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

How do I make a call?^ top

For detailed instructions, click here

Can I forward my calls to other PoivY users?^ top

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

Can I send Text (SMS) messages with PoivY?^ top

Yes you can, using your PoivY client or through the PoivY website.

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.

Can I link a DID number to my PoivY account?^ top

Yes you can, if you use a DID-number supplier you have to forward your DID to: username@sip.PoivY.com

I want to configure my own SIP device for calling with PoivY, is that possible?^ top

Sure: Click here for the settings.

Why is my connection constantly broken?^ top

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

When do call charges take effect?^ top

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.

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

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.

Can I use PoivY 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 PoivY.

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

You are trying to dial a telephone number which is not recognised by the PoivY system and means PoivY 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.

I experienced poor connection quality^ top

PoivY 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 PoivY 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

PoivY 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.

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 PoivY 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

How do I adjust my Norton Personal Firewall settings to connect^ top

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

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

How do I adjust my PC-Cillin Internet Security settings to connect to PoivY?^ top

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

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

How do I adjust my McAfee Personal Firewall settings to connect^ top

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

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

How do I adjust my ZoneAlarm settings to connect to PoivY?^ top

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

How do I adjust my Tiny Personal Firewall settings to connect to PoivY?^ top

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

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

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

The following Destination ports need to be allowed on your firewall:
UDP 5060
UDP 11113
UDP 10300 - 10311
UDP 6901 - 6920
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* Max 300 minutes per week of free calls, measured over the last 7 days and per unique IP address. Unused free minutes cannot be taken to the following week(s). If limit is exceeded the normal rates apply. With your FREE DAYS you can call for free to all the destinations listed as free! when you have no FREE DAYS left the normal rates apply. You can get extra Freedays by buying credit