FAQ

Will I have to pay an installation charge?

If you’re switching your phone line from another supplier, there’s no charge.
If you’re taking over a working line, there will be a £40 takeover charge.
If we need to install a new line (or reconnect a ceased line) or socket, the charge is £130
If you need multiple new lines, there may be a charge for each line.

How long will it take to get my broadband up and running?

It depends on what you’re after and local availability, but our minimum lead times are –

To switch broadband from another supplier
10 days

To switch broadband and phone line from another supplier
14 days

Install new phone line and broadband
10 days (5 days with additional charge)

Static IP Address

If you’re running servers, websites, or FTP hosting, you’ll need one of these.

A static IP address is unique and does not change and will enable you to:

– Connect to your computer from anywhere in the world
– Run your own email server (and associate it with your domain name)
– Point domain names to your servers and equipment
– Set up your own secure Virtual Private Network
– Run your own website and FTP server
– Run CCTV off your network

1 static IP address – Free

5 static IP addresses – £10.00 a month.

Unlimited Data Transfer

Download and upload as much as you like – there are no data limits on any of our business broadband products.

How Fast will my broadband be?

We always give you the best broadband speed possible on your line. To see how fast your business could go, use our broadband speed checker to see an estimate of your line.

Which Broadband Type is best for me?

We have several types of broadband: Superfast Fibre, standard Broadband and leased lines

ITP Superfast Fibre gives you a superfast fibre optic broadband connection with average speeds of 67Mb. This lets you do more online, for office environments this is recommended if you have several users sharing the same connection. It’s great for downloading or streaming, or uploading content with speeds of up to 20Mbps. If you use VOIP (voice over internet protocol) phones Superfast 2 is the package for you.

If you can’t get Superfast Fibre or if you rarely download content or have fewer devices, standard Broadband is ideal for you.

Leased line connections give your business a dedicated, uncontended bandwidth with speeds of up to 10Gbps, these connections are symmetrical upload and download meaning you get the same upload speed as your download speed. Further helping you get the most out of your connection. All connections are professionally installed and tested prior to handover and we can offer assistance with integration to your current environment.

What is the lead time on colocation

We are able to locate your server in our data centre very quickly, we are happy to work around your timeline to install kit and are happy to install in stages should it be required. For example if you are relocating from another datacentre and need to do a staged migration.

Do you provide IP Addresses

Yes, we supply 2 IP addresses with our single server colocation packages. IP Address space for our quarter, half and full rack customers is available should it be required. Please speak to a member of staff to discuss your requirements.

Do you offer remote hands?

Yes, our team are available for remote hands either ad-hoc or via a schedule.

What Space is available?

We offer the following colocation options:

-Single Server Colocation (1U to 4U)
-Single U Space (1U to 6U)
-Quarter Rack (10U)
-Half Rack (20U)
-Full Rack (42U)

Quarter, Half and Full Racks are lockable and private to you.

What Power is available?

We understand that power requirements are individual to the customer, therefore we can offer a range of power options based on your individual requirements. Power ranges from 0.5a up to 32a on a single supply, multiple power supplies can be added to your rack if required. Please speak with to our sales team for more detail, if you are a current customer please speak with your account manager should your power requirements change.

Is bandwidth usage unlimited?

Traffic is unlimited for bare-metal servers. However, since the network resources are shared between our customers, the bandwidth (for customers who have not signed up to the guaranteed bandwidth option) is subject to a fair usage rule. To guarantee the very best service for all of our customers, Data Cellar reserves the right to limit a service’s outgoing public bandwidth by up to 50% if it negatively affects network quality for other customers.

Do I get IP addresses with a dedicated server?

Yes, each dedicated server is allocated 1 public IP address, you are able to purchase additional IPs from the customer panel.

Can I upgrade my server?

Absolutely, if you find that you need a more powerful server, please get in touch with customer support where we can help select an appropriate server for your needs, and if required assist with the migration.

Can I power cycle remotely?

Yes, as a dedicated server customer you will be provided access to your own customer panel where you can turn your server off and on, see advanced usage stats and reinstall your OS

What Operating Systems do you support?

We have a range of operating systems ready to instantly deploy, these include;

Windows Server 2016 & 2019
Centos 7 & 8
Ubuntu 16.04 & 18.04
openSUSE

How does assisted setup work?

When you place an order for your new phone system, one of our friendly team will contact you via email to confirm your order and arrange a suitable time to call you to help setup your new phones. If you already have existing phones this can be completed on the same day as the order or if you have ordered phones these we will contact you once these arrive to assist with setup.

Assisted setup includes the following;
-Configuration of extensions on our system based on your requirements
-Configuration of extension account on each phone
-Confirmation that each extension is able to make calls between extensions, make external calls and inbound calls are working.
-Demo of customer portal to administer your system
-Demo of individual user control panel

Prior to your setup call please ensure the following;
-All phones are powered on and connected to your network
-Any firewalls installed on your network allow UDP traffic on port 5060
-If possible we may remotely share your screen to speed up the delivery of your phone service. To do this please ensure a laptop or desktop computer is available and connected to the same network as your phones

Where can I find a breakdown of call and other charges?

We have created a simple to use call cost lookup form, simple click the below where you can see all worldwide rates and all other charges associated with our service
Call Rates and Charges

Can I pay via Direct Debit

Of course!

Your first payment is taken via credit/debit card, the day you signup becomes your invoice date, so signing up on the 10th will mean you are billed on the 10th of each month. This can be changed to a more suitable date for you by contacting support.

If you wish to switch to Direct Debit please let us know via your customer panel and an online Direct Debit form will sent to you via email which takes less than a minute to complete and gives you peace of mind that all payments will happen automatically in future.

Can I add more phones in future?

Sure, the majority of our customers start with a few phones and add more over time. To add more phones simply send us an email with the requested extension numbers and names and these will be added right away. Billing will be adjusted pro-rata to your billing date so you only pay for what you use.

Assisted setup is available for additional extensions if required. Please contact us if you need a hand getting these setup.

If you need to reduce the phones you have with us simply drop us a line in the same way and we will remove the requested extension. You can make as many changes to your account as you like, we are here to help as your business grows.

How long does a number transfer take?

Number transfers, known as a ‘number port’ can take up to 14 days to complete, please submit a port request from your control panel and confirm that you have authority to complete the port. This normally requires you to be the account holder or have the authority of the account holder to make this request.

Once we have received your port request we will process it and advise of a target port completion date. This date will then be confirmed once the current provider has accepted the port.

Please note the details submitted must match those held by your current provider. including Full name, address, postcode and account number. Once a port request has been submitted a charge is added to your account. If incorrect details are provided the port is rejected you will be charged to resubmit the port request.

On the day of port completion we will confirm the port has been completed and confirm inbound calls correctly routing to your phone system provided by us.