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Wholesale Voice FAQs
0845 058 9000
About Zen Wholesale Voice
What is Zen Wholesale Voice
Are my phone calls secure
How much bandwidth does the Zen Wholesale Voice service use
How can I order Zen Wholesale Voice
What is the minimum contract length
How many users is this service suitable for
What is your policy on Emergency Calls
What happens if I lose my Internet connection, or connection to your Voice server
How good is the voice quality
Billing
Do Zen Internet provide me with a bill
How often will the information in the portal be updated
How can I pay for my Zen Wholesale Service
How do I cancel my Zen Wholesale Voice Service
Miscellaneous
If I cancel my service, what happens to my billing
How can I contact Zen Internet if I have a Voice related question
About Zen Wholesale Voice
What is Zen Wholesale Voice?
Zen Wholesale Voice is Zen's voice solution for businesses with their own PBX with SIP interface (usually known as an IP PBX).
Are my phone calls secure?
Yes. Your Zen Wholesale Voice service user name and password are linked to the IP range of the Zen connection you use to make phone calls. In addition to this, an encrypted authentication takes place between your connection and our Zen Wholesale Voice system.
How much bandwidth does the Zen Wholesale Voice service use?
A voice call made via Zen Wholesale Voice uses approximately 80Kb per second which equates to rougly 0.60MB per minute. If you were to make over 55 hours worth of telephone calls you would use approximately 2GB of any download cap you have.
How can I order Zen Wholesale Voice?
You can register an interest in the product here or if you are a partner via the partner portal in the Order online section after you have logged in. Once you have registered an interest we will provide further details on pricing and provisioning.
What is the minimum contract length?
One month.
How many users is this service suitable for?
The number of users is limited by the bandwidth of the connection you use to make your calls.
What is your policy on Emergency Calls?
If you make an Emergency call across our Voice network, we will endeavour to try and carry the call. However, we can make no guarantees that we will be able to and there may be issues with location information. For these reasons we recommend that you make Emergency calls using a phone that is connected direclty to the PSTN/use a mobile phone.
What happens if I lose my Internet connection, or connection to your Voice server?
We recommend that you make provision to route calls over the PSTN/another supplier if you lose connection to our server.
How good is the voice quality?
Voice clarity is generally much better than a mobile telephone and in normal situations it is the same as calls made over the PSTN. However, degradation can occur if there is heavy data transfer on your connection.
Billing
Do Zen Internet provide me with a bill?
Yes, we will provide you with a summarised bill that will be sent by PDF. Hourly itemised call information is available on-line in the portal that can be accessed at https://portal.zen.co.uk/
How often will the information in the portal be updated?
The information will be updated every hour, so you can constantly check how much your bill will be.
How can I pay for my Zen Wholesale Service?
One of the stipulations when you apply for the Zen Wholesale Voice service is that you apply for a credit account with Zen Internet. You will then be able to make calls up to the value of your credit account.
Miscellaneous
How do I cancel my Zen Wholesale Voice Service?
If you want to cancel your Voice service then please do so via the customer portal (https://portal.zen.co.uk/). You must provide 30 days notice if you would like to cancel the service.
If I cancel my service, what happens to my billing?
Once your cancellation date has passed, you may be sent a final bill that you will be required to pay for all calls made up until the cancellation date.
How can I contact Zen Internet if I have a Voice related question?
You can contact us on mailto:mailto:voicefeedback@zen.co.ukor ring our sales team on 0845 058 9000.