Frequently Asked Questions
We are always available to take your call and discuss the solution you need for your business but you can find some helpful information quickly and easily here.Contact UsContact Us
Questions about features and functionality of the system? You’ll find the answers here.
Everything you need to know when making the switch to Welltel.
Answering all your questions on fibre broadband, licenced wireless, vdsl and more.
Answers to some of the most common support queries we receive.
Do I have to-arrange my conference call with Welltel?
How do I set up a conference call with participants?
Can I have call hunt groups?
What type of call reports can I get?
Can we update or make changes to the IVR?
Yes you can update your IVR menu or greeting as often as you need to. Email the recording to firstname.lastname@example.org with the day and time it should come into effect.
Can I keep my existing number when moving provider or location?
How long does it take to port numbers and will they be out of use for any amount of time?
What is required for the porting process to proceed?
Do I need to buy new phones to use VoIP?
Can I add more phones if I need to?
How long will it take to get the system installed after I sign terms?
What countries do you provide local numbers for?
What’s the set up time for international numbers?
How do I contact support or log a ticket?
What is Unified Communications?
Unified Communications is the integration of communication solutions including IP telephony, instant messaging, presence information, audio and video conferencing, desktop & data sharing and many others.
What speeds can you provide and what type of internet?
What are the SLA’s around connectivity?
We provide a full expected SLA which includes 4 Hour response times, 24/7/365 help desk over both Fibre and Wireless dedicated internet connections.
Standard eFibre connections have a 4 day SLA
What is the lead time for installation?
Welltel will deliver either Dedicated Fibre or Licensed Private Wireless dedicated internet to your comms cabinet in 2 weeks.
Lead time for an eFibre connection install is 7 working days.
What is Smart Internet Access?
Can I use SIA for remote workers?
My handset is not working
The first thing we advise in this case is to test the handset in another port to check if the problem is with the port or the handset itself. If you plug the phone in to an active port and it works, double check the original port that the phone was in by plugging a working phone into it. If the problem turns out to be the handset contact your account manager or the sales department to order a replacement – email@example.com However, if the problem is the port please contact our support team to arrange an engineer visit to test/fix the port. You can contact support by emailing firstname.lastname@example.org or call 01 2541800 and select option 3 which will log a ticket for you.
I can make outbound calls but cannot receive inbound or internal calls
Ensure that the ‘Do Not Disturb’ feature has not been activated on your phone. This is usually indicated by a solid red light or an icon of a handset with a line going through it. If it’s activated press the ‘DND’ button to deactivate it. If the problem persists contact our support team on email@example.com or cal 01 2541800 and select option 3.
Calls cut off after certain time, can I increase the duration?
Some systems are configured with a call duration which is generally selected by the customer at the time of installation. This is for a couple of reasons, usually for cost control & fraud prevention purposes as well as to avoid lines being left accidentally open and clogging up capacity. This can be increased or reduced if you wish by contacting our support team. Email firstname.lastname@example.org or call the helpdesk on 01 254100 and select option 3.
I can’t make International calls to certain countries
Certain high fraud destinations are blocked by default on the system. To dial these destinations requires a password. This prevents hackers from dialing these destinations should they gain access to your system. If your company regularly dials a blocked destination and does not want to use a password please email our support team with your request stating you understand the risk involved and would like that destination unblocked. (Please state the destination(s)).
There is a voicemail light on my phone but no message
This is usually a ‘call back’ request. For example if you were away from your desk and a colleague was calling you, they can press certain button to request that you call them back. This light is a notification. If the problem persists contact our support team on email@example.com or cal 01 2541800 and select option 3.