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Questions / Answers
How to subscribe
I have several telephone sets at home. Must I take out several subscriptions?

For a traditional analogue phone set, not IP compatible, each set will have to have an ATA (what is an ATA ?) to be able to make calls via the Internet network of 3Starsnet but the ATAs need not necessarily be configured with different (subscription) numbers.  A IP phone (VoIP compatible) does not require a different number per set either.  A telephone set an actually be configured with the same number.  The result will be that all the telephones will ring at the same time when that number is dialled.

Will my number appear in the telephone directory?

Unless you request expressly otherwise by email, your number will be automatically published in the telephone directories.

Can I choose my telephone number?

Your telephone number is generated automatically when you subscribe.  You may, however, keep your current number.  In such a case, we will ask your operator to transfer your number(s) (link to porting procedure).

How do I subscribe?

Click on "Try the telephony of tomorrow in 3 steps" on the home page and follow the intructions

What are the conditions for obtaining a number?

We must have an address in the desired area.  This means that you cannot have a number starting with 02 (Brussels) if you live in Liège (04 area) and vice-versa.

Which number can I have ?

Numbers are available in all areas.

Can I have a secret number?

The same rule applies as for publication in the telephone directory.  You must send a request to that effect to us  by email. This service is free of charge.

Why do you need my address?

You can choose whether you want your number published in the White pages (for private and companies) or Yellow Pages (only companies) or to have a secret number.  However the emergency services require us to provide the address linked to a telephone number that they will use when you call them. That is the reason why you must also mention us any address change.

Telephone number portation - What is this and how do I do?

Telephone number portation - What is this and how do I do?

 

You want to keep the telephone number (landline) you always had in years? With 3Starsnet not worry, you can keep your current number and transfer it to our network using the following procedure:

Go to the shop – New subscriptions. Put in your basket a geographic number of the geographical area where you live. If you click Yes to the question "Do you require number portability" appear the words "Download PDF".

 

Print this document, complete it and send us the original (Mandatory) duly signed by post.

 

After checking (payment receipt) and validation (completed form), we introduce the request of transfer within 48 hours with your operator. Upon receiving confirmation that the export has been accepted, we will confirm by email the date of export, in average 7 days. 1 to 3 days before the date of export, we will send you an email asking you to register the device you will use with our services and confirm that you are ready. We then test the line, and on the planned date the transfer will take place. Once it done, we will send you a confirmation email.

 

Important Notes:

- Do NOT cancel your contract with your current provider. The export of your number by itself terminates a contract with the operator.

- If you have a Belgacom ADSL (and only Belgacom) and that ADSL uses the phone line for support, you must first ask Belgacom (Tel: 080 033 800) to change your ADSL fixed line to a DSL line without Fixed line (raw copper). Indeed, in the other case your line will be cut following the number . Without broadband, you can not start with internet telephony. Belgacom will give you a date they will make the change. Communicate us that date and we will then transfer your number the same day avoiding any interruption of service.

I have a Belgacom ADSL line. What to do ?

I have a Belgacom ADSL line. What to do ?

- If you have a Belgacom ADSL (and only Belgacom) and that ADSL uses the phone line for support, you must first ask Belgacom (Tel: 080 033 800) to change your ADSL fixed line to a DSL line without Fixed line (raw copper). Indeed, in the other case your line will be cut following the number portation . Without broadband, you can not start with internet telephony. Belgacom will give you a date they will make the change. Communicate us that date and we will then transfer your number the same day avoiding any interruption of service.

If you want to connect a Fax

If ou want to connect a Fax

We cannot guarantee your fax equipment will function correctly on our network.

Can I obtain a DID number in any country ?

Can I obtain a DID number in any country ?

 

For most countries you can obtain a DID number. 

Some countries are requesting following conditions :

China

User's Registration Required:
*2 forms of proof of Current Address 
*Passport or Identity card copy
*Name, business and phone contact details

 

Due to regulation status in this region we cannot provide any SLA and service can be disconnected at any time.

 

France Regional Number

User's Registration Required:
*Current Address in France (must be the same as DID area code ordered)
*Copy of any facilities bill including address
*Passport or IC copy
*Name, business and phone contact details

 

France National Number

User's Registration Required:
*Current Address
*Passport (must be French)
*Name, business and phone contact details

 

Germany

User's Registration Required:
*Current Address in Germany (must be the same as DID area code ordered)
*Copy of any facilities bill including address
*Passport or IC copy
*Name, business and phone contact details

Greece

User's Registration Required:
*Current Address in Greece; 
*Copy of any facilities bill including address;
*Name, business and phone contact details.

 

Hong Kong

User's Registration Required:
*2 forms of proof of Current Address 
*Passport or Identity card copy
*Name, business and phone contact details

Due to regulation status in this region we cannot provide any SLA and service can be disconnected at any time.

Italy

User's Registration Required:
*Current Address in Italy (must be the same as DID area code ordered)
*Copy of any facilities bill including address
*Passport or IC copy
*Name, business and phone contact details

Japan

User's Registration Required: 
*Current Address 
*Passport or ID copy 
*Name, business and phone contact details


 

Malaysia

User's Registration Required:
*Current Address (office/house address)
*Copy of any facilities bill showing the local address (Malaysian);
*Passport or ID copy
*Name, business and phone (landline) contact details
*Utility Bill

 

Moldova

User's Registration Required:
*Current Address in Moldova Chisinau
*Copy of any facilities bill including address
*Passport or IC copy
*Name, business and phone contact details

 

Portugal

User's Registration Required:
*Current Address in Portugal; 
*Copy of any facilities bill including address;
*Name, business and phone contact details.

 

Russian Federation

User's Registration Required:
*Current Address (street, number, postal code and city)
*Passport or ID copy
*Name, business and phone contact details

 

Singapore

*Copy of any facilities bill showing the current address 
*Passport or front and back of IC COPY 
*Your name, business and phone contact details.

NOTE: document verification might take up to 60h

 

Ukraine

User's Registration Required:
*Current Address
*Passport or ID copy
*Name, business and phone contact details

Cost / Payment
What happens if I exceed my paid minutes credit?

Two options: 

  1. You have a normal subscription.  In this case, you will be notified by e-mail when your balance reaches €5 asking to recharge your account. 
  2. If you have opted for a package, once your minutes credit is exceeded, you will be switched automatically over to our normal tariffs if your account need to have a postive call credit.
What about the cost of international calls?

International calls are charged in most cases at barely more than the rate of a national call.  Moreover, we offer packages including a certain number of destinations, enabling you to save even more than with a normal subscription.

How long is my call credit valid?

The call credit is valid for 6 months. 

Is my payment secure?

Yes.  We use Ogone, a well-known and secured online payment system. If you have a problem do not hesitate to contact us via the form.

Can I view my minutes credit?

Of course.  When you register, you will receive a login and a password by email giving you access to a web interface so that you can look up your balance. Click on Login on the homepage and further on  web.3starsnet.com.

How much does a telephone call cost me via the Internet ?

Calls between 3StarsNet customers are FREE of charge.  Calls to other operators are paying.  However, the cost of a call to another operator is probably a fraction of what you pay today. Please look at our online shop.

I do not have a credit card. How can I order?

You do not have to have a credit card to be able to order on the site.  You can also pay using the home banking system of most Belgian banks (means of payment)

Will I have to pay monthly charges?

No.  The subscription for your number is yearly.

How would I get my bill?

Once your payment has been accepted, you will receive an email containing your invoice that you can print.

Why must I pay for my calls in advance?

If you have looked at  our prices you will have noted that we are probably among the least expensive on the market. To offer you these prices, we have to keep our administrative costs as low as possible and have to automateas much as possible the administrative procedures, including credit management.

General information
What is so special about an IP (internet) phone?

An IP (internet) phone is specially designed to make calls via the internet network of 3Starsnet. There are all kind of such phones, including IP compatible and traditional telephony phones. Those phones give you the opportunity to become 3Starsnet customer in keeping your traditional current line.

See our shop.

Where can I phone via the Internet network of 3Starsnet ?

With the 3StarsNet network, you can call everywhere in the world to fixed or mobile phones, as with a traditional phone. On top of that you can receive calls on this phone without having to be connected permanently on Internet. Nice isn't it ?

What do I need to phone via the Internet?

An Internet line, an Internet telephone set or a traditional set connected to the Internet via an ATA.

What is the IP (internet) telephony of 3Starsnet ?

The IP (internet) telephony of 3Starsnet is a technology used to transmit voice via your Internet connection.  Thanks to the globalisation of the Internet, and the interconnections to the main telecom operators, 3StarsNet can offer you telephone connections wherever you want in the world.

Do I need a PC to telephone via the Internet?

You do not have to have a PC to call via the Internet network of 3Starsnet. Thanks to the ATA plugged into your analogue phone or an IP telephone, your PC does not need to be switched on.  On top of that on the 3Starsnet network, you can also use your PC like a "hone" by downloading a sopftphone software and then using a headset and a microphone.

What does VoIP stand for?

 Voice Over Internet Protocol.

What type of Internet connection do I need to telephone via the Internet?

Any quality connection will do.  Any ADSL or cable TV connection is ideal for a quality connection.

What is an ATA?

ATA stands for Analogue Terminal Adapter and is a small box which enables you to connect your traditional phone to the Internet. This device transform your analogue line into a VoIP line.

You can find it in our shop "ATA and fixed IP (internet) phone"

Delivery
When can I expect to get my number?

You will receive an email within 24 to 48 hours containing the details you need to use your number (SIP password and web password).

More than 48 hours have gone by and I have not received my device. What must I do?

If it does not have to be configured by our technical service, use the  contact form to contact us. We will send you the track and trace number of the parcel and trace it at  Taxipost.

I have ordered a device. When will I get it?

Your device will be delivered within 48 hours by Taxipost.  The delivery may take longer if the device has to be configured with a telephone number by one of our technicians.

Use
Can I consult the list of calls I have made? How? How far back can I go?

Thanks to the web interface, you can consult the history of calls (incoming and outgoing) at any time, going back 1 month.  You can also download these calls in an excel file to keep track of them.

Can I use my current telephone set to phone on the Internet?

If you install an ATA, you can use your current phone without any problem at all.

How can I connect to the 3StarsNet voicemail service?

You can listen to your voice messages in the web interface or on your PC in your mailbox in .wav format.

How can I change packages?

To change a package, use the contact form to contact us, and we will look into what can be done.

What is Fax2mail ?

Fax2mail enables you to receive your faxes in your mailbox.  At the price of €60 per year (subscription to number included) you can say goodbye to wasted paper, and print only what really interests you!

Can I use my fax?

No. We have no fax service.

Can I customize my voicemail?

Yes.  You can do so through the web interface using a prerecorded message in .wav format.  This file can then be uploaded to replace the existing message.

Do you have a voicemail function?

3StarNet offers you a centralised voicemail service.  You can customise your voicemail through our web interface.  Moreover, you will be notified by email each time a new message is left in your mailbox.

Can I divert my calls to a friend or relative when I go on holiday?

Yes.  This functionality can be configured via the web interface.  If it is a 3StarsNet number, it is free.  If it is a mobile telephone number or a number of another telecom operator, you will pay the price per minute for the transfer to the fixed or mobile operator.

I have lost my login and password. How can I recover them?

Your login is your email address.  Your password can be sent again by email.  Click on Forgot password and enter your email address.  A new password will be sent to you in a few minutes.

Miscellaneous : calling, shop,...
I cannot call or receive calls. What to do ?
  1. First check that the phone is plugged in (power), check also the modem and if the modem is plugged in.
  2. If everything is plugged in, unplug the modem and the phone for at least 30 seconds from the power supply.
  3. If, despite this manipulation it does not work, you will have to reconfigure the phone.
  4. If, despite the reconfiguration of the phone, it still does not work thank you for contacting us via the support form.
Why was I disconnected when my phone was working fine before?

Why was I disconnected when my phone was working fine before?

Cela peut être du à une mise à jour de votre ligne ADSL faite par votre opérateur ou à une coupure d’électricité

Cela peut être du à une mise à jour de votre ligne ADSL faite par votre opérateur ou à une coupure d’électricité

I can call and receive calls but I can not hear my correspondent. What should I do?

I can call and receive calls but I can not hear my correspondent. What should I do?




You must open ports on your modem-router. Have a look at our Technical FAQ.  If your modem-router is not in the list , please refer to the manual of your device.

I cannot log on the Online shop neither on the Web interface. What to do?

On our online shop your login is your email address and password that you created when you ordered the first time. If you forgot your password, no problem! Click on "Find" and enter your email address, the password will be sent.

On the Web Interface, the login is your phone number and the password is the Web Password you received via email when creating your telephone number. If you forgot your password, as for the Online Shop click on "Get new password" and follow the instructions.

Despite correct identification data, I always return to the same page. What's going on?

Despite correct identification data, I always return to the same page. What's going on?

This problem is the cache memory of your computer. Just clean your browsing history from your browser (Internet Explorer, Mozilla, Safari, ...) and restart.

Is my SIP account correctly saved?

Is my SIP account correctly saved?




Check the configuration of your SIP account:

SIP username: 02888 .... (Your phone number 3StarsNet)

Authentication name: 02888 .... (Your phone number 3StarsNet)

SIP password: ******* (password you received when creating your subscription)

Register address: sip.3starsnet.com  Proxy address: sip.3starsnet.com

Register port: 5060

Local Port: any 

My Siemens code does not work

My Siemens code does not work



Your Siemens code is valid for 5 days. After this period, the code is deleted from the database.

You must re-register and request a new phone number from 3StarsNet.

Technique/How to start
3StarsNet is cheaper ? Do the calculation in 5 steps !
3StarsNet is cheaper? Do the calculation in 5 steps!

3StarsNet is cheaper? Do the calculation in 5 steps! 

 1. First, compare the services covered by your contract with your operator (what types of calls are included in your subscription) and your calling patterns. Compare the cost of monthly subscription with the cost of a subscription 3StarsNet (geographic subscription :. € 20 / year including VAT, or € 1.67 per month including VAT). 

 2. Depending on your calling profile and the agreement with your operator, calls to landline (no phone calls included in the subscription, or just off peak calls, or fixed stations in Europe, ....) are included or above the cost of your subscription . With your current telephone bill, make an inventory of all your calls ( included in your subscription and above ). Look at the price of these communications in our price list, and add this amount in 1. 

3. If you call other countries other those included in the package of your current subscription, or you call during peak hours when your subscription covers off peak, ... you must add the cost of those communications to point 1 and 2 . See our 3StarsNet price list . 

4. GSM calls are generally not included in a package. Take inventory of your GSM calls and their cost, and recalculate the cost with 3StarsNet using our price list., And add these amounts to the result of previous points. 

5. What additional features do you use,  such as voice mail, display, signal for second call, call forwarding, 2 simultaneous calls, the details of your calls, ... These functions are provided in your basic subscription at 3Starsnet there where they will be invoiced on top with most operators. Add these costs to the previous result. 

And we're ready. Look at the results and decide.


The advantages of 3Stars Net :

Have a look at our tariffs and compare...
No, you are not dreaming!

Measurable savings

Easy as hello
Click on "Test the telephony of tomorrow in 3 steps" and you will see.

Fast and easy
to install

Amazing! It's as if the person you are talking to is right next to you.

Impeccable quality

Try it while keeping your traditional telephone,
you will be quickly convinced.

A solution
without risks

Questions ?

3StarsNet, the leading Belgian operator in hi-quality Voice over IP (VOIP and SIP Trunk). Save on all your phone calls thanks to our tariffs, tailor-made packs, promotions and subscriptions !