- What is the PSTN Switch-Off?
The Public Switched Telephone Network (PSTN) — which includes analogue lines, ISDN2, and ISDN30 — was originally due to be retired in December 2025. The deadline has now been extended to January 2027, giving businesses and households more time to prepare.
The switch-off means all traditional phone services will be withdrawn and replaced by digital alternatives. To stay connected, organisations must migrate to:
- SIP Trunks – Digital phone lines that run over your internet connection.
- Hosted VoIP Solutions – Cloud-based telephony that is flexible, scalable, and cost-effective.
Even with the extension, early planning is essential. Migrating ahead of time ensures a smooth transition, avoids disruption, and future-proofs your communications.
You can find more information on the PSTN Switch Off here.
- Does Mother provide an off-site cloud backup service?
Yes.
Mother delivers comprehensive Backup and Disaster Recovery (BDR) solutions designed to keep your business running, even when the unexpected happens. Our services include:
- Cloud & On-Premise Backups – Store data securely in the cloud or on local servers.
- Automated Protection – Regular, automated backups so nothing gets missed.
- Rapid Recovery – Restore systems quickly after outages, cyberattacks, or hardware failures.
- Data Security – Advanced encryption to keep your information safe.
- Business Continuity – Temporary cloud failover ensures you stay operational during disruptions.
With regular testing, flexible storage options, and expert support, our cloud backup and disaster recovery services provide peace of mind, regulatory compliance, and protection that scales with your business.
- How do I log a support ticket?
Tickets can be logged via phone, email, or our client portal. For urgent, business-critical issues, we recommend calling the helpdesk directly for the fastest response.
- Do you provide a dedicated account manager?
Yes, each client is assigned an account manager who acts as your main point of contact, ensuring proactive communication and tailored support.
- How do you prioritise support requests?
We prioritise support requests based on urgency and business impact. Critical issues that cause major disruptions, such as system outages or security incidents, receive the highest priority and immediate attention. High-impact issues that affect multiple users or essential services are addressed next, followed by standard and low-priority requests such as general enquiries or minor issues. This approach ensures that we resolve the most pressing problems first whilst maintaining timely support for all requests.
- What are your Support Hours?
Our office is open from 8:30 AM to 5:30 PM, Monday to Friday, including local public holidays, except for the four national holidays during the festive period. Outside of our regular business hours, Emergency Care is available for customers with a dedicated PIN
- What certifications does Mother hold?
Mother holds a variety of partnership and certifications. You can view them all here.
- What vulnerability testing do you perform?
Mother provides managed Vulnerability Scanning services to proactively identify and fix weaknesses before attackers can exploit them.
Our RoundClock Vulnerability Scanning continuously checks your network, devices, and applications for risks such as outdated software, weak security settings, or unauthorised applications.
View the full solution here.
- Can you help with Endpoint Security?
Yes.
Mother protects your business with RoundClock EDR, powered by SentinelOne – the global leader in endpoint protection. Unlike traditional antivirus, it uses AI to detect, prevent, and remediate threats in real time, without slowing down devices.
Endpoint Protection & Recovery
RoundClock EDR defends against ransomware, zero-day attacks, and fileless threats. If an attack occurs, devices can be rolled back to a safe state with one click, minimising downtime.You can find the link to our EDR Brochure here.
- How can I track the status of my support request?
Our client portal allows you to see live updates, view technician notes, and check estimated resolution times. Transparency is key: you’ll always know where your request stands rather than waiting in the dark.
- Do you provide on-site support as well as remote?
Yes, we offer both remote and on-site support. Our team can quickly help you online or come on-site for hands-on tasks like hardware setup or complex troubleshooting.
- How do I contact your support team?
Whether you have a quick question or need more detailed support, reaching us is simple.
Give us a call, send us a message using the form or via our support email, or log a ticket via the client portal — we’re here and happy to help. We recommend giving us a call if your request is urgent.
- How do I change the time on my Unify/ Mitel telephone system?
To change the time on your Unify/Mitel telephone system please following these steps.
Note, this can only be completed from your “system phone” which is usually reception.
- Press *95 on your telephone keypad
- Press *95 on your telephone keypad
- Press the “tick” key
- Press the “tick” key
- Scroll right once to “Time”
- Press the “tick” key
- Press * to change
- Type in the time desired
- Press “tick” key and await confirmation tone
- Lift and replace handset to return to home screen
Welcome to our Knowledge Base of Frequently Asked Questions
Frequently Asked Questions
Here, you’ll find helpful documents, articles, and answers to the most common questions we receive.
If you have any further questions or need more information, please don’t hesitate to get in touch—whether by phone, email, or through our contact form. We’re always happy to help.