Truphone Beta

Troubleshooting FAQs

Truphone - Troubleshooting FAQ's

Installing Truphone

• Q: I can't download Truphone after clicking the link you sent meGet answer A: Please first ensure that you can browse the web using the desired access point (i.e. are connected to a WiFi or mobile internet (3G) network).
  
  We recommend setting the internet connection options on your phone to 'Always Ask'. This means that, rather than defaulting to your mobile operator's 3G web service, you can choose whether to use a Wi-Fi network instead each time you connect to the internet on your phone.
  
  To do this go to Menu>Web>Options>Settings>Access Point and select 'Always Ask'.
  
  If you still are unable to download, trydownloading the Truphone file to your PC or Mac and then sending it to your phone manually. Read full instructions on how to send the file to your handset. Once transferred, simply open the file on your handset and install Truphone as normal. Close

Connecting to Truphone

• Q: What sort of internet connection will I need?Get answer A: Truphone is designed to work wherever you have access to the internet via Wi-Fi or a mobile internet connection (3G)*, which means you can make Truphone calls on the move!
  
  *Please check that your operator allows this and what your tariff is. Close
• Q. How do I connect to Truphone?Get answer A: In order to connect, please follow the instructions below:
  1. Open the Truphone application.
  2. Highlight your desired Access Point.
  3. Select Options>Connect.
  4. If prompted, enter any security settings, and select yes to save the AP.
  5. Truphone will now attempt connection.
  Close
• Q. How do I know if I am connected to Truphone? Get answer A: There are 3 indicators which confirm that you are connected:
  1. The Internet telephony icon ; is found on the top-right of your phone's main screen (standby screen).
  2. The message "Truphone: Connected" at the top of the Truphone application main screen.
  3. The symbol next to your selected access point will turn from orange to green.
  Close
• Q: What can I do if I experience a problem connecting to Truphone? Get answer A: If you're having trouble connecting to Truphone, please check that you can browse a regular web page on your phone (e.g. www.google.com). This will confirm that you are able to access the internet. We also suggest that you try simply turning your phone off then back on again
  If this fails then your access point may be blocking connection to Truphone. Altering the following settings should help:
  1. From the Truphone screen navigate to Options>Settings>Internet calls>Transport type; change this from 'UDP' to 'TCP'. Try to reconnect.
  2. From the Truphone screen navigate to Options>Settings>Internet calls>Port; change this from '5062' to '5060'. Try to reconnect.
  Finally you can use the "Repair Account" function from the Truphone menu. Don't worry, there's no need for you to do anything, as Truphone will automatically update your settings. Close
• Q: How do I setup my router for Truphone to work? Get answer A: The majority of access points (Wi-Fi routers) will work with Truphone without you needing to do anything! However a few of them are setup with additional security that blocks internet (Truphone) calls. If you do not manage the access point yourself please check with the appropriate individual. Your access point should adhere to the following criteria:
  1. Your firewall(s) should not be set to block ports 5060 or 5062 (UDP/TCP).
  2. Any SIP ALG should be disabled (This is a function on some routers).
  3. Any SIP firewall must be deactivated (This is a function on some routers).
  Close
• Q: How far can I be from my Wi-Fi and still be able to use Truphone? Get answer A: The answer to this depends on the access point itself and the level of radio interference. Some are high powered and can reach 100 metres. Access Points in buildings or noisy radio environments can be usable for only 10 metres (or, loosely two thin walls or one thick one). Note that WiFi laptops will typically work at two or three times the range of a mobile handset as they have a much larger antenna behind the screen. Hotspots can cover huge distances such as entire cities so distance from a hotspot is relative to the hotspot location. Typically 2 signal bars is plenty...often 1 is fine due to the low data rates of Truphone. Close
• Q: There are no 3G access points showing when I run the Truphone application. Get answer A: This does occur occasionally, but can be solved by deleting your existing 3G access points from: Menu>Tools>Settings>Connection>Access Points.
  
  Then navigate to Menu>Tools>Settings>Wizard>Operator Access points and follow the steps to reinstall your operator access points. Close

Making Calls

• Q: How do I know if I can make/receive Truphone calls? Get answer A: Once connected to Truphone you will see the Internet Telephone icon  in the top right of the screen.Close
• Q: How do I make a Truphone call? Get answer A: In order to make a Truphone call, simply dial a number or choose a contact as normal and press the green button. Please ensure that you are using the full international number format for your Truphone calls (e.g +447978881111).
  Note that you can also dial a number or choose a contact and press Options>Internet Call. Close
• Q: How do I know I am making a Truphone call? Get answer A: You will hear a special Truphone ringtone indicating that your call is being made via Truphone. You will also see the following "internet call" symbol on your handset: Close
• Q: How do I make a non-Truphone call?Get answer A: If you're connected to Truphone but don't want to use Truphone to make a call, simply dial a number, then select Options>Voice Call. You'll make a call as usual, over your GSM mobile network. Close
• Q: I am connected to Truphone, but my calls are still using my regular mobile operator. Get answer A: Please also check that your phone has the functionality necessary to make Truphone calls. To check, go to Menu>Tools>Settings>Connection and you should see the "Internet Tel. Settings" menu item. If you cannot see this menu item, then your handset may have had these settings removed by your operator and you cannot make internet calls. Close

Adding Credit

• Q: How do I add credit to my account? Get answer A:
  1. Login to your Truphone account using your username and password, then click the "Get more credit" button (on the right).
  2. Choose a top-up value and confirm the amount by clicking "Get more credit"
  3. You will be redirected to PayPal where you can login with your existing PayPal details or if you don"t have a PayPal account you can use your credit card or bank account.
  4. The final payment screen provides you with confirmation as to whether your payment has been successful. Your Truphone top-up balance will then be amended accordingly.
  Note: You will need to validate your email address prior to adding more credit. Close
• Q: How long does it take for credit to show in my Truphone Account? Get answer A: Credit should appear in your Truphone "My Account" page almost instantly if making a regular PayPal payment from your PayPal Account, Debit/Credit card or Bank/Building Society. Refresh your screen to view the changes .
  
  Electronic Cheques and Electronic Payments of any kind can take up to 7-10 working days to clear according to PayPal policies. Please take into consideration your Bank or Building Society as they will also have their own policies. Truphone applies all credits automatically as soon as we receive electronic confirmation that the funds have cleared. Close

Handset

• Q: Does Truphone supply handsets? Get answerA: You can buy Truphone supported handsets from the Truphone shop (powered by Expansys). Close
• Q: How do I ensure that my handset is running the latest firmware? Get answerA: Press *#0000# from the main screen of your handset to check the firmware version currently installed. To find out whether your handset is due for an upgrade simply visit http://www.nokia.com/softwareupdate. You will need to know your handset's product code, which is found inside your phone on the white label beneath the battery.Close
• Q: How is battery life affected when using Truphone? Get answerA: Truphone is designed to automatically connect when in range of your known access point(s). Staying connected to Truphone allows incoming calls and SMS messages to reach your handset (else these are forwarded to GSM), and also means outgoing calls can be made without delay.
  
  Whilst the Truphone application itself does not adversely affect battery life, connection to an access point will have an affect on your handsets standby time, yet talk-time is very comparable to when making GSM calls. We have noticed that a connection via 3G decreases battery life quicker that when connected to the internet via Wi-Fi. Close

Truphone services

• Q: How do I pick up my voicemail? Get answerA: Dial 1571 when connected to Truphone and you can listen to your voicemail straight away.
  
  If you're not connected to Truphone or are using a different phone, just dial +44 7978 800 000 or +1 (202)  683-8200. You'll be asked to enter your "Mailbox" which is your number, e.g. 44 7978 8XX XXX, followed by your PIN.
  
  You can get your PIN number by logging into your account, or by texting PIN to +44 7978 88 11 11 and we'll text your PIN number to you.
  
  (Please note: texting PIN when connected to Truphone is free. If you're not connected to Truphone, be sure to check your SMS charges with your operator). Close
• Q: Can I use Truphone without a SIM card? Get answerA: This is not a supported feature. Truphone Accounts require a unique SIM card and GSM/Cell number. Close
• Q: Number Porting - Can I transfer my telephone number to Truphone? Get answerA: Number portability is not available while Truphone is in its Beta stage. Close
• Q: Can I use Truphone to call emergency numbers? Get answerA: Truphone is not a replacement for your ordinary telephone service and you cannot make emergency calls using Truphone. However this does not prevent you using your mobile phone for making emergency calls via your mobile operator as normal. Close
• Q: How do I call someone on another SIP service provider for free? Get answerA: Prefix their number with the appropriate short code as follows:
  
  

  Prefix	Peering Network
  *010	voxalot.com
  *011	sipbroker.com
  *261	draytel.org
  *285	sip.calluk.com
  *350	voipfone.co.uk
  *393	fwd.pulver.com
  *467	sip.gossiptel.com
  *668	proxy.voip.co.uk
  *746	sip.phonegnome.com
  *747	sipphone.com
  *777	siphub.net

  Close
• Q: Do you have any service numbers I should know? Get answerA: The listing below gives you the main service numbers.
  
  

  Dialling code	Service	Description
  1571	Voicemail	Call when connected to Truphone.
  +447978800000	UK Voicemail	Call from any telephone - prompts for mailbox ID (e.g. 4479788xxxxxx) and PIN (4 digits)
  +1 (202) 683-8200	Rest of world Voicemail	Call from any telephone - prompts for mailbox ID (e.g. 1360xxxxxx) and PIN (4 digits)
  141	Withhold number	Your number will be witheld for this call
  1470	Release number	Release your number for this call (if it is normally witheld)
  130	Echo Service	Echo service for testing devices
  17070	Line Identifier	Our server reads back your Truphone phone number and GSM number

  Close

Facebook Call Me Button

• Q: What is the Truphone "Call Me" button? Get answerA: The Truphone "Call Me" button lets your friends call you from Facebook.
  
  Add a forwarding number to your button, and any friends that click your button will call your actual phone. Close
• Q: How do I get a Truphone button? Get answerA: New users can click the following link to obtain a brand new Truphone "call me" button. Close
• Q: Why do I have to add a number? Get answerA: You need to add a number so that your friends can call you via Facebook. Without a number, Truphone does not know where to route the call (your "Call Me" button will also be hidden). Close
• Q: How do I add/change my number? Get answer A: In order to add or change your current Facebook number, simply complete the following:
  • Visit your Truphone "call me" button settings page
  • Select "Activate" on the right of an existing number or click "Add" to add a new number
  • Enter your new number
  • Click "save/verify" on the right
  You will be required to validate your chosen number. In which case you will receive a brief call and will be asked to press 1 on your keypad. Ensure that you click "Activate" to select this number as you're number once it is verified. In order to change an incorrect number, simply add the correct number and "delete" the previous one. Close

• Q: Why can't I add mobile numbers outside the US/Canada? Get answerA: Telecoms pricing is a complex business and the bottom line is that there is an unavoidable cost of putting calls through to traditional mobile operators. You can of course get calls to your mobile if you get Truphone (compatible handset required). Close
• Q: Can I link my existing Truphone account to my Facebook account? Get answerA: Yes. When you first install your very own Truphone button, you will be provided with a choice of numbers to enter (Truphone number/World Landline/Advanced).
  
  To link your button to an existing Truphone account - ensure you enter your "Truphone number" first. Simply insert your Truphone number into the space provided ("Truphone Number"), select "Save/Verify" and your Facebook and Truphone account will become linked. Close
• Q: I accidentally deleted my Truphone button, how do I get my account and button back? Get answerA: Not to worry - your account will still remain active. Simply install the button again and your previous account details will be restored. Truphone "Call me" Button. Close
• Q: How do I remove my Truphone call me button? Get answerA: To remove your Truphone "call me" button, please edit your Facebook applications. Simply select "Remove" next to the Truphone application. Close