F.A.Q.

Frequent Answer Questions 

FAQ

Important Information

When you’ve chosen our services, if you’re a new customer we’ll run a credit check to make sure it’s the right fit for you. We won’t need to do this if you’re an existing customer who’s upgrading. You’ll need to be over 18 years old to apply.

Each year our services will be increased by the Consumer Price Index (CPI) rate of inflation announced in February . If CPI is negative, we’ll will not increase.

For any services in a fixed contract during announced CPI rate will not have an increase.

You’ll see this increase on your April 2022 bill onwards.

Call our service desk on 01234 938 455  

Email: support@wanactive.co.uk

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To order our services you will need to phone or Email.

Phone: 01234 938 455

Email: Sales@wanactive.co.uk

 

Broadband

All migration charges where you transfer from an existing service for broadband  to wan active will cost £12.99

All new connections where you have an compatible line at the premises will cost £59.99

All our broadband services are broadband only without landline.

If you are needing voice with your broadband we offer this as a separate service.

Yes! All broadband services come with a single static IP address. We do offer more but at a monthly price.

If fibre is available to your business, we can typically get you connected in about 14 working days. This can vary based on your location but will be confirmed to you within a day or two of placing your order. If you want it ASAP when ordering, we’ll select the first installation date available for you automatically.

If you request a specific date, we’ll do our best to get you connected on, or as soon after, that date as possible.

We’ll agree the best installation date with you and let you know your time slot. Before we arrive, please think about where you want us to drill a hole from outside and where you want to position your router inside.

This needs to be near the hole and close to a double plug socket. This will keep additional disruption to a minimum. (This is usually where your existing phoneline and/or internet connection enters your home.) It will really help us if you can clear some space for us to work, both inside and outside your home. You’ll need your router to hand when our engineers arrive, and we will post this to you before your installation date.

The simple fact is that to get full fibre, brand new fibre cabling needs to be installed into your business. As most business have had copper phone lines for many years, it’s likely that you haven’t experienced this before, but by choosing Wan active, we will do everything we can to keep you informed and make things as simple and painless as possible. Even if your order happens to be a little complex, full fibre is the best broadband you can get, so the wait will be worth it!

If you have a morning appointment, the engineer will arrive between 08:00 – 13:00. If you have an afternoon appointment the engineer will arrive between 13:00 – 18:00. Make sure you have supplied us with your contact number and please ensure that someone is on site during the designated time frame.

Mobile & Mobile Broadband

You will get 3 alerts if you exceed your tariff allowance the alert will be sent by email & SMS which is registered on your account.

1st alert will be a warning if you exceed 50% of your allowance.

2nd alert will be a warning if you exceed 80% of your allowance.

3rd alert will be action taken if you exceed 100% of your allowance a bill limit protection bar will be placed on your account.

On all SIM-only and mobile broadband, we have a default bill limit of £10 this is to protect you from bill shock from going over tariff allowance at home or abroad.

Once we are made aware that a user has hit £10 the account will be barred. Due to the delay in receiving roamed data, it’s likely that the cost will be higher than £10, however, you would only be charged £10.

The bar will lift automatically on the 1st of the following month. If you request the bar to be removed  or increased then you will be billed the full cost of what you have been used.

The max amount the limit can be increased is up to £45.00

Wan active does not allow SIMs to be used in any equipment which enables the routing of calls or data (including, without limitation, text or picture messages) from fixed apparatus or standard devices to mobile equipment, by establishing a mobile to mobile call or transmission. Nor does it allow the use of any equipment which enables the sending of bulk SMS, voice or data services.

Wan active reserves the right to suspend without notice should we believe that such equipment is being used. During the suspension, the liability for any access charges or calls will rest with the consumer who is in contract with us.

Wan Active’ unlimited bundles are truly unlimited where usage is appropriate to subscription type.

Inappropriate usage would be considered as the following:

  • Any usage outside normal commercial practice > Any usage made via automated means (also see Gateway/AIT FUP) > Any usage that damages or impairs the hosting network. 
  • Any usage considered fraudulent, abusive, illegal or a nuisance
  • Data usage where users regularly tether to 12 or more devices or have used 600GB of data twice within a 6 month period 
  • Data usage where roaming outside of the UK and exceeding more than 25GB within a single billing period We may investigate usage in order to ascertain whether your unlimited usage is in line with these guidelines. In the event inappropriate usage is determined then we reserve the right to restrict services, adjust the plan or terminate the agreement based on the severity of the misuse.

We are seeing more usage from customers when traveling on planes or boats some of which have their own mobile network available but the costs are very high.

And most of the time exceed their bill limit which protects the customer from bill shock this, in turn, bar their account, so they are unable to use voice or data.

Please remember before going abroad or using any mobile service provided by sea or air to use airplane mode only use wifi if possible. All charges will be passed onto customers of any additional costs abroad.

Sip Trunks & Digital Voice Hosted

You can transfer your phone number from your current communications supplier at any time after you subscribe to Wan active service.

The actions you perform to transfer your phone number depends on whether a cable provider or non-cable provider supply your services. Regardless, prior to the transfer, do not cancel your existing service because you will lose the phone number that you want to transfer.

Our team we will explain how your number will be ported and handle number porting process.

When you place a 999/112 or 101 call within England, Wales, Scotland and Northern Ireland from a Softphone or web client or physical phone your call will be routed to the Emergency Services call centre.

When the centre receives your call, the operator will not have your address and may not have your phone number on hand, thus you must provide that information in order to assist the operator in determining where to route your call.

Yes we can organise it all for you. Call us on 01234 938 455

Our bundle unlimited UK calls includes geographic numbers 01,02,03 and mobile operators 02,Vodafone EE & Three.

To start, you’ll need a Microsoft 365 account and a  Microsoft Teams License that includes Phone System (E1/E3 + Phone System or E5).

Not sure don't have either we be able provide both give us a call 01234 938 455