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Code of Practice

This Code of Practice is published by New Call Telecom Ltd. New Call Telecom is a price leader in the residential telecoms market through its brands, offering phone and broadband packages, and low cost international calls services. This Code of Practice aims to ensure that such a service is delivered.

Introduction to New Call Telecom

Born in 2010, New Call Telecom is a young, dynamic telecommunications provider. We create affordable connectivity for all by providing straightforward, great value fixed-lines, broadband and phone calls to our customers through our five brilliant brands.

With close to a million annual subscribers, we’re proud to say that our honest approach, supported by the latest technology and customer service excellence, is winning us awards and an ever-expanding audience. New Call Telecom is now one of the fastest growing residential telecom service providers in the UK.

New Call Telecom Ltd (“New Call”) whose registered office is at 5-9 Eden Street, Kingston-Upon-Thames, KT1 1BQ operates the following business divisions:

i. Fuel Broadband: high-quality, low-cost home phone and broadband packages*
ii. Fuel Business Broadband: business landline, business broadband and dedicated UK-based account managers at brilliant value to businesses.*
iii. Planet Talk: Our collection of innovative and low-cost international calling services. With instant access, mobile and pre-paid options, these services let you call abroad really cheaply from any phone.
iv. Just Dial: Offering cheap international calls either from your landline or mobile phone. You can save money with Just Dial Instant by calling our cheap access numbers.

* Carrier Pre Selection, Wholesale Line Rental, Local Loop Unbundled services previously operated under the brands “Primus Saver’ and ‘Primus Business’.

2. The purpose of the code

This code of practice, together with our standard terms and conditions for the relevant product or service that you take from us, describes the relationship between you the customer, and us, the service provider. The purpose of this code of practice is to provide our customers with details of:
• the services New Call offer and how we aim to deliver those services to you; and
• what you should do if you want to contact New Call regarding a new service or to tell us about any issues with an existing service.

This code is available for review on our website http://www.newcalltelecom.co.uk. Customers can request a hard copy by calling 0800 036 3839 or by writing to our Customer Services Address detailed in the ‘Contacts Us’ section at the end of this document. Braille and Large print versions of this code are also available by individual request.

3. Our Products & Services

Fuel Broadband

Unlimited Fuel Broadband: line rental and unlimited broadband.
Unlimited Fuel Broadband + Anytime UK Calls: line rental, unlimited broadband and inclusive anytime calls to UK landlines.
Fuel Home Phone: line rental
Fuel Home Phone + Anytime UK Calls: line rental and inclusive anytime calls to UK landlines.

Fuel Business Broadband

Fuel Business Phone & Broadband Saver: line rental, unlimited broadband and low cost calls to UK landlines.
Fuel Business Phone & Broadband Max: line rental, unlimited broadband and inclusive daytime calls to UK landlines.
Fuel Business Phone Saver: line rental and low cost calls to UK landlines.
Fuel Business Phone Max: line rental and inclusive daytime calls to UK landlines.
Fuel 38Mb Business Fibre Broadband + Inclusive 500 UK minutes: line rental, up to 38Mb fibre broadband and 500 minutes to UK landlines.
Fuel 38Mb Business Fibre Broadband + Unlimited UK landline calls: line rental, up to 38Mb fibre broadband and unlimited calls to UK landlines.
Fuel 76Mb Business Fibre Broadband + Inclusive 500 UK minutes: line rental, up to 76Mb fibre broadband and 500 minutes to UK landlines.
Fuel 76Mb Business Fibre Broadband + Unlimited UK landline calls: line rental, up to 76Mb fibre broadband and unlimited calls to UK landlines.

Fuel Broadband (legacy services)

Unlimited Fuel Broadband: line rental, unlimited broadband and inclusive evening & weekend calls to UK landlines.
Fuel Home Phone: line rental and inclusive evening & weekend calls to UK landlines.

Primus Saver (legacy services)

Phone & Broadband – Primus Saver: line rental, broadband and inclusive evening & weekend calls to UK landlines.
Phone & Broadband – Primus Max: line rental, broadband and inclusive anytime calls to UK landlines.
Primus Line Rental Saver: line rental with no inclusive calls.
Primus Home Phone Saver: line rental and inclusive evening & weekend calls to UK landlines.
Primus Home Phone Max: line rental and inclusive anytime calls to UK landlines.

International Calling Services

Planet Talk Instant: International calling service using 0844, 0871, and 090 number to access our network.
Planet Talk Card: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.
Planet Talk Account - Prepay: Prepay telecom account for International and UK calls. Account has to be opened online / phone and prepayment required via credit card.
Just Dial: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.

International Calling Services (legacy services)

Rate Buster: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.

Primus Saver Business (legacy)

Primus Business Talk: Business Analogue line rental and calls
Business Talk: Discounted Business Analogue line rental and calls (per minute rates)
Business Anytime: Business Analogue line rental and inclusive calls to local and national numbers (01, 02 & 03) during business hours
ISDN2 (2 Channels): Business ISDN rental (Digital System)
ISDN30 (8 Channels): Business ISDN rental (between 8 & 30 channels)
Business Talk LLU: Discounted Business line, broadband and calls
Business Broadband Plus: Up to 24Mb broadband with 60Gb Data limit
Business Broadband Max: Up to 24Mb broadband with unlimited Data limit (fair use policy applies)
Business VoIP Premium: Business VoIP monthly line rental
VoIP Total Business Premium: Business Analogue line rental and inclusive calls to local and national numbers (01, 02 & 03) during business hours
VoIP Saver: Business VoIP monthly line rental with free VOIP handset
VoIP Saver Unlimited: Business VoIP monthly line rental with free VOIP handset and inclusive calls to local and national numbers (01, 02 & 03) during business hours

4. Pricing Information

You can find details of our product and service pricing at www.newcalltelecom.co.uk or by calling respective our sales teams:

Fuel Broadband: 0800 036 0094
Planet Talk: 0800 036 0066 / 0207 195 2875
Just Dial: 0333 321 8705
Fuel Business Broadband: 0800 036 3698

5. Registering for New Call services

5.1 Fuel Broadband
To sign up for any of our Fuel Broadband products simply visit www.fuelbroadband.co.uk or call our freephone sales line on 0800 036 0094. Lines are open 9am to 6pm Monday to Friday (except Collections, open 8am to 8pm Monday to Friday and 9am to 6pm Saturday) and 9am to 6pm on weekends. This line is reserved for sales enquiries only and the personnel manning the line are not able to handle any issues related to customer services or technical support queries. Prospective customers may also register for services via hard copy application form which is provided by our direct sales force for registrations that occur face to face with one of our sales representatives.

5.1.1 Registration for a phone & broadband service by Phone

If you register by phone, the New Call Telecom representative will tell you or confirm a number of items:
- New Call Telecom (Fuel Broadband) is an independent company and a competitor to British Telecom (BT).
- That you are the present telephone account holder or that you have the necessary level of authority from the main account holder to make decisions on the telephone account.
- Our sales representative will ask you to confirm that you are over 18 years of age.
- Your New Call Telecom (Fuel Broadband) phone and broadband services will become active in approximately 3 weeks.
- You will receive confirmation of your order in writing by email or post, depending on your elected communication preference including a website address to read our terms and conditions.
- You are agreeing to sign up to a contract for a minimum duration.
- There are early termination fees applicable should you choose to exit the contract early.
- The New Call Telecom representative will read out the full Direct Debit guarantee pertaining to your payment method for the service.
- You have a 14 day cooling off period starting from the day you sign up.

New Call Telecom record all sales calls for training and quality purposes. We also retain electronic copies of each sales call for a minimum of 12 months to ensure that we have a record of consent to the product and contract as per industry regulatory requirements.

5.1.2 Registration for a phone & broadband service via the Fuel Broadband website

If you register via the Fuel Broadband website, you will be prompted to read through and agree to the Fuel Broadband terms and conditions as part of the signup process.

5.1.3 Provisioning Timescales

It takes approximately 21 days to set up line rental, calls and broadband services whether taken separately or as part of a bundle. As such we may test your phone line to confirm that you may receive the service. Once we have received your application we will set up the service(s) on your phone line. Once we have confirmed the order for broadband you will be issued with an installation kit comprising of a router and an installation guide. Once we have confirmed your order for home line rental and calls you will receive a welcome letter and switch confirmation letter by post or by email depending on the package and options selected at time of sign up. You do not need to take action upon receipt of these letters.

5.1.4 Communications

You will receive a Fuel Broadband welcome letter by email or in the post, depending on your communications preference, within 7 working days.

A letter will be issued detailing the following:
- Date
- Services affected
- Services unaffected
- Date of switchover
- Fuel Broadband contact details

5.1.5 Cancelling the Service

You have a 14 day cooling off period from the day you order your phone and broadband services. Cancelling Fuel Broadband after your services have gone live takes 10 working days from the date New Call Telecom receive a request to cease the service, as we are obliged to follow industry procedures which all providers work to, including BT. During this period, you remain liable for the costs of any services we provide.

5.2 Planet Talk

To sign up for any of our Planet Talk services simply visit www.planet-talk.co.uk or for more information call our freephone customer services line on 0800 036 0066 (or 0207 195 2875) or e-mail planettalk@newcalltelecom.co.uk. Calls and emails are answered 9am to 6pm Monday to Friday and 9am to 6pm on weekends

5.3 Fuel Business Broadband

To sign up for any of our Fuel Business products simply visit www.fuelbroadband.co.uk/business/home or call our freephone Account Management team on 0800 036 3698. Lines are open 9am to 6pm Monday to Friday. Prospective customers may also register for services via hard copy application form which is provided by our direct sales force for registrations that occur face to face with one of our sales representatives. It takes approximately 21 days to set up line rental, calls and broadband services whether taken separately or as part of a bundle. As such we may test your phone line to confirm that you may receive the service. Once we have received your application we will set up the service(s) on your phone line. Once we have confirmed the order for broadband you will be issued with an installation kit comprising of a router and an installation guide. Once we have confirmed your order for business line rental and calls you will receive a welcome letter and switch confirmation letter by post or by email depending on the package and options selected at time of sign up. You do not need to take action upon receipt of these letters.

5.4 Fuel VoIP

To sign up for any of our Fuel VoIP products simply visit www.fuelbroadband.co.uk/business/home or call our freephone Account Management team on 0800 036 3698. Lines are open 9am to 6pm Monday to Friday. Prospective customers may also register for services via hard copy application form which is provided by our direct sales force for registrations that occur face to face with one of our sales representatives.

6. Billing

6.1 Who bills me?

As a Fuel Broadband customer you will receive a free monthly bill carrying the Fuel Broadband branding. Fuel Broadband is a brand operated and owned by New Call Telecom Ltd. Your Direct Debit will be collected in the name of ‘New Call Telecom’ and this is the name that will show on your bank statement.

6.2 What payment methods are available?

Our products and services require varying methods of payment:
• Fuel Broadband: Direct Debit payment only
• Fuel Broadband new line installations: Credit Card / Debit Card payment only
• Planet Talk: Credit Card / Debit Card only.
• Fuel Business Broadband: Direct Debit or mandated credit card payment depending on package selected.
• Fuel Business new line installations: Credit Card / Debit Card payment only
• Fuel VoIP: Direct Debit or mandated credit card payment depending on package selected.

If you have difficulty paying your bill, please contact the Collections Team as soon as possible, where we will discuss alternative methods of payment with you. Please note that if we are not aware that you are having difficulty paying your bill we may send reminder letters requesting payment.

7. Cancelling & Disconnecting your services

7.1 Line rental & Calls

All our line rental and calls services have an 12 month (residential) or 24 month (business) minimum contract term . To cancel your service please call our Customer Service team on 0800 036 3839. If you are using CPS, the procedure we use to disconnect you will depend on which operator you select to carry your calls in the future. You are responsible for contacting the operator to arrange this. It is then the responsibility of your new service provider to confirm when they will start handling your calls. In the meantime we will continue to bill you for your calls and remain on our terms and conditions. There is no minimum period for supplying this service. However, you will continue to be responsible for calls you make before your new provider starts handling your calls, or if you have chosen not to receive CPS from another provider, until the date on which the termination notice applies. Please note that if you do not pay our bill within 30 days, we can disconnect any service in line with our standard terms for this service. We may end your internet access if you break a term of your contract with us that allows us to take this action.

7.2 Broadband

All our broadband services have a 12 month (residential) or 24 month (business) minimum contract term. To cancel your service please call our Customer Service team on 0800 036 3839.

7.3 Early Termination of Contract

To ensure that New Call Telecom recovers its costs invested in the set up, provision of hardware used to operate the service, customer support and any associated network costs resulting from disconnection of your services with New Call Telecom, an early termination charge will be levied on your account if you instigate the transfer of any services held with any of New Call’s products to another provider whilst within the minimum term of any contract you may have agreed to. The amount of this early termination fee is stated in the Terms and Conditions of service for your contract. In the unfortunate event that you do choose to move your services away once the minimum term has been reached then the cancellation notice period for that contract applies, which is typically 30 days written notice.

8. Faults & Repairs

8.1 Line Rental & Calls (Fuel Broadband & Fuel Business Broadband)

If you experience a problem with your phone line and/or calls you should contact the Fuel Broadband service team by calling 0800 036 3839 or the Fuel Business account management team on 0800 036 3698 whereby you can either reach a representative directly. During New Call business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends for Fuel Broadband and 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel when reporting faults:

• Account Name and Number
• Type of line
• Originating Number
• Terminating Number
• Terminating Destination
• Time and Date of when exact fault occurred
• Reported Problem
• Contact Details i.e., Contact name & number

New Call Telecom shall use commercially reasonable efforts to provide the following response times from the time of reporting to us depending on Customer care level purchased by the Customer;

• Care Level 1: 24 hour response
• Care Level 2: 4 hour response (within business hours), next working day response (outside business hours)
• Care Level 3: 4 hour response

Care Level 2 and 3 carry a monthly charge, whilst Care Level 1 is offered as standard without charge.

8.2 Broadband (Fuel Broadband & Fuel Business)

If you have a problem with your broadband connection you should contact the Fuel Broadband service team by calling 0800 036 3839 or the Fuel Business account management team on 0800 036 3698. During business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends for Fuel Broadband and 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel Broadband when reporting faults:

• Account Name and Number
• Type of line
• Service Number
• Time and Date of when exact fault occurred
• Reported Problem
• Contact Details i.e., Contact name & number

During this call we will provide advice and support to assist you in resolving the broadband issue. If however we identify that the problem is within our network, we will aim to restore service within 48 hours.

8.3 VoIP (Fuel Business)

If you have a problem with your VoIP connection you should contact the Fuel Business account management team on 0800 036 3698. During business hours, 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel Broadband when reporting faults:

• Account Name and Number
• Type of line
• Service Number
• Time and Date of when exact fault occurred
• Reported Problem
• Contact Details i.e., Contact name & number

During this call we will provide advice and support to assist you in resolving the broadband issue. If however we identify that the problem is within our network, we will aim to restore service within 48 hours.

8.4 Mobile calls (Planet Talk)

If you experience a problem with your Planet Talk service you should contact the Planet Talk customer service team by calling 0800 036 3839 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information. During New Call business hours, 8am and 9pm Monday to Friday, 9am to 6pm on weekends we will note the following details and generate a trouble ticket relating to the issue.

• Account Name and Number
• Type of line
• Service Number
• Time and Date of when exact fault occurred
• Reported Problem
• Contact Details i.e., Contact name & number
During this call we will provide advice and support to assist you in resolving the Planet Talk issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.

8.5 Reporting Abuse

Should you wish to report any incident in which you believe your computer may have been accessed without your permission please contact our Fuel Broadband customer services, f or Fuel Business please call our Account Management team between 9am to 6pm Monday to Friday. Details of the incident will be compiled and sent to our network assurance team for investigation.

9. Complaints

New Call Telecom aim to provide you with brilliant quality of service and value for money products. However we appreciate that sometimes the need arises for an issue to be escalated. New Call Telecom are committed to resolving issues in a timely manner with the minimum amount of fuss. In the next few paragraphs we will outline how you can contact us and if necessary raise a complaint:

9.1.1 How to make Contact (Fuel Broadband / Planet Talk)

Should you be unhappy with the service provided to you please contact our Customer Service team on 0800 036 3839 and they will be happy to assist you. Calls to this number are free of charge. Lines are open from Monday to Friday 9am to 6pm and Weekends from 9am to 6pm.

9.1.2 How to make Contact (Fuel Business / Fuel VoIP)

Should you be unhappy with the service provided to you please contact our Business Account Management team on 0800 036 3698 and they will be happy to assist you. Calls to this number are free of charge. Lines are open from Monday to Friday 9am to 6pm.

9.2 New Call Correspondence Team

If you do not feel you have received a satisfactory response from one of our customer care teams then please write to our Correspondence Team at the following address:

Correspondence Team
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.3 New Call Customer Management Team

If you do not feel you have received a satisfactory resolution to your complaint by our Customer Relations Team then you can request that this is reassessed by our Customer Management Team.

Customer Management Team
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.4 New Call Customer Management Team

If you do not feel New Call have resolved your complaint effectively then we can provide you with a ‘deadlock’ letter so that you may approach an independent alternative dispute resolution scheme. New Call telecom use Otelo for this purpose. If, however your complaint has taken longer than 8 weeks to resolve then you can approach Otelo directly.

10. Independent advice

If you are not happy with the way New Call proposes to resolve the problem you can bring your complaint to Ombudsman Services. (approved by the UK communications industry regulator, Ofcom). Ombudsman Services investigates Customers' complaints about telecoms services fairly. This service is free and independent. New Call is a member of Ombudsman Services and as such is obliged to respond to Ombudsman Services enquiries and accept their decision on complaints.

Ombudsman Services

Ombudsman Services: Communications
PO Box 730
Warrington WA4 6VW
Phone: 0330 440 1614
Fax: 0845 050 1615
Website: www.ombudsman-services.org

10.1 General Complaints Address

Correspondence Team
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

11. Useful Contacts

Ofcom
Ofcom is the regulator for the communications industries, with responsibilities across television, radio, telecommunications and wireless communications services. Its purpose is to monitor and regulate communications within the UK.

Ofcom
Riverside House
2a Southwark Bridge Road
London SE1 9HA
Phone: 0300 123 3000
Fax: 0207 981 3333
Website: http://www.ofcom.org.uk

TPS – Telephone Preference Service
The Telephone Preference Service provide a service whereby you can register your home or business phone number to stop you from receiving unwanted marketing calls:

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Tel 0845 703 4599
Fax 020 7323 4226
Email: tps@dma.org.uk
Web: http://www.tpsonline.org.uk

PhonePayPlus
PhonePayPlus
25th floor, Clove Building
40 Bank Street
E14 5NR
Web: http://www.phonepayplus.org.uk/
Phone: 0300 303 0020

The Citizens Advice Bureau (CAB)
Website: http://www.nacab.org.uk

12. Customer obligation

The Customer undertakes that the registration details that the Customer provides shall be true and complete. The Customer agrees to inform New Call of any changes to registration details immediately by calling the Customer Service Department or by sending an e-mail to the appropriate e-mail address above.

The Customer undertakes not to use the Service:
• As a mean of communication for a purpose other than that for which the Service is provided.
• For the transmission of any material, which is, or intended to be a hoax call to emergency services or is of defamatory, offensive, abusive, obscene or menacing character.

13. Privacy Policy

The Customer’s account details and personal information are covered by the Data Protection Act 1998.

To make sure we keep our Customers' personal details secure, we have an identification procedure in place which is part of the training for all our Customer Service Department. As an account holder, the Customer will need to confirm their password on each occasion they contact the Customer Service Department. We advise the Customer to keep their password secure and confidential at all times. The Customer should tell us immediately if they think that an unauthorised person has gained access to their password.

For further details on our privacy policy please visit the appropriate website set out in section 5 above or call the necessary number.

14. Terms and Conditions

The Customer will be advised of, and if they so request, receive a copy of our terms and conditions when the Customer contracts for any of our products and/or services. The terms and conditions are also available on the relevant websites set out in section 3 above.

15. Customers with visual impairment

We are able to provide our written documents including our Code of Practice in an alternative format such as large print. The Customer should call the Customer Service Department and indicate whether they wish to receive bills, terms and conditions, our Code of Practice or any other information in this format.

16. Customers with hearing impairment

We have worked very closely with the RNID (Royal National Institute for the Deaf) to ensure that our Customer Service Department get the relevant awareness in terms of giving the right assistance to our Customers with hearing impairment.

Please let us know if you have any suggestions on how we can improve the service we provide to our special needs Customers and our elderly Customers.

Please send your suggestions to New Call Telecom, PO Box 1122, NELSON, BB9 4FY.

17. Code of Practice review

This code is reviewed regularly as required by Ofcom. Customers will be informed of any changes to the Code of Practice.

The latest version of our Code of Practice is available on our websites; www.newcalltelecom.co.uk, www.fuelbroadband.co.uk and www.planet-talk.co.uk.

The Customer can receive a hard copy by contacting the Customer Service Department at the address set out in Section 5 above.

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