BEL Business Exchange Line This e-pack user guide provides an overview of your product, identifies common user issues and outlines ways to resolve them.
Contents Page Product Introduction Page 3 Common issues Page 4 Contact details and useful links Page 7 Page 2 of 6
Product Introduction What is the product? Your business exchange line (BEL) product allows you to make and receive calls, plus a whole host of other features that you can choose to add to your line. Check out these great features - designed to get you connected, and keep you connected. Call divert - divert a call from your landline to another number (e.g. your mobile). Call waiting - if you re on a call, a beep will tell you when another caller is trying to get through. Reminder call - you set it, we ll never forget it. Caller display - if your phone has a display, we ll show you the caller s number before you answer. Great for prioritising your time. Anonymous call reject - lets you block any withheld numbers. Call back when free - calls you as soon as an engaged line hangs up. Voicemail - as you d expect, records and stores messages when you re away or on the phone. Call barring - enables you to block certain types of outgoing calls, such as premium rate services, international calls, even mobiles. Withhold number - lets you permanently prevent your number from being revealed. Or you can do that on a call-by-call basis. Product benefits Full range of bundled options - calls are just the beginning. We can offer you a one-stop shop for internet and voice solutions. Industry-leading SLA - we ll make sure we get back to you within two hours and aim to solve any problem within four hours. No hanging about. Page 3 of 6
Common Issues Your phone has no dial tone You have a poor quality line, or crackling sound on your phone Your calls are being cut off You are not receiving calls You can t hear the other person, or the other person can t hear you You can t make outgoing calls You can t send or receive faxes You can t process payments on your PDQ machine Before you get in touch, here are some ideas you can try to help resolve the issue. Your phone has no dial tone o Plug in an alternative corded, working phone into your Virgin Media socket - leaving out any splitter devices or extension cables. o If the second phone works fine, it means the first handset is faulty. If it s one of ours, please contact the Faults Team on 0800 052 0800. If not, ask your telecoms supplier about alternatives. Still nothing? o Then use your mobile or another line to call 0800 052 0800 and our team will do their best to help you. We ll get to the bottom of it as soon as possible. You have a poor quality line, or crackling sound on your phone o This could be a fault with your handset - plug in an alternative corded, working phone - leaving out any splitter devices or extension cables. o If the second phone works then the first handset is faulty. If it s one of ours, please contact the Faults Team on 0800 052 0800. If not, ask your telecoms supplier about alternatives. You are not receiving calls o Try plugging the phone directly into the correct socket without any splitters or extension cables. Make sure that the power and the ringer are both on. o Check whether you have Call Divert set up. If you do, cancel the divert and retest. For instructions on how to cancel diverts, please see the user guide. If the problem continues, contact our Faults Team on 0800 052 0800 and we ll get it sorted. o Double check if the bill has been paid - it s surprisingly common for mistakes and confusion to happen around bill payment. Page 4 of 6
You can t hear the other person, or the other person can t hear you o It s worth checking the mute button - it could have been switched on by accident. o If not, it could be your handset. Try plugging a different phone directly into the socket, leaving out the splitter. If it works, you just need to replace the first handset. If it s one of ours call 0800 953 0180 and we ll gladly replace it. o If a different handset doesn t work either, call 0800 953 2800 from another line (or your mobile) and we ll do our best to get you connected. You can t make outgoing calls o Is call barring set upon your line? If so, contact Business Customer Services on 0800 052 0800 and we ll lift it. o This could also be a fault with your handset so try a corded known working phone in the same socket (without a splitter). If the second phone works fine, it means the first handset is faulty. If it s one of ours, contact the Faults Team on 0800 052 0800. o If not, ask your telecoms supplier about alternatives. o Double check that your bill has been paid? There may have been some mistake or confusion, so if you need to pay please call 0800 052 0800 selecting the option for billing or customer services. You can t send or receive faxes o If the fault is on a fax line: Plug a working telephone handset direct into the line, leaving out any splitters. Try calling a line that you know is working. If you can dial out and receive calls the fault may be with your fax machine. You can t process payments on your PDQ machine o If the fault is on a PDQ line: If the fault is on a line used for a PDQ machine, first make sure that the PDQ device is the only equipment plugged directly into the line. If it is and payments refuse to process, plug a known working handset direct into the line and try to call out. If you can t dial out the fault may lie with your equipment or payment authoriser. Our 24/7 fault desk will be glad to help on 0800 052 0800. Page 5 of 6
How do I stop unwanted, nuisance, malicious or withheld-number calls? o There are three types of unwanted calls you might be receiving: Unsolicited calls - Persistent calls from organisations, offering information you don t want. These calls are more than likely automated competition lines or marketing activity from other companies. Nuisance calls - Excessive amount of wrong numbers or calls at unsociable hours. Malicious calls - A call containing obscene suggestions, personal threats or abusive language. o People making these calls, often withhold their number. How can I stop unsolicited calls? o You ll need to register with the Telephone Preference Service (TPS). This will make sure your phone number isn t made available to organisations that make this type of call. For more information or to register call the TPS registration line on 0845 070 0707, or go to www.tpsonline.org.uk o For more information about TPS see Telephone Preference Service (TPS). Need help with nuisance or malicious calls? o If you ve been a victim of a nuisance and/or malicious phone call, please contact us (if you rent your phone line from us), or contact your phone line provider. o Note: It may be a criminal offence, under section 43 of the Telecommunications Act 1984, to make a malicious call. Contact details You have a one stop number for all matters relating to your business account 0800 052 0800 Options are as follows: 0 Home queries 1 Business Faults 2 Anything else Useful links TSA/TSR Please select the correct guide from the link below and attach then delete this: http://thehub/departments/marketing/communications/collateral literature/ user_guides/business_exchange_lines.aspx Virgin Media Business Limited. Registered Office: Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP. Registered in England and Wales No. 01785381. Page 6 of 6