Here are the answers to some frquently asked questions

When you choose Virtual Landline Office, you get the choice of a new national or local business phone number. If you'd like to keep your existing number, that's fine and we'll get that sorted through the process of getting your new Virtual Landline Office service online.

Yes, we do! Click here to arrange a one-on-one with a member of our team and we'll go through all the key feature of Virtual Landline Office.

Once you have agreed to the quote and provided you bank details we will be able to set your new account up. Then we’ll provide you with an onboarding handover session to go through how the system has been set up and show you how to make any changes and manage the system. You will then receive a 14 day testing/cooling off period to make sure that the new phone system has everything you need and works as expected.

Both our Virtual Landline Office Complete and Virtual Landline Office Contact Centre plans included bundled minutes. If you’d like to increase the number of minutes within your bundles, please call 0203 488 0088 or email [email protected]

For every user you will receive unlimited UK Landline calls (01, 02, 03 codes) and 1000 minutes of UK Mobile calls (07). If you need more mobile minutes, you are able to add another user to receive another 1000 mobile minutes.

All our contracts are just 12 months long, giving you more flexibility while pushing us to impress you with the quality of Virtual Landline Office so that we can keep your confidence for much longer than just a year.

After the initial 12-month term the service will continue on a 30 day rolling term.

We regularly get our customers live with their services within a few days, but it could longer with more complex set ups.

Normally expect 1 – 3 days, usually about a days turnaround depending on how busy a person you are and your availability to go through some easy set up questions and attend remote onboarding session to handover the configured system.

The phone networks is clustered over 3 data centres across the UK, with any 1 of the data centres able to carry the full load of our customer calls. There is also a 4^th data centre located in the Netherlands as a failover should anything happen to the entire UK internet service

If you’re having issues with your Virtual Landline Office plan, or would like to cancel your service, feel free to call 0203 488 0088 or email [email protected]

If you fall out of love with us at any time you would be able to take your number and move to an alternative network. You would be able to settle your remaining contract period and call it quits if you decide to leave us early. Should we not be living up to our end of the deal for system reliability or call quality from our side then we would not be likely to hold you to your contract term if we are not providing the service, however this would probably be very unlikely due to how the system is set up.

Just like your typical mobile phone bills, we'll send you a monthly invoice which we'd recommend paying by direct debit. Other options are available, which we'd be happy to discuss with you if you call 0203 488 0088.

One of the great features of Virtual Landline Office is that it works across your team’s laptops, mobiles and tablets. But, if your employees need a physical handset, we can make it happen! Just call 0203 488 0088 or email [email protected]

Many other networks will look to rent you a handset from £3 - £5 per month for the lifetime of your service, however, should you wish to have a physical handset with the service we would rather recommend you purchase the handset out right to save you money, with our recommended handset starting at just £58.00 ex VAT. Should you already own a handset check with us as you should hopefully be able to re-use existing handset on our network.

Because VLO is internet-based, faults are very rare. We’d recommend checking your internet connection first before calling out technical support on 0203 488 0088 to get to the bottom of your issue.

Just like your typical mobile phone bills, we’ll send you a monthly invoice at the start of the month which will then be collected by direct debit in the middle of the month. Alternatively you may select to pay annually for your service up front and top up the account should you need to make international or premium rate calls.

Yes! Our phone lines are below:

Support:
0203 488 0088
- Open between 9am and 5:30pm Mon-Fri
- Open between 10am and 4pm Sat

As Virtual Landline Office is an internet-based calling service, you will need an internet connection to make or receive calls.
As the phone system is cloud based, should you lose your internet connection you would be able to work of mobile apps using 5G, 4G and 3G data connection or change locations to use an alternative internet connection i.e. home office, customers site or any alternative desk space.

VoIP, short for ‘Voice over Internet Protocol’, is a technology that allows businesses to make calls via their internet connection instead of a dedicated phone line.

As well as a range of great features that aren’t possible on traditional landlines, VoIP services will be essential after December 2025, which is when Openreach plans to deactivate the PSTN network, which has served as the UK’s ‘landline’ network for nearly a century. This will make internet-based calling solutions, like VoIP the best way to keep phone lines ringing into 2026.

VoIP phone systems convert phone calls into data packets and transmit them over the internet instead of traditional landlines or mobile networks, taking the analogue audio signals from your voice and converting them into digital signals, for a more flexible and cost-effective solution for businesses looking for a reliable phone system.

Both our Virtual Landline Office Complete and Virtual Landline Office Contact Centre plans included bundled minutes. If you’d like to explore higher-minute bundles or per-minute pricing for Virtual Landline Office Lite, please call 0203 488 0088 or email [email protected]

We’d recommend having at least 1Mbps dedicated for every 10 phone lines your office uses.

Making a VoIP call is just like making a call on your mobile, using our Virtual Landline Office app. It’s also very similar to using Microsoft Teams from a Desktop or Laptop. If you’re curious, you can book a demo here.

Other than your internet connection and a computer or smartphone, that’s it! Depending on the quality of your office Wi-Fi connection, you may want to invest in a higher-quality router or purchase headsets for your team for a better calling experience. We can recommend some great headsets if you call 0203 488 0088.

We currently do not provide the facility to use your own branding on Virtual Landline Office products.

If your computer isn’t switched on, that device won’t be able to receive the call. But, if you’ve installed the Virtual Landline Office app on your smartphone, calls will come through to your phone as normal.

Anyone with the ability to call a traditional phone number. But if there are numbers you don’t want team members to call, such as premium rate numbers, you can set up call barring from within the Virtual Landline Office app.

Anyone with the ability to call a traditional phone number. But if there’s anyone you don’t want to call you, you can set up call blocking from within the Virtual Landline Office app.

Yes, you can! All you need to do is install the Virtual Landline Office app on your phone, tablet or laptop.

If you are using mobile app, desktop app or physical VoIP phone you will clearly be able to identify if a call is come from the phone system. If you are forwarding calls to a mobile phone number or landline number outside the system you can have the call announced with a call whisper to identify the that you are about to take a business call and push 1 to accept the call.

Yes, you can! You'll get to choose between a national, local or freephone number. Obviously, if the number is already being used by another business, you won't be able to take it, but any other number is up for grabs!

One of the goals we had when creating Virtual Landline Office was to give our customers as much control over their services as possible. So, there's a wide range of customisation options available through the Virtual Landline Office User and Management Portal which is accessible from your PC or Mac. If you'd like us to walk you through all the customisations available, book a demo by clicking here

If you have an existing VoIP phone you should hopefully be able to re-use this on our network if the handset is not locked to your previous provider and as long the handset is able to be logged into for re-configuration. You are able to do this yourself or our technical engineers can also support you with remote assistance if required. 

If you bring your own handset which you require our support to program, a charge will be applied:

• 1 handset program - £15

If you require additional technical assistance beyond the normal scope of service a charge will be applied: 

• Technician hourly rate - £150 

Some landline phone numbers can be used within the WhatsApp business messaging service.
While this is more closely related to your WhatsApp business account, their service terms and WhatsApp configuration, please talk to us if you would like to attempt to do this and we will look to assist you in this process with suitable number selection.

Yes you can. If you choose Virtual Landline Office Contact Centre, integrations with over 400 platforms, including all popular CRMs, are included. Integrations can also be added as an optional extra to the Virtual Landline Office Complete plan.

We want to make sure your team is always contactable and have put multiple redundancies in place to ensure the least possible downtime for our customers. We can’t guarantee 100% uptime, as we don’t know what may happen in the future that is outside of our control. But rest assured we will do everything we can to ensure we keep within our SLA guarantees so that your team can always be reached.

Yes. All incoming and outgoing calls using the SIM card in your mobile phone will still come through as normal.

An account can have multiple numbers and users can be on 1 or all those numbers if needed. The user can also switch between what outbound caller ID they will use through the online portal. At present there is no way to change outbound caller ID through the app or choose what number to make an outbound call from. 1 device cannot have multiple users logged into it.

One of the goals we had when creating Virtual Landline Office was to give our customers as much control over their services as possible. So, there’s a wide range of customisation options available through the Virtual Landline Office User and Management Portal which is accessible from your PC or Mac. If you’d like us to walk you through all the customisations available, book a demo by clicking here.

You can record audio and video calls across our Virtual Landline Office Complete and Virtual Landline Office Contact Centre plans. If you choose Virtual Landline Office Contact Centre, you also have the ability to produce PCI-compliant call recordings, which ensures customers’ sensitive information isn’t recorded - ideal for teams that make sales over the phone.

We have text to speech built into our product so you can simply type the message that you want callers to hear on the menu or your voicemail and then select one of the AI voices of your preference.

If that’s what you’d like to happen, of course! You can set up group calls and hunt groups within the Virtual Landline office app.

Yes, you can. Just be aware that if you use your phone to make calls, your carrier may charge additional fees for using the internet outside of the UK. Connecting to Wi-Fi would be the most cost-effective solution, or you could potentially purchase an international data bundle from your carrier.

You can make international calls on all Virtual Office Landline plans. You can view the costs for calling different countries in your contract, or by clicking here.

As Virtual Landline Office is an internet-based calling service, you will need an internet connection to make or receive calls. Connecting to Wi-Fi would be the most cost-effective solution, or you could purchase additional data from your carrier.

Yes, you can! Microsoft Teams integration is an optional extra to all Virtual Landline Office plans, which will enable you to access all your MS Teams functionality directly within the Virtual Landline Office app.

No, the account will have as many channels as it does users. Meaning if a 4 users account is on 4 calls a 5th won’t work. The 5^th inbound call will either be in a call queue or go to voicemail.

Yep. On both Virtual Landline Office Complete and Virtual Landline Office Contact Centre plans, the ability to set ‘Day’ and ‘Night’ modes (where different Music on Hold recordings can play and you can let callers know when you’re open again) is included. It’s also an optional extra for Virtual Landline Office Lite plans.

You’ll get to choose between a national, local or freephone number. Obviously, if the number is already being used by another business, you won’t be able to take it, but any other number is up for grabs!

All Virtual Landline Office plans include both group and one-to-one instant messaging between users.