To give users the best experience we use cookies on our website. Accept this cookie | Find out more

X

NEWSLETTER

SIGN UP FOR OUR NEWSLETTER


SUBMIT

I want to receive Diva Telecom’s Newsletter

We don't spam or share your information with anyone else

Delivering award-winning business telecoms solutions, including International and UK inbound numbers, Gigabit Fibre, SMS and Audio Conferencing, to over 1,000 customers worldwide since 2006.
FAQ
“Diva made it really easy. They’re flexible, friendly, helpful, and their knowledge of the market is excellent. Diva is small enough to provide a responsive and personal service, but also has the backing of the biggest players in the industry - it’s the best of both worlds. A fantastic service!”
Mike Jones, Peer 1 Ltd

Talk to us

0330 333 0330

Email us

FAQ

FAQ'S

CLOUD

Q. What are the timescales for installation and set up?

Dependent on size and requirements, a Diva Cloud system can be set up between 2 hours to 2-3 days.

Q. Can I retain my existing telephone numbers?

Yes – they can ported onto the cloud platform.

Q. How long does a number port take?

A single number can take approximately 5 working days. A telephone number with ddi’s (direct dial in numbers) can take 20 working days.

Q. Can I keep my existing handsets?

Yes – providing they are a compatible make and model – please refer to this list of current compatible handsets here.

Q. If I cannot keep my existing handsets, will I need to purchase new ones?

Not necessarily – handsets are available on either a rental or purchase option.

Q. Can I use conference phones on the cloud system?

Yes – providing they are compatible IP conference phones. A list of current compatible handsets is available here.

Q. Can I have a welcome and hold message?

Yes – personalised welcome messages can be provided along with on hold music.

Q. Will I keep my existing call features?

Yes – the Diva Cloud system provides all the main features of an on-premise system.

Q. Will it integrate with my existing CRM system?

It depends – please cross check with this list of current compatible CRM’s.

Q. Can I have remote workers on the same system?

Yes – remote workers, field staff, national and international offices can all be part of the same system.

Q. Do I need anything in advance of changing to a Cloud system?

You will need to ensure you have a sufficient internet connection – the recommended minimum bandwidth requirements are available here. The handsets also require power so you will need either a PoE (power over ethernet switch) or power packs for the handsets. Also ensure that your internal cabling is CAT5 minimum.

Q. Is Diva Cloud reliable?

Yes – as long as you have a good broadband or leased line service, as all Cloud systems are only as good as the connections they run over.

Q. How can I find out more?

Visit our webpages here, email or call us on 0330 333 0330.

CONFERENCING

Q. What number do I dial?

For an instant audio conference call enter your email address here and click generate PIN. You will then be given your access number.

If you host regular global conference calls or need better pricing for your mobile phone users, we have a wide range of international toll free and local UK numbers - find out more here.

Q. What can I do if my Carrier doesn’t support the Global Access Number?

If you have any problems dialling the Global Access Number from abroad, you can:

• Speak to your Telephone Carrier

• Contact Diva Telecom’s Support Team on 0330 333 0330

• Upgrade to a Pro User account and use a wide range of international toll-free numbers or UK numbers beginning ’01’ or ’02’.

Q. Where can I dial the Global Access Number from?

Our Global Access Number is widely supported by telephone carriers across the globe. Although this list is not exhaustive, our conferencing service regularly receives calls to this number from the following countries:

Arabia | Argentina | Aruba | Ascension | Australia | Austria | Azores | Bahrain | Bangladesh | Belgium | Bulgaria | Cape Verde | Chile | China | Colombia | Croatia | Cyprus | Czech Republic | Denmark | Egypt | Estonia | Finland | France | Germany | Ghana | Greece | Hong Kong | Hungary | Iceland | India | Indonesia | Iran | Iraq | Ireland | Island | Israel | Italy | Japan | Kenya | Kuwait | Libya | Luxembourg | Macao | Madeira | Malaysia | Malta | Mexico | Monaco | Morocco | Netherlands | New Zealand | Nigeria | Norway | Pakistan | Palestine | Poland | Qatar | Romania | Russia | Saudi | Singapore | South Africa | South Korea | Spain | Sweden | Switzerland | Taiwan | Tanzania | Thailand | Tunisia | Turkey | Ukraine | United Arab Emirates | United Kingdom | USA (all major cities)

Q. Can I dial-in from a mobile phone?

Yes – all standard access numbers can be dialled from a mobile phone. If callers regularly dial-in from mobiles, we recommend upgrading to the Pro User account. With this you have access to UK numbers beginning ’01 ’ and ’02 ’, which are normally included within a mobile minute ’bundle ’. This can save you as much as 20p per minute.

Q. Do I need to pre-book my conference call?

No there’s no need to reserve*. Diva Conferencing is ready when you are. Simply invite your callers to dial-in and enter their PIN to connect.*Parties of 300 people requires a 5 working day notice period.

Q. How do I let my participants know about the details of the call?

With an instant call, you simply set a date and time for your conference and invite your callers by email.We’ll send them an invitation telling them what to do and when. With a Pro User account, you have the option of inviting guests by email or a free text message.

Q. Can I record conference calls?

Yes – Pro Users can subscribe to Call Recording and record all conference calls from any conference room with this service. Contact us for expert advice on 0330 333 0330.

Q. Is the service secure?

Your conference room is completely private and the call is as secure as you dialling direct to the other callers. Regular and Pro Users can also lock the room to other participants using in-call controls, and other free security features such as announcing the caller’s name.

Q. Can I separate individual conference calls on my bill?

Yes, with our Project Accounting Codes (PAC) you can attribute an individual numeric code to a conference call. This code is entered at the start of the call and will be itemised on your bill, making it easy to attribute costs to end clients or individual projects.

GIGABIT FIBRE

Q. Is the Gigabit City network a BT service?

No – CityFibre’s Gigabit Fibre is an entirely separate, private network that does not touch the BT network at any point.

Q. Are there any excess construction charges for installing Gigabit Fibre?

It depends – if a location is on-net there are generally no excess costs. If a location is off-net i.e. if we need to cover a large distance to reach your building there may be excess costs. These are identified at point of survey and clients have the option to cancel at this stage with no penalties.

Q. Is Gigabit Fibre the same as broadband?

No – not in terms of the general definition of broadband (ADLS/FTTC). Traditional broadband is a shared service between businesses as well as residential users, which is a highly contented service and also has no SLAs (Service Level Agreements). Gigabit Fibre on the other hand is a business only fibre to the property service with business grade SLAs and a Contention Protection Pledge.

Q. Does Gigabit Fibre go through my local cabinet?

No – Gigabit Fibre does not go through the BT or LLU cabinets but connects directly to the data centre.

Q. Does Gigabit Fibre have Service Level Agreements (SLA)?

Yes – it has a 5 hour SLA, which is a guaranteed ‘fix’ time, rather than just a ‘response’ time.

Q. Is Gigabit Fibre the same as a leased line?

It’s similar – leased lines use active ethernet components but demand ‘high premiums’ for uncontended 1:1 services.

Our Gigabit service uses fibre to the property (FTTP) and is full fibre end to end. Gigabit Fibre is a Gigabyte Passive Optical Network (GPON) with options of shared or unshared service. The shared service still has the same SLA and also has a minimum contention pledge.

Q. What is the lead time for Gigabit Fibre installation?

On-net, the lead time is 45 working days, which is subject to survey.

Q. Do you use BT or Virgin engineers?

Neither – we use independent qualified engineers and contractors.

Q. Can I use my existing router?

In some cases yes – however we would need to check the capability of your router.

Q. Will I get the speeds I’m promised?

It depends – you will receive near headline speeds, with ultra-low latency and jitter, however this depends on what hardware you use as some devices will have limits to their capability.

Q. Will my upload and download speeds differ?

No – Gigabit Fibre is a symmetrical service, so the upload and download speeds are the same.

Q. Can I upgrade later?

Yes – and with no upgrade costs. The service is full fibre, Gigabit enabled, so you can opt for a higher bandwidth package at a later date with the new package rental.

Q. What if I move premises mid-contract?

You can move your fibre service (within range of the network to another on-net location) during your contract, subject to a one-off installation fee. Unlike some other ISP’s we do not restart your contract, it is simply a continuation at a new location.

Q. Will Gigabit Fibre work with VoIP?

Yes – the fibre service is capable of supporting multiple VoIP telephony services.

Q. Can I keep my current broadband?

Yes – should you wish to. Some companies like to keep a second connection on standby, however the Gigabyte Passive Optical Network (GPON) is highly reliable. As Gigabit Fibre does not have the active components that some ethernet services have, it is not subject to flooding or power issues and the Gigabit service is also backed by an SLA.

NUMBERS

Q. Can I keep my telephone number if I switch provider?

Yes – we have porting agreements in place with most major providers allowing you to keep your business telephone number whilst moving services to Diva Telecom.

Q. What call features can I get with a business telephone number from Diva?

Diva Telecom offer a wide range of call features to enrich your customers experience including: welcome messages, auto attendants, call whispers, call queues, disaster recovery, live call stats, reporting and many more. Included for free are these features and upgraded features are listed here.

Q. Can I take calls on my mobile phone?

Yes – we can deliver telephone calls to either a landline or mobile or both.

Q. What is a virtual number and does it work?

Virtual telephone numbers are not associated to a physical line rather they forward calls to your chosen device, this can be a mobile a landline or even an email address in the case of the Voicemail to email feature.

Q. What are the benefits of a virtual number?

The benefit of a virtual number is that it is easy to retain if you move offices as it is not associated with the physical line on site. They are also available with in-depth analytics and a plethora of call features not associated with a fixed line.

Q. What is the difference between geographic and non-geographic numbers?

UK Geographic numbers starting 01 and 02 are tied to a geographic location – for example 0113 relates to Leeds. A non-geographic number (NGN) is not tied to a particular location so is often used by companies that operate nationally.

Q. Can I have a London number if I am based outside of London?

Yes – we can provide virtual numbers all over the world allowing you to choose the number that works best for your business and your customers.

Q. What are 03 numbers and are they expensive to call?

Ofcom introduced 03 numbers as an alternative to chargeable 08 numbers such as 0870. Diva’s 03 business numbers are charged at no more than the cost to call national 01 and 02 phone numbers.

Q. Do I need to be a big company to use a freephone number?

No – freephone numbers such as 0800 are great for all companies that want to encourage callers, customers are often put off by calling more expensive numbers such as 0844 or 0870 so offering a freephone number that your clients and prospects can call you on for free can increase the number of inbound enquires.

Q. What are UK Calling Charges?

084, 087, 09 or 118 charges
The cost to the consumer of calling a service number starting 084, 087, 09 or 118 is split into two parts:
1) An access charge at pence per minute (ppm) rate goes to the consumer’s telephone provider, which needs to be made clear on consumer’s bills and contract.
2) A service charge, includes any revenue going to the service provider (that’s you, the party being called), as well as revenue going to the ‘terminating call provider’ (the company which provides the number to you).
For example, consumer X’s phone company charges him 6 ppm for calls to service numbers – that’s their access charge. The number they chose to call charges 10 ppm service charge, so they see this information: “Calls will cost 10 ppm, plus your phone provider’s access charge”. So this call would cost Consumer X 16 ppm.
0800, 0808 or 116 charges
All Freephone numbers beginning 0800, 0808 or 116* are free for consumers to call from mobile phones as well as from landlines.

Q. Do I have to disclose revenue generated by calls to my number?

You are not obliged to disclose how much you receive from a call. However, you will have to disclose the service charge for each call. The service charge is the sum of all revenue from the call which is not retained by the caller’s telephone company. The set service charge is the same from all phones, and the level is usually set for a given block of numbers allocated by Ofcom (typically these are in blocks of 10,000 numbers, but occasionally in 1,000 blocks). Your number provider will be informing you what the service charge will be for your service numbers.
Are there caps on the price of calls to certain numbers?
Yes - 084 numbers are capped at 7 ppm or 7 pence fixed fee (including vat), 087 numbers are capped at 13 ppm or 13 pence fixed fee (including vat).

Q. Which number is best for my business?

This very much depends on what you need, take a look on our UK numbers page and International Numbers page for an overview or get in touch with our consultants via email info@divatelecom.co.ukor call them on 0330 333 0330.

SMS

Q. How long can a message be?

One message can be up to 160 characters and will use 1 credit for UK mobile. If your message is more than 160 characters it will be split into multiple message parts of 152 characters. These parts include a header that enables the receiving phone to re-assemble them into one big message, this uses 8 characters. The maximum size of a split message is 608 characters, which is 4 parts. For UK mobiles, you will be charged 1 credit per message part.

Q. How long does it take to send a message?

Generally, DivaTxt messages will be delivered within 60 seconds; however this depends on the recipients’ mobile provider. At peak times there can be a delay of a few minutes.

Q. What will happen if the number is wrong?

It will appear on the report as Invalid Number if the number is not in use.

Q. Do I need any special software/equipment installed?

No – DivaTxt is web-based, so all you’ll need is a computer with internet access.

Q. Can I operate the system off-site?

Yes – the DivaTxt system is web based and so can be used from anywhere. This means that if your office is closed in an emergency, the lines of communication will still be open.

Q. Are there any on-going commitments?

No – you can cancel the DivaTxt service at any time. If you are on a monthly plan then you’ll be billed for the current month and not again unless you sign up again. If you are a PAYG customer then we don’t refund unused messages but they are valid for 12 months of purchase and you can send them at any time you wish within that time.

Q. Why are my messages using more than 1 credit?

Messages will use more than 1 credit if:
- you are using over 160 characters per message
- you have sent messages to an international numbers which use 2 credits.

Q. What is email to SMS?

Email to SMS works like email, but rather than sending an email message to someone’s PC, it sends an SMS text message to their mobile phone. You can simply use your email as normal, and if you wish you can add an email SMS address to your normal email address book e.g. (07711223344@divatxt.co.uk)

Q. Can I use the email to SMS service from more than one email address?

Yes – you can add as many email addresses as you need and even an entire domain or mail server.

Q. Can I mix-and-match normal emails and SMS recipients?

Yes. When you are sending messages, the only difference between an SMS email and an email is the address you send it to. You can send the same email message to any number and combination of email and SMS email addresses.

Q. Can the person that I send the message to reply to it?

Yes – as long as you are not using a customised sender ID, all they need to do is reply to the message in the normal way from their phone. The message will then be sent back to the email address you used to send the original message from.

Q. Can I send a text message to someone in a different country?

Yes. If the recipient is usually in the same country as you are, then you just send the message as normal. However If their phone is registered abroad, then you will need to replace the leading ’0’ with the appropriate country dialling code. For example, if you live in England and have a French recipient whose mobile phone number 07711223344, the number to which you would send your message would be ’337711223344’, with 33 being the dialling code for France.

Q. Can SMS email interfere with my normal email in any way?

No

Q. How do I buy messages?

You can pay for your messages in advance by topping-up your account using your credit or debit card. You may top up between 500 and 50,000 credits.
Your credit card transaction is handled on our behalf by Barclaycard.

Call us now on 0330 333 0330 or email info@divatelecom.co.uk

CONTACT

© DIVA TELECOM

TERMS & POLICIES
LEGAL NOTICES
PROFESSIONAL MEMBERSHIPS
SITE MAP