Service Agreement

Telecoms World are unable to continuously monitor services on an account-by-account basis and do not commit to doing so. Therefore, should you experience a technical issue it is the responsibility of the customer to report any problems to us. Time to fix will be clocked from the time your fault is picked up by the technical support team.

Workday Assurance - The customer will be charged in excess of £120 should an engineer be assigned to attend your premises due to a fault logged with Telecoms World that is located at the customer equipment or if no fault can be located.

NB: Anything outward from the wall, including the socket faceplate is considered customer equipment.

Prior to Reporting a Fault

Please ensure you check/test the following:

1. Check that all wires are plugged in securely to the handset and also the socket.
2. If you are using a Micro Filter please check and replace it if you have spare.
3. Check the Power supply.
4. Check the Master socket by plugging a corded phone into the master socket, this will allow us to run an accurate line test.
5. Should you require any assistance checking and/or testing equipment please contact our technical support team for assistance.

Telecoms World will test the line using advanced diagnostics. Please ensure when you request a line test that your equipment has been disconnected. Depending on the nature of the fault you may also be charged for materials.

Aborted Visits

If the engineer is unable to gain access to the property, you turn the engineer away or the premises is deemed unsafe or not ready then you will incur a missed appointment charge of £99. The same charge will apply if you provide conflicting information to the engineer to what was requested by Telecoms World.

Any charges will show on your monthly invoice and are applied directly by Openreach. If you wish to dispute an Openreach charge Telecoms World will action this on your behalf. We aim to investigate and resolve all disputes within 15 working days. All engineering notes will be passed to you via email. Openreach manage each case separately; reasons and evidence of the dispute will be required. You must raise your dispute within 14 days of receiving the charges to enable us to validate this with Openreach.

Ethernet Services

Order acknowledgement is the stage at which the client has accepted the order placed by Telecoms World. During the ethernet provisioning process an order will go through several stages:

1. Carrier order acknowledgment and validation
2. Carrier planning process (including site survey)
3. Carrier build and implementation
4. Carrier fit and test
5. Carrier handover
6. Telecoms World equipment configuration and deployment
7. Telecoms World remote test and turn-up and handover

Site Survey

A site survey will be scheduled when the carrier needs to check the infrastructure on site and the route to use to install the new circuit. Partners need to inform their end-Customer that an onsite technical contact for the site survey will be required. This contact will need to be present during the site survey and provide access to all required areas.

Survey Results Categories

CAT 1: Existing infrastructure already on site and no physical work is required.
CAT 2: Some infrastructure present but physical work will be required.
CAT 3: No infrastructure at the site, spine cabling will need to be installed externally.
CAT 4: No infrastructure from the exchange to the customer premises. Major construction required.

Service Protection

Many businesses demand the security of knowing their business connectivity will still be available in times of service disruption. We cover numerous dual circuit combinations including:

• Fibre/fibre – Two dedicated point to point services
• Fibre/copper – Most cost-effective combination
• Fibre/cellular ethernet – 4G radio-based service removes dependency on physical link

3rd Party Services

Telecoms World will provide hosted systems to customers wanting to run the service on a third-party internet connection however it is strongly recommended that our assured broadband is used in conjunction with all VoIP services. The use of third-party broadband will limit the support we can provide to the IP Phones.

Call Recording Storage Plans

• Up to 900 MB - £20.00*
• Up to 1.8 GB - £40.00
• Up to 3.6 GB - £70.00
• Up to 9 GB - £100.00
• Up to 18 GB - £160.00
• Up to 45 GB - £240.00
• Up to 90 GB - £360.00
• Up to 1.8 TB - £600.00
• Up to 3.6 TB - £1,000.00

*A minimum charge of £20.00 will always be applied when this feature is enabled.

Mobile Terms

From 1st January 2022, ETS will apply to selected tariffs. It is a £3 daily charge which allows the customer to use their UK inclusive allowance in Europe Zone 1 and 2.

World Travel Select (WTS) allows users full access to their UK bundles and allowances whilst roaming worldwide for just £8.00 (exc. VAT) per day.

Minimum Contract Terms

All services supplied by Telecoms World hold a minimum contracted term. If this information cannot be found the defaulted contract duration is as follows:

• Inbound – 1 year
• Outbound and Broadband – 2 years
• VoIP – 3 years
• Mobile – 1 year

Cold Callers

If you are receiving nuisance calls from cold callers, please ensure you register with the TPS (telephone preference service). The service is free of charge.

Recycled Numbers

All telephone numbers that have been previously owned are quarantined for 6 months prior to being re-advertised. If you purchase a recycled number and receive calls for the previous owner, we will replace the number free of charge.

Cancellation

Notice of cancellation will only be accepted by submitting it through the link. Please note cancelling a direct debit instruction will not close your account.

Notice Period

Cancellation requests take 5 working days to be reviewed, to ensure that we have full and correct information about the account to process.

Termination Within Contract

Should you request to cancel a service whilst within the minimum contracted period you will be invoiced for the rental to the end of the contract. A cancellation fee of one month's rental per service will apply.

KCI Stages and Cancellation Charges

Costs for cancelling Ethernet services which have passed surveys and planning stages:

• KCI1 stage - up to £1,400.00
• KCI2 and KCI3 - up to £3,600.00
• Greater than KCI3 - up to £15,000.00

Early Cancellation Fee

Telecoms World reserve the right to charge up to £250.00 for cancelling a service prior to the end of the contract.

Cooling Off Period

All customers have the right to cancel a service within 14 days of purchase. If you have been sent goods you have a further 14 days to return all equipment.

Billing and Payment

Invoices are generated on a monthly basis and are issued via email on or around 12th of the month. Payment is due 14 days after the date of invoice. Payment should be made by Direct Debit on a monthly basis.

Paper Billing

Paper billing is available upon request and is chargeable £2.99 a month.

Rebates

A self-billed invoice will be generated once £50.00 or more is owed to you. Rebate will roll over monthly until this amount is reached. Once an invoice has been issued payment will be made after 60 days.

Annual Service Charges

All services that do not hold a monthly fee will incur annual service charges. The charge applied will be equivalent to the connection fee paid. If the service was connected without an initial charge, then the annual service charge will be £4.95.

Late-Paying Accounts

If payment is not received within the 14-day payment term you will incur a 10% late payment charge of the total outstanding on your account (minimum £5.00 charge). Failure to make payment within the terms set will result in account suspension with an administrative charge of £75.00.

Direct Debit

We expect all accounts to be settled by Direct Debit. Non-Direct Debit paying customers will incur a £2.99 monthly fee.

Equipment Warranty

The Yealink range has a 3-year return to base warranty. Should you require to return the handset, simply complete the warranty return form online at http://support.yealink.com/

Once a contract with Telecoms World has been cancelled, any hardware supplied by Telecoms World is no longer on our network and will not be supported by us in any way.