section outlines the level of service which you should expect from
us. All time is UK local time (GMT).
hours are 9.30 am till 5:30 pm weekdays.. During these hours you
will be able to speak to us by calling +44 844 804 2802
Option 4. We will also monitor e-mails and messages outside
these hours and at week-ends!.
requests and email communication: This is by far the
fastest way of communicating with us. We are well known for responding
promptly to customer messages and often respond to emails within
a few minutes of receipt! However, officially, contact/emails received
during service hours will be dealt with within 1/2-2 hours.
service phone system explained: When you call +44
844 804 2802, these are the options you will hear:
1 - Top-up - we will normally action within 1/2-2 hours.
vast majority of calls we receive are from customers requiring a
top-up on their account. This is why a top -up is the first option.
All we need here is your name, account number or username, a contact
phone number, the amount you wish to top-up by (minimum $25 or £25
by phone) and your credit card number, expiry date, start date and
issue number if applicable. Hint: If you have a Calling account,
the quickest way to top-up your calling account is to use WAM, followed
by our electronic top-up system, using ePDQ on this site. Click
the top-up button at the top of this page and follow the instructions.
For other accounts, including VOIP and Roaming, the process is slower.
2 - Report a Fault - we will normally respond within 1/2-2 hours.
option is to enable a fault to be reported by phone. Please don't
forget to tell us your name, account number, the destination you
are having problems with, the access number you are using if relevant,
and the destination number you are dialling. A description of the
fault is also always useful; e.g. dead-air, continuous tone, crackly
3 - Problem - we will normally respond within 1-2 hours.
option is intended for less urgent problems.
4 - Speak to an operator
service hours, we will pick up your call usually within 3 rings.
If all our operators are busy, we will not place you in a queue.
We will transfer you to a voicemail system where you can leave a
message, or try again in a few minutes.
received after 5:30 pm and until 12.00 Midnight, will also usually
be dealt with within 1/2-2 hours. Communication received after midnight
and up to 2.00 am are very often also dealt with within 1-2 hours
but officially, we will deal with these the following morning!
messages received after hours will be given similar priority to
contact / emails and dealt with as above.
weekends, similar rules apply, ecxept that after hours response
times will be 2-4 hours.
bear in mind that, apart from general systems failures which are
very rare, the resolution of faults and in particular the time taken
will depend on
the calling destination (e.g. Afghanistan will usually take longer
to resolve than say Australia);
of the report (faults reported at weekends can take longer as
we need to test calls to destinations and this depends on the
availability of the other party), and of course
the exact nature of the problem (it could be a simple rerouting
requirement or it might be something far more technical).
For these reasons, we cannot establish a meaningful service level
are resolved within a few hours, others take a few days. What is
clear though is that out of say 250 plus destinations, at any time,
there are 2 or 3 with a fault! We are sorry if yours is one of those
2 or 3 but we undertake to make every effort to ensure that any
inconvenience is kept to an absolute minimum.
Unless EITHER we have provided a GUARANTEE
for a specific product OR there is a
loss of service for a long period of time which is caused entirely
by us, we will not refund the balance on an account and we do not
operate a refund policy. Please note that in some countries, VOIP
services are illegal, and therefore our service may be disrupted through
no fault of our own.
contact us or for contact information, please click Customer