Phone

General

1. Who are your Business Phone packages available to?

Business Phone is available to business customers who have Business Broadband Options 1,2 or 3.

2. How much do the packages cost?

Line rental is £13.00 per month, you'll also need to choose a call plan:

At the moment there are two available:

• Pay as You Go is free - only pay for the calls you make
• Daytime costs £6 per month - free daytime calls to 01,02 & 03 numbers

Call Features cost extra, see our Call Features Guide for more information.

3. What Calling Features are available?

See our Call Features Guide for more information.

4. What's the minimum contract period?

Business Phone has a 12 month initial contract and is subject to a 10 day notice period.

5. Can we switch between Call Plans?

Yes. Use the Product Change tool in the Member Centre.

Transferring to Business Phone

6. Will we keep the same phone number if we transfer to Business Phone?

Yes.

In some extreme cases this might not be possible. In the event of this, we'll contact you to discuss your options before starting the transfer.

7. How long does a transfer take and how much does it cost?

It takes around 10-14 days to complete a transfer. Transferring a line from most providers is free.

If you want to transfer from a cable provider then there may be costs involved. Call our sales team to clarify this.

8. Our line isn't with BT. Can we transfer our line to your service?

Yes, we can transfer and install new lines in most areas.

We can't provide service to areas served by Kingston Communications (Hull).

9. Will our line be available during the switch?

Line transferring is usually seamless, but in some cases your line can be unavailable for up to 30 minutes.

10. Can you install new lines or activate lines that have been stopped?

Yes, the cost for this varies depending on the work that BT need to do.

See the pricing information in our Moving Guide for more information.

Calls and Inclusive Minutes

11. Are included minutes available on Business Phone?

Our Daytime call plan has included daytime calls to UK landline 01, 02 and 03 numbers.

Read our Billing and Call Charges guide for more information.

12. Can I call mobiles and international numbers?

Yes. To see call rates check our Business Phone tariffs.

Read our Billing and Call Charges guide for more information.

13. Can I make 999 and Operator calls?

Yes. Operator services are provided by BT, so BT call charges apply. The Operator will be able to tell you how much the call will cost.

Please note: we add a 5% administration charge to all Operator calls.

If there are problems

14. Who do I contact for queries about my line?

When you're on one of our packages, we'll deal with all your queries.

See our Troubleshooting guide for more information on this.

15. Do you offer compensation for service issues?

We can claim compensation on your behalf for problems fixed outside of BT Openreach's Service Level Agreement. We can't guarantee that your claim will be upheld or be held liable for any additional costs which you are charged.

Compensation claims are limited to £180 per customer line per year.

16. What can I claim compensation for?

We can handle claims for the following:

• Problems arising from transferred services, new services or telephone line conversions.
• Outgoing calls barred and temporary out of service.
• Cease orders - failure to cancel the line on date specified.
• Cancel own orders- failure of our request to cancel a pending order, (i.e. BT don't cancel the order on time).
• Failure of service - faults with the line (such as noise etc.).
• Appointments - engineers failing to meet appointments which have been booked.
• Disconnections made in error - BT disconnecting a phone service when they are not entitled to do so.

To make a claim, Raise a ticket using our Help Assistant. We'll assess your claim and if it's valid, we'll apply to BT Openreach for compensation on your behalf.

This page last updated 4th January 2011