What do I need to use Virtual Voice?+
A broadband or mobile data connection and a device to install the app on — phone, tablet, PC or Mac. That's it.
How quickly can I be up and running?+
Minutes. Choose a number, download the app, sign in and start calling. Porting an existing number takes 5–10 working days, and you keep your old line until it switches.
What do I do once my order is placed?+
Nothing at first — we provision your line, usually within one working day. Once it's live, add your name and (if you'll use the app) your email address under Your extension in the portal, then set your app password from the invite email we send.
Do I need a desk phone?+
No — the app is all you need. If you'd rather have a physical handset, desk phones arrive pre-configured: just plug in the ethernet cable and power, and it registers automatically within a few minutes.
Is there a contract?+
Plans are rolling monthly — there's no long-term commitment. Pay monthly and cancel any time, or choose annual billing and save 10%. You get a 30-day refund guarantee on all plans.
How does annual billing save me money?+
Paying annually takes 10% off your plan — for example £10.80/yr on VoIP 250. We always show the exact £ saving.
Can I cancel my plan?+
Yes — raise a support ticket and we'll close your account at the end of your current billing month. You keep full access until then and get a final invoice, no early-termination fee.
Which devices are supported?+
All four: iOS, Android, Windows PC and Mac. One number works across every device you sign into.
Can my whole family use the line?+
Yes. VoIP 250 and Unlimited allow multiple simultaneous calls so family members aren't waiting for the line.
What if I can't sign in or there's no audio on calls?+
Make sure you've set your password from the invite email and your extension shows as Live, not Pending. For no audio, check the app has microphone permission and your mic/speaker are selected correctly — if you're on mobile data rather than WiFi, some networks restrict VoIP calls, so try WiFi to confirm.
Is there a browser extension?+
Yes — the Chrome extension adds click-to-dial, so clicking any phone number on a webpage calls it through your Virtual Voice line. Sign in with the same email and password as the app.
When am I billed?+
Monthly plans bill on the same date each month; annual plans bill once a year. International calls are added to the following invoice.
How do I see my invoices?+
Every invoice is in your customer portal under Billing, with a downloadable PDF and an itemised breakdown.
What happens if a payment fails?+
We'll email you and retry after 3 days. After two failed attempts your account may be suspended — inbound calls still connect but go to voicemail, and outbound calls stop. Update your card in the portal to reactivate instantly; nothing is lost.
Can I keep my number?+
Yes — we port most UK landline numbers for a one-off £19.99 inc VAT. You keep ringing as normal until it switches across.
Will there be any downtime?+
No. Your existing line stays active right up to the moment your number goes live on Virtual Voice.
What's the Letter of Authority (CLoA)?+
It's the authorisation that lets us request the transfer from your current provider — you sign it as part of your port request, so there's nothing extra to post or scan. Don't cancel your old contract until we confirm the port is complete, or the number can be lost.
Does my desk phone need any setup?+
No — every phone we send is pre-configured before it ships. Plug in the ethernet cable and power, wait a few minutes, and it registers automatically. No passwords to enter.
My phone won't register — what do I check?+
Confirm the ethernet cable is in a port with internet access and try a different cable or port. If your order still shows as Provisioning rather than Live, we're still setting it up. Otherwise raise a support ticket with the MAC address from the sticker on the bottom of the phone.
What if my phone arrives faulty or damaged?+
Raise a support ticket within 7 days of receipt with the MAC address and a description of the fault, and we'll arrange a replacement.
Can I still call 999?+
Yes. Emergency calls work as normal. We collect an emergency address for your number so the emergency services can find you if you call 999.
What if there's a power cut?+
Because VoIP uses the internet, calls need power and connectivity. Keep a mobile to hand as a backup during outages — we explain this clearly at sign-up.
How do I get help?+
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.
How fast will I get a reply?+
It depends on priority — critical outages are escalated immediately, while general questions are usually answered within one working day. The more detail you give (what you were doing, when it started, what you've tried), the faster we can help.
