisco) have taken measures in the adapter to protect from attacks originating from the Internet.

Yes, you may, but be aware that you’ll have to do some technical setting yourself. We have pre-configured our Starter Kit to be “plug & dial” so less technically-inclined users will be able to easily get started with VoIP. Also, your Starter Kit adapter can be used anywhere you have an Ethernet connection, unlike a Fritzbox. So if portability is important to you, it’s a good idea to get the Starter Kit.
Should you want to use your own hardware however, you can sign-up like any other user. During sign-up you will be asked if you already have the hardware you need. Check the box indicating that you have it, and we’ll then send you the configuration information to you per email after you register.

The improvement in VoIP quality has been very significant in the past 10 years. The first European VoIP providers emerged in 1996 and 1997 and back then VoIP quality was indeed poor and inconsistent.
Using better technology and VoIP protocols the quality has improved to the extent that VoIP quality is at least GSM mobile phone quality. In the near future we expect VoIP quality to exceed the quality of circuit-switched fixed phones.

This used to be a problem with VoIP calls, but improvements in VoIP technology have solved this issue.

Yes, you can use the Internet while making calls with Vortel. Depending on the speed of your Internet connection, you could experience problems as both activities use your broadband connection simultaneously. Even if it is possible, we recommend you not use the Internet and Vortel at the same time unless your connection speed is at least 512kbps in both directions.

Yes, you can send emails while making calls with Vortel. Depending on the speed of your Internet connection, you could experience problems as both activities use your broadband connection simultaneously. Even if it is possible, we recommend you not use the Internet and Vortel at the same time unless your connection speed is at least 512kbps.
Be aware that most common email applications check automatically if there is a new email, and this could affect the call quality using Vortel.

Yes, you can use Peer2peer software while making calls with Vortel, but we don’t recommend it. These applications use all of your broadband connection to send and receive files, and that can cause some distortions or delays in your phone calls. If you want to use both applications we recommend you limit the access of the Peer2peer application to your broadband connection in order to leave enough bandwidth for the Vortel service.

If you are experiencing choppy audio during phone calls, this is most likely due to a slow Internet connection the use of other applications on your PC while using Vortel. Those applications compete against each other for the use of your broadband connection, possibly disrupting your conversation. The faster your broadband connection is, the less likely your calls will be disrupted. We recommend not using your PC to upload or download files while making calls with Vortel.

Vortel’s services generally operate on a prepaid basis for private users and postpaid for business customers. (However, many businesses sign up directly on our website and use our prepaid products. Our regular flatrates cannot be used for commercial purposes.)

How does prepaid work? You simply top up your Vortel account on our website and then use the credit to make calls. If you sign up for a flatrate, we charge your credit card automatically at the beginning of each month. (In Germany, we also provide the option of having your bank account automatically billed at the beginning of each month.) If you need additional payment options, we can also handle Paypal payments and bank transfers. Just let us know if you need help: http://vortel.net/support/supportForm

Exactly the same as if it was a conventional number. This means that if you have a local German number and then take your adapter to the U.S., the person calling you will still only pay as if they called a local German number (because they did). So depending on the number you select, you can use Vortel to help friends or family save big on calling you. And, of course, you will pay no roaming charges when using or being called on Vortel in a foreign country.

We bill at the beginning of each month for that month’s flatrate.

No, that would be unfair. We pro-rate your first flatrate payment(s) when you go through the sign-up. So if you start on the 15th of the month, for example, you’d first pay approximately half of a monthly flatrate fee. Then at the beginning of the next month we’d charge your credit card or bank account for the full flatrate.

Unfortunately not.

No, if you're on a flatrate plan and decide to cancel it, you get to make calls using the flatrate for that month and the next month. So your flatrate would simply expire at the end of the following month, and then you’d be back to a simple Prepaid Basic plan, whereby all calls are billed at our low rates. In that case make sure you have some credit in your account to keep calling.

The best way to cancel your flatrate plan is to let us know via our customer support form (http://vortel.net/support/supportForm). To change from one flatrate to another, just login to the Vortel Dashboard to make the switch.

If you have a flatrate plan, you might also wish to make calls to countries outside the plan, or to mobile phones in countries (like those in Western Europe) which are not covered by the flatrate. Since Vortel only works on a prepaid basis for now, even if you have a flatrate plan, you’ll need some money in your Prepaid Basic account to cover such calls. We start everyone out with 1 Euro, so if you sign up for a flatrate you can call anywhere too.

Sorry, we can’t do it.

You can connect your Vortel adapter wherever you want; you only need a high-speed Internet connection. For instance, you can connect your adapter at your office in London and then call to Germany as if it was a local call.

Yes, you can use your adapter any place you have a high-speed Internet connection. Callers who need to reach you from your local calling area will be making local calls to your Vortel line even if you are out of your town or outside the country.

When you sign up you can choose to link a local telephone number to your Vortel line. For customers in Germany, the number we offer you will correspond to the address you enter upon signup.

Your calls always cost the same, no matter where you are. You can use your adapter at a summer house on Mallorca, or take it with you on a trip. Your phone costs will always be the same. You can use Vortel at your office in Barcelona with a German number, so your calls, physically made in Spain, will be billed as if you were calling from Germany.

Exactly the same as if you were in Germany, the U.S., or whatever country corresponds to your local number. That’s one of the biggest advantages of Vortel. Callers who need to reach you from your local calling area will be making local calls to your Vortel line.

Just ask our Support Team if you wish additional lines or adapters. The best way to do this is to use our online support form (http://vortel.net/support/supportForm).

Yes, once the Cisco Linksys adapter has been set up you can use your Vortel line as you have always used your telephone. You don’t need a PC or any additional software.

You can use whatever analogue phone you have. When you sign up with us you will receive a phone in your Starter Kit to use with your Vortel line immediately. The one kind of phone that is currently not possible is an ISDN phone.

Yes, you can also use a cordless phone.

Without electricity the adapter does not work. But even when your adapter does not work, all your calls will be forwarded to your voice mail (provided you have enabled this service in the Vortel Dashboard) or forwarded to another phone (if you have setup call forwarding in the Vortel Dashboard)

Please contact us via www.vortel.net/support. After checking your identity we will provide you with your password information.

We believe in keeping things as simple as possible, and by offering a standard, preconfigured adapter, we can make Vortel a “plug & tone” service. Most folks aren’t willing or able to get knee-deep in technical manuals just to set up their phone service. And we suspect that the big telecom companies, who are scared to death of losing their customers to IP telephony services, are trying to convince you that it’s a) very complicated and b) for techies only. It isn’t. By giving you a standardized adapter, we make it very simple. Plus, it makes Vortel a portable service; you can take the adapter with you wherever you go and easily make calls anywhere you have an Internet connection.

No, every user is automatically given a Prepaid Basic plan. You can simply take advantage of it and use it to make all your calls. Flatrate plans are optional additions to your prepaid account.

Yes yes yes. As we grow we'll be adding countries to the list, especially those that seem to be popular with our users. Contact us if you want to suggest a particular destination.

Yes, anytime. If you have a Prepaid Basic plan only, you can upgrade to a flatrate plan, and if you have a flatrate you can opt for another flatrate or downgrade to a Prepaid Basic plan. Just keep in mind that our cancellation policy for our flatrate plans requires you to pay for the flatrate until the end of the following month. (Say you cancel your flatrate in mid-October and do not select another flatrate, then your flatrate contract would run until the end of November.)

We’re all ears. Contact us.

Through our web site: www.vortel.net. Click on the “Log In” button and enter your username (same as the email address you used to sign-up for Vortel) and password to access your Vortel Dashboard. There you can not only add credit to your prepaid balance, but also add or delete a flatrate, order additional lines, set forwarding functions, see your call history, and control numerous other features and personal information.

The voicemail service is a virtual answering machine. Every time someone leaves you a message, you will receive an email with the audio message. You can check your voice email anywhere or anytime; you can easily forward your voice message or set up your email account in the Vortel Dashboard. You can also check voicemail from your Vortel phone.

Yes, you can change the email address where you want to receive your messages with just one click in the Vortel Dashboard.

You can configure your call forwarding wherever you have access to the Internet. Just login to the Vortel Dashboard and select your destination number(s) and when you want to trigger call forwarding (not reachable, busy, no answer). You can also activate call forwarding immediately, so that all calls are forwarded immediately to a destination number you specify. (Please note that charges apply if the forwarded call is to a fixed-line or mobile phone and not covered by a flatrate subscription.)

Yes, you can forward your calls to a mobile number. (Please note that charges apply when the forwarded call is to a mobile phone and not covered by a flatrate subscription.)

The forwarded calls to other Vortel lines are completely free, but be aware that charges apply if the forwarded call is to a fixed-line or mobile phone and is not covered by a flatrate subscription. So if you have a Germany Flatrate plan, for instance, then a call forwarded to a fixed-line German number will be free, whereas a call forwarded to a German mobile number will be charged.

Yes, all your call forwarding settings will work.