Landline Frequently Asked Questions
Switching To Axis Telecom
Question: What happens when I sign up to switch to Axis Telecom?
Answer: We will contact your existing telecom provider and request a transfer
of your service. We will send you a welcome pack containing terms and
conditions and informing you that the transfer is taking place and your
right to cancel within seven working days. Your existing supplier will
also write to you informing you that you are cancelling your service with
them. Sign Up now.
Question: Will there be any interruption or change to my service?
Answer: NO. Your service and phone number will
remain the same. Please refer to our landline pages.
Question: When will I receive my first bill?
Answer: Axis will invoice you shortly after the transfer has taken place. Your
previous supplier will also send you a final bill. Please refer to
our Terms & Conditions.
Question: Who should I contact concerning any service issues?
Answer: You should contact your previous supplier up to the transfer date. After
the transfer has completed you should contact Axis. Please visit our Contact
Us page.
Faults
Question: Who should I contact if there is a fault on my line?
Answer: You should contact Axis. Our faults line is open 24hrs every day. Please
visit our Contact Us page.
Question: Who will repair the fault?
Answer: Your phone line remains part of the BT Openreach network and BT Openreach
engineers will repair your fault.
Question: How long will it take to repair a fault?
Answer: This varies greatly depending on the nature of the fault, location and
engineering availability in the area. Our commitment time is 72 working
hours for standard lines. This is the same timescale as a BT customer
is offered. Please refer to our Terms & Conditions page.
Question: Does Axis offer any additional maintenance packages?
Answer: Yes, there are 48hrs and 24hrs packages available - contact our agents
for advice. Feel free to Contact Us.
Invoices
Question: How often does Axis send invoices?
Answer: Axis invoices monthly which most of our customers find easier to manage
than quarterly bills. Please refer to our Terms and
Conditions page.
Question: Why is my first invoice for more than 1 month?
Answer: The first invoice will include charges for part of the month during which
your line transferred to Axis and the next month. Please refer to our
Terms and Conditions page.
Question: Are invoices itemised?
Answer: All calls over 40p are itemised on the invoice. Feel free to Contact
Us for more information.
Payments
Question: How can I pay my invoice?
Answer: Axis prefers payment by Direct Debit. You can pay by Debit/Credit Card,
cheque or at any Paypoint or Post Office outlet. Payments by
any method other than Direct Debit or recurring Credit/Debit card incur
an admin charge of £3 per month. Please refer to our Terms & Conditions page.
Question: Where can I make Cash payments?
Answer: Cash payments can be made at any post office or any high street
retail outlet that displays the Paypoint logo. Feel free to Contact
Us for more information.
Question: If I make a payment
how soon will it be before my payment reaches Axis Telecom?
Answer: Cash payments can take up to 5
working days to reach us. Debit and Credit Card payments are processed
the same working day. Cheques are processed the day we receive them,
however allow 5 working days for the cheques to reach us. Please write
your account number clearly on the back of the cheque. Please refer to
our Terms & Conditions page and Payment page.
Question: What other services does Axis offer?
Answer: Axis offers a range of network features than can be added to your phone
line. Please Contact Us for further information.
Question: Does Axis install new lines?
Answer: Axis can install new lines. It
takes approximately two weeks. Feel free to Contact
Us for more information.
Moving Premises
Question: What do I do if I am moving premises?
Answer: Please contact Axis one month before
the move and two weeks at the latest to advise us of details of your
move. Feel free to Contact
Us for more
information.
Question: Can I take my existing phone number with me when I move premises?
Answer: If you are moving within the area covered by your existing telephone
exchange, you should be able to take your existing number. Feel free
to Contact Us for more information.
Question: What are my options if I can’t retain my number?
Answer: There are two options should you not be able to retain your number: Caller
Redirect is a recorded message prompting people to your new number. Remote
Call Forwarding is a diversion to your new number. Feel free to Contact
Us for more information.
Question: What is the cost?
Answer:There may be a cost to transfer your number to a new line at your premises. Feel free to Contact Us for more information.
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