Frequently Asked Questions

GENERAL

In March 2018 we upgraded our US$ Calling Account Service. This meant that for security reasons, some existing US$ Calling Account customers were re-issued with new account details with new access numbers.

  • All customers were sent full new account details to their registered email address as recorded on our subscribed Calling Account Customer e-mail lists - see our new Privacy Policy for a full explanation as to how we use these lists.
  • To re-subscribe to our Customer e-mail lists, please e-mail us as below confirming which e-mail address you would like us to use.
  • If you have not received any information, please e-mail us at admin@justphone.co.uk or complete our Contact Form

Who are "justphone"?

The trading name for Phonecard Services Ltd established as a UK company in 2000

More about us

Can I speak to someone?

In our experience, any telephone query we have ever had has been transferred to either an engineer or accounting which has delayed the response process. So - in line with many modern internet-based companies - we do not now have a customer service number as such. We recommend e-mail contact or using our Chat Messenger Service (below bottom right of the page) because this will be dealt with as quickly, if not more so, and will be immediately forwarded to the correct department. Calling Account holders should always quote the relevant username/account number or PIN when contacting us.


What is a Calling Account?

A Calling Account we describe as a back-up telephone service to complement - and not to replace - the existing home or business telecom service provided by your local home landline and/or mobile network. It has important additional features, including the ability to make most international calls more cheaply, and can be used to make calls either via the internet, or from overseas and other locations, avoiding the expensive roaming charges used by Mobile operators. Where internet is freely available, Calling Accounts offer an alternative to traditional telephony, with certain exceptions - for example the calling of "shortcode" or emergency numbers.

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. Sometimes there may be significant rate increases to particular destinations where there are international network issues or Fraud problems totally unrelated to us. Rate changes take place without notice that is why it’s important to check with your secure Calling Account Web Access Management portal.

Are the call rates quoted available at all times?

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

Do your rates include VAT or Sales tax?

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 10c will be rounded to the nearest decimal place and rates listed over 10c will be rounded up to the nearest penny. (Example: True rate = 1.949c per minute, quoted rate rounded to 1.9c 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.

Why do you provide both US$ and Euro Calling Accounts?

Each service has different routing available and is run from separate secure servers (or exchanges/telecom switches) and with different base currencies relating to the location of the Network providers. Having two systems benefits from justphone having some service redundancy. Generally speaking, the Euro based service is better suited to UK and European/EU based Customers and the US$ based service to UK, US customers and the Rest of the World

Do I have to pay in $US for credit to my US$ Calling Account?

The currency associated with your US$ Calling Account is determined on sign up, and may be either GBP£ US$ or Euros. Subsequent payments should be made in the same currency.

Can I have both a US$ and Euro Calling Account?

Certainly. Some of our customers have both Euro and US$ Calling Accounts

Can I switch my call credit between a US$ and Euro Calling Account?

Certainly. The minimum transfer of credit from one existing Calling Account to another is US$10 £10 or 10 Euros. To set up a second Calling Account requires a transfer of £25 or currency equivalent

Do I need to choose between different access numbers?

No. We will inform you of the international access number needed to operate your Calling Account depending on where you are located - either internationally or in a specialsed location such as an offshore rig or ship or in an establishment that only allows Freephone Access numbers. Please see our access number page for more information

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

£25 or $25 or 25 Euros – this is an advance against calling costs.

Is there a minimum call cost?

Yes. There is a minimum charge of 5c.

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 that call-back (US$ Calling Account) is a better option, or, with Internet Access available. you can use the justphone app or the dial-pad facility available through your WAM

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 local access numbers we provide. Access to the numbers other than FREEPHONE using any "free minutes package" is very cost effective.

Can I call from Payphones?

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

Can I use my account for calling from overseas?

Yes - our Calling Account Service is designed exactly for this purpose. Our Calling Accounts can always be used to make calls via the internet with our mobile apps or WAM dial-pad. We provide international local access numbers and special 0800/0808 Freephone numbers for use within the UK and from certain offshore rigs and ships which use a UK telecoms network. Finally, we have callback, which is a feature available with our US$ Calling Accounts

How do I open an account?

You can open an account using our on-line registration form or by e-mailing us at sales@justphone.co.uk

How can I top-up my account?

The easiest way is to select automatic top-up on the application form when you register, (provided you are paying with a Mastercard or VISA card). US$ Calling Account holders can make instant top-ups in £ GBP, US$ or Euros using their WAM (Web Account Management), which you can access using the information provided to you after sign-up, 24/7. There are discounts available for WAM top-ups. You can also use our on-line top-up form

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

You can pay on-line using a credit card or debit card, or use PayPal. 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 on occasion, details can be sent by SMS.

Why are other access numbers also provided with the Calling Account?

Local country roaming access numbers attract the cost of a local or national call charge from the local phone service or primary network suppliers. In the UK for example, these rates are lower in the evenings and weekends and therefore add less to the overall call charge - one main advantage of these access numbers is that they can often be used with any "free minutes" package or allowance available from your primary telephone or network provider.

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, Directory Enquiries or other audio text services) and if such calls are made they will be charged at rates substantially above the prices advertised. 999 or other International Emergency numbers or short code access numbers cannot be dialled

How does the service work?

Calling Account Customers are provided with a username and password/PIN - normally six or seven digits. This allows access to your online account management service, and the secure 6 or 7 digit cardnumber/PIN/password is all you need to remember for making calls. 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/or PIN?

Yes, providing you are using the correct access number: you can either do this yourself using WAM or we can set up your Calling Account 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 £25 $25 or 25 Euros

How will I receive my account details?

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

Are the access numbers toll free?

No - with the exception of special UK services, access numbers provided are country specific local access 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. Either through WAM for US$ Calling Accounts or simply complete one of the on-line top-up forms, or e-mail us!

Will the account expire?

Yes, 6 months from last usage.

What is the dialling procedure?

  • Dial the appropriate access number and wait for the greeting;
  • When requested, enter your personal 6 or 7 digit cardnumber/PIN
  • You will then be asked to dial your destination phone number: remember to use the full international dialling code (for UK 0044)
  • Other Example  to dial USA 001 xxxxxxxx
  • 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

NB. Our new Calling Account Service uses VOIP technology and now offers the same service as described below - making internet calls via your Calling Account utilises VOIP. If you own a just-VOIP account the new Calling Account technology has replaced and upgraded the just-VOIP services. Username and password/PIN remains the same and you have access to the same WAM with the new dial-pad facility and smartphone app. Existing diallers or ATAs will continue to work as before.

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 a 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 just-VOIP 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 just-VOIP?

1. For PC to phone operation. you need a PC with VOIP 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/4g/5g phones - examples are iPhones, Blacberry, Android, Symbian and others - there are many free dialler apps and software which can be downloaded directly to your mobile phone.
4. Broadband or any high speed connection to the Internet
5. A just-VOIP Account

I am already a justphone customer; how can I benefit?
You can benefit from our cheapest possible call rates by downloading our new justphone app or using the WAM dialpad facility. Our Calling Account or Global Callback Account is of course more versatile, as it also uses conventional telephony and can be used from any landline or Mobile without an internet connection.

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

How do I sign up for an account?
You can do this via the justphone app. Otherwise, if using other software, you simply complete the just-VOIP 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/4g/5g smartphone, softphone or ATA device and to access the on-line management information.

When can I start using my just-VOIP 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 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 justphone app because it supports the majority of codecs -including video codec - which means the calls take less of the bandwidth in your internet connection.

How do I set-up the Softphone Software?
For set-up, please download the software, available from Google Playstore (Android) or iTunes (iphone).

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 - please see our Private Number Service

How do I make free calls to other just-VOIP users?
By using the free Chat software available on the justphone app

What happens if my ISP tries to block VOIP services?
just-VOIP 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