FAQs

Q. What is involved in changing from my current supplier to Direct Telecom?

A: Changing to Direct Telecom is a simple process with no interruption to service, and you keep the same phone number you currently have. We inform BT that we will be billing you for your line rental, line services and calls in the future.

Q. Will I still receive a bill from BT?

A: No, once you have switched, you will only receive one single monthly bill from Direct Telecom, including all call and line rental charges.

Q. Why do I have to pay by Direct Debit?

A: Direct Debit is the only payment option because of the low margin nature of this business and the high administration costs of running a Credit Control Department. Direct Debit is safe and fully protected by the Direct Debit Guarantee. Any person settling invoices by Direct Debit is covered by the standard Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If an error is made by us or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. Direct Telecom will notify you approx. 10 working days in advance of your account being debited.. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

Q. Will there be any changes to the way I use the phone?

A: None whatsoever. You will continue to enjoy exactly the same high quality calls, keep your same telephone number and no additional equipment or action is required on your part. You just pick up the phone and dial as normal. The only difference will be the logo on the letterhead and a significant reduction in the amount you are paying.

Q. I have received my first bill. Why does my monthly fee appear higher than the rate advertised when I joined?

A: Your first bill from Direct Telecom will include the monthly fee pro rata for the portion of the month in which you transferred plus one month in advance. Thereafter your monthly fee will be at the advertised rate. This is exactly the same way as any other supplier would charge you for line rental. You may be eligible for an advance line rental refund from your current telephone service supplier for any line rental paid that covers the period after you have transferred to Direct Telecom. The amount will depend on whether you are billed quarterly or monthly in advance.

Q. Will I need any equipment/ Will an engineer visit?

A: No, Direct Telecom is an equipment-free service, all the work is carried out at your local telephone exchange, and there will be no disruption to your service. You can continue to use your current telephone handset exactly as you are used to.

Q. What should I do with previous suppliers’ equipment now that I have joined Direct Telecom?

A: All previous suppliers’ equipment should be removed prior to transfer to Direct Telecom. Most equipment can be unplugged easily or switched off. We are happy to provide advice should you require it. Please contact Customer Services on 0844 598 4488 for assistance.

Q. What level of service can I expect?

A: We use the highest quality digital networks therefore your calls and line quality will continue to be crystal clear and 100% reliable – the only thing you’ll notice is our lower charges. In the unlikely event of a fault, simply call us on our Customer Service number 0844 598 4488, and we will quickly arrange for the fault to be repaired by a qualified Openreach engineer. We will follow this up and ensure any problems are resolved in a timely and satisfactory manner.

Q. Will I still be able to dial directory enquiries / emergency services etc?

A: Yes, you can continue to use your favourite directory enquiry service. Calls to the emergency services operate in exactly the same way as dialling 999 or 112 from any other telephone.

Q. Will I still have my number(s) listed in the telephone directory?

A: Yes, unless you prefer to be ex-directory, in which case your number won’t go in the BT directory.

Q. I require a new telephone line installed. Can Direct Telecom provide this?

A: Direct Telecom can arrange the installation of new lines. The service is carried out by openreach engineers working on behalf of Direct Telecom. To order a new analogue or digital line, simply contact Customer Services via the HelpDesk.

Q. Will I be able to add new lines / faxes / PC’s or change my number in the future?

A: Yes, simply contact Customer Services on 0844 598 4488 with your request.

Q. I do not recognise the destination on my itemisation.

A: The destination will show the area or country called for numbers starting in 00XX (International Calls) or 01/02XXX (Local, National Calls), for 08XX (Non-Geographic Calls) numbers it describes the service and for 07XX (Mobile Calls) or 09XX (Premium Rate Calls) it states the network and/or owner of that number.

Q. I need to know the type of and/or make a complaint against a premium rate service that has been called.

A: PhonePayPlus are an independent organisation who can provide you with information on the type of number that has been called and handle any complaint you may wish to make. To contact them please phone 020 7940 7474 or visit their website at www.phonepayplus.org.uk.