Frequently Asked Questions

Business Services

Account Support

What do you need help with?

Fix a Problem

For any questions or queries you may have regarding your Account or Services with 2 Circles, we always recommend that you first speak with your dedicated Account Manager.

How to fix a problem

Our support team are on hand 24/7/365 to advise and assist you with any issue you may be experiencing.

To report a fault on any service, please call your dedicated Account Manager on 03456 200 200. Your Account Managers contact details can be also found via the ‘My 2 Circles‘ portal.

Outside of office hours (09:00 – 17:30), technical support is available from our specialist engineers who can be contacted on the above number (option 1).

For our full Terms and Conditions, please see our Terms and Conditions.

Voice Solutions

What do you need help with?

Business Lines

What to Expect on the day of the transfer

Your line will transfer in the AM and the transfer will be seamless you may need to check the set up of any existing Call Diverts as on a few rare occasions the divert is ‘knocked off’ and although retained may need resetting to set up prior to transfer.

What to expect on the day of a NEW install

An Openreach engineer will visit your premise within the time slot advised by Order Hub (AM = 8am-1pm or PM=1pm-6pm) and will install a socket within the location in the premise specified, the socket location will be within 3 metres of the demarcation point*, Once the engineer has wired the socket and fitted the NTE5 faceplate the socket is operational for voice (once a phone is plugged in).

*point of entry into the building

What can I have on my line?

1 Line with facility to add Standard or Fibre Broadband.

Standard and Fibre Broadband can only be applied on this type of line

Multiline

What to Expect on the day of the transfer

Your Multiline will transfer in the AM and the transfer will be seamless you may need to check the set-up of any existing Call Diverts as on a few rare occasions the divert is ‘knocked off’ and although retained may need resetting to set up prior to transfer.

What to Expect on the day of a NEW install?

An Openreach engineer will visit your premise within the time slot advised by Order Hub (AM = 8am-1pm or PM=1pm-6pm) and will install the requested amount of sockets within the location in the premise specified, the location of sockets will be within 3 metres of the demarcation point*, Once the engineer has wired the sockets and fitted the NTE5 faceplate the sockets are operational for voice (once a phone is plugged in).

*point of entry into the building

What can I have on my line?

Minimum 2 up to maximum 30 lines on same number.

*You cannot apply Broadband on these lines

ISDN2 Digital System & Digital Standard

What to Expect on the day of the transfer

Your ISDN2 will transfer in the AM and the transfer will be seamless.

What to Expect on the day of a NEW install?

An Openreach engineer will visit your premise within the time slot advised by Order Hub (AM = 8am-1pm or PM=1pm-6pm) and will install x ISDN boxes (2 per ISDN2) depending on amount ordered within the location in the premise specified, the ISDN box location will be within 3 metres of the demarcation point*, Once the engineer has installed the ISDN box(es) circuit operational.

*point of entry into the building

What can I have on my line?

Digital System
Channels are supplied in 2s with a Minimum of 2 & Maximum of 30 with facility to have combination of up to 5 blocks of either DDIs (Blocks of 10) or SNDDIs (single numbers) which must include the Main Billing Number.

Digital Standard
ONLY 2 channels with facility of up to 9 MSNs (Single numbers) plus the Main Billing Number.

*You cannot apply Broadband on these lines

ISDN30

What to Expect on the day of the transfer

Your ISDN30 will transfer in the AM and the transfer will be seamless.

What to Expect on the day of a NEW install?

An Openreach engineer will visit your premise within the time slot advised by ISDN30 and will install ISDN30 box within the location in the premise specified, the ISDN box location will be within 3 metres of the demarcation point*, Once the engineer has installed the ISDN box you will then need your Telephone System maintainer to connect ISDN30 box to your telephone system and then book a BIS (Bring into service) date & time with order hub to make circuit operational.

*point of entry into the building

What can I have on my line?

Channels are supplied with Minimum of 8 & Maximum of 120 with facility to have combination of up to 5 blocks of either DDIs (Blocks of 10) or SNDDIs (single numbers) which must include the Main Billing Number.

*You cannot apply Broadband on these lines

Fix a Problem

For any questions or queries you may have regarding your Account or Services with 2 Circles, we always recommend that you first speak with your dedicated Account Manager.

How to fix a problem

For further information on fixing issues with your 2 Circles account or services, please see the Fix a problem section in Account Support.

Connectivity Solutions

What do you need help with?

Phone Line & Broadband

Applies to:

  • Broadband Unlimited (8Mb, 24Mb)
  • Off Net Superfast Fibre Broadband (40/10Mb, 80/20Mb)
  • Off Net Superfast Fibre Broadband Priority (40/10Mb, 80/20Mb)
  • On Net Superfast Fibre Broadband (40/10Mb, 80/20Mb)
  • On Net Superfast Fibre Broadband Priority (40/10Mb, 80/20Mb)
  • Voiceband 24Mb (standard, Priority)
  • Business Call Saver (8Mb, 24Mb, 40Mb, 80Mb)

What to expect on the day with a NEW line installation of Broadband

An Openreach engineer will visit your premise within the time slot advised by Order Hub (AM = 8am-1pm or PM=1pm-6pm) and will install a socket within the location in the premise specified, the socket location will be within 3 metres of the demarcation point*, Once the engineer has wired the socket and fitted the NTE5 faceplate the socket is operational for voice (once a phone is plugged in) the Broadband element will also be operational by midnight that day. You will need to connect your microfilter and router.

 

*point of entry into the building

What to Expect on the day of a MIGRATION of Broadband on an existing line?

A migration can take place anytime during the day specified by Order Hub and your old service will be operational until our order ‘kicks in’ so please leave your existing router plugged in until your old service stops working, once disconnected the activation of your new service has begun and you will need to plug in the pre-configured router supplied by 2 Circles or reconfigure your existing router with details supplied by Order Hub and service will be operational, BT Wholesale process the cease of old service which then generates the activation with ourselves.

What are the Broadband Configuration details?

Broadband Unlimited (8Mb, 24Mb)

  • Primary DNS: 217.146.96.77
  • Secondary DNS: 217.146.96.78
  • Outbound (SMTP) Mail Server: smtp.2circlesnet.com

 

Off Net Superfast Fibre Broadband (40/10Mb, 80/20Mb)

  • Encapsulation/Type: PPPoE / VC
  • MTU: 1432
  • VPI/VCI: 0 / 38
  • DNS: Set to Obtain Automatically

 

Off Net Superfast Fibre Broadband Priority (40/10Mb, 80/20Mb)

  • Encapsulation/Type: PPPoE / VC
  • MTU: 1432
  • VPI/VCI: 0 / 38
  • DNS: Set to Obtain Automatically

 

VoiceBand 24Mb (Standard, Priority)

  • Encapsulation/Type: PPPoE / PTM
  • MTU: 1492
  • VLAN: 802.1p=0 802.1q=101
  • DNS: Set to Obtain Automatically

 

Business Call Saver (8Mb, 24Mb, 40Mb, 80Mb)

  • Encapsulation/Type: PPPoE / PTM
  • MTU: 1492
  • VLAN: 802.1p=0 802.1q=101
  • DNS: Set to Obtain Automatically

 

On Net Superfast Fibre Broadband Priority (40/10Mb, 80/20Mb)

  • Encapsulation/Type: PPPoE / PTM
  • MTU: 1492
  • VLAN: 802.1p=0 802.1q=101
  • DNS: Set to Obtain Automatically
Guaranteed Connectivity

Includes:

  • Leased Lines (Private Ethernet lines)
  • Ethernet First Mile (EFM)
  • Ethernet over Fibre to the Cabinet (EoFTTC)
  • Fibre to the Premises (FTTP)

 

What to expect from a guaranteed service

We aim to provide a 99.5% service up time and in the rare instance that your service does drop, we aim provide a fix within 7 hours.

For further information about our Leased Line service levels and remedies, please read our Leased Line service levels Document.

Order Acceptance

After signing your order with your 2 Circles representative, your order will be handed over to our provisioning specialists, Order Hub, for verification and quality control. Order Hub will then begin liaising with our partners and suppliers to help ensure a smooth delivery of service.

Survey & Planning

Once the order has passed quality control your order will be assigned a Site Survey Engineer who will survey the order location comprehensively to draw detailed construction and installation plans. It is important to have a representative present during this survey to ensure the Surveyor is aware of where the line needs to enter your premises (I.e. Your comms or IT room). Your Site Survey Engineer will visit your premise within the time slot advised by Order Hub (AM = 8am-1pm or PM=1pm-6pm).

When multiple delivery routes are identified the Survey and planning stage can be delayed whilst the network planning team consider the best course of action for delivery of service.

Wayleave

When work is required on privately owned land, BT Openreach require written consent (Wayleave) from the land owner that grants access to install and maintain or repair network equipment. As this stage is reliant on third party participation, delays can occasionally arise.

Excess Construction Charges (ECC’s)

Depending on the network planners chosen delivery route, some orders incur Excess Construction Charges (ECC’s). Typically, this is when non-standard work or materials are required to achieve a fibre presence at the premises.

We understand that these charges may require some additional consideration. If ECC’s are applicable, we will place your order on hold for up to 25 days, so you have plenty to decide whether to proceed with your order. After this 25-day period, if no decision has been reached the order will be automatically cancelled but can be requoted and replaced thereafter. After you have been quoted ECCs, any additional network construction charges thereafter will not be chargeable to you.

External Works

Some installations involve external works such as road works, installing new ducting, repairing blocked and damaged ducting, splicing and blowing fibre and working with non-standard joint boxes. Although external works are not often required, in the rare instance they are required they can cause delays of up to 8 weeks depending on the scale of the works.

Install, fit and provisional testing

An Engineer will be tasked with executing the planning teams’ instructions and will visit your site to complete installation of the internal cabling the Network Terminating Equipment (socket). Again, it is important at this stage to have a representative present to ensure the Engineer installs the socket in the same location that had been requested during the Survey and Planning Stage.

Once the NTE has been installed the engineer will conduct provisional testing on the line to ensure the internal cabling is working and operational.

Testing

The network will then perform further testing back to the core network to ensure the circuit connection and speeds are as expected, this can take up to 10 working days.

Wires Only
A Wires only service means that we do not provide you with any equipment beyond that provided by the network. Once the Testing phase has been completed, your Order Hub representative will contact you with an IP handover, this will provide you with the basic IP and configuration information you will need to set-up your router.

Managed Service
If you have a 2 Circles Managed Service, our IT Solutions team will be in contact arrange router configuration. This will either involve delivery of a simple ‘plug and play’ router, remote router configuration or, for more complex solutions, on site configuration. Our specialist IT Solutions teams will then conduct further remote testing to ensure the service is functional and usable.

Circuit Live

Upon completion of the final testing, you will be able to connect your network and devices and begin using your 2 Circles Leased Line.

Timescale

Please note that installations of this type require cooperation from third parties and several external parties including Openreach, so where timescales are given, these are purely indicative and should be considered as guidelines instead of guarantees.

Internet of Things (IoT)

What do you need help with?

Fix a Problem

For any questions or queries you may have regarding your Account or Services with 2 Circles, we always recommend that you first speak with your dedicated Account Manager.

How to fix a problem

For further information on fixing issues with your 2 Circles account or services, please see the Fix a problem section in Account Support.

VoIP Solutions

What do you need help with?

VoIP Solutions

Applies to:

  • Future Office
What to expect with a new installation?

Installations for our VoIP solutions are a little different from our other products. As our VoIP services are hosted on the internet any configurations to your virtual PBX can be made remotely. This means we configure your phone system to meet your exact specifications quickly and easily.

This also means that the only on-site work that is required is the installation of your new IP phones and training your staff on them. Order Hub, our provisioning specialists, are on hand to manage your order from start to finish, including the engineer site visit, to ensure a smooth delivery of service.

What to expect with a transfer?

All transfers are currently initiated by the supplier you are moving away from, so whilst we’re able to advise of a transfer date, unfortunately we are unable to advise of a specific timeslot that the transfer will commence. Order Hub will be in contact with you during the provisioning process to arrange the most suitable rollout plan:

Same-day rollout
On the allotted transfer date, we will arrange for an engineer to visit your site to install your new IP phones and conduct training so you can start using your new hosted phone system as soon as it is set up & configured.

Staggered rollout
To ensure the absolute minimum amount of downtime we install and configure your new IP phones, train your staff and then re-route your calls from your existing phone system to your new hosted phone system so you can start using it right away. We then work in the background to transfer the numbers to ensure minimal disruption to your business operations.

What do you need to do?

All we require is your up-to-date contact so we can keep you updated on the progress of your order, ensure the system is configured to your unique requirements and deliver a better customer experience.

Will there be any downtime?

Upgrading to a hosted phone system involves a change of technology, which means a brief period of downtime is unavoidable. The length of the downtime depends on the requirements of your order and can last for up to 4 hours (at most), but can also be as little as 5 minutes, so you may not even notice any downtime at all.

Whilst we understand any period of downtime can be inconvenient for any business, our VoIP services have achieved an uptime of 99.999% over the last 14 years (this is equivalent to a total downtime of 74 minutes), so the transfer is well worth the interruption.

Order Rejected or Delayed?

All our VoIP solutions require some form of collaboration with third parties, like Openreach, and due to the complicated nature of telecoms plans can occasionally go awry. But there is no need to worry. On the rare occasion that an order does not go to plan, Order Hub and our in-house escalations team, are always on hand to rectify the situation.

Our orders are only rejected when the order is not achievable, the order details are incomplete, or the order details are incorrect.  Some of the most common issues we encounter can be found.

Address or postcode issues

The order has been placed against an incorrect postcode
Please confirm your postcode with Order Hub or your 2 Circles representative so the order can be replaced.

The provided address is not registered with Royal Mail
Please register your property with the Royal Mail to progress your order. To register your property please visit: www.royalmail.com/account-type

 

The provided postcode doesn’t match with BT records
Please contact either your current supplier or Openreach to confirm the registered address (not the Billing address). You should only need to confirm the telephone number registered against this required address.

A cancellation has been processed by the current supplier

If you have not requested this, please contact Order Hub to re-place the order, or your current supplier for further details on the cancellation.

The exchange is not capable of supporting the requested service, or the requested service is already fully utilised

The exchange may not be capable of supporting the connection that you have ordered, and there may not be enough demand for the network to increase capacity. We offer an extensive range of solutions in our product portfolio and recommend reviewing your options with your 2 Circles representative.

There are orders currently placed against this line that have not yet been completed or that conflict with the requested order

Any existing orders will need to be completed or cancelled before another order can be placed. Order Hub will be able to provide further information on the order and advice you how to proceed.

Fix a Problem

For any questions or queries you may have regarding your Account or Services with 2 Circles, we always recommend that you first speak with your dedicated Account Manager.

How to fix a problem

For further information on fixing issues with your 2 Circles account or services, please see the Fix a problem section in Account Support.

IT Solutions

What do you need help with?

Timescale

Timescale

Our IT Solutions are tailor-made for each customer and so timescales can vary between each solution. Our IT Solutions experts will be able to advise you of the your implementation plan.

Fix a Problem

For any questions or queries you may have regarding your Account or Services with 2 Circles, we always recommend that you first speak with your dedicated Account Manager.

How to fix a problem

For further information on fixing issues with your 2 Circles account or services, please see the Fix a problem section in Account Support.

Channel Partners