Archives: FAQs

How do I cancel my account?

  • by admin

We hate to see you go, but if you wish to close your account then simply follow these steps.

1 – Log in to the portal

2 – Click on NUMBERS

3 – Click on your virtual number

4 – Click on CANCEL NUMBER

When an account has no numbers on it our systems will automatically set the status of the account to cancelled. This will set your account to cancelled, but allow you to log back in at a future date in order to retrieve invoices etc, or reactivate the account for future use. 

If you wish to shred your account completely, or if you are having problems cancelling your account then please raise a support ticket and use the cancel account option.

Failed registration errors

  • by admin

If you have attempted to register for a free account with us and have had a registration error then this may be because of one of the following reasons-

1 – Sometimes our systems receive such high volumes of registrations that they become overloaded, so it is worth trying again in a couple of minutes to see if the same issue occurs.

2 – Temporary/ghost email address – if you are registering using a temporary/ghost email address service then these are banned and we automatically reject these submissions.

3 – You already have an account – you can only register an email address against one account, so if you try and use the same email address more than once then this will be rejected – if you wish to close the original account in order to re-use the email address on a new account then simply click on SUPPORT and request that the account is shredded first.

If you are still having issues with account registration then please contact us using the CHAT facility on our website or click on SUPPORT and select to create a new account, and we will process this manually for you.

Ring time when forwarding calls to mobile devices

  • by admin

If you are forwarding calls to a mobile number then you may experience ring delays.  These are normally an issue related to the time that the mobile network takes to locate the handset across the mobile network via its local transmitter, and are part of the nature of mobile phone networks.

You will find that the time that it takes to connect to a mobile phone varies, depending on things like weather conditions, we infill this time with a “ring ring” tone, to avoid the gap that the caller would otherwise hear.

Whenever you answer calls via VoIP on your mobile device, you will notice that the connection/ ring time is much shorter.

Outbound Call Costs & Bundles

  • by admin

Once you have set up your account, you will be able to receive inbound calls from your voip users /extensions. Please note, our trial accounts are for inbound calling only

After the free trial period, each VoIP user will get a bundle of 100 free minutes to use to call UK landlines, mobiles and also some international destinations.  If you have exhausted your free bundle, then calls made to a UK landline cost 1.5p per minute, and a UK mobile is 7p per minute. You can also upgrade your VoIP user to have an unlimited outbound call bundle at a cost of just £7 per month.

For full up-to-date pricing for international destinations, rates can be found on our pricing page.

Problems calling out

  • by admin

If you are having problems calling out then please check the following-

1 – Firstly check the credit balance on your account by logging in, your balance is displayed at the top of the screen.

2 – Secondly use the rate checker on our PRICING page to check the rate of the call by typing in the telephone number including the country code.

3 – If the number you wish to call costs more than 50p per minute, or the balance that you have left, then the call will fail.

If you need any further help with calling out then please contact us using our chat facility, where we will be happy to help you.

Number Formatting for outbound calls

  • by admin

When you dial out using VoIP/SIP, the call is currently formatted to originate from the area that your virtual number originates. This means that calls made outbound are formatted in the format of a UK local call.

An example of this is as follows-

UK (0044) 03333 444211

dials as 03333444211 or 00443333444211

South Africa (0027) – Mobile 0731234567 or +27731234567

dials as 0027731234567

You DO NOT use the + when calling out, instead use 00 then the country code, and also remove the first 0 if you have one.

What is VoIP?

  • by admin

VoIP (also known as SIP) allows you to carry a call over the internet connection of your VoIP device, which can be an app on your mobile/tablet/PC/laptop, or using an existing VoIP handset or ATA box.

For example, many users install a free VoIP app and use this on a mobile device. This acts like the normal phone dialler, but works over your devices internet connection or wifi.

Using this app on your mobile you can receive calls FREE as well as make outbound calls that display your virtual phone number as the caller ID, and any calls made come out of your credit balance on your account with us. Your mobile network operator (EE, o2, Voda etc) will not see the call so cannot bill this.

With VoIP you can do the following-

– Receive calls FREE* (anywhere you have an internet connection)

– Make outbound calls

– Display your virtual number as your outbound caller ID

– Add more VoIP users at £4 per month includes a bundle of 100 free minutes for outbound calls

– Distribute inbound calls across VoIP users

– Call other VoIP users free

*if you are using a virtual 080 freephone number then calls will cost 7.5p per minute