Remote Working FAQs: Practical steps for our customers


Our team are here to help you keep your business running, by making sure you can continue to communicate and collaborate with your colleagues, suppliers and customers wherever they are located.

Q: Can I forward my office calls to a mobile?

A: Yes, but you can only forward your calls to one mobile device. Mobiles cannot be used to create hunt groups to distribute calls. In certain circumstances, you could use an app (depending on your phone system) to provide employees with access to the office.

Q: How long does it take to forward calls to a mobile phone if I need to respond quickly?

A: NTE is operating a priority divert service. For customers with ISDN30, the lead time to apply diverts is 24 hours. For all other line types such as ISDN2, Multi and PSTN, we will endeavour to forward your calls within 2 hours.

Q: How much does a divert cost?

A: A divert on a traditional copper phone line cost £1.99 per month. A divert on a VoIP line is free of charge. Diverted call rates apply.

Q: Can I have additional mobiles on a short-term contract?

A: Yes, we can offer SIM-only 30-day contracts.

Q: I have a VoIP desk phone, can I just take it home and plug it into my router?


A: It is likely you can take it home but you will need to check. If you would like to raise a ticket to we can advise. It is also likely you will need a power supply to power your phone at home and we will need to know what broadband router you have. Some home broadband routers are not ideal for VoIP. You may also need a long cable that will stretch to your broadband router.

Q: Is it possible to make my calls hunt around mobiles?

A: Yes, depending on your existing setup there are various products that can overlay onto your existing telephone lines that would enable you to call forward your telephone lines to ‘a virtual service’ that will hunt around mobiles as a group. These virtual number services take 24 to 48 hours to set up so please plan in advance, email

Q: What are NTE’s plans for service delivery and support during this time?

A: We are open for business as usual and our team are working from home.

You can get in touch by calling our main number 0345 034 6622 as before, but in the first instance we would request that you raise a ticket to This action will help us to allocate your request to the correct team member and respond quickly.

If you require a number divert or system programming change, we would request that you raise a ticket as early as possible in advance of your requirement, so that we can schedule our engineers to provide every customer with the service they need, when they need it.

Q: Is it possible to obtain new services during this period?

A: The situation is constantly evolving and we are working closely with our suppliers to continue to provide services wherever possible.

We can confirm that at present Openreach has rescheduled all installations which require an on-site engineer visit to the 1st June 2020. Where an installation or service does not require an on-site engineer visit Openreach are currently continuing to schedule work, this includes some migrations, restart of stopped services and some fibre broadband installations. Please note that normal timings may be disrupted due to Openreach staff shortages. Openreach will continue to provide a limited on-site repair and installation services to support critical healthcare providers. We remain in close contact with our suppliers, staying fully informed of their plans and any potential impacts. We will continue to provide updates on their contingency plans wherever possible.

Our own field engineers are unable to attend site, but our team are on hand 24/7 to provide remote support and resolve any issues that you may have.

Please raise a ticket to or call 0345 034 6622 for assistance.

Want to see how we can help your business?

Contact our team today for a no-obligation review.


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