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FAQ - Connection


General •  Payment •  Account •  Connection

^ topHow do I make a call?

For detailed instructions, click here

^ topCan I forward my calls to other VoipGain users?

Yes you can - the callforwarding option in the client works with phone numbers, but you can also enter a (VoipGain) user name.

^ topI am experiencing problems with my sound devices when using Vista

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

^ topWhy is my connection constantly broken?

If you want to enjoy uninterrupted calls to our free* destinations, please upgrade your account by buying credit.

^ topWhen do call charges take effect?

Call charges take effect once you are connected to the telephone number you have dialled i.e once the call has been answered. If there is no answer or the line is engaged you will not be charged for the call.

^ topCan I call a destination not included in your country list?

Unfortunately not at the moment. Only destinations which we are able to offer at discounted rates are included in our destinations list. Therefore, if the country you wish to call is not included in the list, we do not offer it yet. To stay informed of all new destinations and price deals please subscribe to our free newsletter.

^ topCan I use VoipGain for calls to United Kingdom 08 or 09 numbers?

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

^ topI got the message: 'VoipGain does not offer calls to this destination yet'

You are trying to dial a telephone number which is not recognised by the VoipGain system and means VoipGain does not offer calls to this country 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.

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

VoipGain 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 our technical staff can trace the call and take measures to prevent this problem in the future.

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

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.

^ topThe person at the other end cannot hear me

Possible solutions:
Set up your microphone correctly
Select the correct audio device in the VoipGain options-screen
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

^ topHow do I adjust my Norton Personal Firewall settings to connect to VoipGain?

If you're having trouble using VoipGain, 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 'VoipGain' in the 'Manual Program Control' table.
7. Click the 'Internet Access' column for VoipGain, and select 'Allow All.'
8. Click 'OK.'

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

^ topHow do I adjust my PC-Cillin Internet Security settings to connect to VoipGain?

If you're having trouble using VoipGain 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: VoipGain
* Target: 'Specified Application' (enter 'C:Program FilesVoipGainVoipGain.exe')
* Action: Allow
* Ports: All Ports
7. Click 'Save.'

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

^ topHow do I adjust my McAfee Personal Firewall settings to connect to VoipGain?

If you're having trouble using VoipGain, 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 'VoipGain' in the 'Application Name' column.
5. Right-click 'VoipGain,' and select 'Allow Full Access.' (If you don't see 'VoipGain' in the 'Application Name' column, click 'Allow New Application' and enter 'C:Program FilesVoipGainVoipGain.exe')
6. Exit McAfee Personal Firewall.

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

^ topHow do I adjust my ZoneAlarm settings to connect to VoipGain?

If you're having trouble using VoipGain, 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 'VoipGain,' 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 VoipGain. If you continue to experience difficulties, let us know

^ topHow do I adjust my Tiny Personal Firewall settings to connect to VoipGain?

If you're having trouble using VoipGain, 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 'VoipGain' in the application name field, and then enter 'C:Program FilesVoipGainVoipGain.exe'
6. Click 'Save.'

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

^ topI have an external firewall .. which ports need to be opened on the firewall in order for the VoipGain application to work?

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

^ topI experienced poor connection quality

VoipGain 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 VoipGain program and all your settings are correct. Is your system okay and do the problems keep occurring, contact our customer services.