Landline

Land Line Frequent Questions

Can Heart Telecom transfer my line?

We can transfer lines only where the underlying provider is BT. Please note that this may include lines provided by Bulldog, NTL, TalkTalk and other providers in addition to BT. We cannot transfer cable phone lines operators such as Telewest and NTL. To find out if you have a line that can be transferred dial 17070 from your phone. If it is a BT line you will hear your number read back to you. If you have any doubts, please call us on 0845 644 0611 and we will be very happy to find out for you. Alternatively, you can order a new phone line with us.

Can Heart Telecom install new phone lines?

Yes, we can install new phone lines. Simply call us on 0845 644 0611 for further information.

Are Heart Telecom line services as good as BT?

We buy your line services on a wholesale basis from BT Openreach and have the same level of access to systems and support from BT Openreach as BT Retail. By understanding your needs and exceeding your expectations we aim to provide better customer service than BT Retail. Because we have direct access to BT's systems we can allocate numbers, book installations, conduct site surveys and divert calls at the touch of a button giving you all the control you need.

How can you provide cheaper line rental than BT?

We buy your line services from BT Openreach on a wholesale basis and, by being efficient, we can pass on the savings to you. This way, you can save up to 20% on business analogue line rental and 15% on ISDN2 and ISDN30 line rental compared to BT.

Does Heart Telecom provide digital and ISDN lines?

Yes, Heart Telecom does provide digital and ISDN lines. To find out more about ISDN2 line rental click here. To find out more about ISDN30 line rental click here.

Does Heart Telecom provide line and call services to residential customers?

Heart Telecom is focused on providing premium quality services to businesses, professionals and home workers; however, we also accept orders from residential customers.

How can I be sure that I will have the UK's best business tariff?

If you find a tariff that is cheaper than ours then please let us know the details and we will match or beat it. This will guarantee you are always getting the best deal possible.

Can I use Heart Telecom if I have a PBX or Versatility phone system?

You can keep the maintenance of your system with the same company you already use but route your calls through us and make great savings. Usually there is no need to make any changes to your system, by placing Carrier Pre Select on your line your calls will automatically be routed by us. If you have any questions, please call us on 0845 644 0611.

What line maintenance options do you provide?

There are 3 different levels of line maintenance care available;

Level 1 - Cover for weekdays excluding Bank Holidays, 8.30am to 5.30pm.

Level 2 - Cover for Monday to Saturday, excluding Bank Holidays, 8.30am to 5.30pm.

Level 3 - Cover 24 hours a day, 365 days a year, Guaranteed 4 hour response time by a customer services representative.

Once you call Heart Telecom we register the fault with BT Openreach who then investigate. Should the fault require an engineer's visit a BT engineer will visit your site. Please note that if a fault is not as a result of a BT defect the visit and associated work will be chargeable. These terms are consistent with BT Retail.

For more information visit the Line Features page.

How will I be charged?

We bill monthly on a calendar month basis and collect amounts owed on the 14th day of the following month by direct debit. Calls are billed in arrears and line rental is billed in advance. For the first month of line service we will bill pro rata from the date of go-live to the end of the month and the next month in advance.

How long does it take to go-live?

There is an industry standard 2 week lead time for calls and line orders to go live. If you order calls and line rental then both services will go live on the same date. If you have a PBX system you can programme your system for calls to go live immediately, please call 0845 644 0611 for further details.

What happens to my Back-to-Base alarm system?

Back-to-base alarm systems often dial Premium Rate Numbers from your phone to report incidents to the company monitoring your system. Since, by default, Heart Telecom bars calls to Premium Rate Numbers, Back-to-Base systems may not work properly. The solution would be to remove Premium Rate Number call barring by logging into your control panel and selecting the relevant options.

What are the charges for an engineer fault visit?

If a visit is to fix a BT fault then there will be no charge. If the visit is to fix a fault which is not the responsibility of BT then the visit will be chargeable to you, the following rates apply;

Type of Repair		Normal working day	All other times except Sundays & Public Holidays	Sundays and Public Holidays
Type of Repair		£ Ex Vat	£ Ex Vat	£ Ex Vat
Call-outs to repair faults unless specifically mentioned below network, cabling, dropwire or underground feeds within a customer's curtilage including the Network Terminating point.	Per call out	85.00	110.00	130.00
	Per hour (or part)	55.00	85.00	100.00
	Minimum period charged	1hr	1hr	1hr

A visit charge will be applied if the line rental service was damaged by someone at the customer's premises, or due to theft, loss or removal of equipment or in the case of equipment owned by the customer or leased by the customer from a third party.

Items of equipment will be charged separately.