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Telephone Lines & CallsFrequently Asked Questions.Telephone Lines
Call Plan
Answers - Telephone LinesWhat are the benefits of ordering BT PSTN and ISDN lines from us?Price reductionYour now have the opportunity to order from /switch to another service provider for cheaper line rental. Better serviceISDN30 Online UK-based team make sure we do not pass your queries around different departments/offices and you can speak to the same person if you want each time you call in. Does the quality of the lines ordered through ISDN30 Online different from those ordered directly from BT?No.The lines that you order through ISDN30 Online will still be installed and maintenance by BT Openreach on BT's network. There is no difference at all between the lines ordered through ISDN30 Online and the lines ordered directly from BT – except for the price. How can ISDN30 Online supply BT lines cheaper than BT?ISDN30 Online is a BT authorised wholesaler and due to the large volume of orders we place with BT, we obtain a discounted price from BT and rebate this discount to you. What lines can ISDN30 Online supply?ISDN30 Online is authorised to wholesale all BT Analogue (PSTN) and Digital (ISDN) lines. What's the difference between "New", "Transfer" and "Change" orders?NewTo provide service for customer who has no telephone line connected to BT's network. For this type of order, an engineering visit will normally be required. The engineering visit will be undertaken by BT Openreach on behalf of ISDN30 Online. TransferTo provide service for an End User who already has BT lines and wishes to transfer them to ISDN30 Online. In normal circumstances there will be no break in service during the transfer. BT will contact you to advise them that a request has been made to terminate their existing BT contract. BT will then coordinate both the cessation of the End User's existing service, and the commencement of the ISDN30 Online service at the address on an agreed date. ChangeWhen you already have BT lines from ISDN30 Online and wish to change features on the line (e.g. provide additional network features). This is normally carried out without an engineering visit, unless additional wiring is required. What's the lead time for the order?New10 working days for analogue or ISDN 2 or 30 working days for ISDN 30. Transfer10 working days Change3 to 10 working days Please note above lead times are not guaranteed by BT Openreach as it depends on the outcome of site survey and the BT Openreach work load. If I order "New" BT lines from ISDN30 Online, who will install the lines on my premises?The BT openreach engineer will conduct the site survey and visit your site with BT Openreach branded uniform and vehicle to complete the work. The BT Openreach engineer acts to fulfil the purpose of the visit and ensure the you are satisfied with the work, but will not undertake work beyond the original order. Can I choose my preferred installation date?You can state three preferred installation dates on the order form. BT Openreach will try to match one of these dates. However please bear in mind that the result of site survey may effect the final installation date. Who will inform me the confirmed installation/transfer date?ISDN30 Online customer support team will keep you updated through each step of this process until completion and go-live. Who will invoice me for the installation and ongoing charges after I place "New" or "Transfer" orders to ISDN30 Online?ISDN30 Online will issue both installation and ongoing rental invoices. We invoice BT line rental on a monthly basis. When I transfer my lines to ISDN30 Online, do I need to know the exact features on the line when I submit the order?No, we can submit a “like for like” transfer If I have faults on the BT lines after the lines are transferred to ISDN30 Online (or the line was ordered directly from ISDN30 Online), who do I report the fault to?Please report the fault to ISDN30 Online (Tel: 08452 75 75 75) and we will contact BT and handle the fault for you. This allows you to have one point of contact (ISDN30 Online) when it comes to fault reporting – leave it to our experts to speak to BT on your behalf and make sure the fault is resolved properly. All lines ordered through/transferred to ISDN30 Online will receive free Standard Care. BT Standard Care desk operates during working hours (0800 – 1700 hours Monday to Friday, excluding Public and Bank Holidays). BT aim to respond to a fault report by ISDN30 Online received before 17:00 hours on one working day by the end of the next working day. Where the fault is reported outside normal working hours, the fault will be treated as if it has been reported at the beginning of the next working day. Work will only be carried out during working hours. For an additional £2.10 per channel, per month, we can provide support 24 Hours per day, 7 days a week including Bank and Public Holidays. BT will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, BT will advise you of progress being made to clear the fault via the contact. In addition to this you can also automatically re-direct your calls to another line number should there be a fault on your line. We strongly recommend that you take this option if your calls are important to your business. How do I place orders?You can place orders and view order status 24/7 online. Our provisioning team will deal with your order during normal working hours (Mon-Fri 09:00 – 17:30 ). Are there any limitations on the type of lines that can be transferred to ISDN30 Online?The following are a list of services that cannot be transferred from BT:
If I did not order any features on the line when I submitted the "New" order, and later I change my mind and want to add some features on the line, how do I inform you?All you need to do is to submit a “Change” order to us requesting the features you require. If I have ADSL on the line can I transfer the PSTN line to you?Yes. All you need to do is to submit a “Transfer” order to us. Is there anything I can do to speed up the order?To provide us as much information as possible always helps. There is an additional Note section on the order form where you can enter any information that you think maybe relevant to the order. PaymentIn order to provide the excellent discounts we offer, all monthly payments must be made by Direct Debit Answers - Call PlanHow does it work?Using CPS (Carrier Pre-Selection) we use the BT Exchange to route your calls over the C&W network. You don't need to dial a prefix because the BT Exchange does it for you! How do I switch?Changing to CPS is a straightforward procedure without the need to change your existing telephone number or line.
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