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Improving
your choice 
The UK has a
very competitive market in telecommunications.
You may already
have a choice of who supplies a phone line to your home.
If you have
a BT line, you can also make calls using one of the many other phone
companies. You can do this by either:
- dialling
a short code (or sometimes a freephone number) before you dial
the number you want; or
- having an
adaptor plugged in between the socket and your phone. The adaptor
means you don’t have to dial a different number.
If you have
a residential or business BT line you are now able to use other
providers more easily. You will not have to dial any extra numbers
or use an adaptor. This is called ‘Carrier Pre-Selection’ (CPS).
This leaflet
explains the changes and what CPS means for you if you have a BT
line. We have produced it together with consumer groups and telecommunications
operators.
What if BT
doesn’t provide my phone service?
Kingston Communications
is currently the only other company that has to let its competitors
provide CPS (and only to its customers in the Hull area - therefore
please note that any reference to BT in this document can also apply
to Kingston in the Hull area). Other companies, such as cable TV
companies and mobile-phone companies, can choose whether to offer
you CPS, although call types and combinations of calls may be different.
If you are thinking of switching from BT, you may want to check
whether your new supplier offers CPS, and in what form.
How could
I benefit from CPS?
CPS means you
can choose services from different phone companies using your existing
BT line. As a result, you may pay less for your phone calls. Even
if you have a BT and are already using services from other companies,
CPS may be a more convenient way of doing this. CPS should also
make the market for telecoms services more competitive, which should
help to cut prices.
What types
of call can I make using CPS?
There are four
options for the types of call you can make using CPS (although some
companies might not offer all four options). The four options are:
- international
calls;
- national
calls;
- international
and national calls; and
- ‘all calls’
‘International
calls’ means calls to the Republic of Ireland and overseas.
‘National’ calls
means calls to UK national numbers: this does not include calls
to mobile numbers, local calls or calls to specially-tariffed numbers
such as national rate 0870 numbers.
The ‘all calls’
option includes:
- local calls;
- national
calls;
- international
calls;
- calls to
mobile phones;
- specially
tariffed calls (for example, freephone, local rate, national rate
and premium rate);
- personal
numbers; and
- paging.
You can choose
to have one provider for national calls and another for international
calls. You can also choose to have the same provider for both.
However, you
cannot split the ‘all calls’ option. If you choose the ‘all calls’
option, you will only be able to use it with one provider. For example,
you will not be able to use one provider for calls to mobile phones
and another for national calls.
Certain types
of call are not included within CPS, no matter which option you
choose. These are calls to emergency numbers, operator assistance,
directory enquiries and number ranges used for flat-rate Internet
access – those starting with 0844 04 or 0808 99. However, you will
still have access to these services as you do now - they will appear
on your BT bill rather than your CPS provider's bill.
Do I have
to make every call using my CPS provider?
No, you will
be able to use any other provider with whom you have arranged services
(including BT) by dialling extra digits before the phone number
you want to call. (This is called an 'over-ride' or 'indirect access'
code.) For example, you may want to use a CPS provider for most
international calls but use another provider just for calls to a
particular country.
Will I need
any new phone lines or equipment?
BT will still
own, run and send you bills for your phone line. Your phone number
will not change. However, you will get a separate bill for call
charges from each different call provider that you use.
If you have
more than one phone number and line, you can choose different CPS
options for each line. However, all extensions on the same line
must have the same CPS option.
If I have
CPS, how will the other services that I receive from my current
provider change?
How existing
services such as call barring, call diversion and discount schemes
are affected depends on what the different companies offer. You
may lose some services but gain others. For more information, check
any leaflets or contracts, or talk to the companies concerned before
you sign up.
You should be
aware that if you want to have call barring, you will need to order
it from each provider that you use. This is because providers cannot
bar calls on other companies' networks. For example, if you have
a BT line with call barring in place for calls to premium-rate numbers,
and you use another provider with the ‘all calls’ option, the call
barring will only work on calls to premium-rate numbers you make
using BT. If you called a premium-rate number using your other provider,
(as would ordinarily be the case if you had selected the ‘all calls’
option) the BT call barring would not work. So you would need to
arrange call barring to premium-rate numbers with your other provider.
On the other
hand, if you already use CPS but want to use one of these schemes
instead, you will have to cancel the CPS service.
Also, if you
want to change other services you receive (for example by adding
new lines), you will need to find out how the CPS service will be
affected.
What happens
if I have a burglar or personal alarm that uses the telephone?
If you are considering
using CPS on a line intended for a burglar or other type of alarm
service, it is strongly recommended that you check with your chosen
CPS provider that they will carry these types of calls in the event
of an emergency. (You should note that CPS will make no difference
to the existing 999 emergency services number.)
Do I have
to make a choice?
It's up to you.
If you do nothing, your current service (including any ‘indirect
access’ services) will not change.
How will
I get CPS?
To receive CPS
you will need to get in touch with a CPS provider. You may need
to return a written contract, alternatively you might be able to
enter into a contract on the Internet or over the telephone.
The CPS options
available to you for each phone number are:
- CPS for all
international calls;
- CPS for all
national calls;
- CPS for all
international and for all national calls calls; or
- CPS for ‘all
calls’.
You will be
able to choose the same or different companies for national and
international calls. You cannot use the ‘all calls’ option with
the other options.
What about
hard selling?
Telephone and
door-to-door sales people, who may be working on commission, can
be very persuasive. You should think very carefully before either
signing something on the spot or agreeing to take a service over
the telephone.
Before CPS can
be set up on your telephone line you will have a 14-day cooling
off period. During this cooling-off period you should receive 2
letters; one from your existing telephone service provider and one
from your new service provider. Both these letters will explain
your options to you and will include contact details if you need
to query the changes. If you want to cancel the CPS service you
will be able to do so by contacting either your new or existing
service provider.
What happens
if I suddenly get a bill for telephone calls from a company I have
never heard of?
First of all
you should make sure that no one else in your house hold has signed
up for the service.
You should also
remember that you can over-ride a CPS service at any point by dialling
an over-ride code. You should then follow the guidance given below
on changing your provider or service.
How can I
change my provider or service later?
If you then
want to change your provider, contact the company of your choice.
They will do this in the same way CPS was set up in the first place.
This will also apply if you decide to change your service back to
BT. If you are changing your provider, your current provider will
be told of the change automatically.
If you want
to change your call options, your CPS provider will also do this
in the same way CPS was set up in the first place. If you choose
an option that cannot be used with your existing service, your new
request will cancel the old arrangements. This means in particular
that if you have ‘all calls’ CPS and decide to change national or
international calls to another provider, the other call types in
the ‘all calls’ package will go back to being provided by BT.
What if I
change my mind before the CPS service begins?
If you change
your mind after you have entered into the contract, you will still
have a 14- day ‘cooling-off’ period to change your mind. To prevent
them setting up the CPS service, you can contact the CPS provider
and cancel the order in this 14-day period. If you decide to choose
a different provider while you are waiting for your first choice
to set up CPS, you must cancel the first request within 14 days.
This cooling-off
period applies to both the new CPS service and any later changes.
What does
it mean when I sign the contract?
And, can
I end a contract after I have signed it?
The contract
is legally binding. Some contracts may be for a minimum period.
Remember that a contract need not be in writing - however, in all
cases you should be offered the terms and conditions in writing.
The length of the contract and your rights to end it may differ
from company to company. Always check the terms and conditions of
the contract carefully and be sure you know what you are signing
up for. If necessary, speak to the company before signing. Keep
a record of anything you sign and a note of your rights to end the
contract.
Remember, though,
you will still be able to make calls through other companies (including
BT) that you have agreements with. You will just need to dial extra
digits before you dial the phone number.
What will
it cost?
Before you agree
to the CPS service, the companies must tell you how much they charge,
how often they will send you bills and how you can pay. They will
give you free itemised bills (unless you tell them not to). If you
ask them, they should also explain what will happen if you do not
pay your bills and what help they can give you if you have difficulties
paying your bills.
What if the
provider ends the CPS service?
If your CPS
provider decides to stop the service, it should still keep to its
contract with you, for example by giving you notice of when they
will end the service. Your contract should tell you when the provider
could end the service.
If your CPS
provider goes out of business, you will still be able to make calls
using an over-ride code until you choose another provider. If your
provider is taken over or merges with another company, your CPS
service will probably not change.
What if I
change my address?
If you change
your address and you want to keep CPS, you will need to contact
your CPS call provider and follow the same process that you used
to set up the service originally.
What if I
change my address and phone number?
As with a change
of address, you will need to contact your CPS call provider and
follow the same process that you used to set up the service originally.
What if I
only change my phone number?
If you are just
changing your phone number, but not your address or CPS options,
you can keep the CPS service without going through the original
setting-up process again. You will need to contact your CPS provider
to ask them to move the CPS service to your new number.
What if I
have a problem?
If you have
problems making a call, contact the company that provides that call
type. They should be able to solve the problem. Before the problem
is solved, you can use any other provider with whom you have an
arrangement. You will just need to dial a short code before the
phone number.
If you have
a complaint, it is best to contact your provider. If you are not
happy with the response, you can contact us (if you are in England,
Scotland or Wales) or, if you are in Northern Ireland, the Northern
Ireland Advisory Committee on Telecommunications (NIACT).
How can I
compare companies?
When deciding
whether to change providers, it makes sense to compare the different
prices and services. The following are some questions you might
want to think about.
- How much
will different call types cost?
- Will there
be discounts, or different prices for different times and days
of the week?
- How will
they work out call charges, for example, each second, each minute
or each part-minute?
- How often
will I get bills or statements?
- How can I
pay?
- Will there
be any connection or disconnection fees?
- What sort
of contract is it and, if it is fixed-term, how long will it last?
- What arrangements
and penalties are there for ending the contract?
- What if I
have trouble paying my bills?
- What other
phone services or benefits will I gain or lose by changing providers?
- When and
how can I contact your customer services department?
If you are thinking
about getting CPS, it may be helpful to check your old bills to
see what call types you make most often, and so which package of
prices is best for you.
For more
information
We cannot recommend
which company you should choose, but we can give you more information
and advice on phone services in the UK and what CPS means for you.
The Oftel website has a list of those providers currently offering
CPS at
www.oftel.gov.uk/ind_groups/op_policy/cpscgm/index.htm.
(This list only refers to
those providers who have said they want to be listed on the Oftel
website.)
If you need
any help, please contact us on 0845 714 5000 (local rate) or write
to:
Consumer Representation
Section
Oftel
50 Ludgate Hill
London
EC4M 7JJ.
Consumers in
Northern Ireland can write to the Northern Ireland Advisory Committee
on Telecommunications at:
NIACT, Chamber
of Commerce House
22 Great Victoria
Street
Belfast BT2
7QA.
E-mail: advice@oftel.gov.uk
Textphone: Oftel's
textphone number is 020 7634 5370.
You can reproduce
this publication (but not the Oftel logo) free of charge as long
as you do this accurately and do not use it in a misleading way.
You must say that the material is 'Crown copyright' and clearly
state the title of the publication.
You
can also find this publication on our website at http://www.oftel.gov.uk.
Please note that there may be a more up-to-date version of this
document.
If
you have any questions about this publication, send them to Alex
Campbell at Oftel by e-mail to alex.campbell@oftel.gov.uk, or phone
020 7634 8700.
Crown
copyright 2002
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