Frequently Asked Questions
Below are a few common support questions, with advice on how to navigate the issue. As with most support issues never underestimate the power of turning the device (be it router or phone) off and then on again.
When will I receive my Bill and How do I check the Cost?
You will receive a monthly invoice (around the 10th of each month) that includes a summary of the charges for the previous month.
You can also log into our online billing system to view the details of all of your charged phone calls for each previous month. Please note our online billing account will not be active until after the first month’s calling is invoiced.
What is VoIP?
VoIP stands for ‘Voice Over Internet Protocol’ which is technology that allows you to make phone calls using your broadband connection instead of a regular phone service.
Can I keep my current Phone Number?
Can I Call Normal Phones using VoIP?
Can I use a Normal Telephone?
Is VoIP easy to Install?
Can I get VoIP in my Area?
What happens if I lose my Internet Connection?
Do I need to leave my Computer on to use VoIP?
What if I have a Monitored Alarm?
What are Concurrent Calls and How do they Work for 1 or more Phone Lines?
The same phone number can have up to 5 concurrent calls, so 1 line can have several phones attached to it.
Or you could have 1 line for each person. The benefit of having more than 1 phone line is so you can transfer between them and each line can have it’s own voicemail
How do I transfer a Call?
Most phones will have a transfer button that will allow you to transfer a phone call to another line.
If for some reason the phone’s button doesn’t work there are star codes;
- #0 for an Attended Transfer
- ## for a Blind Transfer
How do I pick up Calls from Within my Call Group?
To pick up any calls within your call group dial *88 (star 88) and you will be connected with the caller.
If I cannot Remember the Star Codes for all VoIP Options - is there an easier Way?
Yes, you can use the IVR meny for features. Simply dial *99 and listen to the prompts. Or you can log into the VoIP Portal and changes your settings online.
How do I list my Number to be Public?
Yellow Pages Listing
If you want a listing in the Yellow Pages you will need to contact the Yellow Pages Group on 0800 803 803 to arrange the listing. You are entitled to one free listing per branch/address.
Free Listing Includes:
- Business Name
- One Address (this can be street or postal)
- One Phone Number
Additional entries to a listing are at a cost. This is anything from another number/address/website/email etc…
White Pages Listing
If you want a listing in the White Pages you will need to provide us the following information:
- One Address
- One Phone Number