Cheat SheetsCHEAT SHEETSSERVICESERVICE DETAILCOSTACTIVATION TIMESCALESAnswer 1571Standard answering service, accessed dialing 1571. Not available on a multiline. No instruction letter is generated.1.502 daysCall minderAdvanced answer service, accessed dialing 1571. Remote access available. Dial the telephone number and interrupt the personal greeting, follow the voice automated prompts. No instruction letter is sent.2.602 daysStandard call divertCustomer controlled call divert option, operational on the BT line itself. To set up *code*telephone no to divert to#. To cancel #code#. An instruction letter is sent to the customer.1.502 daysBT Call barringCustomer controlled barring service, cust can add and remove as required. To set up *34code#. To cancel #34code*PIN#. Will not be effective if CPS is present on line. An instruction letter will be sent to the customer.1.502 daysSmart divertCustomer controlled incoming call divert option, can be controlled remotely and and be issued a bypass number to override active divert. An instruction letter is sent to the customer.3.502 daysAdmin divertDivert set up from the exchange specifically. No instruction letter is sent to the customer.1.502 daysCaller redirectMessage set at the exchange to redirect callers to the newly issued number. No instruction letter is sent to the customer.8.505 daysRemote call forwardingDivert set up at the exchange to divert incoming calls from ceased number to newly issued number. No instruction letter is sent to the customer.20.00 plus the diverted section of the forwarded call.5 daysRingbackRequests a call back from an engaged number, is activated by pressing 5 on hearing the engaged tone. To cancel this service press #37#. No instruction letter is sent to the customer. A voice automated prompt will guide customer through the instructions.0.00is always available on a STD analogue lineChoose to refuseWill refuse chosen calls from a recognised number as requested by the customer. Cust will receive instruction letter after service is active.2.652 daysRenumberIs available if the cust is desperate to avoid nuisance calls etc. Letter will be sent advising the customer of the newly issued number.30.505 daysNew line installationNew lines can be installed for existing customers. Should the installation be for a brand new customer a DD must be agreed to.109.99On appointmentLine conversionConverts lines from singles to multilines and vice versa.109.99On appointmentMove/installation of socketsEngineers to site to either install or move the physical socket50.00On appointmentCaller displayThis service will display, if possible, the CLI of an incoming call on a telephone line. Pls ensure that the telephone itself supports caller display facility. No letter facilitation is required.1.502 daysGAMMA Call barringXLN controlled call barring, international, mobile, premium rate, 118 numbers and all calls are available for barring. This service would need to be added and removed by XLN on the GAMMA portal. No letter facilitation is required. The customer must be advised of the 1280 'secret code' access.1.502 days1471This service is automatically available on a standard analogue line. By dialing 1471 you will be advised of the last number that telephoned you. The voice automated prompt will advise the cust that they can call this number by pressing 3.0.00is always available on a STD analogue line1471 ExtraThis service is automatically available on a standard analogue line. By dialing 1471 you will be advised of the last 10 numbers that telephoned you.1.502 days141By prefixing the number you are dialing with 141, you will hide your CLI on the outbound call.0.00is always available on a STD analogue lineCall SignA ghost number is issued on the main CLI on site. The ghost number will ring differently from the mail CLI. But the line will only handle one call at a time, either to the mail CLI or the Call Sign number. The Call Sign number will not bill a line rental charge.1.502 daysCall WaitingThe service will be activated from the exchange, and will advise the customer when they have a second call coming in when they are on the line. The service will beep softly to alert the customer that a second call is waiting. No instruction letter is generated.1.502 daysAnonymous Call RejectThis service will bar incoming calls that are not displaying an ID. In effect it is an anonymous call. This service will not stop international calls arriving on site. No instruction letter is generated to the customer. The service will just work.3.502 daysUSEFUL NUMBERS:OfcomRegulatory body for Telecoms in the UKTelephone:0845 456 3000Fax:0845 456 3333Email:contact@ofcom.org.ukAddress:Ofcom Contact CenterRiverside House2a Southwark Bridge RoadLondonSE1 9HAICSTISRegulatory body for PREMIUM RATE numbers in the UKTelephone:0800 500 212 ( best to call early morning)Website:www.icstis.org.ukGamma TelecomCarrier Pre-Selection company that XLN use - not for cust useWebsite:www.gammatelecom.comEmail:Email: info@gammatelecom.com (will only work if you have an XLN email address)Credit Security Ltd CSDebt collection agency that XLN Telecom useTelephone number:01296748980Address:Credsec HouseAddress:Oxford HouseAylseburyBucksHP17 8PLCustomers that receive letters from Credit Security will be advised of a telephone number to use to contact them. The above details are for XLN use only.International directory enquires:118505Operator:100International operator:155BT Reconnections:0800 400 400Telephone preference service:02072913320 / 08450700707TPS websitewww.tpsonline.org.ukPost code search site:www.royalmail.com You need to register with this site 1stTerminology search site:www.whatis.comXLN TELECOM CONTACT DETAILS:Customer Service ManagerTony FitzpatrickAddress:The Brewery Building69 BondwayLondonSW8 1SQTelephone:0870 777 6766 used to be 0800 027 5 027 but this is no longer availableDirect Dial in02077935531Fax:02077935549Email address:service@xlntelecom.co.ukHSBC Banking details:41738178Sort code:404725Broadband Telephone number:0870 777 6766Credit card payment telephone number:0808 141 9000ACRONYMSOCBOutbound call barICBInbound call barTOSTemporary out of serviceACRAnonymous call rejectRCFRemote call forwardingNDTNo dial toneCOEChecked own equipmentBNRBell not ringingCOTChange of tenancyPDDPost dial delayNGNNon geographic numberPETPermanent engaged toneSPService providerISPInternet service providerRTCCRoute to credit controlCPSCarrier Pre-SelectionCSCustomer serviceCOBClose of businessFOCFree of chargeBBBroadbandCMCCustomer management center (BT Wholesale)DPDistribution pointERTEstimated response timeCAPCCustomer aware possible chargesL4LLike for like transferCNAPCCustomer not aware possible chargesIDARegistration of billing responsibility at GammaELFEarly Life FailureDDIDirect Dial InCCSOCredit Card Standing OrderTPSTelephone Preference ServiceFPSFax Preference ServiceDDDirect Debit0207Local/national number0208Local/national number0307Local/national number0308Local/national number01Local/national number00xxInternational number09Premium rate number0845Lo-call rate number non-geographic number0870National rate number non-geographic number078Mobile number079Mobile number077Mobile number0700Personal numbering number1280BT override code1656Gamma network access code

contact@ofcom.org.ukwww.icstis.org.ukwww.gammatelecom.comEmail: info@gammatelecom.com (will only work if you have an XLN email address)www.tpsonline.org.ukwww.royalmail.com You need to register with this site 1stwww.whatis.comservice@xlntelecom.co.uk

FAQs in welcome packFREQUENTLY ASKED QUESTIONSWho is XLN Telecom?XLN Telecom is dedicated to providing savings to small businesses. We are a reseller of wholesale telephone products including BT wholesale, Telephonica and other leading networks.How is it that XLN Telecom can offer such low prices?We are able to buy telephone services at very attractive wholesale rates from BT Wholesale and other telecom networks because we represent thousands of small business customers. Furthermore, we have invested in state of the art technology that enables us to operate with very low overheads (and provide a higher level of service)Do I need to cancel my old contract?No, we will notify BT Retail or your other service provider and do that for you. You do not need to call us, nor BT. The transfer process is automated and switchover is seamless. You might receive a sales call or letter from BT Retail trying to win back your account.Should I expect any changes to our phone systems?No changes, except your bill and the amount you pay. Your numbers remain the same. No prefix to dial. No equipment required. No downtime or disruption.When will the switchover be effective?The switchover will occur usually within 15 days of your sign up date.Will an engineer visit our premises?No. The switchover is equipment free and instantaneous. All changes are made electronically to your local BT exchange.Will I still be able to use my BT select services?Yes, these services will be retained when you transfer to XLN TelecomWhy do I have to pay by direct debit?This significantly reduces our overhead costs and bad debts risk. As a result, we are able to pass the savings on to you. Where payment is not made by Direct Debit, a monthly administration charge of one pound may be added to your bill. You can choose to pay by Giro, cheque, or credit card, all of which are more expensive and inconvenient for you.Can I pay by cheque?Yes, you can pay by cheque, credit card and Giro. However, where payment is not made by direct debit a monthly administration charge of one pound may be added to your bill.Payment terms are strictly 14 days of the invoice date. It is our policy not to give extended credit - we will impose restrictions and refer accounts to debt collection agencies if payments is not made according to our contractual terms and conditions. Should for any reason you have a problem with making payment call our credit control team on 0808 141 9000 before the due date of payment; they will attempt to assist in any way they can.Will I receive a final bill from BT?Following switchover, you will receive one final bill from BT Retail. This will include all call charges and pro-rata line rental (payable quarterly in advance) up to the point of switchover. This should be your last bill from BT.When do I receive my first bill from XLN Telecom?Following switchover, you will receive a bill from XLN Telecom covering:call charges (local, national, mobile and international and non-geographic),line rental (payable monthly in advance), andone off balance of pro-rata line rental since switchover (in arrears).Is my bill itemised?Yes. For convenience, we itemise all calls over 10p. If you require full itemisation of calls, including those under 10p, please let us know by email or phone and we will provide it thereafter.Which select services do I have? Can I add any new ones?If you need to add or disable any services, please give us a call on 0870 777 6766. For a detailed explanation of all services, visit us at www.xlntelecom.co.uk and see our online FAQ's.Will I be able to add new lines, faxes, change numbers and extensions etc in future?Yes, absolutely. Just give us a call on 0870 777 6766.Will I still have my telephone number listed in the directory?Yes, as long as you specify as such on your application. To make changes please call us on 0870 777 6766 or email us at service@xlntelecom.co.uk.Will I still be able to dial emergency numbers and directory enquiries?Yes, nothing changes. The cost of these services remains the same.What happens if there is a fault on the line?Call us on 0870 777 6766. We have a dedicated team of professionals to follow up and expedite problem resolution. We have direct access to BT's network fault diagnostic systems. We also liaise directly with BT if necessary and rectify the problem within at least the same service levels at BT.I do not recognize the destination on my itemisation?The destination number will have one of the following prefixes: 00XX - International calls, 01/02/03XX - Local and National calls, 08XX - Non-Geographic, 07XX - Mobile, and 09XX - Premium Rate calls.How do I deter unsolicited phone calls, faxes or emails?Unless you are a limited or public company, you can register with the Telephone, FAX or Email Preference Service. (Tel: 02072913320/0845 0700 707, fax: 02073234226, web: tpsonline.org.uk)How do I lodge a complaint against an abusive premium rate service?The independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) can provide assistance on such matters. The ICSTIS can be contacted on 0800 500 212.

LeadtimesServiceCommitment timeFaultsLevel 1 - 72hrs / Level 2 48hrs / Level 3 24hrs (unless appointment arranged)New LinesOn appointmentMove PremisesOn appointmentSocket Add/ ShiftOn appointmentAdd / Remove Services2 daysRCF/ Caller Redirect5 daysDirectory Enquiry changes7 daysTransfer Orders21 daysRenumber5 daysRemember that it is always advised to the customer that we will endevour to have their order sorted as soon as possible.

Ofcom Audit NotesOfcom Audit Bullet PointsA complaint is any expression of dissatisfaction concerning XLN or servicesOnce a complaint is closed and the customer calls again this must be opened as a new complaint.Any complaint relating to the accuracy of the bill except the layout of the invoice or the frequency of billing, is considered a billing inaccuracy and must belogged as such if the customer expresses dissatisfactionAny CC or Finance issues that result in an error on the bill (eg. 5 ocb charge or outstanding balance that should not be on the invoice) should be closedas a billing inaccuracy if the customer expresses dissatisfaction.Commitment times can only be amended if:Engineer can not gain site accessCustomer RequestIf an order is delayed due to XLN or BT then we can not amend the commitment timeIf a fault is open and customer calls gain concerning the fault then this must be logged under the original fault.If a customers fault is closed and they complain about how it was handled, this is considered a new complaint.Multiple complaints must be logged under new query Type Multiple Compliant except for reporting a fault.

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Service Pledge

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Tariffs SummaryTariff NameBasicBIZ+CORPFree600LITE2Free600CaudCaudLine Rental9.9912.9911.9915.999.9915.99Local1.501.651.65free 6001.50free 600National1.501.651.65free 6001.50free 600Mobiles9.9510.9010.909.959.509.5008453.363.363.363.363.363.3608707.007.007.007.007.007.00cappingYesnonoyesyesyesconnection Charge Loc/Nat2.000.000.002.002.002.00connection charge mobile7.000.000.007.002.002.00Tariff NameCorporate CaudwellFree600 HomeFree600BTPLLine Rental11.9915.9915.99PeakEvenW/endPeakEvenW/endLocal1.501.301.00free 600free 600free 600free 600National1.501.301.00free 600free 600free 600free 600Mobiles9.008.005.009.957.955.959.9508453.361.261.003.601.501.003.3608707.003.703.007.005.002.007.00cappingnoNoNoyesyesyesyes25p including connection chargeconnection Charge Loc/Nat2.002.002.002.002.002.002.00connection charge mobile2.002.002.007.007.007.007.00Pckage nameUnlimted600 AnytimeHomeworkerPackage cost7.995.992.99LocalFeefree 600Free600 off peakNationalFreefree 600Free600 off peakMobiles9.959.959.9508453.363.363.3608707.007.007.00cappingYesYesYesconnection Charge Loc/Nat2.002.002.00connection charge mobile7.007.007.00

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Tariff Pamphlet

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Standard International RatesCharge CodePeakOffPeakWeek endCF DescriptionUK10.01650.01650.0165LOCAL CALLUK30.01650.01650.0165NATIONAL CALLUK1D0.01650.01650.0165UK Local ISDNUK3D0.01650.01650.0165UK National ISDNFM10.13400.13400.1340FM1 ChargebandFM20.26000.26000.2600FM2 ChargebandFM30.13400.13400.1340FM3 ChargebandFM40.13400.13400.1340FM4 ChargebandFM50.13400.13400.1340FM5 ChargebandFM60.26000.26000.2600FM6 ChargebandXCAF0.52000.52000.5200AfghanistanXCUSA0.04000.04000.0400Alaska USAXCAL0.20000.20000.2000AlbaniaXCDZ0.17000.17000.1700AlgeriaXCAS0.15000.15000.1500American SamoaXCAD0.07000.07000.0700AndorraXCAO0.29000.29000.2900AngolaXCAI0.25000.25000.2500AnguillaXCAQ0.55000.55000.5500AntarcticaXCAG0.24000.24000.2400Antigua and BarbudaXCAR0.06000.06000.0600ArgentinaXCAM0.18000.18000.1800ArmeniaXCAW0.20000.20000.2000ArubaXCSH0.90000.90000.9000Ascension IslandXCAU0.02900.02900.0290AustraliaXCAT0.02600.02600.0260AustriaXCAZ0.28000.28000.2800AzerbaijaniXCPTA0.05000.05000.0500AzoresXCBS0.11000.11000.1100BahamasXCBH0.28000.28000.2800BahrainXCBD0.18000.18000.1800BangladeshXCBB0.24000.24000.2400BarbadosXCBY0.27000.27000.2700BelarusXCBE0.02600.02600.0260BelgiumXCBZ0.26000.26000.2600BelizeXCBJ0.22000.22000.2200BeninXCBM0.11000.11000.1100BermudaXCBT0.28000.28000.2800BhutanXCBO0.19000.19000.1900BoliviaXCBA0.20000.20000.2000Bosnia and HerzegowinaXCBW0.20000.20000.2000BotswanaXCBR0.09000.09000.0900BrazilXCBN0.10000.10000.1000Brunei DarussalamXCBG0.11000.11000.1100BulgariaXCBF0.23000.23000.2300Burkina FasoXCBI0.19000.19000.1900BurundiXCKH0.34000.34000.3400CambodiaXCCM0.33000.33000.3300CameroonXCCA0.02600.02600.0260CanadaXCESC0.04000.04000.0400Canary IslandsXCCV0.39000.39000.3900Cape VerdeXCKY0.18000.18000.1800Cayman IslandsXCCF0.22000.22000.2200Central African RepublicXCTD0.37000.37000.3700ChadXCCL0.05000.05000.0500ChileXCCN0.05000.05000.0500ChinaXCCX0.55000.55000.5500Christmas IslandXCCC0.55000.55000.5500Cocos Keeling IslandsXCCO0.11500.11500.1150ColombiaXCKMC0.36000.36000.3600ComorosXCCG0.20000.20000.2000CongoXCCD0.36000.36000.3600Congo The Democratic Republic of theXCCK1.10001.10001.1000Cook IslandsXCCR0.09000.09000.0900Costa RicaXCCI0.19000.19000.1900Cote dIvoireXCHR0.09000.09000.0900CroatiaXCCU0.90000.90000.9000CubaXCCY0.09000.09000.0900CyprusXCCZ0.05000.05000.0500Czech RepublicXCDK0.04000.04000.0400DenmarkXCIO1.75001.75001.7500Diego GarciaXCDJ0.45000.45000.4500DjiboutiXCDM0.14000.14000.1400DominicaXCDO0.12000.12000.1200Dominican RepublicXCTP2.80002.80002.8000East TimorXCEC0.15400.15400.1540EcuadorXCEG0.26000.26000.2600EgyptXCSV0.16000.16000.1600El SalvadorXCGQ0.47000.47000.4700Equatorial GuineaXCER0.45500.45500.4550EritreaXCEE0.06000.06000.0600EstoniaXCET0.45500.45500.4550EthiopiaXCFK0.78000.78000.7800Falkland IslandsXCFO0.22000.22000.2200Faroe IslandsXCFJ0.39000.39000.3900FijiXCFI0.05000.05000.0500FinlandXCFR0.02900.02900.0290FranceXCGF0.24000.24000.2400French GuianaXCPF0.24000.24000.2400French PolynesiaXCGA0.20000.20000.2000GabonXCGM0.23000.23000.2300GambiaXCGE0.10000.10000.1000GeorgiaXCDE0.02600.02600.0260GermanyXCGH0.16000.16000.1600GhanaXCGI0.08000.08000.0800GibraltarXCGR0.05000.05000.0500GreeceXCGL0.39000.39000.3900GreenlandXCGD0.22000.22000.2200Grenada including CarriacouXCGP0.16000.16000.1600GuadeloupeXCGU0.10000.10000.1000GuamXCGT0.19000.19000.1900GuatemalaXCGN0.22000.22000.2200GuineaXCGW1.05001.05001.0500Guinea-BissauXCGY0.38300.38300.3830GuyanaXCHT0.19000.19000.1900HaitiXCUSH0.02400.02400.0240Hawaii USAXCVA0.03500.03500.0350Holy See Vatican City StateXCHN0.24000.24000.2400HondurasXCHK0.04000.04000.0400Hong KongXCHU0.08000.08000.0800HungaryXCIS0.07000.07000.0700IcelandXCIN0.15000.15000.1500IndiaXCID0.14000.14000.1400IndonesiaXCIR0.16000.16000.1600IranXCIQ0.41000.41000.4100XCIE0.02900.02900.0290IrelandXCIL0.05000.05000.0500IsraelXCIT0.02900.02900.0290ItalyXCJM0.18000.18000.1800JamaicaXCJP0.05000.05000.0500JapanXCJO0.22000.22000.2200JordanXCKZ0.22000.22000.2200KazakhstanXCKE0.29000.29000.2900KenyaXCKI0.95000.95000.9500KiribatiXCKP1.00001.00001.0000Korea Democratic Peoples Republic ofXCKR0.07000.07000.0700Korea Republic ofXCKW0.15000.15000.1500KuwaitXCKG0.20000.20000.2000KyrgyzstanXCLA0.18000.18000.1800LaosXCLV0.17000.17000.1700LatviaXCLB0.17000.17000.1700LebanonXCLS0.14000.14000.1400LesothoXCLR0.25000.25000.2500LiberiaXCLY0.16000.16000.1600LibyaXCLI0.06000.06000.0600LiechtensteinXCLT0.14000.14000.1400LithuaniaXCLU0.05000.05000.0500LuxembourgXCMO0.09000.09000.0900MacauXCMK0.17000.17000.1700MacedoniaXCMG0.30000.30000.3000MadagascarXCPTM0.05000.05000.0500MadeiraXCMW0.08900.08900.0890MalawiXCMY0.05000.05000.0500MalaysiaXCMV0.40000.40000.4000MaldivesXCML0.33000.33000.3300MaliXCMT0.12500.12500.1250MaltaXCMH0.45000.45000.4500Marshall IslandsXCMQ0.14000.14000.1400MartiniqueXCMR0.36000.36000.3600MauritaniaXCMU0.28000.28000.2800MauritiusXCYT0.36000.36000.3600MayotteXCMX0.12800.12800.1280MexicoXCFM0.45000.45000.4500Micronesia Federated States ofXCMD0.12000.12000.1200Moldova Republic ofXCMC0.07000.07000.0700MonacoXCMN0.18000.18000.1800MongoliaXCMS0.33000.33000.3300MontserratXCMA0.24700.24700.2470MoroccoXCMZ0.24000.24000.2400MozambiqueXCMM0.48000.48000.4800MyanmarXCNA0.20000.20000.2000NamibiaXCNR1.45001.45001.4500NauruXCNP0.33000.33000.3300NepalXCNL0.03000.03000.0300NetherlandsXCAN0.26000.26000.2600Netherlands AntillesXCNC0.45000.45000.4500New CaledoniaXCNZ0.03400.03400.0340New ZealandXCNI0.22200.22200.2220NicaraguaXCNE0.20000.20000.2000NigerXCNG0.28000.28000.2800NigeriaXCNU1.29001.29001.2900NiueXCNF0.55000.55000.5500Norfolk IslandXCMP0.12000.12000.1200Northern Mariana IslandsXCNO0.03400.03400.0340NorwayXCOM0.38000.38000.3800OmanXCPK0.17000.17000.1700PakistanXCPW0.65000.65000.6500PalauXCPS0.10000.10000.1000Palestinian AuthorityXCPA0.17000.17000.1700PanamaXCPG1.10001.10001.1000Papua New GuineaXCPY0.18000.18000.1800ParaguayXCPE0.15000.15000.1500PeruXCPH0.20000.20000.2000PhilippinesXCPL0.06000.06000.0600PolandXCPT0.04000.04000.0400PortugalXCPR0.06000.06000.0600Puerto RicoXCQA0.30700.30700.3070QatarXCRE0.22000.22000.2200ReunionXCRO0.14000.14000.1400RomaniaXCRU0.08000.08000.0800Russian FederationXCRW0.22000.22000.2200RwandaXCLC0.23000.23000.2300Saint LuciaXCVC0.33000.33000.3300Saint Vincent and the GrenadinesXCWS0.68000.68000.6800SamoaXCSM0.06000.06000.0600San MarinoXCST1.60001.60001.6000Sao Tome and PrincipeXCSA0.23900.23900.2390Saudi ArabiaXCSN0.26000.26000.2600SenegalXCSC0.28000.28000.2800SeychellesXCSL0.36500.36500.3650Sierra LeoneXCSG0.04000.04000.0400SingaporeXCSK0.09000.09000.0900SlovakiaXCSI0.09000.09000.0900SloveniaXCSB1.15001.15001.1500Solomon IslandsXCSO0.85000.85000.8500SomaliaXCZA0.09000.09000.0900South AfricaXCGS0.11000.11000.1100South Georgia and the South Sandwich IslandsXCES0.02900.02900.0290SpainXCLK0.24000.24000.2400Sri LankaXCKN0.28000.28000.2800St ChristopherXCPM0.24000.24000.2400St Pierre and MiquelonXCSD0.24700.24700.2470SudanXCSR0.36000.36000.3600SurinameXCSJ0.00000.00000.0000Svalbard and Jan Mayen 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ChargebandZ0D0.00000.00000.0000Z0 ChargebandZ10.00000.00000.0000International Freephone

&C&A&CPage &PO2DolphinT-MobileOrangeVodafone3

Calling Card International RateXLN Charge CodeDescriptionTypeper minuteP9UUAEA ThurayaV0.9500SAIInmarsat Indian Ocean3.5000SAM#REF!#REF!1.2500SBIInmarsat Indian Ocean1.7500SBWInmarsat Atlantic Ocean West2.7500SCUSNUSA New YorkV0.0150SES#REF!#REF!1.9000SMWInmarsat Atlantic Ocean West2.7500SR1IridiumV1.5000SR2IridiumV1.5000SSWInmarsat Atlantic Ocean West4.9000XCADAndorraV0.0500XCAEUnited Arab EmiratesV0.2100XCAFAfghanistanV0.3300XCAGAntigua & BarbudaV0.1400XCAIAnguillaV0.1400XCALAlbaniaV0.1200XCAMArmeniaV0.1100XCAMYArmenia YerevanV0.1100XCANNetherlands AntillesV0.1700XCAOAngolaV0.1800XCAQAntarcticaV0.5500XCARArgentinaV0.0400XCARBArgentina Buenos AiresV0.0400XCARBArgentina CordobaV0.0400XCASAmerican SamoaV0.0900XCATAustriaV0.0240XCATVAustria ViennaV0.0240XCAUAustraliaV0.0150XCAUETAustralian External TerritoriesV0.7500XCAWArubaV0.1200XCAZAzerbaijanV0.1600XCBABosnia HerzegovinaV0.1400XCBAS#REF!#REF!V0.1400XCBBBarbadosV0.1400XCBDBangladeshV0.0500XCBDDBangladesh DhakaV0.0500XCBEBelgiumV0.0150XCBEB#REF!#REF!V0.0150XCBFBurkina FasoV0.1400XCBGBulgariaV0.0700XCBGS#REF!#REF!V0.0400XCBHBahrainV0.1700XCBIBurundiV0.1100XCBJBeninV0.1300XCBMBermudaV0.0700XCBNBrunei DarussalamV0.0600XCBOBoliviaV0.1200XCBOC#REF!#REF!V0.1200XCBOL#REF!#REF!V0.1200XCBRBrazilV0.0600XCBRB#REF!#REF!V0.0600XCBRR#REF!#REF!V0.0600XCBRS#REF!#REF!V0.0600XCBSBahamasV0.0700XCBTBhutanV0.1600XCBWBotswanaV0.1200XCBYBelarusV0.2000XCBZBelizeV0.1600XCBZC#REF!#REF!V0.1600XCCACanadaV0.0150XCCAM#REF!#REF!V0.0150XCCAT#REF!#REF!V0.0150XCCCCocos Keeling IslandsV0.4800XCCDCongo Democratic RepublicV0.2400XCCFCentral African RepublicV0.1300XCCGCongoV0.1300XCCHSwitzerlandV0.0150XCCHG#REF!#REF!V0.0150XCCHZ#REF!#REF!V0.0150XCCIIvory CoastV0.1200XCCIA#REF!#REF!V0.1200XCCKCook 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ZealandV0.0300XCNZA#REF!#REF!V0.0300XCOMOmanV0.2400XCPAPanamaV0.1000XCPAC#REF!#REF!V0.1000XCPEPeruV0.0900XCPEL#REF!#REF!V0.0900XCPFFrench PolynesiaV0.0800XCPGPapua New GuineaV0.6400XCPHPhilippinesV0.1400XCPHM#REF!#REF!V0.1400XCPKPakistanV0.0800XCPLPolandV0.0150XCPMSt. Pierre & MiquelonV0.1400XCPRPuerto RicoV0.0400XCPSIsrael PalestineV0.0600XCPTPortugalV0.0150XCPTAAzoresV0.0500XCPTMMadeiraV0.0500XCPWPalauV0.3600XCPYParaguayV0.1100XCQAQatarV0.2400XCREReunionV0.1400XCRORomaniaV0.0900XCROB#REF!#REF!V0.0700XCRURussiaV0.0400XCRUM#REF!#REF!V0.0400XCRUO#REF!#REF!V0.0400XCRUP#REF!#REF!V0.0400XCRWRwandaV0.1300XCSASaudi ArabiaV0.2100XCSAJ#REF!#REF!V0.2100XCSAR#REF!#REF!V0.2100XCSBSolomon IslandsV0.6900XCSCSeychellesV0.1700XCSDSudanV0.1900XCSESwedenV0.0150XCSGSingaporeV0.0200XCSHAscension IslandV0.5500XCSHE#REF!#REF!V0.6500XCSHTTristan da CunhaV2.2000XCSISloveniaV0.0600XCSJSvalbard and Jan Mayen IslandsV-0XCSKSlovakiaV0.0600XCSKB#REF!#REF!V0.0600XCSKN#REF!#REF!V0.1600XCSLSierra LeoneV0.3100XCSMSan 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MobileV0.1400XMBDBangladesh MobileV0.0500XMBEBelgium MobileV0.1600XMBEM#REF!#REF!V0.1600XMBEO#REF!#REF!V0.1600XMBEP#REF!#REF!V0.1600XMBFBurkina Faso MobileV0.1400XMBGBulgaria MobileV0.1700XMBHBahrain MobileV0.1600XMBIBurundi MobileV0.1100XMBJ#REF!#REF!V0.1400XMBMBermuda MobileV0.0700XMBNBrunei Darussalam MobileV0.0600XMBOBolivia MobileV0.1500XMBRBrazil MobileV0.1400XMBWBotswana MobileV0.1200XMBYBelarus MobileV0.2000XMCD#REF!#REF!V0.2900XMCDZaire MobileV0.3600XMCHSwitzerland MobileV0.2500XMCIIvory Coast MobileV0.1700XMCK#REF!#REF!V0.6500XMCLChile MobileV0.1600XMCMCameroon MobileV0.2400XMCNChina MobileV0.0300XMCOColombia MobileV0.0800XMCRCosta Rica MobileV0.0800XMCUCuba MobileV1.5000XMCYCyprus MobileV0.0700XMCZCzech Republic MobileV0.1100XMDEGermany 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Most commonly asked questionsI'm not saving money. What are you going to do about it?Look at call patterns, and try to change the tariffIf specific comparison is required, get a copy of the previous suppliers bill faxed.Offer a goodwill gesture if required to save the customer from cancellationWho is XLN, I didn't sign up to your service?Apologise. Empathise with customer, he will be upset. Advise that this incident will be brought to the attention of management.Remember we are not disputing these complaints at present.Judge the customers anger levels, if you see it as a reasonable option attempt 3 month trialWaive cancellation fees, and billing if required.Instruct cust to submit transfer request to the supplier of his choice.I want a select service added to my telephone line.What service is required?Why is the service required? Make sure you are ordering the right service for the customers needs.Advise activation timescales, costs and if instruction letter is on its way to the cust.Fault progress report requestedApologise if any delays have occurred. EMPATHISE with the custCheck if there is anything further you can do? Perhaps emergency divert has not worked etc.Assure cust that we are working on issue, escalate if required.Phone cut off/restricted why?Look at account arrears.Is this cust a good or a bad custCan we negotiate to have a DD on the accountTake payment if you canLift barring asapBE STRONG!! BE IN CONTROL!!!Payment made, but reminder letter still received. Why?Have the letter and payment crossed on the post possibly?Is it a phantom payment?Chase for DD or CCSO to stop problem happening again, and to save the customer 28.20 per year on payment admin fees.Empathise with the cust but be strong if the customer is taking the mick!Sales promised me the world, and now you're not delivering what was promised. Why?Apologies. Ensure cust that the issue will be highlighted to your managerIf its XLN related, see what can be offered to address the situation.Cancellation fee complaint recd. What are you going to do about it?We are at present not disputing cancellation fees. These are being waived in full.Either waive them on CRM or credit them to the account if the invoice has been generated.Request refund if the fee has been taken by DD.I don't want to speak to an Indian call center, I want London now!!Advise customer that you will attempt London for them. Don't argue.Advise customer that the lines are busy and offer a message or your helpIn most cases the customer will take you up on the offer of help.If the customer insists on London only, dont be frightened to re-attempt the transfer, or get a message to London by raising a query.I didn't make the calls that are reflecting on my bill. What are you going to do about it?Call patterns. What types of calls are we dealing with. Frequency of calls etc.Check what equipment is on site. Perhaps there is faulty equipment generating the calls.Can we offer call barring as a solution.Address credits if this becomes an issue.I have been offered a better tariff, and I'm considering leaving XLN.Thank you for bringing the matter to our attention.Look at call patterns, and try to change the tariffLook at specific offer from new supplier most cases will show that the offer is not competitive.Remember the placebo effect here too. What could we offer this customerWhat is this 2.00 fee on my bill monthly?Its the payment processing fee.Request to add DD/CCSO to the account to avoid the monthly charge. We can save him 28.20 per year on these fees.If the customer is livid, waive the monthly fee permanently. Save that customer.

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Service promptsService:Bullet point prompts:Remember as a rule you are looking at good and bad customers. What services can you up-sell?Provisioning Process:Seamless, Like for Like transferApprox 21 days to completeNothing changesNothing to worry aboutNo cost to actionTariffs:Look at call patterns.Can you offer him a better tariff based on the call patterns?Remember the placebo effect!!!!If he wants a specific comparison, get specific billing in from his previous supplier.Billing from previous supplier must include call types, individual call duration and costs.If he's on the best tariff available, can you offer him a service? Or a monthly line rental etc? We want to stop the cust from leaving us.Select Services:Why is he needing the select service?Have you ordered the right service? Probe the cust properlyCan you give the instructions for use now, or will letter be sent.Activation timescales, and costsMove Premises:Where is cust moving to? FULL ADDRESS is essentialWhen is he moving?What are we doing with incoming calls while we wait for the engineering appointment?Effecting all lines on the account?What are we doing if the CLI cannot be retained? Caller Redirect or Remote Call Forwarding109.99 + VAT to move a line.Takes approx 2-3 weeks, but we will have it done asapLine Conversions:Converting the line up or down?Why is the conversion needed? Maybe its not required and you could save this cust the engineering costs.Converting a 4 line multiline to a 3 line multiline will not cost the cust anything, but converting a 2 line multiline to a single line will cost the cust 99.99 + VAT.Takes approx 2-3 weeks, but we will have it done asap.New Lines:Why is the new line required?What must the DE listing be?What services and tariff is required?Costs 109.99 + VAT per line required.Takes approx 2-3 weeks, but we will have it done asapNuisance Calls:What is happening?Has the cust tried dialing 1471? We need to know if the nusiance call is displaying its number or not.Is the caller displaying is CLI?What service can we offer? Caller Display/Choose to Refuse/Anonymous Caller Reject.TPS registration offered? 28 days to complete, and is FOCNuisance Call Bureau?Renumber?Change of Tenancy:What is debt looking like on the account?When was the business sold? What date must the COT take effect?Details of new owner?Does the DE listing need to change? Tariffs or services?Forwarding address for old owner, to send final invoice out.No charge for this service. Effective from COT date.Credit Control Process:Initial monthly invoice is sentReminder letter is sentText message can be sent if mobile number is available. You will see this noted on CRM.Voice text is sent. You will see this noted on CRM.Calls are made from outbound credit control team to chase the debt. Notes will reflect on CRM.OCB is placed.If no response is received from OCB, and ICB (TOS) is placed.If no response is recd within 3 months the account will be closed and the lines ceased. This action is taken by Credit Control.Debt handed to Credit Security to recover.Cease Lines:Why is the cease required. Remember cease is a permanent service.Cease takes 3-5 days to completeTake forwarding address for the final billBE ABSOLUTELY SURE THAT A CEASE IS WHAT IS REQUIRED!!Cancellations:At present we are not disputing any cancellation fees. Just apply the credit or waive the charges.This will be applicable until further notice.If a cust feels he has been slammed, we are also not disputing this fact. If their account is less than a month old, waive the cancellation fees, and billing generated if you have to.To make the telephone line leave our base a transfer request must be submitted from the gaining supplier. This take approx 21 days to complete.Task to make sure this happens. Cust will try and get free billing from XLN.

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Talk Talk issuesDeposit may be requiredMinimum 18 month contractConnection fee may be chargedTariff change may incurr fees & Cancellation fees for existing tariffAvailable to RESIDENTIAL CUSTOMERS onlyInclusive minutes are to other TALK TALK customers onlyIf cheaper tariffs become available, TALK TALK will not automatically swap customers to the cheaper tariff.Cant pick and choose tariffs. If the cust wants free Broadband its subject to certain tariffs, and is not negotiable.If the customer overrides TALK TALKs CPS the calls will be charges at a higher rate.If the customer moves, they have to prove the move to TALK TALK, they will not allow an account to cease without their say so, and this action may incur a fee.Cancellation fees are not specified.Moving premises, automatically renews the contract for 12 months, and another Broadband connection fee will be charged.Credit limits will apply.International calls are only free for the first 180 minutes.It is thought that TALK TALK are having to install their own equipment within the exchanges to have the ADSLActive through this FOC service. If they receive too few orders within a specific area, they will not be ableTo supply ADSL, and the customer would have signed up for nothing.I STOPPED LOOKING AFTER PAGE 15, this contract is not competition to XLN at all.

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