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Frequently Asked Questions
We have compiled a list of FAQs to help not only our new customers setup their services, but also for our current customers who are looking to configure some of our more complex features. Use the search box below to find answers to any questions or problems you might have.
If you are unable to find an answer to your query, please call us on: 0330 122 6000
VoIP
- How do I change the Call Plan each user is on?
- How do I make or receive a VoIP call?
- How do I remove a user?
- How many lines can I have?
- How many lines do I need?
- How much bandwidth do I need to make a VoIP call work?
- How well does VoIP work over a mobile network and will the call quality be good?
- I have a VoiP device that doesn't seem to work with VoIP. How do I get it to work reliably?
- I'm terrified of using VoIP in case my broadband or data connection goes down and I can't receive calls to my important number. Does Yay.com have a solution to that?
- I've been billed / charged at a higher rate than I expected to be charged. How can that happen and why does it happen?
- Is the quality of a VoIP call as good as a traditional phone?
- What is a SIP User?
- What is Call Encryption, TLS and SRTP?
- What is VoIP?
- Why am I a Legacy User?
- Why does my phone ring but there's no one there & I can't see the number in my dashboard?
- How do I upload audio to my Dashboard?
- What are the DNS records and what do they mean?
VoIP Reseller
- Can I use my own merchant payment account?
- Can I use my own Paypal account with my VoIP Reseller account?
- Do I take care of the tech support to my customers or do you do it for me?
- How do I get paid when I resell Yay.com VoIP services?
- How to set the call and package rates that your customers will be charged
- I've heard VoIP has a lot of fraudulent activity. Who takes care of that, you or I?
- Is there anything I can do on Yay.com that isn't available to me in the API?
- The store builder is great, but how do I customise it further or build my own app?
- What image file formats can I upload in?
- Why can I only update my call rates once every 24 hours?
- Why does Yay.com charge a transaction fee/processing fee?
- How does reseller billing work?
VoIP Provider
- Who are Yay and what do you do?
- Can I test your service before sign up?
- How do I choose a VoIP Provider?
- I have a Virgin Broadband connection and I can't make or receive calls and/or call quality is bad.
- We are located in a Regus serviced office and I can't get my service to work?
- Who are Yay and what do you do?
SIP
- What does "Allow External/Anonymous INVITE's" mean in my Dashboard under SIP Users and/or Numbers
- What is RTP?
- What is SIP ALG?
- What is SIP?
- How to set up a SIP trunk on a Grandstream UCM Hardware PBX
Phone Numbers
- Can I call international numbers?
- Can I transfer my number to use with Yay.com?
- Do lines need to be connected to my business physically?
- How long will my transfer take?
- How much does a call to a UK number starting 08 cost me, including 0845, 0870 etc and why?
- How to block numbers
- What are the costs for transferring my number?
- What are your number deletion rules?
- What documents do I need to transfer my number to Yay.com?
- What numbers are considered to be a UK landline?
- Will I lose my number if I don't pay my plan renewal?
- Will there be a period of down time when my number transfers?
Cloud PBX
- Can I personalise my Caller ID / CLI on a call by call basis
- How do I use the Out of Hours diary?
- What is a call route and how do I use it?
- What is BLF?
- What is Call Parking and how does it work
- What is Monitored Call Parking and how do I set it up?
- What is Call Pickup and how do I set it up?
- Can I swap my call routes on the go?
- How do I set up FreePBX to work with Yay.com?
Call Forwarding
- Can I divert my new number to my mobile and/or another landline number?
- I've forwarded my number to a mobile but I can't make or take calls?
VoIP Phones
- Grandstream GXV 3275 Setup
- How do I configure a Panasonic HDV-130?
- How do I configure a Polycom VVX 400 business media IP phone?
- How do I configure my Cisco 7940/7960 for SIP service?
- How do I disable ghost calls on a Yealink W52P?
- How do I eliminate ghost calls on my Yealink T48G phone?
- How do I enable call forwarding on my device?
- How do I enable Short Codes on a Grandstream or Cisco VoIP device?
- How do I make my call route display on my Grandstream when my phone rings?
- How do I make my Message Waiting Indicator (MWI) flash when I receive a voicemail on my hardware phone?
- How do I set up a Cisco SPA303 IP phone?
- How do I set up a Cisco SPA504G IP phone?
- How do I set up a Cisco SPA942 IP phone?
- How do I set up a Gigaset N300IP/N510IP phone?
- How do I set up a Grandstream DP715 IP phone?
- How do I set up a Grandstream DP750 base and DP720 handset?
- How do I set up a Polycom VVX300 business media IP phone?
- How do I set up a Snom IP phone?
- How do I set up a Yealink T series IP phone?
- How do I set up BLF on a Grandstream phone?
- How do I set up my Polycom IP550 business media phone?
- How do I setup a Cisco SPA112 VoIP adaptor?
- How do I setup a Grandstream HT701 VoIP adaptor?
- How to transfer calls on a Siemens Gigaset DX800 All in one VoIP Phone?
- I'm trying to activate SIP TLS Encryption on my Yealink phone but it doesn't seem to be working?
- What is a dial plan?
- Why can't I make TLS (encryption) work on my Siemens Gigaset phone?
- Why does overlapping requests appear on my phone?
- How do I register a Yealink W52 handset to the base?
- How do I set up a Cisco 8861 phone?
- How do I set up BLF on my Cisco 8861?
- How do I factory reset a Snom 300 or 320?
- How do I factory reset a Snom 360 or 370?
- How do I factory reset a Snom 710?
- How do I set up a Grandstream GXP16xx or GXP21xx series IP phone?
Softphones
- Can I create something that will dial a softphone or application from my browser. So when I click a link, I can dial the number shown?
- How do I make and receive calls with the Yay.com VoIP WebPhone?
- How do I set up Grandstream Wave for Android?
- How do I set up Grandstream Wave for iOS?
- How do I set up Linphone on iOS?
- How do I set up Linphone on Mac?
- How do I set up SessionChat on iOS?
- How do I set up the MAC OS Telephone softphone app with my VoIP service?
- How do I set up the X-Lite softphone app wih my VoIP service?
- How do I set up the Zoiper Lite softphone app for Android?
- How do I set up Zoiper Beta on Android?
- How do I set up Zoiper on iOS?
- How do I use the Yay.com webphone?
- I have a Windows Phone and am using a soft phone, but sometimes I can't receive calls. Why is that?
- What is a 'soft-phone'?
- Where can I download VoIP software?
- How do I set up Linphone on Android?
- How do I set up Sessionchat on Android?
- How do I set up ZoIPer on a Windows phone?
My Account
- Can I add multiple addresses?
- Can I pay by Direct Debit?
- Can I pay with Paypal?
- Can I set different remits for each member?
- Do I have to buy a 'package'?
- Do I need credit on my account to make a call?
- How do I add call bundles to my account?
- How do I add extra credit to my account?
- How do I cancel my account & stop payment being taken?
- How do I change my address?
- How do I change my profile picture?
- How do I find my user login details?
- How do I make changes to my Legacy plan?
- How do I remove a member?
- Is there a minimum contract length?
- What credit, debit or payment cards do you accept?
- Why do I need to add Members?
- Why does my page not display correctly in Internet Explorer?
Voicemail
- How do I configure a mailbox?
- Listening to your voicemail from an external source or number
- What are the options for Voicemail mailboxes. Can I have different ones for a group of people and one for me personally?
- What's the default access number for my personal voicemail box?
- How do I listen to my Voicemail messages?
Music On Hold
- Can I use my Apple Mac and Mac OS to create spoken audio files for me using its Text to Speech feature?
- How do I change my Standard Ring in my Call Route?
- What audio file formats do you support?
- What codecs (audio compressors) do you support?
- What software/apps should I use to record and upload my audio / music files to Yay.com?
- Can I set my own Hold Music, and where can I do this?
Call Recording
- Can I legally record and / or monitor phone calls?
- Do I need to let the caller know if I intend to record and / or monitor their phone call?
- What is dynamic on demand call recording?
- How do I record my calls?
VoIP Routers
- Advanced IP Scanner Setup - Network discovery tool
- How do I disable SIP ALG in my Technicolor TG588v V2/TG589Vac?
- How do I disable SIP ALG in my Technicolour TG582n/TG589/TG585?
- How do I set up a Draytek with a Virgin Media Superhub?
- How do I set up a Draytek with an ADSL connection on Sky/TalkTalk/BT/Plusnet?
- How do I set up the Quality of Service (QoS) for a Draytek?
- I have a BT Business Hub Version 5 and am having issues making and receiving calls.
- LanScan Setup - IP scanner for Mac OS
- What do I need to change on my Firewall to make VoIP calls work?
- What ports on my firewall and/or network do VoIP Calls use?
- How do I put my Virgin Media Hitron CGNv4 router into Modem mode?
- How do I turn off SIP ALG on a Draytek router?
Domain Names
- I want to use my own domain name. Can I do that and if so, do I provide an SSL Certificate to you?
- What is DNS?
- What is a Name Server?
- How does a gTLD transfer work?
- Why does a Name Server transfer take much longer than a DNS record change?
- How to upload a list of domains as a .CSV file
- Can I make my domain ownership details private?
- Is there a fee if I make my domain details private?
- Can I import my existing DNS records?
- Create an email with your domain using Google G Suite
- How to set up email on a domain using Outlook Premium
- How do I create an email with my domain?