ZZoomm FAQ
dial and smile
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How did you get my details?
Dial & Smile works with Housing Associations, Estate / Letting Agents to provide a hustle free home phone package. Whether your moving in or out, renting or buying our dedicated team are here to help. Usually at the state of exchanging contracts (sometimes earlier depending on the agent) when you provide your details to the agent, you authorised them to pass your details onto us so we can take some of the stress out of the moving process. We go to great lengths to protect the information we hold and restrict that information to what is required to supply you with a telephone line and Broadband.
What is Dial & Smile?
Dial & Smile are part of the extremely successful Fidelity Group who have built their success in the business market place throughout the UK by providing award winning telecommunication services and equipment with many household names as customers, Fidelity Group has a presence on nearly every UK Town. Some of its customers include; NHS, John Lewis, Bletchley Park, Credit Safe, Leicester Tigers, Local Government Buildings and many more. Take a look around our website, you’ll see we really understand the telecoms industry and have a team of experts who are all passionate about telecoms.
What is an ATA?
An ATA (Analogue Terminal Adapter) plugs into your broadband hub and allows you to connect a standard household phone or DECT base station, even if the DECT base station has multiple handsets. The ATA is the digital gateway to the telephone exchange.
How will I be charged?
Line rentals are charged monthly in advance with any call charges in arrears.
How will I receive my bill?
We promise to email you the monthly bill within eight days of the start of the month and the direct debit will be collected around the middle of the calendar month. During this time our website has a special login section for you that allows you, not only to review your bill, but in fact gives you daily records of all calls made.
How will my calls be charged?
This is where real savings will be made. There will be no charges for Local Or National Phone Calls or International calls to Europe & North America, Mobile calls are charged at 5ppm and you simply pay for the call at our special prices. With international calls transparently billed, per second, you only pay for what you use.
What happens if I have a fault?
Our dedicated technical team are here to help resolve any technical issues that you may have. Simply call 0800 0800xyz* Monday to Friday from 8.30am to 10pm or Saturday & Sunday from 9am to 5pm.
Other people share my property, how will this work?
To ease communication, Dial & Smile asks to nominate one person to act as the main contract holder. All this means is that we will write to and call one person regarding your account. Should you wish to change the name on the contract, we can organise an account takeover by simply calling our Customer Care Team on 0800 0800xyz.
So how long is the minimum contract for Calls?
With our easy contracts, we offer an initial contract of 12months and then we just need 1 free calendar months’ notice of cancelation.
When I move out what happens to the ATA ?
If you have a standard router, then this is loaned to you for the term of the contract. If you move and take the services, you can take the router with you or simply post the equipment back to us.
Our responsibility to you:
- If you suffer a continuous total loss of the service at any time after we have provided it and you report it to us, we promise to put things right by midnight on the third weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 9pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 8am on the next weekday after the day you reported the fault to us.
- If we do not put right a continuous total loss of service that is due to a fault in the BT network, we will provide a daily rate rental credit for each whole or part day we are late in repairing the service. It is equal to the daily charge of your rental for each day that applies. The daily charge is twelve times the monthly rental charge (including VAT) divided by 365. You will not be entitled to a rental credit if the fault relates to your phone line or is due to equipment you have bought from other suppliers.
- You will need to contact us to claim the rental credit. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
- If you suffer an intermittent loss of the service at any time after we have provided it and you report it to us, we promise to put things right. If we do not do so, we may provide you with compensation to reflect the value of the loss of service. Compensation for an intermittent loss of service will be agreed between us on a case by case basis.
