Call us on 0333 240 9100 Email: info@deepbluetelecom.co.uk

Frequently Asked Questions

Please find below a list of frequently asked questions, if you cannot find what you are looking for or you require further information please do not hesitate to contact us.

Billing

Can I have my monthly invoice emailed?

Can I have a copy of my invoice re-sent?

I would like to start paying by Direct Debit, what do I need to do?

I have changed my bank details, what do I need to do?

Can equipment be billed on my monthly invoice?

Can I have details of the calls made on our lines?

Troubleshooting

One of my services isn’t working, how do I get help?

How do I make sure I am getting the most from my services?

How do I reboot my router?

Can you help with a line fault?

Can you help with telephone system maintenance or faults?

Broadband

Can you find out what download and upload speeds I can expect if I set up a broadband service with Deep Blue?

What is fibre broadband?

Why use fibre broadband?

What is fibre to the cabinet (FTTC)?

What is fibre to the premises (FTTP)?

Other

Can I have services on my telephone line, like call diversion, without having a phone system?

Can you help me set up a domain name?

 

 

Billing

Can I have my monthly invoice emailed?

YES– If you didn’t request this when you joined Deep Blue, you just need to confirm the email address you would like your invoice sending to by completing our contact details form.

Can I have a copy of my invoice re-sent?

YES– We can resend your invoice to your registered account’s email. If you would like a copy invoice sending to an alternative email address, this request must come from your company’s named contact. Hard copy invoices can be posted out to you on request.

I would like to start paying by Direct Debit, what do i need to do?

Simply print, complete and sign a copy of the DD mandate and return it to us at the address on the form. Unfortunately we are unable to accept scanned and emailed copies at this time.

I have changed my bank details, what do I need to do?

Please send us an updated DD mandate with your new bank details as soon as possible. If you are unable to do this in time for the next payment to be taken, please contact us on 0333 240 9100 or accounts@deepbluetelecom.co.uk where we will be able discuss alternative arrangements for you.

Can equipment be billed on my monthly invoice?

YES– New and replacement equipment can be billed on your monthly invoice with the 30 day terms still applying.

Can I have details of the calls made on our lines?

YES– Our monthly invoices include full itemisation on all calls above 10p, from each phone, even separated out by extension number. If you are using Horizon then you can view your call history at anytime either on the handset or on the online portal. Just search the knowledge base for a handy ‘how to’ guide.

 

Troubleshooting

One of my services isn’t working, how do I get help?

For urgent issues you can contact us on 0333 240 9100. During office hours you will be put through to one of our support team who will be happy to assist you in diagnosing and resolving your issue. Outside of office hours a message will be sent to the on call team who will call you back to assist you. As soon as an urgent out of hours issue is received, we start working on it so there may be a delay in us calling you back while we begin diagnostics.

Non-urgent issues can be reported by emailing theteam@deepbluetelecom.co.uk or using our contact form.

How do I make sure I am getting the most from my services?

As a Deep Blue customer you will have access to our website knowledge base which includes a wealth of information about our products and services, including easy to follow user guides to make sure you get the most from your setup. Our knowledgeable staff and engineers are continuously training and using our products to keep up-to-date with the constant changes and advancements happening in the telecoms world. We offer training sessions and guided setup sessions for many of our products, for more details or to book training please contact us.

How do I reboot my router?

Power off, wait 10 seconds and then power on. In some instances we may ask you to power your router down for longer as part of fault resolution.

Can you help with a line fault?

YES– We will run the initial line tests and liaise with Openreach if the fault needs an engineer appointment.

Can you help with telephone system maintenance or faults?

YES– Even if your system was not originally supplied by Deep Blue. Our team of experienced engineers cover many of the major brands and we are often able to source replacement parts and accessories, even for legacy equipment.

 

Broadband

 Can you find out what download and upload speed I can expect if I set up a broadband service with Deep Blue?

YES– If you have an existing line number we can get information on the capacity at your exchange, the line length between your premises and the exchange and the quality of the copper in this wire. This information allows us to tell you exactly what kind of broadband services are available and what speeds you can expect. If you don’t yet have a line then we simply need your postcode.

What is fibre broadband?

Fibre broadband is broadband that is transmitted, in part or full, through fibre optic cables as opposed to the solely copper wiring used in traditional broadband. This gives much faster up and download speeds.

Why use fibre broadband?

One of the limitations of copper cabling is that it’s ability to transmit data at high speeds decreases over distance, meaning the further you are from the exchange; the slower your internet will be.

With fibre this is much less of a problem. While some loss of speed will still be observed, it is at a lesser extent to that of copper and when added to the fact that fibre can carry faster initial speeds it means a faster connection.

What is fibre to the cabinet (FTTC)?

Fibre to the cabinet is the most common type of fibre broadband, where the cabling connecting an exchange to a street cabinet is made of fibre optic cable as opposed to copper. The cabinet is then connected to individual sites using traditional copper wire.

What is fibre to the premises (FTTP)?

Fibre to the premises is where the cabling connecting an exchange to a customer’s site is made entirely of fibre optic cable. Unlike fibre to the cabinet,  fibre to the premises uses no copper cabling between the customer and the exchange. This means even less loss of speed over distance.

 

Other

Can I have services on my telephone line, like number presentation or call diversion, without having a phone system?

YES– These services are available on a monthly rental basis and are set up at the exchange.

Can you help me set up a domain name?

 YES– We partner with a hosting company to provide a range of web hosting services which can be billed on your monthly invoice.

 

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