Phone

1. Who supports Broadband Phone?

Support for Broadband Phone is provided by our support staff, if there's a serious problem then we'll report it to Gradwell.

Please don't contact Gradwell directly as they won't be able to help you.

If you can't find what you're looking for on our support pages, give us a call or use the Help Assistant to raise a support ticket.

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2. Where can I change my Broadband Phone account settings?

The Broadband Phone Control Panel will let you view and change your account settings.

Log in with your email address and use the password provided in the welcome mail you were sent after signing up.

If you need help, check our guide on Using the Broadband Phone Control Panel.

If you've lost your login details or you never received them, use the Help Assistant to let us know and we'll be able to help.

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3. Which peering partners can I call on this platform?

Broadband Phone is peered through X-Connect, which means you can call users of the following services for free. All you need to do is add the corresponding prefix to the start of the number when dialling.

VoIP Provider	Prefix
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	**777
VoIPfone	**867
VoIP Talk	**878

If someone wants to call you from another network, our prefix is **472. No prefix is needed for calls between you and Gradwell customers.

Calls to friends using Gradwell or any of the services listed above will not be shown on your itemised bill.

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4. How much does it cost to call other Broadband Phone users?

It doesn't cost anything, and you can use their landline number or SIP extension.

As with peering partner calls, you'll not see calls to Broadband Phone users on your itemised bill.

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5. How do I top-up my call credit?

To top-up credit on your account, please call our Support Team.

You'll need to make the payment with a credit or debit card (we can't take one off payments via Direct Debit) and you can request top-ups of £5, £10, £15 or £20.

Please note: Your credit will be applied within 12 working hours.

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6. Are Directory Enquiry services available on Broadband Phone?

Yes, you can call any 118 service that's available on a normal BT Landline.

If you'd prefer not to make a call you can use The Phone Book online.

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7. What's Fring?

Fring lets you use Broadband Phone with your mobile phone.

To get the Fring mobile software go to Account overview in the Broadband Phone Control Panel.

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8. What happens if I don't use my Broadband Phone account?

If you're a Broadband Phone PAYG Customer:

You'll need to use Broadband Phone for at least 2 minutes each month; otherwise your landline number will be removed and given to someone else.

If you use any other type of Broadband Phone account:

Nothing.

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9. How do I add my number to the National Telephone Directory?

Gradwell will do this for a one off fee of £10. If you'd like to do this, use the following Help Assistant path to make your request:

Technical Support > Phone Calls > Broadband Phone (VoIP) > I want to add my Broadband Phone number to the National Telephone Directory

Make sure a credit or debit card is listed on your account as we can't take one off payments via Direct Debit.

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10. Where can I get a Clear Print copy of my bill?

We'll create these if you need them. Use the Help Assistant to raise the request to our support team.

Technical Support > Phone Calls > Broadband Phone (VoIP) > Billing & Accounts > I have special requirements and need a Clearprint copy of my Broadband Phone bill

Alternatively the RNIB may be able to provide more help with this.

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11. Can I call emergency services with Broadband Phone?

Yes, you can call 999 & 112.

Like any emergency call, the operator may need to pull up your address and contact information. This means it's important to keep your Emergency Address Details up-to-date in the Broadband Phone Control Panel.

Your broadband address will be used as standard. If you move house, make sure you update the emergency address as this will not happen automatically.

Check our guide on Using the Broadband Phone Control Panel for more information.

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12. Can I change my outbound number?

Yes - as long as you can prove you're the owner of the number you're wanting to use.

You can use any landline or 08 number and all we'll need to see is a scan of your latest bill, confirming your address and that you own the number.

It'll cost £5 to add a number to your account, and you can use the Broadband Phone Control Panel to switch between them whenever you like.

If you'd like to do this, raise a request via the Help Assistant.

Technical Support > Phone Calls > Broadband Phone (VoIP) > I'd like to change my outbound number on Broadband Phone

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13. Can you send me a text copy of my voicemail messages?

We don't offer this at present, but there are a number of third parties that offer this service. We recommend Spinvox which you can try out on a free trial for a week. When you've registered for the Spinvox service they'll provide you with a number to redirect your calls to. Use the Broadband Phone Control Panel to set up a call divert to this number and any voicemails you receive will be sent directly to your mobile as a text message.

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14. Where can I see the Terms & Conditions for Broadband Phone?

Click the following link - Broadband Phone Terms & Conditions.

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This page last updated: 13^th April 2012