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Help with other services

PC Phone | SMS | Regular Callback | Broadband phone

PC Phone

  • What is the Vyke PC Phone service?

    Vyke PC Phone is a softphone you install on your PC which enables you to make VoIP calls to all mobile and fixed phones in the world. It is the cheapest method for making calls using Vyke's services.

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  • What do I need to get started?

    You need: a PC, a Vyke account with credit, and a headset with a microphone. When you launch PC phone for the first time you will be prompted to enter your 15 digit Vyke PIN code (this can be found on the 'Downloads' tab in your Vyke account).

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  • What are the minimum requirements for the PC phone?

    The minimum system requirements for using the PC Phone are:

    • Windows 98/NT/2000/ME/XP/Vista/7. We recommend using Windows 2000, Windows XP or Windows Vista for best performance and only Windows 7 32-bit is currently supported, not Windows 7 64-bit.
    • Windows-compatible full duplex sound card
    • Internet connection of 24.0 kbps or faster
    • Microphone and speakers, although a headset or handset is recommended for the best calling experience.
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  • Can I use the PC phone on more than one computer?

    There is no restriction regarding the number of computers PC phone may be installed on. As long as you have run and installed PC phone on both computers you will be able to make calls and be billed appropriately regardless of which computer is used. Another person authorised by you, such as a friend for family member, can use your PIN from another computer; however only one person can use a PIN at the same time. No simultaneous usage is allowed.

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  • Does Vyke PC Phone support Windows 7?

    Yes, Vyke PC Phone currently supports Windows 7 32-bit. Support for Windows 7 64-bit will launch in the very near future. Please check back regularly for further information.

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  • Is Vyke PC Phone available for Mac or Linux computers?

    Vyke PC Phone does not currently support Linux or Mac OS.

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  • How do I download and install the PC phone?

    Sign in to your Vyke account, select the 'Downloads' tab, click on the Download button and then click RUN and then follow the instructions to download and install.

    When downloading, save the PC phone installation file to your computer's hard drive.
    When the download is complete, double click the PC phone installation file to start the installation.
    If you are upgrading from a previous version the program will first ask you to uninstall the previous version. Please review each question and select 'yes' if you agree.
    Accept the license agreement if you agree with its terms and conditions.
    Review the installation parameters and change them if desired, then select 'Next' to install PC phone. Select 'Finish' to end the installation.

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  • How do I use the PC phone from behind a firewall?

    While PC phone employs advanced firewall and proxy server translation technology, when operating behind a firewall it is possible that it will cause one-way audio (see above). Oftentimes your ISP or Internet provider may be operating a firewall on their network without your knowledge. However, it is possible to make PC phone work through the firewall with some simple changes.

    PC phone requires open communications via UDP ports in your firewall that are redirected to your PC's IP address. Within the firewall configuration settings verify that UDP ports are open for your PC's IP address. If you are unfamiliar with how to do this please consult your firewall's documentation and/or your network administrator.

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  • I have multiple network adapters. Which one should I use?

    In order to communicate over the network, PC phone must use a network adapter on your computer to send and receive data. It is possible for your computer to have more than one network adapter. If, for example, you use your computer on a local-area network (LAN), and you also use a modem for dial-up access to the Internet, then your computer will have both a LAN adapter and a dial-up adapter. Typically only one of these adapters will be in use at a time. It is possible, however, for both network adapters to be bound to valid IP addresses at the same time. In this situation, PC phone does not have any way to know which network adapter should be used so in order to use PC phone you must have only one active connection at the time of use.

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  • How do I make a call with the PC phone?

    1. To use PC phone, first verify that you are connected to the Internet and then either double click the PC phone desktop icon or go to 'START' > 'PROGRAMS' > 'VYKE PC'
    2. When PC phone starts you will be asked to login using your PIN. Enter your PIN number and click 'Login'.
    3. You will then be registered with the Vyke network and your available PIN balance will be displayed in US Dollars. You may now make a call to any number worldwide.
      All numbers entered must be in international format.

    Example of number:

    • Domestic format for a French mobile phone: 0680555555
    • International format: 33680555555 or +33680555555 or 0033680555555

    Please refer to our help section on international dialling codes for more information.

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  • How can I get the best call quality with my PC phone?

    These tips will help enhance the quality of your PC phone calls.

    • Do not run any other telephony application together with PC phone.
    • Use a headset with a built-in microphone. This will help eliminate echo and ensure better sound. Adjust the microphone volume so that your speech is not too loud.
    • If you are using separate microphone and speaker, move the microphone as far away from the speaker as possible and lower the speaker volume. This will usually reduce the echo.
    • To make a PC phone call, you will need the Country Code, Area Code and Telephone Number.
    • Try to limit Internet browsing, especially on dial up connections, while making a phone call to ensure proper bandwidth.

    • If you have any questions please contact support.

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  • I get an 'Invalid PIN' message when I try to sign in to my PC phone.

    Please make sure that you entered your PIN number without any space.

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  • I'm not satisfied with my PC phone call quality.

    If you have checked that your Internet connection is fully functional and your PC sound settings are correct, then you should contact support with a brief description of your problem and further details about your PC and Internet connection plus some sample numbers together with the date and time when the problems occur.

    Please contact support with the following details:

    1. Please make sure you include an exact description of the audio issues you may be experiencing: some examples are - choppy audio, distorted incoming audio, one way audio such as I can't be heard or I can't hear, echo, robotic sound, dropouts in sentences and delay.
    2. Your PC Operating System
    3. Your PC to phone dialler version (just launch the PC to phone dialler, right-click on the logon screen and select 'About' to display your current version)
    4. Destination number and country that you are calling or trying to call (e.g. Spain +3491111555444)
    5. Date and time when you experienced this problem (e.g. 25/07/2009 10:30 AM)
    6. Any error message you received, and when this message appeared. (e.g. Call unavailable, call rejected, etc)
    7. Your username or registered email address.
    8. If you receive an error message, please send us a screenshot of the dialler (Open the dialler, try to replicate the problem and press the 'Print Screen' key on your keyboard to capture the picture of the dialler with the error message. Open a 'Paint' document and paste the results. Attach the file to your email)
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  • I live in Oman or Qatar and cannot make calls with the regular Vyke PC Phone. What do I do?

    If you live in Oman or Qatar and you are having trouble connecting to make phone calls with our regular Vyke PC Phone, please try downloading the 'LB' PC Phone. This software has been especially designed to allow calls to be made in countries where connectivity can sometimes be challenging.

    To obtain your copy of the PC Phone, simply sign in to your Vyke account and click on the 'Downloads' tab. Once you're there select the 'Download LB PC Phone' option and follow the installation instructions on screen.

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  • Audio Problems.

    First, make sure that you are using the latest version of Vyke. We regularly release new versions with improvements to enhance your calling experience. If you're not sure what version of Vyke you are using, just launch the PC to phone dialler, right-click on the logon screen and select 'About' to display your current version.

    We recommend you:

    • Launch your PC to phone dialler and log on with your username and password. Click on 'Settings'>'Audio Settings' and run the Audio Wizard to make sure that your sound card/USB device is correctly selected and in working condition for the microphone and the speakers.
    • Use a multimedia headset or handset to make sure you experience good call quality and reduce background noise and check any other settings that may be interfering with it, on/off switch on the audio device/headset itself.
    • You may be experiencing problems due to a slow internet connection. Please be aware that as an Internet service, your calls may be susceptible to lack of bandwidth or congestion. Are you also facing issues when calling during off peak times? You can also try closing applications that use the internet and cancel any file downloads.
    • If your Internet connection is shared by several PCs or laptops, do make sure you make your calls when no other terminals are active.
    • Also, check that your country allows VoIP / SIP Voice Packets. As some block / tamper with these voice packets to produce low quality / silent calls. Please contact support for further instructions.
    • You can also run a 'ping test' to find out if you are experiencing a slow or congested connection. To run this test select Start/Run from your desktop, type 'Command' and click 'Ok'. A DOS prompt will open, then type 'PING 193.242.102.33' and press ENTER. Copy the results on an email and send it to us for further investigation.
      Please note that the average time result should be below 350ms to obtain a good call quality.
      Note: If you are based in the UAE or Oman, then you can try pinging 212.58.241.131 instead if the above IP does not return any results.
    • If you are using a wireless internet connection, ensure that the network signal is strong. If it isn't, try moving closer to the wireless router or plugging in an Ethernet cable instead.
    • Make sure you allow Vyke to access the internet on your firewall or antivirus software. For further instructions on using your firewall/antivirus configuration, please refer to the manufacturer's website.
    • If you are using a standard set of microphone and speakers
      • Check that your microphone is not set to mute.
      • Right-click on the audio icon on the Taskbar and select 'Open Volume Mixer'. Please make sure that Vyke is not set to mute and it has got a good volume level.
      • Right-click on the audio icon on the Taskbar and select 'Playback Devices' to make sure your sound card is working and there are no issues with your speakers connection.
      • Right-click on the audio icon on the Taskbar and select 'Recording Devices' to make sure your microphone line is working.
      • Please move your microphone closer to your mouth and away from noise sources like your computer's fan.
      • If you hear echo at your end (your voice), the problem is on the other person's end. If the other person can hear their own voice as an echo, the problem is at your end. Please do make sure that your microphone volume is not too high. You can also move the microphone away from the speakers.
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  • Rejected Calls.

    Your calls may be rejected if:

    • You are not dialling correctly. Please make sure you add the country code to your local numbers.
      Domestic format for a French mobile phone: 0680555555
      International format: 33680555555 or +33680555555 or 0033680555555
      Domestic format for a UK mobile phone: 077778888899
      International format: 4477778888899 or +4477778888899 or 004477778888899
    • You don't have enough calling credit to complete your call.
    • You are dialling a special service, premium rate, satellite or IP numbers.
    • Calls to emergency numbers are not permitted. Please do not rely on Internet services for emergency communications.
    • You don't have enough Internet bandwidth or your Internet access is too congested.
    • For further enquiries please send us the number you are trying to call and we will be delighted to investigate from our end.
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  • Locked Username and Password on the PC to Phone Dialler

    In case you find that the Username and Password fields in the logon screen appear greyed out and you are not able to type your credentials to access the service, please right-click on the logon screen and select the option 'Preferences'. Untick the option 'Lock the Phone to the current Username and Password' under 'Call shop settings'. You should now be able to re-enter your logon details.

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SMS

  • What is the SMS service?

    Our SMS service enables you to send SMS to mobiles through your Vyke account on the Vyke website. All messages sent via the Vyke website will appear to the recipient as if they have come directly from your mobile number.

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  • How do I get started with SMS?

    Before you can send SMS from the Vyke website you need to register your mobile phone with us. To do this sign in to your Vyke account, select the 'SMS' tab and enter your phone number in the 'Mobile number' box and click 'Register'. We'll then send you an SMS containing a verification code. Enter this code in the 'SMS code' box, click 'Verify' and you'll be ready to send messages.

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  • My SMS has not been delivered

    International SMS may be challenging due to factors such as local network congestion, supplier congestion, false delivery confirmation from various network operators, lack of network coverage, International SMS blocking issues, unverified phone numbers, and SMS sent from withheld numbers.

    We do make every effort to offer our customers the best possible route, but sometimes we can't guarantee 100% delivery routes.

    If you experience issues related to SMS, please contact us with the numbers you have sent the SMS to together with dates and times and we will be happy to investigate your issue and to recommend you the best solution.

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  • I have been charged for several SMS

    The standard SMS length is composed of 160 characters. Some special characters, such as letters with accents or emoticons can count as several characters. If your SMS contains more than 160 characters, then it will be split into several units and, therefore charged accordingly.

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  • Improvement to Vyke SMS in North America

    US/Canadian mobile users are now able to receive SMS via Vyke (with the senders identity added where possible by Vyke at no extra cost to the sender). They can now also send SMS using Vyke to other US/Canadian users at Vyke's low rate.

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Regular and Web Callback

  • What is Regular Callback?

    Regular Callback is a service that enables you to make low costs calls by triggering a callback to your mobile or fixed line. To set up a Regular Callback call, you must dial one of the access numbers and then hang up as soon as you hear the busy tone. You will then be called back by Vyke and asked to enter the phone number you would like to call. Vyke will then connect you to that number.

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  • What is the Callback access number?

    As a registered Vyke customer you may dial +442033189991 or +34961138021

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  • Can I use Callback from a fixed / landline phone?

    Yes, but it should be a direct line, as the Vyke Callback system will not call back PABX numbers.

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  • How many phone numbers can I register to use with Callback?

    You can register up to five phone numbers with Callback. If you register more than five numbers, only the last five registered numbers will remain active.

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  • Will my operator charge me when I call the Callback access number?

    No. The Callback system will not answer your call.

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  • Will I still be charged if I do not get through to the person I am calling, or if I don't enter the number I wish to call when I am called back?

    If you do not connect to your destination number, or if no destination number is entered, there will be a charge for incomplete calls using Callback as our system identifies that it has successfully created a connection back to you even if it has not successfully managed to connect to the person you have tried to call.

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  • What is Web Callback?

    Web Callback allows you to use the Vyke webpages to set up a call between yourself and another person.

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  • How do I use Web Callback?

    Just sign in to your Vyke account and select the 'Callback' tab. Specify the number that you are calling to and the number you are calling from. Once you have provided these numbers and pressed 'Place Call', the Vyke platform first calls you on the number provided (the 'call from' number) and, once you have answered, connects you to the number you are calling to.

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  • What happens if I try to make a Callback call with a phone that I haven't registered yet?

    If you call the Callback system from a non-registered phone number you will be asked to enter your Vyke PIN number when you receive the callback. Please make sure that you have this close by when making a first time Callback call from a new phone number. Your Vyke PIN number can be found on the Downloads tab on your Vyke account.

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  • How do I register a phone number to use with Callback?

    To register a phone number to use with Callback simply sign in to your Vyke account and select the 'Callback' tab. Enter the number you wish to register and then click the 'Register' button.

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  • If I registered more than one phone number with Callback, will they all share the same call credit?

    Yes, all calls made from your registered phone numbers will be deducted from your Vyke credit. Please note that only one call is allowed per account at the same time.

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  • I can't use the Callback number.

    Callback numbers may vary depending on your geographical location so please contact support for further information.

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  • When I enter my PIN or the phone number I wish to call, the Callback system does not recognise it or asks me to re-enter it.

    This means that Vyke is unable to correctly receive the numbers that you are dialing into your phone's keypad. Please contact support to resolve the issue.

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  • I'm having a problem setting up a Callback from the web.

    Make sure that the number you are trying to call is correct and that is in international format.

    Example of number:

    • Domestic format for a French mobile phone: 0680555555
    • International format: 33680555555 or +33680555555 or 0033680555555

    Please refer to our help section on international dialling codes for more information.

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  • Callback fails to set up my calls.

    Please make sure that your phone is not configured to hide your number when using our callback services. Our system needs visibility over the origination number in order to set up your calls successfully.

    You should also ensure that your phone has enough network reception and supports DTMF tones.

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Broadband phone

  • What is a Broadband Phone?

    Broadband Phone is an internet telephony service which allows a user to make calls over the internet using an ATA device (Analogue Telephone Adaptor). Most ATA devices using SIP that are available in the marketplace will work with Vyke. The ATA device must be connected to the internet and most are easily configured to the Vyke service.

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  • What do I need to get started with Broadband Phone?

    In order to get started with Broadband Phone you need a Vyke account and a SIP or ATA device. The device must be connected to a broadband line and you must enter the specific Vyke account information into your ATA device according to the device specification.

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  • Which broadband phone devices can I use with Vyke?

    You can use most ATA devices available in the market as long as it is not locked to another VoIP provider.

    Please note: Vyke des not specifically support these devices.

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  • Which CODEC should I be using?

    Vyke supports multiple CODEC'S, but you should use G729 or g711. If this is not available in your device then use the following in this order: ULAW, GSM.

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  • How do I check my account balance from my broadband phone?

    When your ATA device is connected please dial 001# to hear your current account balance.

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  • I get an error code when I try to make a call with my broadband phone.

    The Vyke service will give various error codes in the event of a problem. Below are listed a summary of these error codes and the problem you have encountered.

    • Error 3 - Your Pin is inactive - try topping up you credit.
    • Error 5 - Your Pin has expired - try topping up your credit.
    • Error 6 - Please ensure your remaining credit is sufficient to make calls.
    • Error 7 - Pin credit remaining = $0.
    • Error 8 - Insufficient credit to complete the call.
    • Error 9 - Please check your destination number and try again.
    • Error 13 - Your Pin is already in use - usually occurs with Callback. Wait 5 minutes.
    • Error 98 - Please ensure that your SIP device has been configured with the correct username and password.

    • Error 99 - Please contact support immediately.

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  • Vyke SIP settings for broadband phones.

    • AT settings
      • NAT Keep Alive Enable = No
    • Proxy and Registration
      • Proxy = sip.vyke.com
      • Outbound proxy = [blank]
      • Register = Yes
      • Use Outbound proxy = No
      • Make Call Without Reg = No
      • Answer Call Without Reg = Yes
    • Subscriber information
      • User ID = [Your Vyke ID]
      • Password = [Your VYKE password]
      • Auth ID = [Your Vyke ID]s
      • Use Auth ID = Yes
    • Supplementary Service Subscription
      • Three Way Call Serv = No
    • Audio Configuration
      • G729a Enable = YES
      • DTMF Tones = RFC2833
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