Frequently Asked Questions

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vivi VOIP frequently asked questions

Getting Started

What is a Vivi Phone System?

Vivi is a cloud-based business VoIP phone system. We combine a hosted phone system with advanced call management, reliable phone service, and full-featured IP phones that arrive pre-configured and ready for use.

Vivi allows you to easily connect your office, remote and mobile employees under one phone system, regardless of location.

Unlike expensive, conventional phone systems, Vivi is managed online – we do the work and you simply use it. By eliminating the need for complex hardware, lengthy installation and technical expertise, you get the functionality and flexibility to easily connect with customers without high costs or hardware hassle.

Vivi makes your business communication easy, affordable and accessible from your home, office, or wherever you need to be.

How much does a VoIP system cost?

We like to keep our pricing clear and simple. We have four Talk Plans to choose from starting from just £6 per month.  Our plans include all of our standard system features.

Our service is backed up by our Vivi Care Plan, ensuring business class customer services.

If you think you have seen a better deal on another network, we will always price match any deal you may have seen elsewhere, like-for-like.

If you would like to receive a quotation for a VoIP Phone System for your business, just get in touch – we would be more than happy to put together a quote for you.


Is there a free trial period?

Yes, if you get in touch with us, one of our friendly customer care team members will be able to set you up with a trial account for you to fully test out our VoIP Phone System.

We would usually be able to set up up to 5 users and you can use these to test out calling each other and also make a few outbound calls.

During the trial you will have access to the complete phone system, so we can set up a login for you to have a look around the back-end of the system (Online Customer Portal) where you manage your phone system.

Also, for ultimate peace of mind, Vivi offers a 30-day trial period for all new customers, so even if you have paid for your phone system and have it set up.  If you don’t feel the system is for you then don’t worry! 

What is the minimum contract duration?

Vivi has contract durations to suit everyone.  You can sign up from as little as a 30-day rolling contract on all of our Talk Plans. Or if you prefer you can contract to us for longer periods to benefits from our lowest-cost plans.


How many calls will I be able to make/receive at any one time?

We don’t restrict the number of simultaneous calls on your account.  Say, for example, you have 20 users on your phone system, then all 20 users will be able to make and receive calls at the same time.

Can I keep my existing number?

Yes, we can arrange to port in your existing number from your current provider – a bit like porting your mobile number to another network.

We take complete control of the porting process making it completely hassle-free. Number porting takes around 14 days to complete.

What telephone number will I have?

If you have a number you need to keep, you can bring it over to us with no problems.  

Alternatively, you can choose a new number (or as many you need).  You can choose a number from any UK town, or city or even opt for a local rate 033, national 084 or 0800 freephone number.

Just let us know what you need.

Will I be able to work from mulitple locations?

You will be able to connect to your vivi phone system anywhere with an internet connection.

This allows you to work from the office, your home office, or even via your mobile when you need to be on the move.

Set up

How do I install the VoIP Phone System?

We will configure all of your extensions/users exactly to your requirements prior to setup.

This means any hardware we send to you (phones, routers etc) will be pre-loaded with your setup requirements before they leave us. When they arrive with you, you just have to plug them in and they will be ready to use straight away.

If you are going to be using softphones, then we will email you the registration information and help you set them up remotely.

All of this backend work means that we cut out any expensive site visits and installation costs. The extensions simply pick up settings from our servers when you connect them to your network.

Of course, if you need any help setting up your users, our support team are always on hand to help.

Do you recommend a certain type of router?

We recommend that you use a Draytek Vigor router with our VoIP telephone systems. Particularly if you are creating an office environment where a few users will be working from the same location.  (Home/remote users should be fine using a standard home router)

The router you use will make a big difference to the performance of your system. Standard issue routers often cause issues due to them not handling the voice data accurately and can not prioritise voice traffic above data.

Voice priority (sometimes referred to as Quality Of Service or QOS) is extremely important when you have voice services on your network.  Without QOS enabled and set up on your network, your router will treat all traffic with the same priority, and you may notice the following issues-

  • Poor voice quality

  • Lost or missing speech

  • Dropped calls


Can I change the set up of my business phone system?

Absolutely! When we set up your phone system for the very first time, we will create your media and call routing after much discussion with you as to how you want the phone system to work.  But, remember, this setup can be altered, tweaked or completely revamped at any time.

You will have access to your online portal where you can make any changes at any time.  Our team are also happy to assist with any changes to the phone system configuration.

What Talk Plan will I have?

We have Talk Plans to suit everyone.

Our entry-level plan is a Flat rate plan, which has a low monthly cost per user and includes a low rate cost per min for outbound calls.

Our 3 other plans (Talk lite, Talk More and Talk Unlimited) include a package of free minutes for you to use to make outbound calls, you can see full information about our Talk Plans here

You can move up a Talk plan at any time, and if your circumstances change and you need to lower your plan, then just get in touch with our customer services team and we will do everything we can to help you.

Can I add on extra users at a later date?

Yes, our VoIP phone systems are completely scalable and grow with your business. Our phone systems are not capped with a limited number of users / VoIP Extensions, so if you need additional handsets/users as your business expands, then just let us know and we can quickly deploy new users to you.

Can I redirect my calls?

Yes, calls can be routed to any location – either another extension on your system or an external landline or mobile number.


Your account

Can I pay via Direct Debit?

Yes, you will receive your monthly bill on the 1st of the month and Direct Debits are taken on or around the 15th of the month.

Bills not paid by Direct Debit will incur a £6 non-Direct Debit charge.

You can view your bills on the “My Account” area, where you can view, download and pay any outstanding bills. Within this section, you can also set up a Direct Debit if you do not already have one in place.

How will I be billed?

Monthly invoices are generated on the 1st of every month. Once the bill has been generated, we will email you a link to it. Click on it to view the bill as a PDF.

You can also view all bills in your ‘my account’ area, where you can view, download and pay for your invoices online.

vivi bill services in advance, and calls in arrears, therefore allowing you up to a month’s credit on calls made.

Will I have access to an Online System Manager?

Yes! Once you create your account with us you will have access to the Online System Manager.  This is where you will make any changes, view/edit your call routing, view live billing information, view your call statistics plus much more!

Will I be able to view call statistics?

Yes! Once you create your account with us you will have access to the Online System Manager.  This is where you will make any changes, view/edit your call routing, view live billing information and also view your call statistics.

Call statistics are available on both inbound and outbound calls, and you can search via the telephone number, date, and extension number.


What happens at the end of my contract?

When you approach the end of your contract, we will be in touch with you to give to clear options of what you can do next. These options will include renewing your contract, keeping your account as it is, or cancelling your account.

We will always ensure that you are shown the best available Talk Plans and you will have the opportunity to choose another plan if you think it would suit your usage better.

For more information please contact our friendly Customer Care Team via telephone, the live chat facility or email –



What is Vivi Care?

Vivi Care is our complete care package that we offer to all of our customers.

It includes:

  • A lifetime guarantee on your contracted hardware, with 48-hour repair or replace service
  • Free handset purchase and upgrade options
  • Free 24/7 customer support line
  • Quarterly Customer Service calls

View our Vivi Care page for full information

Do I pay for support and maintenance?

Nope! Our VoIP Telephone System support and maintenance is free and included as part of our Vivi Care Package.

Whats happens if my internet connection drops?

Broadband is very reliable now, but still has its occasional sticky moments! As more and more businesses turn to VoIP to carry their traffic, it’s worth knowing what to do in the event of failure.

If you do experience any issues with your broadband connection, don’t panic!

Loss of internet will stop your handset working, but because our systems handle your calls remotely, and pass them to your handsets as they become available, we can easily send the calls to one of the following:

  • Pass the calls to another department, site, mobile or landline phone number
  • Send the calls to voicemail
  • Take your phones to another location/home and work from there as if you were in the original office

There are lots of advantages to a well-planned VoIP system, and we work with you to plan the best solution for your business – and to make sure you never miss an important phone call. You can update the call routing on your system by using our online web portal.

If you are using a Draytek router and have 2 internet connections, then we can help you set this up at the outset. In the event of the main internet connection failing, the secondary internet connection (probably used for the PCs) will be used instead, allowing an even higher level of failover. This is recommended for users where uptime is critical.

Try Vivi for free

Test out our phone system free for 30 days.  Contact us today and we can set you up with a few extensions to fully test our service and have access to our online system manager, no commitment and no card details needed.