FAQ | ICUK

We are happy to work with sole traders just as much as private or public limited liability company. You can be newly registered or established.

Be aware, that when selling broadband and telecom facilities into businesses, in particular, it may be expected that you are VAT registered. There is no hard set rule, it's best that you seek advice from an accountant to understand what we will work for you the best.

ICUK is a wholesale provider. This means we will invoice you for the wholesale cost of these services. It is the responsibility of the reseller to set retail prices, invoice end users, collect payment and promote your own brand.

We do offer an optional solution whereby invoices can be generated via our platform on your behalf. This was designed primarily for smaller resellers to give them a help in invoice genration based on the services purchased, and the tariffs assigned. You can see more here.

Thankfully faults are rare, but they do occur. When a fault arises you can be confident that we are here to support you through achieving a swift resolution. Your starting point, if you are not familiar with the processes to follow is to reference our help files. Within the help files you will find step-by-step guides as to the questions to ask your client's, the reasons why we ask these questions, and the diagnostics to complete. Our diagnostic tests are purely a step on the journey to raising a fault and are not the solution or sole task to complete.

Broadband and leased line faults should be raised through the Control Panel. Our fault raising process ensures that the correct diagnostics and appropriate questions are presented. This ensures we collect all the information we need to avoid a ping-pong style conversation of questions. Faults can be tracked and interacted with via the Control Panel, with all updates are followed up with emails to alert you to progress.

Line rental faults can be raised in complete automation through the Control Panel. You can access real time intrusive checks against the line, and by proceeding with a fault you are submitting it directly into Openreach without ICUK staff involvement. All tracking, progress updates, appointment control, engineer contact information and job notes are all available at your disposal.

For web hosting and domains you can raise a question via the Control Panel, email in or call us.

If you are really stuck we are only ever a phone call (03450099175) or email (support@icuk.net) away for advice and guidance. As a wholesale provider we cannot take calls or respond to end user questions. End users shouldn't know of ICUK, and should liaise with you directly.

Our contract is with yourselves.

Your contract is with your customer. You own the customer contract, they do not need to know that ICUK is your wholesale provider.

There is sometimes no escaping that ICUK will be the owner of the IP range. A WHOIS lookup will show InterDSL which is a generic name we reference for white label purposes and ICUK. You can see an example WHOIS look up here.

If you have your own IP ranges we can host and announce these for you for the purpose of broadband and leased line connectivity. This will provide your name in WHOIS and speed test results. If you would like advice on how to achieve this contact our sales team who can advise further.

Many of the services we provide involve extending credit due to their nature, such as post-charging for connectivity, call usage, or long-term leased line agreements. Given the financial and contractual commitments associated with these services, it is essential for us to conduct comprehensive security checks. These checks include credit assessments of companies and, where applicable, individuals, to ensure the financial stability and reliability of those we work with. This not only helps safeguard against potential risks but also ensures fairness for resellers who consistently meet their payment obligations on time, maintaining a secure and trusted partnership across our network of resellers.

Depending on the credit score of the individual or company applying, a deposit may be required. We endeavour to ensure that any required deposit is proportionate and manageable. Deposits are held in an HSBC deposit account for the duration of your time as a reseller or until it is deemed unnecessary based on your account spend and payment history.

In some cases, a personal guarantee may also be required. This guarantee ensures additional security while allowing resellers to proceed with services confidently in certain scenarios.

As part of our verification process, we require certain identification documents. These measures are in place to safeguard against fraud, including instances where individuals may attempt to impersonate legitimate, creditworthy businesses. The documents we typically request include:

• Bank Statement: We do not examine financial figures but verify the existence of a business bank account, ensuring that the account holder has successfully completed the bank's identity verification checks.
• Director Identification: To confirm the identity of the listed director at Companies House and through our credit checking systems, we require a valid form of ID, such as a passport or driving licence, ideally including the director's date of birth.
• Proof of Address: If your company’s registered address differs from its trading address, this is not an issue. We simply ask for documentation that confirms your actual operating address, along with an explanation for the difference.

These measures have significantly reduced instances of fraud and attract resellers who are committed to growing their businesses with us. By preventing fraudulent activity, we are able to maintain competitive wholesale pricing, benefitting ICUK and all our partners. Without these precautions, financial losses caused by fraud would ultimately increase costs across the board.

NOTE: We do not require security checks for Reseller Hosting facilities.

Start by requesting additional information from us via the various buttons you see on our website. You will be issued with access to an information account where you can see further details about our platforms, view all wholesale pricing, and can proceed to sign-up. Access will normally be granted the same working day, although not all facilities may be functioning until ID / credit checks are completed. Details of the checks will be issued to you alongside the details to login to the Control Panel.