Frequently Asked Questions
Q. Can I keep my telephone number?
A. Yes. Your line is simply transferred from your current telephone service provider to Direct Save Telecom
Q. Will there be any disruption of telephone service during the transfer?
A. No. There will be no disruption to your service, the only difference you will notice is lower bills.
Q. Will my residential charges change?
A. Our One-Bill Option tariffs are up to 35% less than BT Retail.
Q. Is the billing cycle the same as BT?
A. Unlike BT Retail we only charge a month in advance for Line Rentals and Option Plans whereas BT Retail charge three months in advance. Call charges are one month in arrears. When you join Direct Save Telecom your first invoice will cover the first partial month plus the next whole calendar month.
Q. Is the calling peak and off-peak times the same as BT?
A. Unlike BT Retail and most other providers our peak starts at 8am, whereas our competitors start 2 hours earlier at 6am.
Day is 8am to 6pm, Evening is 6pm to 8am and Weekend is midnight Friday to midnight Sunday for all call types, except mobiles which are Day and Evening 7 days a week (same as BT).
Q. How much does it cost to transfer to Direct Save Telecom?
A.For Options 1, 2 & 3 there is no cost for our residential customers, we pay all of the transfer costs to BT when you switch to Direct Save Telecom. For broadband there is an account set up fee of £29.95 and this is in line with most Broadband & Telephone offers.
Q. How are Direct Save Telecom able to offer line rentals and installations?
A. Just like BT Retail we buy directly from BT Wholesale ensuring you receive the same quality service you have been accustomed to.
Q. If there is a problem on my line who do I call?
A. Once your lines are transferred to Direct Save Telecom you should call us directly. Should you call BT you will be told to contact your service provider, Direct Save Telecom.
Q. So who fixes the problem?
A. Once you have called Direct Save Telecom we log a fault with BT Wholesale in the same way that BT Retail do. Should the fault require an engineer's visit a BT engineer will be dispatched. We will monitor the fault and report back to you regularly.
Q. Am I charged for an engineer’s visit?
A. No. Although, as with BT Retail, if the fault is not with your BT line or equipment, then any site visit is chargeable.
Q. What if I need new lines?
A. Direct Save Telecom can install new lines and services. We simply arrange and manage the installation for you. A BT engineer will arrive and fit the equipment accordingly. A new line installation costs £113.85 This is payable at the point of ordering. When the new line has been installed we will invoice you again for the first partial month plus the next whole calendar month, thereafter you will be invoiced monthly.
Q. What about select services such as Call Waiting, Call Divert and 1571?
A. All of BT's line services are available to you through Direct Save Telecom.
Q. Can I get broadband?
A. 98% of the UK population can receive broadband. Our broadband availability checker will tell you if your exchange can already offer broadband and will conduct a first assessment of whether your line is suitable. If you do not have a BT type line then you can check by postcode.
Q. How long does it take to get connected?
A. It only takes a few minutes to sign up to Direct Save Telecom. The actual time between signing up your account and your account being activated ranges between 14 and 18 days. If you have chosen a broadband bundle your broadband may take a further 5 to 10 days.
Q. Will I need to get another telephone line for the broadband?
A. No. One of the benefits of broadband is that it allows you to run your internet connection and your phone line simultaneously.
Q. What about download limits?
A. Our broadband is unlimited, subject to fair usage. During off-peak times, midnight to 6pm, the service is unlimited (18 hours per day). During peak times, 6pm to midnight, our broadband bundles a fair usage limit (6 hours per day) broadband Lite is 5Gb, Broadband Family is 20Gb and Broadband Pro is 40Gb.
Q. What happens if I go over the peak time limit?
A. We give you the choice of broadband bundle to suit your internet needs. For the vast majority of our customers broadband usage is between 3Gb and 10Gb depending on whether they are a light broadband user or if the are a family with 2 or more computers connected to the internet. It is unlikely that you would go over fair usage. However if you do, it is only £1.95 per Gb.
Q. How long is the contract for?
A. All of our Option plans, including the broadband, are on a 28-day rolling agreement. However, for the broadband bundles should you leave our broadband service within the first 12 months there is a disconnection fee of £50 and this is £20 cheaper than TalkTalk.
Q. I work from home, what plan should I be on?
A. Our home user plans are exactly that, they are designed to offer the best value telephone and broadband for home users. For business users we also have great value telephone and broadband products.
Q. I signed up to a broadband bundle but my circumstances have changed and I now work from home, what should I do?
A. It depends, we will monitor your usage and if your telephone calling profile and/or broadband usage is deemed to be beyond acceptable home usage we will offer you the choice of switching to Broadband Pro or one of our business broadband products.
Q. My present telephone company has cut me off, what can I do?
A. You can still join Direct Save Telecom, however you will need to pay a security charge of £100.00 This charge will be returned to you should you ever leave our service but only after you have paid all charges due to Direct Save Telecom.
Q. There is a telephone line at the premises that just needs activating, what can I do?
A.Unlike a transfer that typically takes 14 days, Direct Save Telecom can activate an existing line within 24 to 48 hours, however you will need to pay a security charge of £100.00 This charge will be returned to you should you ever leave our service but only after you have paid all charges due to Direct Save Telecom.
Q. I want to make Premium Rate Service (PRS) calls?
A. All new Direct Save Telecom residential line customers automatically have PRS type calls barred. If you need to make a legitimate PRS call you should be able to call these numbers using your mobile telephone.
Q. Can I have broadband on a Alarm line (BT Redcare)?
A. Yes. Since August 2003, the standard RedCare service from BT is available on broadband lines, although there are some caveats and restrictions. More information can be found on the BT RedCare website.
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