Frequently Asked Questions
If you can’t find the answer to your question in our FAQs, you can call us on 0330 088 0038 or email us at firstname.lastname@example.org
What is the everreach phone service?
everreach is a new phone service for busy small business owners to help them take control of their business calls.
You choose a "virtual" local or non-geographic national rate number for your business. You then use the everreach website to manage your incoming calls according to how your business works.
Your small business will sound more professional and you’ll be able to streamline your business communications.
How can everreach help my business?
everreach has been built with busy small business owners and entrepreneurs in mind. It is designed to be simple to use and flexible to the needs of your business.
Having a geographic number gives your business a more professional appearance over a mobile number. It gives your customers a feeling of confidence. Whereas a landline means that you need to have staff always in the office, our virtual numbers work regardless of where you might be.
Putting customers through to the right person at the right time saves time, money and reduces frustration. Having simple to navigate call menus means your customers can choose the right option for them.
We know your needs can vary from month to month so we don’t tie you down to any fixed term contracts. If you don’t want your number anymore you can just cancel and you won’t pay another penny. Your subscription will end at the end of your current billing month. More details about how to cancel are set out in our terms of service.
Does everreach replace my phone service?
everreach is a service that is designed to improve your phone service but not to replace it. As your number is "virtual" you can only receive incoming calls. You won’t be able to make outgoing calls with the service and you won’t get a dial tone. To make outgoing calls you will need to use your existing mobile or landline provider.
To use call forwarding related features, you’ll need an existing phone number, either a mobile, office or home landline number otherwise you’ll have nowhere to send the caller.
Are there restrictions on where I can forward my calls?
You may only forward your calls to standard UK geographic numbers (those beginning with 01 or 02) or standard UK mobile phone numbers.
The everreach service does not allow you to forward your calls to premium rate, special services and non-geographic numbers (for example, those beginning with 09, 08, 05 or 03), short codes or personal numbers (those beginning with 070).
We may change or add to the restrictions of the everreach service at any time and we do not guarantee that they will stay the same. The above list is a summary and you may find that a particular number is not accepted by the everreach service. If you run into any problems please let us know!
Subscription Plans and Billing
What is the difference between the everreach subscription plans?
You can choose one of two different everreach subscription plans:
Our START plan is £10 a month (plus VAT) and you’ll get one "virtual" number for your business, all the standard features of the service plus a fixed allocation of 500 minutes to use for incoming calls to your business number.
Our GROW plan is £15 a month (plus VAT) and you’ll get one "virtual" number for your business, all the standard features of the service and 800 minutes to use for incoming calls to your business number.
Our RUN plan is £25 a month (plus VAT) and you’ll get one "virtual" number for your business, all the standard features of the service and 2000 minutes to use for incoming calls to your business number.
Are there set up or activation fees to use everreach?
There’s nothing for you to pay other than the monthly fee based on your choice of subscription plan. Just choose your number and your plan and you’ll be all set to start using the service.
Do I need to sign a long term contract?
No, everreach is a flexible service that you can pay for on a month-by-month basis (each month being a billing period). If you don’t want to use the service any more, you just cancel inside your current billing period and you won’t have to pay for the next month. Your service will end at the end of your current billing period.
If I upgrade my subscription during a billing month, can I downgrade again?
Yes. The downgrade will come into effect from the next billing period.
Who owns the number assigned to me by everreach?
When you choose your everreach number as part of your subscription, we lease your number on your behalf from a wholesale telecoms provider. As a result, we own the number but it’s yours to use for as long as you are subscribed to the everreach service.
I have a free trial code, why do I have to provide my credit / debit card details?
We promise not to charge your credit / debit card during your free trial unless you instruct us to do so. In order to maintain a seamless service for you, at the end of your free trial, you will automatically continue on the plan that you have selected and be charged for that plan.
Can I change my subscription plan?
Yes, you can upgrade or downgrade your subscription plan whenever you like, at any point during your subscription. An upgrade is where you change to a plan with more minutes, and a downgrade is where you change to a plan with less minutes.
To upgrade you will need to pay the difference between the price of your old (lower) plan and your new (higher) plan for your current billing period. If you upgrade your minutes allocation will change immediately. You will receive the difference between your old (lower) plan and your new (higher) plan for your current billing period.
If you downgrade, your new plan will take effect at the start of your next billing period. Until your current billing period runs out you will remain on your existing plan keep the minutes that you have already paid for.
How do I update my credit / debit card information?
To update your credit / debit card information, just log in and go to the Billing section of our website to change your details. We’ll also send you an email notification if your card is close to expiration so you can update your details and make sure your subscription can continue as normal.
How do I cancel my everreach subscription?
If you decide that you no longer want to use the service, you just need to log in to our website and click the "cancel my subscription" link in the Billing section of our website. Your subscription will finish at the end of the current billing period.
If I cancel my subscription mid-way through a billing period, will I get a refund?
We don’t provide refunds for cancelled subscriptions. You’ll get full use of the service along with the full allocation of minutes that you’ve paid for depending on what plan you have selected until the end of the current billing period.
If I cancel my subscription and then change my mind, will I still be able to get my original number back?
We may hold your number for a period (usually up to 3 months) for you to reactivate in case you change your mind, but this is not guaranteed. Please email us to check if your number is still available.
If I cancel my subscription, will my virtual number be made available to other people to use?
Yes. The number will eventually be recycled to ensure that we do not waste telephone numbers. In practice this usually takes a little bit of time. We ask that you do your best to ensure that your business is no longer associated with the virtual number you no longer use, so that other customers donot receive calls meant for you.
If I cancel my subscription, will my call records and voicemails be saved?
Note that whilst you are subscribed to the service, if you have voicemail to email enabled, all your voicemails will have been sent to your email inbox so you can keep your own backup if you need to.
Using the everreach service
I can’t access my account. What do I do?
Remember: Your username is always the email address you registered with when you signed up to the service.
What happens if I exceed the minutes in my plan?
We’ll send you an email to warn you that you’re getting close to your usage limit. Once you hit your monthly minutes limit, we’ll send any incoming calls straight to your voicemail and you’ll be able to retrieve the messages as normal, either from email or the Calls and Voicemail section of our website.
You have the option to upgrade your plan at any point during your billing month if you need extra minutes. See the answer to the question "Can I change my subscription plan?" above.
How will I know when someone is calling my everreach number?
The everreach service gives you options as to which number is displayed when you receive an inbound call. You may opt to display your everreach virtual phone number, so that you can easily distinguish between personal and business calls. Alternatively, you may opt to have the caller’s phone number displayed (when not withheld). Selecting which number is displayed is done from the “Advanced Features” tab of the Reception page.
Can I restore deleted voicemail messages?
Just like a normal landline or mobile voicemail service, once you press the delete button to remove a message, it will be gone forever. We can’t recover any messages, but if you have voicemail to email enabled, all your voicemails will have been sent to your email inbox so you can keep your own backup if you need to.
Do my unused minutes roll over into the next month?
No. Every month your allocation of minutes is reset. So if you are on the Basic Plan with a monthly subscription and don’t use your 500 minutes allocation during the billing period, you won’t be able to roll them over to the next month, they’ll just start back at the full 500 minutes for the new month.
How can I view my invoices?
To view your monthly invoice just go to the billing section of your account and you’ll be able to see the latest month’s bill in there. We’ll also email in advance of a new billing month you so you always know when your next bill is going to be charged to your credit / debit card.
Can I use everreach to forward my calls internationally?
At the moment, everreach only supports call forwarding to UK landline and UK mobile numbers only. If you feel like this is a service that you would like us to support in the future, please let us know as we will try to prioritise the addition of new features that our customers want the most.