Frequently Asked Questions
Browse the topics below and find the answer to your query
Finding a Virtual Number
How can I find out what virtual numbers are available?
When you click on the button that says ‘Choose a Virtual Number’, you’ll be taken to the registration page, the very first step on this page is choosing a number, just follow the steps afterwards to continue with the sign-up.
Currently we offer geographical (02 & 01) and national (033 & 0800) numbers. You'll be able to choose from a drop-down menu, showing you 20 different numbers and it's up to you to pick the one that you like most. If you are looking for a memorable number with special digit combinations, you'll have to contact us via email and we'll sort it out for you.
How can I choose a memorable number?
You will have to contact us via email and we’ll be able to help you find a memorable virtual number. This, however, might incur additional charges, depending on the number you choose. Golden numbers come with a one off cost which start at £50.
Getting Started With Virtual Landline
How to sign up for Virtual Landline?
Click on the Sign Up button and follow the registration steps. You will be asked to provide contact details, add your divert number and choose a virtual number. Please, note, if you choose PayPal as your primary payment method, you won't be able to change it to card payments after subscribing.
I've just signed up, but my number isn't working
After signing up, you'll be sent a welcome email. You must click on the activation link in this email, so your Virtual Landline is activated, only after that, you'll be able to make and receive calls immediately.
I haven't received the Welcome email, what should I do?
Please, check the spam or junk folders in your inbox. If you haven't received the Welcome email within 10 minutes, please contact Customer Service on +44 (0) 203 488 0088
How to record my voicemail greeting?
Please, dial *98 from your virtual landline app or 01303656565 from any other phone. You will be asked for your password which is set to 777 by default, followed by #. You will be given a list of options, one of those is to record your personal greeting. You can learn more about setting up your Virtual Landline voicemail from our blog click here
Please NOTE: Your account number is your Virtual Landline number, but the 0 is replaced by 44. For example, if your Virtual Landline number is 012345678910, the account number is 4412345678910
I'm not receiving my voicemail to email messages?
Please, check your spam or junk folder, if you find the voicemail in your spam or junk folder, please trust the sender, this will then filter the voicemails into your inbox in the future. Sometimes, your mobile phone’s voicemail can pick up Virtual Landline voicemail messages, please see the topic below to find out how to fix this.
I'm getting virtual landline messages to my mobile phone's voicemail. What should I do?
To avoid mixing up your personal & virtual landline voicemails, please make sure that the number of rings to your personal voicemail is longer than the virtual landline one. This means that if you have set up your divert numbers to ring for 20 seconds, the ring duration for your mobile phone voicemail should be longer than 20 seconds. Otherwise, your personal voicemail will automatically take calls from your virtual number.
I don't know how to change my mobile phone's voicemail settings?
Every mobile provider has a guide on setting up or changing voicemail settings. You will have to go to the FAQs section of your mobile provider’s website and check out what guidance they have given you. Here are some helpful links to the FAQs pages of Vodafone, O2, Three, EE, GiffGaff, TalkTalk, Lebara
Porting & Using My Existing Number
What is porting?
Porting means that your existing fixed line (01/02) will be turned into a virtual number. Porting requires your existing provider (usually BT) to release the number and pass its hosting to us.
We can also port 03 and 0800 numbers.
How to find out if my provider allows porting?
Some providers in the UK do not allow porting, others have different charges. You should contact your existing landline provider before signing up to our service and confirm their terms and conditions on porting. Currently, numbers originally supplied by Cable & Wireless cannot be ported as no agreement exists between them and BT.
How to port my number?
During the registration you will be given the option to port your existing number, just press the button on the registration wizard that says ‘Existing Number’ and follow the steps afterwards
How long it takes?
Porting can take on average 3 weeks, as the technical department at BT requires very precise information to be submitted before the process commences. It may help speeding it up if you supply us a copy of your telephone bill
When is the transfer date?
The transfer date depends on the date when BT releases your number. Usually, when we have a confirmed porting date the number transfer occurs at 12am on the day. 95% of ports happen immediately. Sometimes there is a null period while BT engineers complete the process. If an error occurs during the process, they may roll back and allocate a new date. As soon as this process is complete, the calls will start arriving via the Virtual Landline
Will you notify me about the transfer date?
Yes, as soon as we have a confirmation from BT about the transfer date, you will be notified via email. We send the notifications to the email address you have registered your Virtual Landline.
What should I do while I'm waiting for my number to be ported?
While you are waiting for your number to be ported, you will be given a temporary virtual number, which you can choose during the registration
When can I start using my existing number after porting is complete?
After the number transfer is complete, you will be contacted by our Customer Service team, letting you know that you can use the number freely
What happens to my broadband after porting?
When your number is ported the existing fixed landline will cease service. If you have a broadband service on that line it will stop working, so please ensure you have moved the broadband service to another phone line before the porting date. If you wish to change from cable broadband to a more flexible alternative such as 3G/4G routers, check out our other service Buzz Connect
What is 'Call Whisper'?
Whisper tone is a short message letting you know that you are receiving a call from your Virtual Landline number. This way you'll know that someone has dialled your Virtual Landline number, not your personal mobile or landline.
What is 'Auto-Attendant'?
Auto-Attendant is a professional 'Welcome message' played to your customers and allowing them to choose from different dial options. A typical Auto-Attendant message sounds like "Welcome to MyCompany's Name, please press 1 for Sales, 2 for Accounts or 3 for Technical support." Find more about Auto-Attendant
What is 'Time Of Day Routing'?
Time Of Day Routing allows you to specify the time or day when the incoming calls will be routed to your virtual number. Simply said, this means that with Time Of Day Routing you can control the hours and days when to receive business calls from your Virtual Landline. Time Of Day Routing can be set up through the online portal
What is Simultaneous Ringing?
With simultaneous ringing all your divert numbers will ring at the same time when you are getting an incoming call from your Virtual Landline number.
What is Sequential Ringing?
Sequential Ringing is the opposite of simultaneous ringing. It allows your divert numbers to ring in a sequence set up by you. You can adjust the sequence through the online portal, so it calls one number first, then after a certain amount of time if there is no answer it will go onto the second divert number, then the third and so on. If no one answers the call at the end, it will go straight to voicemail. You can find more about Virtual Landline Voicemail on our blog.
I have my Global Standard monthly plan with 400 minutes, do I need the 200 Extra Minutes bundle?
You can add the bundle on top of your Global Standard, UK Unlimited or Basic plans. The bundle is designed to give you extra talking credit, in case you need it or run out of included minutes. For customers using the UK Unlimited or Basic plan the bundle can be used for inbound & outbound calls to international landlines & mobiles (World Destinations)
What happens if I go over the 400 inclusive minutes in the Global Standard plan?
The virtual landline service then becomes a Pay As You Go service, so you don’t get any unexpected bills. Calls will be charged at 1p per minute to UK landlines and 4p per minute to UK mobiles, for both inbound and outbound. The cost of these calls will be deducted from your calling credit on your account. You'll need to top up your balance through the online portal
What happens if I go over the 200 Extra Minutes?
The virtual landline service then becomes a Pay As You Go service. To avoid paying more you can either add another Extra Minutes bolt-on or top up your credit. Calls will be charged at 1p per minute to UK landlines and 4p per minute to UK mobiles, for both inbound and outbound. The cost of these calls will be deducted from your calling credit on your account. You'll need to top up your balance through the online portal
How to add some of these features to my account?
You can either choose an add-on while you are registering for Virtual Landline or if you have already subscribed and want to upgrade your service, you can log in to your online account and add the upgrade from the pro-features menu.
How can I cancel some of the pro-features I added recently, but I want to keep my regular monthly plan?
You'll have to contact us via email or call us directly, so we can cancel your add-ons, but keep the existing monthly plan rolling
Managing Your Calls
How to make outbound calls?
You'll need to download our free Virtual Landline app onto your mobile device or get a pre-configured Buzz VOIP phone or a Buzz Box.
How to make outbound calls with the app?
You'll have to download the app from Google Play or Apple Store. After downloading it and having successfully registered for Virtual Landline, you'll need to log in to your online account and click on the Apps & Devices tab, here you'll be able to find the login details for your app (username & password). Please, use these credentials to log in the app, after successfully being logged in, you'll be able to make outbound calls via the app and display your virtual landline number
How to make outbound calls with a VOIP phone?
Buzz VOIP phones come fully set up with your Virtual Landline and ready to use straight away. All you need to do is plug the phone into a power source and internet router, and you can start making calls
How to make outbound calls with the Buzz Box?
You need to connect the Buzz Box to a broadband router and your BT handset and you are ready to make calls through your Virtual Landline.
Can I see who is calling?
In standard setup you can see who is calling because the caller's ID is forwarded to the device you are using (e.g. mobile or landline.)
You may wish to add a Whisper Tone so you know that the caller has dialled your Virtual Landline number, not your personal mobile. By using Whisper Tone you will still see the caller's ID but when you answer the call, you will hear the message "Incoming call from Virtual Landline". This message is only heard by you and gives you the chance to answer the phone accordingly, in a more business-like fashion.
If you do not wish to invest in Whisper Tone, you can change the caller's ID to show your Virtual Landline number instead of the actual caller's ID. This can be set up through your online account. Please, log in first, then navigate to Settings and search for the tab 'Call Identifier'. You will see two options there 1) Show Caller's Telephone Number and 2) Show My Virtual Landline Number. You can switch on or off each of these options by pressing the on/off buttons.
Managing Call Diverts
How to set up a divert number?
Upon initial signing up you will be asked to add your divert number. If you want to change this number at a later stage, you can do so through your online account.
Can I add more than one divert number?
Yes, you can add up to five divert numbers to your Virtual Landline plan. By default, they will ring in sequence, which you can set up through the online portal. If you want all of them to ring simultaneously, you'll need to choose one of the office packs (Office Pack or Office Pro-Pack)
How much does it cost to divert a number abroad?
It depends on the country your divert number is registered. For example, if you have chosen a landline in India as a divert number, your inbound calls will be charged at the rates of a landline in India. The same applied to your outbound calls. You can use our Rate Finder to find out about different international rates
Using the app
How can I find my app login details?
Log in to your online account, click the tab Apps & Devices and you'll be able to see your app's QR code which you can scan from the app itself.
The call quality is really bad, what should I do?
The main reason for bad calls made via the app is the quality of your internet connection. To improve your outbound and inbound calls when using the app, please make sure that the 3G/4G or Wi-Fi is at its best. To learn how to get the most out of your Virtual Landline app, visit our blog
Payments & Invoices
What cards do you accept? Do you accept Paypal?
We accept all types of Visa and Mastercard. We do accept PayPal payments as well
How can I change my card details?
Log in to the online portal, click on Payment Details tab and edit your credentials
I have problems changing my payment method from PayPal to card?
If you have chosen PayPal as payment method you won’t be able to change it to card through the online portal but if you Give us a call on +44 (0) 203 488 0088 and we’ll be happy to help
I cannot change my payment details, what should I do?
There might be a number of reasons why you cannot change your payment details, give us a call on +44 (0) 203 488 0088 and we’ll be happy to help
I cancelled my subscription, but I am still getting charged?
If you think you have been charged by mistake, please get in touch, and we'll check out what had happened
How do I find my invoices?
Your invoices are sent to your email on a monthly basis as your subscription renews. You also have the option to download the invoices from the last 5 months through your online portal. Please, log in to your online account and click on Plans & Payments where you'll be able to find your invoices and other useful payment information.
Prices, Top Ups, Cancellations
How much does it cost?
The monthly price depends on the plan you choose. We offer four plans with great value: Basic, £5.95 per month; Standard, £6.95 per month; UK Unlimited, £7.95 per month; Freephone, £9.95 per month. Please, have in mind that if you choose to add Pro-Features to your plan, additional charges will incur on top of your monthly plan
What's included in the Basic plan?
The plan is a basic divert service that comes with all standard Virtual Landline features, excluding the app as outbound calls aren't included in this plan. It also gives you the freedom of receiving unlimited calls from UK landline & mobile numbers (subject to Fair Usage Policy, please check Terms & Conditions). If you need to add more minutes for international calls to your Basic plan, you can top up through the Online Account.
What's included in the Global Standard plan?
The plan includes all Virtual Landline features as well as 400 minutes per month of inbound and outbound calls to UK & international landline & mobiles. To find out more about the international call rates, covered by the 400 minutes, please visit International cover page
What's included in the UK Unlimited plan?
The plan includes all standard Virtual Landline features, but it gives you the freedom of making and receiving unlimited calls from and to UK landline & mobile numbers. If you need additional international minutes to your UK Unlimited plan, you can top up through your Online Account
What's included in the Freephone plan?
This plan is a new addition to Virtual Landline allowing your customers to make free of charge calls to your virtual number. The plan includes all standard Virtual Landline features without any extra or unlimited minutes added to it. Freephone numbers are a great way to drive sales enquiries to your business
What is this £5 credit in my account?
This is a £5 worth of free minutes, every new subscriber gets it as a welcome gift from us. After using this credit you'll have to top up your Account.
I'm on the UK Unlimited plan, do I need the £5 credit?
The £5 credit is a welcome gift from us, every new subscriber gets it and it could be used for out-of-bundle calls. For example, those on the UK UNLIMITED plan will be charged for international numbers and premium rate numbers (0845, 0844 etc.) When this credit is over, Virtual Landline effectively becomes a Pay As You Go Service.
How do I top up my calling credit?
When you log in to your online account, please, navigate to the Settings tab on your online dashboard, then you'll see the option 'Top Up credit balance'
Do I need to sign a long term contract?
Nope, You'll be charged on a monthly rolling basis and you can cancel anytime you want. Find more about our company values
How to cancel Virtual Landline?
You can cancel the service through your Online Account, from the dashboard area choose the Settings tab and navigate to the button 'Cancel'
Please, refer to our cancellation policy in Terms & Conditions
Can I cancel Virtual Landline and move my virtual number?
Customers need to be with us for 6 months prior to being able to port their number. 0207 and 0208 numbers are not portable.
Above rules do not apply if a customer already owns the number, in other words, it has been ported to us.
Please, refer to our porting policy in Terms & Conditions