• Telephone for people with Alzheimer’s and Dementia
Slide
Slide

Restricted fixed cost telephone line only deal for people with Alzheimer’s and Dementia.

Specially designed dementia friendly phone deals - 100% guaranteed fixed monthly cost

Telephone line only deal for people with Alzheimer’s and Dementia.
At Simple Telecoms, we understand the unique challenges faced by individuals with Dementia and Alzheimer's, as well as their caretakers and loved ones. We have developed a ground-breaking new restricted telephone service, specifically designed for people with Alzheimer’s and Dementia to help minimize their telephone bills. This service is called Cloud Guardian and gives no access to call expensive numbers, preventing excessive and unexpected call charges.
We offer several 100% fixed price monthly call plans to pick from, with all calls included. This means the monthly line rental price is the only monthly cost, and there will be no other charges, guaranteed. As with all our services, we are happy to deal with a designated contact, which means less stress for the line owner and all of those who care for them.

Cloud Guardian, your safeguard against excessively high bills

For most people with Alzheimer's and Dementia, having a telephone is a lifeline, however many often call wrong numbers by mistake. Especially problematic are calls to expensive numbers like 118 (directory enquiries), 123 (the speaking clock), 0844, 0871, 0870, and 09 (premium) numbers which often carry high call charges. As well as repeat dialling habits, which can push the phone bill up very fast. We can also Barr calls to emergency services - which is an Opt-in service. Our customers often tell us about seniors with dementia who keep calling the police when there is no real emergency, which causes major problems for the emergency services, especially when in a care home, as the emergency services keep attending the address. In addition to the restricted access to expensive and potentially dangerous numbers, our Cloud Guardian service protects vulnerable individuals from phone scams. All call plans come with our Call Screen Lite Nuisance call blocker is a FREE complimentary service.

The time has come to hang up on Copper based voice telephone lines - September the 5th 2023

Most of us are not keen on change, and we understand for pensioners it can be even harder. But it’s time for Openreach to hang up on the copper wires voice telephone network which have served us for over a century. It’s kept our emergency services, schools and hospitals connected in some of the worst times in our history. But most importantly, it has made it possible to have some of the most important phone conversations we’ve ever had with our friends and family. The copper voice telephone service has been around for a long time, and exchange replacement parts are now becoming hard to come by and it’s no longer as efficient as it once was, and fails more often than we all would like, all resulting longer fault repaired times than you would expect. Therefore, Openreach is retiring the analogue phone network starting with a FULL STOP SELL of any new copper voice lines or changes to an existing one from September 5th 2023, with a full switch off of the copper voice service at the end of December 2025.
 
The September the 5th "Stop Sell" will impact new supply, working line takeovers, restarting of stopped lines, migrations to a different Communications Provider (CP) transfers, addition of broadband to copper voice lines, bandwidth modification, or any modification to existing copper line installation. Openreach has announced (01.02.2023) that, as part of their plan to retire older copper analogue UK phone services by December 2025, they will conduct a trial that “responsibly [adjusts] the performance of the remaining analogue services” (i.e. blocking out-bound calls and limiting broadband ISP speeds) to “encourage” customers to upgrade to new digital lines.
telephone line only deal for people with Alzheimer’s and Dementia.

Using our Cloud Guardian service - You will Always keep your telephone number

Using our Cloud Guardian service - You will Always keep your number
Our goal is to provide individuals with Dementia and Alzheimer's with the tools and support they need to stay connected with their loved ones and maintain their independence.
For people with Alzheimer’s and Dementia keeping their telephone number is a must, as most have had the number for many years. We can move 99% of telephone numbers as unlike a copper-based line, your telephone number will be virtual and will no longer be restricted to an exchange by geographical location.
So regardless of if you're moving home, to a different part of the country, or even a different part of the world, you will always be able to take your current phone number with you, just as long as you have access to a Digital exchange or even mobile data. We can also move telephone numbers into our network from other Digital cloud based providers, and we will organize the transfer of your telephone line for you, making the whole move as simple as we can.

Things to consider before making the move to Cloud Guardian

It's the alarm manufacturers responsibility to make sure the equipment is compatible with Digital Lines. 
Customers who are vulnerable or are using a Care Alarm or pendant service should contact their service provider, as not all personal/care alarm services are compatible, as many Telecare devices are 20 years old and will need to be upgraded to work on digital voice services. However, our service has been tested using the SureSafe care alarm systems. Please contact our customer service team for more information. But please check before committing to taking a digital voice line, as moving back to a copper-based line may not be possible to do.
Please also note that any copper-based phone extensions will also no longer work. So if your Alarm is plugged into an extension it will no longer work.
Phone line only for people with Alzheimer’s and Dementia

Digital Voice Cloud Guardian Line connection costs
You will NEVER pay any more other than your monthly line rental, Guaranteed 

NEW LINE INSTALLATION
New Cloud Guardian Line - 138.00 including VAT. This cost includes a new Openreach Digital line into the address with a basic Openreach engineer visit. It also includes the telephone router and new telephone number. If there are no existing or stopped lines listed to the address, then this cost would apply. 
LINE TRANSFERS
If you have an existing live Openreach telephone service, we can convert this line into a Cloud Guardian Line and you can keep your telephone number - 78.50 including VAT. This cost includes a telephone router all set up and ready to go, just plug it in. No Openreach engineer will need to visit, but can be arranged if needed at an extra cost.
STOP LINE CONVERSIONS
If we can see an old copper-based Openreach or MPF stopped telephone line at the address, we can convert this line and bring it back in to service as a Digital Cloud Guardian Line. This is classed as a new connection - 78.50 including VAT. This includes a new telephone number and router. No Openreach engineer will need to visit the address, but can be arranged if needed at an extra cost
MPF LINE TRANSFERS TO DIGITAL
MPF lines are used by TalkTalk, Shell, Sky and a number of other providers. However, these types of lines are far more complicated and costly to transfer, as well as keeping your current telephone number. An MPF line is not directly connected to the main Openreach network, and need to be moved back to the Openreach main network. - 78.50* inc VAT. 

Our cheapest fixed price phone deals that give you more

100% Fixed cost telephone line only deal for people with Alzheimer’s and Dementia.

All plans now include our FREE complimentary Call Screen Lite Nuisance call blocker service

Cloud Guardian 1
Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Free Nuisance call blocker Ψ
Router backup included
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
Talking Clock Barring (123)
Premium rate barring (09)
Directory enquiries 118 barring
NGN 087,0844 number barring
Guaranteed fixed cost per month
1
100% Guaranteed fixed cost per month
23.50 including VAT
A Broadband service cannot be added to this call plan
Cloud Guardian 2
Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Free Nuisance call blocker Ψ
Router backup included
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
Talking Clock Barring (123)
Premium rate barring (09)
Directory enquiries 118 barring
NGN 087,0844 number barring
Guaranteed fixed cost per month
2
100% Guaranteed fixed cost per month
27.12 including VAT
38.11 with phone + Fibre broadband ‡
Cloud Guardian 3
Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Router backup included
Unlimited Landline calls to over 30 countries included***
Free Nuisance call blocker Ψ
Includes caller display
Includes 1471 service
Includes 1571 voicemail
Full access to 999 Services
Talking Clock Barring (123)
Premium rate barring (09)
Directory enquiries 118 barring
NGN 087,0844 number barring
Guaranteed fixed cost per month
3
100% Guaranteed fixed cost per month
30.00 including VAT
39.98 with phone + Fibre broadband ‡
The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024.

Cloud Guardian Installation and transfer information

Can I have an engineer visit me to connect the router, telephone, and battery backup unit for me?
All NEW line installations come with a basic Openreach installation. This means the engineer will attend the address and just check the service is live at the master socket, and no more.
 
On request we can book a Premium line installation which costs 138.00 inc VAT, and will check the following.
✔ Install NTE (telephone socket) within 1m of 13A power socket, and up to 30 meters of internal wiring
✔ Ensure wiring meets Openreach standard
✔ Connect modem/router (provided by us)
✔ Connect up-to 2 devices and conduct a Wi-Fi analysis and move router if needed. (if having broadband)
✔ Add voice reinjection plate and connect router with provided cable (this needs to be pre booked with us if needed)
✔ Demonstrate speed to a responsible adult (householder/proprietor)

Line transfers or conventions that do not require an Openreach engineer visit we can arrange for an BT Openreach engineer to visit you and set up and connect both the router, cordless telephone and/or a pendant alarm system to the backup, and then test the telephone service. This will be an extra cost and must be booked at the time of placing the order with us for the line.
Can I transfer a number from a Virgin line to Cloud Guardian Line?
Transferring a Virgin based telephone number to a SoGEA digital line is classed as a new line installation by Openreach, as they cannot use the existing Virgin Infrastructure. A new line will need to be installed, and the Virgin number ported from them to us, which can be very problematic, as it relies on several factors, such as Virgin releasing the number to us on a given day and time, and that there are no hold-ups with the SoGEA installation. Transferring a number from Virgin to SoGEA digital line cost 138.00 including VAT. And will be a premium installation.
Can I transfer a number from a TalkTalk line to Cloud Guardian Line?
Transferring a MPF based telephone number to a digital cloud line is classed as a new line installation by Openreach. MPF lines are used by TalkTalk, Shell, NowTV, Sky Post Office and several other providers. An MPF line is not directly connected to the main Openreach network. Your current number will be moved back to the main Openreach network, and then converted to a digital line. You will in 99% of cases retain your telephone number - 138.00 inc VAT. An engineer visit is needed. The timeline for the completed changeover is around 25 working days. But you will not lose your service during this time.
Is the new Digital Cloud service available everywhere?
Unfortunately, no. However, more and more exchanges are being upgraded to digital services every day, and there are now over 600+ exchanges that are ready for the new digital voice service. If the new service is not available on your exchange, you can start off on a basic copper-based line, and we can then convert the line over to the new service as and when it becomes live on your exchange. The exception to this, is if there is an FTTP low bandwidth Fibre service available to you, as we can use this to provide the Cloud Guardian service for you instead, but it's subject to the exchange.  
How long will it take to install a new line or transfer an existing line?
Switching your current telephone service, or installing a new line usually takes about 10/15 working days, depending on the service you have selected. However, If the room/flat or address is not listed at the address this may need to be done before an installation can be booked. This is because Openreach will only install into the full listed address as found on the Royal Mails database. Installing into Care Homes can also be extremely hard to do as well. But we will alway do our best to try to get the line installed.
What is a Voice Reinjection Plate?
In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets). This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring However, we strongly recommend using a BT 4600 cordless phone kit as reusing these sockets and wiring may give you problems in the future and they may even be incorrectly connected to start with. As Openreach are only responsible up to the back of the main telephone socket. So, if you do have a problem with an extension this could be costly to fix. It's also costly to have the Voice Reinjection installed. 
In the event of a power cut, can I power the telephone router independently and still have a service?
Providing the criteria set out by OFCOM has met we will provide a Battery Backup for your telephone router which runs the telephone service, this will be provided on loan. This will keep the telephone router powered for about 1 hour in a power cut, which is OFCOM's recommended length of time. This will not however provide power to other devices like cordless phones or care alarms, meaning customers will need to provide their own Battery Backup arrangements for these devices. If you would like help with this, just give us a call on 0330 122 0000. 

Cloud Guardian call package information

Cloud Guardian 1 - Unlimited UK standard landline calls - 120 minutes per call*
*After 120 continuous minutes to UK standard landlines (01, 02 and 03) the call will be automatically disconnected. You can hang up before the 120 minutes and redial to avoid the automatic disconnection from occurring. Access to all other numbers is restricted. UK landline calls are subject to a Fair Usage Policy (FUP)
Cloud Guardian 2 and Cloud Guardian 3 - Unlimited UK standard mobile calls - 60/120 minutes per call**
 ** Cloud Guardian 2 and 3 Includes UK standard mobile minutes for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, 3-Three and other mobile operator services in bands FM1, FM3, FM4, FM5 and FM6 at any time. Please note this does not include calls to Direct Virgin numbers, Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular network. 
Mobile call timeout is set to 60 minutes on Cloud Guardian 2 and 120 minutes on Cloud Guardian 3 for UK standard mobiles. After 60/120 continuous minutes, the call will be disconnected. You can hang up and redial to restart the timer. This call timeout cannot be increased or decreased. Calls to 999 emergency services do not have a timeout. Calls are subject to a Fair Usage Policy (FUP)
Cloud Guardian 3 - Included International landlines***
***Included International landlines only, unless otherwise stated -  Included countries - Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Canary Islands, Chile, Cyprus (Excl. North Cyprus), Czech Republic, Denmark, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Malta, Mexico, New Zealand, Norway, Netherlands, Poland, Portugal, Puerto Rico, Romania, Singapore, Sweden, Switzerland, Spain, USA (Excl.premium), USA Freephone, USA Great Lakes and USA mobile phones. International call timeout is set to 30 minutes per call. After 30 continuous minutes, the call will be disconnected. You can hang up and redial to restart the timer. This call timeout cannot be increased or decreased. Calls to 999 emergency services do not have a timeout. International included calls are subject to a Fair Usage Policy (FUP).
Making a telephone call on the Cloud Guardian service
When making a call with the Cloud Guardian telephone service, the full telephone number must be dialled, including the local area code. 
Includes Nuisance call blocker Ψ
Ψ Our Call Screen Lite Nuisance call blocker is a FREE complimentary service, and is an Opt in service so will not be added automatically.
  • To enter the blocking menu you dial 1472 and you will hear a welcome message
  • To block the last number that called you press 1
  • To block, unblock or to check a number is in your blocked list press 2
  • For individual Call Type Blocking press 3
    The setting of Individual calls types include Withheld numbers, unavailable numbers and full blocking of International incoming numbers.
    Calls that are allowed through (in your white list) but not picked up will go to your voicemail if you have this option enabled.
Can I keep my telephone number
Yes, we can move 99% of telephone numbers - Most people have had their telephone number for years, and for a lot of seniors and pensioners keeping their telephone number is a must. Unlike most providers, we run our own voice telephone network and platforms (Similar to TalkTalk and Virgin), and have telecom switches based in Bournemouth and London So regardless of if you're moving home, to a different part of the country, or even a different part of the world, we have the technology so you will always be able to take your current phone number with you.
Can I add broadband to the telephone line should I need to?
Yes, however broadband cannot be added to the Cloud Guardian 1 service. You can add a full broadband service to the line at any point, and just like our telephone lines, the service is on a 30-day rolling contract as well. However there is an activation cost to add a full broadband service to Digital phone only service, and the cost applies to downgrade a service from a full broadband service to just a phone service. The broadband service is switched on remotely. If you would like more information, please contact our sales team on 0330 122 0000. *Cost is depending on the current service and availability at the exchange.
Call plans with included Fiber Broadband service ‡
‡ Call plan/s cost (at the time of first ordering) with a full broadband service is based on the service being available at your local exchange using the SoGEA FTTC Fibre network. If your local exchange is an FTTP only exchange, we will give you a cost for this service instead. You can remove the full broadband service on the call plan at any time. However, there is a “Change of Service” cost to do this, and likewise to re add it to the call plan. Fibre Broadband service - FTTC 40/10 - Up to 38Mbps download - Up to 9.5Mbps upload. cost for faster speeds available on request.  Please contact us on 0330 122 0000 for more information.
What do I do if I have a fault with the service? (Please take time to read)
Our digital voice service platforms have a 99% uptime. But the first thing we recommend to do if you think you have a fault is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router unless we ask you to do so). We can also run test calls through your account to check the service is fully online and routing calls correctly and check the underline broadband service is online for the telephone line to work.
 
Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line a priority fault application cannot be made outside working hours, weekends, or public holidays. Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your Telephone line and or broadband (which is the underlined service for your telephone services). A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of Broadband Care Level takes 5 working days to complete.
 
Digital Line Basic Care - Included
Basic Care is included in all services. Basic care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Basic Care Faults can only be logged with Openreach between 9AM
and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 72 working hours of receipt of the fault report, excluding any allowable parked time.
 
Digital Line Standard Care - 1.99 per month inc VAT - Standard Care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Standard Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00 7 days a week. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding Bank Holidays and Weekends. and any allowable parked time. Please contact us for more information.
 
Digital Line Enhanced Care - 24 Clock Hours - 14.99 per month inc VAT - Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information.
 
Digital Line Premium/Critical Care - 8 Clock Hours - 19.99 per month inc VAT - Premium/Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 8 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information.
 
All prices are on top of any monthly rental charges.
Whats the difference between Cloud Phone Saver and the Cloud Guardian service?
The main difference between a Cloud Saver service and Cloud Guardian is with the Cloud Saver you have the option to call other numbers from a prepaid credit should you wish to do so. The Cloud Guardian is a totally fixed service, you can’t call anything other than what’s in the call plan. However, you can move from a Cloud Guardian service to the Cloud Phone Saver service, but there is an admin cost to do so.
Will my telephone extensions still work with a digital line?
Yes, and no, when a line is converted to a digital line all extensions will stop working, as these are copper based lines. However, depending on your booked installation with us Openreach can fit a Voice Reinjection plate. In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets), providing these extensions have been installed by Openreach and not a third party. This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring. However, we strongly recommend using a BT 4600 cordless phone kit as reusing these extension sockets and wiring may give you problems in the future. Openreach are only responsible for faults up to the back of the main telephone socket. So, if you do have a problem with an extension this could be costly to fix.
Can I use my existing phone, or do I need a new one?
Any standard telephone will work with the new digital lines, even ones with built in call blockers. So, there is no need to get a special phone.
Can I call Emergency Service (999, 112)?
The 999 service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in another country where you may be located. Calls to 999 emergency services do not have a call timeout.
Are calls to 0800 and 0808 freephone numbers barred?
No, Freephone numbers starting 0800 and 0808 are included in all call plans for 120 continuous minutes before being disconnected. However, 0800 numbers must not be used for call breakout services. Calls made using a freephone number to make calls over another providers’ network, listening to online audio/radio services or conferencing platforms are against our Terms and Conditions and could result in your account being
Can I have the service on a Cooper Line?
Unfortunately, no. This service is only available on the new digital voice services. 
Automatic Premium, 08 and International call barring
Call barring for NGN 08, International† and Premium rate numbers starting 09 and 08 numbers will be applied automatically to the telephone line and this barring cannot be removed. Customers with personal alarms should check with their equipment or Care Alarm provider which number the Care Alarm calls when triggered, as we bar calls to 08 NGN numbers, and some providers use 08 numbers to generate money for themselves. *** If you are on Cloud Guardian 3, then all international numbers will be barred other than the listed destinations included in the call plan.
Automatic barring of Directory Enquiry (118) numbers and The Talking Clock
For most people with Alzheimer's and Dementia having a telephone is a lifeline, however many often call wrong numbers by mistake. Especially problematic are calls to expensive numbers like 118 (directory enquiries), 123 (the speaking clock) which often carry high call charges. As well has repeat dialling habits which can push the phone bill up very fast. So, these numbers are automatically barred from being called. This barring cannot be removed.
Will other services like 1471 and 1571 work?
Yes, the 1571 service is included free. This is a voicemail service asking the caller to leave a message in the event of no answer, your line is busy or you're offline. You can record your own personal greeting, and messages are held for 30 days before being deleted. This can be switched off if needed. 1471 is also included free and tells you the last number that called you - unless the caller withheld their number by dialling 141 before dialling your number, or the call came from a switchboard extension number. Please note - There is no 1471 Call Return service at this moment in time.
How is my first bill is calculated, and when do you bill?
We bill per calendar month, meaning from the first to the last day of the month. Statements are sent via email on the 8th of each month, with the direct debit taken on or around the 16th of the month. If this is your first invoice it will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months.) This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your line for you the same day you notify us should it become necessary. If you've signed up to our service part way through a month, your first bill will also include a charge from the date the new service went live to the end of the part month. Please remember to tell the bill payer that the name of our Direct Debit will show on their bank statement as “Simple”. You will also receive an email giving you access to our online billing system as well. However, as there are no chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any calls made.
Can you send a paper bill each month?
Yes, the cost for a paper bill is 1.85 per month including VAT. However, as there are no chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any calls made as these are all included in the call plan. However on a one off basis we can provide call history taken directly from our network. The cost for this would be 29.99 per request.
Can I move my telephone number to a different provider?
Yes, but the gaining provider will be responsible for this process. Customers that have ported their telephone number out of the Simple Telecoms network to another provider will not be eligible for a free of charge port back to the Simple Telecoms network until a term of 36 months has passed from the original port out date, irrespective of any current or future offers being advertised in the press or Simple Telecoms websites. Should you wish to return to us within 36 months of leaving, there would be a cost to do so.
In the event of a power cut, can I power the router independently and still have service?
If there’s a power cut or your broadband fails, you’ll be unable to make any calls using Digital Voice, including 999 calls. You’ll still be able to use a mobile phone, just make sure you keep it charged at all times. Customers who need extra support may be offered a battery backup unit to make sure you can still make calls.This is in line with Ofcom's regulations on battery backups. The unit will keep your router connected for a short time if there is a power cut. However, this will not provide power to other devices like your handset or care alarm. This means customers will need to provide their own Battery Backup arrangements for these devices. Having a big battery backup solution will NOT completely resolve the power problem, as the batteries in the cabinet in the street will only run for 4/6 hours anyway before they will shut down. We strongly recommend a mobile phone as a backup as well. If you would like help with this, please call us on 0330 122 0000 Monday to Friday 9AM to 5PM

Important information
Credit Limit and Credit Check
When you apply for any telephone or Broadband service contract with us we will perform a hard credit check on the user and the address the service is being provided at. We may also credit check the bill payer if different to the user. This will involve a credit reference agency to confirm your identity/s. They'll also examine your financial records and borrowing history. Using this information provided by the credit-rating agency, which in our case is Creditsafe. We will then make a decision whether to accept you for the contract/service you’ve applied for. This decision is made solely by our credit-checking team based on the information from Creditsafe. A credit check is ONLY performed once a direct Debit has been set up with us, as this is regarded as an acceptance of our terms and conditions, and intent to apply for a service. If your credit rating prevents you from getting a contract from us we may offer a tailored solution for people with bad credit. If your application is accepted a credit limit will be placed on the account for any chargeable calls. This safeguards our customers from running up a large bill. If this credit limit is reached outbound calls will be barred other than 999 freephone and the NHS helplines. However, if you have a Care Alarm this may cease to operate if your credit limit is breached. Call spend Warnings can be set up within our online billing system, and we strongly recommend this is done. Please note. Any credit check performed be it on the end user and or the bill payer will show on your/their credit history.
Who is CreditSafe? - Creditsafe, are global intelligence experts, specialise in business and consumer credit checking, and is the world's most used provider of online credit reports. Your credit history is checked by CreditSafe. If you have any questions about your credit file you'll need to speak directly to CreditSafe
General Terms and Conditions
All services are provided on a 30-day rolling contract, with no disconnection or termination costs. Please click the link below for our General Terms and Conditions. General Terms and Conditions.
Addendum - VoIP Lines
Please click the link below for our terms and conditions for VoIP lines (SoGEA/FTTP/FTTH) Addendum Terms and Conditions VoIP
Addendum - Broadband (Underline service for a Digital Voice Service)
Addendum for the Broadband underline element of the Digital Voice service - Please click the link below for our Terms and Conditions for Broadband
Addendum - GDPR
Addendum - Download our full GDPR policy information here
Consumer Price Index Rate Increases
If you sign up to a new contract or renew your contract for a Landline (including call charges, features, add-ons and brodband plans) the monthly price will increase each year from April 2024. That increase is based on the Consumer Price Index (CPI) Rate of inflation which is published in January each year plus 3.9%
Fair Usage Policy (FUP) and Acceptable Use Policy (AUP)
Just like all other providers, in order to protect our customers and network, we have FUP and AUP policies in place. These obligations require your use of our services to be for private, personal, and legitimate consumer purposes.
For more information on our FUP and AUP policy please click the link below.
Cloud IP Telephone Full Terms and Conditions.
Billing monthly charges for services
You will be charged rental from the day Simple Telecommunications Ltd supply the service. All chargeable services are paid one clear calendar month in advance. The first invoice will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months). This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your service/s for you the same day you notify us should it become necessary. It will also include the part month during which the service went live with us. Services are provided subject to status and or credit checks.
Payment methods
We only except Direct Debit for monthly service payments. Our Direct Debits are regulated by the Financial Conduct Authority as an Authorized Payment Institution. Your payments are protected by the Direct Debit guarantee. Direct Debits are setup directly via our website or by email. There are no paper Direct Debit forms to be posted back. Services and paying via Direct Debit are subject to status and/or credit checks.
Information on Telecare and Care Alarms
Customers who are vulnerable or are using a pendant service need to contact their service provider, as not all personal/care alarm services are compatible with Digital VoIP services. Our service has been tested using the SureSafe care alarm systems. Please contact our customer service team for more information. We strongly advise that you check before committing to taking a Digital line, as reverting to a copper-based line may not be possible. Click here for more Information. 
Information on Home Alarms
Potential issues exist with moving an Alarm line to Digital Phone Lines. Click here for more Information.
Ownership of broadband router hubs and ATAs
As of the 1st of September 2021, we own all new Simple Telecom provided routers, Hubs and ATAs sent out to customers. Not applicable for routers, Hubs and ATA's. When you/we replace routers, Hubs and ATA’s or leave Simple Telecoms, you will be required to return those items to us. If the unit/s are not returned, you will be liable for a charge. You have a total of 30 days to return said items, which includes the time taken for us to send out shipping labels. If you prefer, you may also post the equipment back using the Royal Mail, although proof of postage will be needed. 
Emergency Service Listing (999,112)
It is the end user’s sole responsibility to notify us of a change of address/location where the service is being used on a permanent basis. This information is used by the police, fire, and ambulance services to identify the caller. The service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you are located.

The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024.

Cloud Phone Saver - UK's Only Fixed Monthly Cost Telephone Only Deals for Pensioners

UK's Only Fixed Monthly Cost Telephone Only Deals for Pensioners
Cloud Phone Saver is similar to the Call Guardian services, but offers you the ability to make a call using prepaid credit. So If the call is NOT included in your plan, you will get a message to tell you how much per minute the call will cost along with the time you have to make the call based on your current prepaid credit. This indicates that it’s a chargeable call and gives you time to hang up if you do not wish to make the call. Phone Saver. Pay as you go calls outside your plan - To check your current prepaid balance, you just dial 178 from the handset, and we will read back the amount of credit you have to make calls. If you would like to add more call credit to your account just dial 150 from your handset and this will take you through to a member of the team, who will then take a payment via your debit card and add the funds to your account. (During office hours only). However, call credit can be added by yourself, a friend, or a family member via our call credit voucher system. A call credit voucher can be added instantly to an account from any telephone 24/7. Vouchers can be pre-purchased in 10, 25, and 35 values, and available from our online shop or by calling our customer services (within office hours).

 
free delivery on all hardware
Free delivery
FREE Delivery on all hardware
secure payment
Secure payment
sage pay
trustpilot certified
Trustpilot
4.9 rating
contact simpletelecoms
Contact us
0330 122 0000
Simple Telecoms - Phone services for the elderly