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Vision Business Support

Business Landlines & Broadband – FAQ’s

Q: Is ONLINE BILLING AVAILABLE? 
Online billing is standard with all Vision Business Landlines, we are green. 

Q: DO YOU OFFER FAULT REPORTING? 
Please call your billing provider or Vision for any faults; all work is carried out by BT Openreach. Standard Care for faults is 4 hours reply from notifying the billing provider. Increased support levels (Care Level 4) are a 6 Hour Repair from fault log.  Care Level 3 is a Same day fix if reported by 1pm.

Want to increase your support level? Speak to customer care now on 0871 200 3274.

Q: HOW LONG DOES IT TAKE TO INSTALL A NEW LINE?
All jobs are carried out by BT Openreach and are dependent on their lead times; please see approximate lead times below.  Simply call Vision customer care team on 0871 200 3274 who will organize the new line install for you.

Analogue Lines – 7 working days for installation. 
ISDN lines – 15-20 working days for installation.

Q: HOW LONG DOES IT TAKE TO CONNECT A NEW BROADBAND LINE?
All jobs are carried out by BT Openreach and are dependent on their lead times.  Business broadband lines can be connected simultaneously with the analogue installation, otherwise 15 working days is standard lead time.

Q: WHAT TECHINCAL SUPPORT DO YOU PROVIDE FOR BUSINESS BROADBAND SET UP? 
We provide a pre-programmed router that just needs connecting to your line (if requested with your order). Technical Support is available over the phone so please call your billing provider or Vision any time to help out with your business broadband set up. 

Q: WHY IS MY BILL HIGHER THAN NORMAL?
A: This will depend on various factors:-

  • International usage.
  • NGN calls, premium, direct enquiries etc, all carry higher call charges than standard local/national calls.
  • You may have exceeded your business broadband download limit.
  • Promotional offer may have come to an end.
  • Exceeded your bundled minutes.
  • Most calling plans are per second billing but some may have a minimum charge.
  • Capped plans normally incur a set up charge and minimum call charge. 

Q: WHY IS MY FIRST BILL HIGHER THAN EXPECTED?

A: Your first bill may include up to 1 months advance business line rental depending on your billing date & connection date. You always pay your line rental one month in advance. The bill may also include a proportionate amount of any other usage and bolt on charges from your date of joining to the date of your first bill.

If you require further help please call our business Support team now on 0871 200 3274.  If you prefer, you can use the ‘Chat Now’ button for virtual chat or email customer.services@visionmobileuk.co.uk