Hello there, how can we help?

Browse through our FAQs or speak to an in-house member of our support team.

Setting Up & Using a VoIP Phone System

How does VoIP work?

VoIP is a cloud-based business phone system, which allows you to make and receive calls on any device, anywhere. It works using our powerful apps (Mac, Windows, iPhone, Android) which allow you to make and receive calls, shows all your call history and let’s you manage your settings.

Do I need any technical knowledge to set up VoIP?

No. We’ve made it really easy with our simple apps. As long as you can operate the basic functions on a mobile phone or a computer system, you’ll find cloud based VoIP a breeze to setup use. Simply download our apps, and you’re ready to go.

How long will I have to wait until my VoIP system in ready to use?

Once you’ve signed up and installed one of our apps, your account is ready to use instantly!

How well does it work on mobile data connection?

We recommend having a 4G connection for high quality calls on mobile data. In the event that you don’t have a connection available, we’ll automatically push calls to your mobile number.

How do I make and receive calls?

It couldn’t be easier. Install one of the VoIP apps (Mac, Windows, iPhone or Android), log in to your account and you’re ready to go.

Accordion Panel

Unlimited calls to UK 01, 02, 03 numbers and major network 07 numbers are included, along with calls to USA, Canada, Ireland, Australia & New Zealand (with a small number of exceptions) within fair usage limits.

Does it cost anything to receive calls using VoIP?

No. Receiving calls is free of charge

How many international countries can I call?

You can make calls to over 170 countries. Please refer to our pricing page for more details.

How much will calls cost which are not included in my plan?

Please refer to our pricing page for details of all call costs.

Am I tied into a contract?

We offer monthly and contract VoIP options. On the monthly contract, there’s no commitment. You just need to accept our terms and conditions.

Whats is included in the free trial?

Full user privileges, including the ability to add users and numbers, plus 30 minutes of free UK landline & mobile calls. Please note that you cannot make international or premium rate calls during your trial period.

Users & Numbers

How do I add extra users to my VoIP phone system?

You have two options, the first is to just add users using the apps in just a few clicks or speak to our support team on 0191 303 9404 or email us on info@customersupport.org.uk.

How do I add extra phone number to my VoIP phone system?

You have two options, the first is to just add users using the apps in just a few clicks or speak to our support team on 0191 303 9404 or email us on info@customersupport.org.uk.

I need an international phone number. Can you still help me?

Yes. For a small additional monthly subscription, we offer a range of telephone numbers from major international cities such as New York, Toronto, Amsterdam, Sydney and Dublin.

I already have a phone number(s), can I transfer/port this to my new VoIP phone system?

Yes, we’re happy to transfer an existing number to your new VoIP phone system. We can port most landline numbers for £20+VAT. We also port in from all UK major networks free of charge. Please note that we can’t port international numbers.

How long does porting/transferring a number take?

It varies. Mobile numbers are really straightforward and take a couple of days. Other numbers can take anything from 7 to 20 days depending on the provider we are transferring from. The process is quite old-fashioned and very fussy. Unfortunately, it’s not something that we’re in control of, but we’ll always do our best to speed up the process for you.

If I decide to leave, can I take my number(s) with me?

Once you’re a paying user, any numbers on your account are available for you to take elsewhere if your new provider supports this.

Other Questions

Can I use my VoIP Phone System everywhere in the world?

VoIP will work in most countries around the world, providing you have a data or WiFi connection available. However, there are a small number of countries which block internet-based calling for either security or revenue-protection reasons. Internet-based calling is currently blocked in Azerbaijan, Belize, China, Iran, Jordan, Kuwait, Libya, North Korea, Oman, Pakistan, Qatar, Saudi Arabia, South Korea, Syria and UAE. You can still call these countries using your VoIP phone system, it’s just outbound calls that are blocked.

Some of my colleagues prefer to use a headset for calls. Does VoIP support these and can you supply them?

Yes. VoIP phone systems support USB/Bluetooth headsets. We can recommend phone headsets that have been fully tested. 

Some of my colleagues prefer to use a handsets for calls. Does VoIP support these and can you supply them?

Yes. VoIP phone systems support desktop handsets. We can recommend handsets however they are not required to use your VoIP phone system.

We currently use mobile phones and we pay for their calls through expenses. Does VoIP replace that?

Yes. We can save you some money. Your colleagues can simply add their business phone numbers to their own smartphones and computer systems to make and receive calls. There’s no longer any need for extra business phones or extra sim cards.

So I can cancel my existing phone contracts?

That’s up to you. You don’t need an existing landline or mobile contract to use VoIP. Of course, if your internet connection is provided through your landline or mobile, you’ll still need that.

How much mobile dtata does VoIP use?

As a general guide, VoIP will use approx 1mb of data per minute. This can be variable, depending on which additional features you are using. VoIP data consumption is at most equivalent to most other IP or cloud-based systems.

What happens if I done have a data connection?

If you don’t have a data connection, your call can be automatically diverted to a mobile number. You can set this up in the mobile apps.

14 Day FREE Trial Cloud Phone VOIP for Charities & Not for Profits

 Simply sign up to get the “Unlimited” Tariff (Usually £15/m) FREE for 14 Days.