Answers to the questions we get asked most
Whether you're setting up VoIP, planning a CCTV upgrade, or improving access control, you’ll find answers to some of the most common queries below.
If you need more help, get in touch with our friendly team, who are always happy to assist.
Telephone Services
We offer contracts from 1 to 7 years. Most of our clients choose a five-year term which provides the best return on investment.
Yes, we offer unlimited UK local, national and mobile calling.
Minimal, allow a minute or so to be without service. During this time, we can divert your calls to another location.
Yes, we can migrate your existing telephone numbers, including direct dial and freephone, to our platform.
Our platform works with most telephones, so you can usually keep your existing IP handsets - as long as they’re not proprietary models (like Avaya, Panasonic, or Samsung) or locked to a specific service (such as Gamma Horizon or Wildix).
No. We will be happy to make any necessary adjustments to your system. Simply call or email our support desk.
Our system operates on any cat5e or cat6e network. You will need a dedicated outlet or computer network point available. If you have the traditional copper infrastructure, we will be happy to provide you with the cost to update it.
Yes, we offer both iOS and Android apps.
Prices vary based on your usage, type of handset and available infrastructure.
We offer an inclusive licence with all features included.
No, all our users receive up to 1GB of storage.
Xelion operates on app-based software.
You can call our support desk at any time or view our website to access our library of help videos. Feel free to book a one-to-one web session with one of our technical team to get the most out of your system
Connectivity & Broadband
- ADSL – ADSL broadband uses existing phone lines to connect you to the internet. So you get a reliable connection that’s easy to install and cost effective.
- Fibre to the Cabinet (FTTC) - This fibre optic connection uses a blend of copper and fibre optic cables. So you get the speed you need without the expensive install.
- Fibre to the Premises (FTTP) - Using only fibre optic cables, FTTP uses pulses of light to transmit data. Moving at the speed of light means you get a consistently faster and reliable connection. So you can scale, fast.
- SOGEA - SOGEA broadband is delivered over the ethernet, which means you don’t need a phoneline. So you pay less.
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Leased Lines - Your own direct connection to the internet. It’s fast and super secure. So you never have to worry about an unstable connection. Speed up and keep costs down.
Not always. Older broadband types like ADSL and FTTC require a traditional phone line as they use copper wiring. However, newer technologies such as SOGEA and Full Fibre (FTTP) operate independently of a phone line - meaning no line rental, fewer cables, and a simpler setup.
Faster download and upload speeds, improved reliability and connections, and better performance for multiple devices and users.
Not always. Up-front costs - such as activation, installation, or equipment fees—can vary depending on your chosen contract length and package. In many cases, we’re able to get you set up quickly without any initial outlay, making it easier to get started. We’ll tailor a solution that fits both your requirements and your budget, with transparent pricing and packages.
Installation times vary depending on the type of broadband and whether additional infrastructure is needed. Standard connections like ADSL or FTTC typically take 5–10 working days. Full fibre (FTTP) or leased lines may take longer if additional cabling is needed. Our provisioning department will keep you updated every step of the way.
Wi-Fi uses radio frequency and signals to transmit information wirelessly between two devices – the key difference being ‘wireless’. Broadband can be accessed wirelessly by means of Wi-Fi, which has paved the way for modern broadband internet.
We understand that one size doesn’t fit all, so we offer flexible contract options to suit your needs. Whether you’re looking for a short-term solution or a longer-term commitment, we’ve got you covered with:
- Rolling monthly contracts
- 12, 24, or 36-month options
We’ll work with you to find the best fit based on your setup, goals, and budget—no pressure, just honest advice.
Broadband speeds can be impacted by all sorts of things: the distance from exchange, your wiring quality and how many joints it has, the faceplate, your router quality and even the time of day. You’ll likely get faster speed in the middle of the night than day because there’s less people competing for bandwidth – much like a traffic congested highway.
Different providers offer different broadband services, so it’s important to do your research for what’s available in your area. The condition of your PC, router or other electronic device can also largely impact your connectivity – consider if it’s time to get a replacement.
A leased line is a dedicated, high-speed connection between your premises and the local exchange - unlike standard broadband, you don’t share bandwidth with other users.
This means your connection won’t be as congested, enabling optimised upload and download speeds. This is particularly helpful for businesses who require a lot of bandwidth (high traffic) in their broadband connection.
Yes, in most cases you can keep your existing phone number. Just let us know during the sign-up process and we’ll arrange the transfer for you. This is especially important if you rely on that number for business or personal calls.
Full Fibre (FTTP) is being rolled out rapidly across the UK, but availability does vary by location. The best way to find out if your property is eligible is to get in touch with us directly.
We can check availability in your area and offer a tailored quote based on what’s currently possible — or what’s coming soon. Even if it’s not yet live in your area, we’ll keep you informed and help plan the best solution in the meantime.
CCTV Systems
We usually suggest 30 days, but longer times can be configured via the recorder.
Most existing cat 5e or coaxial cables can be used to operate your new system.
Allow 2 cameras per day for a complete installation or four cameras per day if we are using your existing cable network.
Yes, we will advise on the perfect type of camera for the chosen location and provide an estimate for fitting.
Yes, any current smartphone or tablet allows you (and any authorised users) to view live or recorded images remotely.
This will depend on the scale of your site and whether you want to record external or internal images, or both. We offer a free comprehensive site survey to help to pinpoint key locations and advise you on the best camera types.
Yes, you can enjoy the peace of mind of a pre-paid support contract, or you can call us as and when needed.
Almost certainly, yes. Any ONVIF-compliant cameras can be incorporated into your new system to preserve costs.
Yes, we have a comprehensive range of wireless bridges to allow connection of your camera network without the need to run cabling.
You can call our support desk at any time or view our website to access our library of help videos. Feel free to book a one-to-one web session with one of our technical team to get the most out of your system.
Door Access Control
Yes, your Paxton system from Connaught can be configured to export data directly into your payroll system. You will need both clock-in and clock-out readers combined with our Professional software.
Yes, your Paxton system from Connaught automatically records staff movements when you use pre-configured read in and read out. The staff list can be viewed with professional software directly on your mobile device.
In most cases, we can utilise your current tokens. Send us one, and we can confirm compatibility within 48 hours.
Yes, our Bluetooth readers allow access via a simple QR code.
Most camera systems allow integration to synchronise video footage with access triggers.
Yes, we have a range of biometric readers to link with any Net 2 system.
Yes, we provide full user training, and you can access our range of ‘how to videos‘ on our website.
For a complete installation, allow about a day per door. If you have some hardware and infrastructure in place, the time will be less.
We offer a five years warranty on all Net 2 products.
Yes, you can enjoy the peace of mind of a pre-paid support contract or call us as and when needed.
Almost certainly, yes. We will carry out a full site audit and let you know.
Most doors can be fitted with Net 2. Please send us a photograph of your door, and our technical team will advise.
You can call our support desk at any time or view our website to access our library of help videos. Feel free to book a one-to-one web session with one of our technical team members to get the most out of your system.
Safeguarding
Yes, all our engineers are fully DBS-checked for your peace of mind. We take safeguarding seriously and ensure that everyone working on-site meets strict background screening requirements.
Absolutely. If you require confirmation, we’re happy to provide proof of DBS certification for any of our engineers attending your site.
A lockdown procedure is a safety protocol designed to protect students and staff from potential threats inside or outside the premises. It ensures everyone is quickly accounted for, secured, and informed during an emergency.
We recommend starting with a risk assessment and consulting with staff, local authorities, and security experts. We offer a free site survey, where our engineers assess your premises and make tailored recommendations based on your needs.
Yes, we provide expert guidance on lockdown systems – including door access control, CCTV, tannoy systems for announcements, and integration with your phone system. Our goal is to ensure your procedure is effective, clear, and practical for your environment.
Yes, vape detection systems are quick and straightforward to install. We can recommend the best locations based on your building layout and handle the installation during our safeguarding upgrade.
Our systems can send real-time SMS and email notifications to designated contacts, ensuring that key staff are instantly alerted and can respond accordingly.
