Frequently Asked Questions
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General
Your first invoice will include charges for part of the month when your line transferred to Phoenix Maxwell as well as the current month and your advance charge. From then on you will just receive the charge for the advance line rental. If you have any questions, please give us a call on 0204 542 2333.
Phoenix Maxwell offer bespoke contract terms to suit your businesses needs. Please contact your Account Manager to discuss your contract terms.
If you have received a replacement SIM card for an existing number, then please contact us and quote the Mobile number and SIM card number you have received and we will activate it for you – this can take up to 24 hours but in most cases is a lot sooner.
If you have received a new SIM card with a new number, then generally we will have already dealt with the activation process and you may find it is already active when inserted into the handset.
Please note in either instance if you have placed the new SIM card in your device and it shows ‘No Service’ then please switch the handset off and on again at regular intervals until service has resumed.
Please contact your Account Manager or our Service Department who will be able to outline your options.
Please notify us a couple of days prior to travelling so we can lift any restrictions that may be in place. If you do not let us know and are already outside of the UK we can request that any restrictions are lifted but cannot guarantee the changes are completed as by that stage you will be on the foreign network.
Please contact your Account Manager or our Service Department for APN information. Alternatively, navigate to THIS WEBSITE and type ‘APN’ into the search bar.
Unless otherwise stated, all handsets with the exception of iPhones are supplied with a 24 month warranty with a next working day exchange for faults as a result of a manufacturers defect. Please contact your Phoenix Maxwell Account Manager for assistance.
iPhones are supplied with the standard 12 month Apple Warranty and any faults or servicing needs during this time are directed to your nearest Apple Store, who will be able to diagnose and rectify or advise on a suitable resolution.
Please contact your Account Manager or our Service Department.
Please contact your Account Manager or our Service Department.
We pride ourselves on excellent customer experience so if an issue arises we would like to hear from you as soon as possible. Please refer to our Code of Practice or alternatively contact our service department who are on hand to take your call 0204 542 2333.
Telephony & Connectivity
Your first invoice will include charges for part of the month when your line transferred to Phoenix Maxwell as well as the current month and your advance charge. From then on you will just receive the charge for the advance line rental. If you have any questions, please give us a call on 0204 542 2333.
Please contact your Account Manager or our Service Department.
If you have an issue with your service please contact our Service Department on 0204 542 2333.
Openreach aim to have your fault fixed within 2 working days with the standard Care Level 2 option on lines. This lead time is subject to change due to engineering availability in the area and the complexity of the fault.
If your fault is associated with a major service outage in your area then lead times may be drastically extended depending on the work required to fix the issue. In these cases associated Care Level lead times will not apply.
If you are concerned about the lead times associated with your business lines then we can offer you enhanced Care Level options:
Care Level 3 – repair by End of Next Half Working Day (Inc Bank Holidays) Mon-Sun.
Care Level 4 provides a target 6 hour fix; this is the actual repair time and not response time, so essentially the lines can be up and running within 6 hours.
This is applicable 24 hours a day, 7 days a week and includes all bank and public holidays. This is particularly good for companies that rely heavily on their phones or those that require out of office response times. Please speak to your Account Manager to discuss the pricing on our enhanced options.
If you require a divert, please let our Service Team know as soon as possible on 0204 542 2333. A charge of £5 will be applied for all diverts which is a charge that is levied by BT Openreach. In some instances it will not be possible to divert your lines during the same day so please be aware of this when organising any business arrangements around a remote divert.
There is a lead time associated with all diverts which is anything up to 2 hours. Most diverts do go live within 40 minutes.
1571 is a single analogue BT messaging service. If this is something that you would like applied to your line please contact your Account Manager who will be able to confirm pricing. The lead time for this order is 1 working day. If you would like a more enhanced voicemail which allows you to personalise your mailbox greeting then BT Call Minder would be more appropriate. This service is for single analogue lines only.
If you are moving premises within the same exchange area you should be able to retain your current number. If you are moving outside your existing exchange then you can still retain your number. Please contact your Account Manager to discuss your options.
Lead times for new lines depend on the line type and also the engineering availability in your area. We won’t have an exact lead time for your install until we place the order. Lead times are also subject to change due to additional work that is sometimes required. These are the guidelines for new line installations:
Analogue lines – 10 to 14 working days
Phoenix Maxwell can supply, install and maintain a telephone system to suit your businesses needs. Please contact us for more information.
Phoenix Maxwell offer bespoke contract terms to suit your businesses needs. Please contact your Account Manager or our Service Department to discuss your contract terms.
Please contact your Account Manager or our Service Department.
Service Queries
We always endeavour to provide our customers with network outage information as soon as possible. Please navigate to Service Status to check. Alternatively, the following website is always useful to check first before contacting us downdetector.co.uk.
Please navigate to BT’s Help & Support: http://bt.custhelp.com/app/answers/detail/a_id/50362/~/video–how-to-connect-to-your-test-socket.
A microfilter is a device that allows broadband to work at the same time as your phone service. More information.
Openreach aim to have your fault fixed within 2 working days with the standard Care Level 2 option on lines. This lead time is subject to change due to engineering availability in the area and the complexity of the fault.
If your fault is associated with a major service outage in your area then lead times may be drastically extended depending on the work required to fix the issue. In these cases associated Care Level lead times will not apply.
If you are concerned about the lead times associated with your business lines then we can offer you enhanced Care Level options:
Care Level 3 – repair by End of Next Half Working Day (Inc Bank Holidays) Mon-Sun.
Care Level 4 provides a target 6 hour fix; this is the actual repair time and not response time, so essentially the lines can be up and running within 6 hours.
This is applicable 24 hours a day, 7 days a week and includes all bank and public holidays. This is particularly good for companies that rely heavily on their phones or those that require out of office response times. Please speak to your Account Manager to discuss the pricing on our enhanced options.
If you require a divert, please let our Service Team know as soon as possible on 0204 542 2333. A charge of £5 will be applied for all diverts which is a charge that is levied by BT Openreach. In some instances it will not be possible to divert your lines during the same day so please be aware of this when organising any business arrangements around a remote divert.
There is a lead time associated with all diverts which is anything up to 2 hours. Most diverts do go live within 40 minutes.
Click here for information about Openreach’s Care Levels.
Is the Firewall and Router turned on, plugged in to the correct socket and showing power lights as on?
Are there any patterns to the frequency of drops or times when the drops occur?
When the connection drops, are there any electrical devices that had been turned on/off which could cause interference?
Are all phone sockets correctly filtered with a micro filter rather than just the socket the DSL router is connected to?
What is the status of the sync light on the Broadband Router? Solid/Flashing/Off?
Is there a dial tone on the PSTN line?
Has the micro filter been replaced to see if that resolves the issue?
Where your BT master socket is, has the service been tested via the test port behind the master socket? This eliminates any possibility of interference from internal wiring / non DSL sources etc.
When the connection drops, are there any electrical devices that had been turned on/off which could cause interference?
Billing Queries
If you have any questions regarding your first bill, please contact your Account Manager.
If you have any questions regarding any charges that you don’t recognise on your bill, please contact your Account Manager or our Service Department on 0204 542 2333.
The 21st of each month.
If you have any questions regarding any credit notes that aren’t shown on your bill, please contact your Account Manager or our Service Department on 0204 542 2333.
