tariff guide - the Utility Warehouse

96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 1
the
Utility Warehouse
Discount Club
Tariff guide
November 2013
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 2
Home Phone and Broadband
All call prices shown are in pence per minute; chargeable calls are subject to a call set-up fee of 14.8p
Fixed Monthly Charges
Internet
Standard residential line rental
£14.90
Service fee (where we are not providing line rental)
£3
Broadband
Standard
Gold Talk
Call Types
Peak
Off-Peak
Peak
Off-Peak
Club members (landlines)
FREE
FREE
FREE
FREE
Club members (mobiles)
FREE
FREE
FREE
FREE
8p
FREE
4p
FREE
10p
5p
5p
2.5p
UK mobile numbers
Monthly
charge
Speed
(up to)
Inclusive
data
None
£6.99
16 Meg
Unlimited
Standard (main LLU network)
UK Calls
UK local/national numbers
(01, 02, 03, 0845 and 0870)
Minimum
contract
(i) Prices shown in Gold shaded box above apply to customers taking Home Phone, Broadband and Mobile services from us,
or who had joined with Gold Status prior to 8 November 2013.
(ii) Peak rate applies from 7am to 7pm Monday to Friday for calls to UK local/national numbers (01, 02, 03, 0845 and 0870),
and from 7am to 7pm Monday to Sunday for calls to UK mobiles.
(iii) Calls to UK non-mobile numbers beginning ‘07’ are charged at between 1p and 50p per minute depending on the time of
call and type of service. For full details of our prices for all other call types and destinations, please refer to our website.
(iv) Free calls are subject to a maximum duration of 75 minutes (1.5p per minute thereafter).
Calls to Directory Enquiry numbers
The cheapest directory enquiry service available is 118 383 which costs just 40p per minute;
other directory enquiry services (such as 118 118, 118 212 or 118 247) typically cost
between £1.50 - £3.50 per call. As these can change at short notice, the latest pricing for
all directory enquiry services is shown on our website.
Peak Saver
Provides free calls at any time of day to UK landline numbers
beginning 01, 02, 03, 0845 and 0870.
£19.99
76 Meg
Unlimited
Standard (extended BT network)
£16.99
16 Meg
100GB
None
(i) To use any of our Standard broadband services, the monthly line rental on your Home Phone service must be billed by us.
(ii) Standard Ultra is currently available to around 50% of the UK (which is expected to increase to 65% by Spring 2014), and
will require one of our engineers to visit your home. You will need a compatible n-range router to use this service. Our
Standard (main LLU) broadband service must be installed and working before we can process an order to upgrade to
Standard Ultra. Standard Ultra is effectively a speed upgrade to our Standard (main LLU) broadband service for an
additional £13 per month, making a total price of £19.99 per month as shown above, with a £30 one-off connection charge.
(iii) The speeds shown above are subject to availability at your local exchange; we will provide the best speed available for
your line up to the maximum for the service you have chosen.
(iv) A free 4-port n-range wireless router is available on request subject to a postage and packing charge of £5.99 which will
be shown on your first monthly bill; if we have provided a free router and your broadband service is disconnected for any
reason within the first 12 months, you must pay us the cost of the router we provided (£20).
(v) A termination fee of £10 is payable if your broadband service is disconnected for any reason or transferred to another
provider at any time; this is in addition to any early termination charges payable relating to cancellation of Standard Ultra
during the minimum contract term.
Value Calling Features (per month)
Caller Display Shows the telephone number of the person calling you
£1.50
Call Waiting Lets you know if someone is holding for you
£1.50
Call Diversion† Diverts incoming calls to another number
£1.50
Choose to Refuse Prevents unwanted callers from getting through
£1.50
Ring Back† Automatically connects you to engaged numbers
when they finish their call
£1.50
Reminder Call Lets you use your phone as an alarm clock
£1.50
£1.50
3-Way Calling† Allows three people to take part in the same call
£1.50
Call Minder Our standard voicemail service (similar to BT 1571)
£1.50
£5.50
Call Minder Plus Our enhanced voicemail service with remote access
and the ability to record a personalised message
£2.75
Call Discount Options (per month)
International Saver
Calls to 50 international destinations at just 1p per minute,
plus substantial discounts to all other countries.
Standard Ultra (with fibre speed boost) 18 months
†Additional
call charges apply when using these services.
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 3
Home Phone - International Calls
Prices shown are in pence per minute and subject to a call set-up fee of 14.8p
Country
INTERNATIONAL
SAVER
HOME PHONE
SERVICE
Country
INTERNATIONAL
SAVER
HOME PHONE
SERVICE
Country
INTERNATIONAL
SAVER
HOME PHONE
SERVICE
Country
INTERNATIONAL
SAVER
HOME PHONE
SERVICE
Andorra
1p
25p
Ecuador
29p
35p
Latvia
33p
35p
Saudi Arabia
48p
59p
Anguilla
25p
42p
Egypt
58p
63p
Lebanon
45p
60p
Serbia
29p
35p
1p
25p
Estonia
1p
27p
Liechtenstein
11p
16p
Sierra Leone
62p
79p
59p
67p
Ethiopia
65p
75p
Lithuania
25p
32p
Singapore
1p
16p
Australia
1p
12p
Finland
1p
10p
Luxembourg
1p
12p
Slovakia
1p
22p
Austria
1p
10p
France
1p
8p
Madeira
1p
15p
Slovenia
1p
33p
Bahamas
5p
25p
Gambia
40p
50p
Malawi
35p
56p
South Africa
5p
40p
Bahrain
55p
63p
Germany
1p
10p
Malaysia
1p
20p
Spain
1p
10p
Bangladesh
10p
24p
Ghana
38p
45p
Malta
10p
21p
Spain - Balearics
9p
10p
Barbados
20p
22p
Gibraltar
1p
19p
Mauritius
30p
63p
Sri Lanka
55p
69p
Argentina
Ascension Islands
Belgium
1p
10p
Greece
1p
11p
Mexico
18p
22p
St Lucia
19p
20p
Bermuda
18p
22p
Grenada
19p
20p
Monaco
1p
18p
Sweden
1p
8p
Bosnia-Herzegovina
25p
29p
Guyana
60p
68p
Morocco
34p
35p
Switzerland
5p
8p
Botswana
25p
30p
Honduras
47p
54p
Nepal
7p
8p
Syria
55p
65p
Brazil
1p
30p
Hong Kong
1p
9p
Netherlands
1p
8p
Taiwan
Brunei
1p
47p
Hungary
1p
20p
New Zealand
1p
13p
Tanzania
1p
34p
Iceland
1p
27p
Nicaragua
50p
65p
Thailand
1p
38p
55p
65p
India
12p
24p
Nigeria
60p
62p
Trinidad & Tobago
20p
22p
Bulgaria
Cameroon
1p
25p
45p
62p
1p
9p
Indonesia
32p
55p
Norway
1p
10p
Tunisia
35p
36p
Canary Islands
12p
19p
Iran
25p
74p
Oman
62p
65p
Turkey
18p
20p
Cayman Islands
22p
38p
Iraq
70p
75p
Pakistan
12p
24p
Uganda
35p
50p
Chile
1p
20p
Ireland
1p
10p
Peru
1p
44p
Ukraine
35p
46p
China
1p
20p
Israel
1p
12p
Philippines
12p
35p
UAE
39p
48p
Colombia
1p
40p
Italy
1p
10p
Poland
1p
22p
Uruguay
49p
62p
Portugal
1p
15p
USA
1p
8p
Puerto Rico
1p
12p
Venezuela
1p
25p
Canada
1p
31p
Jamaica
18p
22p
55p
58p
Japan
1p
9p
Cyprus
5p
20p
Jordan
63p
70p
Qatar
30p
63p
Vietnam
82p
87p
Czech Republic
5p
20p
Kenya
59p
62p
Romania
20p
35p
Zambia
1p
62p
Denmark
1p
9p
1p
29p
Russia
1p
30p
Zimbabwe
35p
51p
Croatia
Cuba
Korea (South)
Calls to non-UK mobile numbers (excluding USA and Canada) will be charged at the appropriate international rate plus a surcharge of up to 36p per minute.
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 4
Mobile
Call prices shown are in pence per minute except where stated; chargeable calls are subject to a call set-up fee of 5p
Value300
Value600
Value1200
ValueMax
£7.50
£10
£12.50
£17.50
- Smartphone data (£2.50 per month)
250MB
500MB
1GB
2GB
- BlackBerry data (£5 per month)
250MB
500MB
1GB
2GB
300
600
1,200
Unlimited
Unlimited
Unlimited
Unlimited
Unlimited
Fixed monthly charges
Price plan (per month)
Optional add-ons
Inclusive monthly allowance
- Anynet minutes (incl. voicemail)
- Anynet texts
Call charges outside bundle
Top 50 International Destinations
Andorra
Denmark
Japan
Russia
Argentina
Estonia
Korea (South)
Singapore
Australia
Finland
Luxembourg
Slovakia
Austria
France
Madeira
Slovenia
Belgium
Germany
Malaysia
Spain
Brazil
Gibraltar
Monaco
Sweden
Brunei
Greece
Netherlands
Taiwan
Bulgaria
Hong Kong
New Zealand
Thailand
Canada
Hungary
Norway
USA
Local/National (01,02,03)
30p
18p
12p
Free
Chile
Iceland
Peru
Venezuela
UK mobile numbers
30p
18p
12p
Free
China
Ireland
Poland
Zambia
Voicemail retrieval (per call)
12p
12p
12p
Free
Colombia
Israel
Portugal
Croatia
Italy
Puerto Rico
Texts (SMS)
Non-UK mobiles
24p
24p
24p
24p
Picture messages to UK mobiles
24p
24p
24p
24p
Customer Services (150) (per call)
12p
12p
12p
12p
Top 50 International destinations
15p
15p
15p
15p
0800/0500/0844/0845
20p
20p
20p
20p
0870/0871
20p
20p
20p
20p
Directory enquiries (118383)
75p
75p
75p
75p
Other charges
Mobile internet (dial-up WAP)
Data (per MB) in the UK
15p
15p
15p
15p
5p/20p
5p/20p
5p/20p
5p/20p
UK data charges
• If you are paying for a data bundle and exceed your
monthly allowance, then any excess data will be charged
at 5p per MB
• If you are not paying for a data bundle, the first 75MB of
data used each month will be charged at 20p per MB with
the balance (if any) charged at 5p per MB.
(i) ‘Anynet’ means calls to any UK mobile network or UK landline number (starting 01, 02, 03) and includes voicemail retrieval. (ii) Where we have supplied you with a handset, you will need to pay a monthly handset charge (as shown in our mobile handset guide)
for the duration of your minimum contract term, in addition to the charge for your chosen price plan as shown above; thereafter your monthly payment will automatically reduce to the cost of your underlying chosen price plan. (iii) Members on ValueMax with an
optional data bundle who are also taking their Home Phone and Broadband services from us, will not be charged for excess UK data; customers using Budget Control are excluded; other terms, conditions and restrictions apply - see our full terms and conditions for
details. (iv) For details of other International call prices, roaming costs, and all other charges, please refer to our website.
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 5
Gas and Electricity
Prices shown are for payment by direct debit and do not include dual fuel discount
Gold
Value
Your
supply
region
GAS
Region ID
Daily
Standing
Charge
Unit
Rate
GAS
ELECTRICITY
General
Domestic Tariff
Daily
Standing
Charge
Unit
Rate
Double Gold
(For members with
Home Phone and Broadband)
Daily
Standing
Charge
Day
Rate
Night
Rate
Daily
Standing
Charge
Unit
Rate
GAS
ELECTRICITY
General
Domestic Tariff
Economy 7
Tariff
(For members with
Home Phone, Broadband and Mobile)
Daily
Standing
Charge
Unit
Rate
ELECTRICITY
Economy 7
Tariff
Daily
Standing
Charge
Day
Rate
General
Domestic Tariff
Night
Rate
Daily
Standing
Charge
Unit
Rate
Daily
Standing
Charge
Unit
Rate
Economy 7
Tariff
Daily
Standing
Charge
Day
Rate
Night
Rate
10
20.548 4.365
21.370 13.392 13.699 18.507 6.600
20.548
4.268
21.370 13.081 13.699 17.938 6.600
20.548 4.147
21.370 12.693 13.699 17.225 6.600
East Midlands 11
20.548 4.340
21.370 13.364 13.699 18.395 6.600
20.548
4.243
21.370 13.054 13.699 17.828 6.600
20.548 4.123
21.370 12.667 13.699 17.118 6.600
Eastern
London
12
20.548 4.441
21.370 13.623 13.699 18.652 6.600
20.548
4.343
21.370 13.308 13.699 18.079 6.600
20.548 4.219
21.370 12.914 13.699 17.363 6.600
Manweb
13
20.548 4.375
21.370 14.621 13.699 20.690 6.600
20.548
4.278
21.370 14.286 13.699 20.077 6.600
20.548 4.156
21.370 13.868 13.699 19.311 6.600
Midlands
14
20.548 4.390
21.370 13.682 13.699 18.851 6.600
20.548
4.293
21.370 13.366 13.699 18.274 6.600
20.548 4.171
21.370 12.970 13.699 17.553 6.600
Northern
15
20.548 4.335
21.370 13.618 13.699 18.931 6.600
20.548
4.239
21.370 13.303 13.699 18.353 6.600
20.548 4.118
21.370 12.909 13.699 17.629 6.600
Norweb
16
20.548 4.362
21.370 13.901 13.699 19.239 6.600
20.548
4.265
21.370 13.581 13.699 18.654 6.600
20.548 4.143
21.370 13.180 13.699 17.924 6.600
Scottish Hydro 17
20.548 4.322
21.370 14.576 13.699 21.756 6.600
20.548
4.226
21.370 14.242 13.699 21.121 6.600
20.548 4.105
21.370 13.824 13.699 20.327 6.600
Scottish Power 18
20.548 4.325
21.370 13.296 13.699 18.874 6.600
20.548
4.228
21.370 12.987 13.699 18.297 6.600
20.548 4.108
21.370 12.601 13.699 17.575 6.600
Seeboard
19
20.548 4.425
21.370 13.757 13.699 18.841 6.600
20.548
4.327
21.370 13.439 13.699 18.264 6.600
20.548 4.204
21.370 13.042 13.699 17.543 6.600
Southern
20
20.548 4.466
21.370 13.747 13.699 18.749 6.600
20.548
4.367
21.370 13.430 13.699 18.174 6.600
20.548 4.243
21.370 13.033 13.699 17.456 6.600
Swalec
21
20.548 4.382
21.370 14.211 13.699 19.563 6.600
20.548
4.285
21.370 13.884 13.699 18.972 6.600
20.548 4.163
21.370 13.475 13.699 18.233 6.600
Sweb
22
20.548 4.360
21.370 14.442 13.699 20.313 6.600
20.548
4.263
21.370 14.110 13.699 19.707 6.600
20.548 4.142
21.370 13.696 13.699 18.949 6.600
Yorkshire
23
20.548 4.329
21.370 13.472 13.699 18.507 6.600
20.548
4.233
21.370 13.160 13.699 17.937 6.600
20.548 4.112
21.370 12.770 13.699 17.224 6.600
Your supply region ID number can be found in the supply number printed on your latest
electricity bill. In this example of a supply number, the XX represents your Region ID number.
00
XX
000
0000
0000
000
000
Important notes
(i) All standing charges are shown in pence per day (ex VAT)
(ii) All Unit Rates are shown in pence per kWh (ex VAT)
(iii) For customers not paying by direct debit on all the above tariffs (but excluding prepayment meters), the unit rate is 0.296
pence per kWh (ex. VAT) higher for gas, 1.250 pence per kWh (ex. VAT) higher for General Domestic electricity, and
0.851 pence per kWh (ex. VAT) higher on both the Day & Night rates for Economy 7 electricity, than the prices shown in
the above table.
(iv) All prepayment meters are connected to our Value tariff; the unit rate charged for this type of meter is 0.367 pence per
kWh (ex. VAT) higher for gas, 1.548 pence per kWh (ex. VAT) higher for General Domestic electricity, and 1.058 pence
per kWh (ex. VAT) higher on the Day rate and 1.050 pence per kWh (ex. VAT) higher on the Night rate for Economy 7
electricity, than the prices shown in the above table.
Save an extra £26 per year
(incl. VAT) when you take
both gas and electricity from us
on all the above tariffs; this will be
shared equally between each type
of energy.
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 6
Additional Services
The Small Print
Mobile Broadband
Standard
- SIM only
- with Pocket Wireless Router
Max
- SIM only
- with Pocket Wireless Router
Monthly
charge
Speed
(up to)
Inclusive
monthly data
£9
£13
7.2 Meg
7.2 Meg
1GB
1GB
£12
£16
7.2 Meg
7.2 Meg
3GB
3GB
CallMe(0800)
Inbound Calls
Peak (per min)
Off-peak (per min)
Minimum call charge
Monthly service charge
7.5p
6.5p
2.0p
£3
Monthly spend
Discount
£100 - £249
£250 - £499
£500 - £999
£1,000+
-5%
-10%
-15%
-20%
All prices in the CallMe(0800) table immediately above are exclusive of VAT. Peak times are from 7am to 7pm Monday to Friday. Charges
are rounded up to nearest whole penny.
Internet Phone
Internet Phone is subject to a one-off connection charge of £50 (which includes up to two lines); we will
send you a special adaptor to enable you to use this service.
A monthly line rental charge applies of £2 (per line) if we are billing both your fixed line rental and
landline internet service, otherwise the monthly line rental will be £4 (per line).
All calls will be charged in accordance with our Home Phone tariff.
FreeCall app
FreeCall is subject to a one-off connection charge of £10; there is no monthly line rental, minimum
monthly call spend or minimum contract term for this service.
Calls to other Club members landline or mobile numbers being billed by us (including Freecall and
Internet Phone) are free on FreeCall. All other calls will be charged in accordance with our Home
Phone tariff, but subject to a minimum charge of 12p per call. If you choose to enable FreeCall
Voicemail, you will be charged 5p for each SMS sent to the mobile number linked to this service.
Please note that you may incur data charges if you are not using Wi-Fi to connect to this service, and
the Home Phone range of Call Discount Options (eg. Peak Saver and International Saver) are not
available on FreeCall.
(applies to all customers)
The Utility Warehouse is a discount club offering savings on a wide range of essential household
services. Membership is free of charge to all domestic consumers using our services, and provides a
wide range of benefits. Prices charged may vary depending on which (and how many) of our services
you are using, and your choice of payment methods; our Gold Talk benefits and cheapest energy
prices are only available to customers who are paying by direct debit. If you have chosen our e-billing
option, then you will be charged £1.50 each time you request a paper copy of a bill. All telephony
charges within this booklet are shown in pence per minute unless otherwise stated; minimum call and
set-up charges do not apply to ‘free’ or fixed-price calls, except where stated. If we have not received
payment of your monthly bill by the last working day of the month in which your bill is produced (or
your agreed direct debit collection date if later), a late payment or direct debit rejection fee of £6 will
be charged on your next monthly bill. We reserve the right to waive any charges at our sole discretion
at anytime. Prices include VAT at the prevailing rate and are effective from 8 December 2013 for
energy, and 1 December 2013 otherwise. VAT is applied to the ex VAT total of all charges for each
service and is mathematically rounded to the nearest penny. A full current tariff is published on our
website (www.utilitywarehouse.co.uk); in the event of any discrepancy between the prices on our
website and this booklet, the tariff shown on our website will take precedence.
More Small Print (applies to each service as shown)
Home Phone (and landline telephony provided using Internet Phone and FreeCall app)
International prices are flat rate and apply anytime, any day. Calls to the Channel Islands and the Isle
of Man are charged at 6.5p per minute between 7am and 7pm on weekdays, 3.5p per minute at all
other times, and are not included in any free or inclusive call allowances. Calls to mobile numbers are
charged at the same price irrespective of which network originally allocated the number dialled. Calls
to non-UK mobile numbers (other than numbers in Canada and North America) will be charged at the
appropriate international rate plus a surcharge of up to 36p per minute. Calls to international ISDN
data, international Premium rate or Audiotext numbers may be charged at higher rates than the
standard international call charge. Premium-rated calls made using our Home Phone service (eg.
09XXX) will be charged at BT’s standard rates. ‘Free Calls to other members’, free off-peak
local/national calls, and our Call Discount Options are not available to business users and are subject
to a maximum of 200 different numbers being called in any calendar month; any excess will be
charged at 8p per minute. If we have reason to believe a customer is using any Call Discount Option
or inclusive call allowance, partly or wholly for business purposes, for accessing the internet or for
other data services, we reserve the right to withdraw this benefit from the customer without notice.
A fair use policy applies to free calls made to 0845 or 0870 number ranges; if these limits are
exceeded then we reserve the right to charge for all 0845 or 0870 calls at 5p per minute. Free calls
do not apply to 0845 or 0870 numbers used to access other telecom networks or for dial-up internet
services. All free calls (except 0500/0800/0808) are subject to a maximum duration of 75 minutes
for any individual call, after which a charge of 1.5p per minute will apply to any excess. Chargeable
calls with a duration of less than three seconds are subject to a minimum call charge of 4.8p; the
duration of other chargeable calls is rounded up to the nearest whole minute and charged at the ‘per
minute’ rate for that type of call (taking into account the 50% discount where applicable for members
who qualify for our Gold Talk benefits), the call set-up fee of 14.8p is then added, and then the ex
VAT price of each call is rounded up to the nearest whole penny. If your line rental service is
transferred to us from BT, you will be charged at our published rates for any Value Calling Features
we provide, whether previously provided by BT as a Select Service or specifically requested from us;
these will be invoiced by us on your monthly bill in accordance with our published tariff. A monthly
service fee of £3 and a minimum monthly call spend of £4 applies to each landline number
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 7
More Small Print (continued)
connected to our service (excludes Internet Phone and FreeCall numbers) unless we are billing the line
rental to you. All Call Discount Options are charged per line. Any non-standard residential fixed
telephone lines will be charged at BT standard retail prices less a 5% discount.
Mobile (includes Mobile Broadband)
You can call our customer service team by dialling 150 using your handset; while roaming, calls to
150 are charged at standard roaming rates for the country you are in. The duration of each call is
rounded up to the nearest whole minute and deducted from any inclusive call allowance or charged
at the ‘per minute’ rate for that type of call, as applicable, then the ex VAT price of each chargeable
call is subject to a set-up fee of 5p and rounded up to the nearest whole penny. Any inclusive
allowance remaining at the end of a month is lost and does not ‘roll over’ to the subsequent month;
occasionally, for technical reasons beyond our control, a call that is made very close to the end of a
billing period may be included in your inclusive calls allowance for the following billing period. Texts
sent while roaming are chargeable at international SMS rates. For customers who have selected our
Budget Control option, international calls will be charged on your monthly bill; all SIM cards are
supplied with an international and roaming call bar for your protection which can be lifted on
request, however we reserve the right to require a deposit where you have not yet established a
satisfactory payment history with us. Inclusive free texts only applies to text messages sent while you
are within the UK to other UK mobiles and is subject to you not sending text messages to more than
200 different numbers during any calendar month; if you exceed this limit we reserve the right to
charge individually for each text you have sent at a price of 4p per text message. Budget Control is
not available on BlackBerry handsets. BlackBerry optional data add-on can only be used for the
BlackBerry browser and email data accessed directly on approved BlackBerry handsets within the
UK; any other data (for example when using your BlackBerry as a laptop modem) will be charged at
5p per MB within the UK. Any data used while roaming will cost from £1.20 per MB dependent on
the country in which it is being used, rounded up to the nearest whole MB. We reserve the right to
restrict download speeds and access to data intensive activities for members on ValueMax with Gold
Talk who are not being charged for any excess data they use over the standard 2GB monthly
allowance. You will not be charged for calls diverted to your voicemail, or to set up or cancel the call
divert facility, except while roaming. International calls are subject to a call set-up charge of 10p.
Calls to non-UK mobile numbers are subject to a surcharge of up to 36p per minute on our
international landline call charges. Except where explicitly stated, charges and inclusive allowances
exclude calls made or texts sent: (i) to non-UK numbers or (ii) to premium rate numbers in the UK (eg.
09xxx) or (iii) while roaming or (iv) to Call Access numbers or (v) Data Calls. Calls to premium-rate
(eg. 09xxx) or personal (eg. 070xx) numbers will be charged at the applicable tariff for the type of
call made, which will include an uplift on the equivalent BT cost of calls to that service from a
landline phone. Prices for other calls, premium and international text services and directory enquiry
services are available on request. If we agree to transfer you to a different price plan, then the new
price plan will become effective (at your option) on the 1st of the month following the date on which
we process your request, or the 1st of the month preceding the date on which we process your
request. There is no charge for switching between price plans, although you may only request one
price plan change in any consecutive six-monthly period. You will be charged for each call on the
network that provided the service, even if this was not your intended Communications Provider; to
prevent this from happening, you should turn off ‘automatic network selection’ on your handset and
manually select the preferred network - this is particularly important in areas close to national borders
(where calls may be charged as if you were roaming) and when travelling outside the UK. A call
ends when: (i) you end the call on your device; or (ii) 16 seconds after your calling device loses
signal for any reason (note: we continue to maintain the call in case your device re-establishes a
signal with our network within this period); or (iii) you do not end the call on your device, up to 30
seconds after the last third party you were connected to has ended their call. Replacement SIM cards
(if required) will be charged at £5 each. All claims under our Mobile Phone Protection Scheme are
subject to an excess. If we have supplied you with a handset on any of our price plans it will be
subject to a 24 month minimum contract term, and you will have to pay an early termination fee if,
before the expiry of the minimum contract term: (i) the service is disconnected for any reason; or
(ii) you ask us to port your number to an alternative provider; or (iii) you lose the handset we have
provided and wish to terminate the service rather than sourcing an alternative handset to use in its
place; please refer to our terms and conditions for details on how early termination fees are
calculated. Our Mobile service is subject to 30 days’ notice, in addition to the minimum contract term
which applies where we have supplied a handset; if you give us notice and subsequently port your
number to another provider, then you will need to pay us your fixed monthly charges for the
remainder of the notice period.
On our Mobile Broadband tariffs (i) early termination fees apply if we have provided a Pocket
Wireless Router, calculated in the same way as for mobile handsets supplied by us; the monthly
charge for a Pocket Wireless Router is £4; (ii) any data used in excess of your inclusive allowance
will be charged at 1.5p per MB within the UK; (iii) any overseas data used will cost from £1.20 per
MB dependent on the country in which it is being used, rounded up to the nearest whole MB (see
website for details).
Broadband
Only one free wireless router will be provided to any fixed line broadband customer. If we agree to
replace it under warranty, then you must return the faulty router back to us at your expense; if it
develops a fault after the end of the warranty period then you will need to purchase a replacement.
If we have provided a free wireless router and your broadband service is disconnected within 12
months for any reason, you must pay us the cost of the router (£20). An administration fee of £10
is payable when any fixed line broadband service is cancelled or disconnected at any time. If your
broadband is being provided on our extended (BT) network, then any excess data you upload
and/or download in excess of 100GB in any calendar month will be charged at 25p per GB (or
part thereof).
Energy
We have a range of tariffs available to domestic customers; availability of these is dependent on your
payment method and which other services we are supplying to you. If you cease to pay by direct
debit, or cancel the service(s) required to be on our Gold or Double Gold energy tariffs, the price
you pay for your energy will increase. If you are on one of our variable tariffs, you may transfer to a
fixed price tariff (if available) at any time. If you have a prepayment meter, it will always be charged
on our Value tariff irrespective of which other services you are taking from us. For gas customers,
the regional gas price which applies is determined by the electricity region in which your home is
situated. Where multiple supply points are being billed on the same account, our dual fuel discount
is only payable where both types of energy are being provided by us to each property, and is
subject to a maximum of £26 per property. Our domestic tariffs are not available to any property
where the proportion of business use exceeds 50%; such properties will be supplied on one of our
applicable business tariffs, and will be charged Climate Change Levy and VAT at the prevailing
business rate.
Registered Office: Network HQ, 333 Edgware Road, London, NW9 6TD. The pig device is a registered trademark owned by Telecom Plus PLC.
96203BP Tariff Guide Residential - November 2013_tariff guide 12/11/2013 18:21 Page 8
Further details of our Gold bundles are in our terms and conditions booklet, and on our website, you must be at least 25 to receive any Gold benefits.
TG034 November 2013