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Voipfone Broadband Support & FAQ

If you are experiencing problems with your Voipfone broadband, please either call or email our Technical Support team, who will be more than happy to help you resolve any issues you may have. Below you will find answers to some of out most common questions.

Why Don't You Provide Email or Web Hosting?

This is a specialised access product designed specifically for voice - although it will work for all other internet purposes too of course. By not providing the usual 'total' internet package including 'free' routers and short term deals, we can keep the price of the service that you are really using it for as low as possible.

Voipfone Broadband for Voice is often used on a second line with normal internet usage on a separate connection to prevent interference.

We may provide additional services as separate products at some point if we find customers asking us for them.

How Many Simultaneous Calls Can I Have Over This Service?

The number of simultaneous calls you can achieve is a function of the bandwidth available to you and the quality of the voice codec in your telephone.


First check the bandwidth that you are likely to achieve using our line test. In practice your upstream bandwidth is the limiting factor but luckily this will almost always be close to 800kbs.

Voice Codec

For high quality calls (much better than normal telephony) we recommend the use of the g711a codec. This codec uses about 100kbs which will allow 8 simultaneous calls on a 800kbs connection.

For call quality equivalent to a good mobile phone call (normally indistinguishable from a normal landline) we recommend using the GSM codec which uses about 35kbs giving around 23 or more simultaneous conversations.

Codecs are readily switched in most telephones so you can easily test which works best for you.

How Do I Transfer From My Existing Broadband Provider?

You will need to send us a signed letter authorising us to to transfer your broadband, plus a copy of a telephone bill confirming your name, address and telephone number. Please email these to administration@voipfone.co.uk or fax to 020 7043 5556.

Will There Be Any Downtime If I Move to Voipfone Broadband?

If you are migrating from a BT wholesale service ie you still pay a monthly line rental to BT for your ordinary telephone line, then there will be no downtime - your existing service will stop on the day that we advise and you can then immediately re-register to Voipfone.

Most UK broadband is provided by BT Wholesale and re-sold as another company's re-branded service so you don't have to be using BT Internet to have no disruption of service.

If you have switched your BT telephone landline (ie not just your broadband but also your telephone service) to say TalkTalk or one of the other landline (LLU) providers there will be some downtime as your telephone line - not just your broadband connection - needs re-providing by BT.

Can I Migrate Without Having to Pay a Setup Fee?

There is no migration charge if you change from a service that is currently using your BT provided telephone line. If your broadband is supplied by a cable operator such as Virgin/NTL or if you have swapped your BT line for a LLU (Local Loop Unbundled) service provider such as TalkTalk your line needs to be re-provided by BT.

What Does Privately Peered & Voice Prioritised Network Mean?

With our broadband service you are connected directly to our telephone equipment over a privately owned and managed network - a little like your own office LAN - no general purpose internet transit routers in the way to slow things down.

Voice prioritised means that we look at the traffic being sent across our network to make sure that voice services get to where they want to go without restriction - if other internet traffic suddenly spikes - we prevent it interfering with you telephone call.

Got a question?

New technology can seem confusing at first, but don't worry, we are here to help!

Your call, email or chat will be handled by one of our real live
customer services representatives - no AI, no bots!

Got a Question?

You can speak to one of our Customer Service representatives by calling our dedicated Customer service line on 0345 868 5555 and we will be happy to answer any questions you have.

Configure Services

Log in to your online control panel to configure your services. With Voipfone's online control panel you can manage your account in real time, from your PC anywhere in the world.


You can try our service for FREE - without risk or commitment. Firstly, we'll give you a free incoming 056 telephone number so that people can call you from ordinary telephones.