FAQs


We are constantly updating this sections with Frequently Asked Questions from our valued customers to minimise the challenges you face in enjoying uninterrupted service. Should you still need more information or any points that are not covered here, do drop us an email from the contact section or from below. With always the option of escalating with our customer services.

How long will it take to set up my virtual number?
Once you've chosen your numbers, it takes less than five minutes to set up your account and activate your number during normal working hours! If you're not an existing client and you purchase a number outside of normal working hours, then the numbers will be activated first thing the following day.
How long is the contract for a virtual number?
We don't tie you into a contract and you can cancel your virtual number at any time. You can simply delete the number from your account via the online portal and your subscription will stop.
Do you charge for changing my redirect number?
No. You can change your redirect number using the online portal as many times as you like.
Are there any other hidden charges?
No. We're very proud of our clear and easy to understand pricing. Unlike some providers we charge our calls to the second with no call connection charges, minimum call durations, or rounding the duration of the call up to the next minute.
What payment methods do you offer?
We offer Direct Debit.
Can I route my virtual number to a mobile phone?
You can route your virtual number to a mobile phone. As long as you're on either Everything Everywhere, O2, Orange, Three, T-Mobile or Vodafone, the cost is just 5 p per minute.
Can I route my virtual number to a VoIP device?
Yes. Each user account is VoIP enabled by default so you simply need to configure your device to register with our platform using the login credentials on your dashboard.
How many concurrent calls can I receive on my virtual number?
You can receive as many concurrent calls on your virtual number as you are capable of handling. You are only limited by the number of lines available to your target number.
I would like to port my existing virtual number to Gencom. Is this possible?
Yes. We simply require you to fill out a Letter of Authority to enable us to contact your existing provider and to start the process. The length of time it takes to port the number can vary significantly depending on whether or not we already have a porting agreement with your existing provider. For further information, please contact our Sales Team. Some network providers will also charge an administration fee to port a number away from their network so you should also clarify this with your existing provider.
I would like to port my Gencom virtual number to another provider. Is this possible?
Yes. You will need to fill out a Letter of Authority with your new provider who will then contact us to commence the porting process. The length of time it takes to port the number can vary significantly depending on whether or not we already have a porting agreement with the new provider. There is a minimum service term of 12 months for numbers to be ported away from our network and we would charge a admin fee.
Can my virtual number be called from overseas?
Yes.