Cloud Voice FAQs
If you want to keep your existing phone number when moving to our Cloud Voice Service, then you’ll need to port your existing number. In simple terms, a number port is just moving your number from your old tech to your new technology! It involves us working with your previous supplier to bring the number over at the same time your broadband is installed to give you a smooth switch process.
A Cloud Voice handset is usually ordered at the same time a Cloud Voice system is ordered and will arrive a few days prior to activation. Please wait until your new number is live, or your existing number port is complete, before setting up your Cloud Voice handset.
If you require a replacement handset, please visit your ‘My Account’ and use the contact us form. It will typically take two working days to arrive.
When a router is ordered, it will arrive a few days prior to your broadband going live. Please don’t plug your router in until you have received your confirmation SMS to advise your order is complete.
If your router is ever replaced, it will usually arrive on the next working day, providing you have ordered before the 14:00 cut off time.
You will require a reliable broadband connection, to use Cloud Voice. We recommend taking one of our connectivity options alongside your Cloud Voice service to get the best overall performance. You can use Cloud Voice with other internet connections as well, please speak to our Customer Service Team if you have any concerns.
Cloud Voice is a fully IP service, using a broadband connection to make phone calls.
We will let you know if an engineer appointment is required as part of your order journey.
When an engineer comes to site to install your service, you will be required to:
- Ensure that someone aged 18 or above is present at the premises for the duration of the installation appointment.
- Show the engineer where the main broadband socket (sometimes called the ONT) is in the premises.
- Show the engineer where any other access points for additional equipment may need to be installed.
- Clear any obstacles or clutter around the installation area so that our engineer can work easily.
- Please make sure there’s a nearby power socket close to the broadband socket. This will be used for the equipment, such as the router.
Once the engineer has completed the setup of your broadband, please follow the instructions provided in the *quick start guide* to set- up your product.
If an engineer is not required for the installation, your router will have arrived before the activation date. On the activation date, follow the instructions provided in the *quick start guide* to set-up your product.