General FAQ |
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| 1. What are the consumer Advertising and Marketing requirements? |
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| Although most consumers calling from landlines will have free all-inclusive calls to 0845/0870 numbers, if you deal with consumers, when advertising 084/087 numbers you are required to state the cost of call. The recommended form of wording is as follows: For 0845, 0844, 0870: "Calls cost 7p per minute plus your phone company's access charge". For 0871: "Calls cost 13p per minute plus your phone company's access charge". For full details please refer to recently issued guidance. |
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| 2. Is call quality at Tier 1 level? |
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| Yes, our service is Tier 1 rated (same as BT). We do not utilise VoIP at all which means there is no compression used on any numbers we provide, so the call quality will be excellent. Most other 08 providers utilise inferior quality VoIP to carry your calls. |
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| 3. Can I have my non geographic number listed in 118 directory inquiries and phone book? |
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| You can have your non geographic number listed with all the 118 Directory Enquiry companies, including BT's own 118500 service, as well as a free entry in your local BT paper directory. The procedure is simple. We'll send you a DQ Listing Form by email which you just need to complete and return to us. Your details will be included in the next printed issue of your local BT paper Directory. Listing process can take up to 4 weeks and £1.95 listing fee applies. For listings in Yellow Pages, Thomson Directory and other paper directory listings, you will need to contact those companies direct. |
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| 4. Can non geographic numbers be diverted to VoIP or Skype numbers? |
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| All our non geographic numbers can be setup to divert calls to VoIP and Skype numbers. Delivering calls to VoIP numbers which start with digits 01 and 02 is free. If your VoIP number start with the digits 05, incoming call charges will apply and a security deposit may be required as well. |
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| 5. Can I forward calls to non BT landline? |
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| Yes. All our numbers work on landlines or mobiles provided by any other UK telecom provider (BT, Virginmedia, TalkTalk, etc). Services received from your existing telecom provider will remain unaffected (caller id, call minder, voicemail, call divert, ADSL Line, BT Broadband, etc..). |
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| 6. Is there a Minimum Usage Requirement? |
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| As per our Terms and Conditions of service we require numbers we issue to be used for a minimum of 3 minutes per month after the initial 60 days of operation. This requirement is applicable to all numbers except: Numbers with Unlimited Re-Diversion service, 03 / 08 Fax to Email numbers, 03 / 08 Voicemail to Email numbers and 03 / 0800 numbers which are not on Call Plan 1 tariff. Numbers in breach of Minimum Usage Requirement will be subject to £4.95 Low Usage fee as detailed in our Price List and our contract Terms and Conditions. |
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| 7. What is the charge for Late Payment of Invoices? |
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Because we provide you with up to 31 days credit for most services and bill you in arrears, all our invoices are due for payment immediately on issue and are automatically billed from your credit or debit card (our Contract Agreement requires you to keep a valid credit or debit card on the account at all times).
As per our Contract Terms and Conditions and in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 as Amended in August 2002 (Late Payment of Commercial Debts Regulations 2002 (SI 2002 No 1674)), late payments shall attract interest (8% over base rate) and a fixed compensation sum will be charged per each invoice paid late. The Law states where an unpaid invoice amount is above £0 and below £1,000, the fixed compensation sum is £40.00. This means that even if the outstanding invoice is for £1.00, the fixed late payment compensation charge will still be £40.00. The fixed penalty sum is higher for invoices above £1,000. Fixed Late Payment Compensation Sum covers our time and reasonable debt recovery costs when dealing with unpaid invoices.
Full details of the Late Payment Legislation and the table quoting each applicable fixed penalty sum are available on the official UK Government Legislation home page. |
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| 8. How can I view and print invoices? |
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| You can view, check and print all our service invoices at any time 24/7 from your Account Control Panel. Invoices for orders placed online are emailed to your account registered email address. |
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| 9. How quickly do you respond to emails? |
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| We usually respond to every email within 10 minutes of receiving it. Most of your queries will be answered within minutes, or within the same, or one, working day. |
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| 10. I cannot remember my user name & password. |
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| Click on "Forgot your user name or password?" link located under "Manage Your Account". |
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