Frequently asked questions.

Correct. Support is included with every service we provide, by phone, email or a visit if it needs one. Training, moves, changes and fault chasing are all part of the deal, not an add-on.

Most services are billed monthly by direct debit on one simple account, so you get a single clear bill for everything you take from us rather than a pile of separate invoices.

We build the package around your business and keep things as flexible as we sensibly can. Give us a call and we will be straight with you about what applies to your services.

We genuinely want to know if something has gone wrong. Email support@synergymax.co.uk or call 0151 230 3949, and our Complaints Code sets out exactly how we handle it.

It depends when you signed. From 17 January 2025 Ofcom banned inflation-linked and percentage-based price rise terms in new contracts. Any increase written into a contract from that date has to be set out in pounds and pence before you sign, so you know the exact figure and the date it lands. Contracts signed earlier can still carry RPI or CPI-linked rises. These protections are written for residential and small business customers, which Ofcom defines as ten people or fewer, so a larger business contract may sit outside them. Send us your terms and we will tell you plainly which applies and what it means in money.

Many business telecoms contracts roll over automatically unless you give notice, and the notice period is often ninety days. That is where people get caught. The renewal lands before anyone has thought about it and you are committed for another term at a price nobody negotiated. Diarise the notice date the day you sign. Tell us when your term ends and we will remind you in good time, whether or not you end up moving to us.

Usually the remaining monthly payments for the rest of the term, sometimes discounted. On a leased line it can also include the unrecovered installation cost, because the provider paid for a physical build on the assumption you would see the term out. That is why leaving a three-year leased line in year one is expensive and leaving a broadband contract often is not. Ask your provider for the settlement figure in writing before you decide anything. It is frequently lower than people fear on broadband and higher than they expect on a leased line.

You can, and plenty of very small businesses do, but know what you are giving up. Residential packages rarely carry a meaningful fix-time commitment, static IP addresses are usually unavailable, and many providers restrict business use in their terms. The difference shows up on the day it breaks, because a residential fault joins a residential repair queue. If two days offline would cost you real money, that is the point where business broadband earns its price.

Hosted phones and mobile can usually go live within days. Broadband depends on the line: SOGEA and full fibre are typically a couple of weeks, while leased lines need a survey and a longer lead time. We always give you a realistic date up front.

We will tell you honestly what you can actually get, usually SOGEA or a lighter fibre package, with a clear upgrade path for when full fibre arrives. If uptime is critical, we can add 4G or 5G backup too.

Broadband is shared, or contended, and great value. A leased line is dedicated, symmetric and backed by an SLA. If consistency and uptime matter to your business, the leased line wins.

We look after businesses right across the UK. Give us your postcode and we will check exactly what is available at your site.

Slow is usually one of four things, and they need separating before anybody buys anything. Contention, where you share capacity with everyone around you and it sags at the busiest times of day. Wi-Fi, where the line is fine but the signal is not reaching. The router, which is often the cheap one that came in the box. Or the line itself, if you are still on copper to a street cabinet. Run a wired speed test next to the router and compare it with a Wi-Fi test at the far end of the building. If the wired figure is good, the problem is your network rather than your broadband, and upgrading the line will not fix it.

Dropouts are the most widely reported broadband problem in the UK and they are a different fault from slow speeds. Repeated short disconnections usually point to a line fault, a failing router or interference on a copper pair rather than a lack of capacity. What helps is evidence. Note the times it drops over a few days, because a pattern that repeats at the same time each day tells an engineer something a vague report never will. If it drops when it rains, that is almost always water in a joint outside the building.

Probably not automatically, and this is the thing most businesses get wrong. The Ofcom automatic compensation scheme, which pays a set amount per day for late repairs, missed appointments and delayed starts, covers residential customers only. Business lines sit outside it. What you have instead is whatever service level is written into your contract, and on a standard business broadband package that is often nothing enforceable. Leased lines are the exception, because they carry a contractual SLA with fix times and service credits. If uptime genuinely matters to you, that difference is worth more than the headline speed.

It depends on the care level attached to your line, not on how loudly you complain. Standard business broadband is typically next working day at best, and Openreach attends within its own working hours. Enhanced care levels cost more, shorten that window and add weekend cover. A leased line will normally carry a fix time measured in hours, with credits if it is missed. Check which one you are actually paying for, because a lot of businesses assume they have a guarantee they never bought.

Differently from home, which catches people out. One Touch Switch, where your new provider handles the whole move with a single request, is a residential process. Business switching still means checking your notice period, getting a settlement figure if you are leaving early, and sequencing the new service so it is live before the old one ends. Never cancel first. Numbers are ported rather than recreated, and a number that has already been disconnected can be very hard to recover. We run the whole sequence for you, and the order matters more than the speed.

Yes. We port your numbers across to the new system, including geographic and non-geographic numbers, and schedule it so there is no gap in service.

Not necessarily. You can use handsets, the mobile and desktop apps, or Microsoft Teams. We match the setup to how your team actually works.

Yes. Hosted phones and Teams calling work wherever your team has an internet connection, on the same number and with the same features as in the office.

Choppy audio, echo and calls cutting out are almost never the phone system itself. They are what happens when voice packets arrive late, out of order, or not at all, which the industry calls jitter, latency and packet loss. The usual causes are a connection without enough upload, a network where voice competes with everything else for bandwidth, or cordless handsets on Wi-Fi that was never planned for voice. The fix is prioritising voice traffic on the network so calls get what they need first. If somebody sells you a new phone system without looking at the connection underneath it, they are treating the symptom.

Around 100kbps in each direction per simultaneous call, so ten people on the phone at once needs roughly 1Mbps up and down set aside for voice. That sounds trivial, which is exactly why it misleads. What matters is upload, because most business connections have far less of it than download, and whether anything else can crowd voice out at the wrong moment. Ten calls on a 5Mbps upload is comfortable right up until somebody starts a large file transfer.

We work across Vodafone, O2 and EE, and put each user on the network that covers their patch best, rather than tying everyone to one network and its dead spots.

Yes, we port them across with no downtime, so nothing changes for your team or your customers.

One SIM that roams across networks and locks onto the strongest signal available, ideal for people who travel, rural sites, and devices that simply cannot drop offline.