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Accounts & Billing Support FAQs
Will there be any interruption or change to my service when transferring to Onebill?

There should be minimal interruption of service, unless otherwise agreed. We carry out a like-for-like transfer.

Who will repair my fault?

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.

Who should I contact if there is a fault on my line?

At Onebill, we understand the importance of keeping your lines open and functioning. If you find that there is a fault on your line, we urge you to call us immediately at 0808 178 5200. Our technical support lines are open 24 hours a day, 7 days a week to answer your call and address the fault quickly.

At certain times, we may need you to be on site when you call us. It’s important that you are at the premises you are calling for when you reach out to us. Doing this can help our team quickly troubleshoot and address your issue.

What Should I Do If I Can't Be at the premises?

If you are unable to be on site, you can try and arrange for someone else to be there in your place. They can speak to us on your behalf and give us the information and information we need to proceed with the issue. However, we may need to confirm your identity or presence when we do this.

Who should I contact regarding service issues whilst switching?

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 on Live Chat or on 0344 880 9000 or 0344 880 7777 to help resolve any faults or problems you might be having with your service.

What happens when I sign up to switch to Onebill?

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.

What happens if I’m already in contract with another telecom provider?

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.

Onebill will look to cover up to £100 of your cancellation fees.

What do I do if I’m moving premises?

When it comes to moving your line(s), we ideally need one months’ notice. It depends on how far you’re moving as to whether you can keep the same number. However, a simple check can show us instantly if you’re moving outside the existing exchange area. If you can’t keep your number, then this will unfortunately be the case with every provider. But we do have some options for you that will help you transition to a new number with ease.

Moving to Cloud Voice

Due to the PSTN switch off, we would require your services to move to Cloud Voice. Cloud Voice is an ideal solution for modern businesses, offering tools such as Advanced Call Quality, Borderless Working and Voicemail-to-Email. To find out more about Cloud Voice, please click here.

Time Frame

When moving our services to a new address, it can take up to 2-4 weeks. Therefore, it’s important to let us know as early as possible so we can begin the process. There is also an applicable cost of £48 excluding VAT.

Next Steps

We understand that moving your services is a thorough process and requires time and attention. If you would like to speak to us directly about the process, please give us a call on 0344 880 9000 or 0344 880 7777. Alternatively, you can chat to us online.

Can I cancel the appointment?

At Onebill, we understand that timing is important and sometimes appointments have to be cancelled. We are happy to allow appointment cancellations up to 48 working hours before the date and time of the appointment.

Unfortunately appointments cannot be cancelled after this point. If you need to cancel a scheduled appointment, please contact us as soon as possible so we can provide assistance.


If you are expecting an engineer for an install, please contact our Provisioning team on 0203 675 9948.


If you are expecting an engineer for a fault, please contact our Technical Support team on 0808 178 5200.

We apologise for any inconvenience and thank you for choosing Onebill.

Are there any cancellation fees?

Are there any cancellation fees?

Why is my first invoice for more than one month?

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.

Who can I contact for support regarding my rates and payments?

Depending on your payment acquirer, see below for contact details regarding any payment processing queries:

  • Elavon – 0345 850 0195
  • First Data – 0345 606 5055
When will I receive my first bill?

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.

How often does Onebill send invoices?

We send invoices on a monthly basis rather than quarterly to make things easier for our customers to manage.

Changing My Bank Details

To change your bank details please call Onebill on 0344 880 7777.

When does my contract end?

You can check this by going to your My Account portal, under Communications.

My Account password reset

If you need to reset your password, please click here.

Unknown charge on my bill

If there is an unfamiliar charge on your bill, please check our Price List for guidance on what this may relate to.

You can also view a breakdown of your invoice on My Account.

How do I download my invoice?

You can download a copy of your invoice by logging in to your My Account portal.

Are invoices itemised?

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.

My business is closing

If your business is closing, the first thing you need to do is check your contract status. You can do this by going to the Communications tab on My Account.

If you are still in contract, we would require proof of business closure to proceed. This can be: Tax Status Change, HMRC Stopping Self Employment response email or letter, evidence from Companies House that the business has been closed or evidence of liquidation.

If you are out of contract, please contact our Tenancy team via 0808 178 2234 (Monday – Friday 08:30-17:30 excluding bank holidays) in order for us to confirm details.

I have a card terminal charge query

If you query relates to an OneBill charge, please contact our Card Terminal Team on 0344 880 6121 Monday – Friday, 08:30-17:30.

If your query relates to a merchant services charge:

  • Elavon – Please contact the Elavon Helpdesk on 0345 850 0195 and select option 2 from the menu.
  • First Data – Please contact the First Data Helpdesk on 0345 606 5055 and select option 3 on the menu.
My card terminal has a fault

We’re sorry to hear you’re experiencing issues with your card terminal. Please call the relevant helpdesk below for assistance.

  • Elavon Helpdesk – 0345 600 1401
  • Castles/Spire Helpdesk – 0800 008 7283
  • Verifone Helpdesk – 0333 323 6505
  • Ingenico Helpdesk – 0800 008 7285
Why am I being billed by Daisy Communications?

As an Onebill customer, you may have noticed a change when your payment has been taken.

Daisy Communications has recently acquired Onebill Telecom. However, your services and contracts will remain with Onebill. The only change in this transition is that you will now notice Daisy Communications on your bank statement or Direct Debit.

If you have any concerns or inquiries, we kindly ask that you continue to direct them to us at Onebill as the customer support staff at Daisy do not have access to Onebill’s systems and will not be able to assist you.

What is Business Assurance?

If you subscribe to Business Assurance, you will not be charged the call out fee if the Openreach engineer deems the fault to be within your premises or with your equipment.

Please keep in mind that this does not cover the £99.00 missed appointment charge. Therefore, it is advisable to make sure that someone is available at the time of the appointment, to avoid any additional fees.

Without Business Assurance, a call-out charge is £192 Inc. VAT, and £144 Inc. VAT per hour thereafter. On weekends these increase to £318 Inc. VAT and £180 Inc. VAT thereafter.

Business Assurance is £5.15 excl. VAT for PSTN and £6.29 excl. VAT for a line including broadband. These charges are per number, so if you have multiple lines associated with your business, each line will be billed separately. To see if you have Business Assurance added, please check your latest invoice.

You can choose to opt-out of the Business Assurance service by contacting our Live Chat Customer Support team during operating hours (Monday – Friday, 9am – 4:30pm excluding bank holidays), however, if you choose to do so, any faults found within your own premises or equipment will not be covered. Business Assurance cannot be re-added once it has been removed.

Please note that this is a opt out service and not contractual or an insurance.

I’m thinking of leaving Onebill

Moving your service or terminating it altogether may seem like the right thing to do to reduce your bills, but before you make a decision it’s important to check that the decision to leave will have the desired outcome.

At Onebill, we want you to make sure that such any such decisions are carefully considered. That’s why it’s important to speak to us before moving or terminating your services, as there may be a notice period or early termination fees applied.

Please check your contract status by visiting the Communications tab on the My Account portal. If you are still in contract, an Early Termination Fee may apply.

Our in contract cancellation fees are (all ex. VAT):

  • Line: £299.00
  • ADSL Broadband: £99.00
  • Fibre Broadband: £199.00
  • Cloud Voice Dedicated Data – Line: £299.00
  • Cloud Voice Dedicated Data – Broadband/Fibre: £199.00
  • Cloud Voice pay as you use/unlimited user: £99.00
  • Cloud Voice Express: £99.00

Please contact our Tenancy team using the relevant number below. Our lines are open 08:30-17:30 Monday-Friday excluding bank holidays.

  • Card terminal cancellations – 0344 880 6121
  • Other services cancellations – 0344 880 9000
  • Transferring suppliers – 0808 178 9920



Engineer Visits & Installation FAQs
Will There Be Any Interruption or Change to My Service?

There should be no interruption of service, unless otherwise agreed. We carry out a like-for-like transfer.

Who Will Repair My Fault

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.

Who Should I Contact If There’s a Fault on My Line

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.

Who Should I Contact Concerning Any Service Issues

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.

What Do I Do if I’m Moving Premises

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.

Will the engineer need to install a new socket if there is already one in the building?

The engineer may use existing sockets and cables that are available if they are in good working order.

Will the engineer call me before they arrive?

You can request the engineer tries to call, but unfortunately we can’t guarantee the engineer will be able to do this.

What happens if I miss the appointment?

Openreach charge £99 plus VAT for missed appointments – you must be present at the premises for the full duration of the time slot.

How long will it take to repair the fault?

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.

Do I need to be on site for the full time slot?

A representative (over 18 years old) will need to be present for the full duration of the time slot you are given.

Can I choose where the socket is installed?

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.

Can I change my engineer appointment?

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.

Can I Cancel the Appointment

Appointments can be cancelled up to 48 working hours before the date/time of the appointment.

When will my services go live?

Please refer to the text message you will have received from Onebill confirming your live date and appointment time.

Does Onebill offer additional maintenance packages?

We offer four levels of care for your telephone line, each priced accordingly and tailored to suit the needs of your business.

Our different care levels are as follows:

  • Care Level 1 – Fault fixed within three working days; free
  • Care Level 2 – Fault fixed within 48 hours; £1.72 per month per line
  • Care Level 3 – Fault fixed within 24 hours; £5.15 per month per line
  • Care Level 4 – Fault fixed within 6 hours; £7.95 per month per line

If your business is heavily phone or internet-based, we highly recommend that you choose one of our enhanced care level packages so that we can repair any problems and get you back up and running as soon as possible.

Please be aware that line faults are dealt with as soon as possible, and the timescales listed above represent agreed service levels with the network (Openreach). It is not a guarantee that all faults will be rectified within the stated timescales. Some line faults require serious engineering work (e.g. Roadworks) to restore the line and can, on occasion, take significantly longer.


Connectivity & Broadband FAQs
What do I do if I’ve got an ISDN line?

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.

Will PSTN affect my broadband?

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.

Why are upload and download speeds important for business broadband?

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:

  1. Efficient data transfer: Businesses often deal with large files, such as documents, images, videos, and software updates. Faster upload speeds ensure these files can be quickly and reliably sent to clients, partners, or cloud storage services. Faster download speeds enable businesses to access and retrieve files, documents, and data from external sources efficiently.
  2. Collaborative work: Many businesses rely on cloud-based collaboration tools and platforms to work on projects together. Faster upload speeds enable real-time collaboration, allowing employees to simultaneously edit and share files without delays or disruptions. This promotes productivity and seamless teamwork.
  3. Video conferencing and VoIP: With the rise of remote working and virtual meetings, businesses heavily depend on video conferencing and VoIP services. High upload speeds are essential for transmitting high-quality video and audio streams in real-time, ensuring smooth and uninterrupted communication during virtual meetings and conferences.
  4. Backup and data synchronization: Data backup and synchronisation are critical for businesses to protect their valuable information and ensure data integrity. Faster upload speeds facilitate quick and efficient backup processes, enabling businesses to regularly back up their data without causing significant disruptions to their daily operations.
  5. Cloud services and remote access: Many businesses use cloud-based services, such as software-as-a-service (SaaS) applications and remote server access. Faster download speeds allow businesses to access these services quickly and efficiently, improving overall productivity and minimizing downtime.
  6. Website performance: A business’s online presence is crucial for success. Faster upload speeds are necessary for quickly uploading and updating website content, images, videos, and other media files. Additionally, faster download speeds ensure that visitors can access the website’s content quickly, resulting in a better user experience and improved customer satisfaction.


What is the difference between static and dynamic IP addresses?

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.

Are there any minimum line speed requirements for Cloud Voice?

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.

What happens to my Cloud Voice connection if my broadband goes down?

If your broadband goes down unexpectedly then please use the PDF guide below to troubleshoot.

If you need further assistance, 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.

How Do I Choose Which Business Broadband Deal to Get?

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.

How can I perform a business broadband speed test?

To perform a speed test on your current connection, first visit

Then visit our broadband postcode checker here to see how much faster you could go with Onebill Fibre business broadband.

How can I get the best out of my broadband and Wi-Fi?

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:

  • Use your master socket to connect your router
  • Locate your router in the open, and as ‘centrally’ as you can
  • Radiators, pipes and metal objects can really affect your Wi-Fi
  • Keep your router away from other electrical equipment if possible
  • Always leave your router switched on
  • Use an Ethernet cable connection to the router for the best connectivity
  • Don’t have too many users and devices on the same connection
Do I need to get a phone line with business broadband?

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.

Can my business get ultrafast broadband?

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.

How is business fibre different from other types of internet connections?

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.

What are the benefits of business fibre?

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.

How much does business fibre cost?

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.

How is business ADSL different from other types of internet connections?

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.

How do I choose a business ADSL provider?

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.

How much does business ADSL cost?

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.

What are the limitations of business ADSL?

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.

What is business ADSL?

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.

Can I get full fibre business broadband?

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!

What are the advantages of Gigafast Broadband?

Gigafast broadband, typically offering speeds of 1 gigabit per second (Gbps) or higher, delivers numerous advantages:

Lightning-Fast Speeds: Gigafast broadband provides exceptionally high-speed internet, enabling rapid downloads, seamless 4K/8K streaming, and lag-free online activities.
Smooth Streaming: Multiple devices can simultaneously stream high-definition content without buffering, ensuring a superior entertainment experience.
Quick Data Transfers: Large files upload and download in seconds, boosting productivity for both businesses and individuals.
Low Latency: Reduced latency means minimal delays in online gaming and real-time applications, enhancing user experiences.
Multi-Device Support: Gigafast broadband can accommodate numerous connected devices, making it ideal for households and offices with many users and smart devices.
Future-Proofing: As technology evolves and bandwidth demands increase, gigafast broadband ensures your internet connection remains relevant.
Business Efficiency: Companies benefit from swift access to cloud-based tools, efficient video conferencing, and streamlined data transfers, improving overall productivity.
Enhanced Home Entertainment: Gigafast broadband elevates the quality of streaming, gaming, and smart home device usage, making leisure activities more enjoyable.
Telecommuting: Remote workers experience improved efficiency with seamless video conferencing and quick access to company resources.
Competitive Edge: Businesses reliant on high-speed internet gain a competitive advantage, enabling faster operations and customer interactions.

What are the advantages of Ultrafast broadband?

Ultrafast broadband refers to high-speed internet connections that offer significantly faster speeds than traditional broadband. While there isn’t a precise speed threshold that defines “ultrafast,” it typically involves download speeds ranging from 100 megabits per second (Mbps) to 1 gigabit per second (Gbps) or more.                                                                                            Advantages of ultrafast broadband include:

Swift Downloads: Ultrafast broadband enables quick downloading of large files, software updates, and high-definition content.
Seamless Streaming: It supports multiple devices streaming high-quality videos simultaneously without buffering.
Low Latency: Reduced lag is beneficial for online gaming, video conferencing, and real-time applications.
Enhanced Productivity: Businesses benefit from efficient cloud access, video conferencing, and data transfers.
Future-Ready: Ultrafast broadband accommodates increasing bandwidth demands, ensuring relevance for years to come.
Competitive Advantage: Firms reliant on fast internet gain a competitive edge in operations and customer interactions.
Improved Home Entertainment: It provides a superior experience for streaming, online gaming, and smart home devices.

Ultrafast broadband is a valuable upgrade for homes and businesses looking for improved internet performance and capabilities.

What are the advantages of superfast broadband compared to ADSL?

Superfast broadband surpasses ADSL with faster speeds, lower latency, symmetrical upload and download rates, and enhanced streaming capabilities. It improves productivity for businesses, supports more smart devices, and offers future-proofing as technology evolves. Superfast broadband is also more reliable and increasingly available in urban areas, providing a superior internet experience compared to traditional ADSL connections.

What is SOGEA?

SoGEA stands for Single Order Generic Ethernet Access and provides business broadband only connections without the need for a traditional PSTN line which forced businesses to have a connection for both a broadband and phone line.

What is the difference between FTTC and SoGEA?

The difference between FTTC broadband (fibre-to-the-cabinet) and SoGEA, is that FTTC is capable of providing a data and voice service, where SoGEA carries data only. This difference affects the cost. SoGEA is cheaper because it is only providing a broadband connection whereas FTTC provides data and voice.

What is Full-fibre broadband?

Full-Fibre broadband, also known as FTTH (Fibre to the Home) or FTTP (Fibre to the Premises), is an advanced internet connection technology. It uses optical fibres to transmit data as light pulses, delivering exceptionally high-speed, reliable, and low-latency internet. Full-fibre offers symmetrical speeds for both uploads and downloads, making it ideal for various online activities, including streaming, gaming, and video conferencing. It’s known for its durability and scalability, making it a future-proof choice for high-bandwidth demands. This technology provides a significant upgrade over traditional broadband, offering faster and more consistent connectivity for homes and businesses.

What is FTTC?

FTTC is a blend of copper and fibre optic cables. Fibre to the Cabinet (FTTC) uses fibre optic cables up to the green street cabinet, and then a copper line, known as a PSTN line, to connect the cabinet to the premises, be it your home or your business.

What is FTTP?

FTTP stands for fibre to the premises, and refers to fibre broadband that is wired directly to the premises instead of a green street cabinet (see FTTC, or fibre to the cabinet).

FTTP, unlike FTTC, uses only fibre optic cables, making it the fastest type of fibre broadband possible, allowing for speeds up to 1GBps (1000Mbps).

Hosted VoIP & Cloud Voice FAQs
How long does Cloud Voice take to install?

For brand new Cloud Voice packages (including new numbers) it can take up to 12 working days.

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.

If I switch my phone line can I keep my current number?

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.

How does VOIP call recording work?

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.
Unable to make outbound VOIP calls

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 call our tech team on 0800 652 0239.

Information to prepare for the call:

  1. Affected telephone number: (if you are unsure of the number, you can learn how to check the line number here)
  2. What happens when you dial out? do you get a message or tone or another symptom:
  3. Please make a call to three different destinations (without any prefix), and provide the number and the time called below

Please confirm your account number and contact details:

  • Contact name:
  • Account number:
  • Contact phone:
  • Contact email:
  • Contact mobile


How does VOIP/Cloud Voice work?

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.
Do I need Onebill dedicated broadband for Cloud Voice?

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.

What are Hunt Groups?

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:

  • Group Formation: A hunt group consists of a predefined set of users who are members of the group. These users can be part of a particular department, team, or have a specific role within your business.
  • Call Distribution: When an incoming call arrives, the hunt group determines how to distribute the call among the group members. There are several methods of call distribution used in hunt groups:
    Simultaneous Ring: The incoming call rings all the members of the hunt group simultaneously. The first member to answer the call handles it, and the other members’ phones stop ringing.
    Sequential Ring: The incoming call rings the members of the hunt group in a pre-defined order. If the first member doesn’t answer, the call is automatically forwarded to the next member in line until someone answers.
    Circular Hunt: The incoming call is distributed to the members of the hunt group in a circular pattern. For each new call, the distribution starts from the next available member in the sequence.
    Uniform Hunt: The incoming call is distributed to the member who has been idle for the longest. This ensures that each member of the hunt group receives an equal number of calls.
  • Call Handling: When a member of the hunt group receives an incoming call, they can answer it, transfer it to another extension, or let it go to voicemail. The call handling process depends on availability, skills, or responsibilities in the group.
  • Overflow and Failover: Hunt groups can also be configured with overflow and failover options. If all members of the hunt group are busy or unavailable, the system can be set to redirect the call to a different destination, such as another hunt group, voicemail, or an external number.
Can I use Cloud Voice with a third party internet connection?

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.

What are the changes to 101 call charges?

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.

What happens to VOIP if I lose internet connection?

Cloud Voice Handsets are dependent on a working internet service.

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.

What if I move during my contract term?

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.

Can I move my Cloud Voice handset?

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.

Can I move any of my existing numbers to Cloud Voice?

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.

Can I add international calls?

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.

Are VOIP/Cloud Voice calls secure?

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.

Are there any minimum line speed requirements for Cloud Voice?

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.

What is Cloud Voice?

Cloud Voice, also known as Voice over IP (VoIP) or cloud-based telephony, is a technology that enables voice communication over the internet or IP-based networks. Instead of relying on traditional phone lines, it converts voice into digital data packets and transmits them through the cloud. This approach offers several advantages, including cost savings, flexibility, and scalability. Users can make calls from various devices with an internet connection, and businesses benefit from reduced telecommunication expenses. Cloud voice services often include features like call forwarding, voicemail, and video conferencing. They are also highly reliable, with redundant infrastructure and security measures in place. Cloud voice is a key component of modern communication, making it accessible and affordable for businesses and individuals alike.

What are the features of Cloud Voice?

Cloud voice features include: Scalability, cost-efficiency, remote work support, advanced call handling, voicemail with email integration, conferencing, integration with business apps, call analytics, mobile apps, security measures, redundancy for reliability, global reach, compliance adherence, emergency services, and customization options.

What is a VoIP solution?

A VoIP (Voice over Internet Protocol) solution is a technology and system that enables voice and multimedia communication over the internet rather than using traditional telephone lines. VoIP solutions allow users to make voice calls, video calls, and send other forms of multimedia communication, such as text messages, over an internet connection.

Mobile FAQ's
What are SIM only contracts?

With SIM only contracts you receive a free SIM card from your network with tariff selected by you. If you already have a handset, this is an economic way to have a contract.

Can I get a SIM only contract for my phone?

Yes. Sim cards are a simple service where you replace the existing sim card in your phone with a new sim card. In many cases inserting the new sim into your phone will activate the contract.

Can I keep my phone number with SIM only?

Yes, you can keep your existing phone number when opting for a SIM-only contract, even if you’re transitioning to a completely different network. To retain your old number, you should get in touch with your previous mobile network and request the PAC (Port Authorization Code) number. Once obtaining this code, you must inform your new provide of the PAC code. This would enable the transfer to the new network, allowing you to use it.

How to request your PAC/STAC code?

You can easily request your switching code via SMS. To request a PAC text PAC to 65075. For STACs, text STAC to 75075.

What is a SIM only plan?

A SIM-only plan provides a bundle of minutes, texts, and mobile data at a monthly price, similar to a conventional mobile phone contract. Nonetheless, with a SIM-only plan, you won’t receive a new phone as part of the deal. Instead, you’ll receive a SIM card that you can insert into your existing phone to activate your plan. SIM-only plans are frequently more cost-effective since you’re not covering the cost of a new device. Moreover, they offer greater flexibility.

Is a SIM only plan right for me?

If you are happy with the phone you already have but want a great deal on minutes, texts and data. Then SIM only plan would suit you. SIM only plans offer you greater flexibility.

What if I go over my SIM only allowance?

We will make sure to notify you via text when you’ve used all of your SIM only allowance. In addition you can purchase extra minutes, texts and data by choosing an add-on.

What are the advantages of a SIM only plan?

A SIM-only plan provides a bundle of minutes, texts, and mobile data at a monthly price, similar to a conventional mobile phone contract. With a SIM-only plan, you won’t receive a new phone as part of the deal. Instead, you’ll receive a SIM card that you can insert into your existing phone to activate your plan. SIM-only plans are more cost-effective since you’re not covering the cost of a new device. Moreover, they offer greater flexibility on data & call plans.

Contract vs rolling SIM only!

SIM only plans are where the customer is tied for the length of the contract. Early exit fees apply to those who end the contract early. Rolling SIM only offers the flexibility of choosing from rolling deals. One month rolling deals can also come with introductory offers however, customers can occur increase in prices.

What are Unlimited SIM only?

Unlimited mobile SIM only deals are advantageous to customers who use a lot of data, such as video streaming, uploading & downloading whilst out & about. *fair usage policy applies

Is SIM only the same as Pay As You Go?

PAYG can be linked to a SIM only deal, or it can be with a handset included. PAYG, is where when you top-up when you need or are ready to, you can purchase calls, text and data for your top-up. No regular monthly charges apply.

Who offers SIM only deals?

Most large mobile network providers offer their customers a range of SIM only deals. Some smaller providers specialise in them.

Are SIM only deals any good?

SIM only plans are great for customers looking to save money on their mobile bills each month or those who do not require a new handset. SIM only deals are economical and practical.