Frequently Asked Questions

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General

Can I get Purecom Broadband or VoIP services in my area?

Purecom VoIP Services are available in all 48 contiguous United States and Hawaii. The service requires only that you have a broadband internet connnection such as DSL, Cable, or T1.

Purecom Broadband Services are available in most metropolitan areas within the 48 contiguous United States. Our nationwide network can be found in over 900 cities and 117 major markets, reaching over 50% of U.S. homes and businesses. Click here to check for availablility

What is ClearLink™ DSL?

ClearLink™ vs. Line-share DSL Line-share or "traditional" DSL installs over your existing local phone service. ClearLink™ or "stand-alone" DSL does not require traditional phone service and uses a dedicated line. ClearLink™ is a great choice if you use your cell phone as your primary phone, or want to switch to feature-rich VoIP phone service.

What is DSL, ADSL, SDSL, IDSL?

Asymmetric DSL, also known as "ADSL" or simply "DSL" is a service where download/upload speeds are different. SDSL and IDSL are both Symmetric DSL services, which means your download/upload speeds will be the same. Symmetric DSL tends to be a better fit for business applications. IDSL is ideal if you are too far from the telco central office and cannot qualify for ADSL or SDSL.

What is T1 or Bonded T1?

T1 is a business-class data service with sysmetric upload/download speeds up to 1.5 Mbps, offering exceptional reliability with very low latency and packet-loss. Bonding technology allows two Purecom 1.5 Mbps T1 circuits to seamlessly operate as one connection, requiring a single piece of hardware.

How will I be billed for service?

Base monthly service charges are billed the month prior to receiving service. Usage based elements of your services, such as long distance, overages, etc. will be billed the month following service. Payments are processed automatically each month using the credit card or bank account you have provided. Accounts will be invoiced solely via email unless a physical paper invoice is requested for an additional charge per invoice.

Purecom's online account management and billing lets you view your billing statements and make payments online. You can also view current and previous invoices, billing and charge summaries, monthly usage, and payment history.

Broadband Service

When will my new broadband service be installed/activated?

DSL Line-share services are typically activated within 5-10 days of the day you place your order. ClearLink™ DSL, SDSL, IDSL and T1 service activation generally takes 10-15 days from the date of order.

Do I need any special equipment for broadband service?

Purecom broadband services require a special hardware kit which contains a DSL Bridge, DSL Router or T1 Router depending on the service you have selected. Hardware options will be available when you place your order. For DSL Line-share service, you may use your own DSL hardware, provided it meets our service requirements. This option is not available with ClearLink™ or T1 service. No configuration support is available for end-user provided equipment.

Will Purecom allow me to run servers on my broadband connection?

Sure, we actually encourage our broadband customers to run their own services if the wish to do so. We do however have a strict policy on spam and illegal content. Please review our Terms of Service for details.

Does Purecom offer static IP addresses with broadband service?

Static IP addresses are available with most of our broadband services. Additional addresses may be purchased for a small monthly fee. See your specific service plan for details. Purecom Business Broadband services offer up to 256 static IP addresses.

Does Purecom allow broadband connection sharing with friends/neighbors?

Yes we do. This works great for customers who can't get DSL and opt for a more expensive T1 connection. You can split the cost with you neighbors and everyone gets affordable high-speed internet.

VoIP Service

What is VoIP or Voice-over-Internet-Protocol?

VoIP is digital telephone service that runs over a broadband data connection such as DSL, Cable, or T1. Purecom VoIP offers feature-rich digital phone service with crystal-clear call quality.

What is PBX, Hosted/Virtual PBX?

A PBX or Private Branch Exchange is private telephone switching system that allows telephone extensions to connect to each other as well as the outside world in addition to providing many valuable business-class telephony features such as Single or Multiple Inbound Numbers, Company Directory, Extension Dialing, Auto Attendant, IVR Menus, Agents/Call Queues, Time-Based Call Routing, Music-on-Hold, Voicemail, Conferencing and more.

A Hosted/Virtual PBX system simply delivers the PBX functionality as a service, available over the Public Service Telephone Network (PSTN) and/or the Internet.

When will my new VoIP service be installed/activated?

New phone numbers are typically activated within 5-10 business days of the day you place your order. If you decide to keep your existing phone number, it can take 10-15 business to port your number over to Purecom. Pre-paid VoIP termination is generally available within 1 hour of signup.

Are there any special hardware or Internet connection requirements for VoIP?

To use our VoIP services you will need a broadband Internet connection (DSL, T1, Cable) and a SIP capable VoIP device or softphone. Purecom lets you bring your own device (BYOD) or you may purchase a VoIP device from us when you sign-up. Please view our Equipment page for list of supported SIP devices. Our service supports the G.729, G.711 ulaw and G.711 alaw audio codecs with 20ms packetization. Note: Purecom does not provide configuration support for BYOD devices.

What is BYOD or Bring-your-own-device?

VoIP is NOT a one-size-fits-all technology. To give you the flexability you deserve, we offer "Bring Your Own Device" options for all of our VoIP services. Whether you plan to use a Softphone, ATA, or IP-Phone, Purecom makes switching to VoIP easier than ever.

Is Purecom broadband service required in order to get VoIP service?

Although there are definitely benefits in using Purecom's voice optimized network, it is not a requirement. In general most broadband connections from a reputable provider will perform adequately.

What VoIP protocols and media codecs are supported?

Purecom VoIP services use the SIP protocol, and supports G.729, G.711 ulaw and G.711 alaw audio codecs with 20ms packetization.