Frequently
Asked Questions
Please click
on the following links or scroll down to read our
FAQs:
How
does it work?
Who
can use it?
Is
switching over easy?
What
is the application process?
What
extra features can I get?
What
happens if there is a fault with my phone line?
What
part of my phone service will change?
What
if I change my mind before CPS begins?
What
if I change my address and/or telephone number(s)?
How
do I pay my bill?
Are
there any minimum call charges or connection fees?
Connect uses a system called
Carrier
Pre-Select (CPS) to route your outgoing calls over
an alternative network to BT, giving you access
to competitive call rates and a wide range of services.
Its simple to change
over, we manage all the processes for you and there's
no need to change your phone numbers.
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Our service is suitable for
any business customer with BT lines who wish to
access better value call rates over our network
using a simple implementation process with no service
interruption.
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Transferring to our service
is fast, simple and risk free. We handle everything
for you and aim to have you connected to our service
within 14 days. This means: -
- No
disruption to service
- No
complicated forms to complete
- No
telephone number change
- No prefixes to
dial and no ‘smart boxes’ to plug
in
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The online application process
takes literally a few moments to complete. We've
tried to make the entire process as quick and simple
as possible. The application form will ask for company
and phone line details.
Once
you have completed the form, you simply need to
return it to us with your completed Direct Debit
mandate and we will take it from there.
Each application
is scrutinised by our team before being submitted
to BT. We monitor the progress of each order closely
to ensure that transfers are completed within 14
days.
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Line services,
also known as Select Services are the various additional
features you get from BT on your current line. These
are services such as Call Minder 1571, Call Waiting,
Ring Back etc which we also offer but at a discount.
You can chose these services on the application
form.
Transferring
your Line Rental will not affect any existing services.
We will continue to bill you for these services
at our discounted rates.
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Our dedicated
Customer Services team handles all fault management.
In the unlikely event that a fault occurs on the BT network
and your phone line is affected simply call us on
08000 388
988.
We will liase with BT to get the problem resolved. *
Several maintenance
options are offered which can be applied to specific
lines. These are:
•
Standard care – 08.00-17.00
Monday to Friday
• Prompt care – 08.00-17.00
Monday to Saturday
• Total care - 24/7
* Refers
to Customers with Calls & Lines. In the event
of a line fault Customers with our 'Calls Only'
package would still need to contact their Line Provider
e.g. BT.
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Nothing changes including your...
- BT phone line
and number
- Phone book/Directory
enquiry entries
- Line
services (Select Services)
- Operator services
- Faults and
line maintenance service
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No problem.
You have a 14-day 'cooling-off' period
to change your mind. To cancel the CPS service during
this period you can either contact ourselves or
BT.
If you decide to
choose a different provider while you are waiting
for your first choice to set up CPS, you must cancel
the first request within 14 days.
This cooling-off period applies
to both the new CPS service and any later changes.
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If you change your address and/or telephone number
and you want to keep CPS, you will need to contact
us and follow the same process
that you used to set up the service originally.
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Please refer to our Billing and Payment page by
clicking here.
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Unlike some of our competitors we don't have any
any minimum call charges;
However, calls to certain Special
numbers e.g. Premium rate and Directory Enquiries
can carry a Fixed Fee and/or connection fees.
Click
here for a Full Price List of Telephone Call Charges
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