Frequently Asked Questions

These are the most common questions we are asked. Click a question to view its answer.

What happens if my broadband fails? IP Base constantly monitors the status of your broadband line. When you sign up, you can provide us with an alternative contact number for each inbound DDI and in the unlikely event of a broadband failure, we will automatically redirect your inbound DDIs to those alternative numbers within three minutes of the broadband failing.

How long does it take for my system to be installed once ordered? Depending upon the requirements at your site, we might need to install an extra BT line or activate more broadband. This can take up to three weeks, although we aim to have an engineer visit within five days of broadband activation.

What do I do if I am having problems making/receiving calls? Please consult your welcome pack for troubleshooting information or check out our support pages

How much does it cost to call X country? Click here to use our call pricer and check out how much your calls will cost

What is the minimum contract period? Our standard package comes with a one month minimum contract length, although this might be longer if you have a lease agreement for your hardware with us.

What is the minimum call charge? There is a 1p minimum call charge to all destinations, except free-to-call numbers.

We are moving offices, can I keep my numbers? Yes - we can reinstall the system at your new offices and keep all of your existing numbers

Who carries our calls? Once your call reaches the IP Base network and is processed, it is sent the the PSTN via one of the Tier 1 carriers that we use.

We already have VoIP, can we switch to IP Base? If you already have compatible hardware, we can simply re-provision it to work with our service. Call us on 0845 4567 678 if you are thinking of moving to IP Base.

We have more than one office, can we send calls from our main number to every office? Yes - all of the phones connected into the system, regardless of location, can receive calls from any of your numbers at the same time.

Can we call 999 and 112? Yes - although please be aware that the phones need electricity and a working internet connection at all times. You should always have an alternative method of calling 999 as a backup.