CAN NGN FAQ's
Q. How long does it take to set-up a number?
A. On receipt of a signed contract and payment it will take up to 24 hours.
Q. If I want to change to a different destination number how long does it take?
A. In most cases 24 to 48 hrs.
Q. How do I re-direct my number and how much does it cost to do so?
A.You will need to contact CAN networks giving 24 hours notice. There is no charge.
Q. We have six lines off our main landline number, will we need to buy six no's?
A. No. All you need is one number, and it will accept as many simultaneous calls as your underlying system will allow.
Q. Will our customers still be able to call our normal STD landline number?
A. Yes, it will not affect it in any way.
Q. Can numbers be routed overseas?
A. Yes, but you will be subject to International diversion charges.
Q. Can our number be dialled from overseas?
A. CAN networks number ranges have been opened up for international access and, in theory; they should be routed from anywhere in the world. However, as we rely on each individual Country network provider to have configured their networks to recognise the numbers, we cannot offer a 100% guarantee that every call will get through.
Q. Will we ever have to pay call charges on a 0845 number?
A. No. The only time you will ever incur charges is if you have the 0845 number routed to a mobile or international number.
Q. Our calls are less than 2,500 minutes per month so when do we pay our monthly £10 service charge?
A. At the start of your contract.
Q. How do I get my CAN networks number displayed for outgoing calls?
A. This is a BT service called "number presentation". You can enquire at CAN networks for an application form.
Q. Do I need to inform BT of this service?
A. No. Our services do not require BT involvement.
Q. Do we get free yellow pages listing?
A. Yes if you have your number listed in the BT phonebook yellow pages will contact you in due course regarding your free standard listing.
Q. I have a 0845 number with BT can I transfer it over to CAN networks and benefit from no call charges?
A. Yes, the transfer is free of charge from BT, the only costs involved will be the service charge per year.
Q. What are your payment terms?
A. 14 days via Direct Debit
Q. What type of bill and reporting will I receive?
- Monthly summary of activity made to your number for calls missed/engaged/unanswered
- More detailed reports are also available summarised week/day and every 15 minutes - £POA
- Monthly Invoicing detailing summary and top 10 analysis of calls made
- 12 month rolling bills including full Itemisation via www.can-uk.net billing on-line
Q. What is involved in setting up a new number?
A. Step 1 - Set up
Once you have completed the necessary CAN customer contact numbers order form and contract your order will be processed and your company details checked and entered onto our central database. The necessary credit checking will also be carried out. It may be necessary for us to contact you for additional information to support your credit application.
Step 2 - Livening
This involves the ordering of the non-geographic numbers you have reserved with the network. It usually takes 7 working days to liven these numbers, which will then be tested. If you are 'porting' your numbers (moving your existing non-geographic number to our network) this can take 20-25 days, but can vary depending on the networks involved. The Installations department will advise you at each step of the process.
Step 3 - Testing
At the final stage we will check the non-geographic numbers connect to the correct destination numbers you have provided - this is achieved through a series of network tests.
Step 4 - Routing Confirmation
Once final checks have been made the connection will be confirmed as completed with you and you will be passed to one of our experienced account management team who will become your regular and consistent point of contact with CAN networks.