Business FAQs

Extensions start at 200 and run sequentially. Each user gets an extension plus a direct-dial number, so internal calls are three digits and customers can reach people directly.

Yes — add a main company number for £1.50/mo ex VAT. It's the published front-door number that feeds your auto attendant or call group.

A Direct Dial In gives one team member their own number that rings only their extension, bypassing the main system — useful for senior staff. Add one from Numbers & DDIs for a small monthly charge.

Most portal changes — call routing, business hours, auto attendant — are provisioned manually by our team and go live within 20 minutes to 2 hours. New extensions or numbers can take up to a working day; number porting takes 5–15 working days.

Per-user bundles give each person 2,000 UK minutes for £5.50/user/mo — best when everyone is on the phone regularly. Shared bundles give the whole team a 2,000-minute pool for £14.95/bundle/mo — ideal for teams where a few people make most of the calls. You can add multiple shared bundles to top up the pool.

Pay annually and save 10% across your whole package. We show the exact yearly saving when you build it.

Prices in the portal are shown excluding VAT. Your downloadable VAT invoice PDF breaks out the plan fee, bundles, any add-ons, VAT at 20%, and the total inc. VAT — fully compliant for your accounts.

Yes, rolling monthly with no minimum term. Raise a support ticket to cancel or reduce your team size and we'll arrange it from your next billing date — your system stays live until the end of the month.

Geographic numbers £29.95 and non-geographic £69.95 each, one-off ex VAT, with no downtime during the switch.

Usually 5–10 working days from a signed CLoA. Your existing lines keep working until each number goes live.

It usually means the account details didn't match your current provider's records exactly — a wrong account number format or a name mismatch are the most common causes. We'll tell you the reason so you can correct it and resubmit.

We do. Tell us how calls should flow and our team sets up auto attendant menus, call groups, business hours and hold music for you.

A call group rings several extensions at once (or in sequence) so the first free person answers — good for a shared line. An auto attendant plays a "press 1 for sales" menu that routes callers to the right group or person before it even rings anyone.

Yes — set your hours per day in Business hours, turn on out-of-hours routing, and record or type a closed greeting. UK bank holidays can be applied automatically, and you can add one-off closure dates too.

All four platforms: iOS, Android, Windows PC and Mac. Each user signs in once and their extension follows them across devices.

No — the apps are all you need. Desk phones are optional; browse pre-configured Yealink handsets in the hardware shop.

Yes, for any extension with an email address set — missed calls go to voicemail and we email the recording with an AI transcript. Desk-phone-only users without an email address use the phone's own voicemail box instead.

Yes — the hardware shop is a straightforward retail purchase, no VoIP account required. Add items to your cart, check out with a delivery address and card, and it ships unconfigured, ready to use with any compatible system.

UK delivery only, with Next day, Next day by 12pm, or Next day by 10am at checkout. Next-day isn't guaranteed and some postcodes can take up to 2 working days.

Raise a support ticket within 7 days of receipt quoting your order reference, and we'll arrange a replacement or refund.

Raise a ticket from Support in your portal, or call us on 0191 543 3488. Our UK-based team is available Monday to Friday 8am–5pm and Saturday 9am–12pm.

Critical outages — no one able to make or receive any calls — are escalated immediately. High-priority and routine issues are typically answered within one working day. Include what changed, when, and what you've tried for the fastest response.