Products & Services FAQs

Can I use my existing handsets for IP Telephony?

You could use your existing analogue handset through an ATA, but we will have to test it for full functionality. Digital phones cannot be used, so these would need to be replaced.

Can you supply DECT IP handsets?

Yes. We can supply Dect IP single and twin handsets.

Can I use my existing router?

We would always advise to use our routers as they are preconfigured and carry all the necessary settings to use voice over the internet and are future proof. We can determine the suitability of your router before we go ahead with the system install and so advise you the best course of action to take.

How do I switch to Yoozoom broadband?

You will have to get a MAC (Migration Access Code) from your current provider. MAC enables broadband to be switched over without any downtime. Please contact your existing provider to make them aware that you are migrating to Yoozoom broadband and do not want your ADSL service ceased (cancelled) until the migration has been completed.

Will there be any downtime on the broadband migration?

Technically yes. The only downtime will be the time taken to connect the router provider by Yoozoom to the broadband line. You will come to know about the switch over when you are not able to connect to your broadband using your existing router.

How do I check my new broadband speed?

If you could let us know your post code or existing ADSL line number, then we can check speed check for you. Speed check using the ADSL line will be more accurate compared to checking through post code?

Will I be able to get better speeds compared to my current provider?

Broadband speed depends on many factors like exchange capability, distance of line from the exchange, quality of the copper, equipments connected to the line etc.We are contracted with all Tier 1 providers which means that Yoozoom may be able to offer broadband with better speeds.

What’s the lead time for activating/broadband service?

It will take about 7-10 working days. In case of LLU service, the lead time may be longer. After the order is placed, we will be updating you with the broadband activation/migration date.

If I’m ordering a new line and broadband, can both be activated at the same time?

Yes. We can do simultaneous provision (line and broadband getting installed and activated at same time).

What does my monthly download usage include?

Your download usage is measured against what you download from the Internet. It is important to note that this is not just storing a file or a document from a website. Downloading can also cover activities such as, watching videos on websites and listening to radio stations over the Internet. The list below is a guide to activity that is classed as a download and will be counted towards your usage allowance.

• General Internet browsing
• Receiving and reading e-mails
• Downloading files
• Listening to Online radio stations
• Online Gaming
• Watching videos and TV programmes on sites such as YouTube or BBC's iPlayer .

Please note that anything you upload does not affect your monthly download usage allowance.

Who tells my supplier, I am moving to Yoozoom and do I need to do anything?

You do not need to do anything, we will arrange the entire changeover from your current supplier to Yoozoom and the exciting bit is that the only difference you will see is Yoozoom4business at the top of the page on your bill and a cheaper amount.

Where will my bills come from, how will this look?

Yoozoom has its own billing platform and we will provide you with monthly bills via electronic e-mail.

Your bill will be shown as the reduction of 20% for calls on the level you have committed, and then thereafter this will be calculated as pence per minute based on your existing tariff.

Will I have to pay for the switchover?

There is no cost for the switchover providing the numbers are of Openreach origin. If your numbers are with any other provider or with a cable provider then standard installation charges will apply.

My lines are not with BT

No problem, as long as your existing supplier is a BT Wholesale provider, we can still offer ‘CPS’ (Calls) without having to bring your lines over (excludes Virgin, cable etc)

Will there be any loss of business transferring over?

No, your telephone service will change without any interruption.

Will I have to pay any reconciliation charges from my current provider?

That will depend on the type of contract you have entered into. Your existing supplier will provide you with the full details and can send you a final bill. We can work with you to understand whether or not there will be any charges, but it is your responsibility to confirm with your current supplier before you choose our services.

What do I do if I need to cancel, what is the notice period?

If you want to cancel/cease the service, then notify us in writing a minimum of 30 days before you contract term is ended or if you are no longer in contract, a minimum of 30 days before the date you wish to leave us. We will then send you a final bill.

What happens if I don’t pay my bills?

Late payment charge will be applicable and Yoozoom reserves the right to suspend the line. Reconnection will incur a reconnection charge.

What if I already have a phone system and am transferring my call and lines to Yoozoom?

The transfer does not affect your phone system. However in some instances your phone system will be configured with prefix code from the previous supplier. In this case the phone system will have to be programmed to remove the prefix code, otherwise you will be still billed by your existing provider.

Is there any connection fee/set up charge for call?

No connection fee or set up charge. Per second billing. You pay for exactly what you use.