Read through our FAQs
Common Questions
Our helpful team are based in Cornwall and each of them has been working with us for more than a decade. You’ll always get support from someone you know.
Our helpful team are based in Cornwall and each of them has been working with us for more than a decade. You’ll always get support from someone you know.
Have some questions? Our team are here to help.
What does free support mean?
Free support means that all the support you need is included. We treat our customers how we would like be treated, we want you to get the most out of your system and encourage our users to call us for direct, local, human support.
The trend for technology support these days is towards self-support via forums and online videos but often this doesn’t work for busy admin staff in smaller organisations.
When you are buying from us we will make sure you get the right handsets for your needs, not the most expensive, and the right number of connections. We will configure the phones for you before you get them so that they work right out of the box and we will help you set up your web portal if you need it. After that you can phone us or e-mail us with any questions.
What is VoIP?
Let’s start with the most obvious! Otherwise known as Voice over Internet Protocol, VoIP is a pretty cool, yet long-established technology that enables voice communication over the internet or other IP networks. It allows users to make voice calls using the internet rather than traditional telephone lines, just like WhatsApp/Facetime but with features that allow businesses to handle their calls professionally.
The great BT switch-off is looming – everyone will need to switch to modern IP telephony by January 2027, as BT are phasing out all copper-based phone lines across the UK. The sooner you switch to VoIP, the sooner you can enjoy the benefits – stress free!
How do I get started?
We offer a simple step by step process:
- Talk to the team about your requirements – how many lines you need and what numbers you’d want for your business.
- We can send you a test unit if you need one to make sure you’re happy with the performance VoIP will give you.
- We order your equipment and send it on to you; from there it’s as easy as plugging it in and you’re good to go.
- We offer free support to our clients; if you need help with installation or beyond you’ll find us great to deal with.
- You’ll be able to add or remove lines as and when you need to. Our systems are here to grow with your business.
How does the switch work?
If you are having new numbers or extra lines the phones will work out of the box; you just plug them in. If, like most organisations, you need to keep your existing numbers, no problem, we have developed a well-practiced method that means you should have zero downtime during the number porting process (BT willing!).
Is it reliable?
Many of us have an historical hang-up about the internet failing but, for the majority of us, the internet is as reliable as our phone lines, more so if you have a full fibre internet connection.
Is it flexible?
VoIP is super flexible, yes – it offers compatibility with various devices, easy scalability for businesses, mobility for remote work and integration with other applications. It’s adaptable to lots of communication needs providing corporate-level call handling to the smallest of businesses.
How do I know if my Internet connection is good enough?
Your VoIP service will need a solid but not necessarily fast internet connection; even a slow connection can handle several simultaneous calls. However, you might not be able to run both phones and data through the same line. You might need to add a second but this is something we can help you with, just ask for a cost.
How long does it take to set up?
To get your phones working it takes about as long as it takes to plug all of your handsets into internet connections! But that is a little flippant; if you want your phones to do things like have multiple handsets ringing at the same time, ring lines in order if they aren’t answered, or get them to do different things at different times of the day (time based routing) then of course there is some configuration. We include any initial and ongoing configuration within our monthly cost; just talk to us about how you want things to work and we will make the changes. If you prefer to do the configuration there is a web portal where you can log in and set up the rules, it’s not difficult and we will help you until you get the hang of it.
Is it complicated to use?
Not at all. While feature-rich and completely modern, VoIP phones function much the same way as an old-fashioned handset. You can configure the phone with the same keypresses to pick up and transfer calls. Simple!
Do I have to buy phones from you?
Upstream VoIP is a managed service and, in order for us to manage the service, we would prefer that you buy the phones through us. We can then pre-configure them for you and know that they will be 100% compatible with the service. You can rest assured that our range of phones is competitively priced.
If you have an existing investment in VoIP phones then it is likely that they can be reconfigured to use with Upstream; just ask.
Can I transfer my existing telephone numbers?
Yes, we can move your existing telephone numbers to our phone system; we carefully manage this porting process for you to ensure zero downtime and 100% continuity.
Can I plug my phone in anywhere?
As long as you have a decent internet connection you can simply plug your phone in and it will start working immediately. You can work anywhere in the world but you remain part of your company system, just as if you are at your desk; great for those who want to work from home, a holiday home or who travel a lot! Don’t forget we also have our twinned mobile capability, allowing you to take and make calls whilst on the move.
What happens if the internet goes down?
There are several ways to handle this:
- Your main telephone number can be forwarded instantly to a mobile/landline number of your choice.
- If you use our twinned mobile capability it can work independently of your office WiFi, using 4G/5G when WiFi is not available. For making outbound calls the mobile application enables you to make calls as if you were working from your physical handset, displaying either your DDI or main number when dialling out.
- We also have a failover capability so that in the event of internet loss we can keep calls flowing to alternative numbers, most often mobiles.
How do I pay?
You pay for your phones upfront and your service contract monthly. We send you an online direct debit form and we invoice you for your subscription in advance and your calls retrospectively. We take the payment 14 days after issue.
Are there any hidden costs involved?
No, because the telephone system is in the cloud, not your office, there are no additional fees to pay apart from your monthly user costs (plus any phones you need). There are no hidden fees or catches.
How much could I save?
We understand that it’s important to make savings when transferring to anything new! And we know everyone loves a deal. VoIP often reduces communication costs significantly; up to 30-50%, especially for long-distance and international calls. Share a current phone bill with us and we can estimate the savings!
Are you based in the UK?
Yes! We’re a premier hosted VoIP supplier based in Cornwall. We have customers throughout the UK and overseas. We pride ourselves on our customer service and in particular the care you receive during the initial changeover to our service.
What if I want to cancel?
Of course we hope that you won’t cancel but if you do decide to leave us you are only committed to give one month’s notice.
Will it integrate with my Estate Agency software?
We work with estate agents across the South West and have helped several to integrate their new VoIP system with existing software, including Reapit.
We’ll work with you to integrate your new phone system into your existing operating procedures and systems for a seamless transition.
What if my business grows?
One of the fantastic things about VoIP is the ease of growing your system. Gone are the days of being out of action whilst new phone lines are installed. Instead you’ll receive a new handset for each new user, you plug it into your broadband and away you go. It’s that simple.
This is as true for adding new users into one office as it is for opening up a new branch.
Can we use existing handsets?
If you’ve already bought your handsets outright and they’re compatible with Upstream (our VoIP system) of course we’ll do our best to integrate those handsets.
If you need to purchase new handsets, we’ll work with you to make sure you get the best value for your investment.