Truphone on the iPhone - the story so far...

It's now around a week since we announced Truphone on the iPhone - the first low-cost VoIP calling app. on what is surely the most talked-about phone on earth.

We've been fortunate to have received some great coverage, including

• Walt Mossberg listing us as one of his Ten iPhone Programs to Check Out in his hugely-respected All Things Digital blog
• Michael Arrington of TechCrunch reporting that "the sound quality was excellent"
• And cnet's download.com saying "...want to cut down on international call costs? Truphone's new iPhone app might be worth checking out."

However, as is the case with many 'firsts' in the technology sector, we've also had some good feedback on what we could improve. Specifically, we've had a few reports of difficulties making calls. We think we're getting a good handle on these and we want everyone to know that we're working hard on fixes and other improvements to the service.

We are also constantly updating our website and the mobile voip forum. If you have any specific queries, please do contact our Customer Support team.

Thanks

Alistair Campbell
Truphone CTO

Comments

[Johnny Andre Roland]

Hi there!

First of all, thanks for the great program, truphone for IPhone!

I just have one question regarding credit and use of the truphone. I just called Sydney, Australia from Oslo, Norway with no problem what so ever.

...but before the call I had about 2 dollars of credit, after the short call I had minus in credit, now this couldnt be possible. ...but anyway I topped up with 5 USD and when my account was updated, it was over 7 USD ?????

Shame it doesnt get updated properly straight away

Keep up the good work

yours truly

Johnny A Roland
Oslo, Norway

[juanjux]

The application works great, but you've chargued me twice your published costs to call to Spain fixed lines, 6 c/minute instead of 3, which is not nice:

19-Jul-2008 08:52 3491XXX4440 00:00:06 0.060
20-Jul-2008 13:41 3491XXX7969 00:01:50 0.120

Today also I've got one calls I didn't started (just call and hang before the call was started) that were billed as a TWO minute call:

20-Jul-2008 11:57 3491XXX2911 00:01:41 0.120

So, it seems, you've lots of things to improve besides the sound quality.

[patburke]

I used truphone on my iPhone for the first time yesterday. It was for a call from the US (Delaware) to Ireland. The sound quality on my end was excellent. On the Irish end my friend reported some slight echo.
I like the simple interface and the ability to use to my Mac Contacts list. This is an impressive product.

The echo is reminiscent of the early days of Skype. I hope this can be minimized in future versions.

[John M]

Hi,

Great app! Really works a treat. I just called a landline in Spain from my iPhone in Ireland and the sound quality was very good.

Best of all, the 18 minute call only cost €0.69!! Looking forward to many savings!

[Giuseppe]

I think it is not clear what Truphone charges for calls, so far I have been calling Italy (from sweden) and it has been expansive not at all what the site said!!!
On top of that the quality of the calls were horrible. A couple of time I had to call back because unable to understand what the other person was saying. I think it needs a lot of improvements.
As for me I will wait for Skype to be available for the iphone. I am done with Truphone, as soon as I finish the credit if not improved I will remove it from the phone.

[Ivan Solvason]

I tried the Truphone on my new iPhone 3G in Denmark. Got 4 dollar credit, placed 3 successful calls, then credit was double, then it was normal and program stopped working. Thought it was a credit issue and loaded 20 dollar credit
Wrote support, uninstall/reinstall - did not work
Wrote again, uninstall, shut down phone, re-install - did not work
Wrote again, uninstall, clean up iPhone (virginize it) and try again. I said - no way am I doing that and asked to get my money back
Support said - it is NOT OUR POLICY TO RETURN MONEY!!!???

I told them this is not OK and they never replied back.

So now I am WARNING EVERYONE AGAINST TRUPHONE...

Wait for Skype, Jajah or other VoIP services that work

Bad program, bad company, bad support and well - Truphone sucks

(A very angry user).

Ivan

[Sher]

I live in USA, my mobile plan has 450 minutes of calling anywhere in the US or receiving calls. Using Truphone, does the Truphone uses those minutes? (I want to make sure that my 450 minutes not used, another ward, does it make the connection to international numbers and connects them to my carrier locally and takes away from my local minutes?)

[Daniel]

Thanks truphone for been thep pioneer in wifi for Iphone. I am very surprised other well known companies are not jumping in the same wagon as your company is.

The service is great, the sound is very clear.

I wish you could make a pc application so ppl around the planet can call me on my iphone for free.

Thanks
MyIphone

[Katie Brimble]

Hi Ivan,
I am sorry to hear of the poor service you received from Truphone. I have just sent you a personal email asking for further information so I can investigate further for you.
We would very much like you to give Truphone another try!
Regards
Helpdesk Manager
Truphone Support Team

[matti boi]

LOL... all i want is the truphone iphone app. with skype...

working away down the mine in remote australia.. not much coverage ere.. but ive managed to hack into my sites satellite feed and access the wifi.. gOOdie O... but no voip..

LOL i have to wait (AGAIN) to get in2 mobile coverage to activate truphone.. i did it initially off my home satellite feed thinkin it would work but the activation called the sat phone.. LOL

anyway.. back to my bitchin...

all i want is truphone iphone w/ skype to call my boi back ome...

xo me..l gotta go a koala is trin to hump my leg

[Craig Stinson]

Worst App ever Uninstalled after 4 hours fighting with it never could get yahoo to login and skype took 5 tries I'm email apple to recommend pulling this app don't waste your time

[Heath from Tru]

@Craig - Sorry to hear you have had a problem with our application. If you are willing to give us another try, our customer support team should be able to help resolve the issues you are having logging in to Yahoo and Skype. If you are interested, please email support@truphone.com.

[Saad Medlege]

Truphone Username: smedlege or Account Number: 3520556

Since one or more week, truphone is not working.

Wifi call: I Get the message can't make Voip call either for trufriends (including call test, message and voicemail) or direct via my credit balance.
I reinstall the truphone as mentioned in the troubleshooting; Same problem.

Your help is needed.

Saad Medlege

[Heath from Tru]

Hi Saad,

Sorry to hear you are having issues making calls.

Can you please send a quick email to support@truphone.com, and one of our support staff will give you a hand.

Thanks,
Heath

[Sasha]

After contacting support and getting a form letter answer I am contacting again with the same error.

I am unable to place VOIP calls over WiFi I uninstalled reinstalled and it worked for 6 calls and now is back to giving me the "Can't make VoIP call. Would you like to place a Truphone Anywhere call?" error.

Otherwise love the service.

What is the next step to troublshoot this problem?

[Sasha]

In order to try to solve this problem myself I uninstalled TruPhone rebooted and now get a message saying I must upgrade to 4.0 in order to use TruPhone.

My iTunes is not saying I have an update so what gives?

Frustration level 6 out of 10

[Sasha]

Update for July 29 2010

Again I have received the completely unhelpful form letter from the "help" desk. See Below and my thoughts below that.

Dear Sasha,
>
> Thank you for your email.
>
> I am sorry to hear you're experiencing a problem with Truphone.
>
> Connecting to Truphone via Wi-Fi is the easiest and cheapest way to make
> Truphone
> calls.
>
> To Connect To Truphone Please do the following...
> 1. Configure your iPhone to connect to a wireless access point by
> navigating to
> Menu > Settings > WiFi.
> 2. Once connected, simply open Truphone Application
> 3. Truphone will connect automatically.
> 4. When connected the Truphone logo (on the Keypad tab) will be enclosed
> by
> ((Green Brackets)).
>
> If you wish, you can then try calling our echo test number...
> 1. Open the Truphone Keypad tab.
> 2. Check that Truphone is connected - the Truphone logo will be enclosed
> by
> ((Green Brackets)).
> 3. Dial 130 (This will test the connection between your iPhone and the
> Truphone
> server).
>
> http://www.truphone.com/applications/support/?pane=0
>
> Please let us know how you get on. Simply reply to this email for further
> assistance.
>
> Kind Regards,
> K P
> The Truphone Support Team

Come on people! I sent you a specific error support request twice now and received the same canned message each time. How do I get real support???

Also where do I find the previous version of the truphone.app that works on firmware 3.1.3?

Anybody listening?

[Heath from Tru]

Hi Sasha,

Sorry you are not getting the support that you need.

Can you please drop me a note at marketing@truphone.com and I will make sure you get a helpful response ASAP. If you can include any support ticket reference number you received that would help.

Regards,
Heath

[john]

where do I find the previous version of the truphone.app that works on firmware 3.1.3?