Need Support?

0800 038 5495

Monday to Friday 9am to 6pm and Saturday 9am to 2pm

Call to action

Signing up to V4

Answer: Switching over to V4 is a very simple process. We send a notification to your existing supplier that we are intending to take over billing for your fixed line services, However we do recommend that you check with them regarding any cancellation fees and understanding your final bill from them.
Answer: In most cases, when transferring your fixed line services to us there is no interruption to service but on the odd occasion there may be a little glitch beyond our control which means a small amount of downtime is experienced but rest assured we do everything in our control to ensure there is no downtime suffered. The only exception to this is your broadband service which as we state below in our broadband section can transfer at any time until midnight on the day of transfer, so there may be an element of downtime in this scenario which will be minimised as much as possible and usually doesn't last for any longer than 1 hour from the point your old service stops working.
Answer: There will be no change in your number, it remains the same.
Answer: You would need to contact your current provider until the transfer date. After the transfer has completed you should contact V4 Telecom.

Billing and Payments

Answer: V4 invoices monthly.
Answer: The first invoice will include charges on a pro rata basis for the part of the month in which you transferred plus one month in advance.
Answer: V4 encourages payment by Direct Debit. Payments are also accepted by Debit/Credit Card and cheque. Payments by any method other than Direct Debit incur an admin charge of £8.99 per month.
Answer: Our invoices are not fully itemised, however you have the functionality to obtain a detailed call itemisation when you access your account online in the ‘Account Log In’ section of our website
Answer: Yes, £2.99 for paper billing. However e-billing is free of charge.
Answer: Yes it is, you would need to register to access My Account, where you can view, and download, print and save your statements.
Answer: Debit and Credit Card payments are processed the same working day. Cheques are processed the day it is received, however allow 5 working days for the cheque to reach us. Please write your V4 account number clearly on the back of the cheque.
Answer: We suggest you make a card payment as well as update your new Direct Debit details via the My Account option on our website. Alternatively you could contact us immediately to make a Credit/Debit card payment. You can use either the automated payment system or speak to a member of the Customer Services team. We will then need to re-set your direct debit for any future payments.

Services

Answer: Yes, V4 installs new lines. The cost of new line installation is £65 + vat.

Moving Premises

Answer: Please contact us a month prior to the move and provide us with the detailed information. Feel free to Contact Us for more information
Answer: If you are moving within the area covered by your existing telephone exchange, you should be able to take your existing number. Feel free to Contact Us for more information.
Answer: There are two options available should you not be able to retain your number:
a) Caller Redirect is a recorded message which prompts callers to your new number. This costs £9.99 per month.
b) Remote Call Forwarding is a diversion to your new number. This costs £30 per month plus the cost of the diverted calls. Feel free to Contact Us for more information.
Answer: The charge to transfer your number to a new line at your new premises is £65 + VAT. Feel free to Contact Us for more information.
Answer: Yes, this is part of the premises move service we offer you. A member of the Move and Change team will contact you to arrange an appointment date and time.
Answer: It is very difficult to provide a committed timescale as each move is unique. However, you should inform us a month prior to your move and it may take around 2 weeks for move to complete.
Answer: Yes, we will utilise any additional available services we can offer to minimise the impact to your businesses.

Fault

Answer: You would need to contact the V4 Telecom customer support team.
Answer: Your phone line is part of the BT Openreach network and BT Openreach engineers will repair the fault on the line.
Answer: This would vary as it would depend upon the nature, location and availability of the engineer in the affected area. The commitment time is 72 working hours for standard lines. However, there are different care levels based on priority at an additional cost per month.

Broadband

1. Restart your computer
2. Restart your router
3. Use alternative ADSL filters (if possible)
4. Use alternative router (if possible)
5. Close any software on your computer which uses the connection – including games, peer-to-peer software, email programs, messenger programs and webpages

There are many factors in determining your broadband speed, the most common can be found below:

• Line length: Distance from your premises to the local BT exchange
• Noise on line: Quality of lines varies from line to line. You could have two lines in same premises, but the speed may be different due to the quality difference on both.
• Interference: street lighting, car navigation systems, TVs, home central heating and other electrical devices, can interfere with the DSL connection and cause speed and at times the connection could be intermittent and appear as slow.
• Router: A Faulty or an old router on the verge of breaking down can cause slow speed where it is not able to maintain a stable or highest possible sync rate in accordance with the line statistics.
• Micro filter/internal wiring: Micro filter a wiring between the BT socket and router a wiring between the router and the PC/laptop can all cause slow speeds. By replacing each one by one can in most cases narrow the problem down and resolve it.
• Heavy utilisation: If the connection is being shared by many users it can appear as slow due to the speed for each user being limited as they are sharing the bandwidth.

No, unless you have a maintenance agreement with V4 Telecom. Please note, maintenance covering your phone system will not cover your internal IT equipment.
Warranties on our routers are one year
Generally no as this is the agreed date provided by Openreach, However there is an escalation process that can be followed to potentially bring your live date forward should there be an urgent need for the live date to be sooner but this facility does carry additional cost. Please contact our support team for more information.
Unfortunately no, the broadband could go live any time up to Midnight on the agreed day

What our
customers are saying

you were able to help in a timely, efficient and friendly manner. I would rate the experience a 9 out of 10, highly recommended.
- ANDREW SCAWEN
[4/5] so helpful & giving me follow up call to check everything was work
- VALERIE ASSAN
Were we able to answer all your queries in a timely manner?
- yes
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being the best:
- 8
Your comments:
- good service, team was trying very hard to fix our phone problems.
- Woraphat Onthong
My rating for your service is 10 because the lovely man Sam did not stop until he solved my problem thank you very much
- Sheila Morrison
My problem was resolved very quickly and I would like to score you 10 for the way you dealt with me and your truly professional manner
Many thanks
- Brian Davis
I would like to thank you for your excellent help this morning. You were very patient with me. I really appreciated your help
Excellent work
- Lucille Terry
10 very good
- Charlie Hentschel
10.
Great to talk to a person who knows their job.
- Jed Hollamby
Answers to A/C query satisfactorily answered.
Difficulty accessing my V4 A/c solved with new Webmail user name and password.
No outstanding problems. Thank you for your attention.
- Brian Makin
The service that I have been receiving from you has been 10 Me is not going to deny. Your workers have been polite and helpful and been to me every time I spoke to them! May da one above bless all of you.
- Asma Hussain
Its 10 very happy with gentlemans service v good asset for your company
- Kamran
Today I started a chat with the agent regarding technical issues we were experiencing at 3 Warwick Road, N18 1RR branch and I am totally amazed how efficiently my complain was handled. The chat room staff was knowledgeable and dealt my concerns with astonishing speed. In a space of couple of minutes I received a call from technical support staff of V4 telecoms who took this complaint with great intention of resolving the risen issue with the line.
Many thanks and I wish your prompt and efficient services to last forever as surely it is very beneficial to the customers' satisfaction.
- Syed Bokhari
Were we able to answer all your queries in a timely manner? YES
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being excellent: 10
Any Further comments: VERY SATISFIED THANKYOU
- Philip Harris
"My questions were looked into and answered very acceptably in a timely manner. My rating is 9 due to a slightly long call but all fine. Thank you for sorting things out for me."
- Rev'd Kim Weeks
"10 very satisfied Sam was very pleasant and helpful also very patient great service thank you"
- Mrs. Lillian Nester Richards
"Am very satisfied with your service and on a scale of 1/10 award your and the company a 10"
- David
"10, EXCELLENT SERVIVE FROM SAM. CAN NOW CONNECT TO BROADBAND"
- Mrs Julia Holt
"My questions were answered with out delay all I wanted to know and I give it10 it was nice to speak to you and thank you for your help"
- Brenda Moore
"Sabita was charming, polite and efficient. "
- James
"Thanks to Soumen Sancar for his patience and help for two OAP's who were completely useless at using a coputer. He was absolutely marvellous and kind to us during the session this morning.. Terry and Pat Mcloughlin."
- Pat Mcloughlin
"I have had many problems since changing my broadband to v4telecom, but I have been very impressed with Swarnava Chakraborty alias Sam. Sam has been extremely helpful throughout and the professional approach he showed toward me through this problematic experience is highly commendable. I hope this helpful approach continues throughout my contract with v4telecom. "
- Alan Burke
"Yes Royce was informative and friendly and helpful"
- Deborah Hargreaves
"Hi Justin, Thank you very much for your help and time. The customer service representative was very helpful and resolved my issue. So far my queries were answered in a very polite and manner ways. Out of 10- it's being the best! "
- Dr Asel Usupbaeva
"Hello Nisha I could not answer the questions by amendments to your mail So can I say that my answers are yes to those applicable. With respect to a rating it's a difficult question, without more experience I hesitate to give 10. 9 would be reasonable with the comment that it has been the best I have met in dealing with telecom companies. "
- Alan Hazlewood
Thank you so much for the help and support you gave me today with my queries about my Broadband, connection, speed and the 'workings' of my pc You were very helpful, considerate, respectful and attentive to my questions and able to answer and deal with all of them. What a difference this makes to someone of my generation who is not as 'savvy' with the workings of her pc and broadband. I have no hesitation in saying your support was excellent and I will recommend your company to others. 10 out of 10. Thank you again."
"I would like to say thank you for the help you have given me with my telephone and broadband. Pushkar was polite and responded very quickly when I was having difficulties-fixing my problem very efficiently. "
- Jackie
"By using V4 we managed to replace our old equipment with new,get extra hardware for our office extension, and still save a substantial amount on our rental. The whole process was quick, simple and efficient."
- Howard, Managing Director, Polifilm UK
"After having so many issues with the big competitors I decided to look for a local Telecoms firm to supply my business. V4 Telecom provided me with a dedicated account manager who I could call direct and he guided me through the whole process, fantastic!"
- Josie M, Coventry
" Good afternoon,I have just spoken to Bipasha about a query I had and to let you know she was extremely helpful and told me everything I needed to know.I wouldn't have any problem in calling again if I was to be treated in this way. She explained everything I wanted to know. Thank you Bipasha."
- Linda Manigan
"Thank you for helping me to get my internet up and running, and for being patient with a 75 year old lady, slightly deaf and crawling under a big desk, to reach the sockets. I hope all will work well now, and I will not have cause to call on you again"
- Patricia Hills
"V4 Telecom provides my business with phone and broadband and I found them the best value for money around after a lot of researching. Great customer service, always very polite and helpful on the phone/emails offering a lot of technical help and advice."
- Samantha Jordan, Malmesbury
" Dear Nisha,
I must say that I am extremely satisfied in every way. The occasional question I have had to ask has been answered promptly and in full. I have no hesitation in awarding you the maximum score of 10. "
-Michael Cork
" I am writing to inform that your colleague Aditya on customer services provided an exceptional service this evening, 15th March 2016, and corrected our faulty broadband connection.. "
-Dr Kiran Patel
"I would like to say I have found Aditya Chatterjee extremely helpful with the switch from me previous supplier. He has been polite and patient, as I am retired and dont always underdtand everything.He is also very well informed and explains things clearly and is prepared to repeat them several times so that I understand what is involved in the procedure.I am pleased to have switched to V4 and can most definitely recommend Aditya as a service provider.In fact I am so impressed I'm going to look ask for information from him about switching my mobile to V4!"
-Mrs Deenagh Miller
" Phone call made today spoke to Aditya who was polite helpful answered all my queries scores out of ten out of ten "
- Audrey Jones
"Thank you for this quotation Pushkar.I would like to accept it and have therefore instructed the current provider Fuelbroadband to terminate the contract forthwith. As you indicated you will take charge of the transfer and communicate arrangements accordingly. We expect to retain the current telephone number. I want to set up a direct debit account via Santander and will have banking numbers available to discuss at your convenience. Many thanks for the support so far "
-Alan Hazlewood
"I would like to say that Sam was very professional and very helpful. He took me through a step by step process to resolve the Internet problem. I was a great pleasure dealing with Sam. He is a credit to your company, if I have any issues in the future I will be requesting for Sam to deal with it. Many thanks 🙏 "
-Jin Gill