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> Code of Practice for Premium Rate Services and NTS calls Purpose of this Code of Practice
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> The Telephone Preference Service
By using this service you consent to the Terms and Conditions as follows:
Callers must ensure they have the bill payer's permission before using the service. Calls are billed by your telephone line provider at their appropriate 0844, 0871 & 0911 rates. Prices quoted are based on BT landline rates and are billed per second. Prices and availability may vary from other networks and it is the users responsibility to confirm those rates before use. BT may charge a call set-up fee, please contact BT for more details.
Calls are charged from time of connection to the service. The charge is incurred even if the destination number is engaged or the call is unanswered. We advise users to replace the handset after a short period if the call is engaged or unanswered. When you call from a mobile, please remember to press the 'call' or 'send' button only after dialling the access number, but never again after dialling the International destination number.
Prices of calls to mobile phones, premium rate numbers and pagers are not included, unless otherwise stated. The provider reserves the right to terminate fraudulent calls and amend the rates, prices or the availability of certain destinations without any prior notice. The service is subject to availability. Service provider: Simply-Fone Ltd, PO Box 20338, London NW11 9ZW - helpline 02084978641.
By using this service you consent to the Terms and Conditions as follows:
You must own a UK mobile and have the bill payer's permission before using the service. This is a reverse-billed text service and the cost of texts to 81616 or 85656 will be charged at £5.00 or £10.00 plus your standard network text charge. A confirmation text informing that your mobile has been charged with the relevant amount will be sent shortly thereafter. Monthly limit of top-ups apply. Remaining credit will expire 90 days after the last top-up. Cost of calls to the 0208 access number will be charged at your standard mobile rate to a landline or can be used as part of your mobile inclusive minutes. Cost of calls to the 0800 access number will incur a rate surcharge of 1 pence per minute. Calls are charged per minute. Prices & rates are subject to change without any prior notice. Calls made to mobiles may cost more, unless specifically mentioned in the destination rates list.
When you are connected to the access number, calls are charged from time of connection to the service. The charge is incurred even if the destination number is engaged or the call is unanswered. We advise users to replace the handset after a short period if the call is engaged or unanswered. When you call from a mobile, please remember to press the 'call' or 'send' button only after dialling the access number, but never again after dialling the International destination number.
We will automatically recharge £5.00 credit if you use the 81616 code or with £10.00 credit if you use the 65656 code before your call-credit is about to run out. We will then charge your mobile with £5.00 or £10.00 accordingly. To 'unsubscribe' simply text STOP to 81616 or 65656 at any time. If you choose to unsubscribe, calls will disconnect when the credit is finished. To restart the service with fresh £5 or £10 credit, a new text request with 'keyword' to 81616 or 65656 must be made. A connection charge between 2 pence and 30 pence is charged on each call depending on the call duration and destination called. Service provider: Simply-Fone Ltd, PO Box 20338, London NW11 9ZW - helpline 02084978641.
Cost per SMS are as stated on our website plus your standard SMS rate or will be included as part of your inclusive-bundled SMS plan - except T-Mobile who may charge more. Enter the international mobile number correctly at the start of your message, which should be no more than 160 characters (including the destination number and spaces). We will charge you the advertised SMS cost only, but your network operator may charge you at your standard UK SMS rate and they may also charge you again for excess characters. Disclaimer: If you receive SMS confirmation it means we have received it - we cannot confirm or guarantee delivery to the destination.
All rates are quoted per minute & include VAT. Cost of calls to the 090 recharge number will cost £1 per call plus any network extras. £1 will be credited onto your preferred landline or mobile number. Please follow the prompts accurately. To prevent potential fraudulent usages, your phone may only credit a total of £3 per day across three different numbers & receive credit up to a total value of £3 per day. Please call 08445453555 for possible refunds as you will still be charged by your provider for calls made to the 090 number upon reaching your daily limit. Calls to the 02 number will be charged as the standard rate to a landline or may be used as part of any inclusive minute plans. 4p-15p connection fee applies. Please ensure you have sufficient credit remaining as the call will disconnect when any remaining credit is used. You will need to dial the 090 number again to recharge your account. Charges apply from the moment of connection. Calls are billed per minute.
Always ask bill payer's permission. Prices are subject to change without prior notice. Information may be used for future marketing and updating purposes by Simply-Fone and other selected companies and affiliates. You can opt out at anytime by texting STOP to 81616. This service is provided by Simply-Fone Ltd, PO Box 20338, London NW11 9ZW
Our Customer Service Team will be more than happy to answer any questions you may have regarding any aspect of our services or to offer technical support. Our office-working hours are Monday to Friday, between 9.30am to 5.30pm but technical calls will be monitored and answered by experienced engineers 24/7
To help improve our service to you, please always quote your Name, Address, Telephone Number and the Subject of your enquiry.
If you would like a refund, please make sure you submit any claims within 72 hours from time you experience any issues with our services. Unfortunately, we will be unable to assist with any technical issues which occur after 72 hours, unless it is an ongoing issue.
We aim to reply to all enquiries and complaints within 24 hours during working days.
WE ARE HERE TO HELP!
Call us on 02084978641 or send us an email via our Contact Form
When you subscribe to a service from Simply-Fone Limited we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 02084978641. We may carry out a credit check as part of our assessment procedures.
Unlike most telephone providers, we have no minimum contract term for our services. We aim to provide services within fourteen working days of your original request, subject to the availability and installation of any equipment, and where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling we will advise you of the revised timescales as soon as we can.
Should you wish to terminate your service please call our Customer Service Helpdesk on 02084978641
Please call our Fault Service Team on 02084978641 if you experience a fault with any of our services. We aim to have this investigated and repaired within two days.
We will bill you monthly. You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team on 02084978641
We provide itemised bills as part of our service to you free of charge. You can choose to receive monthly invoices by email or post. We do not post any monthly invoices below a value of £10 - but we do email all monthly bills
Should you experience any difficulty paying your bill, please contact us immediately on 02084978641 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection.
Please call our Customer Services Team on 02084978641 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption. Please note that for geographic numbers this may not always be possible.
Simply-Fone Ltd recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange this upon request. We will work with you to ensure that services are switched over at a convenient and appropriate time.
You are entitled to a Directory listing (including an entry in the phone book) for both your fixed and mobile telephone numbers. If you want your details included, please contact our customer service team on 02084978641.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Services Team on 02084978641. Our advisors will ask you about your complaint and seek to resolve the problem as soon as possible. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing at: Simply-Fone Limited, PO Box 20338, London NW11 9ZW
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Managing Director at the above address. If we cannot resolve the problem, we will write to you to say so.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 3 months or you have received a letter from us saying that your complaint has reached "deadlock", then you may ask for help from Otelo, PO Box 730 Warrington, Cheshire, WA4 6WU - Tel: 01925 430870 - email: enquiries@otelo.org.uk - Website: www.otelo.org.uk
Otelo is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call our Customer Service Team on 085 108 7575 to report the incident & information on how to deal with it.
We encourage parents to register the mobile phones of their children, and take responsibility for all customer care enquiries.
This code informs you about our policies on providing information about Premium Rate Services (PRS) and on our call charging policy for call to NTS and PRS numbers.
Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by "09". Typical services include TV vote-lines, mobile ring-tone downloads, technical help-lines, charity fund-raising and adult entertainment.
Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate.
If you have a problem with PRS, we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to "09" numbers. Please call our Customer Service Team on 02084978641 for further advice.
You can also ask for help from PhonepayPlus (Formerly ICSTIS) which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at www.phonepayplus.org.uk to check PRS numbers direct or to download a complaint form. PhonepayPlus has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers.
Number translation services (NTS) are based on numbers that are normally pre-fixed "08". For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). 0844 and 0845 numbers are used for dial-up pay-as-you-go Internet access and customer service helplines. 0870 and 0871 numbers are used for information services, technical helplines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.
Charges for calling services on NTS numbers are added to your telephone bill and prices range from free up to 10p per minute or per call (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate.
If you use the Internet, it is possible - albeit unlikely - for software to be placed on your computer without you knowing - using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge. Software is available to detect this activity and we can help you to access this - please contact our Customer Services Team on 0844 880 9000 for details. PhonepayPlus has been given responsibility for policing this type of activity and you can contact them via www.phonepayplus.org.uk to ask for help or to report examples of this type of abuse.
If you don't want to receive unrequested sales and marketing calls you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.co.uk
