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 are the benefits of hosted telephony?

Hosted telephony offers a variety of benefits especially for SMEs, who need agile, consistent and cost-effective solutions, including:

  • Robust, reliable communications
  • Flexibility as standard
  • A cost-sensitive solution

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.

How will the big landline switch affect me?

The last few years have seen us all embrace change via technology more than ever, from the use of mobile phones, applications and video calls. Your previous landline phone will still work when the big landline switch-off happens when connected to the internet router.

One consideration to make when transitioning to VoIP is that it is not compatible with some monitored alarm systems, which commonly connect through phone lines. If you use an alarm system at your property, you should contact your alarm company in advance.

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 tell me what kind of broadband speed I can expect?

YES– If you have an existing line number we can get information specific to your line. If you don’t yet have a line we can use the site address to get information on typical speeds in that area. This information allows us to tell you exactly what kind of broadband services are available and what speeds you can expect.

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.

Is a hosted phone system secure?

Many people wonder if hardware-based systems are safer, simply because having on-premise solutions seems like it gives businesses more control. In reality, having dual security measures from both the provider and the end user means hosted systems can be more secure. It’s simply a matter of putting the right security procedures in place.

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. On the portal go to Statistics > Advanced Statistics. Here you can use the search fields at the top of the page to find the call or calls you are looking for. You can also download a csv file of these calls by clicking the download button.

What are the benefits of VoIP?


  • Saving money is one of the major reasons many are migrating to digital phone services. Digital Voice allows you to adapt the package as is necessary and can help prevent surprise costs at the end of the month which sometimes happens with traditional landline service.
  • Both internet and voice communications will use a singular digital network with Digital Voice, allowing users experience reduced maintenance costs when it comes to repairing traditional phone wiring.
  • With a traditional landline service, you usually pay service charges, for the installation, repairs and maintenance costs.


  • VoIP incorporates special features such as voicemail, call waiting, call barring, and call diversion
  • VoIP also has a special feature that helps blacklist nuisance calls
  • VoIP offers HD-quality calling, and the call barring option helps prevents calls from being made to high rate or international destinations so you do not exceed costs.

How does hosted telephony work?

Unlike traditional telephony, which relies on physical copper telephone lines, hosted telephony uses the internet to send voice data through the local phone exchange. This gives you a telephone system that’s hosted in the cloud, meaning you can use IP handsets, mobiles, or even a desktop application to make and receive calls.

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

YES– We can resend your invoice to your accounts registered email. If you would like a copy invoice sending to an alternative email address then this request must come from your company’s named contact. Hard copy invoices are available on request.

What is the big landline switch-off?

The pandemic has highlighted that we rely on the internet more than ever. The switch-off will allow cheaper and higher quality phone calls throughout the UK.

It’s the gradual processing of shifting from an analogue phone line to a digital line, which is made over an internet connection. The Public Switch Telephone Network (PSTN) and Integrated Services Digital Network (ISDN) will both be switched off completely by 2025, with stop sell already taking placeThis means both businesses and homeowners will shift to digital voice rather than through the traditional phone lines which is carried over copper wiring.

Internet communications have meant landlines are becoming less popular, with telecommunications companies highlighting how PSTN equipment is costly to maintain and lacks high-quality calls. Traditional telephone lines can be unreliable due to their infrastructure of copper cables which are impacted by external hazards such as weather conditions and being underground.


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.

Because this is a full fibre connection, it will not be affected by the PSTN swicth off.

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. Openreach are due to withdraw the copper PSTN in 2025 so there is currently a lot of work going ahead to get full fibre connectivity to everyone.

What is fibre to the cabinet (FTTC)?

Fibre to the cabinet is currently 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.

This type of service will be withdrawn as part of the PSTN switch off in 2025.

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.

Why are we moving from the traditional landline?

Currently, the UK is slowly withdrawing the old copper network and moving everyone to digital only. By replacing old-fashioned phone lines with electric cables, calls will be made over the internet providing a more cost-efficient option than traditional wiring.

What is VoIP and how does it work?

Voice over Internet Protocol (VoIP) simply refers to the future of landline services shifting over to digital technology. This will allow you to make telephone calls over an internet connection and will include built-in features such as a voicemail service, call divert and call waiting. For traditional landline users, your existing telephone handset will need to be connected to your internet router for seamless service.

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 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.

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 these will be answered during business hours.