Frequently Asked Questions

Browse our helpful topics of frequently asked questions.

Pricing & Billing

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How much does Apex cost?

You can find the costs for Apex on our pricing page. All plans include everything you need for your business, including an IP handset, support and maintenance, advanced call management with voicemail, auto-receptionist, call forwarding and many more features.

Is there an installation or set up fee?

If the installation requires a site visit, then there will be a small installation fee (location/time considered). If the handset is sent to your working address, no installation fee is applicable, just the delivery costs.

How many handsets can I purchase?

You can purchase as many handsets as you like. However, the number of concurrent calls you can make is dependent on internet speeds. An estimated allocation of 76kbps per phone call is set aside for voice calls.

How is payment made?

Payment is via direct debit and is taken on a monthly basis. Any one-off fees incurred will be applied to the first month’s invoice.

How do I view invoices?

Invoices are sent to you each month via email by our accounts team. If you require old invoices please get in contact with us.

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What call features are included?

The Apex phone system includes a range of free voice features, including voicemail, call transfer, call forward to mobile phones and maintenance. If you decide to opt for the Enterprise Package, you can take advantage of our more premium call features, including call recording, call conferencing and in-depth call statistics.

Can I just purchase the handsets?

Our telephone devices are included within the monthly subscription. In some cases, we will consider you purchasing the handset upfront with a reduced license fee. You will need to speak to a member of our sales team to confirm whether this is viable for your business.

What is the contract period?

Our contracts range from 12 to 60 months. The monthly fees displayed on our pricing page are based on a 36 month term.

What happens if I go over my allowance?

This is dependent on the call plan you select; more information can be provided by a member of our sales team. You can reach them on 0800 055 7272.

What happens if payment fails?

We will contact you via email and telephone to remind you that payment is outstanding. We may temporarily suspend your account should payment remain outstanding for a period of time.

Installation

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How long does it take to set up?

Overall the process takes between 2-4 weeks. This is dependent on ported numbers being accepted and engineer availability.

Can I use my existing broadband?

Yes, you can. We can also supply you with ADSL & Fibre broadband. Please call 0800 055 7272 and we will be happy to assist you with pricing and time scales of deployment.

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Do you send an engineer to site?

Yes. A site survey is arranged prior to installation to establish if any extra equipment or work is required. The engineer will then return to site to complete the installation of the VoIP phone system.

Can I retain my existing numbers?

Yes. When porting numbers, the process normally takes anything between 2-4 weeks. When assigning new numbers, the system can be set up within 3-5 working days based on you having the correct infrastructure in place (internet/cabling/network services etc).

Configuration

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How does your outbound call usage work?

Before the service starts, you will have the opportunity to choose between the price per minute plan or call bundle (more information on our pricing page). Once a plan is applied, the handset will be able to make UK and International calls. You will then be billed accordingly.

How do I set up call features?

This can be managed through our Apex telephony suite interface or by submitting a support ticket to support@telecom2.net.

Can I make changes offline?

Yes, you can do this by contacting our support team on 0207 058 1000. Alternatively, you can contact your account manager and they will be of assistance.

How do I add new extensions?

You can do this by informing your account manager that you want to add new handsets to your business.

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Can I make international calls?

Yes, though international calls are NOT included within our call bundles and are charged separately (PPM). It’s advisable to inform your account manager if you’re likely to generate international call traffic so they can provide the international rate list.

How does call recording work?

Call recording can be enabled from the first call, and both inbound and outbound calls are recorded. The customer calling needs to be informed the call is being recorded. Recordings are stored for 3 months via the Apex interface.

Can I use the handset applications?

Yes, both the mobile and PC application can be used alongside your HD handset. Meaning, if you’re working remotely, you will be contactable if the application is turned on and you’re connected to the internet.

How do I retrieve my voicemails?

You can access your voicemails by dialing a shortcode on the IP handset or alternatively, voicemails can be sent to your email address via WAV or MP3 file.

Technical Support

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What is a cloud-based system?

A cloud-based system is a phone system delivered over the internet. The main benefit of a cloud system is that it can greatly reduce business telephony costs and added flexibility.

What happens if the internet goes down?

Your main telephone number can be forwarded instantly to a mobile number of your choice. For making outbound calls, the mobile application enables you to make calls as if you were working from your physical handset, displaying either your DDI or main number when dialing out.

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How do I contact technical support?

Our technical support team can be contacted Monday to Friday 9am – 5.30pm on 0207 058 1202 or by email support@telecom2.net.

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219 Marsh Wall

London

E14 9FJ