eXpansys VoIP - Frequently Asked Questions



About eXpansys VoIP

Q: How does eXpansys VoIP work?
A: eXpansys VoIP routes calls over the Internet when you are connected to a wireless Internet connection (Wi-Fi) rather than via traditional mobile/cell operators. This enables the call to be routed at much lower costs. eXpansys VoIP can also route your calls over 3G (check your data plan terms and costs for usage restrictions). eXpansys VoIP can also route your SMS messages over the Internet rather than a mobile/cell provider - saving you money again. This is pretty complicated stuff but we aim to make it easy for our customers
Q: Where can I use eXpansys VoIP?
A: eXpansys VoIP is designed to work wherever you have access to the Internet via Wi-Fi, and the availability of wireless connectivity is booming. You will be able to make FREE or VoIP rate calls from your sofa, whilst visiting friends, working in your office, at other workplaces you visit, as well as at public hotspots (pubs, coffee shops, airports etc.). You can also use eXpansys VoIP over 3G Access Points when you are on the move. Check your data plan terms and costs for usage restrictions.
Q: What are the benefits of using eXpansys VoIP?
A:
  • Free and very cheap calls and SMS on your mobile phone
  • Avoid expensive inbound roaming charges when your traveling
  • Easy to use - eXpansys VoIP integrates with your phone's contact list and other features
  • Mobile reception in places with no GSM/Cell coverage
  • VoIP calls from your mobile phone-you are not tied to a PC
  • No monthly charges
Q: Where is eXpansys based?
A: eXpansys’ headquarter is in Manchester but we also have offices and warehouses in various other countries all over the world. Please see http://www.expansys.com/group.aspx for details.
Q: What is eXpansys VoIP?
A: eXpansys VoIP is a combination of software and services which allows you make calls over the Internet (VoIP) from your mobile/cell phone. By using eXpansys VoIP to connect your handset to the internet via a WI-FI access point, you will be able to make free or low cost calls to other eXpansys VoIP users and make cheap calls to anyone else, when connected to the eXpansys VoIP service. eXpansys VoIP is Powered by Truphone’s Handset and network technologies
Q: What is “Powered by Truphone”
A: Truphone produce the core handset technology and operated the VoIP network that powers the eXpansys service.
Q: Why should I get eXpansys VoIP?
A: Well for starters, you can make free (or very cheap) calls on your mobile phone. You can also get reception in places your current mobile can't. And it's easy - eXpansys VoIP integrates with your phone's contact list and other features.
Q: How does eXpansys make money / what is the business model?
A: eXpansys VoIP ‘Powered by Truphone’ is a mobile VoIP operator/service provider and the business model is exactly the same as Skype - i.e. we make money on per minute call charges to destinations outside the relevant free VoIP bundle.

Troubleshooting

Q: Will eXpansys VoIP work if there is a power failure?
A: If the data connection you are using is a Wireless LAN connection, and this connection loses its power, then eXpansys VoIP will stop working and look for alternative connections.
Q: I'm having a problem setting up or using eXpansys VoIP
A: We've tried to make eXpansys VoIP powered by Truphone as easy to install as possible, but there are a few steps where some extra instructions will help.
  • First please try our installation guides (the first one covers how to install eXpansys VoIP on a new phone).
  • If you have encountered an error message or are having other problems, please see the Known Issues link.
  • Our Setting up Wi-Fi guide contains our advice about optimising your setup.
  • You can also discuss your issues with other Truphone users on the Mobile VoIP Forum.
Q: Why do I have one-way voice only?
A: This is probably due to the connection you are using being fire-walled. If you have control over this, please check that ports 5060 & 5062 for SIP and 10000-20000 for RTP are open. If you are connected via a managed firewall at your service provider, they would also have to forward traffic on these ports to you.

Handset

Q: What handsets does eXpansys VoIP work on?
A: eXpansys VoIP is available on cool, mass market Nokia N-series and E-series phones. Please see the eXpansys VoIP homepage for an up-to-date list of currently supported handsets.
Q: Does eXpansys VoIP supply handsets?
A: Yes, you can buy "eXpansys VoIP supported" handsets from the eXpansys shop
Q: How do I ensure that my handset is running the latest firmware?
A: Press *#0000# from the main screen of your handset to check the firmware version currently installed. Please refer to the What phones page to confirm the version of firmware that we are currently supporting. To find out whether your handset is due for an upgrade simply visit http://www.nokia.com/softwareupdate and click on the "available software updates" link. You will need to know your handsets product code; this is found inside your phone on the white label beneath the battery.
Q: How is battery life affected when using eXpansys VoIP?
A: eXpansys VoIP is designed to automatically connect when in range of your known access point(s). Staying connected to eXpansys VoIP 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 eXpansys VoIP ‘Powered by 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 also noticed that connecting to eXpansys VoIP via 3G does dramatically decrease battery life in comparison to a WLAN connection. ease see below for battery life on the E60 below to give you some idea:
  • Talk-time = 2hrs35min (2.5-2.7hrs)
  • Standby = 3.6 days (4.5days)

Figures in brackets are the times from Nokia. We run our battery tests on used official Nokia batteries.

Q: Will my headset work correctly with eXpansys VoIP?
A: Both Bluetooth and wired headsets should work as normal on the supported Nokia handsets.
Q: Can I use another VoIP service as well as eXpansys VoIP on my handset?
A: In theory this is possible, however is not something which eXpansys is able to offer support for. You can manually configure other SIP profiles and Internet telephony settings to use with other VoIP providers. However we have noticed that the handset can get confused if there is more than one VoIP service setup on the same handset.
Q: Can I call Users on the Truphone Network
A: Yes, and better than that if you are connected to the eXpansys VoIP network and the person you are calling, or who is calling you, is connected to the eXpansys VoIP network, then your calls will be free.
Q: How do I know if I am connected to an Access Point?
A: A Wi-Fi connection is signified by a solid cloverleaf symbol in the top right of the screen.
Q: I have a solid clover leaf but no telephone symbol. What's wrong?
A: If you have managed to register before, this usually indicates that there is no internet connection behind the Access Point. You can check the connection status using your phone's web browser, or you can try rebooting the router. If there is a working internet connection and you have never achieved registration (see the telephone symbol) there may be a problem with the settings on your phone. You can use the "Repair Account" function from the eXpansys VoIP menu (this will send a text to the server requesting your account details).
Q: How do I know if I can make/receive eXpansys VoIP calls?
A: This is signified by the Internet Telephone symbol in the top right of the screen.

Technical

Q: How do I know whether I am connected to XVoIP?
A:
  1. The application title is XVoIP which is the short version of eXpansys VoIP.
  2. The Internet telephony icon, found on the top-right of your phone's main screen (standby screen).
  3. The message "eXpansys VoIP: Connected" at the top of the eXpansys VoIP application main screen.
  4. The symbol next to your selected access point will turn from orange to green.
Q: Can I Use eXpansys VoIP Over 3g?
A: Yes. You can use eXpansys VoIP over 3G if your 3G Data Provider permits it. You should check the cost, terms and conditions of your data package carefully before doing so.
Q: What is a Wireless Access Point (Wireless AP or AP)?
A: A Wireless Access Point (Wireless AP or AP) is a wireless networking device used for connecting wireless communication devices to your Internet connection. Commonly these look like regular routers and are connect to a wired network. See the Wikipedia entry for further information.
Q: I have heard that a VoIP call takes a large amount of bandwidth from my ADSL connection. Is this true?
A: Not with eXpansys VoIP. It very much depends on the CODEC used. Some default settings for softphones and SIP desk phones need up to 85Kbps each way using G.711 which means that you will only have 'room' for two concurrent calls on a nominal 512Kbps connection (which usually has 256Kbps in one direction). However we use AMR by default which uses about a fifth of this, meaning that you can comfortably make up to 8 simultaneous calls on a 256K upstream rated connection. Note that the limiting factor on ADSL lines is the upstream bandwidth which is always lower than the more commonly advertised download speed.
Q: What sort of internet connection will I need at home?
A: You will need broadband of some sort. Most broadband offerings are good for eXpansys VoIP, but be cautious of low cost packages with low traffic limits or those with very high contention ratios (i.e. with many people sharing the same bandwidth). If you live in a rural area you may experience better call quality with a fixed line speed than an ADSLMax offering.
Q: What Access points do you recommend / not recommend?
A: eXpansys VoIP is designed to work with most Wireless Access Points (APs). Some APs are setup with additional security designed to block VoIP and/or SIP traffic, these details are required for eXpansys VoIP to work. In order to use eXpansys VoIP successfully, you must ensure your AP:
  1. 1. is not blocking UDP and TCP port 5060 and 5062
  2. 2. has any SIP firewall deactivated
Q: How does eXpansys VoIP work?
A: The aim of eXpansys VoIP is that “it just works” and you’ll never need to know how it works. However, if you like this sort of stuff then we recommend that you visit the see our Technology page hosted by “Powered by Truphone” the provider of our core handset and network technology.
Q: What is Wi-Fi?
A: Wi-Fi is the technology that allows wireless access to the internet. Technically it is a local network that you connect to using high frequency radio signals and no cables. See the Wikipedia entry.
Q: What is SIP?
A: The Session Initiation Protocol (SIP) is fast becoming the standard for VoIP. SIP enables us to make a VoIP connection between your phone and the person you are calling. SIP defines standards for many different services including caller ID, conference calls, call forwarding, user mobility and can also transmit multimedia information. SIP assigns users unique addresses, independent of physical location, allowing them to make and receive calls anywhere in the world. For more detail see the Wikipedia entry on SIP.
Q: What is VoIP?
A: Voice over Internet Protocol, also known as Internet Telephony, is the technique of routing voice traffic over the Internet. There are several technologies used to achieve this. See the Wikipedia entry for more details.

Billing

Q: How long does it take for credit to show in my eXpansys VoIP Account?
A: Credit should appear in your eXpansys VoIP 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 (F5 on a PC). 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. eXpansys applies all credits automatically as soon as we receive electronic confirmation that the funds have cleared.
Q: How do I add credit to my account?
A:
  1. Click on the "My Account" tab and log into your account using your username and password.
  2. Choose a top-up value and confirm the amount by clicking "Continue".
  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 eXpansys VoIP top-up balance will then be amended accordingly.

Note: If you can not see the "Get more credit" link then you need to add/validate your email address. From "My Account" open the "My Email Address" box and either enter an email address or click the "Resend validation email". eXpansys will send you an email-click the link in the email and you will then be able to top up.

Calls & Services

Q: Can I use eXpansys VoIP without a sim card?
A: This is not a supported feature. eXpansys VoIP Accounts require a unique SIM card and GSM/Cell number currently.
Q: Do you provide a directory enquiry service?
A: We do not currently provide a telephone directory or operator assistance service. If we introduce these services then we shall publish information about them on our website.
Q: How do I call someone on another SIP service provider for free?
A: 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
Q: I have poor voice quality. What can I do?
A: If you are experiencing poor voice quality, this may be the strength of the wireless connection itself, or it may be your ISP connection. To check your wireless network, simply enter the Connections menu of your phone and select Conn. mgr., then click on Act. Data Conn. This will tell you the network strength. It should work at anything 40% and over, but quality will be better the nearer you are to 100%. To check your network's connection to the internet for VoIP purposes, go to http://www.testyourvoip.com.
Q: Can I use eXpansys VoIP to call emergency numbers?
A: eXpansys VoIP “Powered by Truphone” is not a replacement for your ordinary telephone service and you cannot make emergency calls using eXpansys VoIP “Powered by Truphone”. However this does not prevent you using your mobile phone for making emergency calls via your Cellular Provider as normal.
Q: Does eXpansys VoIP work abroad?
A: Yes. Wherever there is a Wireless Access Point (WAP) you can use eXpansys VoIP. While the eXpansys VoIP service is available in many countries we are unable to advise on the legal or regulatory status of VOIP in individual territories. It is your responsibility to check the legal status of VoIP in the territory in which you wish to use it. Your ISP or similar should be able to provide you with this information.
Q: How far can I be from my Wireless Access Point (WirelessAP) or Hotspot location and still be able to use eXpansys VoIP?
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 Wi-Fi 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 eXpansys VoIP.
Q: What is a Hotspot and how do I find one?
A: A hotspot is a place where Wi-Fi is provided for public use so you can connect using a Wi-Fi computer or, of course, your eXpansys VoIP. They can be found in airports, railway stations, service stations, pubs, cafes and more places every day. Some Hotspots are just 'open' and you can connect to them by running eXpansys VoIP. Others are username or pay-card based and currently require the user to open a web browser connection on the phone, log in, and then run eXpansys VoIP to connect whilst keeping the browser window open.

eXpansys VoIP now roams effortlessly on hotspots provided by The Cloud and free-hotspot.com . That means you can walk into any of 7,500 UK locations covered by The Cloud or 700 European locations covered by free-hotspot, and run eXpansys VoIP. When connecting to any Cloud hotspot there is no need to enter any passwords, credit card details, just VoIP calls on the go. There's no fixed fee per half-hour or anything, this pay-as-you-use service adds just 3p/min to outbound/inbound calls.

Here are some guides to finding hotspots:

There are also key rings and pocket hotspot finders that work on the street which are available from eXpansys at www.expansys.com

Q: How much does it cost to call other eXpansys VoIP customers?
A: It's free! eXpansys VoIP will not charge for eXpansys VoIP to eXpansys VoIP calls, as long as both parties are connected to the eXpansys VoIP service. Please see Tariff information page of our website for information detailing possible charges for calls placed when eXpansys VoIP users are not connected/online. You may also need to consider your broadband bill and the data or connection charges which may apply depending on the selected data bearer (ISP/Operator).

Re-installation

Q: I have updated my handset to the latest firmware version and eXpansys VoIP is not longer installed. How can I re-install the software?
A: There are two ways to re-install the software:
  • You can download eXpansys VoIP to your PC and copy the file onto the memory card that you use with your handset. To do this you will need to remove the memory card from the handset and connect it to your PC via a memory card reader (the card reader can be an external device or part of your PC’s hardware). Once the file has been copied onto the memory card, place the card back into your phone and run the install from the card.

  • If you use Nokia PC Suite: you can download eXpansys VoIP to your PC and transfer it to your phone using a cable connection and Nokia PC Suite by following the steps below:
    1. Ensure Nokia PC Suite is Installed on your PC (refer to Nokia User Manual)
    2. Connect your phone to the PC using your Data Sync Cable-USB
    3. Select ‘PC Suite’ on the phone
    4. Open Nokia ‘PC Suite’ on your PC/laptop
    5. Open File Manager
    6. Navigate to Nokia EXX\Phone memory\Data\Installs
    7. Drag and Drop (or copy and paste) the file you downloaded earlier from the eXpansys VoIP website into the Nokia Phone Browser\Nokia EXX\Phone memory\Data\Installs
    8. Close down Nokia PC Suite
    9. Disconnect the Data Sync Cable from the Handset
    10. On your Nokia Phone, Navigate to Menu > Office > File mgr
    11. Open the Installed Files folder
Then follow the instructions from step 15 as detailed in the Activation Guide at http://www.expansys.com/xvoip or visit our support pages for further assistance.
Powered by Truphone