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Freewire help - Desktop application

One of the benefits afforded to you by your StudentCom or LivingCom account is access to the Freewire phone service, our global telephony and instant messaging platform.

Depending on your location, you will be able to use the service via the Freewire desktop application, a physical handset, or both.

What is the Freewire Phone application?

Put simply, Freewire Telephone is what's known as a Voice over Internet Protocol (VoIP) service. Instead of going down a normal phone line, your calls go through your broadband connection. You get a clearer, crisper sound quality, and more importantly you can talk for a lot less - and even for nothing - to anyone anywhere across the globe. Instead of a conventional handset, you get a 'virtual' phone on your PC screen. You can hear people on the other end through your PC speakers, and speak through your computer’s microphone.

As well as free calls to to other Freewire users, the service also offers:

  • Competitive rates for calls to UK and International landlines and mobiles
  • Instant messaging
  • Six way voice and four way video call conferences
  • Caller display and message waiting indicator, call ignore and call history, call forward, transfer and call record facility

How to use the Freewire Phone service

Installing the application

You can download and install the software from the 'Phone' section of My Account, or with the below links:

Download for Windows Download for Mac

Once the software has been installed, open the application. You may be asked to allow exception though your device's firewall.

You will then be prompted to login with your StudentCom or LivingCom username or Account ID and password.

Making a call

Enter the Freewire ID or phone number of the person you're trying to reach, either by clicking the numberpad icon or by using the number keys on your computer keyboard, then click the green 'Call' button.

Receiving a call

Receiving calls from other Freewire Phone users

When somebody else on the Freewire network is calling you, your Freewire phone will ring and the incoming caller’s number (and name if it’s in your Contact list) will be displayed in the call alert box. To pick up, just click ‘answer’.

Receiving calls from people who don’t have Freewire Phone

When people who aren't on Freewire wish to call you, they'll need to dial a Freewire Telephone access number first:

From the UK: 0844 546 0000

From overseas: +44 207 983 9388

Once connected, they’ll receive automatic prompts to enter your handset number or Freewire ID (Account ID).
Without these access codes, callers from outside the Freewire network won’t be able to get through, so it’s important to make sure anyone who calls you regularly has them to hand.

Top up your account

To speak to people aren't using Freewire, you'll need to have some credit on your account:

Go to My Account, select Phone, then choose one of the phone credit options.

How to add contacts

You can add people to your Freewire phone contacts list in several ways:

During a call - you can add the other person's details to your list by clicking on the call display.

Adding a contact one by one - you can also add numbers to the contact list one by one by clicking on the Contacts menu and choose Add Contact.

Adding a group of contacts - you can import contacts from a comma separated list (.csv file), or from another application such as Microsoft Outlook, Excel or vCard, by clicking on the Contacts menu and choosing import.

How to manage Freewire Phone Groups

You can add new contacts groups, or rename or delete an existing group by clicking the Contacts menu.

Freewire call rates

See here for the rates applied to calls made with the Freewire phone service. All calls between Freewire phones are completely free.

Troubleshooting steps

Unable to login

If you are having trouble logging into the app, please see here for instructions on how to check your username and password are correct.

Audio issues

If you're having audio issues you should check your device's input and output settings.

For Windows this will be under Control Panel > Hardware and Sound > Sound.

For Mac OSX this will be under System Preferences > Sound.

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