Code of Practice
· Access details of our products and services
· Understand what you can expect from us as a customer of Business Telecom Mobile Solutions Ltd
· Find out how to contact us
How to contact us
By Phone:
0871 288 3825
By Fax:
0871 522 7781
By e-mail:
info@btmobilesolutions.co.uk
By post:
Business Telecom Mobile Solutions Ltd
Customer Services Department
107 Preston Crescent
Prestonpans
East Lothian
EH32 9RA
You will find other useful information about our service on our Web Pages .
Our service philosophy
Business Telecom Mobile Solutions Ltd was created as a Business Communications Consultancy service. BT Mobile Solutions brings together voice, text messaging, video calling, video messaging, Data connection, Data Solution and various Hardware solutions, including Mobile Phones, Datacards, Push E-Mail devices, Hands free Kits, Sat Nav and PDA's.
To help achieve this, we aim to provide you with
· A range of handsets and accessories
· Easy to use services
· Competitive and wide ranging tariffs
Our range of services
BT Mobile Solutions offers excellent value services and Network tariffs, allowing us to select the package that most closely matches your needs. Whichever package a customer selects an extensive range of services is available (depending upon the handset and Tariff selected) including:
Customer Service
At Business Telecom Mobile Solutions Ltd, we want to give customers a great service and are always looking for ways to improve. However, if you feel we are not achieving this, then please contact Customer Services. Our standards are guided by our commitment to deliver you a service you enjoy and value:
- Offer clear, concise answers to your questions
- Publish relevant information about BT Mobile Solutions on our website
- Respond promptly to customer complaints
You can contact BT Mobile Solutions Customer Services Mon - Fri 08.30am - 19.00pm and 09.00am - 15.00pm on a Sat by calling 0871 288 3825 (charged at your national rate) or your Network Customer Service from your mobile. You can also contact Customer Services from abroad using the prefix +44 code (charged at the relevant roaming rate).
Returns Policy
If you’re a new Pay Monthly customer, you can return your mobile within 3 days of delivery if for some reason you change your mind, provided you have not used your mobile. You’ll also have to return the boxed accessories it came with. For any other returns please consult our terms and conditions of sale page.
Warranty
Your handset manufacturer's warranty covers defects in material and workmanship for 1 year from the point of sale.
A call or E-Mail to BT Mobile Solutions Customer Services is all that's needed to make a warranty claim.
Repair
BT Mobile Solutions customers can either return their phone to their point of purchase where their handset can then be returned for repair if it is faulty. Alternatively they can call BT Mobile Solutions Customer Services and a collection, repair and subsequent return can be arranged at a Fixed FEE of £30.00 for shipping and handling. The phone is normally repaired and returned to the customer within 5 working days. Customers on contract from BT Mobile Solutions will be offered a loan phone (subject to availability). There is no loan facility if a courier collects the handset.
Sales and marketing
BT Mobile Solutions products and services are available Online, by Phone, by Appointment or Fax.
All our practices and sales materials meet with relevant legal requirements, such as data protection.
Network Coverage of services
BT Mobile Solutions can connect you to a range of Networks that have operational services almost anywhere in the UK, our preferred suppliers have 99% population coverage for Voice and Text messaging. In addition, our suppliers offer a video network that is being expanded all the time with over 88% of the UK population already able to enjoy video calling, video messaging and video content services (depending on the handset selected).
You can check network coverage by going to 'Coverage Checker' on our main page.
BT Mobile Solutions customers (Subject to Status) can be connected to receive and make calls with all UK Networks, this is including fixed-line and Specialist Data solutions . BT Mobile Solutions customers (Subject To Status) can also make and receive calls in over 154 countries & territories (destination limitations apply to Pay As You Go customers). It is important that you understand that sometimes you may be charged for calls you receive as well as those you make when you are abroad. Further information about the use of your phone abroad and the charges are available by request from Customer Services.
Pricing
A price guide is available when you purchase your handset. Up-to-date prices for our products and services are always available on our website.
Pay Monthly Billing
Pay Monthly Customers are billed directly for the services they use from their chosen Network. You can pay your bill by a variety of means including Visa or Mastercard, Amex, direct debit or cheque. You will receive a monthly itemised bill showing clearly your usage and charges and the date that a payment is due.
Pay As You Go (Pre Pay)
Existing Pay As You Go customers can switch to Monthly Plan (subject to credit scoring) or remain on PrePay using BT Mobile Solutions for Hardware or Sim Cards Only.
Pay As You Go customers have a choice of vouchers, some of which have a validity period of 30 days from activation.
All Pay As You Go vouchers must be activated within 90 days of purchase.
Pay As You Go vouchers can be purchased from an extensive range of outlets across the UK. For customers who register a credit or debit card, vouchers are also available online, or from your chosen handset.
Disconnections and cancelling the service
Pay monthly contracts have a set price plan that has a minimum term that you are committed to remain connected to your chosen network until the expiry of that minimum term. BT Mobile Solutions reserves the right to terminate service to a customer at any time if a customer fails to pay money owed to BT Mobile Solutions or your chosen Network or breaches either's terms and conditions.
If the customer is on a minimum terms contract, they will be expected to pay any outstanding sums owed to the end of the minimum term of the Network contract as well as 30 days Termination Fees before they can port their number.
Terms and Conditions
Terms and Conditions exist for both Pay Monthly and Pay As You Go services. It is important that you read these carefully before you decide to use your chosen Services and purchase a phone. Copies of these terms and conditions are available on request or can be found using the link.
Number Portability
You can bring your existing mobile phone number to your chosen network in three easy steps:
1. Your current Service Provider must give you a Porting Authorisation Code (PAC) or a reason why it cannot be issued within 2 working days of your request. You can obtain your PAC by calling the customer service group of your current network. Usually your network operator will be able to provide your PAC over the phone and will then follow this up in writing or via Text message.
2. Your PAC is valid for a period of 30 calendar days and your request must be submitted to BT Mobile Solutions within that time. You can give us your PAC by E-Mailing porting@btmobilesolutions.co.uk by calling 0871 288 3825 or by faxing it to 0871 522 7781.
3. Your number can then be transferred anytime between 7 and 37 calendar days from the date your PAC is issued.
If a BT Mobile Solutions customer wishes to port to another network, 30 days termination notice is required in writing to:
Business Telecom Mobile Solutions Ltd
Terminations Department
107 Preston Crescent
Prestonpans
East Lothian
EH32 9RA
BT Mobile Solutions will provide them with a Porting Authorisation Code (PAC) after which they will have 30 days to port to the other network. If you fail to use your PAC code within the 30 days you will continue to receive and be charged for services from your chosen network. All Pac Codes are charged at £25.00 per Number.
Your Privacy
BT Mobile Solutions will only use your personal information in accordance with our Privacy Notice set out in our Terms and conditions of sale page.
We keep in touch with our customers on a regular basis. Updates on products and services are sent with customer’s bills and from time to time by Phone or Fax. Up to date information is also available on our Web Pages
Copies of this code are available on request. Copies of this code, bills and other important documents can also be made available on request in large print and Braille for customer who are blind or visually impaired.
