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What is ToucanTalk?
ToucanTalk is the name for a range of consumer phone services, powered by major global telecoms provider Tiscali. Tiscali UK is positioned within the UK market as the 3rd largest DSL broadband provider, so you know you're dealing with an established company. We're now offering our residential customers the chance to access our high quality telecoms services at extremely competitive rates.
How can your prices be so much lower than BT's?
As one of the most significant players in the wholesale telecom market, we have access to the best rates available. By passing these cost savings onto our customers, we ensure you never pay more than you need to.
Are there any hidden extras?
With Toucan, there is no catch. Our charges are all you have to pay. There's no fee for joining or leaving the service. All you pay for is the calls you make. So unlike many other companies, when we say a call costs 2p per minute, it really does.
Do I need to have a BT phone line to use ToucanTalk?
Yes, unfortunately the offer is not yet available to cable customers.
How many phone numbers can I register with ToucanTalk?
You can register as many BT phone numbers as you like with our standard pay-as-you-go plans. With our All-You-Can fixed price plans, it's one number per plan (of course, you can have as many plans as you like).
How long does it take to register with the service?
We aim to get you 'live' within a three-week period. And we'll keep you informed every step of the way, so you always know where you are.
Is there a minimum monthly call-spend?
No, you can spend as little or as much as you like. And if you want to change price plans any time, that's fine too.
When I dial 1471, then press 3 to call the other party back, does that call go via Toucan or BT?
The call is routed via Toucan.
How do reverse-charge calls work with ToucanTalk?
The operator doesn't know what service the called customer has. The reverse charge will be billed by BT and appear on your BT bill.
If a customer calls the operator and they forward the call on, how does the billing work?
Calls via the operator don't go via Toucan, since the operator set up the call. The cost of the call will be on your next BT bill.
If a customer uses BT's Choose To Refuse service, will ToucanTalk work with that line?
Yes, this is an incoming service and is unaffected by the ToucanTalk service.
If a customer has BT's Anonymous Call Rejection service, will ToucanTalk work with that line?
Yes, this is an incoming service and is unaffected by ToucanTalk.
If a customer has BT Answer 1571 or BT Call Minder, will using ToucanTalk work with these lines?
Yes, ToucanTalk is compatible with both these BT services.
What about my line rental?
ToucanTalk includes your line rental. So you can enjoy the convenience of receiving your line rental and call charges, all on the same Toucan bill, with no set up charges or changes to your phone line and number.
Can I override my ToucanTalk service once my telephone has been diverted to Toucan?
Yes, you can use BT at any time by dialing 1280 before the number you want to dial. BT will charge you for these calls.
Can I call emergency services?
Absolutely. BT will continue to provide this service for you.
Can I still use another provider from my phone?
You can always use a prefix code from another company — but with ToucanTalk rates this low, you won't need to!
I don't make many international calls. Will you still save me money?
At Toucan, our aim is to save you money across your whole bill — not just on international calls, but on local, national and mobile calls too, putting more pounds back in your pocket.
Can businesses sign up for Toucan?
Unfortunately not, at this point in time — all our existing price plans are for residential users only. But keep your eye on the Toucan website for news in the not-too-distant future!
How do I know the service will work?
As part of IDT, you can be sure of the highest quality service. However, you have the security of knowing you can still access BT quite simply should you ever need to.
What do I do if I change my mind?
When you register for Toucan, you'll have a 7 day cooling-off period during which you can cancel the service with immediate effect, simply by calling Toucan's Customer Service. After 7 days your service goes live.
I want to pay by cheque. Why do I have to pay an extra £2?
At Toucan, we ensure our prices remain extremely competitive by providing the most efficient service. Direct Debit, as well as being easier for the customer, is a cheaper payment to collect. To reflect this, we must pass on part of the cost of those choosing to pay by cheque.
Can I keep my Internet dial-up account?
Yes — All ToucanTalk call plans are fully compatible with standard ISP internet access packages. Although check the Toucan website for details of our own broadband and dial-up offerings.
Can I switch call plans?
Of course — any time you want! Just call us on 0800-0613-615 or email us at help@toucan.com to let us know what call plan you want to switch to, and we'll do it there and then. And unlike some other providers, you won't have to wait till next month for the change to take effect — with Toucan, it will be in place the next working day!
What is my "BT postcode"?
Sometimes, the BT postcode differs from the postcode used to deliver your mail. Without your actual BT postcode, we can't process your application. You'll need to have your BT bill to hand, to check it.
Where can I find a copy of your Terms & Conditions?
You can view the Terms & Conditions here.
Why do you bar calls to Premium Rate Numbers?
Many customers have asked us to bar all Premium Rate Numbers on their phones, as they were concerned about running up excessive bills. (A Premium Rate Number is any number starting "09"). At Toucan, we strive to help customers keep their phone bills down. So to simplify the situation, avoid any confusion and to help you keep your phone bills lower, we now bar calls to Premium Rate Numbers for all our customers.
If you'd like access to Premium Rate Numbers reinstated on your phone, simply call Customer Services on 0800-0613-615 and ask to have call-barring lifted. Or you can e-mail us at help@toucan.com with "Call-barring" as the subject. Please make sure you include your name, phone number and account number in the e-mail, together with your instructions.
What happens to my Back-to-Base alarm system?
Back-to-base alarm systems often dial Premium Rate Numbers from your phone to report incidents to the company monitoring your system. Since by default Toucan bars calls to Premium Rate Numbers, Back-to-Base systems may not work properly. There are two simple solutions: Either ask Toucan to reinstate access to ALL Premium Rate Numbers from your phone. (See above under "Why do you bar calls to Premium Rate Numbers?")
Or ask your Back-to-Base provider to install an override code on your system, to have its calls routed over BT rather than Toucan (some providers may charge you for this service).
Why do you charge an additional £1 for paper billing?
To keep costs down, the default bill delivery method at Toucan is online. In this way we're able to keep overheads to a minimum and pass on the resulting savings to our customers. If you prefer to receive your bill on paper, that's fine — however, we do have to apply a small charge of £1 a month to cover the additional administration. Whichever way you choose, there's still no charge for full itemisation.
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What are the charges for an engineer to repair a fault on my telephone line?
Engineering Charges
Charges relating to fault repairs
A Visit charge is raised where an engineer attends a customer's premises to find that there is no fault on the line, A visit charge will be applied if the Toucan Line rental service was damaged by someone at the customer's premises, or due to theft, loss or removal of equipment or in the case of equipment owned by the customer or leased by the customer from a third party, for e.g. if the customer cut's the line leading into the premises by mistake customer will be liable for such damage and charges.
A visit charge covers the cost of the engineer attending the customer's premises only; even if an item of plug-in apparatus is delivered.
A further charge is added to cover the time spent by the engineer locating and repairing faults, this is the Time related charges.
Items of small stores (equipment) will be charged separately, utilising the standard stores where appropriate. Non standard items will be charged on a per occasion basis.
Break down of charges
| Type of Repair |
|
Normal working day |
All other times except Sundays and Public / Bank Holidays |
Sundays and Public / Bank Holidays |
| £ Ex Vat |
£ Ex Vat |
£ Ex Vat |
| Call-outs to repair faults unless specifically mentioned below network, cabling, dropwire or underground feeds within a customer’s curtilage including the Network Terminating point. |
Per call out |
85.00 |
110.00 |
130.00 |
| Per hour (or part) |
55.00 |
85.00 |
100.00 |
| Minimum period charged |
1hr |
1hr |
1hr |
If the engineer is able to repair the fault by unplugging a piece of equipment or wiring with no further investigation, then the call-out charge only will apply. Otherwise the hourly rate will always apply.
Standard stored Items (These items cannot be ordered separately but will only be supplied as part of the other installation or maintenance work done by engineer)
Standard Stores Item |
£ Ex Vat |
Internal Pack (For Internal
work at a normal premises) |
5.88 |
External Pack (For external
work at a normal premises) |
13.70 |
Conditions
Visit Charges will not apply if the customer cancels the appointment before the Engineer has arrived at the premises. However once the Engineer has arrived at the premises, and the customer was aware of the appointment, the Engineer may raise a Visit Charge.
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I'm with ToucanTalk Saver — what happens if I talk for more than 60 minutes?
You will be charged at an extra 1p a minute for your weekend and evening calls. In other words, you'll pay 3p for the first hour's call then a further 1p for every additional minute you speak. Example: An evening call of 67 minutes will cost you 10p: 3p + (7 x 1p) = 10p.
What is ToucanTalk Saver?
ToucanTalk Saver offers evening and weekend calls to UK landlines, costing 3p each for the first 60 minutes, and 1p a minute thereafter. Calls during the day cost 3p a minute.
Can I hang up and redial before the 60 minutes is up?
Hang up and redial as often as you like! If you redial before 60 minutes is up, you can chat to the same person for another 3p for 60 minutes, and so on, as long as you can keep going!
What's the monthly fee?
There are no monthly fees with ToucanTalk Saver - you just pay for the calls you make.
Is there a contract?
There are no long-term contracts with any of our ToucanTalk call plans, including Saver. You can leave or switch to another ToucanTalk call plan whenever you like. With Toucan Line Rental, you can select our standard plan at only £8.99 a month for 12 months, or choose £9.99 a month for our “no fixed term” line rental option.
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What do I need to do if I am moving from my current address and want to transfer my Toucan phone/Broadband services?
Please contact the Toucan Moving House Team on 0871 221 2210
Do I have to contact BT?
If your line rental is with Toucan you do not have to call BT. Toucan will arrange for the activation of a line at your new address. Alternatively if your line rental is with another provider then you will need to contact them to arrange the activation of the line. Once this is arranged then please contact Toucan and provide us with the activation date and new telephone number if applicable.
Are there any costs involved in Moving House?
There are costs involved in moving address. Dependent on the telephone line available at the new address it will cost either:-
£30.50 (Excl.VAT) or
£88.00 (Excl. VAT)
These charges are for the activation of your line in your new residence and also depending on whether an engineer is required at the exchange or at the property. You will only be charged one of these charges depending on the work carried out.
How will I know if an engineer is coming out?
The House Move team will advise you in advance if the engineer requires property access.
How long does the process take to activate a line?
The House Moving team will log your request with BT. Within 24-72 hours BT will reply to confirm the line activation date and also they will confirm if an engineer visit is required. The average activation time of a line is 14 days. This time can be reduced but this is dependent on the telephone line available at the new address. The timescales can also increase dependent on the location and availability of telephone line at the address you are planning to move to.
I don't have line rental with Toucan and I just want to transfer my Broadband. What do I have to do?
We would need the new telephone number if applicable. If you are getting a new number it will take 10 working days to activate the Broadband in your new residence. If you intend on keeping the same number then it will take 20 working days to activate the Broadband as it will take 20 working days to cancel the Broadband from the line and then re-activate the service. The set up of Broadband can only begin when the line is active.
Do I have to pay to transfer my Broadband to my new address?
You can transfer the Broadband to your new address and have 3 options available as follows:-
- - Enter into a new 12/18 month contract with no cost involved.
- - If you want to retain your existing contract from the old to the new address then a £50.00 (Inc VAT) administrative charge will be applied.
- - If you are out of contract you will be entered into a new 12/18 month contract without any charge. This option is only applicable when you confirm this is what you want.
What happens to the Broadband at my old address?
Toucan will remove the Broadband service from the line. As such if you are using Toucan Web mail then you need to ensure that you archive all emails as once the service is cancelled the emails will be lost.
I am an existing Toucan customer but not for line rental. I want you to activate the line at my new address. Can you do this?
Yes, Toucan can activate a line for you. This has a standard charge of £88.00p Ex VAT. Toucan will always try to get the best option available for you so this charge may reduce to £30.50p Ex VAT.
I want a second line installed in my existing property. Can you arrange this?
Yes, we can have a line installed at your current address. This will involve an engineer visit and carries a cost of £88.00 (Excl VAT). This cost includes the installation of the line and 1 socket.
I want to change my number due to nuisance calls. What do I do?
If your line rental is with Toucan we will arrange to have your line renumbered. This has a cost of £30.50p (Excl VAT). If you want to select the number (dependant on availability) there is an added charge of £10.50p (Excl. VAT). The timescale to renumber is 5 days on average.
There are 5 sockets in the property. Will BT activate all 5 for me?
No. Only the main socket will be activated. If you require additional sockets activating then you will need to advise of this prior to the order been placed. This may lead to additional costs. It is also important that you check the location of the main socket. In many properties the main socket may be located in a Bedroom or in an awkward position. We can arrange to have this moved for you at an additional cost.
There is an active line in my new address. Why do you have to send an engineer out to reactivate another line?
In some cases there may be an active line in the property; however this line may be
active with a cable company (Virgin/NTL/Telewest).
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At Toucan, we're committed to providing you with exceptional customer service. However, and despite our best endeavours, sometimes things go wrong. We want to know when that happens, so we can put them right as quickly as possible. We've outlined our customer complaints procedure below, to give you all the information you need on how to contact us if you have a complaint.
In the first instance, whether your complaint is related to sales, billing, provision or general matters, please call us free on 0800-0613-615, 8am-9pm Monday to Friday and 9am-5pm Weekends. Our Customer Service Advisors will do their best to solve the problem while you're on the line.
Protecting your privacy
We collect and hold a lot of information about our customers. For example: your name, where you live, what services you use, who is responsible for paying your bill and how it's settled. We'll use some of this information to confirm we're speaking to the right person when you call. So, if you'd like a friend or relative to make a complaint on your behalf, please ensure they're familiar with this information. Alternatively, you can simply let us know yourself that someone else will be pursuing a complaint on your behalf.
If you're not satisfied
If you're not happy with the way your complaint has been handled, the first thing to do is to ask to be transferred to a Customer Services Team Manager. He or she will review your complaint and work with you to try to resolve the issue. If, after discussing it with a manager, you still feel we haven't dealt with your complaint adequately, please ask to have your case reviewed by a Senior Manager.
You can also submit a complaint in writing to:
TOUCAN RESIDENTIAL, PO Box 14504 Birmingham B46 9BE.
Or you can send it via email to help@toucantele.com
What we'll do to help
Our aim is to resolve the problem to your complete satisfaction. Our Customer Services advisors will try to do this as swiftly as possible, preferably during your phone call, although billing queries may take a little longer to resolve. If we can't solve the problem with you over the phone, we'll agree a callback time or other course of action with you.
Taking further action
Obviously, we hope it won't come to this but, if you're still unhappy after contacting a Senior Manager within the Toucan Customer Services Department, you have the right to refer your complaint to the telephone ombudsman, Otelo.
Otelo — the Ombudsman Service for our customers
Otelo (the Office of the Telecommunications Ombudsman) is approved by Ofcom to provide a free and totally independent dispute-resolution process for those customers who remain dissatisfied with the result of their complaint. Otelo will ask you for a full account of the matter and contact us for our side of the story. They will then make a final decision and let you know the outcome.
You can contact Otelo by post, fax or email:
Office of the Telecommunications Ombudsman (Otelo)
Wilderspool Park,
Greenall's Avenue,
Warrington WA4 6HL
Phone: 0845 050 1614
Fax: 0845 050 1615
Textphone: 0845 051 1513
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
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