Landline only deals
 UK's Only Guaranteed Fixed Monthly Cost Telephone Only Deals for PensionersYou will NEVER pay any more other than your monthly line rental, Guaranteed Guaranteed fixed monthly telephone only deals - At Simple Telecoms we understand there are millions of pensioners struggling to pay their energy and telephone bills. The current ongoing energy crisis has caused over 150,000 elderly people to fall into poverty due to the increased cost of living, with 7.8 million are worried about heating their homes this winter, in a new study by ageUK and EFPC. With this in mind, we decided to try to find a way to help a bit. This has led us to developing a new ground-breaking 100% Guaranteed Fixed monthly cost telephone only service with the option to prepay for any calls that are not included in the call plan(s), this way you can be in total control over your call spend, which is always the variable cost each month. So, say goodbye to nasty bills each month, as you will only be paying the line rental. We call this new service Cloud Phone Saver. Affordable Phone Line Deals Only: Keep it Simple with a LandlineLooking for the best phone line deals only? At Simple Telecoms, we offer a range of landline only deals that are perfect for those who don't need a broadband connection or who are looking for the cheapest landline option. We understand that many people still rely on a landline for their communication needs, and that's why we offer some of the cheapest landline only deals on the market. How the Cloud Phone Saver Guaranteed fixed cost Telephone only deal worksCloud Phone Saver Social tariff - We will provide a new Guaranteed fixed monthly cost Digital Cloud telephone line, either with a new number or convert and move your current copper-based telephone number to a new digital line. To make a call you just dial in the same way as you would from an old copper-based line. If the call you are making is included in your call plan you will be played the time you have before the call will automatically disconnect, and then the call will connect. If the call is NOT included in your plan, you will get a message to tell you how much per minute the call will cost along with the time you have to make the call based on your current prepaid credit. This indicates that it’s a chargeable call and gives you time to hang up if you do not wish to make the call.   Pay as you go calls outside your plan - To check your current prepaid balance, you just dial 178 from the handset, and we will read back the amount of credit you have to make calls. If you would like to add more call credit to your account just dial 150 from your handset and this will take you through to a member of the team, who will then take a payment via your debit card and add the funds to your account. (During office hours only). However, call credit can be added by yourself, a friend, or a family member via our call credit voucher system. A call credit voucher can be added instantly to an account from any telephone 24/7. Vouchers can be pre-purchased in £10, £25, and £35 values, and available from our online shop or by calling our customer services (within office hours) Find Your Perfect Plan: Our Range of Cheapest Landline Only Deals for pensioners and retired peopleOur landline only deals are ideal for those who want to keep things simple and avoid paying for services they don't need.
With our Cloud Phone Saver plans, you can enjoy the peace of mind that comes with having a reliable landline connection without having to commit to a lengthy contract. Our deals are designed to be flexible, so you can choose the plan that works best for you. Switch to our landline only deals today and start enjoying reliable communication at an affordable price. With our commitment to customer satisfaction, we also provide phone only service for elderly people and pensioners, 30-day rolling contract telephone and broadband deals and phone plans specifically designed to accommodate the needs of people suffering from dementia. Calls to access Care Alarms and Pendant Services work without call credit or timer.*Free calls to your Care Alarm provider - Customers who are using a Care Alarm or pendant service just need to tell us the telephone number the alarm service calls when the alarm is triggered which you can get from your alarm service provider. This number will then be checked and verified and will then be included in your call plan and will work without call credit and timers. The Alarm telephone number must start with dialling codes 01 ,02 and 03. Should your provider use a 08 number this cannot be included and will require credit in order to place the call. You should also check with your service provider that their service works on digital lines, as not all personal care alarm services are compatible with a digital line.
Our service has been tested using SureSafe care alarm systems. Please contact our customer service team for more information, We urge you to please check before committing to taking a Cloud Phone Saver service, as moving back to a copper-based line may not be possible.  Battery Backup included in all Cloud Saver digital phone plans.With all Cloud Phone Saver telephone call plans a Battery Backup for your telephone router will be provided (if requested) This will keep the telephone router powered for about 1 hour in a power cut, which is OFCOM's recommendation. This will not however provide power to other devices like cordless phones or care alarms, meaning customers will need to provide their own battery backup arrangements for these devices. The battery will replace the existing power supply thereby providing improved efficiency and requiring no additional space. It also has built in 6KV surge suppression, so there's no requirement for a separate surge device either. Our cheapest Guaranteed fixed monthly price phone deals that give you more Guaranteed fixed monthly telephone line cost - Phone only deal for pensionersWe guarantee the same fixed monthly cost EVERY MONTH - Say goodbye to nasty phone bills each monthAll plans now include our FREE complimentary Call Screen Lite nuisance call blocker service.Cloud Phone Saver 1Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
UK standard mobiles 7 pence per minute*
Nuisance call blocker included Ψ
Includes caller display
Includes 1471 service
Includes 1571 voicemail Full access to 999 Services
Router battery backup included
30 day rolling contract 1 Guaranteed fixed monthly cost phone service £23.50 Telephone only service
A Broadband service cannot be added to this call plan Cloud Phone Saver 2Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Nuisance call blocker included Ψ
Includes caller display
Includes 1471 service
Includes 1571 voicemail Full access to 999 Services
Router battery backup included
30 day rolling contract 2 Guaranteed fixed monthly cost phone service £27.12 Telephone only service
£38.11 with phone + Fibre broadband ‡ Cloud Phone Saver 3Unlimited UK landline calls to
01, 02 & 03 numbers 24/7*
Unlimited calls to UK standard mobile phones**
Unlimited Landline calls over
30 countries included***†
Nuisance call blocker included Ψ
Includes caller display
Includes 1471 service
Includes 1571 voicemail Full access to 999 Services
Router battery backup included
30 day rolling contract 3 Guaranteed fixed monthly cost phone service £30.00 Telephone only service
£39.98 with phone + Fibre broadband ‡ The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024. Cloud Phone Saver - Fixed telephone only call package informationCloud Phone Saver 1 - Unlimited UK standard landline calls - 120 minutes per call * *After 120 continuous minutes to UK standard landlines (01, 02 and 03) the call will be automatically disconnected. You can hang up before the 120 minutes and redial to avoid the automatic disconnection from occurring. Included UK standard landline calls are subject to a Fair Usage Policy (FUP) and are to numbers starting 01, 02 and 03. Calls to UK standard mobiles cost 7p at all times, and are subject to having call credit on the account. UK standard mobile calls are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, Three and other providers in charge bands FM1, FM3, FM4, FM5 and FM6 at any time. Other mobile networks are charged at a different rate. Please note, this does not include calls to Lyca or Lebara mobiles or any virtual mobile network operator not based on the UK GSM cellular network. Calls to 999 emergency services are free and do not have a timeout. Other non-included calls will be charged at the advertised call rate and will be deducted from your prepaid call credit. Cloud Phone Saver 2 - Unlimited UK standard landlines and mobile calls - 120/60 minutes per call** *After 120 continuous minutes to UK standard landlines (01, 02 and 03) the call will be automatically disconnected. You can hang up before the 120 minutes and redial to avoid the automatic disconnection from occurring.
**After 60 continuous minutes to a included UK standard mobile the call will be automatically disconnected. You can hang up and redial to restart the timer.
** Included UK standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, 3-Three and other mobile operator services in bands FM1, FM3, FM4, FM5 and FM6 at any time. Please note this does not include calls to Virgin numbers, Lyca or Lebara mobiles or any virtual mobile network operator not based on the UK GSM cellular network. Other mobile networks are charged at a different rate. Calls to 999 emergency services are free and do not have a timeout. Other non-included calls will be charged at the advertised call rate and will be deducted from your prepaid call credit. Included calls are subject to a Fair Usage Policy (FUP). Cloud Phone Saver 3 - Unlimited UK standard landlines, mobile and International*** calls - 120/30 minutes per call** * After 120 continuous minutes to UK standard landlines (01, 02 and 03) the call will be automatically disconnected. You can hang up before the 120 minutes and redial to avoid the automatic disconnection from occurring.
** After 120 continuous minutes to a included UK standard mobile the call will be automatically disconnected. You can hang up and redial to restart the timer. ***† Included International landlines only, unless otherwise stated - Included countries - Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Canary Islands, Chile, Cyprus (Excl. North Cyprus), Czech Republic, Denmark, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Malta, Mexico, New Zealand, Norway, Netherlands, Poland, Portugal, Puerto Rico, Romania, Singapore, Sweden, Switzerland, Spain, USA (Excl premium), USA Freephone, USA Great Lakes and USA mobile phones. International call timeout is set to 30 minutes per call. After 30 continuous minutes, the call will be disconnected. You can hang up and redial to restart the timer. This call timeout cannot be increased or decreased. International included calls are subject to a Fair Usage Policy (FUP).
** Included UK standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, 3-Three and other mobile operator services in bands FM1, FM3, FM4, FM5 and FM6 at any time. Please note this does not include calls to Virgin numbers, Lyca or Lebara mobiles or any virtual mobile network operator not based on the UK GSM cellular network. Other mobile networks are charged at a different rate. Calls to 999 emergency services are free and do not have a timeout. Other non-included calls will be charged at the advertised call rate and will be deducted from your prepaid call credit. Included calls are subject to a Fair Usage Policy (FUP). Nuisance call blocker included Ψ Ψ Our Call Screen Lite Nuisance call blocker is a FREE complimentary service, and is an Opt in service so will not be added automatically.
Call plans with included Fiber Broadband service ‡ ‡ Call plan/s cost (at the time of first ordering) with a full broadband service is based on the service being available at your local exchange using the SoGEA FTTC Fibre network. If your local exchange is an FTTP only exchange, we will give you a cost for this service instead. You can remove the full broadband service on the call plan at any time. However, there is a “Change of Service” cost to do this, and likewise to re-add it to the call plan. Fibre Broadband service - FTTC 40/10 - Up to 38Mbps download - Up to 9.5Mbps upload. cost for faster speeds available on request. Please contact us on 0330 122 0000 for more information. Can I keep my telephone number? Yes, we can move 99% of telephone numbers - Most people have had their telephone number for years, and for a lot of seniors and pensioners keeping their telephone number is a must. Unlike most providers, we run our own voice telephone network and platforms (Similar to TalkTalk and Virgin), and have telecom switches based in Bournemouth and London. So regardless of if you're moving home, to a different part of the country, or even a different part of the world, we have the technology so you will always be able to take your current phone number with you. Can I add broadband to the telephone line should I need to? Yes, however broadband cannot be added to the Cloud Phone Saver 1 service. You can add a full broadband service to the line at any point, and just like our other Digital Voice telephone lines the service is on a 30-day rolling contract as well. However there is an activation cost to add a full broadband service to Digital phone only service, and the cost applies to downgrade a service from a full broadband service to just a phone service. The broadband service is switched on remotely. If you would like more information, please contact our sales team on 0330 122 0000. *Cost is depending on the current service and availability at the exchange. Can I still receive calls without having any call credit? Yes, Inbound calls will always work regardless of if your account has any call credit or not. Can I use my existing phone, or do I need a new one? Yes, any standard telephone will work with the new digital lines, even ones with built in call blockers. So, there is no need to get a special phone. Can I call Emergency Service (999)? The 999 service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you may be located. Calls to 999 emergency services do not have a call timeout. Will my telephone extensions still work with a digital line? Yes, and no, when a line is converted to a digital line all extensions will stop working, as these are copper based lines. However, depending on your booked installation with us Openreach can fit a Voice Reinjection plate. In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets), providing these extensions have been installed by Openreach and not a third party. This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring. However, we strongly recommend using a BT 4600 cordless phone kit as reusing these extension sockets and wiring may give you problems in the future, and it's also very expensive for Openreach to install these. Openreach are only responsible for faults up to the back of the main telephone socket. So, if you do have a problem with an extension this could be costly to fix. How can I tell if the call is chargeable or not? 1. When you make a call that is included in the call plan you will be played a “Time Remaining” message, just to let you know how long you have on the call before it will automatically disconnect the call.
2. If the call is a chargeable call, you will be played a “Cost Per Minute” and a "Time Remaining" message based on the time you have to the credit on the account. You can then hang up the call if you do not wish to make the call. 3. If you try to make a chargeable call without any call credit, or you do not have enough credit you will be played a message to say you have “Insufficient Credit”. You will need to add credit to your account to make the call. 4. If you try to call a number that we bar or your account is not set to call international numbers, then the message will say “This call is not included in your call plan”. This will be the same for any number that’s not in routing, including some international high-cost destinations, if you have access to call international numbers.
How can I add call credit via a prepaid voucher, and can I do this for the end user? Anyone can top-up an account provided they have the correct information to do so. Cloud Phone Saver call credit vouchers can be purchased from our online shop or customer services and used when needed. To add the value of the voucher to your account, you just dial the top-up number 0330 122 00 11, and you will be asked for an account number and PIN code. Once you have entered this, you dial #1 and you will be asked for the voucher PIN code. Once the voucher PIN code has been entered, the voucher amount will be added to the account instantly. You can top-up an account from any telephone if you have the account and PIN number, 24/7. If you would like to check the current call credit balance for the end user, you just dial #2 once you have put in the account number and PIN to access the account.
If you are the nominated point of contact we can register your main telephone number on the account which will then mean you do not need to enter an account or PIN number, and go directly to the voucher top up menu. Also if you are dialing directly from the telephone number at the address the service is registered you will not be asked for your account or PIN number. What do I do if I have a fault with the service? (please take the time to read) Our digital voice service platforms have a 99% uptime. But the first thing we recommend to do if you think you have a fault is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router unless we ask you to do so). We can also run test calls through your account to check the service is fully online and routing calls correctly and check the underline broadband service is online for the telephone line to work
Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line a priority fault application cannot be made outside working hours, weekends, or public holidays. Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your Telephone line and or broadband (which is the underlined service for your telephone services). A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of Broadband Care Level takes 5 working days to complete. Digital Line Basic Care - Included Basic Care is included in all services. Basic care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Basic Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 72 working hours of receipt of the fault report, excluding any allowable parked time. Digital Line Standard Care - £1.99 per month inc VAT - Standard Care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Standard Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00 7 days a week. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding Bank Holidays and Weekends. and any allowable parked time. Please contact us for more information. Digital Line Enhanced Care - 24 Clock Hours - £14.99 per month inc VAT - Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information. Digital Line Premium/Critical Care - 8 Clock Hours - £19.99 per month inc VAT - Premium/Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 8 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information.
All prices are on top of any monthly rental charges. How do I make a telephone call on the Cloud Phone Saver service? When making a call with the Cloud Phone Saver telephone service the full telephone number must be dialled, including the local area code. Are calls to 0800 and 0808 freephone numbers barred? No, Freephone numbers starting 0800 and 0808 are included in all call plans for 120 continuous minutes before being disconnected. However, 0800 numbers must not be used for call breakout services. Calls made using a freephone number to make calls over another providers’ network, listening to online audio/radio services or conferencing platforms are against our Terms and Conditions and could result in your account being terminated. If you are unsure of a telephone number service please just give us a call on 0330. 122 0000 and we will be happy to help. Will other services like 1471 and 1571 work? Yes, the 1571 service is included free, but is an Opt-In service. This is a voicemail service asking the caller to leave a message in the event of no answer, your line is busy or you're offline. You can record your own personal greeting, and messages are held for 30 days before being deleted. This can be switched off at a later date if needed. 1471 is also included free and tells you the last number that called you - unless the caller withheld their number by dialling 141 before dialling your number, or the call came from a switchboard extension number. Please note - There is no 1471 Call Return service at this moment in time. How is my first bill is calculated, and when do you bill? We bill per calendar month, meaning from the first to the last day of the month. Statements are sent via email on the 8th of each month, with the direct debit taken on or around the 16th of the month. If this is your first invoice it will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months.) This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your line for you the same day you notify us should it become necessary. If you've signed up to our service part way through a month, your first bill will also include a charge from the date the new service went live to the end of the part month. Please remember to tell the bill payer that the name of our Direct Debit will show on their bank statement as “Simpltele”. You will also receive an email giving you access to our online billing system as well. However, as there are no post-paid chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any included or prepaid calls made. Can you send a paper bill each month? Yes, the cost for a paper bill is £1.85 per month including VAT. However, as there are no chargeable calls that can be made through the account, the bill will only show the line rental for the call plan you are connected to. We do not list any calls made as these are all included in the call plan or they are prepaid. However on a one off basis we can provide call history taken directly from our network. The cost for this would be £29.99 per request. Automatic Premium, 08 and International call barring † Call barring is placed on all NGN 08 numbers except SC listed (084, 087) in bands SC001, SC002, SC003, SC004, SC005, SC006, SC007, SC008, SC009, SC010, SC011, SC012, SC046. Barring on International † and Premium rate numbers starting 09 and 08 numbers will be applied automatically to the telephone line. Premium rate barring cannot be removed, although international barring can be removed on request. Customers with personal alarms should check with their equipment or Care Alarm provider which number the Care Alarm calls when triggered, as we bar calls to premium 08 NGN numbers, and some providers use these numbers to generate money for themselves. If you are on Cloud Phone Saver 3, then all listed international countries that are included in the plan will NOT be barred. Access to other non-listed destinations can be unlocked on request and subject to the per minute cost, which varies by destination. Automatic barring of Directory Enquiry (118) numbers and The Talking Clock Calls to expensive numbers like 118 (directory enquiries), 123 (the speaking clock) carry very high call charges, which can use your call credit up in minutes. Therefore, these numbers are automatically barred from being called. This barring can be removed on request, but we do not recommend it. We also bar call to personnel numbers as well, as these look like mobile phone numbers, but carry a very high call cost. In the event of a power cut, can I power the telephone router independently and still have service? With all Cloud Phone Saver call plans a Battery Backup for your telephone router which runs the telephone service, this will be provided on loan, on request. This will keep the telephone router powered for about 1 hour in a power cut, which is OFCOM's recommended length of time. This will not however provide power to other devices like cordless phones or care alarms, meaning customers will need to provide their own Battery Backup arrangements for these devices. If you would like help with this, just give us a call on 0330 122 0000. Whats the difference between Cloud Phone Saver and the Cloud Guardian service? The main difference between a Cloud Saver service and Cloud Guardian service is with the Cloud Saver you have the option to call other numbers from a prepaid credit should you wish to do so. The Cloud Guardian is a totally fixed service, you can’t call anything other than what’s in the call plan. However, you can move from a Cloud Guardian service to the Cloud Phone Saver service, but there is an admin cost to do so. Can I have more than one user on the same Cloud Phone Saver account? Yes, although a monthly line rental would apply to each Cloud Save line in the account. We offer a 10% discount on the second line (this must be on the same account). They would also need to be on the same call plan. However, they would both share the prepaid call credit between them, and any call credit voucher added to the account would be available for each to use. This is ideal if you have two family members in the same or different locations that both need access to a telephone service separately. Dose the call credit voucher/s expire once added to the account? Call credit does not expire provided the account has been used at least once in any 12-month period. Over this time the credit on the account will automatically expire. Cloud Phone Saver telephone Installation and transfer costNEW LINE INSTALLATIONNew Digital Cloud Phone Saver telephone line - £138.00 including VAT. This cost includes a new line into the address with an Openreach engineer visit. It also includes the loan of the Telephone router and battery backup. If there are no existing or stopped lines listed to the address, then this cost would apply. Subject to the service being live on your exchange. EXISTING CUSTOMERSIf you are an existing Simple Telecoms copper-based customer we can convert your line into a Digital Cloud Phone Saver line and you can keep your telephone number £67.50 including VAT*. This cost includes the loan of a telephone router and battery backup, all set up and ready to go, just plug it in. An Openreach engineer will NOT visit the address, unless requested at an extra cost. LINE CONVERSIONS/Stop lineIf you have a live or stopped copper-based line at the address, we can convert the line to a Digital Cloud Phone Saver line £78.50 including VAT. Includes the transfer of your telephone number or a new number, and the loan of the router and battery backup. An Openreach engineer will not need to visit the address. A stopped line is classed as a line conversion. OTHER LINE TRANSFERS TO DIGITALTelephone lines used by TalkTalk, Shell, Sky, Virgin and a number of other providers are more complicated to transfer to keep your current telephone number as these lines are not directly connected to the main Openreach network. So can take longer to be converted to a digital line - £78.50* inc VAT. * Line conversions can only be performed if there is available Digital line infrastructure listed at the exchange. FTTP Connections will require a new installation. Cloud Phone Saver Installation and transfer informationHow can I order the service? If you would like more information or would like to place an order, just click the "Request Quote" button under one of the call plans. Once you have completed the online form, we'll send you some information about the new Cloud Phone Saver service and if it's available at your address, along with a cost breakdown. You can place an order by giving us a call on 0330 122 0000, or from within the email we have sent you. What are MPF lines? MPF lines which are used by providers like Sky, TalkTalk, NowTV, Shell, Post Office and several others are copper-based lines but are not directly connected to Openreach. So, the MPF line needs to be converted back to a full Openreach line for a digital line conversion to take place and for us to port your existing telephone number. An MPF transfer and conversion takes up to 25 working days to complete. If the address has FTTP the conversion time is around 15 working days to complete. We will advise you if this is the case. Can I have an engineer visit me to connect the router, telephone, and battery backup unit for me? Yes, ALL new line installations come with a Premium install package included in the cost, which includes
✔ Install NTE (telephone socket) within 1m of 13A power socket, and up to 30 meters of internal wiring
✔ Ensure wiring meets Openreach standard ✔ Connect modem/router (provided by us) ✔ Connect up-to 2 devices and conduct a Wi-Fi analysis and move router if needed. ✔ Add voice reinjection plate and connect router with provided cable (this needs to be pre booked with us if needed) ✔ Demonstrate speed to a responsible adult (householder/proprietor) Openreach line transfers or conventions that do not require an Openreach engineer visit However we can arrange for an BT Openreach engineer to visit you and set up and connect both the router, cordless telephone and/or a pendant alarm system to the backup, and then test the telephone service. This can be arranged for an extra cost of £82.50 including VAT. (Total £138.00 inc VAT) Can I transfer a number from a Virgin line to Cloud Phone Saver? Transferring a Virgin based telephone number to a Cloud Phone Saver line is classed as a new line installation by Openreach, as they cannot use the existing Virgin Infrastructure. A new digital line will need to be installed, and the Virgin number ported from them to us, which can be very problematic, as it reliant on a number of factors, such as Virgin releasing the number to us on a given day and time, and that there are no hold-ups with the digital line installation. Transferring a number from Virgin to a Cloud Phone Saver line costs £138.00 including VAT. And comes with the premium installation package. Is the new Cloud Digital line service available everywhere? Unfortunately, no. However, more and more exchanges are being upgraded to the new digital line service every day. If the new service is not available on your exchange, you can start off on a basic copper-based line, and we can then convert the line over to the new service as and when it becomes live on your exchange. The exception to this, is if there is an FTTP low bandwidth Fibre service available to you, as we can use this to provide the Cloud Phone Saver service for you instead, but it may be a bit more per month. But don’t worry, we will do all the checks, and let you know what services are on your telephone exchange before you decide. How long will it take to install a new line or transfer an existing line? Switching your current telephone service, or installing a new digital line usually takes about 15 working days, depending on the service you have selected, and the Openreach resources in your area. However, please remember, we are now extremely close to the Openreach "Stop Sell" date of September. So lead time is likely to be much longer the closer we get to the September cut off date. Some orders we are placing are showing a 32 day lead time. Why is it cheaper for existing Simple Telecoms customers to convert? As an existing Simple Telecoms customer, our administration and cost to convert lines are lower. Therefore, we are offering a discount of £20.00 on existing customer conversions until August 31st 2023. Making this cost £67.50 inc VAT. What is a Voice Reinjection Plate? In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets), these have been installed by Openreach and not a third party. This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring. However, we strongly recommend using a BT 4600 cordless phone kit as reusing these sockets and wiring may give you problems in the future. As Openreach are only responsible up to the back of the main telephone socket. So, if you do have a problem with an extension this could be costly to fix. Important information on Digital Voice LinesCredit Limit and Credit Check When you apply for any telephone or Broadband service contract with us we will perform a hard credit check on the user and the address the service is being provided at. We may also credit check the bill payer if different to the user. This will involve a credit reference agency to confirm your identity/s. They'll also examine your financial records and borrowing history. Using this information provided by the credit-rating agency, which in our case is Creditsafe. We will then make a decision whether to accept you for the contract/service you’ve applied for. This decision is made solely by our credit-checking team based on the information from Creditsafe. A credit check is ONLY performed once a direct Debit has been set up with us, as this is regarded as an acceptance of our terms and conditions, and intent to apply for a service. If your credit rating prevents you from getting a contract from us we may offer a tailored solution for people with bad credit. If your application is accepted a credit limit will be placed on the account for any chargeable calls. This safeguards our customers from running up a large bill. If this credit limit is reached outbound calls will be barred other than 999 freephone and the NHS helplines. However, if you have a Care Alarm this may cease to operate if your credit limit is breached. Call spend Warnings can be set up within our online billing system, and we strongly recommend this is done. Please note. Any credit check performed be it on the end user and or the bill payer will show on your/their credit history. Who is CreditSafe? - Creditsafe, are global intelligence experts, specialise in business and consumer credit checking, and is the world's most used provider of online credit reports. Your credit history is checked by CreditSafe. If you have any questions about your credit file you'll need to speak directly to CreditSafe. General Terms and Conditions All services are provided on a 30-day rolling contract, with no disconnection or termination costs. Please click the link below for our full terms and conditions. Services are provided subject to status and or credit checks. Cloud IP Telephone General Terms and Conditions. Addendum - VoIP Lines Please click the link below for our terms and conditions for VoIP lines (SoGEA/FTTP/FTTH) Addendum Terms and Conditions VoIP Addendum - Broadband (Underline service for a Digital Voice Service) Addendum for the Broadband underline element of the Digital Voice service - Please click the link below for our Terms and Conditions for Broadband Addendum - GDPR Addendum - Download our full GDPR policy information here Digital Cloud Phone Saver Line rates and call charges - April 2022 Call plan prices in this document are shown in pence unless otherwise stated, are inclusive of VAT at 20% and have been rounded to the nearest 4 decimal places. Additional charges apply to operator/connected calls. Click here to download the latest call rates and one-off charges. Consumer Price Index Rate increases If you sign up to a new contract or renew your contract for a Cloud Phone Saver service (including call charges, features, add-ons and broadband plans) the monthly price will increase each year from April 2024. That increase is based on the Consumer Price Index (CPI) Rate of inflation which is published in January each year plus 3.9%. If RPI is negative, we’ll only apply the 3.9%. Download Cloud Phone Saver FAQs and Topup information Please click HERE to download the Cloud Phone Saver full FAQs and Topup information pack. Download Cloud Phone Saver service information Please click HERE to download the Cloud Phone Saver service information pack. Fair Usage Policy (FUP) and Acceptable Use Policy (AUP) Just like all other providers, in order to protect our customers and network, we have FUP and AUP policies in place. These obligations require your use of our services to be for private, personal, and legitimate consumer purposes. For more information on our FUP and AUP policy please click the link below. Cloud IP Telephone Full Terms and Conditions. Billing monthly charges for services You will be charged line rental from the day Simple Telecommunications Ltd supplies the service. All chargeable services are paid one clear calendar month in advance. The first invoice will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months). This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your service/s for you the same day you notify us should it become necessary. It will also include the part month during which the service went live with us. Services are provided subject to status and or credit checks. Payment methods We only accept payments via Direct Debit for fixed monthly rental, and Debit Card payments for adding prepaid call credit to your account. Our Direct Debits are regulated by the Financial Conduct Authority as an Authorized Payment Institution. Your payments are protected by the Direct Debit guarantee. Direct Debits are set up directly via our website or by email. There are no paper Direct Debit forms to be posted back. Services and paying via Direct Debit are subject to status and/or credit checks. Call credit vouchers can be purchased from customer services or our online shop using a Debit Card only. A live direct debit must be linked to the account at all times for the service to remain live. Web Top-up Vouchers Top up between £10 and £25 and £35 online. You'll just need your debit card handy.
Your card will need to be from a UK bank and registered to a UK address. You can only top up in pounds, not pence.
Voucher numbers are not stored on our website, and are processed manually, and will be sent via email for all orders received between 9AM and 5PM Monday to Friday. Outside these hours the voucher will be sent the next working day. Due to this there will be a delay in receiving the voucher number.
Adding a Topup Voucher to an account
If you are the nominated point of contact we can register your main telephone number on the account which will then mean you do not need to enter an account or PIN number, and go directly to the voucher top up menu. Also if you are dialing directly from the telephone number at the address the service is registered you will not be asked for your account or PIN number. Information on Telecare and Care Alarms Customers who are using a Care Alarm or pendant service just need to tell us the telephone number the alarm service calls when the alarm is triggered, which you can get from your alarm service provider. This number will then be checked and verified and will then be included in your call plan and will work without call credit and timers. The Alarm telephone number must start with dialling codes 01, 02 or 03. Customers who are vulnerable or are using a pendant service need to contact their service provider, as not all personal/care alarm services are compatible with SoGEA VoIP services. Our service has been tested using the SureSafe care alarm systems. Please contact our customer service team for more information. We strongly advise that you check before committing to taking a digital line, as reverting to a copper-based line may not be possible. Ownership of broadband router and battery backup ATA's As of the 1st of September 2021, we own all new Simple Telecom provided routers, Hubs, ATAs and battery backups sent out to customers. If you leave Simple Telecoms, you will be required to return those items to us. If the unit/s are not returned with supporting cables or are returned damaged, you will be liable for a charge. You have a total of 30 days to return said items, which includes the time taken for us to send out shipping labels. If you prefer, you may also post the equipment back using the Royal Mail at your expense, although proof of postage will be needed, and we recommend insured postage to cover you should the parcel not arrive at our facilities. Emergency Service Listing (999) It is the end user’s sole responsibility to notify us of a change of address/location where the service is being used on a permanent basis. This information is used by the police, fire, and ambulance services to identify the caller. The service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you are located. Calls to 999 emergency services do not have a call timeout., and no call credit is needed. Fault care levels and response times (Please take the time to read) Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line a priority fault application cannot be made outside working hours, weekends, or public holidays. FTTC, SoGEA - Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your digital line broadband. A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of digital line Broadband Care Level takes 5 working days to complete. Digital Line Broadband Standard Care - Included BT will clear the fault within 72 hours of receipt of the fault report, excluding any allowable parked time. Please click here for more information. Digital Line Broadband Enhanced Care level 2 Standard Care level 2 operates during Openreach normal working hours. Standard Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding any allowable parked time. Monthly cost £1.99 inc VAT. Please click here for more information. Digital Line Premium Care- Clock Hours level 3 Openreach will respond to a fault within 3 hours of receipt of the fault report and will clear the fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Premium care is not available on all broadband services. Monthly cost £10.80 and £15.60 inc VAT per month depending on the provider/service. Please click here for more information. Cloud Phone Saver Top up Vouchers   The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024. If RPI is negative, we’ll only apply the 3.9%. |
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