How to get through to your phone or internet provider
Call the number on your bill or in your account, with your account number and account PIN or passcode ready, and pick billing or cancellations, which usually reach a person fastest. Expect to confirm you're the account holder yourself. Or let your simp wait on hold for up to 6 minutes, then let you know so you can take over.
What you can do yourself.
It varies by provider, so treat these as what usually works rather than what always does.
Have your account details readyYour account number, the account holder's name, and the PIN or passcode on the account. You give the PIN yourself.
Pick billing or cancellationsThose menu options usually reach a person fastest, because they are the calls providers least want to lose.
Try chat or the appA provider's live chat or app sometimes has a shorter queue than the phone line.
Get it in writingAsk for a reference number and an email confirming any change to your plan or bill.
Still not sorted?Put your complaint to the company in writing, and keep a note of every call, the date and any reference.
The catch: none of this shortens the queue, and the agent will want the account holder for anything on the account.
How a simp does it.
Alex had a charge on a phone bill to query. Avery waited through the menu and the hold music, told the agent who it was calling for, and Alex tapped Take over.
Avery - Hold for the providerOutgoing - AI number - 3:03- 00:00 - Phone menuThanks for calling. For billing, stay on the line and the next available agent will be with you.
- 02:37 - AgentThanks for holding, billing team. What can I do for you?
- 02:40 - AveryHi, this is Avery, an AI calling from Simp for Alex. This call is transcribed. Alex has a question about a charge on the bill and will speak with you directly.
- 02:51 - AgentSure. I'll need the account holder to verify the account first.
- 02:55 - AveryPlease hold - I'm connecting you to Alex. This call will continue to be transcribed for their records.
Alex took over for the identity check. 2 minutes of hold music Alex didn't hear.
Your simp holds. You take over.
Tell your simp who to call and why. It works through the phone menu and waits on hold for up to 6 minutes, then lets you know so you can take over. Follow the call live in the Simp app, and when a person answers, tap Take over: your simp tells them it's connecting you, and the call rings through to your phone.
Keep the app to hand while it waits.
Providers usually check that they're talking to the account holder, often with a PIN, so that part is yours. Follow the call live in the app, and tap Take over when an agent answers.
- Your simp waitsThrough the phone menu, and on hold for up to 6 minutes. If nobody answers by then, it lets you know so you can take over.
- A person answersYour simp says it's an AI calling for you, by your first name.
- You tap Take overYour simp tells them it's connecting you, and the call rings through to your phone.
Questions about calling your phone or internet provider.
Can my simp give them my account PIN?
No. It never gives out your passwords, PINs or security answers. When the agent asks for them, you tap Take over in the Simp app and answer yourself.
What your simp is allowed to doHow do I take over the call?
Follow the call live in the Simp app and tap Take over. Your simp tells the person it's connecting you, and the call rings through to your phone. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. Any call your simp is handling ends after 10 minutes. You can also end the call from the app at any time.
What your simp is allowed to doWill they know they're talking to an AI?
Yes. At the start of every call your simp says it's an AI calling for you, by your first name, and that the call is transcribed.
What your simp is allowed to doDoes it use my AI minutes?
Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.
Compare the plans
Let your simp do the waiting.
Every plan comes with a simp that waits on hold for up to 6 minutes, then lets you know so you can take over.
More guides.
All guides
GordExample call - 3:31How to get through to your utilityThe number on your bill, what to have ready, and what to do if it isn't sorted.Alex took over for the identity check. 3 minutes of hold music Alex didn't hear.- AveryExample call - 0:29How to cancel a subscriptionCancel in the app, by phone or by letter - and how to get it confirmed in writing.Cancelled. Reference CX4471, confirmation emailed.
- LiamExample call - 5:00How to get through to a humanThe menu options that skip the queue, and the times lines are quietest.You tapped Take over. 4 minutes of hold music you did not hear.