codes of practice
Introduction to Zero Seven Telecom Fixed Line Services
Zero Seven Telecom is an independent company that delivers telephone, data, mobile and Internet services to our customers throughout the UK, including Northern Ireland. Our products are distributed through our direct sales force. The purpose of this code of practice is to inform you about our products, services and customer care policies. This code of practice has been prepared in accordance with guidelines published by Oftel on the 17 February 2003 and approved by the communications industry regulator Ofcom.
How to contact us:
Should you need to contact Zero Seven Telecom between 8:30am and 17:30pm Monday to Friday this can be done by telephone, fax, post or email given below
Address:
Millennium House, Brannam Crescent, Roundswell Business Park, Barnstaple, Devon EX31 3TD
Switchboard Telephone Number:
0800 019 2217
Customer Services Facsimile:
0800 019 2218
Customer Services Email:
fixedline@zeroseventelecom.com
Sales Enquiry Email:
sales@zeroseventelecom.com
Website:
www.zeroseventelecom.com
Commitment to You
Zero Seven Telecom is committed to providing you with the highest quality of service. Our company delivers to you telecommunications services purchased from BT Openreach and other leading UK carriers. We make every reasonable effort to supply the services that satisfy your requirements and are supplied as agreed.
Product Portfolio
Zero Seven Telecom offer a wide range of products using the BT Wholesale Access and Calls & Access range of products and carrier pre-selection, these are:
- PSTN lines - single and multi lines
- PSTN calls including Featureline calls
- ISDN 2e lines
- ISDN 2e calls
- ISDN 30e lines
- ISDN 30e calls
- Highway
In addition to these products we are also able to provide the following:
- ADSL - Broadband Internet Access
- PADSL
- IDA
- Leased Lines
- Carrier Pre-Selection
Further details about our products can be found on our website: www.zeroseventelecom.com
Ordering a new service or Transferring to Zero Seven Telecom
To order any of our services please call the main switchboard number or call your account manager or e-mail sales@zeroseventelecom.com . We normally do business on our standard terms and conditions, a copy of which is available on request from our customer services team or via our website www.zeroseventelecom.com . The minimum term for telephone service is 12 months. We will endeavour to provide telephone service within 28 days of your original request; this is subject to the availability of lines at your premises. If there are special circumstances such as the need to install additional cabling we will advise you of the revised timescales.
Zero Seven Contracts
Any agreement signed at any time shall form an umbrella agreement for any future requests for service or additions to account. This shall include re-locations or changes of address, both of which will start a new minimum 12 month contract term unless otherwise stated.
Moving Home or Office
If you are moving home or office please contact our customer services team on 0800 019 2217 at lease 21 days before you move so that we can make the appropriate arrangements. If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you have moved. You will remain responsible for any calls made until the point of notification. A final bill will be sent to your new address once you have moved.
Repairs
Should you experience a fault on your line please call our fault repair service on 0800 019 2217 or alternatively you can contact them by email at fixedline@zeroseventelecom.com. We align our response times and services with BT and offer higher levels of customer fault care should you require them. If you would like to know more about these please contact customer services on 0800 019 2217 or visit our website: www.zeroseventelecom.com
Cancellation
Should you decide to cancel your order for Zero Seven Telecom to provide your telephone service, you can do so. We will apply a compensation charge as per the terms and conditions of your contract.
Billing
We will normally bill you monthly at the beginning of each month. Our only payment option is by Direct Debit, which represents one simple monthly transaction. Protected by the safeguards of the Banks, you have complete peace of mind regarding the accuracy of your payment. We provide summarised bills as part of our service in an electronic format by email. Please contact the customer service team for more information.
Disconnection Codes of Practice
Should you have difficulty paying your bill please contact us so that we can arrange a suitable alternative method of payment. Please do not cancel your direct debit, as this will need to be in place for future payment collections. We will not disconnect you from our service unless payment is defaulted on, or a direct debit is not in place to allow us to collect future payments. Prior to doing so we will contact you advising of the outstanding balance or the need for you to re-establish the direct debit instruction, allowing 7 days for this to be done.
After this period we may restrict your telephone service by way of call barring to prevent an increase in the debt. Further reasons for which we may disconnect your service can be found in our Terms and Conditions, a copy of which is available from our customer services team or via our website www.zeroseventelecom.com
Complaint Procedure
Should you have a complaint about our service, in the first instance please contact our customer support team on 0800 019 2217. All complaints are treated very seriously and we operate a complaint procedure in order to resolve issues as quickly as possible to everyone's satisfaction. If you are still not satisfied the complaint has been addressed properly, and a letter confirming your complaint is closed has been sent to you, you are entitled to contact OTELO (Office of Telecommunication Ombudsman), the independent dispute resolution service:
OTELO, PO Box 730, Warrington, WA4 6VW. Phone: 0845 050 1614 Website: www.otelo.org.uk
Social Responsibility
Malicious calls cause annoyance, inconvenience and a great deal of anxiety. Zero Seven Telecom views this problem very seriously and works closely with the BT nuisance call bureau, the police and others in the Telecoms industry to tackle it. Should you experience malicious or nuisance calls please call our customer services team on 0800 019 2217 for information on how to deal with the situation.
Services for older customers or who may have a disability
We are committed to helping our customers to communicate easily. These codes of practice are available by request from our Website www.zeroseventelecom.com Should there be a conflict between these Codes of Practice and Terms and Conditions, the Contract Terms and Conditions will apply.
