Frequently Asked Questions

For any issues/queries that you may have, please contact the Helpdesk on 0191 466 1050 (opt1) or support@theunitegroup.co.uk and they will be in touch to help with your issue.

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

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

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

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

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 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.

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

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.

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

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.

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.

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.

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.

Here at The Unite Group our qualified Cyber Essentials assessors can support you through the entire process. To learn more about the Cyber Essentials scheme click here!