Frequently Asked Questions
Phonebox 2 Basics
- What do I need to use the Callserve Phonebox 2?
- How do I switch between an Internet and standard phone call?
- Will the Callserve Phonebox 2 affect my standard incoming calls?
- Will my Callserve Internet call charges now be taken from my standard phone bill?
- Is the Phonebox 2 Mac compatible?
- Do I need to have my computer on at the same time as my Phonebox 2?
- Will I be charged extra by my Internet provider for using Callserve?
- Does the Phonebox 2 offer 999 / 911 dialling?
- What happens when I have a power cut or if I lose my Internet connection? Will my service still work?
- What other features does the Phonebox 2 offer?
- Does the Phonebox 2 work in every country?
- How do I check my Callserve account balance?
Your Phonebox 2 Order
- Does my Phonebox 2 come with a warranty?
- What is supplied in the Phonebox 2 package?
- Will I have to pay taxes or duties on my Phonebox 2 order?
- How long will it take me to receive my Phonebox 2?
- Can I track the delivery of my Phonebox 2?
- Is there a money back guarantee?
- My package arrived damaged. What should I do?
Installing Your Phonebox 2
- Where can I find the installation guide for my Phonebox 2?
- What kind of modem do I need to use my Phonebox 2?
- Can I use my Phonebox 2 with a USB broadband modem?
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Phonebox 2 Basics
1. What do I need to use the Callserve Phonebox 2?
To make calls with a Callserve Phonebox 2 you will need the following items:
- A Callserve Phonebox 2 of course!
- A broadband Internet connection with a modem/hub/router attached.
- A computer with Internet access on the same network for the initial Phonebox 2 installation.
- An ordinary telephone handset.
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2. How do I switch between an Internet and standard phone call?
When you pick up your handset to make a call your phone will automatically be set to your normal home phone calls. To switch to cheap Callserve calls simply dial '#' and you will be immediately switch to the lower international tariff.
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3. Will the Callserve Phonebox 2 affect my standard incoming calls?
No, your standard phone will be exactly the same as normal. When people try and phone your home phone when you are on another call they will get a busy tone regardless of what type of phone call you are making.
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4. Will my Callserve Internet call charges now be taken from my standard phone bill?
No, whenever you run of credit on your Callserve account simply login to Callserve.com to top-up your required amount. You should continue to receive your normal phone bill from your current telecom supplier (but hopefully it should be much, much cheaper!)
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5. Is the Phonebox 2 Mac compatible?
Yes. The only time that you will need to use your computer is during the installation of your Phonebox 2 and when you want to make a payment or look at your call history. Both of these tasks only require an Internet connection and a web browser, so a Mac will work just fine!
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6. Do I need to have my computer on at the same time as my Phonebox 2?
No. You do not need to have a computer on to make calls with your Phonebox 2. You will only need access to a PC when you first setup your Phonebox 2 and whenever you need to top-up your Callserve account.
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7. Will I be charged extra by my Internet provider for using Callserve?
No. You will not be charged anything by your Internet provider for using the Callserve service.
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8. Does the Phonebox 2 offer 999 / 911 dialling?
Callserve should not be relied upon in the event of an emergency as it is not powered independently and will not work in the event of a power cut.
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9. What happens when I have a power cut or if I lose my Internet connection? Will my service still work?
Your Phonebox 2 will not work in the event of a power outage or if you lose your Internet connection. However, your Phonebox 2 settings will have been saved and you will not need to reconfigure your device after your power or Internet connection has been restored.
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10. What other features does the Phonebox 2 offer?
The Callserve Phonebox 2 allows you to use your standard home phone to make your normal calls as well as being able to add up to two different Callserve accounts with the same phone. You can even use the Phonebox 2 to add a fax machine to your home line!
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11. Does the Phonebox 2 work in every country?
Yes, The Callserve Phonebox 2 has been tested throughout the world including all regions in the Middle East and has experienced no problems at all.
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12. How do I check my Callserve account balance?
Simply lift the telephone handset and dial #225# to listen to your Callserve account balance.
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Phonebox 2 Basics
1. Does my Phonebox 2 come with a warranty?
Callserve Phonebox 2 Warranty Statement
a. Callserve Phonebox 2 Phone Adapters provided from Callserve Communications Limited carry a 12 month limited warranty. Within the first 12 months, upon return by a recorded deliver method of the original packaging to the address below and after the device has been tested to ensure the device malfunctioned and was not broken, a new Callserve Phonebox 2 Phone Adapter will be sent to the customer.
b. If you received a Callserve Phonebox 2 Phone Adapter that is visibly damaged, please return by a recorded deliver method the original packaging to the address below.
c. We offer a 30-day Money Back Guarantee. Under the terms of our Money Back Guarantee, you have the option of returning the original packaging to the address below for a complete refund within 30 days of receipt if you are not entirely satisfied. Any free calling credit included with your Callserve Phonebox 2 will be reclaimed by Callserve Communications Limited.
Callserve address
Callserve Communications Limited
1 Harbour Exchange Square
London E14 9GE
United Kingdom
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2. What is supplied in the Phonebox 2 package?
Your Phonebox 2 package includes the following items:
- 1 x Phonebox 2 telephone adapter
- 1 x Power supply (depending on country the user may have to provide their own power supply adapter to fit local wall sockets)
- 1 x Quickstart CD
In addition all UK customers will receive a BT telephone adapter to ensure that their handset cable will plug into their Phonebox 2 correctly.
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3. Will I have to pay taxes or duties on my Phonebox 2 order?
VAT at 17.5% will be applied to all orders placed in or delivered to countries within the EU. If you purchase a Phonebox 2 you will be responsible for any additional duties brought to bear at your delivery destination.
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4. How long will it take me to receive my Phonebox 2?
You will receive an email confirming your dispatch date from Callserve as soon as your order has been processed. Please see estimated delivery times for your destination below:
UK: 2-3 working days from your order date.
Europe: 5-7 working days from your order date.
Rest of World: 10-14 working days from your order date.
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5. Can I track the delivery of my Phonebox 2?
No tracking of your delivery is currently available. Your Phonebox 2 will be delivered by an insured carrier and will require a signature upon delivery to guarantee the receipt of your Phonebox 2.
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6. Is there a money back guarantee?
Although we are almost certain that you will be happy with your new Phonebox 2, you have the option of returning the device for a complete refund within 30 days of receipt if you are not entirely satisfied. Your device must be returned in its original packaging and in ‘as new’ condition. Any free calling credit included with your Phonebox 2 will be reclaimed by Callserve.
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7. My package arrived damaged. What should I do?
In the unlikely event that you receive a damaged package please contact the Callserve Customer Service Team immediately. They will advise you of our returns procedure and we will ensure that a new Phonebox 2 is dispatched to you as soon as we receive your damaged device.
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Phonebox 2 Basics
1. Where can I find the installation guide for my Phonebox 2?
You should have received a Quickstart CD with your Phonebox 2 package. However, if you did not receive one then please contact Our Customer Services Team for an electronic copy.
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2. What kind of modem do I need to use my Phonebox 2?
The Phonebox 2 is ideally suited to Callserve users who have an Ethernet modem/router for their broadband Internet connection. Once the Phonebox 2 is configured correctly with an Ethernet device it can be used without the need for a PC to be switched on at the same time.
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3. Can I use my Phonebox 2 with a USB broadband modem?
If you have a USB broadband modem then you will need to plug your Phonebox 2 into your PC's Ethernet port (so you will need to leave your PC switched on in order to make your phone calls) and you will need to share your PC internet connection by following the instructions below.
1. Click on Start / Settings / Network and Dial-up Connections.
2. Select the local area network (LAN) connection that you want to share (that's the one that connects to the Internet).
3. Click the Sharing tab, tick the box "Enable Internet Connection Sharing for this Connection" and click Ok. Then you can start making calls!
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