UWplus property
TELEPHONY FACT FIND
Note: Under all circumstances 'Free Calls' means calls to UK landline numbers starting 01, 02 or 03. Any calls to numbers starting 00, 05, 07, 08 or 09 (with the exception of 0500, 0800 and 0808) will be charged
Question 1
Is there a working telephone line installed?
YES - Go to Question 2 below
NO
Is a landline required?
Other than for voice calls, a landline is required if the customer requires a broadband service or Sky TV.
If the customer does not require a landline for any of these purposes terminate the fact finding exercise and register the customer for ENERGY ONLY - click here
We provide BT landlines at the 'wholesale' price of £99 for a full installation done by a BT Engineer (BT charge £130 retail). Where there is an 'inactive' line (as opposed to a disconnected line) the reactivation cost is just £25. This can be tested as follows: connect a telephone to the main socket and if there is a dialling tone, dial 17070. If a number is returned then the line is 'inactive'. However until an order is placed BT may at any time disconnect the line and the full reconnection cost will then become payable.
Reconnection or reactivation of a line is under a 12 month agreement. If the service is cancelled within 12 months a termination fee of £50 is payable. Other companies charge the full amount of a 12 or 18 month contract if it is cancelled within that period.
If a 'new' landline is required without a broadband service - click here
If a new line is required WITH BROADBAND - go to Question 3 below
Does the customer have a combined Line Rental, Calls & Broadband package?
Yes - go to Question 3 below
No -
Who is the current line rental supplier?
Virgin Media Cable click here BT click here TalkTalk or Tiscali click here Other click here
does the customer also receive Cable TV, voice calls and Broadband from Virgin Media?
If YES terminate the fact finding exercise and register the customer for ENERGY ONLY - click here
If NO and the customer is ONLY using Cable for voice calls (no TV or broadband) AND if the customer would like cheaper calls - click here
Note: We cannot supply broadband on the Cable network. A new BT landline installation would be required. If the customer is interested in this return to Question 1
If BT - Utility Warehouse GUARANTEE to be cheaper than BT
Note: if the customer is currently in contract to BT for line rental and/or calls the contract end date should be entered on the form and the service will switch to UW automatically on that date.
If the customer is using BT for line rental only:
BT charge between £10.50 and £12 per month for line rental - we charge £9.99 inc. VAT. This is for a standard BT line maintained by BT - changing to Utility Warehouse will reduce line rental costs and eliminate the BT bill as well as getting a better standard of service. The telephone number will not be changed and energy customers will receive free evening and weekend calls (if taking both gas and electricity)
If the customer is using BT for phone line rental and voice calls only:
Which BT Option is being taken?
BT Option 1 standard service - as above for line rental. Free weekend calls up to 1 hour are included in the BT service but UW customers taking one energy service receive free unlimited time weekend calls.
BT Option 2 free evening and weekend calls - BT charge up to £5.45 on top of the standard line rental charge for free calls up to 1 hour, we charge £3.25 for free calls up to 75 mins. This option would only be relevant to customers not taking two energy services who make a lot of evening calls. Customers taking both energy services receive free unlimited time evening and weekend calls in any case and do not need to take Option 2.
BT Option 3 free calls at all times - BT charge up to £8.70 on top of the standard line rental charge for free calls up to 1 hour, we charge £7.75 for free calls up to 75 mins. This option would only be relevant to customers not taking four UW services who make a lot of peak rate daytime calls. Customers taking four UW services receive free unlimited time calls at all times and do not need this option.
Additional Options - all at cheaper rates than BT
Mobile saver: for customers who make a lot of calls to mobiles this option will reduce the cost of those calls from 12p per minute to 9p per minute for £1.25 per month
International Saver: for customers who make a lot of international calls this will reduce the cost of those calls to 1p per minute (selected countries only) for £1 per month
Additional Features: Caller Display, Call Waiting etc are all charged at an additional £1 per month
To request any of the above services from Utility Warehouse and if NO BROADBAND service is required click here
If a broadband service is in place or required go to Question 3
If the customer is using TalkTalk or Tiscali for phone line rental and/or voice calls only in both cases Utility Warehouse rates for line rental, calls and additional options (see above in BT section for details) are cheaper.
To switch to Utility Warehouse where NO BROADBAND service is required - click here
If a broadband service is in place or required go to Question 3
If the customer is another supplier for phone line rental and/or voice calls only Utility Warehouse rates for line rental, calls and additional options (see above in BT section for details) are usually cheaper.
To switch to Utility Warehouse where NO BROADBAND service is required - click here
If a broadband service is in place or required go to Question 3
Question 3
Does the customer currently have a broadband service?
Yes -
Is the customer currently in contract for this service?
If YES - Make a note of the expiry date of the contract in order to get back to the customer ONE MONTH prior to the date
Terminate the fact finding exercise and register the customer for ENERGY ONLY - click here
No -
Click Here and enter the customer's landline telephone number (on which the broadband service is provided) in the box and click 'Check'
Note: if the customer does not currently have a phone line installed assume that the result will be '1' below but emphasise that the service is subject to availability and will be checked prior to the order being processed
One of the following options will be returned -
The Utility Warehouse LLU service is available on this number
LLU is not available on this number
This number was originally issued to a cable company
This number is currently with another LLU provider
Close the web page
If result is 1 - we can supply our combined broadband, calls and line rental package (Broadcall) including free weekend calls. Gas and electricity customers receive free calls at all times.
Broadcall service is up to 8 Mbps and includes 40Gb monthly download. A free modem is provided. Cost £19.99 per month
Broadcall Plus service is up to 8Mbps and includes unlimited download. A free wireless router and adapter are provided. Cost £24.99 per month
These Broadcall services are under under a 12 month agreement. If the service is cancelled within that period a £50 termination fee is payable. Other companies charge the full amount of a 12 or 18 month contract if it is cancelled within that period.
Broadcall Laptop service is up to 8 Mbps and includes 40Gb monthly download. A Fujitsu-Siemens laptop computer and wireless router are provided. Cost £29.99 per month 2 year contract
To request a Broadcall service click here
If result is 2 or 3 - we can supply Broadband Lite, Standard or Max on this line as a separate service to the phone line rental.
Customers taking multiple services receive free calls as follows: 2 services - weekends; 3 services - evenings and weekend; 4 services - free calls at all times.
Broadband Lite service is up to 2 Mbps and includes a 2Gb monthly download. No free equipment is provided with this service. Cost £14.99 per month (not including line rental)
Broadband Standard service is up to 8 Mbps and includes a 40Gb monthly download. A free modem is provided. Cost £17.99 per month (not including line rental)
Broadband Max service is up to 8 Mbps and includes unlimited download. A free wireless router and adapter are provided. Cost £22.99 per month (not including line rental)
The customer will require a 'MAC' (Migration Authorisation Code) from their existing supplier who are required to supply this within 5 working days of a request being made. The MAC is not required in advance of an order being made.
To request a Broadband service click here
If the result is 4 - at this time it is technically impossible for the customer to transfer their broadband, calls or line rental away from the current supplier without setting up a completely new phone connection with a new phone number. There is currently a resolution programme in place within the industry and so this will not be a permanent situation, however it is unlikely to be resolved before 2009.
Terminate the fact finding exercise and register the customer for ENERGY ONLY - click here
END
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