Code of Practice
Purpose
We are committed to providing you with the highest quality of customer service. This code sets out a statement of how we conduct our business and provides information about our relationship with you. It is intended for small and medium business customers. This code of practice may be obtained in hard copy by writing to us at the address below.
Contacting us
Xoomtalk always aims to put our customers first, our team is dedicated to providing prompt and effective help to customers experiencing difficulties in any way.
We are available Monday to Friday between the hours of 09:00 and 17.30 (excluding bank holidays):
Telephone: 0333 110 3000
Email: hello@xoomtalk.com
Post: Xoomtalk, PLatf9rm Hove Town Hall, Church Road, Hove, BN3 2AF
Web: www.xoomtalk.com
Services Overview
We provide the following services:
- Fixed lines and voice calls
- Hosted telephone solutions
- Fixed data connectivity
- Wireless data connectivity (including mobile data)
- Mobile voice calls & packages
- Non Geographic Numbers
- Solutions maintenance
- Managed services
- IT services & support
- Colocation services
- IoT
- Training
For more information on any of our services or to order additional services please call us on 0333 110 3000 or email hello@xoomtalk.com.
Prices and tariffs
Because there are so many different rates that depend upon usage volumes and other separately negotiated criteria, and also the changes in tariffs are being updated constantly, it is not possible to publish a set of rates that would apply to all customers. If you do not have access to your original tariff then you can request a copy of this by emailing hello@xoomtalk.com.
You can view our standard rates here but these may not apply to your specific contract.
Terms and Conditions
Details of the specific conditions relating to your contract are set out in the documentation provided when you first subscribed to our services and on our website www.xoomtalk.com/terms. You can also request a copy of your relevant terms and conditions by contacting us using any of the methods above.
You should note that these terms and conditions are specific to the service being supplied and, for example, those for lines and calls may vary from those for mobile and connectivity. If you are unsure about which terms and conditions apply to your contract, please contact us using one of the methods below.
Additionally, contract lengths may vary according to the minimum term you agreed to at the beginning of your service provision. Our standard contract lengths are either 12, 24, 36 or 60 months. If you are unsure about your contract, please contact us.
Our Commitment to You
Whilst we may not provide all the component parts of our services ourselves we will liaise with our suppliers to ensure that any problems with their services are resolved promptly. We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that you get a high quality service. We make every reasonable effort to supply services that satisfy your requirements.
Billing
Bills are usually sent on a monthly basis, but we may send you a bill at any time. Terms of payment will be detailed in our terms and conditions. Payment will be collected either by direct debit, cheque or BACS. If you wish to change your method of payment at any time, please contact our Accounts Department on 0333 110 3000.
Non Payment
If you have difficulty paying your bill, please contact our Accounts Department on 0333 110 3000 and we will try to arrange a different method of payment. We will do all we can to help our customers to manage their bills and avoid disconnection. Please note, as per our terms and conditions we reserve the right to suspend or disconnect services if your account is not kept within agreed payment terms and if required can not guarantee we can reconnect the same services or numbers once they have been disconnected.
Issues and Repairs
If you experience an issue with any of our services please call our service desk team on 0333 110 3000 or send an email to help@xoomtalk.com. They are available to support all services from 08:30 to 18:00 Monday to Friday excluding bank holidays.
We also offer 24/7/365 cover for some Services. If you have this included with your service you will have been provided with a PIN number on the Service Commencement Confirmation which will have been emailed to you when each service went live. To access support outside of working hours please call the main number 0333 110 3000 (if calling from an international destination please call +44(0)1273 900090) and enter this PIN when prompted. You can also email help@xoomtalk.com and the team will respond if you have 24/7/365 cover.
Details of how we handle incidents can be seen in Schedule 8 – Service Level Agreement of our Master Services Agreement fault handling procedure can be found on our website at www.xoomtalk.com/terms.
Compensation and Refunds
We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case-by-case basis. Any payment made will be on a purely discretionary basis. We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service. If the delay occurs due to matters beyond our reasonable control, you will not be eligible for compensation.
Complaints
Our customer Complaints Code can be seen on our website at www.xoomtalk.com/complaints-code
Cancellation
If you wish to cancel any of the Services we provide, you should write or email cease@xoomtalk.com telling us what service(s) you wish to cancel and from what date. We will respond to any cease request confirming the Services you wish to cease and the date. We will also inform you if there are any cancellation or early termination of contract charges to be charged as detailed in our terms and conditions.
Data protection
Xoom Ltd is registered with the Data Protection Agency to hold information necessary to supply services to our customers. Our registration number is Z2555280.
Marketing
We maintain compliance with OFCOM’s General Condition 23.
