Frequently Asked Questions

GENERAL

Who are justphone (formerly Phonecard Services)?

More about us

Can I speak to someone?

Yes, Customer Services hours on 0844 804 2802 (option 4) are now 9.30am to 5.30pm Monday to Friday - UK time., with special times on Public Holidays. Account Holders should always quote the relevant account number when contacting us.

Do you guarantee your services?

No one – not even the largest telecommunication companies – can guarantee 100% quality and service at all times. However, we do pledge to do our best to keep our customers making calls and saving money.

Do your call rates change?

Yes, we are continuously monitoring our rates to ensure that they are competitive and reliable. Very rarely rates to particular destinations might increase. Rate changes take place without notice that is why it’s important to pay regular visits to our site.

Are the call rates quoted available at all times?

Yes, except where stipulated (i.e. UK peak and off peak), the rates quoted are available 24 hours a day, 7 days a week.

Do your rates include VAT?

Yes.

Are there any hidden costs?

There are no hidden costs with our service – we will advise you at the outset of any additional charges which you may incur. Unless otherwise stated, rates listed under 10p will be rounded to the nearest decimal place and rates listed over 10p will be rounded to the nearest penny. (Example: True rate = 1.949p per minute, quoted rate rounded to 1.9p per minute.)

What phones can I call from?

You can call from any touch tone phone. This means that when you press one of the keys you can hear a "Beep"


Calling Accounts

 

Why do I need to advise the main destination(s) for my calls?

So that we can select the best service for your needs.

Do I need to choose between different access numbers?

No. Opening one account gives you access to 0800 (FREEPHONE) and to various Indirect Access numbers - see below.

What is the minimum start up cost of a Calling Account?

£25 – this is an advance against calling costs.

Is there a minimum call cost?

Yes. There is a minimum charge of 5p.

How are calls charged?

Calls are charged in one minute increments.

Can I use your service to call from a hotel room?

Yes, but be aware that some hotels may have a policy of surcharging calls made through service providers. You should check beforehand. You might find the other Indirect Access numbers are a better option in this instance

Can I use the service with my mobile?

You would need to check with your network to ascertain what charges will be made to access 0800/0208/0845 numbers. Access to the numbers other than 0800 using any "free minutes package" is very cost effective.

Can I call from UK payphones?

Yes, but there will be a surcharge when using BT public payphones. This rate will be in line with the industry norm.

Can I use my account for calling from overseas?

Our Calling Accounts are for use within and from the UK, except where we have a "roaming extension" available from a particular country, e.g Spain. Please check with us for details. We also have a separate Roaming Service for use outside the UK. Please click on "Roaming Accounts" on the top left hand menu.

How do I open an account?

You can open an account using an on-line registration form or by calling or faxing Customer Services (0844 804 2802) or by e-mailing us at sales@justphone.com

How can I top-up my account?

The easiest way is to select automatic top-up when you register, (provided you are paying with a UK VISA card). The next easiest way is by using our WAM (Web Account Management) system, which you can access using the information provided to you after sign-up, 24/7. There are discounts available for WAM top-ups where the amount is £50 or more. You can also use our on-line top-up form by clicking on "Top-up" or you can e-mail us with your instructions.

How do I pay for opening or topping up an Account?

You can pay on-line using a credit card or debit card, or send a personal cheque to: justphone Ltd., PO Box 8213, Chiswick, London W4 3WR. If you opt for automatic top-up then we will need details of your UK VISA credit card account.

How quickly can you set up my account?

Once your funds are cleared we will open the account straight away (usually within 1 - 2 hours). Applications received overnight will be processed the next morning. We do however carry out certain checks to avoid fraudulent applications being processed. This may delay the opening of your account.

How do I receive my Account details?

These are normally e-mailed to you but they can be faxed or posted.

Why are other accessnumbers also provided with the Calling Account package?

0208/0207/0845 numbers attract the cost of a local or national call charge from your phone service supplier. These rates are lower in the evenings and weekends and therefore add less to the overall call charge - one main advantage of these indirect access numbers number is that they can often be used with mobile phones especially with any "free minutes" allowance.

What does BT charge to access the indirect numbers?

Currently the BT charge is as follows:

  • If classed as "local": daytime - 3.95p; evenings - 1.49p; weekends - 1p
  • If classed as "national": daytime - 7.91p; evenings - 3.95p; weekends - 2p

Are your services suitable for calling non-standard phone numbers?

Our services are not suitable for calling non-standard or non-geographic phone numbers (e.g. national or international Freephone numbers, personal numbers, premium numbers or other audio text services) and if such calls are made they will be charged at rates substantially above the prices advertised.

How does the service work?

It is very simple and full operating instructions will be sent to you with your account details.

Can you register my phones so that I do not need to enter account number and PIN?

Yes, we can set up Accounts to operate with specified phone number(s) – this works on a process known as CLI (Caller Line Identity). You can still use the Account from other phones in the normal way

If I decide to terminate my account can I get a refund?

Yes, we will refund you the credit remaining on the account less an administration fee of 10% (minimum fee £5.00).

Will my account expire?

Yes, the Account will expire six (6) months after last usage.


Roaming Service

How much does it cost to open an account?

You can open an account with a credit limit of £25

How will I receive my account details?

Once your application has been successfully processed we will e-mail or fax your account details to you with full operating details

Are the access numbers toll free?

Yes, all the numbers are international toll free numbers.

Are there any other connection charges?

No, but be aware that calls from payphones and some mobile networks will incur higher charges

Can I top-up the account?

Yes. Simply complete the on-line top-up form, email or telephone us!

Will the account expire?

Yes, 6 months from last usage.

What is the dialling procedure?

  • Dial the access number and wait for the greeting;
  • At the prompt enter your account number and PIN number;
  • At the prompt dial the destination phone number as if you were dialling from the UK
  • Example  to dial USA 001 xxxxxxxx
  • There is no need to dial 0044 when calling the UK.
  • For follow on calls, don’t hang up, just press the # key twice (##) then dial as described above. When you have finished with the service, you should dial *#.

How are calls billed?

The billing for this service is in one minute increments.


just-VoIP Service

What is VOIP? Do I need a fixed IP address (No NAT)?
How good is the quality and will it replace my existing service? 
What do I need to use just VOIP?
I am already an justphone customer; How can I benefit?
Can I use just VOIP with my dial-up Internet?
How do I sign up for an account?
When can I start using the just VOIP service?
Where can I get the Softphone software? 
How do I set up the Softphone software?
How can I get the recommended telephones?
How do I set up the telephones?
Do I have to use the Softphone Software you recommend?
Do I have to use the telephones you recommend?
Can I get an incoming number for my service? What does it cost?
How do I make free calls to other justVOIP users?
What happens if my ISP tries to block VOIP services?

What is VOIP? Do I need a fixed IP address (No NAT)? 
VOIP stands for Voice Over Internet Protocol. No - the service will support devices operating in DCHP mode or with fixed IP addresses.

How good is the quality and will it replace my existing service?
The quality of Internet calls has improved dramatically and is now similar to Mobile phone call quality - which can cost up to 30 times more. However, it is NOT recommended as a replacement for an exisiting landline service - but an additional service, with another phone number. Remember that we have no control over the quality of - and contention ratio applying to - the internet connection that you are using.

What do I need to use justVOIP?

1. For PC to phone operation. you need a PC with the easyVOIP dialler (softphone software) plus Microphone/speakers (or headset).
2. For phone to phone operation, you can use an ATA or SIP phone which connects directly to your router/modem.
3. For 3g phones - examples are iPhones, Blacberry, Android, Symbian and many others - we provide special FREE diallers - software which is downloaded directly to your mobile phone.
4. Broadband or any high speed connection to the Internet
5. An easyVOIP Account

I am already an justphone customer; how can I benefit?
You can benefit from our cheapest possible call rates by opening a VOIP account. Your Calling Accountor Global Callback Account is of course more versatile, as it uses conventional telephone and can be used from any landline or Mobile without an internet connection.

Can I use justVOIP with my dial-up Internet?
Theoretically, it is possible, but we do not recommend it.

How do I sign up for an account?
You simply complete the justVOIP account application and we will send you by e-mail, your Username, Password, Web ID and (if needed) the IP address of the service. You will need these three bits of info to simply set up your 3g phone, softphone or ATA device and to access the on-line management information.

When can I start using my justVOIP service?
Your service is "live" when you receive your welcome email and instructions plus your Username Password Web ID and/or IP address. For PC to phone, you can start making calls immediately you download and install the software. Downloading over broadband, installing and configuration usually takes 2 minutes or less.

Where can I get the Dialler or Softphone software?
You can in fact use many different types of SIP Softphone software. Currently, we recommend our own PC2Phone dialler available here for download because it supports G723 and G729 codecs which means the calls take less of the bandwidth in your internet connection. We will advise you where to download our 3g Diallers

How do I set-up the Softphone Software?
For set-up, please follow the installation instructions for the software, followed by our simple instructions here.

How can I get the recommended SIP telephones?
The recommended hardware devices are available through reputable distributors. We will not normally supply them to you. You need to order them directly from the firm or a recognised distributor.

How do I set-up the telephones?
By reference to the manufacturers' instructions. The only items of information you will need from us are the Username, Password and IP address of the service, which will be in your welcome email, after you sign up.

Do I have to use the Softphone Software you recommend?
No you do not. However, we will be unable to support any other if you have difficulties in using the service.

Do I have to use the SIP phones you recommend?
No you do not. However, we will be unable to support any other if you have difficulties in using the service.

Can I get an incoming number for my service? What does it cost?
Yes - there will be limited numbers from the USA. The cost has not yet been decided.

How do I make free calls to other justVOIP users?
This facility may become available in the future.

What happens if my ISP tries to block VOIP services?
justVOIP diallers have an inbuilt VPN programme which has been very effective in preventing the blocking of SIP calls.

If you have any further questions not covered above, please contact us