Question 1

What's the difference between a 'business phone system' and 'VoIP'?

Accepted Answer

VoIP (Voice over Internet Protocol) is the underlying technology — how voice travels (over internet rather than the old copper network). A 'business phone system' is the broader product category that uses VoIP: the handsets, mobile apps, the central call routing (PBX), the features (call recording, IVR menus, voicemail, CRM integration), the management interface. Most modern UK business phone systems are VoIP-based — but customers usually search for 'business phone systems' (what they want to buy) rather than 'VoIP' (the technology). This page is for the buyer. Our deeper technical VoIP page is at /voip-phone-systems.html if you want the engineering detail.

Question 2

How much does a UK business phone system cost in 2026?

Accepted Answer

Typical 2026 UK pricing: £8-25 per user per month for a cloud-based business phone system including hosted PBX, calls (usually unlimited UK + mobile within fair-use), mobile apps, basic call recording, and a web management interface. Add-ons vary by provider: AI Receptionist £150+/month, Microsoft Teams integration +£3-8/user, advanced analytics +£4-8/user. Hardware (desk phones if needed) is typically £80-200 per phone one-off, though many businesses now work entirely from mobile/desktop apps and skip handsets. Telexico starts at £12/user/month all-inclusive — see the VoIP cost calculator for a tailored estimate.

Question 3

What types of business phone systems are there?

Accepted Answer

Five main types in UK 2026. (1) Cloud-based hosted PBX — most common, everything in the cloud, scales by user count, no on-site hardware. (2) On-premises PBX — traditional, on-site server, common for larger businesses with specific compliance needs. (3) Hybrid PBX — mix of cloud and on-premises, transitional setup. (4) Microsoft Teams Phone — using Teams as the phone system via Direct Routing or Operator Connect. (5) AI-powered phone systems — AI Receptionist handling routing, basic queries, and after-hours coverage. Most UK SMEs in 2026 use cloud-based VoIP systems with AI add-ons. Telexico delivers all five.

Question 4

Can I keep my existing phone numbers when switching?

Accepted Answer

Yes. UK number portability is statutory — any UK number you currently have can be ported to a new provider, usually within 5-15 working days. The porting process happens during the switch: we set up your new system in parallel with your existing one, test it, then port the numbers on a scheduled date with zero downtime. Your business doesn't lose any inbound calls during the transition. This applies whether you're switching from BT, 4Com, Virgin, Gamma, Vonage, RingCentral, or any other UK provider — and also when migrating from old ISDN/PSTN systems.

Question 5

How long does business phone system installation take?

Accepted Answer

Typically 5-14 working days for a standard cloud-based system with number porting. The breakdown: 1-2 days for the initial system setup, 1-3 days for user training and configuration, 5-15 days waiting for the regulatory number port to complete (this is UK industry standard, not a Telexico delay). For multi-site rollouts, larger user counts, or specific integration requirements (CRM, custom IVR menus, Teams integration), timelines extend to 3-6 weeks. The full timeline is given in the proposal — no 'we'll be in touch in a few weeks' open-ended commitments.

Question 6

What about the 2027 PSTN switch-off?

Accepted Answer

BT/Openreach is switching off the old PSTN/ISDN copper-line network in January 2027. Any business currently on PSTN or ISDN MUST migrate to a modern (VoIP-based) phone system before then. This is a UK-wide regulatory deadline — it affects every business currently on the copper network. The good news: migration from PSTN/ISDN to a modern business phone system is exactly what we do every week. We handle number porting, system setup, hardware (if needed), staff training, and the transition. The closer we get to 2027, the busier UK telecom installers will get — sooner is better than later for migration timing.

Question 7

Do I need new phone hardware?

Accepted Answer

Often no. Modern UK business phone systems work via: (1) desktop apps on your computer, (2) mobile apps on your phone, (3) optional desk handsets if your team prefers them. Many UK SMEs in 2026 work entirely from apps and skip the handsets entirely (especially restaurants, retail, mobile teams). If you do want desk handsets, expect £80-200 per phone for a standard business handset, or £300-500 for premium models with colour screens, sidecar key expansion, etc. We'll recommend honestly based on your operation — many SMEs don't need handsets at all.

Question 8

How does Telexico's AI Receptionist work with the phone system?

Accepted Answer

AI Receptionist is integrated into your phone system, not a separate product. Inbound calls hit the AI first (or after-hours / when nobody answers within X rings — configurable). The AI handles the call: asks what the caller needs, answers common questions trained on your business, takes bookings, captures lead details, or routes the call to a human if needed. The AI is trained on YOUR business (services, hours, pricing, FAQs) — not a generic script. Standard tier is £150/month and covers up to ~200 minutes of AI handling. For most UK SMEs missing 30-40% of calls, this typically pays back within 2-4 weeks. See the AI savings calculator for your specific numbers.

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