Most asked questions

Can I block nuisance calls or blacklist numbers?

We have created a short step-by-step training video with instructions to help you add or remove numbers from a blacklist on the Pure Hosted online portal.

If you need further support, please contact our Service Desk.

What is included in my Maintenance package?

If you have a Maintenance contract with us, you should familiarise yourself with our Maintenance Policy at www.premierchoicegroup.com/maintenance. This details what is included in your package. You can find out which package you have in the Equipment and Maintenance section of your contract.

When will my BT Openreach engineer be with me?

You will be allocated an AM or PM arrival slot if a BT Openreach engineer is scheduled to attend your site.

An AM slot is 8am-1pm and a PM slot is 1pm-6pm. The engineer could arrive at any time within the allocated slot.

Please ensure there is someone available on site or you may incur a missed appointment charge of £130.00.

What happens if I need support out of hours?

Our Service Desk is open 24/7/365 so you may call for support at any time.

Please be aware, out of hours support is provided free of charge to our customers with Total Cover and charged at £75.00 per incident to all other customers.

Please see our Maintenance Policy.

Can I change my auto-attendant recordings?

We have created a short step-by-step training video with instructions to help you change the auto-attendant recordings on your Panasonic phone system. If you are using Pure Hosted, you can view this training video with instructions instead.

If you need further support, please contact our Service Desk.

How do I find, listen to and export call recordings?

We have created a short step-by-step training video with instructions to help you complete common actions with your CommSoft Compact Call Recorder.

If you need further support, please contact our Service Desk.

What are my “other” charges?

If you see “Other” in the Line Report on your invoice with an amount against it, this charge (or charges) will be detailed in the Service Charges section that follows.

For help understanding your bill, please contact the Billing Team.

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