FAQs and Jargon Buster

Yes. As a communications partner our comprehensive portfolio of products and services presents our customers with a "one-stop-shop" solution for all telecommunication requirements ensuring increased productivity and cost-efficiency and we are able to offer a full consultative and design service.

If you can provide us with a copy of your latest bill we will be pleased to analyse it for you. This will give a clear indication of the savings you will be able to achieve by using TROJAN Least Cost Routing.

TROJAN uses a method called CPS to connect you to the landline service. Generally speaking, connection takes between 5 and 14 days.

Yes. Please contact us for further information 02476 651080

Yes, we can organise all non-geographic numbers such as 0800, 0870, 0845, 0900. These can also have call routing plans attached to route calls geographically and to mobiles.

Yes – as long as no one else has had it allocated to them, or it doesn’t contravene the numbering conventions and it is technically feasible.

Yes. Using the TROJAN IP VOICE service, you can transfer your number anywhere within the UK.

Where more than one telephone company carries a call, the company you chose to carry the call has control over the retail price of the call. There is no requirement on operators other than BT to offer prices that are consistent across different call types, so for example there is no need to charge 0845 calls at the same level as local calls.

Many call suppliers, equipment operators, installers and maintainers have signed up to the OFCOM code of conduct. If you feel your listed supplier has not complied with the code ask for a copy of the suppliers’ complaint handling procedures which should form part of their terms and conditions.

Your handset should be connected within 48 hours of you receiving it by post. If you receive your phone after 1pm on a Friday or Saturday, please allow up to the following Tuesday morning for it to be connected.

However, if your handset is still unconnected after the above stated time, please contact our Customer Services Team on 0247 665 1080

As long as you’ve fulfilled your contractual obligations (usually a 12 month contract plus a cancellation period) to your existing Network or Service Provider then you can port your existing number to a different Network.

You should contact TROJAN Help Line 0247 665 1080 to get a PUK code to unlock the handset.

Insurance for the first year will be calculated and can be charged according to your tariff.

We will always be fair and reasonable when handling your policy or claim. Should there ever be an occasion when you feel we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly.

The easiest way to contact us is to call our Customer Relations team on 0247 665 1080 Mon–Fri 9am–5.30pm.

Alternatively you can write to us at the following address:

TROJAN COMMUNICATIONS LTD

Roots House

2-4 Bilton Industrial Estate

Humber Avenue

Coventry

CV3 1JL

Please quote your number or account reference in all correspondence.

If, for some reason your chosen product does not work or has been damaged, please contact TROJAN Customer Services on 0247 665 1080 (Monday to Friday 9am–5.30pm).

ISDN Stands for Integrated Services Digital Network, which just means that it is a digital connection between you and the local exchange. The services refer to such things as Caller ID Display, DDI numbers etc. Although analogue lines at home can display the Caller’s number this is not common with business telephone systems. ISDN2e lines have 2 channels (2 calls at the same time). Analogue lines only allow 1 call at a time.

ISDN 30 is a service that has a minimum of 8 channels and a maximum of 30 in one connection. It allows easy upgrade of lines from 8 to 30 although once enabled you are still contracted to 1 year, so adding is easy but reducing means you might have to wait for the minimum contract to expire first. ISDN2e will only allow 8 channels (4 pairs of ISDN) with the same number. ISDN30 is a way of getting more than 8 lines on the same number (except analogue).

Least Cost Routing is simply a system devised to route a telephone call the cheapest way. It could involve different carriers for local, national, international, mobile and even for different times of the day. The Trojan LCR platform selects the most appropriate Tier 1 carriers for each individual call, depending on call destination, to provide the Least Cost route for voice, data and mobile calls.

TROJAN can offer its customers:

• Extensive savings on BTs standard rates
• Per second billing and continuous monitoring of carrier call costs
• One bill and no installation charge, no connection charge, no monthly rental fee
• No purchasing of any new equipment and no need to change any existing numbers

There are no upfront costs (installation or maintenance), no hidden charges and no monthly rentals. As a customer, all you pay for is the time you spend on the telephone.

We have an excellent customer services team and no telephone menu system, to look after you once you are up and running.

Not normally. The change is usually carried out at the exchange.

No. The process is usually seamless with no loss of telephone service.

Numbers are allocated as follows:

• 01 – geographic area codes
• 02 – geographic area codes
• 03 – reserved for future geographic area codes
• 04 – reserved for future use
• 05 – reserved for corporate numbering
• 06 – reserved for future use
• 07 – "find me anywhere" services - personal numbers, pagers and mobile
• 08 – special services up to national call rate
• 09 – premium rate services, and reserved for multimedia

DDI stands for Direct Dial Inwards and is a number provided by BT that can be set to bypass a switch board and ring direct to an individual’s phone or Fax. They are also commonly used during advertising campaigns, so that the sales or marketing departments can “see” how often a number is being used from different Adverts etc.

Yes, the DECT Cordless system, while digital from the base to the phone has an analogue connection to the outside world. Providing the telephone system installed has an analogue extension connection this type of phone can be used.

Yes, a fax line is just an analogue telephone line like most domestic lines. Provided the telephone system fitted has both an analogue line input and an analogue extension out put you can connect it. The system would need to be programmed that when this particular line rang it only rings the fax extension. This makes good use of a line that is commonly underused.

On a monthly basis TROJAN issues an electronic invoice highlighting the call charges. The invoices are normally sent by email but a postal bill can be arranged. Should you require management reports, these can also be arranged for you.

We send telephone bills out every month with all services on one consolidated bill.

Yes – usually. Mobile network operators are required to provide number portability on request from another operator but they may make a charge for this if, for example, your existing contract has not yet expired.

This is very difficult to do because of the complex discounting structure operated by some suppliers and the varying usage patterns of subscribers. The automated comparisons found on the Internet depend upon the suppliers making comprehensive, up-to-date information available in a format which can be integrated into the same database. TROJAN can analyse your usage and make recommendations based on your usage.

This varies and depends on whether the person you are calling has a standard agreement or a personal number, where the service provider charges calls at a higher rate.

Unfortunately, if ADSL is not yet available in your area or you are too far from the exchange, a broadband connection cannot be offered by TROJAN. Terrestrial wireless or satellite may be alternatives to explore.

Broadband refers to the bandwidth of the signal providing the connection. This usually is just fast internet.

Voice over IP is a protocol for the transmission of a telephone call over the Internet. The Internet, usually reserved for just data transfer is a huge network of connections all over the world that has spare capacity. VOIP is a method of packaging a normal phone call so that it can be sent over the same network. Both ends of the conversation must have the equipment required to pack and unpack the data and in the right order. This protocol is now becoming more and more popular but until everybody has it with a system of calling direct it is mainly used by business to communicate for free between sites. For the smaller business the equipment required is reasonably expensive still so, unless you have a need to talk between sites for hours everyday, it is still cheaper to route your calls over the BT network. The pay back time for a company that might talk for an hour a day across the UK would be about 3 years at present.

IP Voice is a method of making telephone calls over a private internet without the need for a telephone system or computer. It is a much more secure system than VOIP and is suitable for the smaller business user as well as the larger businesses.