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General FAQs
What is KIDAtalk?
Kidanet's KIDAtalk service is an all-in-one broadband phone service that allows
you to make and receive local and international calls to anyone in the world
using your broadband connection. VoIP converts the voice signal from your
traditional telephone into a digital signal that travels over the Internet then
converts it back at the other end. In general, phone service via VoIP costs less
than equivalent service from traditional phone.
What do I need to get started with KIDAtalk service?
To use the KIDAtalk service you need a broadband Internet connection, a
subscription and a ATA/IP phone/Softphone.
What are the benefits of having KIDAtalk?
Whether you are a consumer or business users, you get to enjoy huge savings with
our newest Telephony technology.
1. Tremendous savings on IDD calls
2. Free Unlimited calls between KIDAtalk to KIDAtalk customers either locally or
overseas
3. Ability to check your bills online and in realtime and therefore control your
spendings
4. Pay your bills online instead of queuing at the Post Office
5. Choice of regular telephone numbers in Australia, New Zealand, USA, UK,
Canada etc and be able to connect the telephone numbers to your KIDAtalk device
and account
6. A variety of ways to call - Laptop, PC, IP telephone, normal telephone
7. Can be used on any internet connection whoever your ISPs
8. Free VASes in the bundled service
9. Choice of devices ranging from softphones, USB phones, ATA or IP phones
10. No connection fees, only advertised KIDAtalk IDD call rates apply.
11. Low cost alternative to your traditional telephone service, because you use
your broadband Internet connection which you've subscribed to
How does the sound quality compare to a traditional
phone call?
Under normal circumstances the sound quality is comparable to
standard (PSTN) telephone services. VoIP call quality can be affected by the
quality and speed of the customer's Internet connection. Disturbances to the
telecom's ADSL service can affect the quality of the VoIP service or prevent it
from operating. Please keep in mind that if you are running several programs
that are using a high bandwidth, your call quality may be compromised.
Do I have to keep my current telephone line?
You do not have to keep your current phone line if you are using or going to use
Kidanet's ISP network. If you are using ADSL connection for your internet such
as TFLs', you must maintain the active phone line for the ADSL as VOIP runs over
Internet connection. You may enquire about Kidanet's ISP products at
www.kidanet.com.fj.
Services FAQs
Where can I get the softphone client?
You can download the softphone client here.
I'm an existing Kidanet customer, do I have to register
to use Kidanet VOICE service?
Yes, you would need to register if you want to use KIDAtalk. Kidanet subscribers
are entitled to a discount on all price plans.
When I receive a call, is it free?
All incoming local calls are free. If you are traveling overseas, and you
forward your calls to an overseas number, you will be charged IDD for that
country.
How much are the IDD rates?
KIDATALK's VoIP call rates are extremely competitive, making KIDATALK VoIP a low
cost high quality service. Please visit our website (www.kidatalk.com.fj) for a
complete list of call rates, by destination.
Can I use KIDAtalk when I travel abroad?
Yes you certainly. KIDAtalk is designed to be used in any home, office, hotel or
hotspots anywhere in the world wherever there is a broadband connection.
However, there are some locations, such as offices and hotels, where voice
services are being blocked. In such a case, you may try to contact your office
administrator or the hotel staff to remove the restriction.
If I have only 1 internet connection at home, can I connect 2 different KIDAtalk
service to it?
Yes, you can connect any amount of KIDAtalk services to it. However, you will
need sufficient bandwidth when all KIDAtalk services are used at the same time.
It is highly recommended to have an average bandwidth of 256kbps for each
KIDAtalk subscription used.
Can I use multiple phones with your service?
You can use the softphone client or your ATA, IP telephone to make calls.
However, if 1 device is connected, the subsequent device that tries to connect
will not work.
Can I connect a pulse dialing telephone to my ATA?
No. It has to be a tone telephone.
Where can I use KIDAtalk service when I am overseas?
You can use the service at any available internet access point with a min
128kbps connection. If you are traveling with a laptop, you can use the
softphone with any WIFI hotspot connection. If you are using the Analogue
Telephone Adapter (ATA) or IP telephone, you would need a physical Ethernet port
(internet cable) to connect the devices.
Do I need to have the computer turned on to make a call?
No, your PC can be switched off but you will need to leave your modem and router
on in order to make and receive calls.
I have already purchased an KIDAtalk ATA/IP Phone Box, what do I do next?
If you have just received your KIDAtalk ATA/IP Phone via courier you simply plug
in your device and wait for the dial tone. You need not do anything else.
Can I use my KIDAtalk voice service with a dial-up connection?
No, your KIDAtalk voice service requires a high-speed, broadband Internet
connection.
Will my current setup (i.e. modem and or router) work on the KIDAtalk network?
Most of the common modems and or routers will successfully work on the KIDAtalk
network. Generally all relatively new products will be compatible. Our service
resolves around a plug and play setup and it's as easy as that. Please call our
friendly staff on 331 5511 should you need help.
Can I use my computer while on the phone?
Yes, you can use your computer while on the phone. However, since your phone and
computer share the same bandwidth, if you are using high bandwidth applications
on your computer such as downloading a large file, you may experience degraded
voice quality.
Is Internet service included?
Internet service is not included in KIDAtalk. However KIDAtalk can be used over
any internet connection.
Can I use Kidanet VOICE for fax?
We do not encourage the use of fax for this service as there are many modems,
routers and internet service providers that do not support fax. Your fax sent
might not reach the intended party.
Is your network based locally or overseas, and what effect will this have on
end-users?
Our VoIP network is based locally using Kidanet and FINTEL's internet backbone
and Southern Cross Submarine Cables, which allows for low latency and great
voice quality
Do you own or lease the network infrastructure, and what effect will this have
on end-users?
As an incumbent Internet Service Provider and a subsidiary of FINTEL, Kidanet
completely owns this VoIP network, which allows us to offer a high quality of
service to our customers.
Can KIDAtalk support emergency number dialing?
Np, KIDAtalk supports emergency dialing. These will be available at a later
stage.
Can I use Kidanet VOICE on mobile phone?
Yes, this is possible on certain Nokia mobile phones that have wifi capability.
We will however offer this service at a later stage.
Price Plan FAQs
Do I get charged for incoming calls?
Incoming calls are free and you do not get charged.
Do you have flagfalls?
As a service provider who offers real value to customers, we do not charge a
connection fee for any calls made from our service
Will I be in contract?
Yes, you will be in contract for 12 months for any of the price plans subscribed
to. For no commitment price plans, you may also subscribed to Pay As You Go
plans.
What are the countries that I can call with the free bundled minutes?
The free mins can only be used to call the fixed lines of the countries listed
here.
Is there a minimum contract period? What are the charges if I terminate early?
Yes, there is a minimum contractual period of 12 months. You will incur an Early
Termination Charge (ETC) if you are terminating the service earlier than 12
months. The ETC incurred range from $200 to $500 depending on your price plan.
You will have to give 30 days notice for the termination of this service.
Can I downgrade my plan from my existing plan?
Yes, you can downgrade your plan from your existing plan. However, plan
downgrade penalty applies. The downgrade penalty is set at $200.
Do incoming calls count against the FREE monthly minutes?
Incoming calls are not counted against your minutes on any rate plan.
Can I carry over unused Free Minutes to the following month?
No. Unused free minutes can not be carried forward to the next month.
What happens if I made a call outside the Free Minutes/Countries?
The International calling rate plan will apply for calls outside the free
bundled countries or the nexcess of the free minutes bundle
How are the KIDATALK's VoIP Telephone Service charges calculated?
For Calls made using Free Minutes, the call time is every 30 seconds pulsing for
all Price Plans. For Pay As You Go, the pulsing is 1st minute followed by 30
seconds pulsing.
World Numbers FAQs
What are KIDAtalk World Numbers?
KIDAtalk World Numbers are local telephone numbers from other foreign countries,
now made available to all Kidanet KIDAtalk customers. KIDAtalk customers can
subscribe to KIDAtalk World Numbers as a value-added-service to their KIDAtalk
price plan. Upon subscription to KIDAtalk World Number, a KIDAtalk World Number
will be tied on to your KIDAtalk price plan.
What are the benefits of KIDAtalk World Number?
If you subscribe to this service to get an Australian local telephone number for
example, your business contacts, family and friends in Australia will be able to
contact you anytime on your KIDAtalk World Number. And what do they pay?
Australian local call rates, not IDD rates, because they are calling an
Australian telephone number. And what do you pay to receive their calls?
Nothing! Because all incoming calls are free with KIDAtalk!
In summary, with KIDAtalk World Numbers, you can maintain a business presence in
the other countries by being easily and affordably reachable by your business
partners and customers in those countries, without being physically present in
those countries.
Your family and friends in other countries can reach you easily and affordably
by calling your KIDAtalk World Number at their local call rates, while you
receive their calls for free.
Which destinations are covered by KIDAtalk World Numbers?
With KIDAtalk World Numbers, KIDAtalk customers can get local telephone numbers
from over 400 destinations worldwide, including countries in Asia, Europe, as
well as North and South America. Please refer to the KIDAtalk World Number price
list for the countries covered.
What are the charges for KIDAtalk World Numbers?
For each KIDAtalk World Number, there is one-time setup fee and a monthly
subscription depending on zone/country that the World Number country comes
under. Please refer to the KIDAtalk World Number price list for details.
How do I apply for KIDAtalk World Numbers?
For existing KIDAtalk customers, simply fill up the KIDAtalk World Number
Application Form, indicating your existing KIDAtalk account details, and the
country and city codes for the required KIDAtalk World Number.
If you are not a KIDAtalk customer yet, you need to first sign up a KIDAtalk
Account by choosing one of the KIDAtalk price plans, then sign up your KIDAtalk
World Number as a value-added-service.
Is there a minimum subscription period?
The minimum subscription period is 3 months.
Can I choose specific KIDAtalk World Number?
No, you can't. Once you indicated the country and city code, a KIDAtalk World
Number will automatically be assigned to your KIDAtalk account.
Can the KIDAtalk World Number be tied to more than 1 KIDAtalk account?
No, each World Number can only be tied to 1 KIDAtalk account.
Can the KIDAtalk World Number be transferred from one KIDAtalk account to
another?
No, the KIDAtalk World number is not transferable.
How many KIDAtalk World Numbers can I subscribe to?
There are no limits to the number of KIDAtalk World Numbers that a user can
subscribe to.
If I were to terminate my KIDAtalk World Number subscription at any time, can I
later request to subscribe to the same KIDAtalk World Number again?
Upon termination, the specific KIDAtalk World Number is released for the reuse
pool and cannot be retrieved.
How long does it take to get KIDAtalk World Number?
From the time of application, the KIDAtalk World Number will be activated in 1-3
working days.
Equipment FAQs
What equipment do I need to enjoy this service?
There are 3 types of device you can use.
- KIDAtalk Softphone
- Analogue Telephone Adapter (ATA) connected to telephone
- IP Telephone
- USB memory stick phone
Depending on the price plan that you sign up with, different equipment may be
subsidized or included free according to the price plan.
How do I install the KIDAtalk ATA/IP Phone?
Click here to see how to set up your KIDAtalk service
What is the warranty on the KIDAtalk ATA/IP Phone?
12 months from the date of shipment.
Can I bring my own VoIP device to use with KIDAtalk?
Yes, you may. Please click here for the list of certified products. The list is
exhaustive. You may wish devices outside this list subject to configuration and
evaluation.
Will my KIDAtalk voice service work if I lose power?
Your KIDAtalk ATA/IP Phone will not work if there is a power outage as your
KIDAtalk ATA/IP Phone requires power to maintain the service. If you have an
KIDAtalk ATA, then the Switchback feature allows for your ATA/IP Phone to
automatically revert back to your existing PSTN landline service.
Can I use my KIDAtalk ATA/IP Phone with another service provider?
The KIDAtalk ATA/IP Phone has been firmware hardcoded exclusively to Kidanet and
will not function with any other service providers.
How do I know the ATA is working?
You will be able to see the lights on the ATA lighting up. To check if you are
connected to the internet, check the middle light. It should display a constant
yellow.
Features FAQs
Is there a missed call alert service?
When you have a missed call, the called party will be directed to your VoiceMail
service where they can leave a message. Alternatively, you will be able to see
that you have a missed call if you are online using the Softphone. You will not
be able to see your missed call alerts if you are using the ATA.
What features are included with the KIDAtalk ATA/IP Phone?
Click on Great Features to see the range of features that are available with the
KIDAtalk ATA/IP Phone
How do I use the various features that KIDAtalk offers?
Click Great Features to see what KIDAtalk features are available and how to
activate them.
Do you support 3-way calling?
Yes, click Great Features to see what features are available with your KIDAtalk
service and how to activate them.
Voicemail FAQ's
How do I activate voicemail on my KIDAtalk telephone?
Your Voicemail is automatically activated and included Free of Charge to you.
How do I know when I receive a new message?
When you receive a new voice message, a Notification will be sent to your e-mail
address. If you are using our devices, you will also see a Message In Waiting
Indicator light indicating that you have a new voicemail.
How do I retrieve messages from voicemail?
Retrieving voicemail has never been easier! Simply dial your *98 or click on the
Voicemail tab on your device.
Does voice messages constitute to my free airtime?
Retrieving of VoiceMail does not knock off your free airtime.
Soft Phones FAQs
What is the minimum system requirement for the installation of softphone client?
Minimum system requirement: Pentium III or higher, recommended RAM of at least
128MB.
How do I get an KIDAtalk softphone?
KIDAtalk softphones are available from the Kidanet and Kidatalk website. It is
available for FREE download here.
How do I install the softphone?
After downloading the client from the website, select the .exe file. It will
guide you through the installation process. Meanwhile, turn off all music
applications. There is also an user guide which can be found here.
What do I need to be able to use the Softphone client?
You would need your login ID and a password. These will be sent to you by email
within 2-5 working days after you have applied for your service.
What hardware and software do I need so that I can use an KIDAtalk softphone?
Your softphone will require both speaker and microphone devices to make calls.
Such devices may include external speakers and microphone, dual-jack multimedia
headset, built in microphone and speakers, USB multimedia headset, or a USB
phone. You will also need a soundcard for your PC or laptop. The best way to
test if you have any restrictions that may affect your softphone is to download
a free Kidatalk softphone. For further information please refer to the Advanced
Softphone User Guide.
Who can I call with my Softphone?
Once download and you have your subscription loaded, you can call anyone in the
world.
How much does a softphone cost?
It is FREE to download.
How do I make a call?
Please see the user guide here.
What is my login ID?
Your login ID will always be the same as your SIP phone number. The password is
your VoIP account.
I have forgotten my password, what do I do?
Please call one of our friendly customer service operators on 1300-305-000.
What is the Audio Tuning Wizard?
The Audio Tuning Wizard is a device that prompts the user to adjust their audio
levels to the correct settings. The Audio Tuning Wizard will appear when you
first open your softphone. Simply follow the prompts to adjust your settings to
the correct level. If you require the Audio Tuning Wizard at a later stage,
simply right click on your softphone and select the correct application.
What additional features come with my softphone?
They are Call Conferencing, Do Not Disturb, Mute, Auto Answer, Block Caller ID,
Reject Anonymous call and voicemail functionality. For further information on
how to use softphone features please refer to the Softphone User Guide.
How do I exit from the phone?
To exit from the telephone , right click on the Kidatalk icon on the windows
tray and select "Shutdown".
How do I improve the sound quality on my softphone?
To improve sound quality, try one or more of the following:
- Run the Audio Tuning Wizard
- Adjust the microphone and speaker sliders
- Try a different headset
- Try adjusting the microphone level in your Windows Audio Controls
- Check your network/ISP performance
Remove any possible threats on your computer such as spyware or viruses.
These can use up unnecessary system resources and allow unauthorised users to
access your computer. KIDAtalk recommends that you scan and update both your
spyware definitions and virus definitions every week.
Why does my softphone not work?
Various hardware, software and network settings may affect your softphone.
Hardware that is essential includes soundcard and audio equipment. Software, in
particular security programs may restrict the softphone from working on your PC
or Laptop. Network restriction imposed by your network administrator may also
cause the softphone not to work. The best way to test if you have any
restrictions that may affect your softphone is to download a free Kidatalk
softphone.
How do I find further information on my softphone?
For further information on Softphones please refer to the Softphone User Guide.
What is a Switchback to PSTN?
Switchback is a feature that allows the Linksys ATA box to fallback to your PSTN
landline when needed (but only if it is plugged into your PSTN wall socket).
This function will happen if any of the following occur:
Power outage
Your ISP (Internet Service Provider) goes down
Your VSP (VoIP Service Provider) goes down
To use this service you will need to have a PSTN phone service. When the
Switchback feature is activated, you will be charged your traditional call rates
by your incumbent PSTN phone service provider.
Billing FAQs
How do I receive my bill?
You will receive your bills via the electronic mail address that you have
registered with us.
How do I view my bills online?
You may log on to our website, www.kidatalk.com.fj and click "Check Your Bills".
You will need your account number and password that we have sent you during your
subscription to log in.
I can't remember my username/password. What do I do?
Please contact KIDAtalk customer service on 331 5511 or click "forgotten
password" on our website. Your new password will be sent to the last email
Will I be billed if I hear a system announcement service from the party I am
dialling to or if the call is not connected?
No, you will only be billed if the call is connected.
Will Kidanet VoIP service affect your broadband usage limits?
When using VoIP over your broadband connection, the VoIP router is sending your
voice call as data over the Internet. KIDATALK will count this towards your
monthly usage quota. As a rough rule of thumb, using VoIP consumes 0.6 Megabyte
of your usage quota for every 10 minutes of conversation. If you are using
unlimited call plans, there is no issue with usage.
How do you bill for KIDAtalk services?
e send an e-mail invoice on your anniversary date each month. If you have signed
up with your credit card, your bill is automatically charged to the credit card
you have provided when you signed up with KIDAtalk. If you need a paper copy you
can print out the e-mail invoice.
Can I use KIDAtalk voice services without a credit card?
You may pay cash at our HQ in Suva or pay at the bank. If you use automatic
credit card payments each month, we will offer a 5% discount off your bills.
What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any
reason, we will notify you immediately by e-mail.
Dialing Plan FAQs
To call a mobile phone within Fiji:
Dial the 7-digit mobile phone number directly.
For example: to call mobile number 992 1911 in Fiji, dial 992 1911.
To call a fixed line phone within Fiji:
Dial the 7-digit mobile phone number directly.
For example: to call fixedline number 331 0800 in Fiji, dial 331 0800
To call an international destination:
Dial 00, followed by the country code, the area code and then the local phone number.
For example: to call telephone number 9999 9999 in London, dial 00 44207 999 9999.
Can I use KIDAtalk VoIP Telephone Service with a dial-up connection?
No, you can not use KIDATALK's VoIP Telephone Service with a dial-up connection.
Our VoIP connection is designed to be used with a broadband connection.
Sign Up FAQs
How do I sign up for KIDAtalk service?
You can visit our online website signup at www.kidatalk.com.fj/signup.htm, visit
us at our headquarters at 158, Victoria Parade, Suva or call our friendly sales
team at 331 5511 between 8.30am-4pm Weekdays .
Can I sign up with KIDAtalk if I am not an existing Kidanet broadband
subscriber?
Yes, you can sign up KIDAtalk service even if you are not a Kidanet customer.
Do I need to pay any registration fees or monthly subscriptions?
Registration fee is waived. You will need to pay a delivery and installation
charge of $30 per order and a recurring monthly subscription fee.
How soon can I use Kidanet VOICE once I've applied for the service?
Once you have signed up for the service, it will be about 2-3 working days
before you are able to use it.
Where is the KIDAtalk ATA/IP Phone delivered to?
We will courier your KIDAtalk ATA/IP Phone free of charge to your nominated
delivery address. This usually takes 2-4 working days.
Can I keep my existing phone number (aka Local Number Portability)?
KIDAtalk does not yet offer Local Number Portability because the telephony
structure for Number Portability is non-existent. The Ministry will be assigning
VOIP numbers to voice operators like Kidanet in the near future and we will be
assignin
What is your e-mail address?
For sales, please contact us at sales@kidatalk.com.fj. For technical helpdesk,
please contact us at support@kidatalk.com.fj
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