My phone is displaying ''Searching'' or ''Disconnected''
Here are the main reasons for the Internet Telephone to show ''Searching'' or ''disconnected'' message:
1. Please check your firewall configuration by clicking here. The Internet Telephone uses a number of ports to send data to our servers, and if these ports are blocked by a firewall the phone will not work correctly (one-way audio or the phone cannot get connected).
2. Please check your real-time Internet connection speed by clicking here. The result will show you if your Internet connection speed is sufficient to use our service.
3. Please make sure that the Date/Time properties of your PC are set correctly (e.g. your Internet Telephone will not connect if your PC is set to 2005).
4. Please upgrade to the latest version of the Internet Telephone by clicking here. This new version has been developed to optimise call quality and speed up your call connection.
My phone is displaying ''Expired''
Please note that a Phoneserve card has an expiry date (click here to see our Terms and Conditions). After the expiry date, the calling credit is no longer usable and you will have to buy a new card.
My phone is displaying ''Rejected''
You are probably using the wrong international dialing code. To make a call, just enter the full telephone number, as you would using a mobile or landline phone. International calls need an international dialing code and local calls need the national dialing code. Please refer to the How do I dial a number? section and make sure that the Internet Telephone dialing rules are set correctly.
Can I use the same Phoneserve card on different PCs?
Yes – you can use your account on any PC that has the Phoneserve software installed. Simply download the software on the alternative computer and login using your account number and PIN.
Why does my call not connect?
To make successful phone calls with our service there has to be a sufficiently fast link between your computer and our servers.
Please refer to the Can I test my Internet connection Speed? section to check your real-time internet connection speed.
Please note that Internet connection speed can vary considerably depending on the number of users connected and the capacity of your ISP (Internet Service Provider).
When Internet traffic is very busy, calls may not connect at the first attempt. Please redial the number a few times if you cannot connect straight away, allowing a few seconds between each attempt.
My Internet Telephone worked well until recently
If your Internet Telephone has been working until recently, try to isolate the reason. It could have been a temporary problem or you may have changed something relating to your PC setup or Internet access that's not allowing your Internet Telephone to communicate with our servers.
Please check your firewall configuration by clicking here. The Internet Telephone uses a number of ports to send data to our servers, and if these ports are blocked by a firewall the phone will not work correctly (one-way audio or the phone cannot get connected).
Please check your real-time Internet connection speed by clicking here. The result will show you if your Internet connection speed is sufficient to use our service.
Please upgrade to the latest version of the Internet Telephone by clicking here. This new version has been developed to optimise call quality and speed up your call connection.How do I reinstall the Internet Telephone?
To reinstall the software, proceed as follows to make sure you reinstall a fresh copy.
Click on "Start" / "Settings" / "Control Panel" and "Add/Remove Programs".
Click on "Phoneserve Internet Telephone" and uninstall the phone. Please, select 'REMOVE ALL Components'.
Then click here to download the latest version of the Internet Telephone software.
Please make sure that you log on as an administrator to install/uninstall the Internet Telephone on your computer (if you are connected to a LAN please contact your system administrator).
I'm getting the following error message when I try to install the Internet Telephone: "This application has failed to start because the application configuration is incorrect"
Please check your current Operating System version (by right-clicking on "My computer" and by selecting "Properties").
You are probably using Windows XP Service Pack 1 and in this case we would recommend you to upgrade to Service Pack 2.
