New Broadband Phone FAQ

1. What's changed?
2. What Features are available on the new platform?
3. Which peering partners can I call on this platform?
4. What do I need to do?
5. Can I keep my 0845 number?
6. What's happened to my existing credit?
7. Where can I change my Broadband Phone account settings?
8. How do I access the Broadband Phone control panel?
9. Who supports the new service?
10. How do I top-up my call credit?
11. What is Fring?
12. What happens if I don't use my Broadband Phone account?
13. I have a query about my Broadband Phone service. Where do I ask this question?
14. Where can I register my feedback on the Broadband Phone service?
15. What are the terms & conditions for the Broadband Phone service?

 

1. What's changed?

In partnership with UK based VoIP provider Gradwell we have developed a new Broadband Phone service. This has now replaced our previous Broadband Phone platform.

The service has been tested for nearly 6 months and we’re happy that the new platform provides a better all round experience with improved reliability and increased functionality compared to the original Broadband Phone platform.
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2. What features are available on the new platform?

• Access to new account administration pages at http://voip.plus.net/
• Emergency services access plus provisions for silent calls (999 calling)
• Attach a geographic (01/02) number to your account
• Customisable voicemail – record or upload your own message.
• SMS voicemail notification (7p per notification)
• Web-based phone directory
• Call divert – divert your calls to a geographic or mobile number after a specified number of rings
• Maximum spend per day – Limit the amount that can be spent on calls. This is especially useful as a parental control
• Increased peering reliability and access to a larger number of peering partners
• Compatible with Fring – Make Broadband Phone calls with your mobile phone

For more in-depth information about the new VoIP system, please see our dedicated Community Site forum.
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3. Which peering partners can I call on this platform?

Our peering service is provided by X-Connect. You can make free calls to users of the following peering partners:

VoIP Provider	Extension
AQL	**275
CallUK	**285
DeltaThree/IConnectthere	**333
FWD	**393
Gossiptel	**467
Global Village	**484
Iptel	**478
The Internet Phone Co	**847
Pipecall	**365
Sipphone.com	**747
Sipgate	**7744
VoIPfone	**867
VoIP Talk	**878

For friends using these peers who want to call you, our SIP prefix is **472 which we share with Gradwell.

Gradwell & Broadband Phone customers can call each other without this prefix.
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4. What do I need to do?

Your existing Broadband Phone details will continue to work. This access will be removed at a later date. We will confirm this date by email giving at least 30 days notice. We would however recommend that you start using the new connection settings as soon as is convenient for you to do so.

See our Getting Started guide for details of the new settings you'll need to use.
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5. Can I keep my 0845 number?

All Broadband Phone customers were contacted in April 2008 asking if they wished to retain their 0845 number.

The deadline for these requests was 23rd April 2008. If you have not requested retention of your 0845 number we are still able to attempt this on your behalf, however please note that technical limitations may prevent this from being successful.

If you requested to retain your number before the deadline you'll find that your number is linked to your Broadband Phone account. Your geographic number will also work in the same way. If you want to use your 0845 number as the number shown on outbound calls please raise a request via the Help Assistant.
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6. What's happened to my existing credit?

Any remaining call credit from your original Broadband Phone account has been transferred to the new platform.
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7. Where can I change my Broadband Phone account settings?

The Broadband Phone control panel can be found at http://voip.plus.net/

Login using your email address and the password provided on your Broadband Phone Welcome email.

For more information on the control panel see our guide to Using the Broadband Phone Control Panel.

If you have not received your new login details raise a support request via the Help Assistant.
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8. How do I access the Broadband Phone control panel?

Your existing account password will not allow you access to the Broadband Phone control panel.

When you register for the service you will be given a temporary password, you can change this to something more memorable once you have logged in.
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9. Who supports the new service?

Support for Broadband Phone is provided by PlusNet support staff.

Please do not contact Gradwell directly as they will be unable to provide assistance.

Product and setup information is provided on our Broadband Phone support pages. If you need further help please see our Broadband Phone support forum.
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10. How do I top-up my call credit?

To top-up credit on your account you will need to raise a ticket via the Help Assistant (Technical Support > Phone Calls > Broadband Phone > Broadband Phone Billing and Accounts > Top up your credit here). Payment will be taken from your registered card details (We cannot take payment for credit via Direct Debit).

Only Top-Up values of £5, £10, £15 or £20

Please note: we aim to apply extra credit to your account within 12 working hours of your request.
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11. What is Fring?

Fring allows you to make Broadband Phone calls with your mobile phone.

To obtain the free Fring mobile software please go to the ‘Account overview’ pages at http://voip.plus.net/.
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12. What happens if I don't use my Broadband Phone account?

If you use Broadband Phone PAYG you are subject to our claim back policy. If you do not make or receive a minimum of 2 minutes inbound or outbound calls per month your geographic number will be removed. You will not be able to request the previously assigned number.

Subscription based Broadband Phone accounts are not affected by the claim back policy.
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13. I have a query about my Broadband Phone service. Where do I ask this question?

You can raise a support request via the Help Assistant. If your question is not specific to your account you may find an answer on our Broadband Phone Forum. This is also a useful place to look for any known issues with the service.
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14. Where can I register my feedback on the Broadband Phone service?

We encourage you to provide feedback on your experiences with Broadband Phone, we’d like to know how you think the product should work. You can voice your thoughts on our Broadband Phone Forum.
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15. What are the terms & conditions for the New Broadband Phone service?

Terms and conditions for Broadband Phone can be found here.
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This page last updated: 13th May 2008