Callserve Phonebox - Frequently Asked Questions

Frequently Asked Questions

Phonebox Basics

What do I need to use the Callserve Phonebox?
Is the Phonebox Mac compatible?
Do I need to have my computer on at the same time as my Phonebox?
Will I be charged extra by my Internet provider for using Callserve?
Does the Phonebox offer 999 / 911 dialling?
Will my Phonebox work when I travel?
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 offer?
Does the Phonebox work in every country?

Your Phonebox Order

Does my Phonebox come with a warranty?
What is supplied in the Phonebox package?
Will I have to pay taxes or duties on my Phonebox order?
How long will it take me to receive my Phonebox?
Can I track the delivery of my Phonebox?
Is there a money back guarantee?
My package arrived damaged. What should I do?

Installing Your Phonebox

Where can I find the installation guide for my Phonebox?
What kind of modem do I need to use my Phonebox?

Phonebox Basics

1. What do I need to use the Callserve Phonebox?

To make calls with a Callserve Phonebox you will need the following items:

A Callserve Phonebox 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 installation.
An ordinary telephone handset.

2. Is the Phonebox Mac compatible?

Yes. The only time that you will need to use your computer is during the installation of your Phonebox 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!

3. Do I need to have my computer on at the same time as my Phonebox?

No. You do not need to have a computer on to make calls with your Phonebox. You will only need access to a PC when you first setup your Phonebox and whenever you need to top-up your Callserve account.

4. 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.

5. Does the Phonebox 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.

6. Will my Phonebox work when I travel?

You can use your Callserve service anywhere that you have access to a broadband Internet connection, a broadband modem/hub/router and a PC connected to the network in question to setup your Phonebox.

Remember, you can always use the Callserve PC phone software when you are travelling, without the need to carry your Phonebox with you.

7. What happens when I have a power cut or if I lose my Internet connection? Will my service still work?

Your Phonebox will not work in the event of a power outage or if you lose your Internet connection. However, your Phonebox settings will have been saved and you will not need to reconfigure your device after your power or Internet connection has been restored.

8. What other features does the Phonebox offer?

Currently the Phonebox has a very simple task – providing you with an additional, pay-as-you-go telephone line for outbound calls that lets you call internationally at rock bottom rates.

However, we have plenty of add-on services up our sleeves for the coming months so please watch this space for how you can put your Phonebox to even better use in the near future!

9. Does the Phonebox work in every country?

The Phonebox device works in 95% of countries including all of Europe and the US. If you'd like to be extra sure that the Phonebox will work in your country then please do not hesitate to contact our Customer Support Team for more information.

Your Phonebox Order

1. Does my Phonebox come with a warranty?

Callserve Phonebox Warranty Statement

a. Callserve Phonebox 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 Phone Adapter will be sent to the customer.

b. If you received a Callserve Phonebox 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 will be reclaimed by Callserve Communications Limited.

Callserve address
Callserve Communications Limited
1 Harbour Exchange Square
London E14 9GE
United Kingdom

2. What is supplied in the Phonebox package?

Your Phonebox package includes the following items:

1 x Phonebox 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) Requirements: INPUT: AC 100-240V 50/60Hz 0.25Amax OUTPUT: DC5V 1A.
1 x Ethernet cable
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 correctly.

3. Will I have to pay taxes or duties on my Phonebox order?

VAT at 20% will be applied to all orders placed in or delivered to countries within the EU. If you purchase a Phonebox you will be responsible for any additional duties brought to bear at your delivery destination.

4. How long will it take me to receive my Phonebox?

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.

5. Can I track the delivery of my Phonebox?

No tracking of your delivery is currently available. Your Phonebox will be delivered by an insured carrier and will require a signature upon delivery to guarantee the receipt of your Phonebox.

6. Is there a money back guarantee?

Although we are almost certain that you will be happy with your new Phonebox, 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 will be reclaimed by Callserve.

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 is dispatched to you as soon as we receive your damaged device.

Installing Your Phonebox

1. Where can I find the installation guide for my Phonebox?

You should have received a Quickstart CD with your Phonebox package. However, if you did not receive one then please contact Our Customer Services Team for an electronic copy.

2. What kind of modem do I need to use my Phonebox?

The Phonebox is ideally suited to Callserve users who have an Ethernet modem/router for their broadband Internet connection. Once the Phonebox 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. If you have a USB broadband modem then you will need to plug your Phonebox into your PC's Ethernet port in order for it to work correctly. If you have a USB modem you will need to leave your PC on in order to make your phone calls. Full instructions are included with your Phonebox. If you require further information about Phonebox installation with a USB modem then please contact our Customer Support Team.