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What is ToucanTalk?
ToucanTalk is the name for a range of consumer phone services, powered by major global telecoms provider IDT. IDT has been in the telecoms business since 1990 and in Europe since 1998, 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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