Horizon FAQs

FAQs

Please contact your Account Manager.

Billing will commence when each service is activated.

Invoices are processed on or around the 12th day of each month and you will receive your invoice by email.

The Project Coordinator will work with you to plan a smooth transition from your existing system.

Whilst we are unable to dispose of the existing system, the engineer can store the handsets in a preferred location on your site.

The Project Coordinator will issue you with a temporary number.

You will need to contact your existing supplier, prior to the installation, to request a temporary call divert to be activated on the day of install.

An engineer will arrive at approximately 10:00 AM.

The engineer will install and test the equipment, as well as providing a brief overview of the handset operation and basic functionality. Additional comprehensive training can be provided. Please discuss your requirements with the Project Coordinator or Account Manager.

If required, your existing telephone numbers should be diverted to the Horizon system.

An engineer will attend your premises to assess existing cabling, comms cabinet/area and power requirements.

The survey is a good opportunity for you to discuss your requirements in more detail.

The porting process will generally commence at 10:00 AM, on a pre-agreed date.

The porting process is usually seamless, however, you may experience some disruption when the number transfers between networks.

A number port is when your numbers are moved from an existing network to the Horizon system.

The lead time, depending on the order type, is 10-20 working days.

The port is often scheduled shortly after the Horizon installation to minimise risk and avoid downtime.

The Project Coordinator will discuss this with you in more detail.

If you have ported your number(s) to Horizon, the existing lines should automatically cease and the losing supplier should stop charging you. However, it is your responsibility to ensure that you are no longer billed.

Your existing supplier will receive notification when we attempt to port your number(s). However, we do recommend you contact them to advise of your intent to move to another supplier.

From order acceptance, we aim to complete the installation within 50 days, subject to surveys.