FAQ's

Below are a list of the most commonly asked customer questions
and guidance on each topic.

For more help or support please call 0207 643 5900

 

Voice

Your first invoice will include charges for part of the month when your Line transferred to Broadgate as well as the current month and your advance charge. From then on you will just receive the charge for the advance line rental.
Rather than offer call bundle packages filled with small print and unexpected charges, we offer low and transparent pence per minute rates to our customers.
Toll Fraud (also known as dial-through fraud) is becoming increasingly common in the UK. It occurs when someone “hacks” into your telephone system, ISDN, analogue lines, SIP lines, or Network with the specific intention of running up very large bills. This goes completely undetected and the only time you will know about it is when you receive your next phone bill. Many people may have heard of Toll Fraud but mistakenly believe that it does not happen in the UK. In fact the UK is one of the top 5 countries in the world where toll fraud occurs and 40% of companies have been hit at some point. It is believed that Toll Fraud actually costs UK businesses £1.3 to £1.5 billion per annum and this figure is set to rise more and more. No company or organisation is immune; high profile victims include the Department of Homeland Security and Scotland Yard. Professional criminals set up powerful auto diallers to randomly search for telephone system passwords or public IP addresses which when hacked allow access into the voicemail boxes, lines or SIP Trunks which then dial out repeatedly on your lines to a premium number, or pre sold expensive destinations which over the course of a weekend, overnight, or Bank Holiday can run up tens of thousands of pounds of calls on your account which you will, by law, be liable for. Please take note of the below points: 1) Change all your passwords regularly and make sure they are not default passwords. This includes Network, Systems, Routers, Modems, and Computers. 2) Ensure that every mailbox on your voicemail system has a secure password, not a default one. 3) Disable all Conference facilities if you don’t use this function, or regularly change the access code. 4) Be aware that SIP trunks are particularly susceptible via the public IP addresses attached to the Telephone System or your Computer network. 5) Be aware that you are responsible for the security of your lines, your telephone systems and your Computer network and for any calls charged to your account as a result of hacking. 6) Bank holidays and weekends are a favourite time for Hackers to try and access your systems. Broadgate has taken steps to protect our clients from what has become a significant risk. Our Lines and Hosted Solutions are now available with a fraud protection service called SafeGuard that could potentially save your business thousands of pounds. Specifically we can: Automatically cut off any phone number with usage of over £500.* If your phone number spends more than £500 in 24 hours on traffic which is not UK geographic or UK mobile we will cut it off automatically (we can easily turn it on again). Guarantee the charge limit on any breaches*. If the 24 hour threshold is breached, you will not be liable for usage above £500. Automated notification of any cut-off *. In the event of any of your numbers being cut-off, we will send you an email to notify you that a block has been applied. We can then remove the block, if required. The monthly cost of this service is just 99p per analogue telephone number, £1.99 per ISDN2 telephone number and £9.99 per ISDN30 telephone number. Should you have any further questions about this service or would like to opt out, please contact the Customer Relations team. *please see our Fraud Protection terms and conditions for further details.
If you have an issue with your service please contact our support team on 0207 643 5900. Fault reporting is available 24/7.
Openreach aim to have your fault fixed within 2 working days with the standard Care Level 2 option on lines. This lead time is subject to change due to engineering availability in the area and the complexity of the fault. If your fault is associated with a major service outage in your area then lead times may be drastically extended depending on the work required to fix the issue. In these cases associated Care Level lead times will not apply. If you are concerned about the lead times associated with your business lines then we can offer you enhanced Care Level options: Care Level 3 – repair by End of Next Half Working Day (Inc Bank Holidays) Mon-Sun. Care Level 4 provides a target 6 hour fix; this is the actual repair time and not response time, so essentially the lines can be up and running within 6 hours. This is applicable 24 hours a day, 7 days a week and includes all bank and public holidays. This is particularly good for companies that rely heavily on their phones or those that require out of office response times. Please speak to your Account Manager to discuss the pricing on our enhanced options.
If you require a divert, please let our support team know as soon as possible on 0207 643 5900. A charge of £5 will be applied for all diverts and is charge that is levied by BT Openreach. In some instances it will not be possible to divert your lines during the same day so please be aware of this when organising any business arrangements around a remote divert.
There is a lead time associated with all diverts which is anything up to 2 hours. Most diverts do go live within 40 minutes.
1571 is a single analogue BT messaging service. If this is something that you would like applied to your line please contact your Account Manager who will be able to confirm pricing. The lead time for this order is 1 working day. If you would like a more enhanced voicemail which allows you to personalise your mailbox greeting then BT Call Minder would be more appropriate. This service is for single analogue lines only.
If you are moving premises within the same exchange area you should be able to retain your current number. If you are moving outside your existing exchange you can still retain your number using our Inbound product. Please contact your Account Manager to discuss your options.
Lead times for new lines depend on the line type and also the engineering availability in your area. We won’t have an exact lead time for your install until we place the order. Lead times are also subject to change due to additional work that is sometimes required. These are the guidelines for new line installations:
Analogue lines – 10 to 14 working days
ISDN2 Circuits – 2 to 4 weeks
ISDN30 Circuits – 6 to 8 weeks
Please note that these are guidelines only and vary according to area and availability.
Broadgate can supply, install and maintain a telephone system to suit your businesses needs. Call 0207 643 5900 to find out more about what systems we install and maintain.
Broadgate offer bespoke contract terms to suit your businesses needs. Please contact your Account Manager or our Customer Relations department to discuss your contract terms.
Inbound is a telephony service for both geographic and non-geographic numbers that provides online access to a full range of call routing, monitoring and managing tools to empower any business with the perfect customer service.
Available as Contact Point, Contact Path and Contact Pro, Broadgate Telecom’s Inbound services need no capital outlay, can be set up on the network in minutes for maximum operational flexibility, and are incredibly easy to use.
The benefits of Inbound
Can be used with any number, anywhere, from any device – available on both geographic (01/02) and non-geographic (08/03) numbers and accessed through a secure user friendly website that can be accessed from any device
Easy to use – the entire service is designed to be jargon free, intuitive, and enables users to become very productive, very quickly
Immediate to set up – everything’s online and directly feeds into the network giving the ability to instantly create or make changes to call plans, announcements and other features
No capital outlay – no set up costs means that it can be funded out of operational spend, enabling quick decision making and implementation
Visit our Inbound Solutions page to find out more about how this could benefit your business.
You should have received a Welcome Letter detailing the name and contact details of your Account Manager and these details are also included on your monthly invoice. Please contact our Customer Relations department who can confirm these details.
We pride ourselves on our customer experience so if an issue arises, we would like to hear from you. Our Customer Relations team are on hand to take your call.

 

Mobile

Go into Settings and look for Email accounts. Select add new and choose the option that best suits your Email set up (whether it is work, personal or both).
If it’s a Work account, you will need to obtain the set up information from your IT department to complete or pass to them for completion.
If it’s a Personal account, then enter your credentials when prompted and follow the set up procedure – you may need to speak to your ISP for additional information.
Turn off any WIFI connection and see if you can open web pages on your device over the Mobile network (3G or 4G) – if you can open a site then the problem will be with your email set up so please check your user settings with your IT company or your ISP.
In the first instance please restart the device – where possible remove the battery for a couple of minutes and then replace before restarting.
On iPhone devices, go into the Settings and switch on Airplane Mode for a few seconds and then switch Airplane Mode off again. If this doesn’t work then go into Settings, General, scroll down to Reset and select Reset Network Settings only.
If neither of these works then try the SIM card in another handset where possible – if you then have signal it is most likely to be the handset that is at fault. Please contact us to discuss the warranty options.
If you have received a replacement SIM card for an existing number, then please contact us and quote the Mobile number and SIM card number you have received and we will activate it for you – this can take up to 24 hours but in most cases is a lot sooner.
If you have received a new SIM card with a new number, then generally we will have already dealt with the activation process and you may find it is already active when inserted into the handset.
Please note in either instance if you have placed the new SIM card in your device and it shows ‘No Service’ then please switch the handset Off and On again at regular intervals until service has resumed.
Please notify us a couple of days prior to travelling so we can lift any restrictions that may be in place. If you do not let us know and are already outside of the UK we can request that any restrictions are lifted but cannot guarantee the changes are completed as you will by that stage be on the foreign network.
http://www.geeksquad.co.uk/articles/series/apn-mobile-network-settings-learning-series
Unless otherwise stated, all handsets with the exception of iPhones are supplied with a 24 month warranty with a next working day exchange for faults as a result of a manufacturers defect. Please contact your Broadgate Mobile Account Manager for assistance.
iPhones are supplied with the standard 12 month Apple Warranty and any faults or servicing needs during this time are directed to your nearest Apple Store, who will be able to diagnose and rectify or advise on a suitable resolution.
You should have received a Welcome Letter detailing the name and contact details of your Account Manager and these details are also included on your monthly invoice. Please contact our Customer Relations department who can confirm these details.
We pride ourselves on our customer experience so if an issue arises, we would like to hear from you. Our Customer Relations team are on hand to take your call.

 

IT

You should have received a Welcome Letter detailing the name and contact details of your Account Manager and these details are also included on your monthly invoice. Please contact our Customer Relations department who can confirm these details.
We pride ourselves on our customer experience so if an issue arises, we would like to hear from you. Our Customer Relations team are on hand to take your call.

 

Data

Fibre to the cabinet (FTTC) is the latest and fastest broadband solution for businesses. FTTC is being rolled out all over the country but whereas for ordinary “ADSL” broadband it was sufficient to know if your local exchange had been provisioned, with FTTC the cabinet that your line directly connects to also has to be fibre enabled. The easiest way to find out what is available to you now, or when you might be able to use this service is to contact us.
The lead times for a broadband installation can vary depending on the product and the solution you require. The normal installation time for a standard broadband connection is seven to ten working days however a fast-track service is sometimes available. Please contact your Account Manager for further details.
Customers must note that they must take responsibility for their own internal networks, servers and Static IP configurations.
Using a Broadgate Supplied Router:
We can supply you with a preconfigured router which will be preconfigured with your login details.
Using an alternative Router:
If you have purchased your own router, please follow the manufacturer’s instructions referring to the Account Details and Setup Information sheet included with the Welcome Letter we will send you.
Please Note:
If you choose not to receive our preconfigured router and need help in configuring your existing router, we would be happy to provide this service at our discounted rate. Please contact your Account Manager for further details.
You should have received a Welcome Letter detailing the name and contact details of your Account Manager and these details are also included on your monthly invoice. Please contact our Customer Relations department who can confirm these details.
We pride ourselves on our customer experience so if an issue arises, we would like to hear from you. Our Customer Relations team are on hand to take your call.

 

Our Clients