Frequently asked questions

Find answers to the questions we get asked most often

How does it work?

Whenever a call comes into your virtual number, we forward it to the destination(s) you set up. The call works exactly the same as if someone calls your destination number(s) directly and the caller will be unaware it is being forwarded.

Do international numbers work the same?

In terms of how they work, there's no difference.

There is a monthly cost for the numbers (which you don't have with UK numbers) and certain countries require you to have a proof of address.

How much do numbers cost?

We try to keep our number pricing simple. Standard numbers cost just £20 a year, but if you're looking for something a bit easier to remember, we have a large selection of memorable numbers starting from £95 for the first year, with a £20 yearly renewal fee.

Are there any annual or monthly charges for a number?

There are no monthly charges for the phone numbers. After the initial connection charge, all you pay is £20 a year to renew the number.

International numbers incur a monthly cost, which varies depending on the country.

How quickly can I get this set up?

It depends how quickly you can get through the order process, but in most cases it's just a matter of minutes. Once you've finished your order, simply log into your account and set the number(s) up.

Is there a charge per call?

For most number ranges, there is a forwarding cost whenever you answer a call. A 1p minimum charge applies, but other than that, you'll only pay for the time spent on the call.

Forwarding to some number ranges and using certain services, like Voicemail and Information Line, incur a connection charge. Use our check rate tool to get the most accurate pricing.

Is the call credit account wide or per number?

Call credit is account wide; so whether you have 1 number or 100, you will only ever have to manage one lot of credit.

Can I have one number on Pay Monthly and another number on Pay As You Go?

As mentioned above, call credit is account wide, so it's not possible to have different credit methods on different numbers.

How can I add call credit to my account?

You can add call credit to your account at any time by logging into myTTNC. We also provide a service called Automatic Top Up that tops up your account whenever you get below a certain amount.

If you pay for calls on Pay Monthly, your account will be topped up on the 1st of each month.

Do I get warned when my call credit starts to run low?

We send you free Email alerts to warn you when your credit balance gets to a certain point or if you prefer, we can also send you SMS alerts (charged at 6p per text. You get one for free when you're balance reaches £1).

If you want to take the hassle out of topping up, we also provide a service called Automatic Top Up that tops up your account whenever you get below a certain amount.

What happens if I run out of call credit?

If your balance reaches zero or you get a negative balance, your numbers will be suspended until you top up through your account. We'll send you an email when this happens.

If you are on a call when your account runs out of credit, we won't disconnect the call (although you will go into negative balance and will potentially have to top up by more to get your account running again).

I want to pay for calls on a monthly basis, but I'm not sure how many calls I'll be getting - which tariff should I choose?

As with everything we offer, there are no minimum term contracts. So if you find that the tariff you choose is too big or too small, you can easily change it for the following month.

If your balance starts to run low before the end of the month, you can add some backup credit on a Pay As You Go basis. This backup credit never expires, so can cover you across multiple months if needed.

Can I make calls from my TTNC numbers?

We offer a number of ways to make a call displaying your TTNC number.

The simplest, and most cost effective is with our VoIP Service.

Alternatively, using Dial Through you can associate your landline or mobile or mobile with a TTNC number. Whenever you call your TTNC number from one of your registered numbers, you'll be prompted to enter your PIN code followed by the number you want to dial.

Using Make A Call from within myTTNC allows you to simply enter the number you'd like to call, the number of the handset you want to use to make the call and then the TTNC number you want to display as the caller ID. Click the 'Make call' button and we'll connect the call for you.

Can I present my TTNC number when making a call from my landline?

As mentioned above, you can register your landline number with your TTNC number. Then all you need to do it call your TTNC number, enter your PIN and then the number you want to dial.

Alternatively, BT provides a service called 'Presentation Number' that allows you to display a different number to the one you are dialling out from. They require a 'CUPID' code in order to set this service up. The 'CUPID' code for TTNC is 215.

I have a non-geographic number - can people call me from outside the UK?

Unfortunately, this is a question we can't answer with any certainty. It depends entirely on the international caller's outbound provider.

If you're expecting calls from outside the UK, we recommend getting a local number to ensure there are no issues.

Can I see how many calls I've received on my number(s)?

You sure can! We have an entire section in myTTNC where you can view detailed call logs showing all calls made to your number(s). We even allow you to filter by number, date range and even the status of the call (like if it was answered or not).

If you want to view your call logs offline, you can even download them all as a CSV file.

Is CLI presentation available so I can see the callers Number?

Your account comes with CLI Presentation included, so every number has it as standard. CLI stands for Caller Line Identification - this means you'll see the callers number on your phone's display when they call. It's the first piece of information you can capture about your customer. Just like normal, if the caller is withholding their CLI then we will show either "Unknown" or "Withheld" on your handset when we forward the call to you.

When do I enter my forwarding destination?

Once you have completed your order, simply log into your account and you can set up your call forwarding destination.

How long does it take for my changes to go live?

Any changes you make are instant, so there's no waiting around.

How often can I change the forwarding of a number?

As often as you like.

Can I forward my calls to more than one number?

You sure can. Every number comes with Hunt Group allowing you to set up a sequence of up to three destinations, at no extra cost.

If you want more options, Hunt Group Pro can give you a sequence of up to ten destinations, whereas Forward to All allows up to ten destinations to ring at the same time.

Can I forward all my TTNC numbers to the same landline or mobile?

You can forward as many numbers as you'd like to the same destination. Just bear in mind that if you're on a call with one number, you won't be able to take calls on your other numbers. Maybe our Call Queuing service could help you out?

Can I forward my calls to VoIP?

So long as you have a SIP or IAX address, you can receive your calls over VoIP.

I have a Skype number - that's a VoIP number right?

From our experience, most Skype numbers begin with either 01, 02 or 05, which are all telephone numbers, and not VoIP destinations. You would be charged the standard landline rate to receive calls.

BT have told me I have a VoIP line in my house - does this count?

If you have a local number (beginning 01 or 02) attached to the line, then unfortunately this is just a normal landline. More modern landlines use VoIP technology rather than the traditional copper wiring, but these are still landlines.

Can I apply your UK Ringtone service directly to my mobile?

As with all our services, the UK Ringtone service can only work with numbers on our systems. The only thing we can suggest is to speak to your mobile provider to see if they can help you out, but as far as we're aware, no mobile providers currently offer this facility.

How much to send a fax? Is it the same as receiving?

It costs just 5p per page to send a fax.

The cost to receive a fax will vary depending on the number range. For more information on receiving faxes and to view pricing, check out the Fax services page.

Can faxes be sent/received internationally?

Unfortunately, this is a question we can't answer with any certainty. It depends entirely on the international sender/receiver's provider.

We'd recommend sending and receiving faxes within the UK to avoid these issues.

Is there a minimum term contract?

Nope, there are no contracts on anything we provide. If you no longer need a service, just make sure to cancel it before the renewal date.

Help - I don't remember my password!

Not to worry, you can reset your password on the myTTNC login page. We will send you an email containing a temporary password which you can use to log in and change it to something more memorable.

Please note: passwords are case sensitive, so enter the temporary password exactly as it appears in the email.

I haven't received my password reset email

From time to time, email clients flag our password reset emails as spam, so be sure to check your spam/junk mail folders and add us to your list of safe senders.

What payment methods do you accept?

We accept the following payment methods:

Credit or debit card
Direct Debit
Bank transfer
- Sort code: 20-19-95 (Barclays Bank)
- Account number: 60954667 (TTNC Limited)
Pay As You Go call credit. This can be used to pay for anything other than more Pay As You Go call credit. Only credit that you have purchased can be used as payment.

We do not accept payment by cheque. For more information regarding payments, please read through our Payment and Banking information.

Do you email me paid invoices?

Whenever a payment is made, we will send you a payment confirmation email. Your invoice will be included as a PDF attachment. You can also log into your account at anytime and download or have the invoice emailed to you.

I no longer need a service - how do I cancel it?

The 'Manage Renewals' page can be found in the 'My Account' section of myTTNC. You can learn more about managing your renewals here.

Can I port my existing number to you?

We can port numbers from most networks to ourselves. There is a £25 charge per number per submission and the process normally takes between 7 - 10 working days.

To learn more about number porting or to start the porting process for your number, click here.

What networks can you port between?

We can currently port most numbers from BT, Cable and Wireless, Colt Technology Services*, Energis, Eurobell*, Gamma, Global Crossing*, Inclarity, Invoco*, KCOM (Affiniti), Magrathea, MDNX*, Mintaka, Simwood eSMS*, Spitfire*, TalkTalk, Telephony Services, Telserve*, Thus PLC, Verizon, Virgin Media, Vodafone, Voxbone*, X-On* and Your Communications*.

*We are unable to port Non-geographic numbers from this provider

How can I find out if a number can be ported?

Our number porting page has a lookup tool which can tell you who the number was originally allocated to. If the provider displayed is in the list of providers we have a porting arrangement with, we should be able to port it.

If you're still unsure if your number can be ported, feel free to email our porting team on porting@ttnc.co.uk and they can assist you further.

I need my port to take place on a particular date - can I specify this?

If you need your port to take place on a particular date, just drop an email to porting@ttnc.co.uk once you've submitted your port request.

Please make sure you do this as soon as possible, as we're unable to change the porting date once the port request has been submitted to your current provider.

Do you provide any tools to help me refer my friends?

In myTTNC we provide you with 6 different ways to easily share with your friends:

Facebook

Twitter

Google+

A unique URL that you can use to send to your friends or even create a link on your website.

Do I get anything when I refer someone?

Every time you refer a friend and they sign up an account with us, we'll give you £10 Pay As You Go (PAYG) call credit. This will be applied to your credit as soon as your friend has completed their first order.

Please note: to qualify for the credit, your friend MUST provide your customer reference whilst setting up their account. If they click on a link you provide (either via social media, email or with the unique URL) this will automatically be added, otherwise they can manually enter the reference during the signup process.