Frequently Asked Questions
We try to make our services as transparent as possible so we’d be delighted to answer any queries you have. Here are our most popular…
1) Is there a set-up charge?
No, we’re one of the few providers who do not charge you a set-up fee. We do ask for one month’s deposit on our rolling contracts but this is refunded when you terminate your services,
2) How do I redirect my incoming calls to a new number?
We have an online portal where you can easily change where your calls are diverted. (You must use Internet Explorer to access this portal, currently this is the only browser that supports this system but we’re working on the rest!). However if you’d prefer simply give us a call and we’ll transfer everything for you, but please give us enough time to process the request and implement.
3) How do I receive my post?
Many of our clients prefer to pop into our centres and collect their post once a week and tie it in with a meeting or day office at their business address, however we can send your post direct on to you. We will send all items to you in the manner that we receive them, such as Special Delivery, and charge a small handling cost to cover our administration and staff time (20% of postage cost).
4) What happens if I go over my call or post allowance?
Unlike most, we don’t allocate a post allowance, which gets very costly if you go over your limit. We prefer to be 100% transparent and simply charge a small additional handling fee for sending on your post. We offer 2 add-on call packages (CALL 10 & CALL 20) which give you very generous inclusive minutes for your Call Answering & Forwarding but even if you choose not to take these our call rates to you are BT Basic Business rates, so you are not charged a vastly inflated price, just the cost of the call. We give you an itemised bill with your monthly invoice so you can see everything clear and simple.
Our standard call charges
Call type Cost per minute Connection charge
Local £0.26 £0.0000
National £0.26 £0.0000
0845 £0.26 £0.0000
Mobile* £0.26 £0.0000
*O2, Orange, T-Mobile, Three, Vodafone
5) How do I cancel?
After your fixed term it’s a straight forward rolling one month contract with no exit fees. To cancel, please email firstname.lastname@example.org stating your account number and desired termination date.
6) Do you provide me with a localised telephone number for my virtual office?
Yes, you get a local telephone number for your virtual services so you can use your business address and have a telephone number that reflects that location should you wish. If you would prefer a non-location specific telephone number, we can also supply that. Obviously whichever number you decide, we will direct your inbound calls to your current phone number or mobile phone as requested. We also offer telephone answering service.
7) How do I pay after my initial term?
After your fixed term it’s a straight forward rolling one month contract at which point we will switch you to a simple direct debit so you can continue your service with absolute ease. With your assistance, we’ll look to get the direct debit set-up as soon as possible to avoid any possible service issues when your fixed period ceases.
Typically you will receive 2 invoices – one for your virtual services, and one for additional items such as excess call minutes, meeting room hours or cloud storage.
8) What are our opening hours?
Our business hours are 08.30 – 18.00.
9) What happens if I need to meet a client at my virtual address?
Your virtual address is a fully working business centre, so if you need to meet a client simply book a meeting room with our partners &Meetings and enjoy a great business environment. Best of all as a Velocity Virtual client you get 33% discount off all bookings!
10) Can I work occasionally from my virtual office centre?
Yes! Our day office is available to all Velocity Virtual clients and is bookable at your centre through our sister company &Meetings – www.andmeetings.com.