FAQ

Here you’ll find answers to most common questions

Here at 08 Direct we try to provide our customers with as much information as possible. Below is a list of some of the more frequently asked questions. If you have any further questions please do not hesitate to contact us.

General

  • How are you able to provide an 0844 number and all the additional services for free?

    We make our money through the calls you receive on your 0844 number. When a customer calls you, the few pence that they pay covers the cost of us hosting your number and the cost incurred from setting up all the free call services for your business.
    All that we ask is for you to change your business contact number on your website, and start advertising your 0844 number.

  • How do I change my destination number?

    If you want to change the destination that your number is connected to, you are able to do so through our online portal. If your package allows, you will have full access to the portal which lets you have full control of your number so that you can change the destination number whenever you’d like.
    If, currently, you don’t have access to the portal, you can upgrade your account so that you can have full control of your number, call 0344 504 4000 or email [email protected] and we’ll talk you through the process.
    Please note that if you have a landline package but want to redirect to a mobile there will be an extra charge to do so.

  • Who do I call if anything goes wrong? Will you pass me on to other companies?

    Everything we do here is in house so all of the support will be given by our team. So if you have any problems then call us directly on 0844 504 4000 and we’ll sort it for you.

  • What happens to my number if you or I go out of business?

    All of our numbers have been allocated to us by BT. In the event that you cannot or you choose not to continue your service we will take the number back.

  • How easy is it to change my monthly package?

    Your account manager will constantly monitor your account and we aim to ensure that you will always be using the right package. If you feel that you’d like to change your package, then just call 0344 504 4000 and your account manager will help you.

  • Do the minutes get used when making outbound calls?

    No, we work solely with inbound minutes meaning that your inclusive minutes will only be used when people call you. People will still be able to call you directly and all your outbound calls will continue as normal.

  • Is there a minimum contract when directing to a landline?

    No. At 08Direct we never ask you to enter into a minimum contract, and depending on which number and package you select there could be no commitment from you whatsoever.
    If you connect an 0844 number to a UK landline, there are no costs to you. However, please be aware that after 3 months if you are not generating enough minutes on your number you will be asked to pay a monthly low user fee. For full details please see our Terms and Conditions.
    If you connect your 0844 number to a mobile, or select an 0800 or 03 number, you will need to set up a direct debit. This can be cancelled at any time with 30 days notice.

  • Can I keep my existing numbers?

    Absolutely. Non geographic numbers simply forward to your landline or mobile phone number. There is no limit to the amount of phone numbers you can have directed to the same target.

  • Do I need to purchase any hardware?

    No, all hardware is hosted at our secure premises. You are not required to make any financial investment to start taking advantage of our numbers, apart from any monthly direct debits.
    This also means that there are no installation costs, training costs or insurance as this is already supplied, supported and covered by us.

  • Can you direct calls to mobile phones?

    Any one of our numbers can be directed to a mobile phone, however there are costs involved. If you would like to direct one of our non-geographic numbers to a mobile, all our packages are clearly available during our order process.
    When on our basket page, simply select your desired number range, pick a number and then input your destination number. This will bring up all your package options, for more information please don’t hesitate to give us a call: 0344 504 4000.

  • How long does it take to setup my new number(s)?

    In the case of setting up a free 0844 number to a landline, this will be connected virtually instantly by one of our account managers.
    If you have selected a range or package that requires a monthly direct debit payment, we require you to complete and return our DD forms to us. This will be supplied to you as part of your customer confirmation email. Our account managers are always on hand to answer any questions you may have.
    Your confirmation email will also contain our T&C’s, please have a read through this document before setting up your number.

  • How do I know if my number is being used?

    When you register a non-geo number with 08Direct, you will receive a username and password for CodeBlueStats – our online call statistics platform. In CodeBlueStats, you will be able to see how many calls your number is receiving and their duration in near real-time as well as historically.
    You can access this at www.codebluestats.co.uk, if you do not have your login details to hand, please don’t hesitate to contact our team who will be more than happy to re-supply these.

Technical

  • How do I view my invoices?

    Each new invoice is emailed directly to you each month, and then uploaded to Call Command (our online portal). You will receive your login to Call Command within your customer confirmation email, and from here you can view all your historical invoices from us.

  • What happens if I have a power cut or another office related disaster?

    Because your number is virtual, it can be diverted to another location almost instantly so you need not miss any important calls. If you have access to our online portal you can simply log in and redirect your number or you can call your account manager for details.

  • Will your number affect my existing number or phone line?

    Not at all, your number is completely virtual meaning that it doesn’t require any installation and it won’t interfere with your current setup.

  • What happens if my direct debit fails?

    If for whatever reason we don’t receive your monthly payment our accounts team are notified. An 08Direct representative will contact you to either collect the payment or adjust your direct debit details. If payment fails and we are unable to contact you we may disconnect your number until the account is brought up to date.

Billing

  • When will my first payment be taken?

    As we bill in arrears your first payment will be taken at the end of the following month once your number is connected. This usually means you pay pro-rata for the rest of the first month, and a full monthly payment in one invoice. There are no upfront payments to make.

  • If I go over my monthly minute allowance, how much will I be charged?

    When you chose your package you will have been given an ‘out of bundle’ charge, which is the amount that you would be charged at if you were to go over your minutes. Please check your package details or speak to your account manager.

  • Do you use another billing method apart from Direct Debit?

    No, to setup one of our monthly packages you are required to complete our direct debit forms. It only takes a few minutes, and your number can be setup virtually straight after we receive them back. If you have placed an order you will have received the forms as part of our confirmation email. If not, please don’t hesitate to let us know and we will be happy to re-supply everything to you.

Contract