Blog Calls and Lines Covid-19

Calls to 101 Non-Emergency number to be free from April 1st

Given the pressure on the emergency services presently, the Home Office have requested that the 101 Non-Emergency number be made free to all callers from 1st April 2020. Therefore these calls placed through our network will be free from midnight this evening.

We understand that this change is intended to be permanent, and not just for the duration of the Covid-19 emergency.

Please note that although this change will be in place from midnight tonight it may not be reflected in the ratesheet immediately .

Calls and Lines Connectivity

SIP2SIM Mobile extensions

The SIP2SIM service is a very simple concept which provides you with control of your mobile communications. It is ideal for an office of any size and even for more technical home users.

The service consists of a SIM card, which you put in a mobile phone and it makes that phone appear as if it is a SIP extension (e.g. SIP phone) on a phone system of your choice.


Not a SIP application

It is important to realise that we are not talking about a SIP application on a smart phone which then uses mobile data or WiFi. With this service your mobile phone is working as a mobile phone on the GSM mobile network making and receiving proper mobile voice calls. The SIP part is what we do in the back end to pass the calls to and from your SIP server.

An extension on your office phone system

The basic service allows you to specify, on our control pages, the server name, login and password for a SIP server. This could be your office phone system whether an asterisk box, or a FireBrick or whatever. As long as it handles normal UDP SIP with G.711 a-law audio then we will register as a phone and allow calls both ways.

This means your phone can simply be an office extension, like any other.

  • Call office extensions using short extension numbers from your mobile phone.
  • Office policies on callable numbers, such as premium rate, enforced like any other extension.
  • Office voicemail system working, just like any other extension.
  • Office call logging, just like any other extension.
  • Office call recording, just like any other extension.
  • Use in hunt groups, just like any other extension.
  • Even use features like call steal to transfer calls if you want, or in-band DTMF to control call transfer and related features.

Manage costs

The costs are very simple for using the SIM in the UK on O2. Higher costs apply for roaming SIMs, even roaming to other UK networks.

  • £5+VAT to purchase the SIM card.
  • £2+VAT pcm once activated (activates on first use).
  • 2p+VAT per minute for calls either way.
  • 2p+VAT per text either way.
  • 2p+VAT per MB for data usage either way.
  • No minimum term – just monthly rolling contract.

Calls are charged per second, and data per kilobyte. Charges apply to the SIP2SIM service separately from any charges you may have for text or voice calls using your VoIP/SMS provider.

In some cases a SIM will be set up with a free trial which allows some usage without assigning to an account or setting up an account. For these trial SIMs, once assigned to an account an activation fee of 1p+VAT is charged and usage charges commence as normal.

OFCOM call charges

The SIP2SIM service is not a service that allows calls to telephone numbers in the national dialling plan. It allows calls to be passed to a VoIP/SIP gateway of your choice. Any ability to make calls to normal telephone numbers is provided by that VoIP provider (which may be our VoIP service). As such, special rules on costs of 01, 02, 03 numbers, rules on 0800 numbers being free, and rules on charges for other special and premium rate numbers do not apply to the SIP2SIM part of the service. The cost or the SIP2SIM service applies regardless of the number you dial.

Telephone numbers

Just like a SIP handset, the service does not come with any sort of telephone number.

You can, if you wish, have the phone register on a VoIP provider’s service. This would mean you get calls to a number operated by the VoIP provider, and can make calls from that number, just like any other SIP phone. If registered with your own telephone system, it would have internal extension numbering, and even direct dial in numbering as you have chosen to configure on your phone system.

There is no question of porting numbers to or from the service, it has no numbers.

We can, of course, provide telephone numbers as part of our VoIP service if you wish, and we can even pre-configure these to connect with your SIM as part of the order process.

International roaming

The SIMs are available with world wide roaming. Costs are higher when roaming, obviously. The following are charges for use within EU. See full roaming price list for more details.

  • £5+VAT to purchase the SIM card.
  • £2+VAT pcm once activated (activates on first use).
  • 10p+VAT per minute for calls either way.
  • 5p+VAT per text either way.
  • 10p+VAT per MB for data usage either way.
  • No minimum term – just monthly rolling contract.

In the UK and rest of EU, calls are charged per second, and data per kilobyte. Charges apply to the SIP2SIM service separately from any charges you may have for text or voice calls using your VoIP/SMS provider.

UK roaming for the best coverage of the UK

The SIMs can even roam in the UK. This means the SIM can change its identity automatically – being an O2 SIM when O2 is available (at the lowest costs), but switching to a foreign identity (Dutch Vodafone) to roam on to other UK networks. Whist costs are then higher this means you stay in touch even when there is no O2 signal.

When the SIM is using the O2 profile and on O2 in the UK, the UK prices apply. When using the EU profile on any UK network (including O2) or elsewhere in the EU, the EU roaming prices (as above) apply. If on EU profile on O2, it will normally switch back to O2 profile automatically within a few minutes. Currently the SIM will not roam to Three in the UK.


Texts are operated separately. Our text interface using HTTP can send texts to the phone, and texts from the phone can be posted to an HTTP gateway of your choice. If you have an A&A VoIP telephone number then texts can be associated with that number directly (not all of our numbers ranges can handle inbound texts).

Mobile Data

Data currently allows simple NAT, unfiltered, Internet access. We hope to offer data via A&A in the future.

Third Party SIP services

The service involves entering SIP registration details in to our control pages. Where these are the details of your own SIP server such as an office phone system, you can make the decision as to whether or not you trust us with those SIP details in order to provide the SIP2SIM service. We will, of course, use all reasonable skill and care to ensure the details remain confidential and are not disclosed.

We have, however, designed the service so that it can work with a wide variety of third party SIP services, not just in the UK but in various countries. There are a lot of unusual systems out there and we continue to work to ensure that such services operate with SIP2SIM. However, using third party SIP details may well be in breach of your terms with the third party SIP provider as it means giving us your SIP details. It is up to you to check the terms and we would not suggest anyone breaks a contract they have. You may find that the provider is happy to trust us, especially if they do any other work with us, so it is worth asking. We are also happy to discuss contracts with other providers for the SIP2SIM service and we may be able to provide them with branded SIMs to sell to their customers.

Unfortunately we cannot guarantee that the service will always work with all other providers, and whilst we aim to resolve any technical issues (with reference to the standards), if a provider simply will not deal with our service and blocks us there is little we can do.

The Sip2Sim service is provided by Andrews and Arnold Ltd  and can be purchased direct from them or via ourselves where we will assist with setting up the service for you.

Blog Calls and Lines

Revised call charges.

Gradwell has moved to a new carrier for outgoing phone services, giving us the opportunity to offer a simpler and clearer pricing structure for our call charges.

In summary, the current standard rate charges remain the same as before; however, new levels of detail have now been added to help give clarity regarding how call tariffs are being charged.

The table below outlines the standard rate tariffs currently in place and now includes the new ones that have been added for UK calls.

Gradwell’s Standard UK Call Charges (pence per minute):    

Call TypePeak*Off-peakWeekend
Geographic (01, 02, 03)
Local rate (0845)**
National rate (0870)**
National rate (0871)**12.0012.0012.00
Directory Enquiriesdependent on the route, use the telephone lookup tool to establish exact cost
Isle of Man6.004.004.00
Geographic Islands (Jersey/Guernsey)
Premium Mobile
07520, 07744, 07755, 078222, 074416, 07777, 078228

Bundled minutes.

PPM Number of MinutesPrice
1p 500 £5.00
UK Landline Minutes
Number of MinutesPrice
250 £20.00
500 £30.00
4,000 £160.00
10,000 £350.00
20,000 £600.50
40,000 £1,200.00
60,000 £1,500.00
80,000 £2,000.00
100,000 £2,500.00
Mobile Minute Bundles

*Peak: 8am-6pm UK London time.

**Calls to numbers in these ranges start at the specified prices. Charges to some numbers will vary. To find the exact cost of any number we encourage you to use the telephone lookup tool as featured on the Gradwell call charges webpage.

Key Information Regarding Call Charges:    

•    Calls between your VoIP-enabled offices are free
•    Call to anyone else on Gradwell VoIP are free
•    0845 numbers have a 3p per call charge in addition to the pence per minute rate
•    0871 numbers for Services Fixed Fee FF15, FF28 and FF29 are charged at a flat 12p per call only
•    Calls are billed by the second, with a minimum call charge of 1.5 pence on all calls except Freephone calls
•    Inbound calls to 0800 numbers cost 3 pence per minute
•    Calls that are diverted to landlines are charged at standard rates

Charges for Directory Enquiry services will vary dependent on the route used and may be subject to a per call charge and / or a pence per minute rate. There are a large number of Directory Enquiry routes from which to choose, each with specific charges that can be viewed using the telephone lookup tool. Listed below are the most popular route charges per minute:

RoutePeakOff-peakWeekendPer Call Charge
(£3.85 weekend)

International Call Charges:

International call charges to the 34 headline countries have been simplified, not only are the landline calls currently set at the low cost of 1.5 pence per minute, but the mobile charges to these countries have now been set at a flat 11 pence per minute. The qualifying 34 headline countries are listed below:

ArgentinaChinaHungaryMalaysiaSouth Korea
AustraliaCzech RepublicIndiaNetherlandsSpain
AustriaDenmarkIrelandNew ZealandSweden
CanadaGreeceJapanPortugalUnited States
ChileHong KongLuxembourgSingapore 

Please note that Estonia and Finland are no longer part of the headline country group and  Brazil and India have been added.

In addition to the headline countries listed above, Call charging rates to other International destinations have been simplified and now offer lower cost calls for both landline and mobile:

American Samoa£0.05 Maldives£1.50£1.50
Anguilla£0.15£0.35Marshall Islands£0.35 
Antarctica£7.00 Martinique£0.05£0.15
Antigua & Barbuda£0.25£0.45Mauritania£0.70£0.80
Ascension£3.00 Mexico£0.05£0.15
Bosnia and Herzegowina£0.20£0.50Nepal£0.20£0.15
Botswana£0.10£0.35Netherlands Antilles£0.20£0.20
Brunei Darussalam£0.05£0.15New Caledonia£0.30 
Burkina Faso£0.40£0.45Niger£0.50£0.50
Cameroon£0.25£0.45North Korea£1.00 
Cape Verde£0.30£0.40Northern Cyprus£0.10£0.25
Cayman Islands£0.10£0.30Northern Mariana Islands£0.05 
Central African Republic£0.60£0.60Oman£0.15£0.40
Comoros£0.60£0.60Palestinian Territories£0.30£0.30
Cook Islands£1.50 Papua New Guinea£0.90 
Costa Rica£0.05£0.15Paraguay£0.05£0.15
Cote D’Ivoire£0.80£0.45Peru£0.05£0.15
Cuba£1.00£1.00Puerto Rico£0.05 
Diego Garcia£2.00 Reunion£0.05£0.15
Dominican Republic£0.05£0.15Rwanda£0.50£0.50
DR Congo£0.60£0.45Saint Kitts And Nevis£0.20£0.45
East Timor£1.50 Saint Lucia£0.30£0.45
Egypt£0.15£0.15San Marino£0.05£0.35
El Salvador£0.30£0.30Sao Tome And Principe£1.50£1.50
Equatorial Guinea£0.40 Saudi Arabia£0.15£0.20
Falkland Islands (Malvinas)£2.50 Sierra Leone£0.80£0.70
Faroe Islands£0.10£0.35Slovakia£0.05£0.15
Finland£0.05£0.15Solomon Islands£1.50 
French Guiana£0.05£0.15Somalia£0.70£0.70
French Polynesia£0.30£0.50South Africa£0.05£0.15
Gabon£0.70£0.70South Sudan£1.50£1.50
Gambia£0.90£1.00Sri Lanka£0.20£0.15
Georgia£0.10£0.15St. Helena£3.00 
Ghana£0.35£0.35St. Pierre And Miquelon£0.40£0.70
Gibraltar£0.05£0.35St. Vincents£0.25£0.45
Guam£0.05 Syrian Arab Republic£0.15£0.25
Iceland£0.05£0.15Trinidad And Tobago£0.10£0.30
Jamaica£0.20£0.35Turks And Caicos Islands£0.20£0.40
Kiribati£1.50 United Arab Emirates£0.25£0.25
Lesotho£0.30£0.30Viet Nam£0.10£0.15
Liberia£0.70£0.70Virgin Islands (British)£0.25£0.45
Libya£0.35£0.45Virgin Islands (U.S.)£0.05 
Liechtenstein£0.10£0.30Wallis & Futuna£1.50 
Calls and Lines Connectivity

EFM Leased Lines

Highly reliable 20Mb symmetrical Internet from £350.00 per month

EFM Leased Lines (Ethernet in the First Mile) provides high speed, reliable internet connectivity for businesses who have outgrown traditional broadband, but where fibre base Ethernet services are still too expensive.EFM uses multiple copper pairs to deliver the service. These are bonded together to provide a combined service. By combining pairs you will receive a much more reliable service because if there is a fault with a single wire then the service will just slow down, rather than taking your business off line.In addition, unlike ADSL where the customer is typically responsible for reporting a fault, with EFM the service is proactively managed by the Gradwell operations centre and where a fault occurs, it is quickly spotted and resolved.Finally, if there is a copper wire fault in the BT Openreach network, EFM is provided with “Service Level 4” which aims to have an engineer resolve the fault within 6 hours.

To order EFM, you will need to contact our sales team. Orders are subject to survey and take between 25 to 90 days to be delivered. EFM is available in 1500 of the most popular UK telephone exchanges and you can be upto approximately 4km from the exchange.

To use EFM, BT Openreach will install a number of analogue copper pairs and associated wall sockets. In addition an EFM network adaptor will be installed, which provides you with an Ethernet socket. You will need to have a spare power socket available within 1M of the BT sockets.

Upgrading EFM

It is not possible to upgrade from 2 Pair EFM to 4 Pair EFM or vice versa. Should you wish to upgrade in the future, you would have to cease your line and reinstall.

We can allow some overlap of the circuits to ensure that you do not lose connectivity in these circumstances, but this may be limited to the number of pairs available as exchange capacity may have changed from the time the original order was placed to the time you wish to upgrade.

EFM Pricing

  • Gradwell EFM services are available on a 1 year or a 3 year contract
  • 3 year deal: 50% discount on installation fee
  • The first months line rental and installation fees are payable upon placing of order
Product 2 Pair EFM 4 Pair EFM
Bandwidth 2Mb to 10Mb 2Mb – 20Mb
Installation £1,200.00 – 1 year contract
50% discount – 3 year contract
£1,650.00 – 1 year contract
50% discount – 3 year contract
Rental £240.00 per month
£2,880.00 per year
£350.00 per month
£4,200.00 per year


All orders of EFM Leased Lines are subject to a contract, which can be downloaded here. Please return any signed contracts by either fax (01225 800 801) or by post to EFM Orders, 26 Cheltenham Street, Bath, BA2 3EX, We can handle all this for you checking teh paperwork and tracking the order.


Cancellation time Cost
 From confirmation of installation date to 5 days before installation 75% of install fee
 From 4 days to 1 day before installation 95% of install fee
From installation to RFS (Ready for Service, approx 10 days) 100% of install fee, plus 100% of year 1 fees


Reason Cost
Visit charge (if not covered by service contract) Various – please refer
to Openreach pricing
Time related charges during installation (if not covered by service contract) Various – please refer
to Openreach pricing
 Excess construction charge (alternate location/additional infrastructure) Various – please refer
to Openreach pricing
 Time related charges during fault repair (if not covered service contract) £80.00 per hour
Special fault investigation (e.g. customer request for an engineer when not needed) £150.00
Aborted visit (e.g. customer not able to grant engineer access) £150.00
All prices are excluding VAT.

Indicative speeds

Like ADSL, the speed an EFM circuit will run at will depend on your distance from the exchange. However, with EFM we can guarantee the minimum speed you will receive1. In our trials, we found that most customers receive a faster speed service than we can guarantee.

EFM is also a symmetrical service – meaning that both the upload and the download speed are the same. This is great if you are making Internet Telephony calls, using video, or sending / uploading large files to the internet.

Distance from local exchange EFM 2 Pair EFM 4 Pair
0m-100m   10Mb 20Mb
 200m – 500m  8Mb 16Mb
 600m – 800m  7Mb 15Mb
 900m – 1100m  7Mb 14Mb
 1200m – 2100m  6Mb 14Mb
 2200m – 2300m  6Mb 13Mb
 2400m  6Mb 12Mb
 2500m  5Mb 12Mb
 2600m – 2700m  5Mb 11Mb
 2800m – 2900m  4Mb 10Mb
 3000m – 3100m  4Mb 9Mb
 3200m  3Mb 8Mb
 3300m  –  8Mb
 3400m  –  7Mb
 3500m – 3600m  –  6Mb
 3700m  –  5Mb
 3800m  – 4Mb
 3900m  –  3Mb
 4000m+  –
 1 If for some reason we are unable to deliver the service at the minimum guaranteed speed, you will have the option to cancel for a full refund, or continue with the slower service.
Calls and Lines Connectivity


Advanced Broadband will give you the fastest download speed you can get from your exchange, a generous bandwidth limit and direct connection to the Gradwell VoIP network, making it a perfect partner for Internet telephony.

  • No BT Line Rental
  • £25 pm
  • Generous 100Gb Peak Data Transfer per month
  • FREE Thomson Wireless Router
  • Voice prioritisation to support VoIP users
  • Get the fastest speed your line can give you, up to 16Mbps
  • 12 month contract, rolling monthly thereafter (30 day notice period)

Premier Broadband has all the benefits of our Advanced Broadband package, and more. 200Gb peak bandwidth and assured throughput mean you have the optimum amount of bandwidth for up to 10 concurrent Internet telephony calls.

  • No BT Line Rental
  • £50 pm
  • Enhanced Care and Service Level Agreement
  • 200Gb Peak Data Transfer per month
  • FREE Thomson Wireless Router
  • Assured throughput of at least 512Kb/s
  • Upload speeds of up to 1Mbps and download speed of up to 16Mbps
  • 12 month contract, rolling monthly thereafter (30 day notice period)

Premier Plus With Enhanced Care, a Service Level Agreement, fantastic upload speeds and assured throughput, Premier Plus Broadband is perfect for the largest of small businesses.

  • No BT Line Rental
  • £60 pm
  • Enhanced Care and Service Level Agreement
  • 200Gb Peak Data Transfer per month
  • FREE Thomson Wireless Router
  • Assured throughput of at least 1Mb/s
  • Upload speeds of up to 2.5Mb/s and download speed of up to 16Mb/s
  • 12 month contract, rolling monthly thereafter (30 day notice period)
Calls and Lines Connectivity Installation Support Technical

Number Porting

When you switch to Gradwell, you can enjoy all the great benefits of our award-winning VoIP telephony service and keep your existing number. Becoming a Gradwell VoIP customer doesn’t mean losing your existing PSTN phone number. Our dedicated porting team can transfer your existing UK and international numbers within days of joining us to minimise any disruption to your business.

Cost: £20.00 one off fee to transfer your number, capped at £200 if you have a lot of numbers in the same sequence to move.

£20.00 each port rejection.

£10.00 for any date change/cancellation.

We are able to move your number from various telephony providers, including:

Full geographic porting:

  • Affiniti
  • BT
  • Cable & Wireless
  • Cable & Wireless (Energis)
  • Cable & Wireless (Thus)
  • Eurobell
  • Inclarity
  • Gamma
  • Magrathea
  • Opal (if Opal are not the range holder)
  • Spitfire
  • Viatel

Partial geographic porting agreements:

  • Colt
  • NTL
  • Telewest
  • Verizon

Full non-geographic (08) porting agreements:

  • Affiniti
  • Cable & Wireless (Energis)
  • Gamma
  • Magrathea
  • Opal
  • Viatel

We are always building on our porting agreements so if you have a number from a company not listed above, please let us know and we will see if it is possible to port.

To keep your number, you will need:

  • A completed porting form (If you require help completing the number porting form, please visit the How To article, which will guide you through the process.)
  • A copy of latest phone bill for the number(s) you want to keep, showing the main billing number and your company name.
  • To fax both of those documents to us on scan and email to
  • If you need to port 10 or more numbers you will need to complete the Capacity Planning Form, which is located on the second part of the Number Porting Form.

What are the timescales?

(Please note this is a guide and times are may be subject to delays)

  • Single line request – five working days
  • Multi line request (less than ten lines/numbers) – seven working days
  • Multi line request (more than ten lines/numbers) – seventeen working days
  • Simple DDI request – seventeen working days
  • Complex DDI request – twenty two working days
  • Single line SUP* request – seven working days
  • Multi line SUP* request (less than ten lines/numbers) – ten working days
  • Multi line SUP* request (more than ten lines/numbers) – twenty working days
  • Simple DDI SUP* request – twenty working days
  • Complex DDI SUP* request – twenty five working days
(A SUP request will be raised where the range holder and losing current provider are different)

Please note, any resubmissions or changes will be charged at £20 (excluding VAT) and will be subject to a new lead time. You will also be charged this amount for any numbers you port, but then do not use or cease. It may therefore be beneficial to cease the numbers with the current providers before putting through the port request to minimise cost.

For more information regarding porting your number, please visit the FAQs.