Frequently Asked Questions

General Questions

Q: What should I do if I find a fault?
Please contact Creative Telecoms customer services, for an on duty person and report the fault. We will then endeavour to take the best course of action to resolve any issues in a time efficient manner.
• Q: What do I do if I want to alter a service?
Please contact customer services for an on duty person. They will then provide you with accurate instructions to submit a change request via email. All changes should ultimately be made via email. This is done for legal reasons, and to also insure that changes are carried out exactly as requested.

• Q: How do I speak to someone at Creative Telecoms when out of hours?
Creative telecoms provide 24h customer services to all customers free of charge. By calling any Creative Telecoms 0800 number at any time of the day & night, someone should be on hand to help.

• Q: What sort of savings can we make if we switch from BT to Creative Telecoms?
Creative Telecoms is committed to offering better products at rates that are significantly cheaper than BT, providing our customers with incredible value for every penny spent. To give an example: Our outbound telecoms are approximately 50% cheaper than BT’s.

5"Since porting our Freephone number to Creative Telecoms, we have had a greater level of control over our marketing budget, because all of the calls are easily measured, this is due to the comprehensive reporting, also dealing with the customer services is quick, efficient and a pleasure. I would recommend to others."

Churchill Retirement Living


Non Geographic numbers


• Q: Can I port/switch my current 08 number to Creative Telecoms?
Yes, porting of 08 numbers is available, the process takes 10 days & there is no loss of service during the change.

• Q: We need Freephone numbers for advertising/marketing across Europe/World is it possible to have numbers local to the country of advertising? And will we be able to view live on line reporting?

Creative Telecoms is committed to providing customers with worldwide coverage. Our service coverage spans most of the globe, and we can deliver full functionality in all these areas. This includes Non Geographic numbers local to particular countries, and also the reporting functionalities delivered through all our NGN numbers.

• Q: We are considering advertising our business in the press & on TV, we are new to this and don’t want to make costly mistakes, is this something Creative Telecoms can help us with?
A: Absolutely, Creative telecoms have over 15 years experience setting up, supporting & monitoring advertising campaigns on behalf of our clients. To help you on the way please read 7 steps to setting up a successful campaign.

Q: How long will the setup / install take?
Non-geographic numbers take approximately half a day to set up, once contracts are returned and fees paid.


• Q: What do I do if I want to alter the service?
Please contact customer services for an on duty person. They will then provide you with accurate instructions to submit a change request via email. All changes should be ultimately made via email. This is done for legal reasons, and to also insure that changes are carried out exactly as requested.

• Q: What should I do if I find a fault?
Please contact Creative Telecoms customer services, for an on duty person and report the fault. We will then endeavour to take the best course of action to resolve any issues in a time efficient manner.

• Q: How do I speak to someone at Creative telecoms out of hours?
Creative telecoms provide 24h customer services to all customers free of charge. By calling any 0800 number at any time of the day or night, someone should be on hand to help.

• Q: Why are non geographic numbers superior to geographic numbers?
Non Geographic numbers have a vast number of benefits over traditional geographic numbers. The benefits are too vast to cover on here, however please feel free to visit the page that outlines the information in detail.


Outbound

• Q: If we switch from our current supplier to Creative Telecoms, will the switch over affect/disrupt our service?
Outbound changes are always done in the late hours of the night, or early hours of the morning, to avoid any disruption to services.

• Q: Can we switch our BT account to Creative Telecoms to save at least 50% on my call costs?
We can switch your business over with the minimum of fuss, and Creative Telecoms will handle the whole process for you, the change takes 10 days & there is no loss of service.

• Q: How long does it take from placing the order till we actually switch over to Creative Telecoms?
Outbound (CPS) usually takes 4 days to process and activate. There are however variables that may affect the time frame. If you would like to find out definitively, please contact both your old supplier and creative telecoms for more details.

• Q: What do I do if I want to alter a service?
Please contact customer services for an on duty person. They will then provide you with accurate instructions to submit a change request via email. All changes should ultimately be made via email. This is done for legal reasons, and to also insure that changes are carried out exactly as requested.

• Q: What should I do if I find a fault?
Please contact Creative Telecoms customer services, for an on duty person and report the fault. We will then endeavour to take the best course of action to resolve any issues in a time efficient manner.

Line rental & Line installation


• Q: How long will the set up/install take?
Installing a new line takes up to 10 days. Switching your line rental to us also takes 10 days.

• Q: Will the switch over affect our service?
Switching your line rental to creative telecoms takes approximately 10 days. There is no loss of service, as the switch over is conducted at midnight or just after it.

• Q: What do I do if I want to alter the service?
If you want to change your line type, this can be achieved by contacting Creative Customer services. They can be reached on any Creative Telecoms 0800 number. If you are unsure about what line types are available, please visit this page to find out more.

• Q: We are at the end of our current contract with our existing suppliers, we are not sure if we should look into VOIP as we have heard that there are advantages compared to standard PSTN telecoms.
A: As with all new customers Creative Telecoms always review your current services, once the review is complete we can then set out the options available to you, we base our reviews on cost, service levels, volumes of calls made, which destinations are you calling UK, International, Mobiles? Please ask for further details.

• Q: What sort of savings can I make when choosing Creative Telecoms?
Creative telecoms offers flat install and rental fees, with no hidden charges. We keep our pricing simple and straightforward so you can understand exactly what you are paying for and how much you are saving.

• Q: What should I do if I encounter a fault with the service?
Line rental faults are very rare, but when they do happen please follow normal procedure. Contact Creative Telecoms front desk / customer services to report the fault whereupon we will deal with it immediately.

• Q: Why do I need line rental?
After a line is newly installed, it will need line rental to keep it active and to allow services to flow to and from the line.
Broadband
• Q: ADSL running slow and costing too much, is there anything we can do?
Yes, there are always improvements in the speed and efficiency of ADSL, please call customer support for details.

• Q: How long does it take to set up broadband?
Once contracts and fees are paid, the order will be placed. Once placed, the order takes around 7 to 10 days to become active.

• Q: Will the switch over disrupt / affect service (if switching over from a different supplier)?
There could possibly be some mild service disruptions; however we try to conduct all changes around midnight to avoid any disruptions to your service.

• Q: Does Creative Telecoms supply a router?
We understand that most people already have broadband, and thus a router. We therefore do not automatically send a router with broadband orders (we pass the savings onto you the customers). If you would like a router please request this when placing your order. (when buying broadband, the sales person will provide you with the option.)

• Q: What do I do if I want to upgrade / alter my service?
Please contact creative telecoms customer services, where we would be happy to go through your options with you.

• Q: What sort of savings will I make by doing my broadband through creative telecoms?
Creative Telecoms offers broadband at a fraction of the price that all the major broadband operators charge. To put that into perspective, we charge less than 50% of what BT charge their customers for broadband of the same speed with unlimited downloads.

• Q: What should I do if I encounter a fault with my broadband?
Please contact Creative Telecoms customer services, for an on duty person and report the fault. We will then endeavour to take the best course of action to resolve any issues in a time efficient manner.

• Q: What sort of broadband speed can I expect?
Broadband speed has many variables that affect it. The area you are in, and its accompanying infrastructure, the computer you are using etc., etc.
We do however pride ourselves on offering some of the fastest ADSL2+ speeds with some users experiencing 20mbps Downloads in some areas of the country. The average speed is approximately 10 to 15 mbps. Please contact Creative Telecoms customer support with your telephone number to find out exactly what your speed would be if you came onboard with us.


• Q: We are looking at using SMS to advertise our products, is this available with detailed reporting so we can quantify our advertising/marketing results?
A: In short yes, Creative Telecoms can supply you with all the tools for an SMS based campaign, simple to use, cost effective & full live reporting.