Our Terms and Conditions & Code of Practice
One2Call Code of Practice
One2Call is a business technology services and support specialist, providing a full range of services across voice, data, and mobile services, IT and cloud computing, connectivity and building security.
Our aim is to take care of your core technology services while you get on with running your business.
We are fully indpependent and tied to no service providers. Instead we select the vendors we feel offer the best service and value to our customers, and concentrate on developing close relationships with them. Our dedication to service combined with our close provider relationships allows our customers to enjoy a cost-efficient service and an unparalleled positive customer experience.
Our mission is to get technology is on your side. Working for you, not against you.
That means more than just fixing what goes wrong or ensuring it doesn’t. That’s the least you should expect.
- It means always being courteous and friendly.
- It means taking delight in helping.
- It means seeking to understand your business.
But overall it means taking the time to listen.
Only by listening, by understanding your frustrations and ambitions, can we help you find the right solutions.
Right for your business, right for your budget, and right for your bottom line.
And when we have done that, you will truly have technology on your side.
The Purpose of the Code
As members of the Federation of Communications Services we have undertaken to comply with the FCS Ethical Code of Business Practice. This includes having our own Code of Practice (as per below) and being a member of an Ofcom approved Alternative Dispute Resolution Scheme (we use Ombudsmen Services).
The purpose of this Code of Practice is to inform our customers of their relationship with us.
It is written for residential and Small Business consumers who purchase telecommunications services from us directly. A Small Business is defined as a company having 10 employees/volunteers or fewer and is not itself a telecommunications service provider.
This code aims to provide:
- Information on how to contact One2Call.
- Information on sales and marketing activities.
- Information on some of our main services.
- Information on billing and pricing issues.
- Information on how to make a complaint.
- Contact details for alternative complaint bodies.
Sales, marketing, advertising and promotion
One2call adheres to all applicable Codes of Practice, including advertising and consumer protection regulations. This includes the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-Mail Preference Service. Our advertising and promotions comply with the British Codes of Advertising and Sales Promotion.
We always aim to ensure that our advertising and promotional literature is clear,unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service. We do not denigrate other providers of telecoms services.
Range of services
The main telecommunications services offered by One2Call to Small Business customers are described below.
- LLU/Next Generation Network Services
– high speed data connection for internet or video on demand delivered through your
- Wholesale Line Rental
– major savings over BT line rental
- Outbound Call Routing
– up to 45% savings on calls
- Non Geographic Numbers (NGN)
– 0800, 0845, 0870/1, Premium Rate, International Services
- Business Mobile Services
– across all 4 major networks
- Business Broadband, Email, Domain & Web Hosting – internet made easy
- Hosted Exchange and Blackberry
– corporate communications, regardless of the size of your business
- SIP Trunking – bringing your communications together into a single unified system
- Fax to Email– receive all faxes directly in your email inbox
- On-line Billing – view and manage your company’s telephony online
- Email alerts or usage alerts – helps you manage use of your company’s telephony.
We will be pleased to provide you with our prices on request. To obtain pricing information please call us on 01142 300080.
Bundled call packages: Calls are rounded up to the first 7 seconds and in 15 second increments thereafter.
Disconnection for non-payment
Prompt payment of bills helps us keep our costs down so that we can continue to offer a highly competitive service. Please call us as soon as possible if you think you may have difficulty in paying your bill. If there are special circumstances, we may be able to agree special arrangements with you to prevent disruption of your telephone service.
In the event that a bill is not paid we will make all reasonable attempts to resolve the matter with you. However, if we are unable to get a satisfactory explanation for the non-payment we may suspend or disconnect your service in accordance with our terms and conditions.
Our customer service agents are able to help with all your queries including products, billing and tariffs.
Where possible, we will respond to your enquiries within 2 hours. Our customer service agents can deal with your enquiries from Monday to Friday between 9.00 am and 5.00 pm. If you have any service enquiries please call us on 01142 300080.
Alternatively, you may write to our Sales Director at:
Unit 2, Longacre Close
Or email us at [email protected]
Customers are bound by the terms agreed in the Master Service Agreement signed at the commencement of the service. If no signed agreement is in place contract terms will be as agreed via email or recorded voice conversation between One2Call Limited and the Customer.
If you wish to cancel your service with One2Call Limited you can do this in writing or by email. Cancellation of services must be received within 30 days of the contract renewal date.
Any customers who have an Assured or Converged ADSL or FTTC connection will receive a Cisco demarcation device in the post prior to install.
Upon termination of the circuit this device will need to returning to One2call’s head office within the following 30 days after cancellation. Failure to return the equipment will result in a £270.00 charge being issued to the customer.
Our contact details and office hours are shown above.
Prices for Microsoft 365 plans are guaranteed for 12 months from the start of your service agreement. Please note that licence costs may increase automatically upon renewal in line with Microsoft’s regional pricing structure which is assessed twice per year in line with local currency fluctuations.
Early Termination, Cease & Porting
If the Customer wishes to cancel the Contract or a Service before the expiry of the Committed Period or any Subsequent Contract Period, One2Call Limited may at its sole discretion apply an early termination charge comprising:
- The full cost of any rental or service contract from the Date of Notification of intent to Cancel to the end of the Committed Period or any Subsequent Contract Period, plus 20% of the average call costs from the beginning of the Committed or Contract Period until the Date of Notification of intent to Cancel.
- £35 Cease/ Migration Fee for Broadband Services (excluding Leased Line Services which are charged based on the agreed contract).
- £25 Cease / Migration fee for SIP Accounts.
- £11 Number Port Fee (Per Number) / £50 Number Port Free (Ten Consecutive Numbers)
Where Equipment has been provided to the Customer and the Contract is terminated, the Customer must return any Equipment or Bundle Equipment to us within fourteen (14) days of such notice to terminate. If you fail to do so or wish to retain it you may be charged the standard charge for that Equipment/Bundle Equipment. This does not apply if the Customer exercises its statutory right to cancel as set out in the Code of Practice.
Some services take a little time to cancel, as they require us to work with special industry processes. When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.
Repairing faults on our network is part of the maintenance cover we provide with our service. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday to Friday from 9.00 am to 5.00pm, excluding bank holidays).
Service Level Agreement
ISDN & PSTN SLAs:
3Mon -Sun ( Inc Bank Hols) 07:00-21:00 Mon – Fri 08:00-18:00 Sat – SunIn by 13:00 fix same day, in after 13:00 fix by 13:00 next day End of next half working day (EoNHWD)ChargeableChargeableChargeableChargeable
|Service Level||Engineering working times||SLA Description||Single Analogue Basic
|Single Analogue/Multi-Line Premium||ISDN2 Premium (Per Line = 2 Channels)||ISDN30 Premium (per channel)|
|1||Mon – Fri (Excl Bank Hols) 08:00-18:00||End of next working day +1 working day||FOC||N/A||N/A||N/A|
|2||Mon – Sat (Excl Bank Hols) 08:00-18:00||End of next working day (EoNWD)||Chargeable||FOC||FOC||FOC|
|4||Mon – Sun (inc Bank Hols) 24/7 365 days a year||6 Hour repair||Chargeable||Chargeable||Chargeable||Chargeable|
Leased Line SLAs:
All requests for support will either be answered within ten minutes or with an opportunity for Customer to leave a message. A request for service will be considered accepted once it has been logged on the system and an appropriate Call Number allocated and communicated to Customer “Service Call”. One2Call will use all commercially reasonable endeavours to provide a resolution for a “Service Call” within the Contracted Response Time and Contracted Resolution Time agreed below:
|Contracted Response Time||Contracted Resolution Time|
|On-Net Fault||2 Hours||4 Hours|
|Off-Net Fault||4 Hours||8 Hours|
|Managed Equipment||4 Hours||8 Hours|
|Remote Hands||2 Hours||None|
|Chargeable Support||2 Hours after Appointment Time||None|
In the event of One2Call failing to meet its commitments under the SLA for response and repair times then the following service credits may be claimed:
On-Net, Off-Net, or Managed Equipment fault: Additional 50% of the service credit claim for the service failure.
Remote Hands and Chargeable Support: 50% of the fee payable for the support.
Faults can occur on the One2call Network, another operator’s network, or on the telephone used by you or the person you are trying to call. If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault.
We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.
If you are a previous One2call customer and wish to come back to One2call please call us on the 01142 300080 number and we will aim to get you reconnected as soon as possible.
If you are not satisfied with One2Call’s Customer Experience
We are passionate and committed about providing you with the best value telecommunications service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible.
When you call us, a One2Call representative will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, these may take a little longer to resolve. If you are not happy with the response you receive you may ask for the matter to be referred to a Director for further investigation.
In the rare event we are unable to resolve your problem we will write to you informing you of the position. When you receive this letter and your annual bill is less than £5000, you have the right to refer your case to Ombudsman Services, our independent dispute resolution service. The Ombudsman will want to ensure that you have followed this process through before contacting them. If this is not evident the Ombudsman is likely to refer the matter back to One2call for resolution. One2call is happy to work with other independent bodies, such as ICSTIS, Citizens Advice Bureau, Consumer Advice Centres and Trading Standards Departments.
Your rights and obligations
We may collect personal information about you from a number of sources.
These may include:
- The customer agreement, i.e. the agreement that you sign when you take a service from One2call.
- This may include your name, address, other contract details and banking details.
- If you contact us with an enquiry
One2Call is registered under the Data Protection Act and takes all reasonable steps to ensure that there is no unauthorised access to your personal data. In some circumstances we may supply information to organisations such as the police where the law permits us to do this.
We may record phone conversations in order to provide training services or to provide evidence of a transaction.
If you wish to know what personal information One2Call holds on you, you can obtain this by writing to us.
Please write to the following address.
Unit 2, Longacre Close
Venture 1 Business Park
Terms and Conditions
See the top of this page for downloads of One2Call’s standard Terms & Conditions or request them from your Account Manager. Please call 01142 300080.
If you have a BT line then using One2Call’s IDA services will not affect your phonebook entry. In this case, you have a right to be included in the BT phonebook and directory enquiries, free of charge. You may also choose to be ex-directory.
One2Call can arrange for your One2Call Non Geographic Number (NGN) e.g. 0800 to be included in the phonebook free of charge. Please contact your Account Manager at the number above.
Communication with customer
It is our policy to maintain contact with our customers on a regular basis. We may call you or write to you from time to time to inform you of any new services and to review your current telecommunications requirements.
We aim to keep this Code of Practice up to date and you may obtain a copy from your account manager or via our website – www.one2call.net
The Independent Committee for the Supervision of Standards of Telephone Information
4 Maguire Street
London SE1 2NQ
Tel: 020 7940 7474
Updates & Revisions
Last updated: 28/04/2021
Terms and Conditions for the Sale of Goods
Buyer; the person who buys or agrees to buy the goods from the Seller.
Conditions; the terms and conditions of sale as set out in this document and any special terms and conditions agreed in writing by the Seller.
Goods; the articles which the Buyer agrees to buy from the Seller.
Price; the price for the Goods, excluding VAT and any carriage, packaging and insurance costs.
Seller; means One2Call Ltd of Unit 2 Longacre Close, Holbrook Industrial Estate, Sheffield, South Yorkshire, S20 3FR
2.1 These Conditions shall form the basis of the contract between the Seller and the Buyer in relation to the sale of Goods, to the exclusion of all other terms and conditions including the Buyer’s standard conditions of purchase or any other conditions which the Buyer may purport to apply under any purchase order or confirmation of order or any other document.
2.2 All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods from the Seller pursuant to these Conditions.
2.3 Acceptance of delivery of the Goods shall be deemed to be conclusive evidence of the Buyer’s acceptance of these Conditions.
2.4 These Conditions may not be varied except by the written agreement of a Director of the Seller.
2.5 These Conditions represent the whole of the agreement between the Seller and the Buyer. They supersede any other conditions previously issued.
The Price shall be the price quoted on the Seller’s confirmation of order. The Price is exclusive of VAT which shall be due at the rate in force on the date of the Seller’s invoice.
4. Payment and Interest
4.1 Payment of the Price and VAT shall be due within 30 days of the date of the Seller’s invoice, unless otherwise stated.
4.2 Interest on overdue invoices shall accrue from the date when payment becomes due calculated on a daily basis until the date of payment at the rate of 8% per annum above the Bank of England base rate from time to time in force. Such interest shall accrue after as well as before any judgment.
4.3 The Buyer shall pay all accounts in full and not exercise any rights of set-off or counter-claim against invoices submitted by the Seller.
The quantity and description of the Goods shall be as set out in the Seller’s confirmation of order.
The Seller warrants that the Goods will at the time of delivery correspond to the description given by the Seller in the confirmation of order. [Except where the Buyer is dealing as a consumer (as defined in section 12 of the Unfair Contract Terms Act 1977), all other warranties, conditions or terms relating to fitness for purpose, quality or condition of the Goods are excluded].
7. Delivery of the Goods
7.1 Delivery of the Goods shall be made to the Buyer’s address. The Buyer shall make all arrangements necessary to take delivery of the Goods on the day notified by the Seller for delivery.
7.2 The Seller undertakes to use its reasonable endeavours to despatch the Goods on an agreed delivery date, but does not guarantee to do so. Time of delivery shall not be of the essence of the contract.
7.3 The Seller shall not be liable to the Buyer for any loss or damage whether arising directly or indirectly from the late delivery or short delivery of the Goods. If short delivery does take place, the Buyer undertakes not to reject the Goods but to accept the Goods delivered as part performance of the contract.
7.4 If the Buyer fails to take delivery of the Goods on the agreed delivery date or, if no specific delivery date has been agreed, when the Goods are ready for despatch, the Seller shall be entitled to store and insure the Goods and to charge the Buyer the reasonable costs of so doing.
8. Acceptance of the Goods
8.1 The Buyer shall be deemed to have accepted the Goods 48 hours after delivery to the Buyer.
8.2 The Buyer shall carry out a thorough inspection of the Goods within 48 hours of delivery and shall give written notification to the Seller within 5 working days of delivery of the Goods of any defects which a reasonable examination would have revealed.
8.3 Where the Buyer has accepted, or has been deemed to have accepted, the Goods the Buyer shall not be entitled to reject Goods which are not in accordance with the contract.
9. Title and risk
9.1 Risk shall pass on delivery of the Goods to the Buyer’s address.
9.2 Notwithstanding the earlier passing of risk, title in the Goods shall remain with the Seller and shall not pass to the Buyer until the amount due under the invoice for them (including interest and costs) has been paid in full.
9.3 Until title passes the Buyer shall hold the Goods as bailee for the Seller and shall store or mark them so that they can at all times be identified as the property of the Seller.
9.4 The Seller may at any time before title passes and without any liability to the Buyer:
9.4.1 repossess and dismantle and use or sell all or any of the Goods and by doing so terminate the Buyer’s right to use, sell or otherwise deal in them; and
9.4.2 for that purpose (or determining what if any Goods are held by the Buyer and inspecting them) enter any premises of or occupied by the Buyer.
9.5 The Seller may maintain an action for the price of any Goods notwithstanding that title in them has not passed to the Buyer.
10. Carriage of Goods
Carriage will be chargeable on all sales unless otherwise stated.
Updates & Revisions
Last updated: 26/06/2021
Jeanette, Principle Support Ltd
One2Call staff are very helpful and friendly and they do have a fast turnaround with our enquiries. Thank you very much.
Janine Clerehugh-Owen, Matrix Business Park
Excellent service, immediate call out the following day after reporting issue.
Jeanette Addis, Principle Support Ltd
Very approachable, friendly team and fast response time. Thank you.