VoIP & Home Phone Setup
GoTroppo offers VoIP (Voice over Internet Protocol) phone services that work over your NBN connection. Here’s everything you need to know about setting up and using your home phone service.
What is VoIP?
VoIP is a technology that lets you make and receive phone calls over the internet instead of traditional copper phone lines. With NBN, your old landline connection no longer works the same way – VoIP is the modern replacement that offers:
- Better call quality – Digital calls are clearer than old analogue lines
- Lower costs – Typically cheaper than traditional phone services
- More features – Voicemail to email, call forwarding, and more
- Works anywhere – Use your number from any internet connection
What You’ll Need
To use VoIP phone service with GoTroppo, you’ll need:
- Active GoTroppo NBN connection – Your internet must be working first
- Compatible phone – Either a VoIP phone or a regular phone with an ATA adapter
- GoTroppo VoIP service – Added to your plan
Phone Equipment Options
Option 1: Router with Built-in Phone Port
The simplest option – many NBN routers include a phone port (often labelled “Phone” or “VoIP”):
- Plug your existing home phone directly into the router’s phone port
- We configure the VoIP settings remotely
- No additional equipment needed
Check if your router has a phone port – it looks like a standard phone jack (RJ11).
Option 2: ATA Adapter
An ATA (Analogue Telephone Adapter) connects your regular phone to the internet:
- Small device that plugs into your router via Ethernet
- Your phone plugs into the ATA
- Works with any standard landline phone
- Good option if your router doesn’t have a phone port
Option 3: IP Phone
A dedicated VoIP phone that connects directly to your network:
- Plugs directly into your router or network
- Often includes advanced features like video calling
- No adapter needed
- Best call quality and reliability
Option 4: Softphone App
Use your smartphone or computer as a phone:
- Download a VoIP app on your mobile or computer
- Make and receive calls using your GoTroppo number
- Perfect for when you’re away from home
- Use your headset or computer speakers
Setting Up Your VoIP Service
Step 1: Add VoIP to Your Plan
If you haven’t already, contact us to add VoIP service to your GoTroppo plan. We’ll provide you with:
- Your VoIP phone number (new number or ported existing number)
- SIP credentials (username, password, server address)
- Setup instructions for your specific equipment
Step 2: Connect Your Phone
For routers with phone ports:
- Plug your phone into the router’s phone port using a standard phone cable
- We’ll configure the VoIP settings on your router remotely
- Pick up the phone – you should hear a dial tone
For ATA adapters:
- Connect the ATA to your router using an Ethernet cable
- Plug your phone into the ATA’s phone port
- Power on the ATA and wait for it to connect
- Enter the SIP credentials we provided (or we can assist remotely)
Step 3: Test Your Service
Once connected, test your phone service:
- Check for dial tone
- Make a test call to your mobile
- Have someone call your VoIP number to test incoming calls
- Check voicemail is working (if included)
Keeping Your Existing Number
Want to keep your current home phone number? We can port (transfer) it to GoTroppo VoIP:
- Porting takes 1-5 business days typically
- Your old service continues until the port completes
- No gap in service – calls seamlessly switch to your new VoIP
- We handle the process – just provide your current provider details
To port your number, we’ll need:
- Your current phone number
- Account holder name (as it appears on your current bill)
- Current provider name
- Account number with current provider
VoIP Features
Your GoTroppo VoIP service may include these features (depending on your plan):
Standard Features
- Caller ID – See who’s calling before you answer
- Call waiting – Know when another call is coming in
- Voicemail – Messages when you can’t answer
- Call forwarding – Send calls to another number
- Do not disturb – Block incoming calls when needed
Advanced Features
- Voicemail to email – Receive voicemails as audio files in your inbox
- Simultaneous ring – Ring multiple devices at once
- Call history – View your recent calls online
- Block numbers – Stop unwanted callers
Important Things to Know
VoIP Requires Internet
Your phone service only works when your internet is connected. If your NBN is down, your VoIP phone won’t work either. For this reason:
- Keep a mobile phone charged for emergencies
- Consider call forwarding to your mobile if you lose internet
- Medical alarms and security systems should use mobile/cellular backup, not VoIP
Emergency Calls (000)
VoIP can call emergency services (000), but there are important differences from traditional phones:
- Emergency services may not automatically know your location
- Be prepared to clearly state your address when calling 000
- VoIP won’t work during power or internet outages
- For critical safety needs, maintain a mobile phone as backup
Power Outages
Unlike old landlines that worked during blackouts, VoIP requires power:
- Your router and any phone equipment need power
- The NBN equipment at your premises needs power
- Consider a UPS (battery backup) if you need phone access during outages
Troubleshooting VoIP Issues
No Dial Tone
- Check your internet connection is working
- Ensure phone is properly plugged into router or ATA
- Restart your router and wait 2 minutes
- Try a different phone to rule out handset issues
Poor Call Quality
- Check no one else is using heavy bandwidth (large downloads, streaming 4K)
- If using WiFi for an IP phone, try connecting via Ethernet instead
- Enable QoS (Quality of Service) on your router to prioritise voice traffic
- Contact us if issues persist – we can check your line quality
Echo or Delay
- Usually caused by network congestion
- Try during off-peak hours to test
- Lower the handset volume slightly
- Ensure your router firmware is up to date
Calls Dropping
- Check your internet connection stability
- Review router logs for disconnections
- Ensure your router isn’t overheating
- Contact support if your NBN connection is unstable
Call Costs
VoIP calling costs depend on your plan. Typically:
- Local and national calls – Often included or very low rates
- Mobile calls – Per-minute rates apply
- International calls – Varies by destination
- 1300/1800 numbers – Standard rates
- 000 emergency – Always free
Check your plan details for specific call rates, or contact us for current pricing.
Medical Alarms & Security Systems
If you have medical alert devices or monitored security systems that use a phone line:
- Contact your alarm provider before switching to VoIP
- Many older devices aren’t compatible with VoIP
- Modern systems often use mobile/cellular connections instead
- Ask about upgrading to a cellular-based system for reliability
Need Help?
Our team is here to help you get your VoIP phone service set up and working perfectly. Contact us for:
- Adding VoIP to your plan
- Porting your existing number
- Equipment recommendations
- Troubleshooting assistance