It is important that you read the full list of Terms & Conditions and understand them.
There are, however, a few key points we need to emphasise:
Single User Contract Duration
Virtual Landline single user telephony service is provided on a monthly or yearly rolling basis, no contract is needed to subscribe. There is no obligation on you beyond 30 days notice period if you wish to cancel or downgrade.
Virtual Landline Office(multi-user) Contract Duration
Please refer to the documents that you were provided with via email.
Cancellation
Cancellation is effective at the end of the current billing period upon completion of the cancellation process through logging in to your account. Your number and access to your account will cease to be active at the end of the current monthly/yearly billing term. No refunds will be issued.
The same applies if you wish to cancel any additionally purchased features.
All account cancellations must be done from your Virtual Landline portal which can be accessed after logging on to the website. There are no exceptions to this, our Customer Services team will not be able to cancel your service over the telephone.
Non-payment
Any Virtual Landline accounts which payment fails and are not renewed within 3 months will be deemed as cancelled and the Virtual Landline number will removed and be made available for re-cycling.
International Calls
Inbound Calls - Inbound calls from certain international numbers are subject to charges. A list of the countries and cost per minute can be found here.
Why am I paying for international inbound calls?
In March 2021 Ofcom changed the regulations for calls originating from abroad, to require UK providers to charge no more than the equivalent rates charged by their international counterparties where those are higher than the UK regulated. If you would like to read more about this please visit Ofcom
Outbound Calls - Existing customers on our old Global Standard plan can find a full list of the destinations here.
Inclusive 400 minutes
Applicable to existing customers on our old Global Standard (£9.95 monthly service). * Please note this plan is not available to new customers.
Each month, subscribers will receive a credit for inclusive minutes equivalent to 400 minutes of calls to 01/02/03 UK numbers or standard rate UK 07 mobile numbers (Vodafone, O2, EE and Three) or calls to 'World' international destinations. Once the credit has been used, subscribers will need to add top-up credit to continue using the service. Calls to numbers outside these prefixes at any time will be deducted from the top-up credit. For details of these rates use the Rate Finder on the Plans page. Unused top-up credit will carry forward each month.
Inclusive 300 minutes
Applicable to Freephone (£11.95 monthly service)
Each month, subscribers will receive a credit for inclusive minutes equivalent to 300 terminated minutes at blended rate of 4.00p per minute delivered to either landline or mobile. Calls to numbers outside these prefixes at any time will be deducted from the top-up credit. Once the credit has been used, subscribers will need to add top-up to continue using the service. For details of these rates use the Rate Finder on the Plans page. Unused top-up credit will carry forward each month.
Free top-up credit
In the first month of service, Virtual Landline provides a once only free top-up credit of either £1(Starter Plan) or £5 inclusive of VAT to be used for calls other than inclusive minutes. This top-up welcome gift is non-refundable and could be used only with active Virtual Landline subscriptions.
Diverted Calls
Any call forwarded to a phone number other than a Virtual Landline number will be charged as an outbound call, therefore it will incur charges at the standard outbound rates, as per our tariffs. Please, use the Rate Finder to find out the rates for outbound calling in the UK and other international destinations.
Data Charges
Buzz Networks is not responsible for any broadband charges nor 3G/4G mobile data costs incurred while using Virtual Landline app.
Number Portability
Customers may port their numbers away from the Virtual Landline service at any time. Customers that have been with us less than 6 months a one off fee of £50+vat will be applicable should you wish to port away a number. It is your responsibility to ensure that you close your Virtual Landline account once porting is complete. Failure to close your account will result in ongoing charges that you will still be liable for.
Please, note, that porting is a complex manual process, that may take 2-4 weeks depending on the circumstances.
It is your responsibility to check if your current provider allows porting/number transferring prior to porting to Virtual Landline.
Memorable/Golden Numbers
If you choose to cancel your subscription or your subscription expires due to a failed payment, your number will be held for a period of 12 months for you. If the account is not reactivated or the number is not ported away within 12 months, the number will revert back to the property of Buzz Networks.
Calling Rates
Outbound calling and divert rates to UK and international destinations may vary from time to time without notice. It is your responsibility to regularly check our Plans page and inform yourself about the latest applicable prices by using the Rate Finder
Restrictions on the use of VOIP services
In some countries, there are restrictions on the use of VOIP services, such as Virtual Landline, and the software we provide, e.g. Virtual Landline app. It is your responsibility to ensure that you are legally allowed to use the software where you are located.
eSIM Replacement or Reactivation
If your phone is lost and the eSIM is still active on that device, a £5 (inclusive of VAT) fee applies for issuing a replacement eSIM to install on a new phone.
An eSIM reactivation fee of £5 (inclusive of VAT) applies if reactivated within 6 months. After 6 months, the phone number may be released and may no longer be recoverable.
Restrictions on the use of Third-Party PBX type systems
Virtual Landline Single User and Multiuser plans may not be used in conjunction with any third-party PBX type systems.
Emergency Services – Non‑UK Addresses
Where a Virtual Landline service is registered with a non‑UK address, access to UK emergency services via 999 or 112 will be blocked. This is due to limitations in accurately routing emergency calls without a UK address.
Customers registered outside the UK must ensure they have an alternative method to contact local emergency services. Virtual Landline accepts no responsibility for emergency call access where a non‑UK address is provided.
Emergency Services - Power Outages
Virtual Landline is a Voice over Internet Protocol (VoIP) service and depends on a continuous power supply and active broadband connection. In the event of a power failure or loss of internet connectivity, the Service, including access to emergency services via 999 or 112, will not function. Unlike traditional fixed-line services, VoIP does not operate during power outages unless you have your own suitable backup power solution for all required equipment.
By using the Service, you acknowledge that access to emergency services cannot be guaranteed in such circumstances and that you are responsible for maintaining an alternative means of making emergency calls at all times (for example, a charged mobile phone). We shall not be liable for any inability to contact emergency services arising from power, equipment, or connectivity failures, and you are strongly advised to maintain appropriate backup arrangements.
Using Virtual Landline App
The app is free for every customer subscribing to any of the relevant plans. The app cannot be used without a username and password, provided by us upon subscription. This is for security reasons. Please note, the app requires a good 3G/4G connection or reliable wi-fi to work, without stable broadband connection the app will not be usable.
Please note, you may download the app and attempt to use it. but without the necessary credentials, the app will not allow you to register.
Buying a Buzz Box or VOIP phone
Prices of these devices may vary, depending on the current market prices. If you have chosen to buy one of these items, you will be quoted the most recent price. The hardware will be pre-programmed with your chosen virtual number and delivered to the address provided.
Please note, pre-programming and arranging a delivery is a manual process and can take 3-5 days for delivery.
Merging accounts
If you already have an account you can easily add a second number to this account at any time by logging in, go to Plans and Invoices and click on Add a New Virtual Landline Plan. If however you have 2 separate accounts and wish to merge them into one account unfortunately this will require some admin from us and therefore a charge of £20+V.A.T is applicable.