For faster issue resolution, we recommend checking out our comprehensive device guides, which contain detailed answers to common queries and step-by-step instructions that can assist you in resolving issues on your own. You can often find quick solutions without waiting for assistance by utilising these resources.
There should be no interruption of service, unless otherwise agreed. We carry out a like-for-like transfer.
We run our service on the BT Openreach network, and your phone line remains part of this network when you join Onebill. That means that if you have a fault with your line, an Openreach engineer will repair it.
If there is a fault on your line, please let us know by calling us, or if you prefer you can run a line test and raise a fault via MyAccount. Our lines are open 24 hours a day, 7 days a week.
If you encounter any service issues before you switch to Onebill, contact your existing broadband or phone provider up until the transfer date. After that, you should contact our customer support team to help resolve any faults or problems you might be having with your service.
Switching and transferring your existing phone line to Onebill is seamless. It takes 10 working days and on the final day, service with your old supplier stops and Onebill take over. There’s no down time. Your old supplier should then send you a final bill.
If you are already in contract with another provider but wish to switch to Onebill. You may have to pay a cancellation fee to that provider before you do.
Ideally we need one months’ notice to move your line(s). It depends how far you’re going as to whether you can keep the same number. A simple check can instantly show us if you’re moving outside the existing exchange area. Please give us a call. If you can’t keep your number this will unfortunately be the case with every provider, there are some options to help you transition to a new number with ease.
Appointments can be cancelled up to 48 working hours before the date/time of the appointment.
Are there any cancellation fees?
As is the norm, Onebill bills in advance for line rental. Your first invoice will include charges for part of the month during which your line was transferred to Onebill as well as the next month.
Depending on your payment acquirer, see below for contact details regarding any payment processing queries:
Elavon – 0345 850 0195
First Data – 0345 606 5055
You can make giro payments at any high street bank, but we strongly recommend that you use a Lloyds Bank branch to ensures the payment is transferred without any issues.
Once you’ve switched to Onebill, we’ll send you an invoice shortly after the transfer has taken place. Your previous broadband or telephone supplier will also send you a final bill.
We send invoices on a monthly basis rather than quarterly to make things easier for our customers to manage.
Debit and credit card payments are processed on the day we receive them, while Giro payments can take up to five working days to get through.
Ideally we prefer payment by Direct Debit however, you can also pay by debit/credit card, cheque or Giro. If you pay by any means other than direct debit, you’ll be charged an admin fee of £7.95 per month.
To change your bank details please call Onebill on 0344 880 7777.
Calls that cost more than 50p are itemised by default on your invoice. If you’d prefer full itemisation then please contact us on 0344 880 7777 to find out how.
There should be no interruption of service, unless otherwise agreed. We carry out a like-for-like transfer.
We run our service on the BT Openreach network, and your phone line remains part of this network when you join Onebill. That means that if you have a fault with your line, an Openreach engineer will repair it.
If there is a fault on your line, please let us know by calling us, or if you prefer you can run a line test and raise a fault via MyAccount. Our lines are open 24 hours a day, 7 days a week.
If you encounter any service issues before you switch to Onebill, contact your existing broadband or phone provider up until the transfer date. After that, you should contact our customer support team to help resolve any faults or problems you might be having with your service.
Ideally we need one months’ notice to move your line(s). It depends how far you’re going as to whether you can keep the same number. A simple check can instantly show us if you’re moving outside the existing exchange area. Please give us a call. If you can’t keep your number this will unfortunately be the case with every provider, there are some options to help you transition to a new number with ease.
The engineer may use existing sockets and cables that are available if they are in good working order.
You can request the engineer tries to call, but unfortunately we can’t guarantee the engineer will be able to do this.
Openreach charge £99 for missed appointments – you must be present at the premises for the full duration of the time slot.
The length it takes to repair a fault depends on a number of different things. Onebill’s service uses the BT Openreach network, which means that any faults with your line will be seen to by an Openreach engineer. How quickly they address the fault depends on the complexity or location of the problem. An earliest appointment will be booked however, please bear in mind that it may take a few days for an engineer to become available.
A representative (over 18 years old) will need to be present for the full duration of the time slot you are given.
The engineer can only install the socket within 3m of the point where the line enters the premises.
There may be a charge to install a socket elsewhere.
Appointments can be changed / cancelled up to 48 working hours before the date/time of the appointment.
Unfortunately appointments cannot be amended after this point.
Appointments can be cancelled up to 48 working hours before the date/time of the appointment.
If you have an ISDN line, you’ll need to consider new options for your business telephone communications such as VoIP (Voice over Internet Protocol) as the ISDN phase out happens. For ADSL internet you will need to consider fibre or full fibre alternatives. Visit our broadband speed checker to see your options.
Telephone services no longer have to rely on the degrading copper infrastructure. With VoIP, your data transmits over the internet. However, for your new VoIP system to work, you’ll need a good quality internet connection so the solution can run seamlessly.
If you currently have an ADSL broadband service that is supported on a single line, your provider will be in touch to migrate this to an alternative single order broadband (SOGEA). This means that your broadband will move to a single service with no line rental. If you’re using your line for voice, you’ll be offered a Voice Over Internet Protocol (VoIP) alternative.
If your business needs an even faster connection, you should look into Fibre to the Premises (FTTP). Full fibre isn’t available UK-wide yet, but you can see if your business is in a full fibre enabled area with our postcode checker now.
If you already have an ultrafast broadband or Ethernet product and do not use any traditional voice services, you won’t see any changes as you’re already using new digital technology.
Faster upload and download speeds are essential for businesses to operate smoothly, collaborate effectively, and take full advantage of the digital tools and services available in today’s interconnected world. Upload and download speeds are crucial for business broadband for several reasons:
Static and dynamic IP addresses are two types of Internet Protocol (IP) used by all major websites for email services, file transfers and so on. Static IP addresses remain the same every time you connect to the internet, whereas dynamic IP addresses change every time you connect or send a message over the internet.
Business broadband often provides static IP addresses. This is important for businesses that require remote access to their networks, host servers, or run services that rely on consistent IP addresses.
Home broadband generally uses dynamic IP addresses that change periodically.
There are no minimum speed requirements for the Cloud Voice Express package. In general, a reliable internet connection with sufficient bandwidth is necessary to support hosted voice services. While there is no universally mandated minimum line speed requirement, many providers recommend a minimum upload and download speed of 100 kilobits per second (Kbps) per concurrent call for acceptable call quality. As long as you have fibre available in your area – cloud voice will work as expected.
If your broadband goes down unexpectedly then please contact our support team on 0344 880 7777. We are here to help you and assist you back so your business can carry on operating.
When choosing the best business broadband deal, you should consider the following:
1. The number of devices using your broadband.
2. The volume of data being uploaded and downloaded.
3. The need for a static IP address.
Visit our broadband speed checker here to see the best deals available to your business. For further assistance call our dedicated team on 0344 880 7777 for expert advice and help when choosing the most suitable option for your business.
To perform a speed test on your current connection, first visit https://www.speedtest.net/.
Then visit our broadband postcode checker here to see how much faster you could go with Onebill Fibre business broadband.
To get the best from your Onebill Business Broadband connection or Fibre then visit the ‘Support’ section on our website for more information.
To save you time, here’s a short summary with a few things to check:
Onebill has a range of broadband packages giving you the flexibility to choose with or without a phone line. When ordering your business broadband, you have the option to add a digital phone line to your package by selecting from the available options.
To see if Ultrafast Business Broadband is available in your area, enter your postcode into our broadband speed checker here to check out what is available to your business. We are the UK’s fastest widely available business broadband provider so can offer you packages with download speeds all the way up to 1000Mbps.
Business fibre is different from other types of internet connections, such as ADSL or cable, because it uses fibre-optic cables instead of copper or coaxial cables. This allows for faster and more reliable internet connectivity, with higher bandwidth and lower latency.
The benefits of business fibre include faster internet speeds, lower latency, greater reliability, and higher bandwidth. This allows businesses to run applications and services that require high-speed internet connectivity, such as video conferencing, cloud computing, and online collaboration.
The cost of business fibre varies depending on the provider, location, and bandwidth requirements. Onebill Business fibre is available in wide range of speeds ranging from 38MB up to 1000MB, cost is reflected by the higher speeds and greater reliability. Click here to check out our range of business broadband deals.
Business ADSL is different from other types of internet connections, such as fibre or cable, because it uses copper telephone lines instead of fibre-optic cables. This can result in slower speeds and less reliability, but it is often less expensive than other types of internet connections. As part of the PSTN switch off in 2023 copper lines are being deactivated, so soon ADSL connections will become extinct.
When choosing a business ADSL provider, it is important to consider factors such as cost, reliability, speed, and customer support.
You should also research the provider’s reputation and read reviews from other businesses that have used their services.
The cost of business ADSL varies depending on the provider, location, and package options.
Generally, business ADSL is less expensive than other types of internet connections, but it may not provide the same level of speed and reliability.
The limitations of business ADSL include slower speeds than other types of internet connections, higher latency, and reduced reliability. This can be a problem for businesses that require fast and reliable internet connectivity for their daily operations.
Business ADSL is a type of internet connection that uses legacy technology, copper telephone lines to transmit data at high speeds over the internet. It is typically used by businesses that require low-speed internet connectivity for their daily operations. Copper telephone lines retire in 2023.
Full Fibre Broadband is still rolling out across the UK. It’s not available to everyone just yet, but thousands of businesses are being connected every day. To see if Full Fibre is available to you, head to our Broadband speed checker and see how fast you could go!
For brand new Cloud Voice packages (including new numbers) it can take as little as two working days to set up.
If you’re porting any existing numbers to Cloud Voice or require a new line to be installed to support the service, set-up will typically take a minimum of 12 working days.
In most cases, you can keep your current phone number when switching your phone line. This process is known as number portability or number transfer. Before switching your phone line, check with your current provider if your current phone number is eligible for transfer. Most providers offer number portability, but there can be exceptions based on certain factors, such as geographic location or specific types of phone numbers. Just let our sales team know so that they can assist you further.
The Call Recording feature allows you to record calls for training and quality purposes. It stores the calls in the cloud securely, for you to access whenever you wish to. For more information, or to receive our handy customer guide, give our friendly team a call on 0344 880 7777.
VoIP (Voice over Internet Protocol) call recording works by capturing and storing the audio data from VoIP calls for future reference, monitoring, or compliance purposes. Here’s a general overview of how VoIP call recording typically works:
– Call Recording Configuration: The VoIP system or the call recording application is configured to enable call recording. This configuration can be done at the system level, user level, or for specific groups or departments, depending on the requirements of the organization.
– Call Recording Triggers: Various triggers can initiate call recording. These triggers can be set based on predefined criteria such as specific phone numbers, extensions, inbound or outbound calls, or manual activation by the user. The triggers ensure that only the desired calls are recorded.
– Call Recording Capture: Once a call is triggered for recording, the audio data is captured from the VoIP system. The audio data can be obtained at different points in the call flow, depending on the specific implementation. It can be captured directly from the network infrastructure, the VoIP server, or the individual endpoints (such as IP phones or softphones).
– Audio Encoding: The captured audio data is encoded into a digital format for storage and playback. Common audio formats used for VoIP call recording include WAV, MP3, or other compressed formats. The encoding process helps reduce the file size while maintaining the quality of the recorded audio.
– Storage and Archiving: The encoded audio files are stored in a secure and centralized location. This can be on-premises or in the cloud, depending on the organization’s preferences and infrastructure. The storage system should provide adequate capacity, scalability, and data protection measures to ensure the integrity and accessibility of the recorded calls.
– Call Metadata and Indexing: Along with the audio data, relevant call metadata such as caller ID, called number, date, time, and duration of the call may also be captured and stored. This metadata helps in indexing and searching for specific calls based on various criteria.
– Access and Playback: Authorized users can access the recorded calls for playback, analysis, or retrieval. This can be done through a user-friendly interface provided by the call recording application or integrated with other communication and collaboration tools.
– Retention and Compliance: Organizations may have specific retention policies based on industry regulations or internal requirements. The call recording system should support automated retention management and compliance measures to ensure that recorded calls are stored for the required duration and can be easily retrieved if needed.
If you are unable to make outbound VoIP calls, first check to see if you have a dial tone, if this is the case please refer to our ‘no dial tone guide’.
If there is a dial tone, but you can’t make outbound calls, try calling alternative destinations to ensure the fault is not with the area you are calling or with the recipient’s service. If you are still unable to make outbound calls to other destinations, please gather the information below and then call one of our first line incident management specialists on 0344 880 7777.
Information to prepare for the call:
Please confirm your account number and contact details:
Contact name:
Account number:
Contact phone:
Contact email:
Contact mobile
The biggest difference between traditional and cloud-based phone systems is the way your calls are transmitted. Instead of travelling through underground copper cables, calls are transmitted over the internet. In traditional analogue systems, phones are connected to one another via the PSTN (Public Switched Telephone Network).
VoIP (Voice over Internet Protocol) or cloud voice refers to the technology and infrastructure that allows voice communication over the internet instead of traditional phone lines. It converts analogue audio signals into digital data and transmits it over an IP network, such as the internet, enabling voice communication between users. Here’s a simplified explanation of how VoIP or cloud voice works:
– Voice Digitization: When you speak into a microphone or handset, the analogue audio signals are converted into digital data. This process is known as voice digitization or encoding. The analogue-to-digital conversion samples the audio at regular intervals, measures the amplitude (loudness) of the signal, and assigns a binary value to represent that amplitude.
– Packetization: The digitized voice data is divided into small packets for transmission. Each packet typically contains a portion of the audio data, along with header information that includes the source and destination IP addresses, sequencing information, and error correction data.
– IP Network Transmission: The voice packets are transmitted over an IP network, such as the internet, using Internet Protocol (IP). The packets travel across the network independently and may take different routes to reach the destination.
– Routing and Switching: Routers and switches on the IP network direct the voice packets towards their destination based on IP addresses and routing protocols. They make decisions on the most efficient path for packet delivery, taking into account factors such as network congestion, latency, and available bandwidth.
– Packet Loss and Jitter: During transmission, some voice packets may encounter delays, packet loss, or out-of-order delivery due to network conditions. These issues can lead to degraded call quality or interruptions. To mitigate these problems, various techniques like buffering, error correction, and jitter buffering are used to compensate for packet loss and delays.
– Destination Reception: The receiving end of the call collects the voice packets and reassembles them in the correct order. The digital data is then converted back into analogue audio signals using a process called decoding or voice synthesis.
– Voice Playback: The analogue audio signals are played through a speaker or headset, allowing the recipient to hear the voice communication.
– VoIP or cloud voice technology offers several advantages over traditional phone systems, including cost savings, flexibility, scalability, and integration with other communication and collaboration tools. However, it’s important to note that the quality and reliability of VoIP calls can be influenced by factors such as network conditions, bandwidth availability, and the quality of the VoIP service provider’s infrastructure.
A dedicated broadband for cloud voice is not essential, but we highly recommend having a data line with Onebill either as a normal internet connection or a dedicated data line. Cloud Voice requires enough upload bandwidth to avoid any crackling/bad quality calls.
For optimal performance and reliability, it is generally recommended to have a dedicated broadband connection for hosted voice services. Dedicated broadband refers to a dedicated internet connection solely dedicated to your business’s voice communication needs, separate from your regular internet traffic.
Dedicated broadband allows for the prioritization of voice traffic over other internet data. This prioritization ensures that voice calls are given higher priority, reducing the chances of call quality issues such as latency, jitter, or dropped calls. With a dedicated broadband connection, you have more control over the quality and reliability of your voice calls. Since the connection is dedicated to voice traffic, it is less susceptible to slowdowns or disruptions caused by other internet activities within your organization.
Hunt groups, also known as call groups or ring groups, are a feature commonly found in phone systems, including VoIP (Voice over Internet Protocol) systems. A hunt group is a way to distribute incoming calls to a specific group of users in a business.
Hunt group main features:
Third party internet connections can affect call quality and connectivity. For this reason Onebill cannot guarantee consistency in service so we highly recommend Cloud Voice is used with an Onebill provided landline and dedicated broadband connection.
If you choose the Cloud Voice Express package, your service can continue to function regardless of your broadband connection.
During the Coronavirus pandemic, we made some important changes to charges associated with the non-emergency 101 service. As of 1st April 2020, calls to 101 are free of charge – just as calls to 111 and 105 already are. This is to alleviate pressure on 999 services.
Cloud Voice is dependent upon a working internet service to function.
Onebill can enable a disaster recovery feature to ensure that any incoming calls are routed to an external number of your choosing. Your dedicated landline and broadband line (provided as part of your package) will also be available.
If you choose the Cloud Voice Express package, your service can continue to function regardless of your Broadband connection.
If you are still in contract but decide to move premises during this time then standard cancellation charges will apply for your dedicated data line with your previous provider.
Cloud Voice user packages can however, be moved at no additional cost.
It is possible to move Cloud Voice handsets to allow remote working. A Cloud Voice service ideally requires a minimum speed of 8 Mbps. A large number of connected devices can affect the speed of your connection so your service could be impacted.
We recommend you avoid using the Cloud Voice service for any emergency calls whilst you are relocated. That’s because any calls made from the handset to the emergency services will be directed to your registered business address should the call be cut off. If the relocation is to last longer than a few weeks, we may need to contact you to update the emergency services database, as this is a legal requirement of Onebill.
Another option is to simply apply a temporary divert to your number. We can add this to any UK based landline or mobile number quickly and easily – so let us know if that would be preferable.
If you need any assistance with connecting the handsets at the temporary location please call the team on 0344 880 7777.
We accept numbers from the majority of providers. If you’re not sure if your number can be ported please speak to our dedicated cloud voice team on 0344 880 7777.
Yes International Calls can be easily added to Cloud Voice deal. It is also very easy to tailor a package that suits your needs – call 0344 880 7777 for support.
Our VoIP solution is extremely secure if proper security measures are implemented. As phone calls are conducted over a broadband connection, they are protected by any internet security systems you already have in place, such as firewalls, VPN, encryption and secure network infrastructure. While implementing these security measures can enhance the security of your VoIP or cloud voice calls, it’s important to remember that no system is completely immune to security risks. Regularly review and update your security practices to stay abreast of the latest threats and technologies in order to mitigate potential vulnerabilities and ensure the ongoing security of your voice communications.
There are no minimum speed requirements for the Cloud Voice Express package. In general, a reliable internet connection with sufficient bandwidth is necessary to support hosted voice services. While there is no universally mandated minimum line speed requirement, many providers recommend a minimum upload and download speed of 100 kilobits per second (Kbps) per concurrent call for acceptable call quality. As long as you have fibre available in your area – cloud voice will work as expected.
