Number questions
Q. My number(s) is/are not working?
A. Check that the terminating number is working and accepting calls i.e. the destination number - landline, mobile or International. If you still experience problems then please contact our customer service team.
Q. Where does my number(s) terminate to?
A. You can check this on our online management tool or speak to our customer service team.
Q. Can I reroute my number(s)?
A. Yes. You can reroute your number in real time using the online management tool. Just login and follow the console instructions. You can also Email Direct Numbers to reroute the number for you.
Q. Can I see the calls to my number?
A. Yes. You can view the inbound numbers on the online management tool. The 'Pulse' reporting feature provides a variety of different call reports for your number.
Q. I cannot access the online stats on my number(s)?
A. Check you are entering the corrent username and password as they are case sensitive. If you still experience problems logging in then please Email Direct Numbers to reset your password.
Q. Can I access the stats for my calls?
A. You can access your call stats for your number(s) using our online management tool.
Q. Can you call my number from abroad?
A. This is dependant on the number you have, for example, 0845, 0203 and 0330 numbers can all be called from most countries. Please check with our team before ordering your number.
Q. Can I get a list of my numbers?
A. You can download an 'allocated number' report which will list all the numbers set up on your account.
Q. Can I forward my number on from where it terminates to?
A. You can set up call forwarding on your own landline and mobile or you can use our call forwarding services to set up a simple or complex call forwarding routing plan. Check the available services on our site or speak with a member of the Direct Numbers team.
Q. Do I need to get a line installed to my business/house to set up a non-geographic number?
A. No. The beauty about our service is that our numbers just point to your existing service and sits on top of your number so you do not need to get any new hardware installed.
Q. How long does it take to set up a number?
A. We can set numbers and services up very quickly and this is also dependant on the complexity of the service you require. Our online management tool gives you total control over your number.
Q. Can I get a 0870 number?
A. OFCOM decided to take away any revenue share opportunities from the 0870 range back in 2008 and so most businesses have moved away from using this number and have moved to other ranges such as 0844 and 0871.
Q. Can you terminate a non-geographic number to a number abroad?
A. Yes. You can terminate our numbers to an International landline or mobile. Please check the call rates on our International rates download or speak with a member of our team.
Q. Does it cost more to call my number(s) from a mobile?
A. This is dependant on the number you have, for example, 0203, 0330 are normally included in your mobiles free calls package. However, most mobile networks charge extra to connect to a 08 or 09 number. These charges are always changing so it's best to check with your mobile service provider. Speak with a member of our team if you have any questions on this.
Q. Can I get a premium rate number?
A. 0871 numbers and 09XX numbers are classed as premium rate numbers. They are tightly regulated by Phone-paid Services Authority the premium rate regulator. To get these numbers connected you must pass our due diligence and comply with the code of practice set out in the PP+ website. Please speak with our sales staff to discuss your requirements.
Q. Do I need to get permission from Phone-paid Services Authority to have a 0871 number?
A. Certain services will require registration and permission from the premium rate regulator - Phone-paid Services Authority. Click on the following link for more information on this https://psauthority.org.uk/
Q. Can I terminate my number to a mobile?
A. Yes. All of our numbers can terminate to either a landline, mobile, International destination or to voicemail. The great thing about our service is you can route your number to your chosen destination by using our easy to use online management tool.
Invoice/Costs/Payments
Q. How much does my number(s) cost?
A. The cost of our numbers and services are detailed in the rate charts featured on the number pages. All costs and charges are also shown on the order form and contract.
Q. How much is the rental on my number(s)?
A. Rental charges vary depending on the type of number you have. All rental charges are shown on the rate charts, order form and contract.
Q. Do you charge a connection fee?
A. Yes. We charge a 'one off' connection fee on all our numbers. These charges are shown in the rate charts and order form section.
Q. Is my account up to date - any monies outstanding?
A. We invoice on a monthly basis so if you want to check if you have any invoices outstanding then please contact our customer service department on 0330 333 8755 or Email Direct Numbers
Q. When do I receive my invoice?
A. We invoice on a monthly basis for the previous month's traffic. A soft copy of your invoice will be emailed to you around the middle of the month.
Q. Can I get a copy of my invoice(s)?
A. Yes. If you contact our customer service team we will Email over a copy of your requested invoice.
Q. You have billed me too much?
A. If you think your invoice is incorrect then you can check your call charges on our online management tool or contact our customer service department on 0330 333 8755 or Email Direct Numbers
Q. How much does it cost to call my number(s)?
A. The cost to call your number(s) will vary depending on the type of number and how you are calling it i.e. from a mobile or a landline. The costs are set out in the details for each number. Mobile operators vary in their charges so we ask that you check this directly with your mobile network.
Q. How do I pay my invoice?
A. You can order and pay for numbers through our online payment page using Sage Pay. You can pay your monthly invoices by bank transfer, credit or debit card payment over the phone or by sending in a cheque.
Q. Can you explain my invoice charges?
A. Invoice charges will all be set out on your monthly bill. Charges will involve call charges, connection fees and monthly rentals. Should you need any help understanding your monthly bill then please speak with our customer service team.
Q. There is a mistake on my invoice?
A. If you have found a mistake on your invoice then please let us know by calling 0330 333 8755 or Email Direct Numbers
Q. When is my next payment due?
A. Payment is due 30 days after your last invoice date.
Q. How much does it cost to terminate my number to a mobile?
A. All charges to terminate calls to your mobile are detailed in the rate chart of each number section on our site.
Customer
Q. Can I change my contact details - address, contact number, Email, and company name?
A. If you need to change any details then please Email Direct Numbers confirming the new details.
Q. How much notice do I need to give to cancel?
A. You can terminate your account with a written 30 day notice.
Q. Do I get a service agreement or contract?
A. Yes. We will send you two copies of our contract. You will need to sign both and return one for our records. Our terms and conditions can be read online when you order a number.
Q. Do you have a disaster recovery strategy?
A. Yes. We work with tier 1 networks that have complex and robust networks. They have a number of back up disaster recovery plans in the event of any unforeseen problems.
Number services
Q. Can I get voicemail on my number?
A. Yes. You can set up a voicemail service on any of our numbers which is emailed to a designated Email address that you specify.
Q. Can I get a voice prompt on my number?
A. Yes. We have a variety of services which will allow you to set up your own bespoke voice prompts on your numbers. Please see our list of services on our site.
Q. Can I split calls up to terminate to different numbers?
A. Yes. You can send calls to different numbers and specify time of day routing on all our numbers.
Q. Can I record my calls?
A. We do offer call recording services in our bespoke packages so please contact our sales team to discuss your requirements on 0330 333 8755.
Q. Can I get an alert for voicemails?
A. You will receive a missed call alert and voicemails will be emailed to the address you have set it up on.
Q. Do I need to change my existing phone system?
A. No you will not need to change your existing phone system or purchase any additional hardware as our numbers and services sit on your existing number.
Q. How does your online call management tool work?
A. Our online management tool is an easy to use portal which allows you to control your own number(s) and services. It is easy to navigate around and use as you just follow the prompts. Our team would be happy to go through the online tool with you until you are happy using it.
Q. Can I use your service with my existing number from a different supplier?
A. If you already have a non-geographic number from a different supplier and want to use our services then it is normally possible to port in your number to our network or you can have your existing number routing through our platform. Please contact us to discuss this further.
Problems/Tech
Q. My number terminates to the wrong place?
A. If your number terminates to the wrong destination then you can change this via the online management tool or we can reroute the number for you. Please check that the destination number is the correct one.
Q. I have a complaint about the service?
A. We hope you like our service but we understand that sometimes things can go wrong. If you do have a complaint then please speak with a member of our team on 0330 333 8755 or Email Direct Numbers
Q. How do I cancel my service?
A. You can terminate your number and service with us at any time by giving us a 30 day written notice. Please see our contract for further information.
Q. I am getting through to the wrong number?
A. You can check the set up of your number on our online management tool. If this shows the wrong number then you can correct it directly online in real time.
Q. My customers get a dead tone when calling my number(s)?
A. Please check the set up of your number(s) and also the destination numbers that they terminate to. If you are still experiencing problems then please contact our team.
Q. We are getting an echo/disruption on the line?
A. If you experience any problems on the line like this we would need to investigate the problem with the network. You would need to check that the problem is not on your existing kit or service provider's network. For example, if you have a 0808 number terminating to your mobile, if the problem still exists when you dial your mobile directly then it's probably a fault which lies with your mobile network.
Q. The stats are not updating?
A. If you experience any problems with the online stats package then please let our team know.
Revenue share on 0844/0871 numbers
Q. Will I get any revenue share on my 0844 number(s)?
A. Yes if you terminate your 0844 (5 pence per minute) number to a UK landline then we'll pay you 1.5ppm at all times for your inbound calls.
Q. Will I get any revenue share on my 0871 number(s)?
A. Important - You must complete the necessary due diligence form before any 0871 number is connected. If you terminate your 0871 (10 pence per minute) number to a UK landline then we'll pay you 4ppm at all times for your inbound calls.
Q. Why do I need to complete a due diligence form before connecting a 0871 number?
A. 0871 numbers are regulated by Phone-paid Services Authority (premium rate regulator) and so we must comply with the code of practice which calls for the necessary due diligence to be carried out when connecting any 0871 numbers. Certain services call for registration with Phone-paid Services Authority. If you have any questions regarding this then please speak with our team or checkout the Phone-paid Services Authority website
Q. Who are Phone-paid Services Authority?
A. Phone-paid Services Authority regulates phone-paid services in the UK. These are the premium rate goods and services that you can buy by charging the cost to your phone bill and pre-pay account. Further information can be found on their site - https://psauthority.org.uk/
Q. How will you pay me my revenue?
A. We will require you to complete a self bill authorisation form which means we will send you out a monthly revenue share self bill detailing the revenue share owed to you. These are sent out once the network has confirmed the revenue traffic and we will pay all outstanding revenue to you by electronic bank transfer straight into your account.
Q. Do you send a self bill for my revenue share?
A. Yes we require that you complete a self bill authorisation form for our records and then we will send out monthly statements to you.
Q. You have not paid me enough revenue?
A. Please check your monthly self bill and if you believe we have made a mistake then please contact our customer services team on 0330 333 8755 or Email Direct Numbers