|
|
|
|
|
What is involved in changing from my current supplier to Lotus? |
Changing to Lotus is a simple process with no interruption to service; you'll even keep your existing telephone number. Once you have completed the sign up process, we will send you confirmation of your order by post. You do not need to inform your existing supplier, we will do it for you. The transfer normally takes around 14 days, once completed you will have access to our award-winning services and begin making the savings.
|
| Will I still receive a bill from my current supplier? |
No, once you have switched, you will receive one easy to understand monthly bill from Lotus. It will include your call charges, line rental and broadband (if transferring to Lotus).
|
| Why do I have to pay by Direct Debit? |
Direct Debit is safe and fully protected by the Direct Debit Guarantee. Any person settling invoices by Direct Debit is covered by the standard Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If an error is made by us or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. Lotus will notify you 10 working days in advance of your account being debited; your bill will be viewable on our website at least 10 working days before the payment date. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.
|
| Will there be any changes to the way I use the phone? |
None at all. You will enjoy the highest available quality in call service, keep the same telephone number and no additional equipment is required. You just pick up the phone and dial as normal. The only difference will notice is our company name on your bill and the significant savings you will make.
|
| Will I need any new equipment and/or will an engineer visit? |
No, Lotus is an equipment-free service, all the work is carried out at your local telephone exchange, and there will be no disruption to your service. You can continue to use your current telephone handset exactly as you are used to.
|
| What should I do with previous suppliers' equipment now that I have joined Lotus ? |
All previous suppliers’ equipment will require removal upon transfer to Lotus. Most equipment can be unplugged easily or switched off. If however you are transferring Broadband to Lotus and are using your own equipment, you will need to ensure this is configured correctly. We will send you the relevant settings to do this in your welcome pack. Please note we only support the set up of our own Broadband equipment.
|
| What level of service can I expect? |
We use the highest quality digital networks, therefore your calls and line quality will continue to be crystal clear and 100% reliable - the only reductions you’ll notice are the charges on your bill each month! However in the event of a fault, simply report it via our online Help Portal or call our UK based Faults Team on 0161 444 5555. We will arrange for the fault to be repaired by a qualified Openreach engineer. We will follow this up and ensure any problems are resolved in a timely and satisfactory manner.
|
| Will I still be able to dial directory enquiries / emergency services etc? |
Yes, you can continue to use any directory enquiry service. Calls to the emergency services operate in exactly the same way.
|
| Will I still have my number(s) listed in the telephone directory? |
Yes, unless you prefer to be ex-directory, in which case your number won't go in the BT directory.
|
| Will I be able to add new lines, or change my number? |
Yes, we offer a comprehensive service which includes new line installation. If you move address in most cases we can provide the same great service at your new address. Simply contact Customer Services via the Help Portal with your request.
|
| How can I determine the call destination on my itemisation? |
| The destination will show the area or country called for numbers starting in 00XX (International Calls) or 01/02/03XXX (Local, National Calls), for 08XX(Non-Geographic Calls) numbers it describes the service and for 07XX (Mobile Calls) or 09XX (Premium Rate Calls) it states the network and/or owner of that number. |
