Answers
Frequently asked questions
Everything people ask us before they sign: how billing works, what happens to their numbers, how quickly they can be live, and what we do when something breaks.
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Billing
How you are charged
No. Accounts run month to month and you can stop at any time. Nothing on this site is sold on a twelve, twenty-four or thirty-six month commitment.
You top up a balance and pay only for the traffic you send, billed per second. There is no monthly line rental, no minimum spend and no rounding a 20-second call up to a full minute.
We keep the entry point deliberately low so you can test the routes properly before committing real traffic. Ask us for the current figure when you request your rate sheet.
UK termination rates move with destination mix and volume, so a single published figure would not match most customers' bills. Send us a breakdown of last month's minutes by destination and we will quote against that.
A cloud Asterisk PBX installed and managed for you: every call recorded, IVRs, callbacks, call transfers and full CDR. Calls themselves are still billed per second from your balance, so the monthly figure covers the platform rather than the traffic.
Numbers
Numbers and porting
In most cases yes. Tell us the numbers and who provides them now, and we will confirm what can be ported and roughly how long it takes before you commit to anything.
Yes, unreservedly. If you leave, we port your numbers out. Any provider who hesitates on that question is relying on lock-in rather than on service.
A geographic number carries an area code tied to a UK region, which reads as local and established. A UK mobile DID is an 07 number, which some customers trust more for direct contact. Both terminate into your PBX over SIP identically.
Almost always a paperwork mismatch: the account name written differently from the bill, an address recorded oddly years ago, or the wrong account number. Never cancel the losing line first — a ceased line releases its number and it may never come back.
Getting started
Setup and migration
Most Pay As You Go accounts are active the same working day. A migration from ISDN takes longer because it involves an audit, parallel running and porting — typically a few weeks, and much longer if it is left until a stop-sell date is close.
If it speaks SIP, yes, and most systems installed in the last fifteen years do. Asterisk and FreePBX are SIP-native. Send us the make, model and firmware and we will confirm before you spend anything.
Channels are concurrent calls, not staff. A general office needs roughly one per four or five people; a support desk needs closer to one per two agents. We size it from your own call records rather than from headcount.
We work with standard SIP devices rather than locking you to provider-specific hardware, so anything you buy stays useful if you ever leave.
Quality and support
When something goes wrong
Tell us which destination and roughly when, and we will look at the trace rather than ask you to reboot things. Routes can be moved between carriers per destination if one degrades.
An engineer who can read a SIP trace, not a first line reading a script. That is the whole point of the way we are set up.
Yes, whenever you want, from the client portal. Your call data is yours; getting a month of CDR should never require raising a ticket and waiting.
Spend caps, destination blocking and alerting on the account, plus firewall and ACL hardening on any PBX we build. A compromised handset can otherwise generate thousands in premium-rate calls over a weekend.
Still not answered?
Ask us directly — you will get an engineer, not a script.