Telephone and Internet Broadband for the Elderly, Seniors and Retired PeopleLow Cost Fibre broadband and telephone deals for the elderly on just a 30-day rolling contract - With our new broadband and Digital Voice telephone service for the elderly and retired people, it gives you the flexibility to terminate the full broadband service or just the telephone service independently of each other on the same day if no longer needed. All too often we talk to people that have sadly lost partners, moved into care homes or can no longer use or need the internet service, and are left with having to pay for the broadband they no longer use due to being tied into a long costly contract.
It has been a challenge, but we have managed to come up with a flexible Fibre broadband service that can be remotely switched on to an existing Simple Telecoms Digital Voice telephone service, or installed from scratch, giving you the flexibility to terminate the broadband and/or telephone service with just 30-days notice or the same day should it become necessary. Why lock yourself or a loved one in to a long term contract? Flexible Fibre Broadband and Telephone Packages for the ElderlyAt Simple Telecoms, we understand that finding the right telephone and broadband packages can be a challenge, especially for the elderly and retired. That's why we offer low cost Fibre broadband and telephone deals giving you the flexibility to switch to our digital telephone switchover service seamlessly.
Our broadband phone lines are designed with the needs of the elderly and retired in mind. With our Broadband phone lines service, you can enjoy both high-speed internet and Digital Voice telephone to enjoy a complete communication package.
We offer flexible terms, so you can terminate the full broadband service or just the telephone service independently of each other.
About Broadband Prices - Check everything before signing on the dotted line.DON'T believe the headline price.Don't put your head in the sand and believe everything you read - Almost everyone seems to be offering extremely attractive broadband packages these days. However, It's very important to look at the detail in the fine print, as you could be paying more overall than you realize. Almost all low broadband prices shown by other providers do NOT include the telephone service, this is extra. If one is listed, it will not include a call plan, you will need to add this to your order which can significantly increase the monthly cost. If you decide not to have a call plan, be prepared to pay remarkably high calls cost and connection charges for all your calls.
Watch out for Broadband only services - This is the latest small print industry trick. We are seeing more and more customers trying to come back to us as they have found out that the Broadband service they thought they signed up for with a new provider did not include keeping or moving their telephone number, it's just a broadband feed and nothing more. If your line is converted to a new digital broadband only line and your telephone number is not moved at the same time, you will lose your number. If you miss this, there is nothing you can do, you're now in a contract.
If you need any help just give us a call on 0330 122 0000 Monday to Friday 9AM to 5PM
Our Fibre Broadband with a Pay As You Talk telephone line now includes our FREE Call Screen Lite Nuisance call blocker service. Fibre Broadband Only £31.98 /PM
with PAYG telephone service✔ Fibre 38 Mbps average download speed ‡
✔ Pay As You Talk Digital Voice telephone line****
✔ Keep your current copper telephone number
✔ Nuisance call blocker included Ψ
✔ Data only service, great for Amazon Alexa or Google Home
✔ Great for Netflix, iPlayer, Smart TVs and Video doorbells
✔ Browse, stream and download on a few devices at once
✔ Unlimited data. Help save on your mobile data usage
✔ 30-day rolling contract
✔ WiFi router included
✔ One off activation cost from £29.98* Unlimited UK landline calls Included in all our new Digital Cloud Broadband plansGet brilliant telephone and broadband packages at our lowest pricesOur Anytime call plans now include our FREE complimentary Call Screen Lite Nuisance call blocker service. Anytime - 40 Fibre £36.24 /month inc VAT
Including phone line
Unlimited UK landline Calls 38Mb/s average download speed ‡
Unlimited UK landline calls 120 mins per call*
500 minutes per month UK standard mobiles**
WiFi router included
Nuisance call blocker Ψ
Includes Caller Display
1471 service included
1571 Answerphone service
30-day rolling contract
Unlimited with no data limits
Install lead time 10 working days.
Subject to available Digital infrastructure at your local exchange. Anytime + - 40 Fibre £38.98 /month inc VAT
Including phone line
Unlimited landline / Mobile Calls 38Mb/s average download speed ‡
Unlimited UK landline calls 180 mins per call**
Unlimited UK mobile calls 120 mins per call***
Unlimited calls anytime to over 30 countries †
WiFi router included
Nuisance call blocker Ψ
Includes Caller Display
1471 service included
1571 Answerphone service
30-day rolling contract
Unlimited with no data limits
Install lead time 10 working days. Subject to available Digital infrastructure at your local exchange. Anytime + - 80 Fibre £39.98 /month inc VAT
including phone line
Unlimited landline / Mobile Calls 56Mb/s average download speed ‡
Unlimited UK landline calls 180 mins per call**
Unlimited UK mobile calls 120 mins per call***
Unlimited calls anytime to over 30 countries †
WiFi router included
Nuisance call blocker Ψ
Includes Caller Display
1471 service included
1571 Answerphone service
30-day rolling contract
Unlimited with no data limits
Install lead time 10 working days. Subject to available Digital infrastructure at your local exchange. *Broadband only activation cost is subject to their existing infrastructure listed in the Openreach national database at the address. Broadband without a phone line - You’ll lose your home phone number and your home phone will no longer work if you do not move your telephone number in to us beforehand. - If this is not done you won’t be able to make or receive calls, including to emergency services - You won’t be able to get your home phone number back past 31 days from disconnection. You’ll have to get a brand-new number if you decide you need a home phone in the future. Personal alarms and any other services which need a telephone line to your home phone will no longer work. The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024.
One off telephone And Broadband Activation costAll our telephone and broadband services are on 30-day rolling contractsWhy lock yourself or a loved one in to a long term contract? Our Existing customersExisting Simple Telecoms Digital Line Customers
One off setup cost £29.98*
Remote upgrade to router
**NO engineer visit Restart/transfer a line to DigitalExisting infrastructure listed or migration from another provider
Setup cost from £78.50
Includes router
**NO engineer visit New Digital InstallationNo existing infrastructure listed.
New installation one off setup cost £138.00
Includes router
Includes engineer visit **Engineer Visits - You can request an Openreach engineer visit to connect your router up for you. However, this is an additional cost. Transferring lines from select providers will also require an engineer visit.
Why lock yourself or a loved one in to a long term contract?We offer the flexibility to move back to a telephone only service – Why lock yourself or a loved one in to a 18, 12, and 24 Month Deal. All too often we talk to people that have sadly lost partners, moved into a care home or can no longer use or need the internet service, and are left with having to pay for the broadband they no longer use due to being tied in to a long costly contract.
Our broadband and telephone service for the elderly, and retired people, gives the flexibility to terminate the broadband service, and move down to just a telephone service only, and the monthly rental will be adjusted to a lower amount to reflect this. Likewise you can drop the telephone service and just keep the broadband service.
Because circumstances can change a lot in 18 or 24 months time.
Digital Voice Telephone plan information Fibre Broadband plus PAYG phone line **** We can move your existing telephone line number, or you can have a nice new number. Then all you do is plug your telephone handset into the router we send...simple...
A Basic PAYG phone service is a pay as you call service, and the line rental is included in the monthly broadband cost. If you do not wish to use the telephone service or move your telephone number, we can switch the service off remotely for you.
NO cost for incoming calls
Calls to UK landlines cost 6p a minute, day or night.
Calls to UK mobiles cost 10p a minute, day or night.
Call connection charges 10p per call, day or night.
Free Caller ID
1471 last caller service included
30-day rolling contract.
The call plan cannot be changed on this this Broadband only service. Voicemail can be added for £1.00 per month inc VAT if required.
****UK landline numbers starting 01,02, and 03. Standard mobile call rates are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, Three and other providers in charge bands FM1, FM3, FM4, FM5 and FM6 at any time. Other mobile networks are charged at a different rate. *After 120 continuous minutes to a UK landline numbers starting 01,02, and 03. The standard rate for the remainder of the call over the 120 minutes will apply. Customers should hang up before 120 minutes and re-dial to avoid additional charges.
**After a total of 500 minutes per month to UK standard mobiles have been used, the standard mobile rate for mobiles calls made will apply depending on the time of day.
UK included standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, Three and other providers in charge bands FM1, FM3, FM4, FM5 and FM6 at any time. Other mobile networks are charged at a different rate. Please note, this does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular network. Weekends are Saturday 00.00 to Sunday 23.59. Daytime Monday to Friday 7am to 7pm. Evenings & nighttime Monday to Friday before 7am & after 7pm. Included UK landline calls are subject to a Fair Usage (FUP)
Calls over the 120 minutes to UK standard landlines starting 01, 02 and 03 always cost 2p per minutes, NO call connection cost.
Over the 500 included mobile calls to UK standard mobiles cost 7ppm peak, and 4.5ppm off-peak, NO call connection cost. Anytime + - 40 Fibre **/*** *After 180 continuous minutes to a UK landline numbers starting 01,02, and 03, the standard rate for the remainder of the call over the 180 minutes will apply. Customers should hang up before 180 minutes and re-dial to avoid additional charges.
**After 120 continuous minutes to a UK standard mobile have been used, the standard mobile rate for mobiles calls made will apply depending on the time of day. Customers should hang up before 120 minutes and re-dial to avoid additional charges.
UK included standard mobile minutes are for mobile networks O2, Orange, T-Mobile, Vodafone, H3, EE, Three and other providers in charge bands FM1, FM3, FM4, FM5 and FM6 at any time. Other mobile networks are charged at a different rate. Please note, this does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular network.
Weekends are Saturday 00.00 to Sunday 23.59. Daytime Monday to Friday 7am to 7pm. Evenings & night time Monday to Friday before 7am & after 7pm. Included UK landline and UK mobile calls are subject to a Fair Usage Policy (FUP)
Calls to UK standard landlines starting 01, 02 and 03 always cost 2p per minute, NO call connection cost.
Calls to UK standard mobiles cost 7ppm peak, and 4.5ppm off-peak, NO call connection cost. Anytime + - 80 Fibre **/*** The Anytime + 80 Cloud service is identical to the Anytime + call plan, but offers a faster broadband of 56Mb average download speed ‡ Please contact the team on 0330 122 0000 for more information. Nuisance call blocker - Anytime call plans Ψ Ψ This is FREE complimentary service and will be added to all our Anytime Digital Voice call plans automatically.
- To enter the blocking menu you dial 1472 and you will hear a welcome message
- To block the last number that called you press 1
- To block or unblock a number or check if it's in your blocked list, press 2
- For individual Call Type Blocking, press 3
- The setting of Individual calls types include Withheld numbers and full blocking of International incoming numbers.
- Calls that are allowed through (in your white list) but not picked up will go to your voicemail.
Anytime + 40/80 included NGN 08 number bands (SC) Anytime+ Cloud call plans only - Includes 100 minutes to the NGN / SC listed (084, 087) numbers below. Once a total of 100 minutes per month have been reached, calls are billed at the listed band rate plus the per minute access cost of 10p per minute. SC001, SC002, SC003, SC004, SC005, SC006, SC007, SC008, SC009, SC010, SC011, SC012, SC046. Unlimited landline calls to over 30 countries † Anytime + Cloud plans only - † After 60 continuous minutes to included International countries listed below, these calls will be charged at the listed standard rate for the remainder of the call. Hang up before the 60 minutes and redial to avoid incurring call charges. Calls are subject to a Fair Usage Policy (FUP). † Included countries' landlines only - Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Canary Islands, Chile, Cyprus (Excl. North Cyprus), Czech Republic, Denmark, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Malta, Mexico, New Zealand, Norway, Netherlands, Poland, Portugal, Puerto Rico, Romania, Singapore, Sweden, Switzerland, Spain, USA (Excl.premium), USA Freephone, USA Great Lakes and USA mobile phones. Barring calls to 118 numbers - 118 are directory enquiries services Calls to 118 telephone information services are barred as standard. Calling 118 numbers are extremely expensive numbers to call. The barring can be lifted, however we will ask for a deposit before this can be done. Barring of International and Premium rate numbers To safeguard all our customers, call barring for International (other than included International countries) and Premium rate numbers starting 09 and some 08 numbers will be applied automatically to the telephone line.
Barring calls to mobile phones and 999 emergency services is an opt-in service. Please contact customer services to opt in the mobile barring service free of charge.
Please note - Due to Ofcom directive classifying certain (not all) 08 numbers as premium rate, you will still be unable to call some 08 numbers as they are now classed as Premium rate numbers, so please check with your equipment or Care Alarm provider, as well as any catalogue companies you may call, as these numbers may be barred, and this premium rate barring cannot be removed, unlike the international call barring, which can be removed. Ofcom directive classifying certain 08 numbers as premium rate in these charge bands, SC011, SC13, SC014, SC047, SC075, SC092, SC093. It is possible to lift the barring on these charge bands but we will require a deposit before this can be done. The same will be required to access high cost International destinations.
Broadband Frenquently asked questionsIm not a Simple Telecoms customer, can I still have a Broadband only service from you? Fibre Broadband Only Service - *Broadband only is subject to their being existing infrastructure listed in the Openreach national database at the address. Broadband without a phone line - You’ll lose your home phone number and your home phone will no longer work. - You won’t be able to make or receive calls, including to emergency services - You won’t be able to get your home phone number back. You’ll have to get a brand-new number if you decide you need a home phone in the future.
Personal alarms and any other services which needs a telephone line to your home phone will no longer work. ‡ What broadband speed can I get? We offer a range of broadband packages with different speeds. Going from just 38Mbps up to a whopping 1Gbps feed. We always run a check on the telephone line and the address to find out what speeds we expect you to actually get. You will also get given a minimum guaranteed download speed. Broadband services and speeds are dependent on the distance from your home to the exchange or cabinet and external factors such as the wiring in your home, electrical interference and how many people are using the sites you're visiting. We'll use your postcode and phone number (if you provide it) to give you a personalized estimate of the speeds you can expect to receive. Speeds are measured up to the Router, not over WiFi. Our Fibre broadband is subject to availability, geographic location, computer specifications and a line and exchange check. Will changing my call plan change the cost of the broadband? Changing from the Anytime rental to a higher call rental plan will increase your monthly cost. Likewise, moving from a higher call plan to a lower call plan rental will lower your monthly cost. Just a reminder that we do have a small admin charge for moving call plans. Furthermore, this can only be done at the start of a new billing period. How much data can I download? All of our broadband packages are totally unlimited. This means you can download as much as you want, whenever you want and we won't slow you down at any time. However, like all other providers, in order to protect our customers and our network we have FUP and AUP policies in place. These obligations require your use of our services to be for private, personal, and legitimate consumer purposes. Do I have to have a Simple Telecoms telephone line to have broadband? Our Digital Voice telephone and broadband services are a combined service. However, we do offer a broadband service only on both FTTC and Full Fibre (FTTP FTTH) with a simple PAYG a telephone service, which if you chose not to use you will not be charged any extra. If you do make calls using the service, we will only charge you for the calls made. Do you offer a telephone service that will run over my own broadband? Yes, we offer a VoIP cloud based telephone service which is the closest alternative to a home telephone phone service for customers who have or can get Fibre to the house (FTTH, FTTP). We operate our own telephone network that we run our cloud telephone services on. This allows us to move your copper-based telephone number into our network, and then provide an internet-based voice service that uses your broadband feed to make the calls. This is done via a special router that we send you, and all you need to do is plug in your standard handset to the router, and off you go. You do not need a copper-base telephone line for this service. Click here for more informationCan I change my broadband service and speed? Yes, you can move broadband speeds, however, this would be classed as a change of service and there would be a cost to do this. This is also the same to move to a FTTC/FTTP fibre service, as this is classed as a new service. Do you offer faster broadband services? We can provide broadband speeds from 40Mbps, 55Mbps, 80Mbps, 160Mbps and 330Mbps. On Full Fibre we go from 40Mbps right up to a whopping 1000Mbps (1Gig). The broadband service is subject to it being available at your local exchange. Our Fibre broadband is subject to availability, geographic location, computer specifications and a line check. Please contact us for more information. Can I get a free email address? We can provide you with an email address, however these are not free. The cost per month providing you have a live broadband connection with us would be 50 pence per month. If you move or terminate the broadband service with us, the cost would increase to £3.99 per month. All email services are POP3 and includes Spam filtering and anti-Virus. You can send and retrieve emails from your PC and mobile phone, as well as from any PC via our online web interface. Can I add Broadband to the Super Saver and Basic Cloud call plans? Unfortunately not. We only offer broadband on our Anytime call plans. It cannot be added to the Basic or Super Saver Cloud services. Fault Care Levels and response times (Please take the time to read)
Our digital voice service platforms have a 99% uptime. But the first thing we recommend is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router unless we ask you to do so). We can also run test calls through your account to check the service is fully online and routing calls correctly.
Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line a priority fault application cannot be made outside working hours, weekends, or public holidays. Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your broadband (which is the underlined service for your telephone services).
A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of Broadband Care Level takes 5 working days to complete.
Digital Line/Broadband Basic Care - Included
Basic Care is included in all services. Basic care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Basic Care Faults can only be logged with Openreach between 9AM
and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 72 working hours of receipt of the fault report, excluding any allowable parked time.
Digital Line/Broadband Standard Care - £1.99 per month inc VAT - Standard Care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Standard Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00 7 days a week. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding Bank Holidays and Weekends. and any allowable parked time. Please contact us for more information.
Digital Line/Broadband Enhanced Care - 24 Clock Hours - £14.99 per month inc VAT - Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information.
Digital Line/Broadband Premium/Critical Care - 8 Clock Hours - £19.99 per month inc VAT - Premium/Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 8 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information.
Frenquently asked questions about digital voice linesWhy are MPF and Virgin lines classed as a new installation? OK, let's deal with Virgin first. Virgin telephone lines are a completely different technology and are not connected to the main Openreach telephone network at any point. Which means a completely new line will need to be installed for the new digital service. An MPF line which are used by providers like Sky, TalkTalk, NowTV, Shell, Post Office and several others are copper-based lines, but are not directly connected to Openreach. So, the MPF line needs to be converted back to a full Openreach line for a digital line conversion and the moving of your telephone number at the same time, which is not possible to do on an MPF line. An MPF transfer and conversion takes up to 25 working days to complete. Can I keep my telephone number? Yes, we can move 99% of telephone numbers - Most people have had their telephone number for years, and for a lot of seniors and pensioners keeping their telephone number is a must. Unlike most providers, we run our own telephone network and platforms (Similar to TalkTalk and Virgin), and have telecom switches based in Bournemouth, London, Amsterdam, and Strasbourg, as well as using BT Openreach lines. So regardless of if you're moving home, to a different part of the country, or even a different part of the world, we have the technology so you will always be able to take your current phone number with you. Will my telephone extensions still work with a digital line? Yes, and no, when a line is converted to a digital line all extensions will stop working, as these are copper based lines. However, depending on your booked installation with us, Openreach can fit a Voice Reinjection plate. In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets), providing these extensions have been installed by Openreach and not a third party. This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring. However, we strongly recommend using a BT 4600 cordless phone kit as reusing these extension sockets and wiring may give you problems in the future. Openreach are only responsible for faults up to the back of the main telephone socket. So, if you do have a problem with an extension this could be costly to fix. Do I need to contact my current provider? No, we'll send them a transfer request for you. Once we have placed your order, your current provider may send you a letter or email just to let you know that your telephone number is transferring to us. Once the transfer has been completed, your old provider will send a final bill to you for anything outstanding. Can I use my old telephone on the new service? Yes, any standard telephone will work with the new digital lines, even ones with built-in call blockers. So, there is no need to get a special phone. How long will it take to switch or install a new Digital Cloud line? Switching your current telephone service or installing, restarting a new Digital Voice line usually takes about 15/20 working days, depending on the service you have selected. We'll normally let you know what day your service will be live within 48 hours of accepting your order. New line installations can be requested on an AM or PM time slot. Virgin transfers can be problematic though, as it relies on several factors, such as Virgin releasing the number to us on a given day and time, and that there are no hold-ups with the Digital Voice and Broadband installation. The cost to transfer a Virgin number is also slightly higher to cover the extra administration cost. Are the call as good as a cooper-based line? Yes, the quality of the calls will be as good as your internet connection, and unlike copper-based lines you will not suffer from noisy or crackly lines any more. Can I move my telephone number to different provider? Yes, however, the provider you are moving to will be responsible for this process. Customers that have ported their telephone number out of the Simple Telecoms network to another provider will not be eligible for a free of charge port back to the Simple Telecoms network until the term of 24 months has passed from the original port out date, irrespective of any current or future offers being advertised in the press or Simple Telecoms websites. Should you wish to move your telephone number back to us within the 24-month period, there would be a cost to do so. Also, the account and telephone number must remain live and paid up to the point of the transfer to move the number. Accounts and non-live telephone numbers cannot be moved under OFCOM regulations. Can I add broadband to the line later? Yes, you can add a full broadband service to the line at any point, and just like our telephone lines, the service is on a 30-day rolling contract as well with no disconnection or termination costs to pay. The current cost to add a full broadband service to a basic line is £74.99* inc VAT. The same cost applies to downgrade a service from a full broadband service to a basic service. If you would like more information, please contact our sales team on 0330 122 0000.
*Cost is depending on the current service and availability at the exchange Can I lift the barring of the International and Premium rate numbers? To safeguard all our customers, call barring for International and Premium rate numbers starting 09 and some 08 numbers will be applied automatically to the telephone line. Barring calls to mobile phones is an opt-in service. Please contact customer services to opt in the mobile barring service free of charge. Please note - Due to Ofcom directive classifying certain (not all) 08 numbers as premium rate, you will still be unable to call some 08 numbers as they are now classed as Premium rate numbers, so please check with your equipment or Care Alarm provider, as we bar calls to all premium rate numbers to safeguard our customers, and this premium rate barring cannot be removed, unlike the international call barring, which can be removed. Ofcom directive classifying certain 08 numbers as premium rate in these charge bands, SC011, SC13, SC014, SC047, SC075, SC092, SC093. What do I do if I have a fault with the telephone service? Our voice service platforms have a 99% uptime. In the event you experience any problems, the first thing we recommend is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router as this would wipe all settings). We can also run test calls through your account to check the service is fully online and routing calls correctly. It is worth mentioning that most problems that arise are caused by the internet feed itself, as the voice is only as good as the internet feed you are connected to. This can be down to congestion or packet loss on your feed. If you have a problem, contact us on 0330 122 0000 and we will be happy to help. Please see our "Fault care levels and response times." (Please take the time to read the tab below.) Fault Care Levels and response times (Please take the time to read) Our digital voice service platforms have a 99% uptime. But the first thing we recommend to do if you think you have a fault is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router unless we ask you to do so). We can also run test calls through your account to check the service is fully online and routing calls correctly and check the underline broadband service is online for the telephone line to work
Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line a priority fault application cannot be made outside working hours, weekends, or public holidays. Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your Telephone line and or broadband (which is the underlined service for your telephone services). A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of Broadband Care Level takes 5 working days to complete.
Digital Line and Broadband Basic Care - Included
Basic Care is included in all services. Basic care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Basic Care Faults can only be logged with Openreach between 9AM
and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 72 working hours of receipt of the fault report, excluding any allowable parked time.
Digital Line and Broadband Standard Care - £1.99 per month inc VAT - Standard Care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Standard Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00 7 days a week. If a fault is found this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding Bank Holidays and Weekends. and any allowable parked time. Please contact us for more information.
Digital Line and Broadband Enhanced Care - 24 Clock Hours - £14.99 per month inc VAT - Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information and cost.
Digital Line and Broadband Premium/Critical Care - 8 Clock Hours - £19.99 per month inc VAT - Premium/Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times we will process the fault the next day. Openreach will respond/Fix a fault within 8 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information and cost.
All prices are on top of any monthly rental charges. Can I have a second line on the same router? Yes, we can set up the router with a second line and telephone number, this could be used for an alarm system. However, you may need to return the router to us for programming if not ordered before we ship the new router to you. We also offer a discounted line rental for the second telephone line. Please contact us on 0330 122 0000 for more information. In the event of a power cut how can I still use my landline? You would need to purchase a battery backup for both the router and the handset. You can purchase a Battery Backup for your router from us, which will keep the unit powered for about one hour, however, this will not provide power to other devices like your cordless telephone or care alarm. This means customers will need to provide their own Battery Back Up arrangements for these devices, which we have found typically costs around £90 with VAT. If you would like help with this, please call us on 0330 122 0000 Monday to Friday 9AM to 5PM How will moving to a Digital Cloud based service affect my telephone devices at home? You will need to connect any telephone devices that currently are plugged into the telephone wall socket in the home, into a telephone socket on the router. This could include care alarms, Telecare devices, Intruder alarms, etc. You should contact your device service provider if you are concerned to make sure that they will continue to work with an internet-based service. We can also provide a second line on the router to connect these types of services if needed. If I have a copper-based service with you will you be forcing me to move to the new Digital Cloud service? NO, However, we are no longer installing or transferring any copper lines from the 16th of December 2022 if the exchange is a digital one. From September 2023 if you are on a copper line you can no longer move, or change any services on the line unless it's moved to a digital line. We will be letting our copper-based telephone customers know of the changes and the timescales involved in moving their services to the new Digital Voice Cloud telephone service. It will be left to the customer, as to when to move their service, should they wish to do so. However, please be advised that we strongly recommend against leaving it too long, as the closer we get to the switch off date, the more customers will be trying to move, and there will be a point where the amount of time left in relation to orders is not sufficient to move remaining services, meaning you will lose your service and your telephone number. So please don't leave this to the last-minute thinking you have plenty of time, as 47 million other customers will be thinking the same thing. Can I have a paper bill each month? Yes, as a paper bill can be sent each month at a small extra cost per month, and will be sent to your address. We also have a full online billing system, so a family member can keep an eye on things as well for you. Will my telephone extensions still work with a digital line? Yes, and no, when a line is converted to a digital line all extensions will stop working, as these are copper based lines. However, depending on your booked installation with us, Openreach can fit a Voice Reinjection plate. In Openreach terminology, Voice Reinjection is the way to route voice signals from a VoIP/Cloud service (Router) onto the existing home telephone wiring (other phone sockets), providing these extensions have been installed by Openreach and not a third party. This will become more common as copper pairs are replaced by optical fibre. Using a Voice Reinjection plate will allow continued use of extension wiring. However, we strongly recommend using a BT 4600 cordless phone kit, as reusing these extension sockets and wiring may give you problems in the future. Openreach are only responsible for faults up to the back of the main telephone socket. So, if you do have a problem with an extension, this could be costly to fix. How long are my 1571 voicemail messages stored for? The 1571 voicemail messages are stored on our system for 30 days. After this time they will be removed. Can I record a personal greeting for my voicemail service? Yes, to record your outgoing recorded message which will be played to callers if you are unreachable just dial 1571, and then press option 3, then follow the voice prompts.
Can I switch off the 1571 service? If you no longer need the 1571 voicemail service, just call us on 03301220000 and we will switch this off for you the same day. This is not a customer controlled option
Important information - Here's the Legal Bits Credit Limit and Credit Check When you apply for any telephone or Broadband service contract with us we will perform a hard credit check on the user and the address the service is being provided at. We may also credit check the bill payer if different to the user. This will involve a credit reference agency to confirm your identity/s. They'll also examine your financial records and borrowing history. Using this information provided by the credit-rating agency, which in our case is Creditsafe. We will then make a decision whether to accept you for the contract/service you’ve applied for. This decision is made solely by our credit-checking team based on the information from Creditsafe. A credit check is ONLY performed once a direct Debit has been set up with us, as this is regarded as an acceptance of our terms and conditions, and intent to apply for a service. If your credit rating prevents you from getting a contract from us we may offer a tailored solution for people with bad credit. If your application is accepted a credit limit will be placed on the account for any chargeable calls. This safeguards our customers from running up a large bill. If this credit limit is reached outbound calls will be barred other than 999 freephone and the NHS helplines. However, if you have a Care Alarm this may cease to operate if your credit limit is breached. Call spend Warnings can be set up within our online billing system, and we strongly recommend this is done. Please note. Any credit check performed be it on the end user and or the bill payer will show on your/their credit history.
Who is CreditSafe? - Creditsafe, are global intelligence experts, specialise in business and consumer credit checking, and is the world's most used provider of online credit reports. Your credit history is checked by CreditSafe. If you have any questions about your credit file you'll need to speak directly to CreditSafe. General Terms and conditions All service are provided on a 30-day rolling contract, with no disconnection or termination cost. Please click the link below for our full terms and conditions. General Terms and ConditionsAddendum - Broadband Services Addendum - VoIP Services (Digital Voice) Consumer Price Index Rate Increase If you sign up to a new contract or renew your contract for a telephone service (including call charges, features, add-ons, broadband, mobile and VoIP plans) the monthly price will increase each year from April 2024. That increase is based on the Consumer Price Index (CPI) Rate of inflation which is published in January each year plus 3.9% Emergancy Services Listing (999, 112) It is the end user’s sole responsibility to notify us of a change of address/location where the service is being used on a permanent basis. This will be used by the police, fire, and ambulance services to provide 999 services to the caller, and allows them to identify who is calling. The Service can be accessed from within England, Wales, Scotland, and Northern Ireland. If you use the Service outside England, Wales, Scotland, and Northern Ireland you will not be able to call emergency services in the country where you are located. Billing monthly charges for services You will be charged rental from the day Simple Telecommunications Ltd supply the service. All chargeable services are paid in advance. The first invoice will show a charge for the whole month in which the invoice is issued and for the whole of the following calendar month. (2 whole months.) This advance payment means you'll have covered your 30-day notice period for cancellation, allowing us to terminate your service/s for you the same day you notify us should it become necessary. It will also include the part month during which the service went live with us. Services are provided subject to status and or credit check. We only accept Direct Debit for monthly service payments. Our Direct Debits are regulated by the Financial Conduct Authority as an Authorized Payment Institution. Your payments are protected by the Direct Debit guarantee. Direct Debits are set up directly via our website or by email. No more filling out paper mandates and posting them back. Services and paying via Direct Debit are subject to status and or credit checks. Will you do a credit check before I can have a service? If you’re new to Simple Telecoms, we’ll carry out a credit check as part of your application. If you have a low credit score you may have to pay a security deposit. We’ll let you know what that is before you complete your order.
If you’re an existing Simple customer switching to a new service we won’t carry out a credit check unless there is a history of late or poor payments. This includes repeated cancellation of Direct Debits. What happens if I want to cancel my service? Simple, If you want to cancel your service, please call us on 0330 122 0000 and we will switch the service off for you the same day. If needed. Please remember if you cancel your broadband service completely you will lose your telephone service. If you wish to retain your telephone service, you will need to move to one of our phone line only services. There may be a small admin cost to do this. Fair Usage Policy (FUP) and Acceptable Use Policy (AUP) Like all other providers, in order to protect our customers and our network, we have FUP and AUP policies in place. These obligations require your use of our Services to be for private, personal, and legitimate consumer purposes. For information on our FUP and AUP policy, please click the link below. Digital Voice Telephone Full Terms and Conditions. Information on Telecare and personnel Care Alarm systems Customers who are vulnerable or using pendant service need to contact their service provider, as not all personal/care alarm services are compatible with digital telephone lines. It's the equipment provider's responsibility to make sure their equipment is compatible with digital lines, not the underlying service provider. We strongly advise that you check with your alarm provider before committing to taking a digital line, as moving back to a copper-based line may not be possible to reverse. Click here for more InformationInformation on Home Alarm systems Fault Care Levels and Response Times (Please take the time to read) Our voice service platforms have a 99% uptime. But the first thing we recommend is to reboot the router, as they can lock up from time to time (Never do a Factory reset on the router as this will wipe all settings). We can also run test calls through your account to check the service is fully online and routing calls correctly.
Simple Telecoms customers only - First and foremost, If you have a chronic long-term illness or disability, we would strongly recommend moving to a higher fault repair level if you need a faster response time. It is the end user’s responsibility to make sure they have an adequate care level in place that will offer coverage for faults outside normal working hours and public holidays, should they feel this is needed. Regardless of the fault level on the line, a priority fault application cannot be made outside working hours, weekends, or public holidays. Care Level is the term Openreach uses to define their expected response times in the event you report a fault on your broadband (which is the underlined service for your telephone services). A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged, the fault may take longer to rectify. The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment, it will be. A change of Broadband Care Level takes 5 working days to complete.
Broadband Standard Care - Included
Standard Care is included in all services. Basic care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available, 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Basic Care Faults can only be logged with Openreach between 9AM
and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside of these periods a fault will be progressed by us between the hours of 09:00 -20:00. If a fault is found, this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 72 working hours of receipt of the fault report, excluding any allowable parked time.
Broadband Enhanced Care - Enhanced Care operates during Openreach normal working hours. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week (including UK Public and Bank Holidays). However, Enhanced Care Faults can only be logged with Openreach between 9AM and 6PM Monday to Friday, excluding Bank Holidays and Weekends. Outside these periods, a fault will be progressed by us between the hours of 09:00 -20:00 7 days a week. If a fault is found, this will be passed to Openreach to investigate. Openreach will clear/respond to the fault within 48 working hours of receipt of the fault report, excluding any allowable parked time. Please contact us for more information and cost.
Premium Care - Clock Hours - Premium Care operates 24 hours a day, 7 days a week, including UK Bank and Public Holidays. For the reporting of faults, the Simple Telecoms helpdesk is available 24 hours a day, seven days a week, including UK Public and Bank Holidays. Fault will not be progressed outside of office hours of 09:00 -20:00. Outside these times, we will process the fault the next day. Openreach will respond/Fix a fault within 24 clock hours of receipt of the fault report, excluding any allowable parked time. Please note - Openreach may turn up unannounced. An "Abortive Visit Charge" will be raised if there is no access to the address at the time of the visit. Please contact us for more information and cost. Ownership of Broadband Routers and ATAs As of 1st of September 2021, we own all new Simple Telecom provided routers, Hubs and ATAs sent out to customers. Not applicable to routers, Hubs and ATAs purchased previously by our customers. When you replace routers, Hubs and ATAs or leave Simple Telecoms, you will be required to return those items to us. If the unit/s are not returned, you will be liable for a charge. You have a total of 30 days to return your items, which includes the time taken for us to send out shipping labels. If you prefer, you may also post the equipment back using the Royal Mail. Proof of postage will be needed. The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2024.
Ultrafast CityFibre InternetCityFibre Ultrafast Symmetrical Full Fibre best Broadband only deals - Straightforward ultrafast broadband only deals with straight forward pricing - Available to over 3,500,000 premises, and increasing weekly. No telephone line needed. Some of our more tech savvy customers are finding they can live without a telephone landline, but many still depend on their landline for their broadband connection. However, this has all changed.
You can now get a 100% full Fibre Ultrafast Broadband only feed without the need to have an underline copper telephone service. However you may have had your telephone number sometime, and would like to just keep your telephone number live. So you can also add a Digital phone line service at a small extra cost per month, and keep your telephone number. The monthly price for monthly services will rise in April each year by the rate of inflation plus 3.9%, from 2023. |
