This
section outlines the level of service which you should expect from
us.
All time is UK local time (GMT).
SERVICE
HOURS
Service hours are 9.30 am till 5:30 pm Weekdays. During these
hours you will be able to speak to us by calling 0844
804 2802 Option 4.
WITHIN
SERVICE HOURS
Contact requests and email
communication: This is by far the fastest way of communicating
with us. We pride ourselves on the speed with which we respond to
customer messages and often respond to emails within a few minutes
of receipt! However, officially, contact/emails received during
service hours will be dealt with within 1/2-2 hours.
Our
service phone system explained:
When you call 0844 804 2802,
these are the options you will hear:
Option 1 -
Top-up This is not relevant to callthrough customers
Option 2 -
Report a Fault - we will normally respond within 1/2-2
hours.
This option is to enable a fault to be reported by phone. Please
don't forget to tell us your name, account number, the destination
you are having problems with, the access number you are using, and
the destination number you are dialling. A description of the fault
is also always useful; e.g. dead-air, continuous tone, crackly line
etc...
Option 3 -
Problem - we will normally respond within 1-2 hours.
This option is intended for less urgent problems.
Option 4 -
Speak to an operator
During service hours, we will pick up your call usually
within 3 rings. If all our operators are busy, we will not place
you in a queue. We will transfer you to a voicemail system where
you can leave a message, or try again in a few minutes.
OUTSIDE
SERVICE HOURS
Contact/emails received after 5:30 pm
and until 12.00 Midnight, will also usually be dealt with within
1/2-2 hours. Communication received after midnight and up to 2.00
am are very often also dealt with within 1-2 hours but officially,
we will deal with these the following morning!
Telephone messages
received after hours will be given similar priority to contact /
e-mails and dealt with as above.At weekends,
similar rules apply, ecxept that after hours response times will
be 2-4 hours.
FAULT
RESOLUTION
Please bear in mind that, apart from general systems
failures which are very rare, the resolution of faults and in particular
the time taken will depend on
- the calling destination
(e.g. Afghanistan will usually take longer to resolve than say
Australia);
- timing of the report
(faults reported at weekends can take longer as we need to test
calls to destinations and this depends on the availability of
the other party), and of course
- the exact nature
of the problem (it could be a simple rerouting requirement or
it might be something far more technical).
For these reasons, we cannot establish a meaningful service level
for faults.
Some are resolved
within a few hours, others take a few days. What is clear though
is that out of say 100 plus destinations, at any time, there are
2 or 3 with a fault! We are sorry if yours is one of those 2 or
3 but we undertake to make every effort to ensure that any inconvenience
is kept to an absolute minimum.
CONTACT
US
To contact us or for contact
information, please click here
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