FleXtel Frequently Asked Questions (FAQ)
 What will the FleXtel service cost me? |
All the numbers in the FleXtel service range are completely free of rental and subscription charges to the number owner.
Some numbers attract a one-time purchase fee depending on their category e.g. Silver, Gold or Diamond. Please see our FleXtel Price List for more information.
070, 0871 and 0844 have free diversion and can be operated without call charges.
From 1st August, 2009, 0870 calls are chargeable, see our Price List.
0871 and 0844 numbers can also be diverted to additional, but chargeable destinations.
 What are the main differences between Personal and Business numbers? |
FleXtel Personal 070 numbers
Personal numbers are the most powerful in our range and can be diverted, free of charge, to any UK landline or "big five" mobile networks, plus destinations in Bands 1, 2 & 3, all at no cost to you.
However, 070 Personal Numbers can only be used within the Ofcom's Personal Numbering acceptable use policy. You are responsible for ensuring you do this. Your number may be disconnected without notice if you appear not to comply or if we suspect fraud or deception.
FleXtel Business 0871 numbers
0871 Business numbers are ideal for national and international business. The free service can be diverted to any UK landline or "big four " mobile networks, plus destinations in Bands 1 & 2 , all at no cost to you. For call prices for diversion to Band 3 see our Price List.
They also have the added advantage of having lower calling costs than with Personal numbers, but the exact rate depends on your phone line or mobile supplier.
However, from the 1st August, 2009, Ofcom has decided that 0871 numbers should be treated like a type of premium rate number and they should be regulated by Phonepayplus.
FleXtel is approved as a "Network Operator" by PhonepayPlus. If you use 0871 number you must register as an "087 Service Provider". It is free to register as an 087 Service Provider with PhonepayPlus, using this online form. This is a free service. Once registered, you will be emailed your Service Provider Registration certificate with your unique service provider registration number (SPN). This is a 12 digit combination of numbers and letters. Finally you simply log your SPN in your FleXtel account(s) and email your certificate to us at ask@flextel.com. That's all you need to do.
Do I need to register my 0871 services?
The "Register your services" section of the PhonepayPlus website is a voluntary part of the process. Technically registration is completed once an SPN is generated and you have sent your certificate to FleXtel, as your Network Operator. Registration can be a useful best practice exercise for Networks and their clients to complete - but it is not obligatory for it to be completed. If you feel your 0871 service needs this, then go to the PhonepayPlus registration page and follow the simple guidelines.
What do I do next?
Once registered you also need to make sure you understand and follow the Guidelines.
If you use is not business-business only, then you must indicate the price of the call to consumers. This can be done on stationery and adverts or by using an announcement the choice is yours. PhonepayPlus are keen to help you and this is what their Guidelines say:"Don’t panic! Reading the section ‘What is changing?’ may sound like you’ve got an awful lot to do; but you don’t need to reprint all your stationery overnight, repaint your van and recall any products with your phone number stamped on them. If you follow some simple steps to compliance, the changeover needn’t be a headache at all."However, you must keep your SPN safe and notify us by entering your SPN in the special box to be found in your FleXtel account. If you forget your SPN you can get an SPN reminder here.
FleXtel Business 0844 numbers
0844 business numbers are ideal for UK business. The free service can be diverted to any UK landline plus destinations in Band 1 all at no cost to you. For call prices for diversion to Bands 2 & 3 see our Price List.
They also have the added advantage of having lower calling costs than 070 and 0871 numbers, but the exact rate will depend your phone line or mobile supplier.
0844 numbers are lightly regulated by Ofcom, as the BT rate is 5p per minute or lower. There is no need to publish call price warnings to consumers.
FleXtel Business 0870 numbers
Suitable for national and international outbound and inbound business.
After 1st August, 2009, due to Ofcom imposed changes, 0870 call diversion is no longer free of charge.
However, 0870 can now be diverted to all the destinations of an 070 number including any UK landline or "big five" mobile networks, plus destinations in Bands 1, 2 & 3. For call prices see our Price List.
0870 numbers are now including in BT's call bundles, so can cost no more than ordinary 01 & 02 numbers. Ofcom expects other fixed and mobile network operators to do the same.
Please see our FleXtel Price List for details and an idea of calling costs for 08 numbers.
You can also compare Business and Personal number routing capabilities by visiting our Which Service Do I Need? for more details.
 Are FleXtel Numbers intended for business or personal use? |
Either, the choice is yours. Have a look at some of the examples covered in the applications section.
 Why is a FleXtel Number better than using a call divert service? |
A Call Divert service is expensive, as you have to pay for the diverted part of the call. If you diverted your landline to a mobile number, you would then be liable to pay for the diverted element of the incoming call at mobile rates.
A FleXtel Number eradicates that cost factor, as you do not pay anything to receive the call at whatever location you choose.
 Why is it better to use a FleXtel Personal number as a mobile number? |
- What if your handset gets damaged, stolen or the SIM card fails? Or what if your battery goes flat either at home or in the office? No problem, just reroute your FleXtel Number to any landline phone near you, or even a friend's mobile phone. When the phone is fixed, or the battery is recharged, just reroute your FleXtel Number back.
- What if you are in an area of bad network coverage, or you cannot take it to the building you are going to, or your partner/spouse/child took it without reminding you? Just take your calls on the nearest phone or mobile from another network.
- If you want to change network, then dump that subscription or old prepay SIM! Then get yourself the latest, best deal on the high street. It can take days and is sometimes impossible to port your mobile number, but with FleXtel you can flip your number to your new service in seconds and save money or enjoy better network coverage immediately, without having to tell all your friends and colleagues your new mobile number.
The above are just a few examples of the problems that can happen if you own a mobile phone. A personal number frees you from being tied to your mobile and lets you grab the best deals as they come along.
 Can a FleXtel Personal number help me screen incoming calls? |
If you have a mobile service, this will help you a great deal.
- Your mobile voicemail is on a separate number than your mobile number.* Obtain this through your service provider if you are unsure as to how to locate this on the network information settings.
- Assign one FleXtel Number for priority usage and the other for regular.
- Route both numbers to your mobile number.
- When you only wish to receive priority calls, route the regular number to the voicemail destination.
- You now get call screening and can respond to messages at your leisure!
* Orange does not have a separate voicemail number.
 How long may I retain my number for? |
To avoid number wastage your FleXtel Number must be used at least once per year.
Therefore you only need to receive and answer one call each year to retain your FleXtel Number indefinitely.
Naturally, this always subject to any future change in Telecoms legislation, specific direction by the Telcoms Regulator and our standard terms and conditions.
 How can I tell if a call is being made to my FleXtel Number? |
FleXtel's DND feature, when activated, automatically displays your FleXtel Number on your caller display instead of your caller's CLI. Full details are given in the User Guide.
 Is my FleXtel Number ex-directory? |
All FleXtel Numbers are not only ex-directory, but in fact are completely unlisted by default. FleXtel does not share customer information without the express permission of the customer or as required by the authorities.
To have your FleXtel Number listed in the BT and Phonebook and electronic databases, logon to your account, select Phonebook Entries from the dropdown menu and complete the relevant online form.
Business entries to the BT Phonebook also have their numbers listed free of charge in Business Directories such as BT Yellow Pages and Thomson Local directories.
 Why do I get Caller Withheld when I dial 1471? |
FleXtel always passes any caller number through its systems so your caller may have asked their service provider to withhold their number? If they have, ask them to dial 1470 before the FleXtel Number if they want to show their number.
Alternatively, your caller may be calling from a location that does not provide outbound Calling Line Identity (CLI), such as from a switchboard extension or from a low cost call service provider or small telecom operator.
 Which destinations are disallowed? |
Fixed Fee Pagers: Certain Pager calls are charged at a rate higher than FleXtel or have a very high initial charge (12p or above per call). Therefore, these cannot be connected to a FleXtel Number free of charge.
Premium Rate Services (Information/Adult etc.): These services cannot be connected and will not be connected in the foreseeable future.
 I have no access to a PC, how do I reroute my numbers? |
Fixed Fee Pagers: Certain Pager calls are charged at a rate higher than FleXtel or have a very high initial charge (12p or above per call). Therefore, these cannot be connected to a FleXtel Number free of charge.
Premium Rate Services (Information/Adult etc.): These services cannot be connected and will not be connected in the foreseeable future.
 Can I select an international destination for my FleXtel Number? |
Yes depending on the service type you use.
You can compare international routing capabilities by visiting our Which Service Do I Need? page for more details.
 When I travel abroad, can I avoid roaming charges? |
Yes. When you travel abroad, simply buy a SIM in the locality you're visiting
and route your 070 number directly to its mobile number.
You can determine what the FleXtel international routing capabilities are by visiting our Which Service Do I Need? page for more details. You can also see the latest destinations in our International Routing table.
 Can international callers ring my FleXtel Number? |
You should be able to receive international inbound calls to your numbers depending on the type of service you use.
Don't forget to ask your callers to remove the initial 0 and replace it with +44 or (+ denotes the international prefix, 00 in most of Europe and 011 in the USA) for example formatting 0701 0700 700 as +44 701 0700 700 and 0870 321 1000 as +44 870 321 1000.
Again, you can determine what the FleXtel international routing capabilities are by visiting our Which Service Do I Need? page for more details.
Why doesn't my PIN work?
Why won't the reroute system respond when I press my telephone keypad?
Why can't I use FleXtel's Secure site?
How do I report a fault?
What is Dialled Number Display™ (DND)?
What is Intelligent Call Diversion™ (ICD)?
What is FleXtel Number Presentation™ (FNP)?
What is Call Notification?
What is FleXtel Faxmail?
Can I send faxes using my FleXtel Number?
Why do some of my faxes appear to be in landscape?
What is FleXtel Conference Call?
Does FleXtel provide a voicemail service?