Making Calls

Questions about your SmartBox

To help you to enjoy Great Value Phone Calls, without needing to dial 1664, Equitalk can supply you with a SmartBox to automatically connect you to the Equitalk network.

How do I install my SmartBox?

What should I do if I need to return my SmartBox?

Which calls go through the SmartBox?

I have more than one phone. What should I do?

Can I override the SmartBox?

Can I make emergency calls?

Can I use 1471 (to identify the caller)?

Can I use 5 (to ringback an engaged number)?

Does the SmartBox affect the number of phones I can plug into my line?

I don't have a touch tone phone - can I use the SmartBox?

Can I use my SmartBox on my fax machine/answering machine/computer?

What should I do if I need to unplug the SmartBox to move it?

I am moving house, what should I do?

Can I use the SmartBox on my BT FeatureLine (business applications only)?

When I make a call I hear a recorded message.

I have just plugged in the SmartBox and now I cannot make any phone calls.

I have had my SmartBox for quite a while but now I cannot make any phone calls.

When I lift the telephone handset I hear a tune before the dial tone.

I lifted the telephone handset to make a call and heard different tones which did not stop.

Why has my phone stopped ringing after I have installed the SmartBox?

I cannot dial 5 on all engaged calls since connecting the SmartBox.

I still have calls on my BT bill after the SmartBox has been installed.

Approvals Information

Please click here to return to the list of customer service topics.

Please click here if you have not found an answer to your question.

What should I do if I need to return my SmartBox?

If, for some reason, you need to return your SmartBox, please post it to: Optimal Communications Ltd, FREEPOST, (SCE 14311), Waltham Abbey, EN9 1BR.

Which calls go through the SmartBox?

The SmartBox looks at every number you dial and decides if it is a local, national, mobile or international call (where our savings are greatest), then automatically dials 1664 to route the call over our network.

This means that your 'non geographic' calls (e.g. internet, premium rate) will still go via BT to give you the greatest overall saving.

Calls made from phones that are not plugged in to the SmartBox will not be routed via Equitalk.

Periodically the SmartBox will automatically call in to update itself with the latest Equitalk routing data to ensure we are always saving you the most money (you will not be charged for these update calls).

I have more than one phone. What should I do?

If you have extensions around the house they must be plugged into the SmartBox to work with the SmartBox (not just wired in to the back of the BT socket). Calls made from phones that are not plugged in to the SmartBox will not be routed via Equitalk.

Remember to put the ‘Dial 1664’ stickers from your Welcome Pack on any other phones that are not plugged directly into your Equitalk SmartBox. Then you can enjoy great value calls from all your phones.

Can I override the SmartBox?

To force the call to be routed over the BT network, simply dial 121 in front of the number you are calling.

Can I make emergency calls?

Yes – the SmartBox does not affect calls to 999 or 112.

Can I use 1471 (to identify the caller)?

Yes – but if you return a call by pressing 3, the call will go via BT unless you make a note of the number and dial it from your phone.

Can I use 5 (to ringback an engaged number)?

No – this service is not supported by Equitalk.

Does the SmartBox affect the number of phones I can plug into my line?

Your SmartBox has a REN of 0.3. You may experience problems if the total REN of all the phones plugged in to your line is greater than 4.

I don't have a touch tone phone - can I use the SmartBox?

No – you must have touch tone phones.

Can I use my SmartBox on my fax machine/answering machine/computer?

Whilst SmartBox will work with most types of equipment, it is designed for to be used with voice equipment (telephones / answer machines). Data users (fax machines / computers) may experience some reduction in speed. Please ensure all equipment is set up for touch tone dialing.

What should I do if I need to unplug the SmartBox to move it?

If the SmartBox is unplugged for longer than 5 minutes, when it is next plugged in, it will need to call the Management Centre to be automatically programmed (you will not be charged for this call).

After you plug in your SmartBox, pick up the handset and dial 0003 (a tune will be heard).

Replace handset after hearing the tune.

The SmartBox should take approximately 4 minutes to program. If you interrupt this process the SmartBox programming sequence will be repeated when the handset is replaced.

When the light stops flashing the SmartBox has been programmed and is ready for you to make calls

(If you do not dial 0003,The SmartBox will call in automatically after you either dial out for the first time after reconnecting the unit or after receiving an incoming call.)

I am moving house, what should I do?

If you are moving and keeping the same telephone number in your new house, please login to your account and update your address details. Your SmartBox will continue to operate as usual.

If you are changing your telephone number, please unplug your box and then login to your account and update your details. Please allow 24 hours for our systems to be updated before plugging in your SmartBox at your new house.

After you plug in your SmartBox at your new house, pick up the handset and dial 0003 (a tune will be heard).

Replace handset after hearing the tune.

The SmartBox should take approximately 4 minutes to program. If you interrupt this process the SmartBox programming sequence will be repeated when the handset is replaced.

When the light stops flashing the SmartBox has been programmed and is ready for you to make calls

(If you do not dial 0003,The SmartBox will call in automatically after you either dial out for the first time after reconnecting the unit or after receiving an incoming call.)

Can I use the SmartBox on my BT FeatureLine (business applications only)?

Yes, but you must let us know so we can programme the box appropriately. Please click here to contact us by email. Alternatively, telephone us (9am – 5pm Mon – Fri) on 0800 651 1010.

When I make a call I hear a recorded message.

Please click here to contact us by email. Alternatively, telephone us (9am – 5pm Mon – Fri) by dialling 121 0800 651 1010 from the phone plugged in to the SmartBox.

There may be a problem opening your account or there may be a problem with your account payments. Please also ensure that there is sufficient credit in your account to cover your Equitalk bill.

I have just plugged in the SmartBox and now I cannot make any phone calls.

Please check the following:

You must have a touch tone phone (i.e. you should be able to hear beeps every time you press a button). If you do not have a touch tone phone, it will not work with the SmartBox. You should either return the SmartBox to: Optimal Communications Ltd, FREEPOST, (SCE 14311), Waltham Abbey, EN9 1BR, or purchase an inexpensive touch tone phone.

If you are a business and have BT FeatureLine, please click here to contact us by email. Alternatively, telephone us (9am – 5pm Mon – Fri) on 0800 651 1010 from a phone not plugged in to the SmartBox.

I have had my SmartBox for quite a while but now I cannot make any phone calls.

Please click here to contact us by email. Alternatively, telephone us (9am – 5pm Mon – Fri) on 0800 651 1010.

When I lift the telephone handset I hear a tune before the dial tone.

This means that the SmartBox is not programmed. Please click here and follow the setting up instructions.

I lifted the telephone handset to make a call and heard different tones which did not stop.

Your Equitalk SmartBox is being programmed. Replace the handset. Lift the handset again and you can dial normally.

Why has my phone stopped ringing after I have installed the SmartBox?

Usually this is because there are too many phones connected to the line, try reducing the number of extension phones (Max REN value should not exceed 4, SmartBox REN = 0.3).

I cannot dial 5 on all engaged calls since connecting the SmartBox.

The ring back feature is a BT service and is not available over the Equitalk network.

I still have calls on my BT bill after the SmartBox has been installed.

The following will contribute to calls appearing on the BT bill:

The SmartBox is programmed to route local, national, mobile and international calls over Equitalk (where our savings are greatest). All other calls will go via BT.
Too many pieces of equipment on line - Total REN value should not exceed 4.
Dialling without waiting for dial tone - Wait for dial tone before dialling.
Call made from phones not connected to SmartBox - Only use phones connected to SmartBox to dial out or dial 1664 from other phones to route calls over Equitalk.
Using 1471 - BT services will not be routed over Equitalk.
Using 121 - This code overrides the SmartBox and calls are forced onto BT.
Call diversion on line - Diverted part of the call are charged by BT.
Using abbreviated dialling without waiting for dial tone - Wait for dial tone before dialling.
Have you recently moved house or changed your phone number? The SmartBox will have automatically been reprogrammed correctly, unless the line is set up to withhold Caller ID (CLI). Please click here to contact us.

If you still believe there is a problem, please contact us by clicking here or phoning us on 0800 651 1010 (9am-5pm, Mon – Fri).

Approvals Information

SmartBox complies with the Low Voltage Directive 73/23/EEC and EMC Directive 89/336/EEC. The unit is approved in accordance with Council Decision 98/482/EC for single terminal connection to the UK Public Switched Telephone Network.

Please click here to return to the list of customer service topics.

Please click here if you have not found an answer to your question.