first:telecom is a trading name of First:Utility Ltd plc.
first:telecom offers low cost telephone call services and broadband services to residential and small to medium sized business customers. We were one of the first operators in the UK to provide customers with better value than BT for telephone call services.
In the last 10 years we've saved customers many thousands of pounds in the UK alone. We are helping to change the face of telecommunications and broadband in the UK – and changing it for the better. We will continue to challenge the established players, breaking down the barriers that prevent fair competition so that we all get the true prices and service we deserve.
This Code of Practice is to inform you, our customer, about your relationship with us, first:telecom. It is written for both residential consumers and business customers who purchase telecommunications and broadband services from first:telecom directly or via third parties.
This code aims to provide you with:
Our services are subject to availability and may be modified from time to time.
To order any of our services please call the following number or visit our website:
By phone
International calls (Top Up and Talk) - 0845 215 1639
Pay Monthly - 0845 215 1640
Business Service - 0845 215 3895
Broadband Support - 0871 216 1650
By fax
0845 215 3857
By email
customer.service@firsttelecom.com
broadband.support@firsttelecom.com
All lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, and Bank Holidays 10am to 4pm.
By letter
first:telecom, Customer Services, P.O. Box 4360, Warwick CV34 9DB
Contact details of a number of related organisations are given in section 11 of this code
We're about simplicity and reducing costs.
We guarantee savings and we're transparent – which means:
The principal service offered by first:telecom is the carrying of outgoing telephone calls. To use this service you need to have a BT line. By default, when you order a line from BT, as well as charging you for the line, BT charge you for all the outgoing calls you make from the line. You are now able to ‘pre-select’ which service provider you want to carry your outgoing calls by default, using an industry standard called the ‘Carrier Pre-Selection’ (CPS) service. With this service there are no special ‘access codes’ to dial and no need to plug-in any additional equipment.
Emergency service calls to 999 and certain operator services are still handled by BT and some other special number ranges.
Carrier Pre-Selection is applied by BT at the request of first:telecom so that when you make an outgoing call, BT recognises that the call is to be carried by first:telecom.
The cost of each outgoing call you make will show on your first:telecom bill.
If you would like to find out more about our special offers, prices and call rates please call our customer service team or review this website.
first:telecom also offers broadband to residential customers. The speed of broadband you can receive is dependent on the product selected and your line. A modem is required for you to receive first:telecom broadband. This is provided to all those that are new to broadband.
Registration
Unless you sign up on the web, you can speak to one of our customer service advisors who will review your telecommunications needs. To sign up to first:telecom broadband you will need to call customer services.
You will receive a welcome pack within seven working days of registering.
The welcome pack contains everything you need to know about our products and services including:
For telecoms:
For broadband:
If you wish to check the progress of your order you may call us.
If you did not fully understand the agreement or did not intend to take it out, then you can choose to cancel the agreement without charge. Please let us know you wish to cancel within 7 working days from the date of receiving your confirmation letter by writing to customer service.
Pricing
We will be pleased to provide you with our prices on request. To obtain pricing information please review this website or call us.
Creditworthiness
When you register with first:telecom you agree that we can carry out credit and fraud checks against your personal details. We use other agencies to collect this information and we may pass your personal information to outside credit reference agencies, anti-fraud agencies. Details can be obtained from our customer service team.
In some cases, we may request proof of your identity (for example, if you’ve moved recently, as we may not be able to find your credit history or confirm that you reside at the address provided). We will return any original documents to you as quickly as possible.
Credit limits
We may apply a credit limit to your account for charges you run up in each billing period. We will base your credit limit on the results of your credit score, service type and payment method or payment history. We will tell you in advance what your credit limit is, if you feel your credit limit is not appropriate please call credit control on 0845 215 3851.
If you go over your credit limit, we may demand that you pay your outstanding balance immediately, or we may suspend the service.
If we suspend your service, you are still responsible for all charges you run up, including those over your credit limit.
As well as credit limits, we may also monitor unusual calling patterns made from your phone. We may contact you to make you aware of any change in pattern to protect your interests. We may also suspend your service to prevent the service being used until we investigate further.
If you suspect that someone is using your phone without your permission, please call our customer services team.
Charges
In the event your bank refuses to make the payment, we may charge you an extra fee for administration.
Online billing
If you register online we will send notification to the email address you registered with first:telecom that your bill is ready to be downloaded from a secure website.
The information provided is the same as that provided by paper bills with enhanced call detail analysis.
Cancellation
If you wish to cancel your telephone service with first:telecom once it has started, you can do this in writing or by e-mail giving 30 days prior notice. Cancellation of the first:telecom Carrier Pre-Selection service takes 14 working days from receipt of a written request to cease as we are obliged to work within industry agreed processes. When you cancel your service, we aim to advise you of the time lapse between us receiving your cancellation request and the time at which the service will be withdrawn. During this period, you remain liable for the costs of any services we provide you.
If you wish to cancel your Broadband service you can do so in writing or by e-mail, giving 30 days prior notice. If you cancel after the 7 day cooling off period but before the end of your 18 month contract you will incur a £50 cancellation charge.
Moving home
Please call our customer service team at least 14 days before you move so that we can make the appropriate arrangements and ensure that you are not charged for calls or Broadband from your old address once you have moved and to allow us to transfer your account to your new address.
Reconnection
If you are a previous first:telecom customer and wish to come back to first:telecom please call us and we will aim to get you reconnected as soon as possible.
Disconnection for non-payment
Prompt payment of bills helps us keep our costs down so that we can continue to offer a highly competitive service. Please call credit control on 0845 215 3851 as soon as possible if you think you may have difficulty in paying your bill. If there are special circumstances, we may be able to agree special arrangements with you to prevent disruption of your telephone and/or broadband service, if we are unable to get a satisfactory reason for the non-payment we may suspend or disconnect your service. However we will phone or write you to advise in advance that we plan to disconnect your service. This is usually within 7 days of our letter.
At this point, we may refer your account to a debt collection agency that has the authority to recover unpaid bills on our behalf. This process may lead to you being registered with a national credit agency, which will affect your credit rating. We may add any extra costs incurred to your outstanding balance.
Our outside agencies meet the standard approved by the relevant industry organisation. Details of these outside agencies can be provided on request please phone credit control on 0845 215 3851.
If you give false information, we may disconnect your service without giving you any warning. We may also register your details with fraud prevention agencies.
You or a person on your behalf must use the service in line with your agreement. Any improper, immoral or illegal use will result in immediate disconnection and possible court action.
If we receive complaints about how you use your phone or broadband we also have the right to disconnect your service.
If you feel that we have disconnected you by mistake or unfairly, you can appeal against this immediately by phoning a member of the credit control team. We will fully investigate the circumstances and tell you the outcome as quickly as possible.
Service reconnection
We may reconnect your service if you have paid your previous overdue balance in full. Before we reconnect your account, we may request that you set your payment method to Direct Debit or we may require a security deposit.
Difficulties in making or receiving calls
If you have difficulty in making a call you should try re-dialling. If you still have difficulty please call us.
If BT provides your telephone line and you cannot receive calls then it is likely that there is a fault on either the BT network or your phone. Please contact BT Residential on 0800 800 151.
If you think we can do better
We’re not just interested in the service we provide to you, we’re passionate about it, that’s why your views matter to us. If you have any comments or concerns about our service we’d like to hear about it you can contact us by phone, letter or email. Our contact details can be found at in section 3 of this Code.We may on occasion send you a customer satisfaction survey to ask how you think our customer service team handled a recent enquiry there is no obligation to complete the questionnaire but we would welcome the feedback.
If you are not satisfied with first:telecom's service
We are committed to providing you with a great value and reliable telecommunications and broadband service. However faults can occasionally occur, and when they do, we want to correct them quickly; our contact details can be found at in section 3 of this Code.
We provide a comprehensive complaint handling process to solve your problem as soon as possible.
When you call us, a customer service advisor will note the details of the problem and will agree a course of action with you together with a timescale for rectification. Due to the complex nature of some issues they may take a little longer to resolve.
If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for further investigation.
In the rare event we are unable to resolve your complaint to your satisfaction after 12 weeks or if you have received a letter from us informing you that your complaint has reached 'deadlock' you have the right to refer your case to the Ombudsman. The Ombudsman's contact details can be found at in section 11 of this code. The Ombudsman will want to ensure that you have followed this process before contacting them. If this is not evident the Ombudsman is likely to refer the matter back to first:telecom for resolution.
If you receive the deadlock letter as described above, you must decide within 6 months if you wish to refer the issue to the Ombudsman.
An application to the Ombudsman does not relieve you from any obligation you may have to pay any amounts not in dispute.
Dispute resolution
first:telecom is a member of the Telecommunications Ombudsman scheme, which provides a free, independent, service to help sort out complaints when customers and telecoms companies can't agree. It is run by the Office of the Telecommunications Ombudsman, Otelo for short.
Otelo's job is to investigate complaints fairly, listen to both sides of the story and look at the facts. If the Ombudsman decides your complaint was justified first:telecom will honour their decision and put things right for you.
To find out how the service works and what it covers, please ask for a copy of Otelo's complaints booklet 'Two sides to every story' by phoning 0845 050 1614.
The scheme provides a straightforward alternative to legal action.
The Ombudsman can provide you with further details and you will also find information on Otelo's website. Contact details are shown in Section 11 of this Code of Practice.
Your privacy is highly important to us. We aim to provide services that not only meet your requirements but also protect your privacy. We explain how we do this in our privacy policy. To get more information about our policy, visit www.firsttelecom.com alternatively call customer service on 0845 215 1640.
Data protection
We may collect personal information about you from a number of sources. These may include:
first:telecom is registered under the Data Protection Act 1998 and takes all reasonable steps to ensure that there is no unauthorised access to your personal data.
We may use the personal data that we have to promote first:telecom's products and services but these details will not be passed to any other organisations for marketing purposes unless you have authorised us to do so.
In some circumstances we may supply information to organisations such as the police and other governmental agencies where the law permits us to do this.
If you wish to know what personal information first:telecom holds on you, you can obtain this by writing to us. Please write the following address: Head of Customer Service, first:telecom, PO Box 4360, Warwick, CV34 9DB
Keeping information secure
To ensure we keep our customers' personal details secure, we have an identification procedure in place for all incoming and outgoing calls. As an account holder, each time you contact us you will need to confirm your name, account number, address and date of birth or three items of identification for us at the start of all phone calls we make or receive.
However, if you give your password to someone else, you agree that they can access your account. Please tell us immediately if you think that an unauthorised person has gained access to your password.
Our customer service advisors are trained to follow this procedure every time you contact us. We may record or listen to calls to ensure that the procedure is followed and to provide training.
Terms and Conditions
You will receive a copy of our Terms and Conditions when you register for our service. Alternatively, a copy is available on request from our customer service advisors on the appropriate customer service number listed above or on this website along with a copy of our Privacy Policy.
Services for disabled and ederly customers
If you are older or have a disability and wish to discuss any special telecommunications requirements you may have then please contact our customer service team at the above address or telephone number and we will do our best to accommodate your requirements where possible.
Protection and support of vulnerable groups
first:telecom is a supplier of telecommunications service to residential and small to medium sized business customers. We understand that some of our customers may have special needs and so require particular attention. It is our policy to assist any customers who may have difficulty using telephony services whether they have a disability or are from other vulnerable groups.
Terms and Conditions
It is our policy to maintain contact with our customers on a regular basis. We may call or write to you from time to time to inform you of:
We may notify you through bill inserts, mailings and updates on our website. You can also talk to one of our customer service advisors to review your current telecommunications or broadband requirements on 0845 215 1640.
You can choose whether you want us to keep you up to date, when you apply and register with us. However if you decide that you would prefer not to receive updates from us, please contact customer service via email customer.service@firsttelecom.com or call customer service on 0845 215 1640.
We aim to keep this Code of Practice up to date and you may obtain a copy from our customer service advisors on the appropriate customer service number listed above or visit our website.
Environment
first:telecom is committed to the prevention of pollution, all waste is recycled, and where this is not practicable due to either technical or cost constraints, waste is disposed of in an appropriate manner.
Malicious calls
We understand the annoyance and distress that can be caused by malicious calls and we take this problem very seriously. If you are receiving malicious calls we would like to provide you with every assistance to try to resolve the problem. This may involve working with BT, the police and other network operators where appropriate.
You should be prepared to give evidence if the caller is traced and brought to court.
We may also recommend that you change your phone number and ask for this to be ex-directory if you continue to receive such calls.
To report any malicious calls we would recommend that you call BT’s Nuisance Call Advice line on 0800 661 441.
This Code has been approved by the Office of Communications (Ofcom) and is reviewed annually.
Office of Communications (Ofcom)
By letter
Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
By phone
0845 456 3000
By fax
0207 981 3333
By email
contact@ofcom.org.uk
Website
www.ofcom.org.uk
The Independent Committee for the Supervision of Standards of the Telephone Information Services (ICSTIS)
By letter
Fourth Floor, Clove Building, 4 Maguire Street, London SE1 2NQ
By phone
0800 500 212
Website
www.icstis.org.uk
Office of the Telecommunications Ombudsman (OTELO)
By letter
PO Box 730, Warrington, WA4 6WU
By phone
0845 050 1614
By fax
0192 543 0059
By email
enquiries@otelo.org.uk
Website
www.otelo.org.uk
Telephone Preference Service (TPS)
If you wish no to receive unsolicited telemarketing calls, register for the Telephone Preference Service.
By letter
DMA House, 70 Margaret Street, London W1W 8SS
By phone
0845 070 0707
Website
www.tpsonline.org.uk
first:telecom contacts new potential customers by sending direct marketing material and selected third parties (provided that those customers have consented or not objected to receiving direct marketing material). We also contact new potential customers through outbound telemarketing and door step sales.
We are committed to delivering outstanding service, which includes our sales and marketing activities by challenging the established players, breaking down the barriers that prevent fair competition - so that we all get the true prices and service we deserve.
It is essential that our customers understand, at the point of registration, the service being offered and agreement they are entering into.
You may come across first:telecom in all sorts of different ways, for example, adverts in the press, mail packs sent through the post, a representative knocking at your door. Regardless of the way in way sales and marketing activities are conducted, we are committed to act responsibly.
We also promise that our advertising and promotional literature will be clear, accurate and fair. So you can rest assured that you will never read misleading information about our prices or service. We do not denigrate other providers of telecoms services.
Hopefully, you will find that any communication you receive from first:telecom to will be welcome and relevant. Some people, however, may have already chosen not to receive certain types of communication from us, and we will respect their wishes. We also pledge to respect your wishes regarding how we communicate with you – simply register with the Telephone Preference Service or any other Preference Service as appropriate, if you do not wish to receive marketing communications from first:telecom or any other company.
Sales and marketing personnel
Our customer service, selected sales and marketing agencies are carefully recruited and undergo thorough training on our products and services. As a result, they are skilled at giving customers and potential customers the information and service they need. They will also make sure you know exactly how to use the product or service you’ve registered for.
Our remuneration systems discourage misleading or exploitative sales practices. All agencies representing us disclose all details of incentive schemes. We monitor our sales regularly, so you can be sure that any inappropriate activity carried out by an individual would be dealt with severely. Our telesales staff work Monday to Friday 8am to 8pm and Saturdays 9am to 5pm.
When it comes to face-to-face contact, all first:telecom representatives will display an identity badge that clearly shows their name and their photograph, as well as the first:telecom logo and expiry date. They will never call at your home before 9am or after 8pm and will leave immediately at your request.
They will also follow our Door-to-Door pledge, which is designed to protect your interests:
We promise that our representatives will be courteous and polite, answer any questions honestly and to the best of their knowledge, not evade the truth and take care not to mislead. They always recognise and respect your right to end the conversation at ant time. Our representatives will be fully trained and competent. They will be smartly dressed and always carry an authorised first:telecom identity badge when visiting your home. They will always act professionally on our behalf and will never take advantage of a person’s inexperience, vulnerability, trust or natural loyalty.
How to register
You may register for the first:telecom service in four separate ways:
Whichever way you join first:telecom, we will take all reasonable steps to ensure that you are authorised to do so.
When you join first:telecom over the telephone, our representative will provide the following information:
When you register for our telephone service by visiting the first:telecom website you will be prompted to read and agree to the Terms & Conditions before completing the registration of signing up for first:telecom. The final page will confirm your personal details.
When you sign the agreement for the first:telecom telephone service
You will be asked to sign and date the paper agreement form over the words ‘Registration Agreement’. The agreement will clearly state next to the place of signature that the terms and conditions are set out on the reverse of the form.
You will give you the following information in writing:
After you have agreed to take up the first:telecom telephone service:
You will receive a first:telecom welcome pack either when you sign the agreement or, if you agree to it on the phone, at your home address within seven working days.
You will receive at your home address a Welcome Pack that contains the following information:
We want you to be happy that you have chosen first:telecom. So however you join first:telecom, we will contact you to confirm:
If you did not fully understand the agreement or did not intend to take it out, then you can choose to cancel the agreement without charge. You can also cancel if your order matured before a switchover period expired.
For more details, please refer to 'Cancellation' in section 6 of this Code.
If you have any questions regarding first:telecom's compliance with the Sales and Marketing section of our Code of Practice, please contact:
Head of Customer Service, first:telecom, PO Box 4360, Warwick CV34 9DB