Frequently Asked Questions
Whether you're new to our services or a long-time customer, we know you might have questions. This section is designed to provide clear and concise answers to the most common inquiries we receive. Dive in to find the information you need and get the most out of your Mixvoip experience. If you don't find the answer you're looking for, feel free to contact our support team here.
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Question
Answer
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SLA
Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location.
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SLA
Internet packages differ not only in speed but also in the level of service guarantees (SLAs). A higher-tier SLA may cost more, but it provides faster response times and dedicated support. This is particularly important in industries like healthcare, finance, or retail, where internet downtime can cause financial losses, compliance issues, or even safety risks. Investing in a strong SLA protects your business continuity and ensures operations run smoothly in all situations.
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SLA
"Support hours" refer to the times customer service is available to help with general inquiries and support issues. "Fault processing hours" are specifically for technical teams to address and resolve service faults or disruptions, typically offering extended time slots to ensure you are never without internet.
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SLA
Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages for the needs of shops, restaurants, and salons. These packages come with very competitive pricing and provide support seven days a week to cover all your communication needs.
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SLA
Our Retail internet packages meet the demands of retail business operations during weekends and peak periods like Christmas, offer extended support hours and quicker intervention times, available seven days a week. These are designed to ensure reliability during critical business times, unlike our standard fiber options which cater to general needs with more affordable pricing.
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For selecting internet bandwidth, it's generally recommended to start with at least 1 Gbit/s, especially for businesses utilizing cloud services. If higher bandwidth is available at your location, opting for more can enhance productivity and prevent slow internet from impacting your operations. This recommendation applies both to large enterprises and SMEs, where the demand for bandwidth is consistently growing.
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Mixvoip ensures each customer receives a unique, dynamically allocated IPv4 address by default, with no sharing of IP addresses or use of carrier-grade NAT. For a nominal fee, this can be upgraded to a fixed IPv4 address. We adhere to strict net neutrality, blocking no traffic to provide the purest internet experience. IPv6 blocks are also available at no extra cost.
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Mixvoip does not provide router access by default but grants full administrative rights for free upon request, allowing customers complete independence in managing their IT and internet security. For connections like copper DSL and coax, a modem might be necessary; however, the setup remains transparent. Customers may also configure their own devices using provided PPPOE credentials or fixed IP parameters depending on the connectivity service selected.
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The installation cost depends on how accessible and roof-ready your location is.
If your roof is easy to reach and everything is prepared, Mixvoip can handle the setup directly: typically from around €150 (for customer-prepared sites where Mixvoip assists with configuration, testing, and consulting).
For more complex rooftop installations requiring professional mounting, waterproof sealing, and cabling, we may need to outsource the work after a site survey or detailed photos. In those cases, total costs can reach up to €2,000, depending on structure and access.
If your roof is easy to reach and everything is prepared, Mixvoip can handle the setup directly: typically from around €150 (for customer-prepared sites where Mixvoip assists with configuration, testing, and consulting).
For more complex rooftop installations requiring professional mounting, waterproof sealing, and cabling, we may need to outsource the work after a site survey or detailed photos. In those cases, total costs can reach up to €2,000, depending on structure and access.
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Satellite connectivity requires a clear, unobstructed view of the sky. The antenna must be placed outdoors, ideally on a rooftop or another elevated location free from trees, walls, or other obstacles. It cannot be installed indoors (such as behind a window or under a roof overhang), as this would block the satellite signal.
In most installations, the antenna is mounted on the roof, with a single PoE-powered Ethernet cable running down to the indoor router.
Mixvoip’s team will assist with configuration, positioning advice, and testing to ensure you get the best possible signal quality. However, we’re not certified rooftop climbers, so for rooftop access or complex mounting, we recommend using a qualified local installer for the physical installation.
In most installations, the antenna is mounted on the roof, with a single PoE-powered Ethernet cable running down to the indoor router.
Mixvoip’s team will assist with configuration, positioning advice, and testing to ensure you get the best possible signal quality. However, we’re not certified rooftop climbers, so for rooftop access or complex mounting, we recommend using a qualified local installer for the physical installation.
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The "monitoring and alerting" feature specifically tracks the real-time status of your network connectivity, sending alerts for any disruptions to ensure quick resolution. "Bandwidth graphs" visually represent the usage of your network's bandwidth over time, helping you monitor traffic patterns and manage network capacity effectively. Together, these tools are crucial for optimizing and maintaining reliable internet connectivity.
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We do have different internet packages for individuals. You can find all our internet offers directly on our Residential page.
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Not all Emios Internet packages are fiber-based. Some buildings are not yet connected to the fiber network, and only DSL may be available, offering speeds below 100 Mbit/s. You can verify the available options for your address using our internet search page. The fiber network is expanding quickly, so availability may improve over time.
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Yes, upgrading your internet line to a higher speed is in most cases easy. Just reach out to our sales team, and we can plan the upgrade without any intervention. Please note that in some scenarios, you might need to upgrade your router or choose a faster router from our managed router model to fully benefit from the increased speed.
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Perform a Speed Test:
We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as Wi-Fi), please connect your computer to the router using an Ethernet cable.
1. Visit the Speed Test Website:
Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED).
2. Interpret the Results:
YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware or network.
NO: If the results do not match the speed of your Internet subscription, please restart your router. Unplug the power from your router for a few seconds and then plug it back in.
We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as Wi-Fi), please connect your computer to the router using an Ethernet cable.
1. Visit the Speed Test Website:
Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED).
2. Interpret the Results:
YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware or network.
NO: If the results do not match the speed of your Internet subscription, please restart your router. Unplug the power from your router for a few seconds and then plug it back in.
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The contract duration of a new internet line is 2 years by default. Exceptions might apply for customized connectivity solutions. This will be clearly stated on our quote.
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With our internet installation packages, we can provide you with a Fritzbox for your connection. However, our technicians are trained to work with a wide range of modems. This gives you the flexibility to choose the modem that best suits your needs, and we’ll ensure your internet line is set up properly on the device you select.
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If you already have internet with Mixvoip and you are moving, you only need to contact our experts here, they will contact you back to plan everything, to make sure you have the new internet line when you need to.
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Absolutely! Whether you need a brand-new mobile number or wish to keep your current one, we've got you covered. We offer new mobile numbers and can also handle the porting process to transfer your existing number to our services, ensuring a smooth transition.
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Businesses often require the same upload and download speeds due to applications like video conferencing, data backups, and large file transfers. A symmetrical setup, though potentially more costly, avoids bottlenecks and should be considered for businesses with more than 30 users. Investing in a symmetrical connection ensures efficient data handling, minimizes latency, and supports consistent performance.
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The bandwidth on DIA (Dedicated Internet Access) lines is dedicated, not shared. These are point-to-point connections, meaning a specific portion of fiber is reserved exclusively for your use. Unlike shared technologies like X-GPON, DIA lines ensure consistent performance and reliable connectivity, as your bandwidth is not affected by other users.
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Yes, we offer highly redundant internet lines that enter the building through different paths. Many business premises can be connected via multiple routes, and we supply the fiber route maps, known as KMZ or KML files, for complete transparency. The internet lines can be set up to terminate on either separate routers or a single router. By using BGP (Border Gateway Protocol), we enable dynamic failover and manage redundancy.
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The IP address assigned to your services will come from Mixvoip's own block of IPv4 and IPv6 addresses. Mixvoip handles the allocation of IP addresses, ensuring optimal performance and adherence to internet governance standards. Both static and dynamic options are available, depending on client needs.
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Installing our own cables isn’t feasible due to the enormous logistical, economic, and ecological challenges it would present. It's more practical and sustainable for local infrastructure providers to build and maintain the raw cable infrastructure. This strategy is economically efficient and ecologically sound. By accessing these existing networks, Mixvoip focuses on delivering added value through our telecommunications services, ensuring customers receive high-quality, cost-effective solutions.
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Purchasing services directly from infrastructure providers often lacks the personalized service and customer support that Mixvoip offers. Beyond just providing connectivity, we add value with tailored solutions, expert support, and integrated services to meet specific business needs. In a business environment, support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.
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Not always. The available internet speeds and technologies depend on the infrastructure at your specific location. Send us your address and preferred options at sales@mixvoip.com, and we’ll let you know which solutions are available for you.
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Both cloud provider bill your outgoing traffic according to your usage. More information can be found here:
• Google cloud: https://cloud.google.com/network-connectivity/pricing#emear-updates
• AWS: https://aws.amazon.com/directconnect/pricing/#data-transfer-from-aws-region-or-local-zone
• Google cloud: https://cloud.google.com/network-connectivity/pricing#emear-updates
• AWS: https://aws.amazon.com/directconnect/pricing/#data-transfer-from-aws-region-or-local-zone
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Yes, AWS allows customers to encrypt data flowing between your servers and the AWS environment using IEEE 802.1AE (MACSEC). More information can be found here: https://docs.aws.amazon.com/directconnect/latest/UserGuide/encryption-in-transit.html
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We provide several test numbers you can use for different testing purposes:
+352 20 333 000: Perform an echo test to hear your own voice back.
+352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing.
+352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection.
+352 20 333 010: Listen to a metronome tone on our Supernode system.
+352 20 333 012: Access an audiobook service hosted on our Supernode.
+352 20 600 246: Call this number to hear your caller ID in an international format.
+352 20 333 000: Perform an echo test to hear your own voice back.
+352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing.
+352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection.
+352 20 333 010: Listen to a metronome tone on our Supernode system.
+352 20 333 012: Access an audiobook service hosted on our Supernode.
+352 20 600 246: Call this number to hear your caller ID in an international format.
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Question
Answer
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SLA
Internet packages differ not only in speed but also in the level of service guarantees (SLAs). A higher-tier SLA may cost more, but it provides faster response times and dedicated support. This is particularly important in industries like healthcare, finance, or retail, where internet downtime can cause financial losses, compliance issues, or even safety risks. Investing in a strong SLA protects your business continuity and ensures operations run smoothly in all situations.
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If we fail to meet the service levels outlined in your SLA contract, such as taking longer than the specified time to resolve an issue, you are eligible to claim SLA credits. You can initiate the claim process by filling out the form on our SLA claim page. Ensure to provide all necessary details about the service issue.
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We usually do not transfer SLA credits to your bank account. Instead, we issue a credit notice and deduct the amount from your next month's invoice. This method ensures that your account balance is adjusted accurately and efficiently.
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Once you fill out the form on our SLA claim page, we strive to process your claim as quickly as possible. Typically, it takes us between 2-3 weeks to analyze your claim and issue the credit notice. This time frame allows us to thoroughly investigate the reported issue and ensure accurate credit issuance.
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SLA
Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location.
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To check if your services are covered by an SLA or to upgrade your SLA, you can reach out to our account managers. They are more than happy to outline your current SLA coverage and discuss options for upgrades to meet your specific needs. You can book a meeting with your account manager here.
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Tag
Question
Answer
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windows
voxbi desktop
Yes, Voxbi supports the following devices through HID:
◦ EPOS Impact 1030 Single-Sided Wireless Headset for PC - High priority
◦ Dell WH3022 Pro Stereo Headset
◦ Lenovo Wired VoIP Headset
◦ Logitech USB Headset H570e Stereo
◦ Yealink WH62 Mono Wireless DECT Headset.
Additionally, we support all Jabra devices through Jabra's DSK (HID is not required).
You can connect both HID and Jabra headsets using either a USB cable or a dongle. Please note that Voxbi does not support Bluetooth connectivity for HID or Jabra devices.
◦ EPOS Impact 1030 Single-Sided Wireless Headset for PC - High priority
◦ Dell WH3022 Pro Stereo Headset
◦ Lenovo Wired VoIP Headset
◦ Logitech USB Headset H570e Stereo
◦ Yealink WH62 Mono Wireless DECT Headset.
Additionally, we support all Jabra devices through Jabra's DSK (HID is not required).
You can connect both HID and Jabra headsets using either a USB cable or a dongle. Please note that Voxbi does not support Bluetooth connectivity for HID or Jabra devices.
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Make sure you have unchecked the Private box of the contacts that you want to be available to the entire company.
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Absolutely. Voxbi uses secure protocols to sync contacts and never shares your data without permission. You control which contacts are private and which are shared with the team.
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Voxbi web
voxbi desktop
Contacts
To enable contact synchronization, make sure your contacts are not marked as private in Voxbi Web, Voxbi for Windows, or on my.mixvoip. Initially, when you add a contact from Voxbi Web or Voxbi for Windows, it is marked as private, so you need to uncheck that box manually to make it public.
On Voxbi Mobile you have instant access to all public contacts under PBX contacts, and to sync your personal phone contacts, you have to grant the app access to your contacts. Once done, each new contact added to your phone will appear automatically in the Local contacts list on your Voxbi mobile.
On Voxbi Mobile you have instant access to all public contacts under PBX contacts, and to sync your personal phone contacts, you have to grant the app access to your contacts. Once done, each new contact added to your phone will appear automatically in the Local contacts list on your Voxbi mobile.
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Yes, all your contacts that are not marked as private will be available on all your devices and accessible by your entire company.
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Allow Voxbi Mobile to access your phone contacts, and they will be instantly available under the Local contacts tab. You can import your CRM contacts as a .csv file in my.mixvoip.com, and they will be available on all your platforms - browser, desktop, or mobile.
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Select the mobile phone to ring when you are not signed into your account (on Voxbi Web or Windows Desktop app) or from the drop-down list in your my.mixvoip.com account, select “on logout” in the Ring delay field (at the bottom of the list).
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Make sure that the twinning option is set to ring simultaneously or after a delay. Also, confirm that your mobile phone is not in Do Not Disturb mode.
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Check if your mobile number was entered correctly and ensure that your phone has network coverage. Also, verify that your extension settings allow calls to be forwarded.
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No, the caller will see your business number as usual, maintaining a professional appearance no matter which device you use to take the call.
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Once you answer a call on either your office phone or mobile, the ringing stops on the other device, ensuring a smooth experience.
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Voxbi Mobile
Mobile twinning
Yes, you can customize it to ring at the same time as your extension, only when you're not signed in, or after a set delay—whichever option best fits your needs.
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Enable Mobile twinning from the Voxbi settings. Enter your mobile number in the field and select how the phone should ring. Then, update the settings and verify that the extension and mobile ringing are synchronized.
Alternatively, you can use your my.mixvoip.com account to add your mobile number and enable Mobile Twinning.
Alternatively, you can use your my.mixvoip.com account to add your mobile number and enable Mobile Twinning.
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1. Log into your my.mixvoip.com account, and activate the Mobile twinning option from the home page.
2. Sign in to your Voxbi Web or Windows desktop app account, navigate to the Phone section in Voxbi settings, and customize Mobile Twinning to suit your needs.
2. Sign in to your Voxbi Web or Windows desktop app account, navigate to the Phone section in Voxbi settings, and customize Mobile Twinning to suit your needs.
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Ensure the Voxbi app has call permissions enabled in your Android device settings. If necessary, reinstall or update the app to ensure it registers properly.
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shortcut
Voxbi web
voxbi desktop
No extra installation is required. The feature is built into the Voxbi Windows Desktop app. Just make sure the app is running and the tray icon is visible.
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No need to copy-paste! Just highlight the number and hit your assigned keyboard shortcut - Voxbi will handle the rest.
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click to call
Voxbi web
voxbi desktop
Yes. Highlight a phone number in any application (like a document, email, CRM, or spreadsheet), then press your set shortcut to start a call directly using Voxbi or a PBX system.
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Voxbi web
voxbi desktop
Yes! The Voxbi app allows full customization. You can easily update your shortcut preferences in the Set Shortcut section accessed through the tray icon.
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Voxbi web
shortcut
voxbi desktop
To set up keyboard shortcuts, right-click on the Voxbi tray icon in your Windows taskbar and select "Set Shortcut." You can then customize the key combinations to suit your preferences by following the on-screen instructions.
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click to call
Voxbi web
voxbi desktop
Scroll through the list of apps handling TEL links, find Voxbi, and manually set it as the default app for opening clickable phone numbers.
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click to call
voxbi desktop
Voxbi web
Navigate to Windows Default Apps, search for TEL and CALLTO link types, and set the Voxbi Desktop App as the default application.
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Voxbi web
voxbi desktop
click to call
If you manually denied voxbi.team permission to open TEL links in your browser, check whether the Voxbi Desktop app is already set as the default handler for telephone links in Windows. You have to remove it from there as well.
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click to call
Voxbi web
voxbi desktop
Some applications might override your default TEL handler. Ensure your CRM or document software allows external TEL links and does not force a different app to handle calls.
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click to call
Voxbi web
voxbi desktop
Make sure the TEL format is written correctly after the colon. Also, confirm that Voxbi is properly registered as the TEL handler in your browser’s settings
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click to call
Voxbi web
voxbi desktop
Ensure your browser is set to be the default app for handling TEL link types in Windows default apps. Simply adding your browser as a default TEL link handler only in the browser’s settings is not enough.
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Voxbi web
click to call
voxbi desktop
Click any TEL link on the web, a document, a CRM system, etc. Alternatively, type tel: 35220333000 in the browser URL bar and press Enter. Voxbi should start making an outgoing call and get connected to our test service.
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Voxbi web
click to call
voxbi desktop
If multiple sites are allowed to handle Tel link calls, you need to select a default one. Navigate to your browser’s protocol handlers page (chrome://settings/handlers edge://settings/content/handlers firefox://settings/applications) and select the default browser to handle your tel link calls.
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Voxbi web
click to call
voxbi desktop
Set your preferred web browser as the default app for TEL links in Windows Default Apps settings.
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Voxbi web
click to call
voxbi desktop
To use the feature for the first time, go to Voxbi Settings > Phone section and click Request permission to enable it.
If you have manually denied Voxbi permission to open TEL links you should request permission to enable the feature.
If you have manually denied Voxbi permission to open TEL links you should request permission to enable the feature.
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Windows App
windows
headset
Voxbi web
voxbi desktop
Ensure the correct configuration of your headset by watching this Video guide
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Contacts
Voxbi web
voxbi desktop
Organize your contacts into groups for easier communication. Follow the instructions on our Video guide.
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onboarding
Voxbi web
voxbi desktop
Discover the key features and tools Voxbi Web has to offer with this Video guide.
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Desktop
Windows App
Login
Sign in
Voxbi web
voxbi desktop
Start using Voxbi Web in no time with this quick Video guide.
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Voxbi Mobile
Do not disturb
Take control of your availability with the DND feature. Learn how to activate or deactivate with our Video guide.
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Voxbi Mobile
Mobile twinning
Easily manage your mobile twinning settings with just a few taps. Watch our Video guide
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Windows
Windows App
Desktop
Voxbi web
voxbi desktop
To change the ringtone during a call, navigate to Settings > Phone Tab and enable the Second Call Alert. This will play a distinct sound for incoming calls while you’re on another call.
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api
Integration
Voxbi web
voxbi desktop
Comprehensive API documentation is available at docs.voxbi.com. Explore our APIs to integrate Voxbi functionalities into your projects seamlessly.
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Credentials
Account
Voxbi web
voxbi desktop
You can find your Voxbi login by contacting your administrator, who will define or send you an email to set up your password. Alternatively, you can reach out to us at support@mixvoip.com using your professional email address for assistance.
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Voxbi Mobile
Call transfer
Call handling
1. Press
2. Enter the desired destination number, which can be an internal extension or an external number.
3. Press
4. If you need to cancel the transfer, press .
5. To finalize the transfer, simply hang up the phone.
# to initiate the transfer process. The PBX system will prompt you to enter the destination number.2. Enter the desired destination number, which can be an internal extension or an external number.
3. Press
# again to confirm, and the PBX will connect you to the destination number.4. If you need to cancel the transfer, press .
5. To finalize the transfer, simply hang up the phone.
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Voxbi Mobile
Voicemail
Interception
When a call comes into your group, it rings your extension and is then forwarded to your mobile. If your mobile voicemail is enabled, it may intercept the call if it picks up before you do. Since the system cannot differentiate between a person answering and the voicemail picking up, the call is treated the same way. The most effective solution is to disable your mobile voicemail completely.
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Voxbi Mobile
SIP call
Sim call
The SIP call (purple button) uses an internet connection (Wi-Fi or 4G), while the green button initiates a call using your mobile SIM card.
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Voxbi Mobile
QR code
To obtain a Voxbi QR code, log in to your account at my.mixvoip.com and follow the steps in your PBX account settings. For a detailed walkthrough, refer to our Video Guide.
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Phone configuration
Provisioning
Yealink
Snom
Gigaset
PBX Setup
Admin Access
• Auto-provisioning for Yealink/Snom
• Manual provisioning for Yealink
• Manual provisioning for Snom (3xx / 7xx / 8xx series)
• Manual configuration for Gigaset
• Manual provisioning for Yealink
• Manual provisioning for Snom (3xx / 7xx / 8xx series)
• Manual configuration for Gigaset
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Audio upload
Audio
Sound files
PBX Setup
Admin Access
Add a soundfile in your PBX system. For detailed guidance, refer to our Video Guide.
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Call flow
PBX Setup
IVR
Admin Access
Set up IVR within your PBX system. For step-by-step instructions, watch our Video Guide.
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Contacts
Phone configuration
Desk phone
PBX Setup
Admin Access
Add contacts to the button of desk phone within your PBX system. For a detailed guide, refer to our Video Guide.
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Call forwarding
Mobile twinning
PBX Setup
Admin Access
Configure your PBX system to forward calls to your mobile device. For detailed instructions, watch our Video Guide.
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