Telephone Services
Phonexpat Line
Do I need a phone line ?
To make calls you need a phone line, so it makes sense to have your line with Phonexpat as well as your calls so all your phone charges are on one convenient bill.
Phonexpat will be your one point of contact for your phone service. For any queries about your bill, faults or amends to occur on your line rental, simply call our Customer Services Team.
How is my line transferred to Phonexpat ?
It’s really easy to join us as take care of all the paperwork hassle with your old supplier for you. You keep the same physical line and phone number number, therefore avoid any visit or work on your line from engineers.
Do I have to inform my actual provider of you taking over the line ?
We take care of everything, you do not have to get in touch with your actual provider. The transfer will be automatic.
Do I keep the same phone number ?
Yes, you keep the same phone number.
How long does it take for you to take over the line ?
Once we have received your form filled in and signed, together with a copy of your last telephone bill, it takes us 1 week to make the switch.
I paid my line rental to my actual provider for the two months to come, do I have to wait to connect to the new offer line included ?
No, if you have paid you actual provider in advance, they will reimburse you the line rental from the moment you connected to us.
What if I have a fault on my line ?
We will of course take care of everything. It will just be as it is right now : France Telecom will intervene on Yes you will be able to get the same options.
Will I be able to keep the service options I already have with my actual provider, such as Message Service, Number or name Display….
Yes you will be able to get the same options.
Can I change from one package to the other ?
Yes you can, within reason. For example; you may start on package with a limited time of free minutes (ex, LINE MICRO) and then decide to change to an ‘Unlimited’ package (ex,LINE MIDI), but the transfer will take place at the start of the next calendar month. We will always try and carry out your wishes within reason.
How to cancel ?
Telephone Services
Broadband
How quickly can I be connected to the Broadband ADSL ?
To connect you to the ADSL Broadband, it takes us 7 to 10 days, following receipt of your application.
Do I have to get another line if I want to connect to the internet broadband ?
No, one telephone line and one telephone socket will be enough.
At what speed will my broadband sercice run ?
It all depends on the distance that separates your house from the local exchange, you can get up to 20 000 kbit / secondes. The minimum speed we can offer to you for a broadband connection is 512 kbps which is a long way faster than the old fashion 56 kbps dial-up connections. A test of your line will be made by our systems to inform you about the speed you can get.
How can I get technical assitance ?
Our engineers speak fluent English and French.
Our helpline is available from Monday until Friday.
We provide you with a set-up guide that enables you to make the connections yourself step by step. It takes at most 10 minutes to install. In case you face any problems just call our installation team they will be able to help you over the phone.
Is there any charges to get technical help ?
It is completely free. Please call : 0130611772.
Will I have a Phonexpat e-mail address ?
We do not provide you with an e-mail address, you have to create your own on a site like yahoo.com or google.com : you can then keep your e-mail address for life, whoever your provider is.
Is your modem Wi-Fi ?
Yes*, you only have to enable it in the modem’s internal configuration following simple written instructions or by calling Phonexpat so we can do it with you over the telephone.
*Remember, your PC must have a wi-fi card (buit-in or external) in order to use this feature.
Can I use a modem of another internet provider ?
Only if you know how to access the internal configuration of those routers/modems* to change some settings to connect to our systems.
*We can not guarantee the internet connection with any other modem different than ours.
Can I connect several PCs to the modem ?
4 with an Ethernet cable and as many as you wish wireless*.
*Remember, your PC must have a wi-fi card (buit-in or external) in order to use this feature.
What do I do if my internet stop working ?
First of all : “don’t panic” and call us right away on 0130611772. Our engineers and technicians are here to help you solve your internet connection. If you remember please write down the last thing you do with your PC before the issue started, this can help speed up the troubleshooting process.
Administration Questions
Company
Who is Phonexpat ?
PHONEXPAT is a French Telecom company founded in 2001. Today, Over 10 000 customers have already put their trust in us.
Where is your company located ?
Our company offices and call center are situated in St Germain en Laye, in the western suburb of Paris next to Versailles (department 78).
How do I pay ?
Payment is made by French Bank Direct Debit (SEPA) with a printed RIB from your bank, by Visa/Mastercard debit or credit card, or by check or bank transfer. Your account will be debited around the 15th of the month.
How con you manage to offer such interesting prices ? What is the catch ?
There is no “catch”. We just want the best for our customers : best prices and best service. Our marketing team is very alert concerning competition and we are proud to say that since 2001.