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code of practice

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italk’s Code of Practice for Residential Customers

At italk we want you to know that we are here for you and your telephone and broadband needs, this document will explain a bit more about what italk will do for you, including the services we offer, the help that we can provide and how to get in touch with us if you need anything at all.

We also want to make you feel at home with us, which is why we’ve written this document. 

The industry regulator Ofcom (the Office of Communications), requires all communications companies to provide their customers with their code of practice. This isn’t part of your contract, and it doesn’t affect your statutory rights. 
If you require a large-print version of this code of practice, please call Customer Care on 0333 210 4290 so we can help.

Everything you need to know about italk

Let's get up to speed. We’re on a mission to get the UK talking by providing broadband and line rental packages at great prices, with no hidden fees.

Whichever package you’re on, you’ll receive premium service, every time. Our UK-based Customer Care Team are on-hand to offer support and advice should you need it.

We’re putting a stop to endless hours spent on hold. You could say we’re giving you your life back with easy to reach experts who are there for you from the set-up. Going green? So are we. All our packages have a paperless option, meaning you can receive your bill electronically. And, if you move house, you can easily transfer your italk services.

Next up is a list of things you’ll find in this document. If there’s anything else that you need, call us on 0333 210 4290 and have a chat.

What you’ll find in this document

1.    How to contact italk
2.
    What has italk got to offer
3.
    I’m new to italk – what happens now?
4.
    Broadband and what comes with it
5.
    Faults and repairs
6.
    Moving house
7.
    Charges and billing
8.
    Premium-rate services
9.
    What happens if I miss a payment?
10.
  Disconnection notices
11.
  Credit checks
12.
  Sales and marketing
13
.  Thinking of leaving
14.
  Directory entries
15.
  Data protection
16.
  Emergency services
17.
  Quality of service
18.
  Useful links


1.         How to contact italk

Whether you have a question about your bill, some feedback you’d like to give us – or if you have anything you need help with – here’s how you can do it.

•           Just so you know, our office hours are 9am to 7pm Monday to Friday, with slightly shorter hours on Saturdays where we’re in the office from 9am to 5.30pm. The quickest way to speak to us is by calling Customer Care on 0333 210 4290
•           If you want to write an email, then the address is 
[email protected]
•           If you still have a fax machine, then you’re in luck because so do we: 0845 899 2461
•           Alternatively, you can head to 
www.italktelecom.co.uk/contact and fill in our call back request form
•           Lastly, it’s a bit slower, but our address is: italk, Unit 6 Gemini Business Centre, 136-140 Old Shoreham 
Road, Hove, East Sussex, BN3 7BD


2.         What has italk got to offer

Whether it’s talking now and then or surfing the net all the time, we offer a range of packages from £14.99 that can cover your telephone or broadband needs. For more information, check out www.italktelecom.co.uk/packages or call our usual number 0333 210 4290. If your needs change or you are thinking about adding on international calls, we’re ready for you. 

3.         I’m new to italk – what happens now?

Congratulations! Welcome to italk, we’re pleased you’ve arrived. We’re sure you want to know how smooth the transition will be from your regular provider, so we’ve written this to show you how straightforward the changeover will be.

Like all telephone and broadband providers, italk has some obligations to you as a customer, and we make sure we keep up to date with rules and regulations, so you’ll be happy to see that we are serious about our relationship with you. The next few sections will cover areas such as faultsbilling and moving house, so be sure to check those as well.

Your telephone supply, including your telephone number and your directory settings may be subject to change depending on your current provider. Where possible we will aim to carry over your telephone number and directory settings (more info on this in the directory enquiries section below) from your existing provider behind the scenes. Should you need a new landline installation or you couldn’t supply your telephone number when you placed your order, we will provide you with a new telephone number. This will be confirmed and sent to you before changes are made.

Your welcome pack will tell you the date we expect the changes to take place, this is usually around 14 days from the date that you place your order. Sometimes there are circumstances beyond our control which may affect this, but we will keep you posted if we’re aware of any disruptions or delays.

Most of our packages prevent premium rate and/or international numbers from being called for the first 3 months as a precaution, but if you know that you want to dial these then contact our Customer Care Team for options.

And remember that unless you have opted to pay 12 months of line rental upfront, the standard contract is 24 months, which switches into a rolling monthly contract after that.

4.         Broadband and what comes with it

If you’ve taken up one of our broadband deals then you’ll be shortly receiving some equipment that will be needed to get online, this includes:

·                    Router (pre-configured)

·                    Router Power Supply

·                    DSL (micro) Filter

·                    Phone Cable (RJ-11)

·                    Ethernet Cable (RJ-45)

Don’t worry – it will be delivered to your door, in time for your activation. This will be sent by courier and may need to be signed for. .For many customers, it will be a straightforward swap between their old and new equipment – there are directions on how to plug everything in inside the box. If you’re having any issues, then call us on 0333 210 4290.

You may see that we often refer to ‘customer apparatus’ in our paperwork. Whilst our advisors are on the phone with you, we may ask you about your ‘apparatus’ if we are testing for a fault. When we use this term, we are referring to any apparatus that belongs to you, or that is plugged into the Network Terminal Equipment (the white socket in your property that you plug your phone and broadband into).

5.         Faults and repairs

If you experience any faults on your line, please call our Customer Care Team on 0333 210 4290* or email [email protected]. Our aim is to minimise disruption and inconvenience, which is why we try to solve issues remotely wherever possible. When you speak to us we will do some troubleshooting over the phone, which may require you to check the apparatus at your end. We will work to diagnose what the issue is. 

If there is a fault on the line outside of your property or, a fault with equipment within your property that is not part of your apparatus that requires repair, we may need to contact Openreach. Openreach that looks after the majority of the nation’s telephone lines. If everything goes as normal and there’s nothing beyond our control that happens, most repairs are completed within 3 to 5 working days, depending on what the issue is. 

Most repairs are carried out between the hours of 8am to 6pm Monday to Friday (not including bank holidays).We will try everything in our power  to fix the issue ourselves before ordering an engineer.  We may ask you to perform some tests, with your equipment, which we will talk you through, before ordering an engineer. This may require you, or a friend or family member, removing the front part of your Network Terminal Equipment (the white socket in your property that you plug your phone and broadband into). If the fault is found to be with your equipment you may have to pay a charge for an engineer to visit your property.

If we have not been able to fix your phone after 3 working days of the issue being reported we may be able to offer a daily credit for your line rental as compensation for each working day you’re without service. If you think this applies to you, please contact our Customer Care Team for further information. 

*If you call us and we’re not in, you will be asked to press 2 in our phone menu, You will need to provide your name, your italk telephone number, an alternative number for us to call you on (such as a mobile) and an outline of the issue you’re having. We’ll then get to work on this problem, and we will prioritise a call to you to be made as soon as possible. 

Broadband Faults?

If you experience any faults with your broadband or your router, please call our Customer Care Team on 0333 210 4290* or email [email protected].

Our aim is to resolve any issue you may be experiencing with minimum disruption or inconvenience. When you speak to us we will do some troubleshooting over the phone and check your broadband settings remotely. If we are unable to resolve the issue on this call, we will escalate the issue to our faults team. Most issues are resolved within 5 working days.

If we have not been able to fix your broadband issues after 5 working days of raising the fault, we may be able to offer you a daily credit for your broadband as compensation for each working day you are without service.

*If you call us and we’re not in, you will be asked to press 2 in our phone menu, then asked to provide your name, your italk telephone number, an alternative number for us to call you on (such as a mobile) and an outline of the issue you’re having. We’ll then get to work on this problem, and we will prioritise a call to you to be made as soon as possible.

6.         Moving house

Moving house can be one of the most stressful times in life, as there are so many things to remember to do. Luckily, sorting out your italk telephone and italk broadband is easy. Just give us a call a minimum of 30 days (or more!) before you move and let us know a few simple things;

•           When are you moving?
•           Where are you moving?
•           How can we contact you?

So long as you give us details ahead of time, we aim to make sure that your services are ready for you at your new home as near to moving in as possible. 

7.         Charges and billing

Use the handy table below to see how your bill will arrive. It’s worth knowing that we can provide your bills free of charge by email, so give us a call if you want to switch to paperless.

What’s my package?

What’s on my bill?

Is my bill monthly or quarterly?

italk now and then
or
italk all the time

Your monthly package cost, including line rental, calling features (1571 etc.) paper bill charge, and any calls you made that aren’t part of your package.

Monthly

Unlimited Broadband
Unlimited Fibre
Unlimited Superfast Fibre

Your monthly package cost, including line rental, calling features (1571 etc.), paper bill charge, any add-ons and/or calls you made that aren’t part of your package.

Monthly

italk 2 Gold
or
italk 3 Gold

Your monthly package cost, including line rental, calling features (1571 etc.) paper bill charge, and any calls you made that aren’t part of your package.

Chargeable calls outside of your package, calling features, and paper bill charges are monthly. Package cost and line rental are quarterly.

italk 2 Connect
or
italk 3 Connect

Your monthly package cost, including line rental, broadband, calling features (1571 etc.) paper bill charge, and any calls you made that aren’t part of your package.

Monthly

 

Your bills will normally be paid automatically by Direct Debit, and this transaction will happen around two weeks after the invoice date. Please bear in mind that any other method of payment may incur a processing fee. A handy link to have is https://www.italktelecom.co.uk/rates as this will show you the costs of any calls made outside of your package, as well as any surcharges or processing fees. If any rates change, we will update this link. 

Direct Debit Guarantee

The guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme.  The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.  If the amounts to be paid, or the payment dates change, then we will notify you 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by italk or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. You can cancel a Direct Debit at any time by writing to your Bank or Building Society, but please also send a copy of your letter to us to keep us in the loop.

8.         Premium-rate services

Premium-rate numbers are charged at a higher rate than your normal calls, and they aren’t included in your regular package. Usually these premium-rate numbers start with 0871, 0872 or 090. It’s also worth knowing that 0800 reverse and 118 services will also be charged at a higher rate. By default, premium-rate numbers are barred when your service with us is set-up. If you want this restriction lifted, then just call us to discuss.

Often companies use these numbers for the below contact points:

•           Technical support

•           Directory enquiries

•           Recorded information such as horoscopes, news or sports 

•           Competition lines or voting services

It is worth checking the number before you dial, as many companies offer alternative numbers that may not cost as much.

Further information regarding our rates and these services, can be found on our website https://www.italktelecom.co.uk/media/pdf/UK-Rates.pdf

Telephone Preference Service (TPS)

The Telephone Preference Service (TPS) is a central opt out register whereby individuals can register their wish not to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make such calls to numbers registered on the TPS.

For more information, visit http://www.tpsonline.org.uk/tps/index.html

8.1 Complaints about Premium-rate services

If you don’t recognise a premium-rate number on your bill, you can check the following website: www.phonepayplus.org.uk. PhonepayPlus regulates premium-rate services and sets the code of conduct that service provides using premium-rate numbers have to follow. You can use their number checker to help identify the company behind the number. 

If you want to make a complaint about the call, or you are worried it is a scam, you will need to contact that company responsible before contacting PhonepayPlus. 

You can contact PhonepayPlus via their website above, or call them on 0300 30 300 20 or write to them at FREEPOST WC5468, London, SE1 2BR. You should try to have the name of the service provider or the premium-rate number at hand, and ideally a copy of the text message that confirmed the subscription of the payment, and any other information from your bill that can help identify the service.

If you are having difficulty with this and would like assistance, please call Customer Care on 0333 210 4290.  

9.         What happens if I miss a payment?

We do expect you to pay your bills on time. If you know ahead of time that you aren’t going to be able to pay a bill, you should get in touch with us on 0333 210 4290 to let us know.

If a Direct Debit fails, we will send you a letter explaining that the bill is unpaid and asking for you to get in touch to make a payment. We will also attempt to contact you by phone to discuss this. The direct number for our collections team is 0845 468 1712, or you can call 0333 210 4290.

If the amount remains unpaid we may need to temporarily suspend your outbound calls after your payment has failed. We always give 7 days’ notice before we do this. Restricted lines still have access to emergency services on 112 and 999.

10.       Disconnection notices

If a balance continues to remain outstanding on your account, we may be forced terminate your telephone service. We’d rather not lose your custom, which is why we will send you a disconnection notice first. This would be sent out at least 7 days before the service is cut off. If we do disconnect your italk service due to non-payment, the following may also apply:

•           The line would no longer send or receive calls

•           You may lose your number

•           Broadband/internet services may be affected

•           A termination fee may be applied to your account


If you are struggling with payments, please contact our collections team on 0845 468 1712 who will be happy to discuss the options available to you.

11.       Credit checks

We reserve the right to perform credit checks if you are a new customer. This means we would pass on some information about you to a third party credit reference agency. But don’t worry – we do this in accordance with the Data Protection Act 1998. If you are applying for a new service, adding extras to your package or even applying for a higher credit limit, we may need to run another credit check.

12.       Sales and marketing 

We want you to know that we follow strict rules about our sales and marketing of our products.  

Ofcom introduced a set of rules to ensure that all communication companies follow guidelines to make sure that all sales and marketing practices are in line with strict standards, to make sure that you the consumer is protected.

All of our staff are fully trained so that they are aware of what is expected of them, and can advise customers correctly and fairly. For further information on the General Condition set out by Ofcom is available for you to view.  You can find this document on our website at www.ofcom.org.uk/__data/assets/pdf_file/0027/86274/General_Condition_22_Service_migrations_and_Home-moves.pdf


If you need it, we can send a copy by p