Support FAQ

An example bill and your bill explained can be found here

We provide free 24/7 support 365 days a year. Our landlines are maintained by BT Openreach in exactly the same way as if your landlines were with BT directly. Our highly skilled technical support team are also here to help should you have any issues at all with your mobile, broadband, mobile broadband or any other service you have with us. Our teams are all UK based and cross skilled to ensure you can speak with the same person in the same team about any issues you may encounter.

If you are relocating to new premises all you need to do is contact our Customer Services Team at least 2 weeks before you intend to move to let us know your new address and what, your requirements are. We can install lines in your new premises if necessary, or turn on any ceased lines already in the building.

You can nominate to have your bill either emailed or posted to you. Your bills will also be available for you to view and download online by clicking on the my account button at the top of each page of this website.  You will need your account number and the password created when you signed up.  If you don’t have this to hand, please call our support team who will happily assist you.

Each month your invoice will be sent to you via your chosen billing method. All call charges are billed in arrears and any rental charges, such as line rental or broadband access are billed a month in advance.

You can update your contact details in through our customer telecoms portal.

You’ll just need to click on Personal details and Edit contact your details. Once you’ve made the changes, you can click on Update to save the changes.

You have two option when it comes to paying your bill, details are below

Set up a direct debit

You can take the hassle out of paying by setting up a direct debit. You can sign up for direct debit when you first join, you’ll just need to click on Bills and scroll down to Your payment method. Or you can give us a call and we’ll go through this with you.

Customer area You can pay by debit or credit card online as soon as your bill is due through our customer telecoms portal

We offer Direct Debit as the only payment option in order to transfer discounts to our customers and ensure we can continue to provide a value for money offer as it removes the high administration costs of running a Credit Department. Direct Debit is safe and fully protected by the Direct Debit Guarantee, this Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. If an error is made by us or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.

You’ll be charged a fee of £10 if your payment doesn’t reach us by the due date shown on your bill.

Yes. Invictus at Home is one of the very few companies that can provide you one single bill for all of your telecoms needs. Naturally, the bill is simply laid out and broken down to show you how much you spend on each product.  You can even design your own bill with our ‘Bill Builder’ option that allows you to pick and choose what information appears on your bill.

We’re here to help, so please let us know if you’re struggling to pay and we’ll be able to discuss your options.

You can view all your bills, anytime by logging in to our customer area

This will show a breakdown of your latest bill that you can open, as well any past bills we’ve sent.

1. Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
2. If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
3. If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
4. If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
   
5. If you’re still having problems test socket.

1. Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
2. If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
3. Make sure the lights on your router are on. If not, check that your power cables are plugged in and switched on at the mains, and the router is switched on. If the lights are still not on, test the router using a different plug socket in a different room.
4. If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
5. If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
   
6. If you’re still having problems test socket.

1. Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
2. If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our land line support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
3. If you’re connected to your router using Wi-Fi, you should check if the problem still occurs with a device connected using an ethernet cable. If the problem only occurs on Wi-Fi please follow our Wi-Fi guide.
4. If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
5. If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
6. If you’re using a computer, you can test the speed of your broadband by running a speed test, click here. Please run the speed test whilst your computer is connected to your router with an ethernet cable to give us a more accurate reading of what your actual speeds are. Running the test at different times of day will help us identify any patterns. The speed test will only work from a Mac or PC.
7. If you’re still having problems test socket.

To help you set up your Broadband we’ve created guides for our routers

Your master socket

Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.

You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.

There are two types of master socket:

Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.

Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.

Not all houses have one, but if yours does, it’ll look like one of the images below:

Connecting to your test socket

Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.

If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).

Here’s how to connect your router to your test socket:

1. Carefully unscrew the faceplate on your master socket with a screwdriver.
2. Now gently pull the faceplate towards you.
3. With the faceplate removed, you’ll see the test socket on the right-hand side.
4. If you’re testing your router, plug a microfilter into the test socket.
5. Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
6. If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
7. If the problem continues, then there’s likely a fault in your local area.

1. If the problem is only on certain calls, it’s unlikely that your line has a problem. We’d recommend asking the person calling you to report the issues to their telephone provider.
2. Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.
5. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
6. If you’re still having problems, please see our videos below on how to connect to the test socket.

Anonymous Call Rejection

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Caller Display

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Diversion

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Minder or Call Minder Plus

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Waiting

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Choose to Refuse

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Three Way Calling

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Reminder Call

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Ring Back

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Try these steps:

Dial 17070 and check if you’re played back your telephone number. If it’s not your number, make a note of what is read back and contact our Technical Support team on 0247 771 4322.

If the problem is only on certain calls, it’s unlikely that your line has a problem. We’d recommend asking the person calling you to report the issues to their telephone provider.

Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.

Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.

If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.

Unplug all equipment including any microfilters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.

If you’re still having problems, please see our videos below on how to connect to the test socket.

If the damage to your telephone line is within your property boundary, then the issue should be reported to us, please give our Technical Support team a call on 0247 771 4322

Examples include:

Clips holding the wire to the house have rotted or come out of the wall external wires / cables are loose or flapping against the brick work

Wires / cables down across your property (that are not in a dangerous position)

Your contractors have cut down overhead wires/cables (that are not in a dangerous position) wires are pulling the fascia board away

Your contractors have dug up underground cable feeding your property

The wires inside my property are loose, messy, have been cut or damaged

The internal junction box is hanging off the wall or has a lid missing.

Safety issues

If any part of the BT Openreach network outside of your property boundary might be a danger to the public, you can let Openreach know by calling 0800 023 2023.

1. Check your telephone is connected to your telephone socket, it could have come out by accident or be loose.
2. If you use a cordless phone check that it’s charged.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.

1. Can you hear any tones when you press your telephone’s keypad? If you can’t hear anything there could be a problem with the keypad, make sure your phone’s set to tone dialling.
2. Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.
5. Unplug all equipment including any microfilters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
6. If you’re still having problems, please see our videos below on how to connect to the test socket.

1. Check your telephone is connected to your telephone socket, it could have come out by accident or be loose.
2. If you use a cordless phone check that it’s charged.
   
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
5. If you’re still having problems, please see our videos below on how to connect to the test socket.

Your master socket

Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.

You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.

There are two types of master socket:

Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.

Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.

Not all houses have one, but if yours does, it’ll look like one of the images below:

Connecting to your test socket

Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.

If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).

Here’s how to connect your router to your test socket:

1. Carefully unscrew the faceplate on your master socket with a screwdriver.
2. Now gently pull the faceplate towards you.
3. With the faceplate removed, you’ll see the test socket on the right-hand side.
4. If you’re testing your router, plug a microfilter into the test socket.
5. Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
6. If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
7. If the problem continues, then there’s likely a fault in your local area.

We do not own or operate any telecommunications network ourselves. Thanks to deregulation we can buy wholesale from ‘Tier 1’ companies such as BT Openreach or O2. This means there is no difference in the level of call or data quality in the services we provide. Your business or home still gets to use the best networks in the country, however as a more boutique telecoms provider and a specialist in the SME sector, we provide a more personalised service to you that the major networks find harder to do directly themselves.

We use a variety of the UK’s best networks to ensure our customers get the right product on the right network without the need for them to deal with multiple telecoms companies.  BTOpenreach, O2, Vodafone, TalkTalk Business are amongst the networks we use.

Very little. Your invoice will arrive from Invictus at Home instead of your existing supplier. Any customer service enquiries will be handled by our highly trained, friendly UK based teams. We are confident you will notice the difference should you ever need to speak with our support teams and we pride ourselves on making sure ALL of our customers are more than happy once their query has been resolved.

Moving is easy, fast and risk free. Switching telecoms providers is nothing new and has been occurring since the telecoms market began to deregulate in the mid-80’s. For many years now the telecoms industry has had extremely reliable and sophisticated systems and processes that allow a customer to switch seamlessly from one provider to another.
Depending on which services you switch to us, a simple form or two is all that is required. Invictus at home does everything once the forms are completed and we will let you know exactly what day your services are going to switch.

That will depend on the type of contract you have entered into. Most of the contracts we come across can be terminated however the terms vary from supplier to supplier. Your existing supplier will provide a final bill and you must then come to a satisfactory arrangement with your previous supplier to settle any debt or termination charges. We are happy to review any agreement you may have with an existing supplier and advise you on the options available to you. Depending on the agreement, termination charges and your overall expenditure, this may include Invictus at Home assisting with partial or full payment of any termination charges incurred.

Yes, we can arrange for new lines to be installed. Please contact our Customer Service Team to discuss a range of options for you or your business.

1. Turn your router and computer/device off for a few minutes, then turn back on
2. Try moving your router and point it in different directions to see if you can improve the signal. Avoid putting the router in a corner of the room or on the floor or under furniture if you can,
3. If you’ve got any other electrical or wireless equipment you can test to see if these are interfering by temporarily turning them off or moving them away from the router. e.g. TV’s, microwaves, baby monitors, cordless telephones or video senders.
4. If you’re still having problems, please contact technical support on 0247 771 4322.

To help you set up your Broadband we’ve created guides for our routers

Usually, if you have no lights on your router, it simply means the power adaptor is not connected correctly, not turned on, or you’re using the wrong power adaptor.

If you have checked you are using the correct power adaptor, the power outlet is turned on and the router itself is turned on, you may need a replacement.

Simply call our Technical Support Team on 0247 771 4322, and we’ll be happy to help you.

A Wi-Fi Key, also known as a Wi-Fi password, allows you to connect devices such as tablets, mobiles or laptops to your broadband, via a wireless router.

It’s generally located on a label attached to the bottom of the router itself.