frequently asked questions

1. How do I access The Phone Co-op?

To access The Phone Co-op's service, BT users need to dial a 4-digit prefix before each call. In most cases, access can be automated using the new Carrier Pre-Selection service. Alternatively, it may be possible to avoid dialling the prefix by using a dialler, specially programmed telephone or simply by pre-programming a memory button on your existing phone.

Cable customers need to dial a longer prefix and, again, may be able to automate access by programming a memory button or using a dialler or 'magic' phone.

We help each customer identify the best method when they sign up for The Phone Co-op's service.

2. Do I have to change my BT number?

No, you keep your current number.

3. Will I have to notify BT if I change to The Phone Co-op?

No. You remain a BT customer and will continue to pay BT for your line rental and any other BT services. You simply pay The Phone Co-op for the calls you make using our service.

4. Will I keep my BT services - eg 1471?

All your existing services will continue to function normally. The only restriction (imposed by BT) concerns the Light User Scheme. If you decide to join The Phone Co-op, you will no longer qualify for BT's Light User Scheme.

5. How do I use The Phone Co-op for accessing the  Internet?

You will need to alter the instructions in the 'dial-up networking' folder on your computer - we can supply step-by-step instructions to guide you through this procedure.

We also offer our own low cost alternative service for connecting to the internet called 'Pay less as you go'. For further details, see Internet Services.

6. Is there a minimum contract period with The Phone Co-op?

No.

7. Does The Phone Co-op charge a set-up fee or monthly service fee?

Not for standard home users.

8. Are The Phone Co-op's rates inclusive or exclusive of  VAT?

All rates quoted are exclusive of VAT.

9. How does the call quality and reliability of The Phone  Co-op service compare with BT?

We only use the best available alternative carriers, so you will notice

no difference between BT and our service.

10. Will I receive an itemised bill?

Yes. For more information see our Billing & Payment section.

11. Do I have to pay by Direct Debit?

No. In general, we do prefer customers to pay by Direct Debit (which keeps costs down and ultimately benefits you), but you may also choose to pay by cheque, standing order, bank transfer, or credit or debit card.

12. Why do I have to send in a phone bill?

The information on your current phone bill helps us ascertain that the numbers you wish to register with us do belong to you. We can also use the bill to estimate your likely call spend which, in turn, helps us monitor the effectiveness of our service.

13. Who is responsible if I have a fault on my line?

Ultimately, responsibility for the maintenance of your phone line will remain with BT or your cable supplier. If you do experience a fault, however, we do recommend that you give our Customer Services Department a call before your contact your line provider.