FAQ
General
If I use Skype, then my calls will also be free?
No, in addition to what Skype charges for calls from your PC to mobile and fixed-line numbers, you will also pay for the use of the Internet. Moreover, Skype uses a great deal of bandwidth, to the detriment of your colleagues’ Internet access. The same applies to (VoIP) phone calls using other programs such as MSN and Google.
How can I play back my voicemail?
You can listen to your voicemail free of charge from any (VoIP) phone in the compound. To do this from a fixed-line phone, key in *98 followed by your phone number (closed with a #) and your PIN code (123 and closed with a #). Then you can listen to your voicemail messages.
For a WiFi (Samsung) phone, key in *97, which takes you straight to your voicemail menu.
You should immediately change the PIN code to a personal code, and perhaps also change the personal welcome message. This can be done in the menu after 0#.
Please refer to the list of voicemail codes >>>
Why am I unable to make calls to the Netherlands?
In order to make free phone calls from Afghanistan to fixed-line and mobile numbers in the Netherlands via e-Welfare, your account must have a positive balance (at least € 0.02). With no money in your account, the system will refuse to set up a call. When an account is created, we automatically credit it with this € 0.02.
Another thing to remember is that you should place calls as if you were located in the Netherlands, so do not prefix the number with the 0031 country code for the Netherlands.
Can premium (0900) numbers in the Netherlands also be called free of charge?
It is not possible to call premium (0900) numbers from the mission area.
How do I go about calling my first contact outside the Netherlands free of charge?
If your first contact lives outside the Netherlands, it might be possible for this foreign telephone number to be approved as a free number. To apply for approval, you should contact your S1. We can only make numbers free if the request has been made via the official channels.
My number has been approved for free calls to my first contact outside the Netherlands, but I cannot place these calls or I have to pay for them.
It sometimes happens that you accidentally key in a wrong number. Since this will not be the free number, the counter will start running. If you only had the original € 0.02 in your account, this will disappear and you will no longer be able to make any calls. So double-check that you always key in the right number. If you use a GSM mobile phone, a WiFi phone or a softphone, we would advise you to create a phone book and in this way avoid calling a wrong number.
GSM
What do I need to make use of the e-Welfare mobile phone network?
- Your own simlock free mobile phone not older than 4 years (because of the compatibility with the system)*
- e-Welfare SIM card (for sale at the Dutch ECHOS Home).
- e-Welfare account.
- € 25,- deposit (will be paid seperately through the payment system and not through your e-Welfare account).
*e-Welfare does not provide any support for the handsets
How can I activate my SIM card?
- Take your own simlock free mobile phone.*
- Take your e-Welfare SIM card (for sale at the Dutch ECHOS Home) and have it ready during registration.
- Go to "(De)activating your SIM card" at the Telephony section in the right menu.
- Type in the SIM card number.
- Follow the steps on the screen, after which a the payment system will debit € 25,- for the deposit. It will not be paid from your e-Welfare account!
- Place the SIM card in your mobile phone and select the e-Welfare network (00104).
- It may take up between one hour until 3 working days before you can make a phone call (please note that the processing of a once-only debit authorisation takes three working days. Therefore, it also takes three working days before your SIM will be active. If you pay through Credit Card or iDeal it will take about one hour).
* e-Welfare does not provide any support for the handsets
I have paid the deposit, but I still can’t make calls by mobile phone.
- Please note that the processing of a once-only direct debit authorisation takes three working days. Therefore, it also takes three working days as well before your SIM is active.
- Make sure that your account has a positive balance of at least € 0,02.
- Make sure that you use the right settings.
How can I deactivate my SIM card?
- You can only deactivate your SIM card if it has been activated successfully.
- Go to "(De)activating your SIM card", the button "Deactivate GSM and pay back deposit" appears.
- Click the button "Deactivate GSM and pay back deposit" and follow the steps on the screen.
- After finalising the steps successfully the deposit will then be refunded to the account where you have paid the deposit from.
I deactivated my SIM card successfully, however, I still have not received my deposit back on my bank account.
If you have paid your deposit through iDeal or creditcard, the refund of your deposit will take a few days, after having deactivated your SIM-card successfully. Have you paid your deposit by means of a direct debit authorisation then the refund will take at least 31 days. This because the bank will give you the opportunity to cancel your request during these days.
Why is it now permitted to use GSM mobile phones?
Until recently, it was forbidden to use mobile phones in the Dutch compounds because of the so-called ‘roaming’ with other providers. This put the mobile phone in contact with various unsecured local networks. Calls could then easily be monitored by the provider and the caller could be localised. The e-Welfare GSM system has been developed as a Defence controlled mobile phone network, with its own servers and masts, making it completely secure.
Why did we change over to a GSM system?
A GSM system is easier to use than a WiFi phone or softphone. Moreover, new GSM techniques now make the creation of small local networks possible.
Can I use a GSM mobile phone at the same time as a WiFi phone or softphone?
No, unfortunately, this is not possible. Before the first use of your GSM mobile phone, make sure you remove or disable the softphone function on your laptop. You should also switch off your WiFi phone (often Samsung or Pirelli) or switch back to the default settings. This will avoid audio problems when using your mobile phone.
Can I send and receive SMS text messages with an e-Welfare mobile phone?
No, it is not possible to send or receive SMS or MMS messages via the e-Welfare GSM network. For sending to or receiving SMS messages from the Netherlands (this is not possible for other countries), you can use the SMS Messenger box on www.e-Welfare.nl
Why must I pay € 25 deposit?
The system links up the user to the e-Welfare GSM system. In order to prevent the system from being used more than necessary, it was decided to introduce a deposit.
Can I use the SIM card again later on?
Your SIM card is personal and can be used again for any subsequent mission. The SIM card can only be used for the e-Welfare GSM system and so cannot be used in the Netherlands.
Can I apply for the SIM card beforehand?
No, that is not possible. For the time being, SIM cards can only be bought at the Dutch ECHOS Home at Tarin Kowt.
WiFi
How long will WiFi remain operational now that a GSM system has been developed?
Wireless connections via a WiFi phone or softphone (laptop) will continue to be provided. The GSM network is an addition to the existing telephone service.
Can privately purchased WiFi hardware still be used?
Yes, you can continue to use it. The GSM network is an addition to the existing telephone service. Wireless connections via a WiFi phone or softphone (laptop) will therefore continue in operation. But you can’t use them at the same time.
I have set up an account and use a WiFi phone or softphone, but can’t make calls.
The most common fault is the use of settings that do not match the type of account that has been set up. In order to use telephone and Internet services in the mission area, you have to create an account via this website, www.e-welfare.nl
An account that was created via 12Connect can only be used in the Netherlands.
Do these phones only work in the compound, or are they of use at home as well?
These phones are standard Internet phones (based on the SIP standard). These phones also work in the Netherlands if they are connected to any wireless Internet network (home and hotspots).
Can I try out my WiFi phone or softphone at home with the settings given by e-Welfare?
No, that is not possible. The account can only be used in the mission areas. To use (or test) the phone in non-mission areas, you will have to set up an account via 12connect.com and use the settings as specified on that website.
My phone was set up properly, but now it doesn’t work.
It is possible that for some reason or other the settings are no longer correct. This means that these settings will have to be re-entered correctly by hand. For assistance, contact the CIS, who can then take up the matter with the SkyXS NOC (Network Operations Centre).
My SJphone has been installed, but cannot register or make calls.
When using a notebook with Windows Vista, all the firewall options must be disabled under the network card properties. This can be done using the msconfig command. It is also recommended that you give your antivirus software less aggressive settings. The softphone will then work better and make a connection more often.
The quality of my WiFi phone connection is very poor.
Problems with a WiFi phone are often caused by colleagues using a wireless WiFi device within the chalet. This might be a wireless router for gaming, a wireless WiFi mouse, a joystick, PSP with WLAN, etc.
This sort of equipment transmits on the same frequency that we use. Unfortunately, we have no solution for this. We advise you to report it to CIS in the COMCEN and ask if they can do anything about it.
They are usually able to detect such mini networks with special software, but it often helps to ask colleagues in your corridor if they use such equipment. The availability and quality of the connection depends to a large extent on having consideration for one another.
