Help and Support > Telecoms FAQs

Telecoms Faqs.

Looking for a little assistance with your Clear Business telecoms service?

Find the most frequently asked questions and answers below. If you are unable to find your answer, please contact our Customer Service team on 0333 014 3131.

Telecoms & Broadband Troubleshooting

Experiencing issues with your Broadband or Landline? Try our simple checks to get you up and running as soon as possible.

Frequently Asked Questions

Fixed Line and Broadband

Do you offer any online tools?
Yes, you can take advantage of the online tools we offer by signing up to Customer Zone. This will give you access to your invoices online, you can test your telephone line for faults, and you can benefit from the ongoing introduction of new tools we are developing to manage your account.
What do I do if I have a telecoms fault?

If you are unfortunate enough to experience a telecoms fault, you can report the fault online by logging in to Customer Zone or by calling our customer service team. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself. Alternatively, to see if there are any major issues in your area that might be affecting services, use the below online checker by simply typing your postcode in to the box. If a major problem has been identified in your area you’ll see what’s caused it, when it was reported and an indication of when it should be fixed.

Local network status checker

If following these checks the fault is still present then, following time related charge confirmations, we will liaise with Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.

What is a temporary call diversion facility?

A temporary call diversion (TCD) is a facility where you may divert all your calls from your faulty line to a destination number of your choice until the fault has been resolved.

How much does the temporary call diversion facility cost?

The temporary call diversion facility has a setup fee of £8.00, and then the cost of all diverted calls received as detailed on your tariff pricing schedule. This will be discussed at the time of your time related charges agreement upon the logging of your fault with Openreach.

What are time related charges?

Time related charges (TRC’s) are possible charges we must inform you of before proceeding to log a fault with Openreach. If work of any kind is carried out by an Openreach engineer to rectify your fault, and the fault is found to not be the line, but with your equipment itself, you will be charged a call out fee of £120 inclusive of the first hour and £60.00 for every hour thereafter dependant on your line type. If the fault is found to be with the line itself, then these charges will not apply. It is therefore vital you fully test and check all onsite equipment thoroughly before proceeding with the logging of your fault.

Why can’t I contact Openreach myself?

Openreach support communication suppliers like Clear Business by providing and maintaining the access network, allowing us to provide a service to you. Openreach provide this service to Clear Business, BT Retail, and other suppliers in a like for like manner.

As your service provider, Clear Business will liaise with Openreach on your behalf to resolve the issue as a matter of priority based on your selected care level in exactly the same way as any other supplier. The advantage of reporting your fault with Clear Business however, is that we will log your fault with Openreach engineers immediately without delay for you.

What is a care level?

A Care Level is a level determining the speed in which your fault will be responded to by Openreach. Clear Business offers a number of types of different Care Levels and you can review each care level and its associated cost on the pricing schedule click here. If you require more information, please call 0333 014 3131.

How do I upgrade/downgrade my care level?

By calling our customer service line: 0333 014 3131, our advisors will be happy to discuss your requirements.

How long will my fault take to be fixed?

This depends completely on the nature of the fault. All faults will be responded to as priority according to your care level. Fault resolution times all vary depending on the necessary work required. We will however communicate directly with Openreach at regular intervals to seek a resolution as soon as possible, and keep you fully updated on the progress of the fault.

Once the fault has been resolved, can I seek compensation from Clear Business?

Clear Business do not offer compensation of any type. A fault can occur for no apparent reason or cause whatsoever at any time. We do however sympathise, and offer the best level of response to all our customers experiencing a fault, and endeavour to resolve the fault as quickly as possible, with minimal inconvenience and disruption.

What is the Telephone Preference Service?
The Telephone Preference Service (TPS) helps to ensure your telephone number is no longer available to organisations who contact you with offers you do not wish to receive. Registration is free and can be completed by visiting the TPS website:
How can I protect myself from phone scams?

Beware of recorded messages offering prizes or other incentives, claimable only by calling 090 numbers. These calls can be very expensive and there is no guarantee of a prize.

If you are unsure about a premium rate charge on your telephone bill you can check with the Phone-Paid Services Authority, a telephone watchdog. For more information please visit:

If you have a telephone system there are a few simple steps you can take to protect your system from unauthorised use, potentially saving you thousands of pounds:

  • Check your monthly bill for any unusual charges
  • Ensure you change the default/factory password settings on the telephone system
  • Regularly change the Direct Inward System Access passwords and restrict access to these passwords
  • Do not publish remote access telephone numbers (numbers that connect callers to your voice mail system)
  • Remove/de-activate any functions you don’t need, especially un-required access ports
  • Deactivate access codes and voice mail passwords immediately when someone leaves your business
  • Clean up the number of mailboxes by removing redundant mailboxes
  • If possible, have your system programmed to reject access if three invalid attempts are made

Carry out a regular audit on the privileges and restrictions in place on the telephone system.

How do I withhold my number?
Dial 141 before entering the telephone number you wish to dial to withhold your telephone number.
What happens if I get a termination fee from my current supplier?

If you’re charged an Early Termination Charge (ETC) we’ll pay up to a maximum of £200 into your bank account. Send us your final invoice from your previous supplier and we’ll make payment to your bank account within 28 days1

Where can I find information about the broadband, phone and mobile tariffs you offer, the services provided and the content of each tariff element (e.g. allowances, charges etc.)?

Tariff information is available in the Charges Schedule. Click here to view the schedule [PDF].

Here you will find information about:

• Any allowances, such as GB of data, voice minutes and messages
• Usage charges for any additional use of services or facilities
• Numbers or services subject to particular pricing conditions
• Access and maintenance charges
• Any special and targeted tariff schemes
• Any additional charges
• Any costs with respect to Terminal Equipment
• Any after-sales, maintenance and customer assistance services offered
• The standard contract conditions offered, including contract duration, any Early Termination Charges, rights in relation to the termination of Bundles or any elements thereof

What information do you share with Emergency organisations, and why?

When we install/transfer your telecoms service, your supply address will be shared with the ‘Emergency Database’. This is used by the police, fire, and ambulance services to locate you in an emergency.

If you’ve taken a Cloud Voice service, the supply address should be the premises from which you mainly operate your business. If you change address, your business name or your business signage, it’s important you tell us, so we can update the emergency database.

You can do this by contacting our team on 0333 014 3131 Mon-Fri, 8am – 6pm.

Mobile help

How do I activate my SIM card?

Activating your SIM card is easy. Simply call one of our helpful team on 0333 241 4110. If you want to keep your existing mobile number, we just need your Porting Authorisation Code (PAC) from your current supplier. It’s easy to get your PAC, simply text PAC to 65075 and your supplier will send you the PAC.

Why is my SIM card from O2 or EE but my contract is with you?
Like many independent providers, we utilise the major networks to ensure that you receive the best service. Your contract is with Clear Business, so we’ll bill you and if you need any customer service support, we’re here to help.
When will my new handset arrive?
Once you’ve activated your SIM card, we’ll send out your brand-new handset. If you activate your SIM card before 3pm, we’ll send your handset out for delivery the next working day. If it’s after 3pm, we’ll send your handset out for delivery within the next two working days. As soon as your new handset arrives, simply pop in your new SIM card and you’ll be mobile ready.
When will my bundle start from?

Your bundle starts from the day you activate your service and renews on the 1st of each month. If you activate your service on any day other than the 1st of the month, your bundle allowance will be pro-rated for that month.

My handset hasn’t arrived?
If it’s been more than 48 working hours since you activated your SIM card, please give one of our team a call on 0333 014 3131 and we’ll look into this for you.
I’ve lost my mobile – what do I do?
Whoops. You’ll need to give us a call on 0330 041 5381. We’re here 24/7/365. We’ll put a block on your SIM card to make sure that no unauthorised calls are made or data used.
My mobile has been stolen, what do I do?
If you’re the victim of theft, you’ll need to give us a call on 0330 041 5381. We’re here 24/7/365. We’ll put a block on your SIM card to make sure that no unauthorised calls are made or data used. If you need to make an insurance claim, you’ll also need to report the theft to the police and obtain a crime reference number.
Do you offer mobile insurance?
Sorry, no. There are a number of insurance companies online offering mobile insurance. We’d recommend you shop around to find the right cover for you.
Will you contact me before my contract ends?
Absolutely. We’ll let you know when your mobile contract is coming to an end and will let you know what will happen next.
How do I set/change my mobile bill limit?
When we agree your contract, we’ll ask you if you want to set a mobile bill limit. The mobile bill limit doesn’t include your line rental or bundle charges. If you’ve chosen to have a mobile bill limit, we’ll let you know when you’re getting close to using your ‘allowance’ and once you’ve reached the limit you set, your service will be suspended until the start of the following month. If you want to change your limit, that’s no problem, simply give one of our friendly team a call and we’ll be happy to change that for you.
I’ve had a termination charge from my previous supplier, can you help?
Yes sure. If your old supplier tells you they’ll charge you to cancel your contract, we’ll help. You just need to give is a call on 0333 014 3131 and send us a copy of the invoice showing the termination charge and we’ll credit your Clear Business account.2 You can do this by emailing or posting a copy to Clear Business, No 1 Dovecote, Old Hall Lane, Sale, M33 2GS.
How do I know if my existing handset will work?
Any handset can be used with a Clear Business SIM card but if your handset has been ‘network locked’ just give your previous provider a call and ask them to unlock your phone.
How can I get a PAC (Porting Authorisation Code) / STAC (Service Termination Authorisation Code)?
It’s now much easier for customers to change mobile providers. You can ask your current supplier for your PAC, STAC or switching information by phone, text or online portal. Switching information includes:

• Any applicable early termination charge
• Any outstanding credit balances for your prepaid mobile services
• A web-link directing you to your account login page.
• For a porting request text “PAC” to 65075
• For a switching termination request text “STAC” to 75075
• For a switching information only request text “INFO” to 85075

The PAC/STAC will remain valid for 30 days.

The legal stuff:

1 Applies to Landline and Broadband customers only. There is a maximum of one payment to the bank account, details of which we hold for you, of up to £200 in total per customer. To qualify for this offer, you must send Clear Business a copy of the invoice from your previous supplier that shows the value of the ETC and the date of the invoice, which must be after the date on which Clear Business placed an order to transfer your services to Clear Business. Clear Business may require a copy of your existing contract to validate you are being correctly charged an ETC. If the contract between you and Clear Business is terminated during the Minimum Period (as defined in your terms and conditions), you must repay all ETC amounts paid by Clear Business in full. The amount we will pay is the lower of (1) your ETC and (2) £200.

2 There is a maximum of one credit to your Clear Business account, of up to £300 in total per customer. To qualify for this offer, you must send Clear Business a copy of the invoice from your previous mobile supplier that shows the value of the termination fee and the date of the invoice, which must be after the date on which Clear Business first attempted to transfer your services to Clear Business. Clear Business may require a copy of your previous contract to validate that you are being correctly charged a termination fee. If the contract between you and Clear Business is terminated as described in clause 13 of your terms and conditions, you must replay all termination fee amounts in full. The amount Clear Business will pay is the lower of (1) your termination fee and (2) £300.