• Useful information

  • We want you to be totally happy with our phone and broadband services – even the things that are beyond our control. So we’ve compiled a list of information we think you may find useful.

  • Phone faults

    Whilst we’ll do everything to make sure you enjoy an uninterrupted telephone service there may come a time when your phone line doesn’t work. If that time comes, we will work as hard as we can to get it up and running again as quickly as we can.

    In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment. The checks can be found in our "Talk - Guidance on telephone faults" PDF which you can access from the link below. You may wish to save it so that you’ll have them in future if there's a fault.

    When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the fault's not with our equipment, you could be charged for the visit

    Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0345 071 9627*.

    Phone line services to help you

    There are a number of companies and features for your phone line that can help with everything from preventing marketing calls to barring premium rate numbers from being called.

    We offer a call barring service for premium rate numbers, as well as a number of other features. If you’re anxious about the amount of premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers. If you want to use this service, or find out about other services we can offer, visit our call features page or call our Customer Services team on 0345 678 0054*.

    PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected premium rate number on your bill, you can contact PhonepayPlus to find out who they are.

    Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.

    Phone:        0800 500 212
    Website:    http://www.phonepayplus.org.uk/

    If you'd rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.fpsonline.org.uk or call 0845 070 0702.

    What to do if you're unhappy

    Sometimes problems happen and "a problem shared is a problem halved" or so the saying goes, but we don't believe in doing things by half! We prefer to think that any issue you may have, we can work with you to resolve it.

    If you're unhappy with any service or contract you have with us, the first thing to do is let us know. Please phone us on:

    0345 071 9890*

    If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we'll do our best to sort things out immediately. If we cannot do this, we'll keep you informed about how long we expect to take to sort the matter out for you.

    If you're still not satisfied, please ask to speak to a manager.

    You'll get the same high level of attention if you prefer to get in touch by letter. Write to us explaining why you are unhappy and we'll do our best to reply to you within 10 working days of getting your letter. Here's the address:

    talk/Broadband customer service
    PO Box 230
    PO9 9DT

    We carefully monitor complaints so that we can avoid making the same mistakes again. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn't happen to someone else.

    Independent dispute resolution

    We are a member of 'Ombudsman services: Communications' (the Ombudsman). This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers.

    If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

    We may agree with you earlier than this that you can refer your complaint to the Ombudsman, if we cannot sort the matter out for you. In this case, we would issue a 'deadlock letter', which allows the Ombudsman to look at your complaint earlier than eight weeks after you have raised it with us.

    Their contact details are:

    Ombudsman Services: Communications
    PO Box 730
    WA4 6WU

    Phone: 0330 440 1614 or 01925 430 049
    Textphone: 0330 440 1600 or 01925 430 886
    Fax: 0330 440 1615
    Email: enquiries@os-communications.org 
    Website: www.os-communications.org


    *We may monitor your call to help improve our customer service and ensure we meet our regulatory and legal responsibilities.

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