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 rolling basis, no contract is needed to subscribe. There is no obligation on you beyond 30 days notice period if you wish to cancel.
Multi User Contract Duration
Please refer to the documents that you were provided with via email.
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 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.
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.
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 (£9.95 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.
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.
Buzz Networks is not responsible for any broadband charges nor 3G/4G mobile data costs incurred while using Virtual Landline app.
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.
Please NOTE: Buzz Networks does not allow 0207 and 0208 numbers to be ported. Any number with either of these prefixes remains the property of Buzz Networks and it is not portable of transferable (unless ported into us by you in the first instance)
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. Buzz Networks does not allow 0207 and 0208 numbers to be ported. Any number with either of these prefixes remains the property of Buzz Networks and it is not portable of transferable (unless ported into us by you in the first instance).
Fair Usage Policy
Applicable to Basic (£5.95 monthly service), UK Unlimited (£7.95 monthly service) and Virtual Landline Office (£9.95 monthly service)
The Fair Usage Policy applied to the Basic, UK Unlimited and Virtual Landline Office products is designed so that users who carry out 'normal' inbound/outbound calling activity (based upon our average statistical analysis) will not be charged for any UK national or mobile minutes for either outbound or diverted inbound minutes to standard UK landline and mobile numbers.
For guidance, customers regularly making more than 40 calls per day to UK numbers are not classed as 'normal users' and hence will invoke our Fair Usage Policy. To be specific, we apply a national credit to the account equivalent to either unlimited(Basic and UK Unlimited) or 3,600 minutes(Virtual Landline Office) UK 01/02/03 landline calls or 1,000 UK mobile minutes (Vodafone, O2, EE and Three) or any combination of both. If you exceed this you will charged at our standard rate which can be found on our tariffs page. At all times the decision of Buzz Networks Ltd is final.
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.
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.
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.
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.