Advice please re: One tel

brummiebabe

Thought my fellow MSEs may be able to help.

Around 2 months ago, I signed up for One Tel. I did sign the contract etc and was advised that I would hear from them in 2-3 weeks re: the switch from BT and that BT would send me a final bill.

However, this never happened and, due to personal circumstances, I forgot all about it.

Tonight, a customer service rep from One Tel contacted me as my 'phone provider' for a short survey! I advised the rep that I had heard nothing from either them or BT and, appearing v. shocked, she said she would put a note that I had not heard anything.

I've just e-mailed them through their website to try and gain clarification, but am concerned that I will be paying twice (ie BT and One Tel!) I know that my line rental still goes through BT and that I will continue to pay this by D. Debit but I'm not sure re call charges!

Has anyone else experienced this or does anyone have any advice as to what I should do next????

bbb_uk

brummiebabe wrote:

....I've just e-mailed them through their website to try and gain clarification, but am concerned that I will be paying twice (ie BT and One Tel!) I know that my line rental still goes through BT and that I will continue to pay this by D. Debit but I'm not sure re call charges!...

Providing you were on BT Together Option 1 plan during this transfer time then don't worry so much about paying double call charges.

If OneTel have taken over as your provider for calls then when you make calls you would get billed by OneTel only. If on the other hand, OneTel haven't actually taken over as your call provider then you can only be charged by BT unless you dial a short-code first.

Who are you being billed by? I assume it's BT therefore your call provider is BT. Chances are OneTel, because you initially contacted them and you are on their records, think you are with them.

I'd ring BT up and ask them to confirm you use them (BT) for your calls and don't use OneTel or another supplier for your calls.

The term used when a company takes over your calls for you automatically (without the need of dialling a short-code) is known as Carrier Pre-Selection (CPS) and you can only use one CPS company at a time.

bbb_uk

Update: It is now not possible to have your call provider changed without your knowledge as under OfCOM regulations you should receive a letter from both the company that want to take over your calls (ie OneTel) and BT as well and it generally takes at least 2 weeks for this to happen to allow you to change your mind (known as a cooling off period).

Lisa_H

I wouldn't e-mail One Tel if I were you, I'm with them and have had to wait a long time for them to e-mail me back so just call them instead. If you'd rather not call either company to see who is billing you for your calls just log into their web sites and check your call details.

April2

Lisa_H wrote:

I wouldn't e-mail One Tel if I were you, I'm with them and have had to wait a long time for them to e-mail me back so just call them instead. If you'd rather not call either company to see who is billing you for your calls just log into their web sites and check your call details.

That won't be possible with OneTel if brummiebabe doesn't have an A/C number.

It would be possible to login with BT though - just using the A/C details from the last bill.

Lisa_H

April2 wrote:

That won't be possible with OneTel if brummiebabe doesn't have an A/C number.

It would be possible to login with BT though - just using the A/C details from the last bill.

If she cant log into One Tel then she will know for sure she isnt making the calls via them

April2

Lisa_H wrote:

If she cant log into One Tel then she will know for sure she isnt making the calls via them

I can't log into OneTel because I've lost my account number. Does that mean I'm not making my calls with them?

Lisa_H

In order to log into OneTel you need your home phone number and password, if you cant remember your password there is a section for 'forgotten password'. What I'm saying is, if there is an account set up with them and you have up your password etc you can check your calls on line.

April2

Lisa_H wrote:

In order to log into OneTel you need your home phone number and password, if you cant remember your password there is a section for 'forgotten password'. What I'm saying is, if there is an account set up with them and you have up your password etc you can check your calls on line.

Apologies. I didn't know about the OR Your Onetel Registered Telephone Number bit - now I can login again!

ginger_nuts

brummiebabe wrote:

Thought my fellow MSEs may be able to help.

Around 2 months ago, I signed up for One Tel. I did sign the contract etc and was advised that I would hear from them in 2-3 weeks re: the switch from BT and that BT would send me a final bill.

However, this never happened and, due to personal circumstances, I forgot all about it.

Tonight, a customer service rep from One Tel contacted me as my 'phone provider' for a short survey! I advised the rep that I had heard nothing from either them or BT and, appearing v. shocked, she said she would put a note that I had not heard anything.

I've just e-mailed them through their website to try and gain clarification, but am concerned that I will be paying twice (ie BT and One Tel!) I know that my line rental still goes through BT and that I will continue to pay this by D. Debit but I'm not sure re call charges!

Has anyone else experienced this or does anyone have any advice as to what I should do next????

I used onetel for a short time before BT together came in .They gave me a connection date ,and when the big day arrived I got a letter from onetel to say my account had been disconnected as this is what I had asked them to do .I hadnt asked them to disconnect my account . I found one tel's customer service to be really bad .When my parents tried to sign up to Talk Talk ,BT told Talk Talk the post code didnt match the address .they had lived there 21 years and never had a problem with the postcode ,I was told by Talk talk this is a BT scam to discourage people moving .

bbb_uk

ginger_nuts wrote:

...I was told by Talk talk this is a BT scam to discourage people moving .

That is true. OfCOM received loads of complaints about this. It wasn't just BT though, a few other companies that offered CPS services were signing people up without that person realising.

All this is now meant to have changed and OfCOM have come out with guidelines now and BT and other providers can't just transfer you. Whenever you decide to move to another call providers via CPS then this company has to write a letter and so do BT informing you of the date of transfer. These letters are generally given in advance of your 'move over' date so if you weren't aware of it then you can call BT and ask them to stop the transfer.