VoIP Telephone Service – Keep Your Existing Telephone NumberIf you are moving to our VoIP telephone service, you can normally keep your existing landline telephone number. Please note that telephone number transfers are managed by third-party network operators and can take several weeks to complete. Number Porting TimescalesDue to increased demand from customers migrating away from traditional copper telephone lines, telephone number porting times are currently longer than normal across the UK telecommunications industry. We currently recommend allowing a minimum of 21 working days for an existing telephone number to be transferred to our VoIP service. Lead times may increase as the UK copper network switch-off programme continues and demand for digital telephone services grows. Existing Telephone Number TransfersWhilst every effort is made to complete your number transfer as quickly as possible, we cannot guarantee a specific porting date until it has been confirmed by the relevant network operator. Customer Enquiries and CallbacksWe are currently experiencing a high volume of enquiries from customers looking to move their existing landline numbers to digital telephone services. Whilst we always endeavour to return calls as quickly as possible, we cannot guarantee callbacks at a specific requested date or time. We appreciate your patience and understanding and will respond to your enquiry as soon as possible. Click here for our full General Data Protection Regulation (GDPR). Simple Telecommunications Ltd collects and acts as the data controller for information submitted by you through this website. It will be shared with appropriate Simple Telecommunications Ltd staff only, and used to contact you with information on Simple Telecommunications Ltd products and services if applicable. Your Safety and Peace of MindWe understand that many of our customers rely on their telephone service to stay in touch with family, friends, carers and emergency services. That's why customer safety, trust and service reliability are at the heart of everything we do. Care Alarms and Digital ServicesIf you have a care alarm, pendant alarm or telecare device installed at your property, you must inform us before placing an order. Under Ofcom regulations, we are required to record whether a care alarm is present, regardless of whether it will use the new digital telephone service. This helps ensure that customers who rely on these devices continue to have access to emergency assistance following any change to their telephone service. Before placing an order, please contact your alarm provider to confirm that your equipment is compatible with the proposed service. As we cannot test or certify third-party alarm equipment, responsibility for confirming compatibility remains with the alarm provider. UK-Based Customer Services TeamWe take the safety and wellbeing of our customers seriously, particularly when supporting elderly and vulnerable individuals. Our customer services team is based in the United Kingdom and undergoes comprehensive pre-employment screening and ongoing suitability assessments. These checks help ensure that our employees meet the high standards expected when supporting customers who may require additional care and assistance. Employee screening is carried out to BS7858:2019 standards, a recognised framework widely used within the security industry for positions of trust and responsibility. In addition, prospective employees undertake psychometric assessments covering communication skills, behavioural characteristics and customer service suitability, helping us maintain a professional, trustworthy and customer-focused team. Committed to Customer SafetyBy combining robust staff screening, UK-based customer support and clear guidance on care alarm compatibility, we aim to provide a safe, reliable and trustworthy service for all customers and their families. Changes Made by Your Broadband ProviderOur VoIP telephone service relies on the broadband connection and network configuration provided by your internet service provider. From time to time, broadband providers may make changes to their network, router settings, security policies or connection methods without prior notice. In some circumstances, these changes can affect the operation of VoIP telephone services. Even where internet browsing, email and other online services continue to work normally, changes made by the broadband provider may impact the ability to make or receive telephone calls. If this occurs, we will make every reasonable effort to identify the cause of the problem and assist with finding a solution. However, where the issue originates from the broadband provider's network or configuration, we may be dependent upon that provider to implement any required changes. |
