PSTN Telephone Lines

What are the benefits of ordering PSTN and ISDN lines from us?
We use Entacall, a BT Wholesaler, offering the following benefits :

Price reduction - you now have the opportunity to order from / switch to another service provider for cheaper line rental and installation. All prices below exclude VAT.

	Installation (one-off charge)	Line rental (monthly)
Residential - New	£98	£11.50
Business - New	£98	£12.50
Residential - Transfer	£2	£11.50
Business - Transfer	£2	£12.50

Better service - Entacall's UK-based team make sure we do not pass your queries around different departments/offices and you can speak to the same person each time you call in.

Does the quality of the lines ordered through Entacall differ from those ordered directly from BT? No, BT Retail and Entacall both purchase PSTN+ISDN lines from openreach (a BT group business). Therefore there is no difference in the quality of the line.

What's the difference between "New", "Transfer" and "Change" orders?
New – To provide service for an End User who has no telephone line connected to BT's network. For this type of order, an engineering visit will normally be required. The engineering visit will be undertaken by Openreach on behalf of Entacall.

Transfer – To provide service for an End User with existing BT lines who wishes to transfer them to Entacall. In normal circumstances there will be no break in service during the transfer. BT will contact the End User to advise them that a request has been made to terminate their existing BT contract. BT will then coordinate both the cessation of the End User's existing service, and the commencement of the Entacall service at the address on an agreed date.

Change – already have telephone lines from Entacall and wish to change features on the line (e.g. provide additional network features). This is normally carried out without an engineering visit, unless additional wiring is required.

What's the lead time for the order? New - 10 working days

Transfer - 10 working days

Change - 3 to 10 working days

Please note above lead times are not guaranteed as it depends on the outcome of site survey.

If I order "New" telephone lines from Entacall, who will install the lines on my customer's premises?
New telephone lines will be installed by an Openreach engineer. The engineer acts to fulfil the purpose of the visit and ensure the End User is satisfied with the work, but will not undertake work beyond the original order.

Can I choose my preferred installation date?
You can state three preferred installation dates on the order form. Openreach will try to match one of these dates. However please bear in mind that the result of the site survey may effect the final installation date.

Who will inform me the confirmed installation/transfer date?
The confirmed installation/transfer date will be updated on our Member Area which you will be able to access 24/7 with your Entacall username and password.

Who will invoice me for the installation and ongoing charges after I place "New" or "Transfer" orders to Entacall?
Entacall will issue both installation and ongoing rental invoices. We invoice telephone line rental on a monthly basis.

When I transfer my lines to Entacall, do I need to know the exact features on the line when I submit the order?
Yes. You will lose any additional features during the transfer if you do not submit this information on the order. However if this happens you can always submit a “Change” order later on once the line has been transferred to Entacall.

If I have a fault, who do I report it to?
Please report the fault to Entacall by calling 0870 770 9666.

All lines ordered through/transferred to Entacall will receive free Level 1 care. (This is equivalent to BT Standard Care)

Are telephone lines I order from Entacall required to use Entacall CPS?
No, but by doing so you can save around 30% - 70% against BT standard call charges.

If I already use Entacall CPS, and now I want to transfer the line to Entacall, do I need to let you know that the line already uses CPS?
YES. If the line uses Entacall CPS and you wish to retain the CPS on the line, you must state this on the order form CPS retention section. If you do so, then the CPS will be retained on the line during and after the transfer. Please bear in mind if this CPS information is not supplied on the order form then you will lose the CPS during and after the transfer.

Are there any limitations on the type of lines that can be transferred to Entacall?
The following are a list of services that cannot be transferred to Entacall:

• Payphones
• Access Lines (external extensions, not go through NCCP. etc.)
• Site lines (e.g. temporary lines. A "site" is defined by BT as having portal cabins/site offices)
• Feature Lines
• Feature Net
• Rented Products (equipment being rented from BT retail)
• REDABC (obsolete product and cannot be left on line)
• Cable Lines (Non BT network)
• NHS Line
• Virtual Private Network
• School Internet
• Switched Multi-Megabit Data Service

If I did not order any features on the line when I submitted the "New" order, and decide to at a later date, how do I inform you?
All you need to do is to submit a “Change” order to us requesting the features you require.

If I have ADSL on the line can I transfer the PSTN line to you?
Yes. All you need to do is to submit a “Transfer” order to us.

Is there anything I can do to speed up the order?
Providing us with as much information as possible always helps. There is an additional Note section on the order form where you can enter any information that you think maybe relevant to the order.

Payment
All monthly payment must be made by Direct Debit to Entacall.

Price
Please contact us on 01702 410041 for pricing information.