Frequently Asked Questions
What are Landline Rates and Mobile Rates?
On our tariff pages for our telephone numbers you will find two of options “Landline Rate” and “Mobile Rate”. These are applicable depending upon which phone you choose to divert your virtual number too. For example if you answer your calls on a mobile phone, the “mobile rates” and “free minutes to mobile” will apply.
If you answer your calls on a Landline, the “landline rates” and “free minutes to landline” will apply.
What are the differences between your tariffs?
We have four different pricing options on our phone numbers, the higher the cost of the monthly tariff, the more free minutes you will get for your inbound calls.
Our 0800 numbers are also listed in terms of how memorable they are. Therefore, the higher the cost, the more aesthetically pleasing the order of the digits will be, making the number easier to remember and a more powerful marketing tool.
Do you need to come to my home or provide any physical hardware?
No, all our numbers and services are virtual. This means that no physical hardware is required other than the phone you choose to answer your calls on. We will activate your virtual number through our network so do not require access to your premises. You will need to supply your landline or mobile phone number.
Do you provide me with a phone?
We do not supply phones or sim cards, all our services are virtual and designed to work in unison with your existing phone.
What different types of phone numbers can I have?
We can supply many different types of numbers:
Can my virtual number be diverted to more than one number?
Yes, we can set up multiple diverts on your number, this can allow the caller to be forwarded through to a different number should the first number be engaged or unanswered for a period of time.
This can also be set up based upon specific time periods. For more information see our Call Management Options
Are your prices exclusive of VAT?
Yes, unless stated otherwise, all prices are exclusive of VAT.
We can make one off changes for you during office hours at a supplement. Changes made by customer services can take a maximum of 5 working days.
How much notice do you require to cancel?
What happens if Dolphin Com Ltd ceases trading?
We are an independent intermediary who are able to source services from more than one telecom operator. This means that in the unlikely event that we were to cease trading our suppliers would be keen to continue to provide a service behind each number.
Fortunately, Dolphin Com’s financial accounts demonstrate that we are one of the strongest performers in the industry and have been trading for almost 19 years.
In the event that one of our suppliers should find themselves in financial difficulty we are able to port existing numbers to an alternative supplier. We are therefore able to guarantee continuity of service with any number we provide and feel this is an important benefit to our customers.
Billing and Accounts
How to make changes to the details on your account?
We ask that you keep us updated with address, email or name changes. This can be done by sending an email to email@example.com and stating your account number.
How do I change my payment details?
Please call customer services on 08000141414 from a landline or 03333211441 from a mobile to make changes to your payment details. Alternatively, you can print off your own Direct Debit Instruction and send it back to us here.
We ask that you keep us updated of any changes to these details. Please note this change needs to be made at least 5 working days prior to the collection date.
How do I make a payment?
You can call customer services to make a payment over the phone. Or alternatively go to Pay a Bill to pay a one off invoice or set up a recurring payment online.
How are payments taken?
We bill one month in arrears and will email your invoice to you. Payments are taken by Direct Debit 14 days after the date that your invoice is issued; Credit/Debit Card payments are taken 1 day after this date.
How will I receive my invoice?
You will receive a pdf invoice that will be emailed to you; you can also review your call itemisation and invoices online at www.freephonebill.co.uk
What should I do if I have a complaint?
We strive to give customers the best possible service. In the unfortunate event that something should go wrong or you are unhappy, we have a full complaints procedure. Please email firstname.lastname@example.org if you require a copy.
How do I cancel my services?
To cancel you can email the request to; email@example.com. Alternatively you write to us at Dolphin Com Ltd. 3 Solway Court, Crewe Business Park, Crewe, Cheshire. CW1 6LD. A customer service agent will respond to advise you on the process.
We aim to keep our terminology straight forward and explanatory, these are some of the common terms we use:
Destination number – this means the number you would like to answer your calls on, which we will divert your virtual number too.
Retarget – This involves changing the destination number that you answer your calls on.
Call Diverts – This means when someone dials a phone number they are automatically diverted through to a different number.
DDI (number) – Direct Dial In. This is a number that allows calls to be diverted to an extension directly. It will be supplied to you if you use a manual divert for our services.
DDI – Direct Debit Instruction. This involves you suppling us with your bank account details either over the phone or via our online instruction you can print and post back to us.
Manual Divert – this is commonly used in conjunction with our Telephone Answering Service, if you don’t want to purchase a number from us. We can supply you with a DDI for you to divert your calls through to.
Change of ownership – This involves a change of ownership of a number. This takes place if you wish to give up ownership of a number so that another company can take over responsibility for the account.
Porting – This involves moving numbers to and from different telecoms suppliers.
Number lifting – This involves lifting a number off a physical line, making it a virtual number that you can divert calls through.