FAQs

General Office Hours:
9 a.m. to 7 p.m. Mon-Fri
11 a.m. to 4 p.m. Sat
(time zone GMT + 5:00)

Technical Support Office Hours:
9 a.m. to 9 p.m. Mon-Fri
11 a.m. to 4 p.m. Sat-Sun
(time zone GMT + 5:00)
E-mail: support@nergytelecom.net

In order to start dispensing our services to customers it is required that you fill out and return the Application Form. Following this you are required to make an initial prepayment of no less than 500 USD for service usage. This amount will be credited towards your future traffic consumption.

After the initial payment is received, it will take approximately 1-2 working days to set you up.

You will need to do the following:

1. Purchase a bundle with CallShop software or Call Meter and a VoIP gateway (either included from us or using your own existing one). The number of FXS ports depends on the number of booths or phone sets you have enabled.
2. Obtain internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay)
3. Purchase phone sets for call booths. These phone sets for booths will have to be connected to the VoIP gateway

No, if you purchase VoIP equipment from Nergy Telecom, we will make the necessary configuration remotely. Therefore, you will only have to connect it to the Internet and assign a global IP address to the device.

No, in the event that you use your own gateway, you will be provided with configuration instructions. You will also have the option of purchasing the Software or Call Meter device.

It is not necessary but recommended. The account management tool is provided via a web interface, which can be accessed from any computer connected to Internet at any time.

No, we will only charge you for successful calls.

Yes, you will be able to view billing reports in the Account Management interface.

Nergy Telecom reserves the right to suspend your CallShop account if it has not been generating voice traffic for several months and/or your balance is below zero.

A prepayment of no less than 500 USD should be made in order to reactivate the suspended account.

The account will be reactivated within 1 working day after receiving a prepayment.

Nergy Telecom is connected to major carriers, which ensures the high quality of our services. Nergy Telecom is constantly working to improve the quality of services provided.

A minimum bandwidth of 16 Kbit/sec is required per each port of the VoIP Gateway (i.e. 64 Kbit/sec will be required for 4 ports if widespread codecs G729 or G723 are used).

SIP and H 323 protocols and codecs G729, G723, G711 are supported.

Nergy Telecom will provide a 1-year (12 consecutive months) warranty from the date of purchase.

No, you will pay only for the actual usage of the services.

Currently, you can make payments via bank/wire transfer, Western Union Quick Pay, using a credit card through the MoneyBookers payment system, or you can choose the most convenient method from the list available at Stratocash: Pay by Cash, CertaPay, e-Gold, GoldMoney, NETeller, Paysafecard, Wallie Card, WebMoney transfer, Western Union SwiftPay, TravellersExpress MoneyGram, MoneyOrder / Cashiers Cheque.

The payments should be made in USD. If you choose to pay in another currency the amount received will be converted to USD using the market exchange rate and will then be credited to your account.

When the payment is made via bank/wire transfer it usually takes up to 4-5 working days to reach our account. Please note that in some cases it may take longer. The time required depends on the country of origin and the corresponding bank through which the payment is made.

Unfortunately, the payment is credited to your account only when it is actually received by Nergy Telecom.

You will be charged at a 1-second billing increment.

As soon as we receive the payment we credit you within 1 hour (this only applies within working hours).

Unfortunately at this time we are only able to provide you with assistance within our office hours. However, we have found that there are very few cases where our assistance is required overnight or at the weekend.