Frequently asked questions
Quick answers for our customers and anyone thinking of joining us. If yours isn't here, call 0191 466 1050.
Support and contact
How can I raise a support ticket?
Contact the helpdesk on 0191 466 1050 (option 1) or email helpdesk email address. We'll get in touch to help.
How can I contact The Unite Group?
Helpdesk: 0191 466 1050 (option 1) or helpdesk email address. General enquiries and sales: option 2, or [email protected]. Accounts and billing: option 3, or accounts email address.
What is an SLA?
SLA stands for service level agreement. It shows how long we expect your enquiry to take to resolve.
Who do I contact about my bill?
Call 0191 466 1050 and choose option 3, or email accounts email address.
Phones and broadband
I can't make or receive calls. What should I do?
Check whether your colleagues are affected too. If they are, call the helpdesk. Before you call, check that the system has power, try calling a colleague internally, and note any sound or message you hear when dialling out. If you have a hosted system, confirm that your internet is working. Pass this information to our support team.
My broadband is slow or not working
Check whether your colleagues are affected too. If they are, call support. Before you call, check the lights on your router (green, red or flashing), run a speed test at speedtest.net and take a screenshot of the result, and restart your connected devices. Please don't reset the router, because that can affect your settings. The helpdesk will tell you if it's needed.
How long will new telephone lines take to install?
It depends on the line type. Analogue takes 10 to 15 working days, ISDN2e 15 to 20, ISDN30e 30, and SIP 3 to 5. client to confirm these lead times are current
How do I move my number from a traditional line to VoIP?
Tell your current provider first. Our provisioning team may ask you to complete a Letter of Authority on company letterhead. They'll then submit the request and keep you updated.
Should I tell my old provider I'm moving to The Unite Group?
Yes. We can't cancel agreements with your previous suppliers on your behalf.
Microsoft 365
I can't see a mailbox I've been given access to in Outlook
Subfolders don't expand automatically. Click the small arrow beside the mailbox name to show them.
How do I change the account I'm sending from?
Open a new email and go to the Options tab. Select From, choose 'Other email address' from the drop-down and enter the address you want to send from.
I'm being asked to set up Microsoft Authenticator. How do I do that?
Install the Microsoft Authenticator app on your phone. Then sign in with your Microsoft 365 email at office.com on your computer and follow the on-screen steps. Scan the QR code on your computer screen with the app.
OneDrive won't open my files in SharePoint or my own OneDrive
Make sure OneDrive is running. Look for the blue cloud icon in the system tray at the bottom right of your screen. If it's missing, search for OneDrive in the Start menu, open it and wait for the icon to appear.
Cyber Essentials
How do I become Cyber Essentials certified?
Our qualified Cyber Essentials assessors will guide you through the whole process. You can read more about the scheme on our Cyber Essentials page.