Our Code of Practice
As a provider of electronic communications and voice services, we are required by Ofcom to develop and publish a code of practice setting out the key information concerning the services we provide to you. This code sets out this information. For our complaints procedure, please refer to our Customer Complaints Code.
Introduction
We are Vectone Mobile Limited and our obligations under communications regulations include the provision of a Basic Codes of Practice (COP).
Our COP aims to tell you what services we offer in addition to Vectone Mobile phone services, how you can contact us if you have a problem, what we aim to do when you inform us of a problem, what you should do if you are unsatisfied with your service and outlines your responsibilities to us.
Who this COP applies to
Pursuant to the general conditions of entitlement as set by the Office of Communications, ("Ofcom"), this COP applies to domestic and small business customers defined by Ofcom as a customer of Vectone Mobile that is not a provider of communications services nor a business for which more than 10 individuals work (whether as employees or volunteers or otherwise).
Who we are
We are Vectone Mobile Limited, the company behind Vectone Mobile: the new UK mobile phone network. We are headquartered in London and aim to provide cutting edge and competitively priced mobile telecommunications services.
You can contact us by the following means:
By telephone: 02071790134
By email: support@vectonemobile.co.uk
By mail: Level 18, 40 Bank Street, Canary wharf, E14 5NR
Our Services
As a mobile provider, Vectone Mobile provides the following services to its private customers:
UK and International voice calls, Text Messaging, Voicemail, and Roaming (subject to our roaming partners as stated on our website).
Our services can be ordered on our website and through approved retailers. If you do not have a Vectone Mobile retailer near you, please contact us.
Additional Services & Products
In addition to Vectone Mobile, Vectone also offers business solutions which also offer quality private mobile communications solutions, in addition to award winning IP communication solutions. If you are interested in further information on our other products please contact us and we will be happy to provide you with further information.
Rights and Obligations for the Use and Provision of Vectone Mobile Services
Contract Conditions and Pricing Information
By using Vectone Mobile, you agree to our terms and conditions, a copy of which is included in your starter pack. These terms and conditions state your rights and obligations. You may also obtain a copy of the terms and conditions that apply to you by contacting customer services. The terms and conditions that apply to you may differ from the current version, available on our website at www.vectonemobile.co.uk.
The services can be cancelled by calling our customer services advisors on 0800 047 0752
The service may be cancelled by post pay customers outside their minimum contractual term on giving Vectone Mobile one month's notice. Post-pay customers who cancel outside their minimum contractual term will be required to pay all charges owed to Vectone Mobile up to and including the date of termination, including but not limited to subscription and call charges.
The service may be cancelled by post-pay customers inside their minimum contractual term on giving Vectone Mobile one month's notice. Post-pay customers who cancel prior to their contractual termination date will be required to pay all charges owed to Vectone Mobile up to and including the date of termination, including but not limited to subscription and call charges and all remaining subscription charges that would have otherwise been due under the minimum contractual term.
The service may be cancelled by prepay customers on giving one month's notice. The credit balance remaining at the time of termination is non-refundable.
For up to date call rates and for information on terminating your Vectone Mobile services, please also check www.vectonemobile.co.uk
Porting your Number
If you want to port in to Vectone Mobile or port out to another operator, check the dedicated section on our website at www.vectonemobile.co.uk or call Customer Services on 02071790134.
Checking your Vectone Mobile account details
To check the balance of your account, call us on 02071790134 or alternatively visit our website at www.vectonemobile.co.uk
Refunds
Where we have incorrectly charged you for services, we will credit your balance. Prepay customers will have their balance credited as soon as is practical and post-pay customers will have their balance credited in the invoice for the next billing cycle.
Customer Service
Where there are faults with the Vectone Mobile services, please contact our customer services advisors as soon as possible and we will make every effort to resolve the disruption as soon as possible. Please note that all Vectone Mobile services are dependent on you having a working and compatible handset which is authorised to connect to the Vectone Mobile network.
Marketing Practices
Where, in the future we choose to supplement this with direct marketing means we will abide by all relevant laws and regulations including, amongst others, the Data Protection Act.
Further information
We are obliged to review this code of practice and will do so at least annually. Where we alter this COP we will post it on our website at www.vectonemobile.co.uk Because each version of the COP carries a version number on the top right hand corner of the document you will always be able to tell whether a newer version is in existence.
For further information regarding this COP including how you may obtain a copy of the COP in alternative formats including large print, other available languages, and audio versions, please contact us and we will endeavour to assist you.
Regulatory Bodies
As we provide services to consumers, some or all of the following bodies may regulate certain aspects of our activities:
The Office of Communications (Ofcom)
Ofcom is the regulator for the UK telecommunications industry. You can visit their web site at http://www.ofcom.org.uk/, telephone them on 020 7981 3000 or 0300 123 3000 or alternatively write to them at: Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA
The Internet Services Providers' Association (ISPA)
ISPA is the UK's Trade Association for providers of internet services. You can visit their web site at http://www.ispa.org.uk/, telephone them on 020 7233 7234 or write to them at: Internet Services Providers' Association 23 Palace Street London SW1E 5HW
Code of practice for handling customer enquiries and complaints about Premium Rate Services
Premium Rate Services?
Premium rate services offer some form of content, product or service via fixed and mobile telecoms lines. These may be accessed by landline or by using SMS, PC (e-mail, internet, bulletin board) or your mobile phones. Services available as Premium Rate Services include TV voting lines, competitions, entertainment, chat lines, business information services, technical helplines, and mobile phone ringtones.
Premium rate services typically start with ‘09’ although similar services are sometimes offered on other numbers including numbers starting ’08’. For mobile text services, these are usually offered on four or five short codes usually starting with an ’8’ or ‘6’ and followed by a word. Directory enquiry services start with the prefix 118.
How do Premium Rate Services work?
In most cases, we route the calls to the network provider that has a relationship with the provider of the service to which you subscribed. The revenue is shared between the “originating operator” (us) and the telephone company that contracts with the service provider (who then shares it with the service provider). The majority of the revenue from calls to such services usually goes to the service providers.
In other cases, the originating operator can be the same as the operator that contracts with the service provider. The originating operator therefore retains a larger share of the revenue.
How much do they cost?
The charges for premium rate calls depend on the service and will sometimes cost more if you are calling from a mobile. Up to date pricing information of premium rate services can be found on www.vectonemobile.co.uk. For further information about a particular premium rate service, please contact Customer Services.
Text (SMS) services will sometimes work on a ‘reverse billed' basis. This means that you will be charged for receiving these texts rather than paying to send your own. The cost of these services will vary.
What are Internet Diallers?
Customers who browse the internet may also be exposed to internet dialler software: software that replaces your normal internet service provider (ISP) and connect to the Internet with a different dial-up telephone number, usually a premium rate number. This is an alternative means of charging for access to a particular website and may sometimes be attempted without your consent. Risk of inadvertently connecting to a premium rate service via a dialler may be minimised by avoiding clicking on pop-ups, improving computer security, or requesting that premium numbers be barred by contacting Customer Services.
Who regulates Premium Rate Services and what powers do they have?
PhonepayPlus (previously known as ICSTIS) is the regulator for premium rate services.
It regulates premium services using its Code of Practice which sets out the rules which all providers of premium services must comply with.
PhonepayPlus investigates complaints about premium rate services. It has the power to fine companies, bar access to their services and even bar the individual behind a service from running other services under a different company name.
PhonepayPlus also has an online service where you can check the cost and details of the service provider of a particular premium rate service simply by entering the number or shortcode.
More information can be found at http://psauthority.org.uk/
How do I unsubscribe from Premium Rate Subscription Services?
Some SMS services work as subscription services. You may for instance subscribe for updates to football scores: these will be sent to you at the intervals advertised by the service provider. In these cases, you will be charged on a subscription basis which means you will be charged for every message you receive until you unsubscribe.
To unsubscribe to premium SMS services, simply text STOP to the number with which you subscribed.
Barring Access to Premium Rate Services from Vectone Mobile
To bar access to Premium Rate Services from Vectone Mobile, please contact Customer Services.
The Telephone Preference Service (TPS) and the Fax Preference Service (FPS): ways to avoid Unsolicited Communications
The Telephone Preference Service (TPS) is a central opt out register whereby individuals can register their wish not to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make such calls to numbers registered on the TPS. You can register online with the TPS at http://www.tpsonline.org.uk/ or by phone on 0845 070 0707. Contact them directly for further details at:
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Fax 020 7323 4226
Email tps@dma.org.uk
The Fax Preference Service is a central opt out register whereby businesses (and individuals if they wish) can register their choice not to receive unsolicited sales and marketing faxes. It is a legal requirement that companies do not send such faxes to numbers registered on the FPS.You can register online with the TPS at http://www.tpsonline.org.uk/ or by phone on 0845 070 0702. Contact them directly for further details at:
Fax Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Fax 020 7323 4322
Email tps@dma.org.uk
Complaints to PhonepayPlus
You can contact PhonepayPlus to make a formal complaint or to get advice by:
• Completing the online form at http://www.phonepayplus.org.uk/
• Calling its free help line on 0800 500 212
• Writing to PhonepayPlus, Freepost, WC5468, London SE1 2BR
• Texting through its text-link on 020 7407 3430
You will be asked to provide personal information such as your name, address and contact details and the phone or mobile network you use. PhonepayPlus will also ask for information about when you were charged for using the premium rate service and you should provide any additional relevant information in your possession which may assist PhonepayPlus in their investigation.
What can we do to help?
We are committed to addressing all complaints, including requests for refunds, as quickly and fairly as possible. In the first instance we ask that you contact our customer services advisors by phone, email or mail. They will be able to advise regarding transactions on your account for premium services and provide further information about the premium rate services on your account and, in some instances, how you may obtain a refund.
By telephone: 02071790134
By email: support@vectonemobile.com
By mail: Level 18, 40 Bank Street, Canary wharf, E14 5NR
For further information please refer to our Customer Complaints Code
Our Code Compliance Representative
General Counsel
Email: legal@vectone.com
Code of practice for the publication of prices of calls to Number Translation services, 0870 calls and Personal Numbers
Number Translation Services (NTS) and 0870 Calls
NTS calls are calls to numbers that start with 08 (including 0870) or in some instances numbers that start with 05. NTS numbers are non-geographic numbers in that the number dialled does not relate to a specific geographic location (e.g. London or Manchester), but instead relates to a service (e.g. Customer services for a particular company).
The NTS number dialled by a caller is “translated” by the network to a geographic number to deliver the call to its destination.
Personal Numbers
Personal Numbers are numbers within the 070 range available for the use of personal numbering services. As above, this is a service based on number translation (NTS) that enables the holder to be called using a single personal telephone number and to receive this call on another telephone number.
They are useful in that they provide a dynamic, follow-me-anywhere service.
Charges for calls made to NTS Services, 0870 Numbers and Personal Numbers from Vectone Mobile
Charges for calling NTS Services, 0870 Numbers and Personal Numbers from Vectone Mobile are set out on our website www.vectonemobile.co.uk. These charges are given the same prominence on our website as calls to geographic numbers, calls to mobiles and call packages and include any variations by time of day, and any special offers, discount schemes or call bundling arrangements.
For more Information and for Complaints
Further information requests and complaints may be directed at Customer Services on:
By telephone: 02071790134
By email: support@vectonemobile.com
By mail: Level 18, 40 Bank Street, Canary wharf, E14 5NR
The Office of Communications (OFCOM) is responsible for the regulation of 0870, NTS and personal numbers (Note: Ofcom does not handle individual disputes or complaints)
Ofcom’s Advisory Team may be contacted on 0300 123 3333 or 020 7981 3040
Our Code Compliance Representative
General Counsel
Email: legal@vectone.com
General Condition 23
Pursuant to Ofcom’s General Condition 23, our obligations when selling or marketing mobile services are as follows:
We must not -
• Engage in dishonest, misleading or deceptive behaviour
• Engage in aggressive conduct
• Contact the customer in an inappropriate manner
Termination of voice calls
Our standard charges for terminating a voice call, from 01 April 2017, are:
| Day | Evening | Weekend |
| 0.495ppm | 0.495ppm | 0.495ppm |
“Day” means the period of time between 08:00:00 until 17:59:59, “Evening” is between 18:00:00 until 07:59:59 and “Weekend” is between 00:00:00 on Saturday until 23:59:59 on Sunday.
This reflects the rate calculated and published on 17th of March 2015 by Ofcom for monitoring compliance with the wholesale mobile call termination charge control for the period 1st April 2017 to 31st March 2018.