This section outlines the level of service which
you should expect from us. All time is UK local time.
FOR CONTACT BY TELEPHONE
Service hours are currently 9.30 am till 5.30 pm Weekdays,
and during these hours you will be able to speak to us by calling
(44) 870 760 5125.
NET MESSENGER AND
E-MAILS OUTSIDE NORMAL SERVICE HOURS
Contact requests, net messenger and
email communication: This is by far the fastest way of communicating
with us. We are very hot on responding to reseller messages and
often respond to emails within a few minutes of receipt! Generally
contact/emails received during service hours will be dealt with
within 1/2-2 hours, and outside these hours and at weekends and
holidays, we try and reply within four hours.
Our service phone system explained:
When you call (44) 844 804 2802., these are the
options you will hear
Option 1 - Top-up - we will normally action within
All we need here is your name, account number, a contact phone number,
the amount you wish to top-up by (minimum $200 by phone) and your
credit card number, expiry date, start date and issue number if
Option 2 - Report a Fault - we will normally respond
within 1-2 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
Option 3 - Problem - we
will normally respond within 1-2 hours weekdays and four hours eveningd
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.
BEYOND SERVICE HOURS
Net Messenger or similar is very effective.
Contact/emails received after 9.00 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 / emails and dealt with
as above.At weekends, similar rules apply, ecxept
that after hours response times will be 2-4 hours.
Unless EITHER we have provided a GUARANTEE for a specific
product OR there is a loss of service for a long period of time
which is caused entirely by us, we will not refund the balance on
an account and we do not operate a refund policy. Please note that
in some countries, VOIP services are illegal, and therefore our
service may be disrupted through no fault of our own.
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
Some are resolved within a few
hours, others take a few days. What is clear though is that out
of say 250 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.
us or for contact information, please