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Q. Are the line rentals reduced? A. Yes. All line rentals are reduced dependant regardless on the length of your contract. Q. Are there any hidden charges? A. No. We bill per second for all UK calls and our minimum call charge starts from as little as only 1p (76.2% less than BT Retail's which is 4.2p). Q. Do I have to pay by Direct Debit? A. Yes. Pinnacle only offer monthly Direct Debit. Q. How long does it take transfer? A. On receipt of the contract at Pinnacle the customer should go live (start billing) within 10 working days. This is subject to the transfer being accepted. This 10-day period is for the line to be transferred on the BT Wholesale system. Q. How much does it cost to transfer to Pinnacle? A. Nothing. Pinnacle pays all charges to get your lines and calls live with our services. Q. If I choose to transfer my lines to Pinnacle can I keep my telephone number? A. Yes. Your line is simply transferred from a BT Retail account to a BT Wholesale account that is managed by Pinnacle. BT Wholesale has generated your telephone number and because your line remains on the BT network there will be no change. Q. What will change when I transfer to Pinnacle? A. The only changes are that you receive a monthly discounted bill from Pinnacle for your use of the BT network. Our award winning customer service call centre will then handle all your enquiries in-house. Q. Will there be any loss of telephone service during the transfer? A. No. There will be no disruption to your service, your telephone service is not affected in any way. back to top Non-Geographic Numbers Q. What are non-geographic numbers (NGN's)? A. NGN's are used more and more frequently by companies to assist in the effective management of their inbound calls. NGN’s are so called because they do not relate to a particular geographical location, like normal telephone numbers do. An NGN does not replace your existing telephone number but rather sits in front of it and becomes the number that potential/existing customers see on advertising and promotional materials. Q. How many types of NGN do you provide? A. There are various types of NGN's available and Pinnacle can provide the following:
Q. How long does it take to set up a NGN with Pinnacle? A. Pinnacle can set up your NGN is as little as 30 minutes, dependant on the carrier. The maximum lead time for setting up a NGN is 5 working days. We ask that you do not print any marketing materials with your new NGN on, until you receive confirmation from us that your NGN has been successfully set up. Q. I already use 0800, 0845, 0870, 0906 numbers, what can you do for me? A. Pinnacle can transfer or ‘port’ most NGNs to our chosen network. All you have to do is agree to bring or 'port' your number to our service and we will mirror your existing service and make significant savings for you. Q. What is 'Porting'? A. Number Porting means that you can request the transfer of an existing NGN from the company that currently delivers your inbound calls, to an alternative supplier providing they have a porting agreement in place with your existing supplier. Pinnacle are able port NGNs from over 10 different carriers. Contact Customer Services to find out about porting your NGN over to Pinnacle. back to top New Line Installations Q. Can Pinnacle provide new lines? A. Yes. Pinnacle can install new lines and services and in addition upgrade PSTN lines to ISDN and BT Highway for Business. Q. Can Pinnacle provide select services such as Call Waiting and Call Divert? A. Yes. All of BT's line services are still available to you through Pinnacle once your line is transferred to us. Q. How are Pinnacle able to offer line rentals and installations? A. We buy many products and services from BT Wholesale which means that we can provide you with a reliable product from a source you can trust whilst providing you with exceptional savings, one single simple monthly bill and award-winning customer service. Cheaper calls through CPS Q. How could I benefit from CPS? A. CPS means you can choose services from different phone companies using your existing BT line. As a result, you may pay less for your phone calls. Q. How much does it cost to move to Pinnacle? A. Nothing. We will arrange for you to move your call service over to us absolutely free of charge. Q. If I have CPS, what will happen to my other services like 1571 or call waiting? A. Any select services you currently have with BT can still be retained when using the CPS facility, regardless of whether you switch your lines to Pinnacle or keep them with BT. N.B. Please tell us of any select services you currently have with BT so that we can we can transfer these services when you switch. Q. What happens if I am already with another network provider-carrier? A. Existing least-cost routing equipment that is attached to your line (e.g. diallers) should be unplugged once you are live with Pinnacle. If you are not sure what sort of equipment you have please ring us on 0870 787 7870 for advice. You will also need to let us know your telephone system maintainer's number if you have any equipment in case any programming needs to be carried out. Q. What if BT doesn't provide my phone service? A. Unfortunately, Pinnacle are only able to transfer lines from BT Retail. Q. What if I get offered a better deal? A. Pinnacle’s price guarantee ensures that we will match any comparable competitor tariff offered during your contract term. The Pinnacle price guarantee is our promise that your call rates will be capped and can therefore only go down, not up! Our pledge ensures we always provide you with the best deal – so you need never worry about the cost of telephony again! Q. What if I want to cancel? A. You can cancel your CPS service at any time by giving 30 days notice. Q. What is CPS? A. CPS or Carrier Pre Selection is when the customer's telephone lines are programmed at the BT exchange to route its calls via another telecom network. Q. Will I need any new phone lines or equipment? A. No, Pinnacle simply arrange with the network carrier for your calls to be routed through them. You will not even notice the time of day the transfer takes place. back to top Faults
Q. Can I log a fault out of office hours?
A. Only if you pay for our Total Care service which offers customers a 24/7 fault logging service with a 4 hour guaranteed response time. All other faults will be dealt with within the normal office opening times of 8.30am - 5.30pm Monday to Friday. Customers should be aware that BT Retail offer a service where customers may register a fault 24/7, however unless they pay for their Total Care service faults will not be dealt with until the next working day between 8.30am - 5.30pm. Q. If there is a problem on my line who do I call? A. If the problem is with outgoing calls we suggest that you call Pinnacle first, as Pinnacle would not be responsible for your incoming calls. At the point of contact one of our customer service representatives will try and diagnose the problem. Should the problem be with Pinnacle, we will escalate this with the carrier who routes our calls and provide you with regular updates. Q. My lines are still with BT Retail but my calls are with Pinnacle and I have a fault. Who do I call? A. Once your lines are transferred to Pinnacle you should call us direct. Should you call BT you will be told to contact your service provider (Pinnacle). To be able to log a fault call with the carrier we require 3 samples numbers where the fault occurred, and the date and time of these calls. In giving this information the carrier can then track the call path on their systems. In the event of a line fault you must call BT Retail. Q. Who fixes the problem A. Once you have called Pinnacle we log a fault with BT Wholesale. Should the fault require an engineer's visit a BT engineer would be dispatched to your site. As with BT if the fault is not with your BT service any site visit is chargeable. |
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