FAQs

1. Getting Started
   1. What is Reliance Net Call
   2. System Requirements
   3. Registration/Sign Up
   4. Download
   5. Feedback
   6. Forgot Password
   7. Call rates
2. Self Help
   1. General
   2. Technical
3. Services
   1. PC to PC
      1. Video Call
      2. Conference Call
      3. IM
   2. PC to Phone
   3. Reliance Net Call Lite
4. Payment
   1. Currency of Payment
   2. Instant Pay option
   3. 3D secure
   4. Call Rates
5. Call related
   1. One way voice
   2. Voice quality
6. My Account
   1. View Usage
   2. Edit Details
   3. Change Plan
   4. Change Password

1. Getting Started

1. What is Reliance Net Call?
   Reliance Net Call is a VoIP based international calling service which helps you make voice calls with ease across the world using your PC. You can make free PC to PC calls along with affordable PC to Phone and Phone to PC calls with immediate access to value added services like instant messaging, audio conferencing and many other multimedia features
2. What is VoIP based service?
   VoIP stands for Voice over Internet Protocol, which is synonymous with Internet telephony. Reliance Net Call carries your voice on the internet platform at unbelievable rates and undisputable quality
3. What are the benefits for using Internet Telephony service?
   Free voice usage between PC to PC, low call rates and a whole host of great features including chatting, conferencing, call forwarding etc at no extra cost.
4. What are the minimum requirements for Reliance Net Call?
   Minimum system requirements for using Reliance Net Call are:
   Operating Systems:
   1. Windows 7, Vista, XP, NT or 2000 (We do not support Windows 95/98/Me and Linux systems)
   2. MAC OS X version Leopard 10.5.X and above.
   
   System Level:
   1. At least 256MB RAM
   2. A microphone, sound card, and speakers
   3. Intel Pentium-class processor (1.0GHz or higher)
   4. A non-proxy connection to the Internet
   5. Internet Explorer (version 6.0 or later), Safari for MAC
   6. A broadband Internet connection is recommended.
      
      
5. How can I start using the Reliance Net Call service?
   Using the Reliance Net Call service is simple and easy. You can register for the service from any country by following a few easy steps:
   1. Click on the “Sign Up” tab
   2. Choose the service(s) you want to avail.
   3. Fill up the registration form.
   4. A confirmation email will be sent to your registered email id.
   5. Click on the link which will direct you to the activation page on the website; click the continue button.
   6. You will get an activation email containing your user- name and password on your registered email id; using which you can login to your account.
   7. To start using any of the services you have to download the soft phone by clicking on this link Download or clicking the download tab on the homepage.
   8. After downloading the soft phone, just login using your user-name and password and keep talking!!
6. Why am I unable to select India, as my country of registration?
   We are unable to provide registrations from India, due to regulatory restrictions implied in the country. Keep watching this space for opening of India registrations.
7. What is the “Do Not Disturb” (DND) service?
   You can block all incoming call by selecting the Do Not Disturb option from the status options; however you can receive IMs sent across by you contacts.
8. I forgot my password; how can I retrieve it?
   To retrieve your password, click on the “forgot your password” link in the login area. You would be redirected to the password retrieval page where you need to put in your username, email id and enter the code displayed. You would receive the link to reset on your registered email to reset your password.

2. Self Help

a. General

1. How will I get to know if my call is answered?
   When you initiate a call the call window of the soft phone will slide open and the time duration will be displayed as soon as your call is answered.
   
2. Can I sign in automatically to Reliance Net Call?
   Yes!! You can enable the sign in automatically functionality by opting for ‘Sign me in automatically’ option before logging in. This functionality will sign you in automatically every time you start your PC.
   
3. When I am trying to call a particular number it is showing “This Call is blocked”, why is that?
   Reliance Net Call does not support calls to all phone numbers in every country. Some of the specific numbers are blocked due to the local government regulations and cannot be reached using Reliance Net Call at this point of time. Please check back later!!
4. How can I change my ringtone?
   You can personalize the Reliance Net Call ring-tone by clicking the “Actions” tab and then selecting the “option where you can select a music file (mp3, wav or midi) from your computer and press OK to set the music as your ring-tone
   
5. How do I add contacts to Reliance Net Call?
   Select the ‘Contacts’ tab after logging in successfully; click the “Add contacts” button and choose the type of contact you want to add. You can both add a phone number or user id and then enter the display name of the contact. Add contact request will be sent to the Reliance Net Call user added and you can view the contact’s online status once your request is accepted.
   
6. How do I change my online status?
   You can change your current online status that is displayed on the window by clicking on the status and then clicking on the option that you would like to be viewed by your contacts. You can also appear offline if you desire.
   
7. How can I delete a contact from my contact list?
   For deleting a contact from the contact list, right click on the contact and then select the ‘Delete’ option.
   
8. Why can’t I record calls in MAC?
   The 'Record Calls' Calls' feature is currently not available for MAC users. We are working on it and would be made available shortly.
   
9. How do I contact Reliance Net Call for any queries?
   If you have any questions, concerns or complaints about our service, you just need to fill Feedback Form form in the Feedback section and we will get back to you as soon as possible.
   
10. Why does Reliance Net Call crash on my PC?
    Reliance Net Call may crash due to outdated software drivers, Windows issues or application incompatibilities. Please check your system settings and compare them with our minimum system requirements specified.

b. Technical

1. I am getting an error while signing in to the Reliance Net Call soft phone saying “Unable to login.  Please check the user id/ password and your connection settings” despite entering the correct user id and password. What should I do?
   Check if you have received the confirmation mail and followed the complete procedure to activate your services. In the end you should receive an activation mail containing your user id and password.
   
   In case you have not received the activation or confirmation mail from us, you can leave your comments in the feedback section at http://www.rnetcall.com or write to us on the customer care email address customercare@rnetcall.com and we will get back to you.
   
   And if you have received the confirmation and activation mail and still getting the above error despite of entering the correct user id and password, kindly leave your comments in the feedback section at http://www.rnetcall.com or write to us on the customer care email address customercare@rnetcall.com and we will get back to you.
2. I am getting an error “Reliance Net Call server not responding” while signing in to the Reliance Net Call soft phone. What should I do?
   Kindly check your internet connection settings and try signing in again. Please make sure you are not behind firewall/proxy which prevents the soft-phone from connecting to the internet.
   
   In case you are still facing an issue, kindly inform us about your comments/concerns in the feedback section at http://www.rnetcall.com or write to us to our customer care email address customercare@rnetcall.com and we will get back to you at the earliest possible.
3. Why am I getting disconnected during my call to a phone?
   Kindly check your internet connection settings to ensure that the bandwidth is capable for voice and video to be carried.
   
   In case you are still facing an issue, kindly inform us about your comments/concerns in the feedback section at http://www.rnetcall.com or write to us to our customer care email address customercare@rnetcall.com and we will get back to you at the earliest possible.
   
4. Why am I unable to make or receive video calls?
   Please check if your webcam is connected and is functional. Kindly ensure that your connection is through a public IP, as Reliance Net Call services are not available through private networks. The status of the IP address allocated to you can be provided by your Internet Service Provider (ISP).
   
   In case you are still facing an issue, kindly inform us about your comments/concerns in the feedback section at http://www.rnetcall.com or write to us to our customer care email address customercare@rnetcall.com and we will get back to you at the earliest possible.
   
5. What should I do if one way sound is audible?
   Check if your microphone is muted. Some microphones have buttons to mute/un-mute. Check your volume. Everyone in the call should check their device settings and make sure they can hear other sounds on their computers (e.g. while playing music).
   
   You may have incorrect sound mixer settings. Check your sound card manual for correct settings of the sound device.
   
   In case you are still facing an issue, kindly inform us about your comments/concerns in the feedback section at http://www.rnetcall.com or write to us to our customer care email address customercare@rnetcall.com and we will get back to you at the earliest possible.
   
6. I am facing poor sound quality when using Reliance Net Call. What can be the possible reasons and fixes?
   The problem can be due to
   1. Voice Echo
      Try changing the audio device being used by the person you are calling: If they switch from speakers to a headset, the sound quality should be much better.
      Avoid using Speakers: Your microphone can pick up noise from your speakers, so if you use speakers, keep the volume low.
      Please note that echo cancellation is affected by the level of background noise around you. It works best when you're in a quiet spot to begin with.
   2. Background Noise
      To avoid background noise you can try to find a quiet location to call from. Move your microphone closer to your mouth and away from noise sources like your computer’s fan. Use high quality headsets and handsets. Built-in microphones in computers and webcams are more prone to picking up background noise.
   3. Choppy Voice
      Choppy voice generally occurs in case of a low bandwidth connection where there might be packet drops and disturbance.
      Contact your internet service provider to check if the internet connection is working properly.
      

3. Services

a. PC to PC calling

i. Instant Messaging (IM)

1. Can I send IMs to my friends using AOL/ICQ/Yahoo/MSN/any other messenger?
   Currently we are offering IMs to other Reliance Net Call users only.
   
2. How can I customize (change the font size, style, color) the text in my chat window?
   In the chat window; click on the font option to change the font style or size of the text and click on the set color option to change the color of the text.
   
3. How can I send IMs using Reliance Net Call?
   On the Reliance Net Call soft-phone click the “Contacts” section and click on the message icon (looks like an envelope) and start chatting in the window that pops open.
   
4. Can I send an SMS from my PC to any fixed line or mobile?
   This function is currently not available with Reliance Net Call.
5. My chat window got closed by mistake in the between a chat session, can I view my chat history.
   Yes, you can view the chat history for the same login session when you initiate the chat again with the same user.

ii. Conference Call

1. Can I make conference calls using Reliance Net Call?
   Yes, you can make conference calls using Reliance Net Call. You can connect up to 5 calls at the same time.
   You can take only one phone in conference in a single session.
2. How can I start conferencing?
   Initiate more than one call and once you are connected, select the calls you want to put in conference, by pressing the ‘Conference’Conference’ button displayed at the bottom of the active Calls window. You will be able to talk to all the selected calls and they will be connected with each other too. You can also put the contact you don’t want to talk on hold by clicking the ‘Hold’ button.
   
   Please Note: The conference button appears when a minimum of 2 calls are connected. Also, you can take only one active phone call in conference in a single session the other 4 calls can only be free Reliance Net Call to Reliance Net Call calls (PC to PC).
   
   The ‘start conference’ button changes into stop conference button once a conference call has been initiated. Click the stop conference button to discontinue the ongoing conference call.
   
3. How can I remove a participant from an ongoing conference call?
   To remove a participant from an ongoing conference call, click the “Remove from conference” button to remove a call that you had put in conference. The rest of the calls that were in conference will remain on conference and you can continue talking to them. You can click the  ‘Add to conference’ button to put the removed call in conference again.
   
   The conference automatically stops if you keep removing the participants from the conference until just one call is left in the conference.

iii. Video Call

1. What is Reliance Net Call’ Video Call?
   Reliance Net Call’s video call allows you to talk face to face by sending and receiving live video, using a webcam
   
2. How can I start using video call?
   For making a video call, both the users should have webcams installed on their PCs. You can start a video call from “Call phones” section by entering the user id and then pressing “Start Video” button or by clicking the video button next to a contact added in your Reliance Net Call contacts list.
   
3. Can I start video during an audio call with the same contact?
   You cannot start a video call during an ongoing audio call. In order to make a video call with the same contact, you have to disconnect the ongoing audio call and then start a new video call.
4. Is it necessary to have a webcam to make and receive video calls on Reliance Net Call?
   Yes, you need a webcam to make and receive video calls. If the webcam is not pre-installed then you need to install it before starting a video call. If the receiver does not have a webcam installed on their PC then, you cannot see the receiver but the receiver can see you in their video window.
   
5. Which webcams are supported by Reliance Net Call?
   Almost all PC-compatible webcams of the latest versions are supported by Reliance Net Call.
   
6. What are the charges for making video calls through Reliance Net Call?
   Reliance Net Call’s calling service is currently being offered absolutely free of cost.
   
7. Can I make simultaneous video calls?
   Currently we are supporting only one video call at a point of time.
   
8. Can I make an audio call to another contact during an ongoing video call?
   You can make an audio call to another contact while still being on an ongoing video call.
   
9. Can I send an IM/chat using the instant messenger while on a video call?
   Yes, you can send messages through the instant messenger to the same or other contacts while on video call.
   
10. Will the speed of my internet connection affect the quality of my video calls?
    Yes, the quality of video call depends on the speed of your internet connection. Reliance Net Call works best at a minimum internet speed of 256 KBPS at both your and the receiver terminals.
    
    If you are experiencing problems with video quality due to slow internet connection, we recommend:
    1. Closing other applications that use the internet, especially those playing music or video
    2. Cancelling any file transfers in progress
11. Is video call available for MAC OS?
    Currently, video call is available only for Windows users. We are working to provide video call for Mac OS users, as well.

b. PC to Phone Calling

1. What is Call Phones service?
   Call Phones service lets you make calls from your PC to any landline or mobile across the world. Just select Call Phones in the sign up to avail of the service. To check out our rates click here.
2. How do I place a call using the Reliance Net Call?
   To make affordable international PC to Phone calls
   1. You can initiate a call from your contact list by clicking the call button. Or select the country you are calling and enter the phone number along with the area code and click on the call button.
   2. You will hear the ringtone once the call gets initiated.
3. Are the charges the same for calling landline or mobile numbers?
   You can check the charges from the list as per the charging.
4. Can I block users in my buddy list or numbers I receive calls from?
   To block a user, right click on the contact you want to block, in your Contact list and select the option “Block”.
   You can also block a specific phone number from reaching you by specifying the number and clicking the “Call Block” link in the “Action” section of the soft phone.
   
   To unblock the blocked users, right click on the contact and select “Unblock”. You can unblock a blocked phone number by clicking the “Call Block List” link of the “View” section of the soft phone.
5. Does the receiver of my call through Reliance Net Call be charged?
   No charges will apply to the receiver for accepting incoming phone calls from Reliance Net Call.  
   
   Note: : In some countries like US customer is charged for both incoming and outgoing; respective charges will apply for receiving calls on mobile phone in those countries.

c. Reliance Net Call Lite

1. What is Reliance Net Call Lite?
   Reliance Net Call Lite is a browser based client for Reliance Net Call which does not require you to download any setup and install. You can make free PC to PC calls along with affordable PC to Phone and Phone to PC calls using Reliance Net Call Lite
2. On Which browsers can I use Reliance Net Call Lite?
   Currently, Reliance Net Call Lite is available on Internet Explorer (Versions 6.0, 7.0, 8.0 and 9.0), Firefox (Versions 3.0 and 4.0) and Chrome (Versions 11.0, 12.0 and 13.0).
3. How do I install Reliance Net Call Lite?
   Reliance Net Call Lite can be accessed from the home page or in My Account page post login. Post accepting the terms and conditions, click on Install and follow the instructions to start talking from your browser.
4. How do I place a call using Reliance Net Call Lite?
   PC to Phone Call - Login to Reliance Net Call Lite. Select the country you are calling and enter the phone number along with the area code and click on the call button.
   
   PC to PC Call - Login to Reliance Net Call Lite. Enter the user name of the PC Contact and click on the call button.
5. How do I answer a PC-Phone Call using Reliance Net Call Lite?
   Login to Reliance Net Call Lite. Click on Answer button in Incoming Call to answer the call.
   
6. How do I uninstall Reliance Net Call Lite?
   Reliance Net Call Lite can be uninstalled like any other application from Add/Remove programs in the Control Panel.
   
7. Do I need a new user name for using Reliance Net Call Lite?  
   No, you do not need a new user name for using Reliance Net Call Lite. Reliance Net Call Lite is a feature that users can use to talk directly from their browsers.
   
8. What the features offered with Reliance Net Call Lite?
   Reliance Net Call Lite can be used to make PC-PC Calls, PC – Phone Calls and Phone – PC Calls.
   
9. How can I view my buddy list in Reliance Net Call Lite?
   This feature would be functional very soon. Keep watching this space for updates!!
   
10. Can I use Reliance Net Call Lite client and Reliance Net Call client simultaneously on the same PC?
    Yes. But please ensure that Reliance Net Call Client is not running before starting Reliance Net Call Lite.

4. Payment

a. Currency of Payment

1. What currencies does Reliance Net Call support?
   Currently we accept payment in the below currencies
   1. USD (US dollar) $
   2. EUR (Euro) €
   3. GBP (Great Britain Pound) £
   4. AUD (Australian dollar) $
   5. SGD (Singapore dollar) $
   6. CAD (Canadian dollar) $
   7. HKD (Hong Kong dollar) $
2. Can I choose my currency?
   Currently the currency will be mapped against the country you select at the time of registration. The respective currency will be shown as the default currency in payment page which comes through a confirmation mail for the first time on your registered email ID.
   
3. Can I change my default currency?
   No. Currently we do not support this feature due to regulatory requirements.
   
4. What will be my default currency?
   The Default currency is the currency which is mapped against the country you have selected at the time of registration.
   
5. Can I make a payment in a different currency?
   Currently you can make payment only in the default currency registered for your account. If you wish to transact in any other currency, you will have to create a new account.

b. Instant Pay option

1. What is Instant Pay option?
   Instant Pay option helps customers to recharge their account 'on-the-go' without having to login and traverse through the internal pages. This will facilitate better user experience by increasing convenience.
2. Who is eligible to make a payment with the Instant Pay option?
   Instant Pay facility is only for PC-PSTN Recharge.
3. What are the steps involved?
   Click - Enter your User ID
   Pay   - Once that's done select a recharge amount from the options provided. Basis selection, tax is calculated and total amount is displayed. Then enter your card details for payment.
   Confirm - Next, confirm the payment amount and enter your authentication details.
   And you're done! - Your RNETCALL Account will be recharged instantly; payment receipt page is displayed and Email is sent towards your Instant Pay recharge.
4. Are all Promotion Benefits/Recharge Offers are also valid on recharges through Instant Pay?
   YES

c. 3D-secure

1. What is 3D secure payment?
   3D Secure protects your card and adds an extra layer of security at the point where you enter your credit card information online. During an online purchase because of Password protection it gives added assurance by authenticating you while using your credit card. Even if someone knows your credit card details the purchase cannot be completed without your password.
2. How does it work?
   After submitting your credit card details on Reliance Net Call page, the bank page will appear requesting for your personal security code. Your bank will authenticate the transaction within seconds and validate if the purchase is genuine.
   
   If you haven't used Verified by Visa or MasterCard Secure Code earlier, you can enroll for this feature which will take few seconds- It's that easy and simple. You can do this during the payment process, or activate it in advance through the  Visa or MasterCard website.
3. What are the benefits of 3D secure payments?
   A personal Password means added protection against unauthorized use of your bank card/credit card when you make transaction online. VBV / MS Secure code protects your existing Visa / Master card with a password, giving you assurance that no one but you can use your Visa / Master card for electronic payments. It adds a second layer of security to your card.
   
4. Can I make a credit card transaction without registering for 3D secure?sitemap
   It is mandatory to register for 3D Secure before proceeding with any transactions on our services.
   
5. After I register, how long does it take for Verified by Visa/MasterCard Secure Code to become active for my card?  
   The functionality of VBV/MasterCard Secure Code is made available as soon as your registration is completed successfully. Registration is a one-time activity for each and every card. You can use your password to log on to any 3D secure site to make online transactions.
   
6. Is my personal information safe and secure?
   Yes. Your card details are encrypted and stored on a secure server and fully compliant with Verisign.
   
7. Do I need any special equipment or software on my computer to avail 3D Secure?  
   No, you don't need any special equipment or software on your computer to avail 3D secure.  
   
   More information:  For additional information please visit following websites:
   
   Verified by Visa
   • Information and Activation
     
   • Demo's of using Verified by Visa
   MasterCard SecureCode
   • Explanation and Sign up
     
   • How it works Demonstration

d. Call Rates

1. Why was I charged when my call was dropped?
   Any call with duration longer than 1 second will be charged.
   
2. What are the call rates?
   All the PC to PC calls (video and voice) are absolutely free. To know the rest of our affordable international call rates,  click here
   
3. Which of the offered services are chargeable?
   We offer the most competitive rates for calling phones using Reliance Net Call. To know the rates, click here.
   
4. What are the call rates on roaming?
   Call rates will remain the same. Calling rates depend only on the destination country and not the country of origination. To know the applicable rates,  click here

5. Call Related

a. Voice Quality

1. Will I notice any improvement in call quality compared to other VoIP service providers?
   Yes, you should be able to perceive a distinct improvement in the voice quality as we route your calls through our own private network unlike others who carry voice over public network
2. I do not have a microphone or headset. Can I still avail your services?
   You can use Reliance Net Call services with your inbuilt microphone if available. If you don’t have an in-built microphone then you can use instant messaging services offered by Reliance Net Call. However, for voice based services you need to have a microphone or headset for availing our voice based services and a webcam for the video based services.
3. Can I test the voice quality of calls?
   Yes, you can test the voice quality of calls after logging into the Reliance Net Call soft-phone. Click the ‘Actions’ tab and click the “Test Call” in the menu followed by “Make a Test Call” in the submenu. Follow the voice prompt instructions then start recording your voice for 30 seconds and listen to your voice to check the quality of voice.
   
   You can also initiate a test call directly from the Contacts list, where it has been added by default.

6. My Account

a. View Usage

1. How can I view my call records?
   You can view call records by logging in to your Reliance Net Call account & then clicking on the View Usage tab of “My Account”.
   
   You can view your call records by logging in to the My Account section of the website.
2. I delete call records from my account’s history?
   Currently you cannot delete the items from the history from our website.
   
   Call records from the soft phone will get deleted automatically once you sign out.
3. How can I check the account balance amount in my Reliance Net Call account?
   You can check the account balance amount by logging in to the “My Account”section.

b. Edit Details

1. How can I edit my profile details?
   You can edit your profile details by logging in to the “My Account” section and clicking the Edit Profile tab.
2. How can I change my password stored with Reliance Net Call?
   You can change your Password by logging into the “My Account” section and clicking on the Change password tab.
   
3. Can I change the email id which I used to register with Reliance Net Call?
   Currently, you cannot change the email id which you used to register with Reliance Net Call.
   
4. Can I change the user name of my Reliance Net Call account?
   No, currently you cannot change the user name of your Reliance Net Call account. For a new username you have to create a new account with Reliance Net Call.

c. Change Plan

1. How do I change my plan to “PC to Phone”?
   You can buy Reliance Net Call credit/ talk time by logging in to your Reliance Net Call account & then clicking on the Recharge tab of“My Account”. Once the payment is successful the service will change automatically.
2. How do I change my plan to “ALL SERVICES”?
   You can subscribe to ALL SERVICES by logging in to your Reliance Net Call account & then clicking on the Recharge tab of “My Account”. Once the payment is successful the service will change automatically.
   
   When you register for ALL service you get all the three services provided by Reliance Net Call i.e. PC to PC; Call Phones and Incoming Number.
   1. PC to PC service lets you call other Reliance Net Call users on their PC from your PC, absolutely free
   2. Call Phones service lets you call any phone from your PC
   Incoming Number is an online number mapped to your user-id so that friends and family can call you on your PC from their Phones
   

d. Change Password

1. How can I change my password stored with Reliance Net Call?
   You can change your Password by logging in to your Reliance Net Call account and then clicking the “Change Password” tab in “My account” section.