Becoming a Customer
Do I need a BT landline to enjoy your services?
No, we can work with any type of landline across the UK or we can install a new one for you. 
Do I need to cancel my existing contract?
Cancelling an existing contract with your current provider may incur a significant charge. Speak to us on 0344 770 6000 so we can review your current services – we may be able to buy you out of your existing contract. 
What happens when I sign up to Chess?
We will contact your existing telecom provider and request a transfer of your service. We will send you a welcome letter containing a summary of your order and how you can register for your personal customer portal. Your existing supplier will also write to you informing you that you are cancelling your service with them.
What is fraud monitor?
Find out more on our Fraud Monitor page
Account and Billing
How often will I be charged?
Our invoices are generated in most cases monthly unless agreed in advance.
When will I receive my Bill?
You will normally receive your bill mid-month the following month.
When will I receive my first bill?
We will invoice you around the 12th of the following month after transfer date. Please note that you may also receive a bill from your previous supplier for service prior to transferring to Chess.
What is Pro-Rata Billing?
Here at Chess we use pro rata billing. So, as service charges are billed one month in advance, your first bill may include more than one month’s charges when your services first go live.
For example, if you move your line over to Chess on the 10th March, your first invoice will be for the period 10th March - 30th April.
This is charged at £6.77 pro rata for the March days (10th March - 31st March) and £10 for the April days. So the total invoice for the March - April billing period will be £16.77.
If you have any queries over your invoice, please log this via MyPortal and a member of Customer Service Team will get back to you promptly.
Why have I been charged more than one month’s line rental?
If your services have gone live mid-way through a month then you will be charged for the part of that month together with a month’s line rental in advance.
How do I pay?
Direct Debit
    1. You can set up a Direct Debit online by logging in to your Customer Portal, select ‘My Bills’ and click on ‘Set up a new Direct Debit’,
    2. Download a Direct Debit mandate by clicking HERE to download
    3. Call our dedicated team on 0344 770 6000 to set this up over the phone
Bank Transfer: Please make payment to Chess Ltd, Account Number: 63490742, Sort Code: 20-55-34, quoting Account Number
By Phone: Call our team on 0344 770 6000
How long does it take for my direct debit to be set up?
It normally takes about 10-14 days.
When is the direct debt taken from my account?
The date the direct debit will be collected is shown on the front page of your invoice.
Can I change the date that the direct debit comes out of my account?
Unfortunately not, we currently only have one direct debit collection date for the monthly invoices.
When do I need to pay in order to avoid late payment charges?
The payment date shown on the front page of the invoice.
Why is my bill different this month?
There may be different reasons for this. For example, you may have upgraded your service or changed your tariff. On rare occasions, we may have decreased or increased our charges, which we would have informed you of via email or post in advance.
Can I view my bill online?
Yes you can view all your bills online via your customer portal, if you haven’t already registered, it’s quick and simple click HERE
What is the customer portal?
It is your secure remote access to our website where you will be able to view your bills and manage your account.
Where can I find my account number?
Your account number can be found on your invoice, if you are unsure then call our dedicated Customer Service team on 0344 770 6000.
How do I do register for the customer portal?
It’s easy, all you need is your account number (format ABC1234) and to click HERE.
How do I change my billing preference?
All changes on how you wish to receive your bills (paper or email) can be made under the ‘My Account’ section of your Customer Portal.
How do I change the name or address on my account?
Speak to our Dedicated Customer Service team at 0344 770 6000 and we will guide you through the process.
Cloud PBX Support
We’ve created a few helpful guides on how to complete some of the basic tasks on your Chess Cloud PBX.
Making a Call — Yealink T41P

Headset Calling — Yealink T41P

Hold — Yealink T41P

Phonebook Directory — Yealink T41P

Three Way Conference — Yealink T41P

Busy Lamp Pick Up — Yealink T41P

Group Pick Up — Yealink T41P

Setting Up a Conference Before the Customer Joins — Yealink T41P

Three Extension Pick Up

Three Pick Up — Yealink T41P

If you still haven’t found your answer, simply log a support request on your Customer Self-Service Portal and our team will be in touch.
Phone Lines and Calls
How long would it take to install a new line?
The average time required for a line installation are as below. The time is estimated from the day of contract agreement and subject to there being availability line plant to serve your premises with our Supplier.

Product Type

Service Level Agreement

Single Analogue Line

10-15 days


10-15 days


15-20 days


15-20 days

Broadband (depending on product type)

05-15 days

We use Openreach engineers and installation is subject to their availability, customer location and weather conditions. As we deal with so many variables sometimes installation can be quicker, or take longer. Whatever the circumstances we strive to offer the best experience for you, and make sure our services match your needs.
How long does it normally take to transfer my services to you?
It all depends on the type of order, OFCOM states that Transfers of Fixed Lines is 10 working days, ADSL is 5 working days unless migrating to Full LLU (MPF) then is 10 working days as the Line is Transferring too.
What happens if I'm Moving House?
You can check the following link to see if you are moving into the same exchange you are in now
  1. If you are in the same exchange on most instances you can retain your number
  2. If you are in different exchanges you will not be allowed to retain your number, But Chess has options so you can retain the number on a different product
What is an NGN?
  • An NGN is a Non Geographic number such as an 03 UK wide Number, 0800 Freephone, 0843, 0844, 0845 0871.
  • An NGN in simple terms is a telephone number people call. No equipment is needed; it is simply attached remotely to your landline or mobile or a hosted call handling service. Unlike Landline numbers they are geographically independent of any area of the UK’
What is a Virtual Number?
  • A Virtual Number are known as 01 / 02 numbers
  • A virtual number, also known as direct inward dialing (DID) or access number, is a telephone number without a directly associated telephone line. Usually these numbers are programmed to forward incoming calls to one of the pre-set telephone numbers.