Frequently Asked Questions

About Internet Call

• 1) What is Internet Call? Ans: SunPage Internet Call (SIC) is a service that enables you to connect your friends and contacts using the internet to make affordable calls to any regular telephone (fix or mobile phones) around the world. All you need is broadband internet connections, any standard SIP enabled devices (link: mobile phones list) or our SIC phone installed on your computer.
• 2) How to register to SIC? Ans: For postpaid customer, you can use SIC service immediately. Use your SunPage assigned 10-digit PIN or call our from our friendly customer support officer at Careline 6483 3333 to request for your 10-digit PIN.
  For prepaid customer, you can use SIC service with SunPage Calling Card – SunPage CallBack card or SunPage International CallIngg Card (ICC). SunPage Calling Cards can be purchased from any of our dealers island-wide.
  If you are not a SunPage customer, call our Careline 6483 3333 to register as a postpaid customer at NO registration charges and NO monthly subscription fees.
  
• 3) Who can use SIC? Ans: All SunPage customers can start using SIC service.
  1) Simply download and install the SIC phone from our Web Site (URL) to your computer.
  2) If you are a postpaid customer, make sure you have your 10-digit PIN.
  3) If you are prepaid customer, purchase a SunPage Calling Card.
  
• 4) How much savings can I get from using SIC? Ans: Our internet call rates starts from as low as 5¢ per min and 3¢ per min to call Singapore when overseas. You get GREAT SAVINGS of up to 90% on your iDD calls and NO ROAMING charges when you call Singapore or other destination when overseas.
• 5) What are SunPage’s IDD charges? Ans:
  For calls to Singapore: $0.03 per minute
  
  For calls to overseas: The rate depends on the destination country. Our rates start from as low as 2.5¢/min
  
  Please visit SunPage website @ www.sunpage.com.sg or contact SunPage Careline @ 6483 3333 to enquire on the rates.
• 6) Are there any charges for downloading SunPage Internet Call Phone? Ans: There is no charge when you download the SIC Phone.
• 7) Are my SIC calls secured or encrypted? Ans: Calls to standard telephone or mobile numbers are encrypted until they reach public switched telephone network.
• 8) Does SIC contains any Spyware or advertising? Ans: The answer is simply no.

Prepaid Users

• 9) How to register to SIC? Ans: For prepaid customer, you can use SIC service with SunPage Calling Card – SunPage CallBack Card or SunPage Calling Card (ICC). SunPage Calling Cards can be purchased from any of our dealers island-wide.
• 10) Can I use other operator’s calling card for SunPage Internet call Service? Ans: SunPage Internet Call works solely with the SunPage Calling Card.
• 11) I’m a prepaid card user. How do I continue using SunPage SIC after I used up my card? Ans: For SunPage CallBack Card, you may top up the value. For SunPage Calling Card (ICC), you can get another SunPage prepaid card.
  
  OR
  
  You can register with SunPage for postpaid service with a free pin and enjoy 200 free minutes for local call / overseas callback to Singapo

Getting Started

• 12) What are the computer requirements to run SIC program? Ans:
  Minimum system requirements:
  1) Operating System - Windows® 2000, Windows® XP
  2) Internet Bandwidth - Broadband, Wireless Wifi, LAN
  3) Processor - Intel® Pentinum III 700MHz or equivalent.
  4) Memory - 256 MB RAM
  5) Hard Disk Space - 30 MB
  6) Sound Card - Full-duplex, 16 bit
  
  Multimedia device requirements:
  To make SIC call, you need to have both speakers and microphone. Any of the following configurations are acceptable:
  1) External speakers and microphone.
  2) Built-in speakers and microphone.
  3) Dual-jack multimedia headset.
  4) Bluetooth® multimedia headset.
  5) USB multimedia headset.
  6) USB phone.
  
• 13) How do I set up my PC? Ans:
  1) Make sure you have minimum requirements for the PC (See above).
  2) You are connected to a broadband internet network with at least a 64Kbps connection.
  3) If you are behind a firewall (System or infrastructure) open the port standard SIP ports (5065, 5060) to allow the connection to be established.
  4) Download and install the SIC program from web site: http://www.sunpage.com.sg/sic/sic_nokia.sis
  
• 14) How do I use the SIC on my PC? Ans: Download and install SIC program onto your computer. Once you have installed the application, activate your SIC with:
  Your registered mobile number and 10-digit PIN if you are SunPage registered customer.
  
  OR
  
  Enter the serial number and PIN from the SunPage prepaid card.

Using SIC Program

• 15) How do I know that I am connected to SIC service? Ans: You will see “Ready To Call” indicated on the screen of the SIC program once you get connected.
• 16) How do I make a call from my desktop / laptop? Ans: You can either key in country code + area code + destination number.
  
  OR
  
  From your address book, select the desired contact that was saved previously.
  Followed by click Call button
• 17) How do I receive a call on my desktop / laptop? Ans: In this stage of the service, your friends are unable to contact you when you are on SIC from a regular phone. This is because we have not assigned a standard call in number that is recognized in the regular public telephony network. However you can still make calls to a regular phone at very competitive prices.
• 18) Can I use the SIC abroad? Ans: You can use SIC anywhere in the world as long as you have a proper broadband connections without any block of the ports used for SIP connections.
• 19) How much bandwidth does SIC use during a call? Ans: The codec used by the SIC is compressed to use less bandwidth for optimum quality. In general, you only need about 25Kbps for a call connection.
• 20) I don't have a microphone or headset. Can I still use SIC? Ans: You are still able to use SIC to communicate if your desktop or laptop has a built-in microphone and speakers.
• 21) Can I use SIC on my Mac or Linux? Ans: Currently the desktop SIC application cannot be used on Mac or Linux OS.
• 22) How do I make a call to another SIC user on the internet? Ans: We currently do not support on net calls. However, this service will be supported in the future.
• 23) Can I receive calls from a regular phone when I am on SIC? Ans: In this stage of the service, your friends are unable to contact you when you are on SIC from a regular phone. This is because we have not assigned a standard call in number that is recognized in the regular public telephony network. However you can still make calls to a regular phone at very competitive prices.
• 24) How do I add new contacts to my contact list? Ans:
  1) To add new contact > From Address Book > Click New.
  2) Enter Name and Phone Number in each respective field in the pop-up window that appears. Note: for telephone number: Enter country code, area code (if any) and telephone number.
  3) Click OK when you are done
  4) The contact details will be added into the address book. Continue to add in new contacts as desired. When you are done, click Cancel to exit.
  
• 25) How do I add new contacts to my contact list? Ans:
  1) To add new contact > From Address Book > Click New.
  2) Enter Name and Phone Number in each respective field in the pop-up window that appears. Note: for telephone number: Enter country code, area code (if any) and telephone number.
  3) Click OK when you are done.
  4) The contact details will be added into the address book. Continue to add in new contacts as desired. When you are done, click Cancel to exit.
  
• 26) How do I delete contacts from my contact list? Ans:
  1) From Address Book > select the desired contact > Click Delete
  2) Click OK to confirm that you want to delete the contact.
• 27) How can I make a call from my contact list? Ans: To make a call from my contact list, from the address book > select the desired contact > Click Call button
• 28) Why do I experience interference during my SIC call? Ans: It is possible you have a bad connection either at the internet connection or to the PSTN network. If the problem persists, hang up the call and try to establish the call again.
• 29) Can I call every numbers in every country? Ans: SIC offers calls to all standard fixed and mobile numbers in the world at extremely competitive prices. It might not be possible to access some premium service numbers or other special numbers in some countries.
• 30) What should I do if I can’t seem to reach a specific country? Ans: Due to fluctuations in the public switched telephony network we can not always guarantee the quality or reliability of SIC calls. This is only temporary, and we ask you to please try again later. However, if the problem persists, please report this destination with your username to our customer support.

Troubleshooting

• 31) I am having problems connecting to my home / corporate Wifi network. Ans: Depending on your WLAN security settings of Home or Office network, there maybe a secured connection that requires a WEP key. As such, it is advisable to approach your corporate IT personnel for assistance.
• 32) I cannot download the SIC program. Ans: On your desktop go to SunPage website: check that you are able to connect to Internet and no firewall or program download restriction on your desktop/laptop.
  If you still encountered problems downloading the SIC program, kindly contact our CareLine @ 6483 3333 for assistance.
• 33) I am having problems connecting to SIC service. Ans: There are a few possible factors. Basically, you can check on the following areas
  1) WiFi connection: Check if the signal is good in the area that you are located. If there is no signal or the signal is weak, you may have connection problems.
  2) Registered number or card serial number: make sure that telephone/mobile number you have entered is registered number or the prepaid card you are using has not expired.
  3) 10 digit PIN: check that you have entered 6 digit Card number followed by 4 digit PIN number.
  
  If you have checked all the above areas and find that you are still encountering problems with the connection, please contact our CareLine @ 6483 3333 for assistance.
• 34) I am getting distortion from my connection. Ans: There are several possible factors that can introduce distortion to your connection.
  1) Your broadband connection.
  2) During peak call hours for the server.
  3) The public telephony network that your call goes to.
  
• 35) I don’t hear anything what’s wrong? Ans: You might have forgotten to on you microphone or speaker, please make sure they are connected to your computer and that they are working properly. Also check that the “Mic Mute” and “Spk Mute” mode is not turned on.
• 36) Why did I get disconnected in the middle of my conversation? Ans: It’s possible that the call was inadvertently terminated. This might be due to a bad line connection or that your account balance may be depleted. Please check your account balance. If you still have a positive balance, please try to call again.
• 37) If I have problem connecting to WLAN, who shall I call? Ans: Your ISP, WLAN operator or device manufacturer will be able to advise you on WLAN connectivity.
• 38) I really need more help, who shall I call? Ans: No worries. Should you require any assistance or have any feedback with regard to SunPage Internet Call, please contact us through the following channels:
  1) Careline at 6483 3333, Mondays to Saturdays, 9am to 9pm.
  2) Email: sunpage@nexwave.com.sg
  3) Website: www.sunpage.com.sg