Archive for the 'Support' Category

Important Service Advice for the Holidays

Monday, December 21st, 2009

We wanted to write a quick guide to help you get the best level of service from Localphone over the holidays. Like many companies we’re expecting a dramatic increase in traffic over the next couple of weeks, especially on Christmas Day and New Years Eve, so here are a few handy tips to avoid any issues…

Top-Up Your Call Credit Early

To make sure there are no delays you should add any call credit you expect to use now, so it’s ready when you want to make those important calls. You can make a secure online payment at at any time.

Verify Your Payment Details

When you use a new credit or debit card we may split your first payment into two separate transactions. You can then check your bank or credit card statement and tell us what these two amounts were, proving that you own the card so we can speed up your future payments.

Verify your payment details.

If you prefer to use Paypal for your Localphone credit you can still verify your account by following the instructions on the Paypal website.

Update Your Access Numbers

We have been busy expanding our capacity to avoid problems when there is an unusually high spike in call traffic. If you should experience busy signals when calling via Localphone try changing Your Location to another city in your country and then dial the new access numbers you’re given.

Users in the UK should switch to our high-capacity “London (0207)” range.

To update your location just visit your Localphone dashboard and click the “change” link next to your current location.

Send an SMS

We recently added the ability to send international SMS text messages from the Localphone website.

Let Friends & Family Call You Instead

You can get Localphone Incoming Numbers in any of 2,262 locations across 46 countries, and forward incoming calls to your existing landline or mobile where you are.

This has been a great year for Localphone and I want to thank all of our customers sincerely from the entire Localphone team. We’ve got a lot of exciting new developments planned for 2010 and you can expect the same commitment to call quality and great rates to continue.

A Year End Message From Localphone

Tuesday, December 23rd, 2008

2008 has been a great year for Localphone, and in this entry our CEO shares his vision for 2009. First though, some tips for payments and support over the holiday season…

Support Hours Over the Holiday Season

The Localphone Customer Support office will be closed Thursday, 25 December and Friday, 26 December 2008, in observance of Christmas and Boxing Day. This office will additionally be closed Thursday, 1 January 2009, in observance of New Year’s Day. Finally our support lines will close early on Wednesday, 24th December and Wednesday, 31st December, and will be unavailable after 1pm GMT.

Support phone lines will be closed on these days, in addition there will be limited resource available to respond to email queries, only urgent queries will be responded to.

Tips for Faster Payment Processing Over the Holidays

On the dates mentioned above any payments that are flagged for security review may also result in a longer processing time. Here are some steps you can take to avoid delays:

  • Go to your settings page and ensure your address is up-to-date, and is the one associated with your debit / credit card.
  • When using the Localphone or Paypal checkouts please make sure you fill out all the required fields accurately to ensure that no details are flagged as invalid.
  • Make sure you verify your payment details. When you use the Localphone checkout system with a new card we may split the payment into two random amounts that add up to the total. We then ask you to check your statement / contact your bank to find out one of these amounts and enter it on the site. This proves to us that you own credit/debit card, and helps us to combat online fraud.
  • If you are using a Paypal account to make payments, make sure you verify your account with them instead. You can find out how to do that in their Verification FAQ.

A Message From Our CEO

As we approach the end of 2008 I felt it appropriate to share with you my vision for what I believe 2009 will have in store for you as a Localphone customer. We will of course continue to offer great rates and as we grow we will demand even better prices for you from our suppliers. We will continue to improve the quality, coverage and reliability of our services so we can truly continue to be a next-generation telephone company. In 2009 we plan to extend our range to include some of the following services:

We will improve our VoIP offering so those of you who want to use your computer or SIP device to make calls at Localphone rates can do so without paying to make a local call, and can do so from anywhere in the world where you have access to a broadband Internet connection.

We will introduce ways in which your family and friends can keep in touch with you without incurring the costs of making an international call.

We will be launching personal conference rooms that will allow family, friends or business contacts to call a local number and have a low cost conference call.

In short we will continue to innovate and bring you services that not only save you money but also change the way you communicate.

I hope that 2009 is a great year for all of you and thank for your support in 2008.

Paul Cusack