A detailed Look at Frequently Asked Questions about the just-VOIP service

Our normal Customer Service hours are 08:00 until 22:00 GMT daily. By this we mean we should respond to any e-mail query during these hours. Please note, we never make outgoing voice calls of any type to our Customers or Potential Customers – please see our Privacy Policy. However, if you do not have access to the internet, you will be able to text us (send us an SMS) on +447786200690

Please bear in mind that, apart from general system failures which are very rare, the resolution of faults and in particular the time taken will depend on:

• the quality of the internet connection you are using and the network quality experience at your caller destination – for example, if you are calling a mobile phone number in Africa, the network quality or signal strength may not be high standard.
• the calling destination (e.g. Afghanistan will usually take longer to resolve than say Australia);
• timing of the report (faults reported at weekends can take longer as we need to test calls to destinations and this depends on the availability of the other party), and of course
• the exact nature of the problem (it could be a simple rerouting requirement or it might be something far more technical).  For these reasons, we cannot establish a meaningful service level for faults.

Some are resolved within a few hours, others take a few days. What is clear though is that out of say 250 plus destinations, at any time, there can be 2 or 3 with a fault! We are sorry if yours is one of those 2 or 3 but we undertake to make every effort to ensure that any inconvenience is kept to an absolute minimum.

Please use our Contact Form to report as much detail as possible regarding the nature of the fault e.g. one way audio, no connection, poor voice quality etc.)

Contact/emails received until 12.00 Midnight GMT, will usually be dealt with within 1/2-2 hours.

Communication received after midnight and up to 7.00 am are very often also dealt with within 1-2 hours but officially, we will deal with these the following morning! SMS messages received after hours will be given similar priority to contact / emails and dealt with as above.

At weekends, similar rules apply, except that after hours response times will be 2-4 hours.