Frequently Asked Questions


Here are some of our most frequently asked questions. 

If you can't see what you are looking for, please give us a call and we will provide you with any information you may need.  Please note that in order to give you the most accurate quote and proposed solution, a site survey and face-to-face meeting is usually best.

How long does it take to get your VOIP telephony service?

It depends on your current set-up and what kind of connectivity you are using. Most of our clients have their new VTSL service installed and running in 10-25 days. We can however provide solutions for those that need telephony sooner.

Can we use the office phones we currently have?

Potentially. If you have Mitel IP phones, you can use them and don't need to order new phones. Likewise, if you have Gigaset or Polycom IP phones, there is a good chance that you can use them as well, depending on the model. When we consult with you, we will check this and advise you accordingly.

Is the enterprise bespoke package only for very large companies?

No. We have plenty of smaller clients on bespoke packages because they have unique needs, or a wide range of different types of users. Our sales advisor will make sure that a bespoke package is designed for you if that is the best, most cost effective option for your business.

How is VTSL able to offer comprehensive business telephony packages at such low prices and no contracts?

VTSL has found that our customers stay with us for the long term. We have an extremely low turnover rate, and as such don't feel the need for onerous contracts. Our prices are very competitive because we develop most of our own applications and advanced features in-house. We are not paying a licensing fee for them, or buying them from a third party.

Technology is changing all the time. How can I be sure VTSL's VoIP platform will continue to provide us with the most modern business telephone system available?

The beauty of a hosted VoIP telephony system is that it resides in the cloud. As such, we are able to provide our customers with new features and updates automatically without having to come to their office. We also are continually evaluating the phones we offer to ensure that we capitalise on new developments in hardware.

I have several offices - our London HQ, and office in Germany and a site in Scotland. Can you provide telephony for all three?

Yes, we can not only provide telephony for all three, but we can ensure that you have "on-network" calling between sites. To reach colleague at another office, staff simply need to dial an extension and the call is free. 

Is VTSL an actual telecoms company? I’ve never heard of VTSL.

Yes VTSL is a telecoms service provider with our own network infrastructure. We are not a reseller. And unlike BT, no matter where your office is in the UK, you will deal with us directly, not a local franchise.

Are you accredited and regulated?

VTSL is regulated by Ofcom and voluntarily adheres to ITSPA (Internet Telephony Service Provides Association) regulations. We are members of RIPE, LINX and the FSB. Moreover we an ISO 9001 accredited organisation. ISO 9001 is an International Standard that gives requirements for an organisation’s quality management system (QMS) – requirements which are assessed every year.

Is VTSL growing?

VTSL is growing at a fantastic rate and has since the company was founded in 2006.  We have more than 500 clients and 10,000 users across the UK, and our VoIP platform (Silhouette) is used by hundreds of thousands of people across the world. 

Do you do charity work?

We support a number of charities with a free, or very discounted, telephony service, and both our management team and staff participate in a variety of charity events throughout the year. We firmly believe in being connected to our community and supporting organisations who are working for positive change.

Do you install our new telephony system? Or is it something we simply plug-in?

For most of our clients, we install everything – from new phones on desks, to any routers or switches may be needed FREE OF CHARGE.  For some smaller clients in very remote locations, one of our engineers may talk you through phone installation if it is straightforward.

Will your prices go up or change?

No. The price you sign up for is the price you get to keep, even if our prices eventually go up for new clients.

Our office alarm system and fax machine use our current phone lines. What happens to them when we switch to VTSL?

We will make sure they keep working.  In most instances this involves installing a new analogue telephone line that they will use when your telephony is switched over. It is very common and something we deal with every day.

Can we keep our current phone numbers?

Yes, 95% of the time there is no issue bringing your telephone number with you. Our provisioning team are experts in number porting and will ensure that your numbers are switched over to VTSL.