FAQ  [general] [payment] [account] [connection]

• I am experiencing problems with my sound devices when using Vista
• Why is my connection constantly broken?
• Can I use FreeCall for calls to United Kingdom 08 or 09 numbers ?
• I got the message: 'FreeCall does not offer calls to this destination yet'
• I experienced poor connection quality
• There was no connection or it takes a long time before my call is connected
• The person I call is constantly engaged or I get an unusual engaged signal
• The person at the other end cannot hear me
• How to adjust Norton Personal Firewall settings for connecton to FreeCall ?
• How to adjust PC-Cillin Internet Security settings for connection to FreeCall ?
• How to adjust McAfee Personal Firewall settings for connection to FreeCall ?
• How to adjust ZoneAlarm settings for connection to FreeCall ?
• How to adjust Tiny Personal Firewall settings for connection to FreeCall ?
• Which ports need to be opened on the external firewall for connection to FreeCall ?

I am experiencing problems with my sound devices when using Vista^ top

Please make sure the voipclient is running in Windows XP compatibility mode. For more information please check Vista Help and Support.

Why is my connection constantly broken?^ top

If you did not buy credit yet then the connectiontime when calling normal phone numbers is limited. If you want to enjoy uninterrupted calls to our free* destinations, please upgrade your account by buying credit.

Can I use FreeCall for calls to United Kingdom 08 or 09 numbers ?^ top

0845 and 0870 numbers will work, but most other numbers starting with 08 or 09 cannot be dialed using FreeCall.

I got the message: 'FreeCall does not offer calls to this destination yet'^ top

You are trying to dial a telephone number which is not recognised by the FreeCall system and means FreeCall does not offer calls to this destination yet. Only destinations which we are able to offer at discounted rates are included in our destinations list. To stay informed of all new destinations and price deals please subscribe to our newsletter.

I experienced poor connection quality^ top

FreeCall utilises the most up-to-date technology to ensure top quality connections. However, it may be possible that you experience poor connections or sound quality. Please ensure you always use the latest version of the FreeCall program and all your settings are correct. Is your system okay and do the problems keep occurring, contact our customer services.

There was no connection or it takes a long time before my call is connected^ top

FreeCall utilises the most up-to-date technology to ensure top quality connections. However, it may be possible that carriers overseas have different quality standards. If you register this fault with our customer service section, our technical staff can trace the call and take measures to prevent this problem in the future.

The person I call is constantly engaged or I get an unusual engaged signal^ top

This may be a problem with the carrier we use to deliver your call. Please register this fault for our engineers to trace this call and take measures to prevent further problems.

The person at the other end cannot hear me^ top

Possible solutions:
- Set up your microphone correctly
- Select the correct audio device in the FreeCall options-page
- Now disable the MUTE button in the volume control (don't forget to select RECORDING controls first by selecting Options -> properties -> Recording) and try again

If this problem occurs when you are not calling via the client software then please contact the 'Customer service' Help section.

How to adjust Norton Personal Firewall settings for connecton to FreeCall ?^ top

If you're having trouble using FreeCall, and you have Norton Personal Firewall installed on your computer, you'll need to adjust your settings. Here's how:

1. Open Norton Personal Firewall.
2. Select 'Status & Settings' from the left menu bar.
3. Choose 'Personal Firewall' from the middle column.
4. Click 'Configure.'
5. In the new window, open the 'Programs' tab.
6. Find 'FreeCall' in the 'Manual Program Control' table.
7. Click the 'Internet Access' column for FreeCall, and select 'Allow All.'
8. Click 'OK.'

After following these steps, you should be able to connect to FreeCall. If you continue to experience difficulties, let us know

How to adjust PC-Cillin Internet Security settings for connection to FreeCall ?^ top

If you're having trouble using FreeCall and you have PC-Cillin Internet Security installed on your computer, you'll need to adjust your settings. Here's how:

1. Open PC-Cillin Internet Security.
2. Click 'Network Security' along the left side.
3. Click 'Edit.'
4. From the 'Personal Firewall Profile' window, open the 'Exception List.'
5. Click 'Add.'
6. Enter the following information in the appropriate fields:
* Description: FreeCall
* Target: 'Specified Application' (enter 'C:Program FilesFreeCallFreeCall.exe')
* Action: Allow
* Ports: All Ports
7. Click 'Save.'

After following these steps, you should be able to connect to FreeCall. If you continue to experience difficulties, let us know

How to adjust McAfee Personal Firewall settings for connection to FreeCall ?^ top

If you're having trouble using FreeCall, and you have McAfee Personal Firewall installed on your computer, you'll need to adjust your settings. Here's how:

1. Open McAfee Personal Firewall.
2. Select 'Personal Firewall Plus' along the left side.
3. Click 'View the Internet Application List.'
4. Find 'FreeCall' in the 'Application Name' column.
5. Right-click 'FreeCall,' and select 'Allow Full Access.' (If you don't see 'FreeCall' in the 'Application Name' column, click 'Allow New Application' and enter 'C:Program FilesFreeCallFreeCall.exe')
6. Exit McAfee Personal Firewall.

After following these steps, you should be able to connect to FreeCall. If you continue to experience difficulties, let us know

How to adjust ZoneAlarm settings for connection to FreeCall ?^ top

If you're having trouble using FreeCall, and you have ZoneAlarm installed on your computer, you'll need to adjust your settings. Here's how:

1. Open ZoneAlarm.
2. Select 'Program Control' along the left side.
3. Find 'FreeCall,' and click each red "X" so they are now green.
4. Select 'Allow.'
5. Exit ZoneAlarm.

After following these steps, you should be able to connect to FreeCall. If you continue to experience difficulties, let us know

How to adjust Tiny Personal Firewall settings for connection to FreeCall ?^ top

If you're having trouble using FreeCall, and you have Tiny Personal Firewall installed on your computer, you'll need to adjust your settings. Here's how:

1. Open Tiny Personal Firewall.
2. Go to the 'Administration Center.'
3. From the 'Groups' menu, click 'Trusted.'
4. Click 'Enroll.'
5. Enter 'FreeCall' in the application name field, and then enter 'C:Program FilesFreeCallFreeCall.exe'
6. Click 'Save.'

After following these steps, you should be able to connect to FreeCall. If you continue to experience difficulties, let us know

Which ports need to be opened on the external firewall for connection to FreeCall ?^ top

The following Destination ports need to be allowed on your firewall:
UDP 5060
UDP 11113
UDP 10300 - 10311
UDP 6901 - 6920