I'm having trouble calling. What do I do?

Maja -

Calling can be really complicated, but here are some scenarios that can cause you to have calling issues. If you don’t find the solution that fixes your calls please reach out to our support team at support@rebtel.com and we’ll help you out. Please let us know the following: 

  • The number you called from
  • The number you called to 
  • Which phone setup options you’ve tried to call with, and what your experience was during that call
  • That you’ve updated your app to the latest version 

 

How do I troubleshoot my call on my own? 

My call connects, but with poor sound quality

You might be hearing the person on the other side in a garbled tone, or they might hear you and you can’t hear them, or maybe they sound too far away, or the call is breaking up. It doesn’t matter what is causing the poor communication, the point is that your call connected, but you can’t hear the other side clearly, or they can’t hear you. 

Internet connection -

If this is the problem you’re experiencing please make sure you have a stable internet connection. You can test this by calling with a different connection type, and check if you're still experiencing the same issue. If your call quality improves then your connection is causing the problem.

Latest app version -

If you’re calling with an old version of our app then your app is essentially becoming incompatible with our backend infrastructure. This means your app is struggling to communicate with the rest of our system, and this can cause your calls to fail. Updating your app will fix this problem. 

 

If the issue stays the same then please contact us at support@rebtel.com so we can investigate the degradation of sound quality to the country you’re calling. It’s very likely that others have been having the same problem, so we’d really appreciate if you’d reach out! Please let us know the following: 

  • The number you called from
  • The number you called to 
  • Which phone setup options you’ve tried to call with, and what your experience was during that call
  • That you’ve updated your app to the latest version 

 

My call never connects

If your call cannot connect at all, then there are many causes that could be the reason. You need to check what connection type you’re using to call (Wifi/Data/Phone Lines), if you’ve updated your app to the latest version, and if you’re hearing an error message of some kind. 

Connection type -

Maybe the connection type you’re using is affecting the quality of your call. A poor internet connection can cause your calls to fail. Trying another connection type will then fix the issue. 

Latest app version -

If you’re calling with an old version of our app then your app is essentially becoming incompatible with our backend infrastructure. This means your app is struggling to communicate with the rest of our system, and this can cause your calls to fail. Updating your app will fix this problem. 

Error message / No error message -

If you’re hearing an error message then the message may tell you what the problem is. 

Low credit message - you could be hearing the low credit message for several reasons: 

  • You’re out of credit to call the number you wish to call. Check your balance and check the number you’re dialing is in the correct international format and reachable. 
  • You’re calling with phone lines, and you’re out of credit with your local operator - you might be hearing the low credit message from your operator, not from Rebtel. If you change your call settings to Wifi then you should be able to call if this is the case. 
  • You’re not really hearing a low credit message. We have a message that says that you’ve run out of free minutes, and will now start being charged from your paid credit. If you listen until the end your call will connect. 

The number is disconnected - If you’re hearing the message that the number is disconnected then you’re hearing that message from your contact’s operator, not from us. This means your contact has turned off his phone, or is otherwise unavailable. Reach out to your friend by other means to make sure you have the right number and that your friend is available. 

No message, no ring tone, just silence - Please wait about 10 seconds to see if the call connects anyways. This sometimes happens, especially when calling countries with older infrastructure. We can’t always guarantee that we’ll get the right audio of ringing or busy tone from the destination country's telecom.

If this happens to a country you know has good infrastructure please let our support team know by writing to support@rebtel.com so we can get that fixed. If your call does not go through then please also contact support so we can investigate what went wrong.

 

When contacting support please let us know the following, and we’ll do our best to find out what’s going wrong and how to fix it. 

  • The number you called from
  • The number you called to 
  • Which phone setup options you’ve tried to call with, and what your experience was during that call
  • That you’ve updated your app to the latest version 

 

 

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