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Frequently Asked Questions

What is an SLA?

SLA stands for Service Level Agreement and indicates how much time your enquiry will take before being resolved.

 

Who do I speak to?

For any queries that you may have, please contact the Helpdesk on 0191 466 1050 (opt1) or support@theunitegroup.co.uk and they will endeavour to answer your query.

Who do I contact?

Helpdesk 0191 466 1050 Opt 1 or support@theunitegroup.co.uk

General Enquiries/Sales Opt 2 or admin@theunitegroup.co.uk

Accounts and Billing Opt 3 or accounts@theunitegroup.co.uk

I can’t make or receive calls

Please check if it’s only you that’s affected. If your colleagues are affected too, please call 0191 466 1050 and speak to our helpdesk.

There are a few basic checks you can complete prior to calling, this will help speed up investigations for you.

  • Is there power to the system?
  • Can you call internally to your colleague’s?
  • What noise/tone/message do you get when dialling out
  • If you have a hosted system, is the internet working?

Please let our Support Team know this information

I have a question regarding my bill, who do I contact?

Please call 0191 466 1050 and select option 3, you can also email our accounts team directly at accounts@theunitegroup.co.uk

 

My broadband is slow/Not working

Please check if it’s only you that’s affected. If your colleagues are affected too, please call 01733 511116 and speak to our Support Team.

There are a few basic checks you can complete prior to calling, this will help speed up investigations for you.

  • Does your router have a green light/red light/flashing light?
  • Please complete a speedtest on speedtest.net and take a screenshot of your current speed.
  • Please reboot any system’s that are connected to the internet

If the results don’t improve, please call our Support Team on 0191 466 1050

Please do not re-set your router as this may have adverse effects on some settings you may have. Our helpdesk will advise if you need to do this.

 

I’m having brand new telephone lines installed, how long will it take?

It depends on the line type you have ordered, please see the standard lead-times below:

  • Analogue Line – 10 – 15 working days
  • ISDN2e – 15 – 20 working days
  • ISDN30e – 30 working days
  • SIP – 3-5 working days

 

I’d like to port my telephone number from a traditional telephone line to VoIP. What do I need to do?

You will need to advise your previous provider and our Provisioning Team may ask you to complete a Letter of Authority (LOA) form on letter headed paper. We will then make the request and keep you updated with the progress.

 

Should I notify my old provider when moving my services to The Unite Group?

Yes, absolutely. Unfortunately, The Unite Group cannot cancel any agreements with your previous suppliers on your behalf.

 

I cant see a mailbox I have been granted permissions to within outlook

The folders don’t automatically expand, you have to click the little arrow to the left of the mailbox name to expand and see the subfolders

 

I cant see the an option to change my account I am sending from

Open a new email, click the options tab and select the From Option. You then get the dropdown and you can select Other email address and add in the one you want to send via.

 

I am being asked to setup Microsoft Authenticator, how do I do this

If you download the Microsoft Authenticator App from your mobile device store, and then sign in as your 365 email account from www.office.com on your PC. You will be walked through how to activate the authenticator and be asked to scan the QR code on the PC screen to add it to your mobile device.

 

OneDrive isn’t allowing me to open files through either SharePoint or my own personal OneDrive

Make sure OneDrive is running, in the bottom right hand corner in the system tray you will find a blue cloud icon. If this isn’t showing you will need to search for OneDrive in the bottom left hand corner and then open the program and once it shows in the bottom right it will allow you to open the files and folders.