Questions and Answers

Does it cost anything to register, or to change my mind?

It's free to join - and there are no charges to disconnect.

How long does it take?

Registering your details takes less than 5 minutes. We will then activate your service within 14 days. You will receive an exact date of when your service begins within 7 days of registering along with a welcome pack.

How do I use the service?

You can make calls just the same as before. You don't need to dial an access code or do anything else differently.

How do I register?

Just fill in our simple form online or call customer service on 0845 215 1640.

Can anyone register?

Yes - so long as you have a BT telephone line. If you have call barring with BT or are on their Light User Scheme please ask BT to change your service to 'standard line rental' before you register with first:telecom (call BT on 150 to do this) or alternatively switch your line rental to us and just receive the one bill.

When I make short calls with BT, I get charged 6p each time - do you do this?

BT charge a minimum setup fee of 6p (5.1p excluding VAT) for every call - even if it is just a few seconds long, plus another 6p when you reach one minute. Our minimum call charge starts from 5.875p (including VAT), this means that you will only get charged this for the first the 60 seconds and will not be charged an additional setup fee like BT. After this initial 60 seconds you will be charged your normal call rate.

In your price list, when is 'Peak', 'Off Peak' and 'Weekend'?

Peak time is after 6am and before 6pm Monday to Friday.
Off Peak is after 6pm and before 6am Monday to Friday.
Weekend is all day Saturday and Sunday.
International calls are just one low price at any time.

How we charge for calls

We charge by the minute and prices are shown on our website as pence per minute including VAT.

What happens to my existing services (like 1471, 1571)?

You still have all the normal services like 1471 and 1571. If you switch your line rental over to first:telecom you will keep the same phone number.

Will first:telecom affect my Internet access?

No - you can keep your Internet service (including broadband) just as it is. Alternatively why not sign up for first:telecom Broadband or see if can receive our unique TotalConnect broadband bundle.
If you dial up using an 0845 number, you will see these calls appear on your first:telecom bill.

What if I move house or change my phone number?

It's easy to take your first:telecom service with you. Simple tell customer services as soon as you have the new details (at least 14 days in advance if you are moving home), and we will take care of everything else.

When will I get my first:telecom phone bill?

We will send you fully itemised bills each month - either online or in the post. Full itemisation is free of charge, and is normally sent in the middle of each month.

What does call barring do?

Call barring lets you decide which type of calls are made from your phone (there are many different levels available, see below for an example of the type of call barring), putting you firmly in control and preventing any nasty surprises when your bill arrives.

Note: unfortunately call barring is not available with the Cable Saver call plan.

Type of call barring (free of charge)

• All international calls
• Directory enquiry calls
• Mobile and international calls
• UK premium rate calls

It is possible to bar calls to these numbers, please contact our customer service team on 0845 215 1640 and ask about call barring.

Warning for customers: premium rate number scams

Numbers beginning '090' can cost from 10p up to £1.50 per minute from a landline or more from a mobile phone. You can now find useful information to help protect yourself against premium rate dial up scams: visit http://www.icstis.org.uk.

Other call features

As part of line rental with first:telecom you can add call features of your choice. Here are the call features available:

• 1471
• Extra 1471
• Anonymous call rejection
• Answer 1571
• Caller Display
• Call Diversion
• Call Waiting
• Call Minder
• Choose to Refuse
• Ring Back
• Reminder Call
• 3 Way Calling

To register for these call features you require first:telecom line rental. To register for this service and receive one bill for your calls and line rental simply contact customer services on 0845 215 1640. For further information on the call features listed click here

What will I see on my bill?

We will provide you with complete details of the calls you have made each month, together with any other services you have with us such as broadband and line rental. Also look out for important service updates and special offers.

Will I still get a phone bill from BT?

You can receive the one bill if you decide to take on first:telecom line rental and pay the low price of £10.85 per month. If however you decide to keep your telephone line with BT, they will continue to bill you for your line rental. Your telephone line is still maintained by BT.

IMPORTANT: If you do have line rental with BT you should check that your line rental package with BT is BT Together Option 1. Failing to do so could cost you more than necessary.

What if I don't recognise calls on my bill?

If calls are detailed on your bill to an area you don't recognise, don't panic. It can be the way the area is described - it may mention the closest town or area, rather than the place you called. If you are sure you have not made the call, check with other members of your household - or guests at your house. If you suspect fraudulent use of your telephone, call customer services. We can arrange call barring on certain calls to help protect you if appropriate.

How do I access my bill online?

This service only applies to customers who have chosen to receive their monthly bill online by email (ebilling). To switch your paper bill to online call customer services on 0845 215 1640.

At the end of each month you will be notified by us via email that your new monthly bill is ready to be viewed. There will be a link in the email which will take you to our online login screen. From here enter in your user name and password and you will be taken to your secure online portal. In your secure online portal you will be able to download your new invoice.

Problems accessing your bill

AOL Users
Rather than clicking on the link within the email, please go to Internet Explorer and then enter the following address: www.firsttele.com/youraccount/youraccount-onlinebill.htm
You should then be able to enter your account number and password to view your bill.

Cookies
The privacy setting needs to be 'accept all cookies' in order to view your first:telecom online bill. Please change the cookies settings to 'accept all cookies' this should allow you to acces your online bill.

Open Internet Explorer
Select Tools
Then Internet Options and Privacy
Move the slider to 'Accept All Cookies'

Invalid log in details

The login details are case sensitive; if the account number contains letters please enter with capital letters followed by the number. Enter the password as it is written on the welcome letter including any capital letters.

Can't remember your login details

For security we are unable to provide these details via email, please contact our customer service team and they will be able to provide you with your account number and reset your password to access your online bill.

Unable to open the bill

Rather than selecting to open the file from the website, select 'Save As' and save the file onto your Desktop, open Abode Reader and then open the file that you have saved.

If you have a fault with your telephone line

If the fault is with your telephone line or incoming calls, please contact your current line provider. They are responsible for maintaining your telephone line. First:telecom is only responsible for the phone calls you make. If your line provider is first:telecom then please call customer services on 0845 215 1640.

If you have a fault with a call you are making

Call the first:telecom customer service team on 0845 215 1640. We may ask you to carry out a few simple checks to identify and resolve any issue. Lines are open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday and Sunday.

If you have a question about your service start date

New customers: The service start date is normally within 14 days of registration - and there is no disruption to your service. From the start date you can continue to make calls just as before, but you will be benefiting from our low call prices.

Existing customers: If you have requested a service upgrade, this will take place within 14 days of your request - you will be advised of the exact date. On the day your service begins you will no longer need to dial any access code, or need any other equipment.

Direct Debit Mandate

Payment via Direct Debit will save you time. It is the quick and easy way to pay your bill, whats more is that you are protected by the Direct Debit guarantee. Please fill out the Direct Debit Mandate by clicking the link below. Once you have filled out this form please send it to the address printed on the mandate.

>> click here to download the Direct Debit Mandate

Can I talk for free?

You can talk for free if you are on any of the following call packages; first:anytime, first:weekend or first:eve&weekend. Each call package has its own number of unlimited call structure, see the individual call plan for more details.

Additional free calls to other first:telecom customers?

You can talk for free to all other first:telecom pay monthly customers if you are on Price Match, first:anytime, first:weekend or first:eve&weekend. There is no restriction on times you can call - it's free day or night. If you want to call family and friends for free, they can register with first:telecom online, or by calling customer service.

How long does my free call to other first:telecom customers last?

The vast majority of calls last less than 60 minutes, so after this time, the call will be charged at the normal price for a UK call (unless it falls within your unlimited calls package free minutes time slot where it will be free). If you want to talk for longer than 60 minutes, simply hang up and re-dial to continue the free call.

If someone I know registers with first:telecom, can I call them for free immediately?

Each customer's service needs to be active, before you can call them for free. This is normally within 14 days of registration and they will be sent an exact date of when the service begins.

How do I know if the person I am calling is with first:telecom?

You can either check with them if they have received their service start date. Alternatively we can check this for you - simply call customer services. You will need your account number and password, and the telephone number of the person you wish to call.