Help & Support

With MyFone®, you can make and receive calls in a couple of simple ways. Choose the setup that works best for you.

Option 1: Use a VoIP phone (desk phone)

You can use a VoIP enabled desk phone connected directly to your broadband router.

How it works:

• Purchase a VoIP enabled phone

• Connect it to your broadband router using an Ethernet cable

• Enter your MyFone SIP login details

• Start making and receiving calls straight away

This option is ideal for home offices or businesses that prefer a traditional desk phone setup.

Option 2: Use a softphone app (mobile or desktop)

A softphone lets you make and receive calls using your mobile, tablet, or computer, no physical phone required.

How it works:

• Download a softphone app on your mobile or desktop

• Sign in using your MyFone SIP details

• Make and receive calls over Wi-Fi or mobile data

This option is perfect if you want flexibility and the ability to answer calls wherever you are.

Recommended softphone apps

Our own MyFone® Softphone is available on the Apple App Store (Android coming soon):

We also recommend the following alternative softphone apps:

iOS

• Zoiper

• Acrobits Softphone

• PortSIP

Android

• Zoiper

• Session Talk Softphone

• PortSIP Softphone

Most of these apps offer free versions with optional paid features.

The MyFone® Portal gives you complete control over your phone numbers and call routing from any device. Log in to manage your account, configure how calls are handled, and monitor your usage, all in one place.

With the portal you can:

• Manage phone numbers — View all your numbers, add labels, and purchase additional numbers
• Configure call routing — Set up call forwarding or SIP extensions to ring your desk phones and softphones simultaneously
• Set business hours — Define when calls should ring through and what happens outside of hours
• Schedule holidays — Automatically route calls to voicemail or a custom greeting during holiday periods
• Customise greetings — Set personalised messages for busy, out-of-hours, and holiday callers
• Monitor usage — Track your minutes, view call logs, and listen to voicemails with optional transcription
• Manage billing — Update your payment method, view invoices, and manage your subscription

Access the portal at any time by visiting portal.myfone.tel

An extension is a device connected to your MyFone® phone system. When someone calls your number, all your extensions ring simultaneously so you can answer from whichever device is most convenient.

Your first extension is included with your Plus plan and is set up automatically when you sign up. You’ll find your SIP credentials (username and password) on your Phone Number page in the portal, add these to the MyFone Softphone app or any compatible SIP phone to start making and receiving calls.

Need more extensions? You can add additional extensions for £3.99/month each from your Phone Number page. Each extension gets its own unique credentials, so multiple team members or devices can be connected at the same time.

Voicemail allows callers to leave a recorded message when you’re unable to answer. This could be when you’re on another call, outside your business hours, or during a holiday period.

You can listen to your voicemails directly from the portal or through the MyFone Softphone app. Each voicemail shows the caller’s number, the date and time, and the duration of the message. You’ll also receive an email notification whenever a new voicemail is left.

Voicemail transcription is available as an optional add-on, which converts each voicemail recording into text so you can quickly read the message without having to listen to it.

You can customise what callers hear before leaving a message by setting up greetings on your Phone Number page – including separate greetings for closed hours and holiday periods.

Business hours let you control when your phone rings and what happens outside of those times. From the Business Hours page in your portal, you can set opening and closing times for each day of the week, or mark specific days as closed.

When a call comes in outside your business hours, the caller will hear your closed hours greeting and be given the option to leave a voicemail.

Holiday mode works in a similar way but is date-based. You can schedule holiday periods in advance – for example, Christmas Day through to New Year’s Day and each one can have its own custom greeting. When a holiday period is active, it takes priority over your regular business hours.

Both features can be managed from your Phone Number page, and you can set up custom greetings for each under Greetings so your callers always know why you’re unavailable.

An IVR is an automated phone menu that greets your callers and lets them choose who to speak to. For example: “Press 1 for Sales, Press 2 for Support.”

IVR becomes available when you have two or more extensions on your account. You can set it up from the IVR page in your portal, where you can:

• Write a custom greeting for callers to hear
• Assign a digit (0–9) to each menu option
• Route each option to a specific extension or ring all extensions at once

If a caller doesn’t press a digit, all your extensions will ring automatically as a fallback.

To get started, add an additional extension from your Phone Number page, then enable IVR from the IVR settings.