An announcement is a media file which is played to the caller. This can be used as a call greeting eg “Thanks for calling Dave’s Auto repairs. Please hold the line whilst we connect your call”
They are a great tool to give your business a professional look and feel. You can personalise the announcement to say anything you like, this can be done by using our text to speech services, or by uploading your down media via the customer portal
The unlimited bundle is activated against a VoIP user, and allows that user unlimited outbound calls to standard UK landlines and mobiles plus many international destinations. This bundle costs £7 per month on top of the £4 per month cost of the VoIP user.
Unlimited outbound calling is added via the customer portal once you have activated and verified your account.
Terms and Conditions for the Unlimited Bundle can be found within the footer of our website.
We offer straightforward pricing, clearly display costs and don’t tie you into any long term contracts either.
Your first number with is is free, unless of course you choose a memorable number which starts from £5 per month. If you need any additional number these are charged at £1.50 per month.
You can add a new VoIP user to your account for just £4, this means that you receive calls for free and also have the ability to make outbound calls showing your Love VoIP phone number as your outbound caller ID. Each user has a bundle of 100 minutes to call outbound. Most people use this via a mobile app installed on their mobile phone, but it can also be used on a desktop device or with a SIP compatible physical phone.
You can also forward calls to landline and mobile numbers, practically anywhere in the world. Forwarding calls means that you do pay to receive the call as we have to forward the call out of our network. You can check the cost of forwarding a call via our rate checker on our website.
Your monthly costs also include a whole package of excellent phone system features, you can activate these anytime via our customer portal. We also have a small selection of advanced services such as larger storage space for call recording which do cost a little bit more – but you can see up to date costs for these on your customer portal and on our current pricing page of the website.
Please note: Calls made to an 0800 number will always incur an incoming call cost of 7.5p per minute plus any call forwarding charges if forwarding to an external group member.
You can top up your account using any credit or debit card. You can also set up automatic top ups, which will add payment to your account if your account balance falls below a certain level. This is all set up online by yourself.
Credit on your account will expire after a period of 360 days from the date of the purchase unless you add more credit in the meantime.
To avoid losing this credit balance simply top up before the credit expires and the entire balance will roll over for another 360 days.
We email a credit expiry reminder in advance of any credit expiring, giving you plenty of time to top up and keep your remaining balance.
If you are using the Auto Top Up facility then you can avoid credit expiring by manually setting the trigger limit below that of your current balance, which will force a credit top up.
If your credit balance does expire then any unused allowances will expire as specified.
Expired credit is non-refundable.
Our rate checker allows you to easily check the cost of any call globally, so use this if you want to check the cost of calling outbound, or forwarding a call to a destination.
When entering a destination number into the rate checker, this will not only display the call cost to this destination, but if this destination is included in any of our call bundles.
To use our global rate checker simply visit our PRICING page.
If you have multiple accounts and wish to migrate phone numbers from one account to another then there is a charge for the time that it takes us to do this manually.
£10 – move a single virtual number from one account to another
To initiate moving a number between accounts please raise a support ticket by clicking on SUPPORT and selecting the appropriate option.
To maintain our very low costs we need to automate our processes, including payments.
We accept credit or debit card payments via our 3rd party card providers. This is a self service system that links to our portal and allows you to top up whenever you need more account credit.
The criteria for card payments is as follows-
Cards payment requirements
1 – registered 3D secure
2 – accept liability shifting from the donor bank
Card rejection reasons
1 – insufficient funds
2 – “Do Not Honor” rejection from the bank
3 – non 3D secured card
4 – non liability shifted rejection from the bank
5 – hard decline from the bank such as fraud
Card rejection actions
Anti-fraud checks
If our automated system find actions like multiple failed payment attempts, fraud rejections or similar, then the systems will automatically do the following –
1 – suspend access to your account
2 – depending on the rejection, the systems may cancel your number pending investigation
3 – email you on your registered email address to ask you to contact customer services to discuss your account
In this case just follow the instructions and customer services will investigate your account.
We comply with European directives on the payment for goods and services in terms of electronic transactions.
When you make a top up credit payment, you have to check a box to say that you understand that payments are not reversed, and no payments are refunded.
Account credit pays for services in advance. This is a prepaid service.
If you do not agree with this policy then please do not use our prepaid services.
If inbound calls to into your VoIP system are not being connected or if a message from us is played then please firstly try the following before submitting a ticket –
(1) Check your VoIP Users are active/registered VOIP/SIP USERS
If you are receiving calls to your VoIP users then please check the following-
– If using a mobile device, make sure that your VoIP app is displaying as REGISTERED. If not then switch it off and back on again.
– If you have an external destination phone number (landline or mobile number) in the call forwarding group, make sure you have credit on your account as a low balance will prevent the call from completing – If you don’t need the external divert number, just delete leaving only the VoIP users in the group
(2) LOW BALANCE
If you have an external member in your call group, such as a landline or mobile telephone number, you will need to keep your account in credit. This is because the system will see that the call may potentially be answered by the external group member and therefore a credit balance is required to be able to forward the call. In this case please simply top up your account and try again after a minute.
(3) Check your services
Under the service section of your portal please ensure that all your services are active on the account, you will need to check that the numbers, VoIP users and call / ring groups are all active. If anything needs renewing then simply top and and any overdue services will automatically renew.