Just got this reply from Onetel after asking them if we could go on the Free LeisureUKTalk for 12 months as we're existing customers but not actually using the One.Tel service, and secondly I complained about their use of an 0845 number.

We apologise as we are unable to offer you the 'Free LeisureUKTalk'. This offer was only for customer who registers new phone number's online.

Regarding the customer service number been a charged number please be aware "Most of our competitors in the marketplace use 0845 numbers as customer service numbers - by doing so, they stay competitive by charging a small fee. We want to continue providing our customers with quality phone and Internet packages at great low cost. In order to do so, we have had to look at ways of cutting our costs so that we can pass on savings and provide a real alternative to BT with excellent call plans at low prices."


If you require any further assistance, please do not hesitate to contact us, our E-mail Team would be happy to help. Alternatively you can visit our Virtual Customer Service Centre.

Thank you for choosing One.Tel.

Regards,


I had a look on Moneysavingexpert.com and notice that Martin says that the free 12 months is available to existing customers.  Anyone know why this isn't the case anymore??

they do have an overseas type geographicla number, its on the contact us section on their website

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All Onetel have to do to get round this is have a geographical number for customer service,which is registered by them as a Onetel user!!! Existing users of Onetel would at least get free calls to it. Point out to them that there friends Talk Talk use a 0870 customer service no,but its registered so that existing customers can call it for free.So why cant they.I expect they get a share of the 0845 no,s revenue!!!

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What Onetel Tariff are you on at the moment.There doesnt appear to be any reason why you cant add line rental to an existing tariff.However i have just noticed that on the Onetel website if you click on promotions it clearly states that existing customers can have the 12 month offer!!! You cant get the £20 as an existing customer.Point this out to Onetel. The other way round it is to go back to Bt and switch straight back to Onetel.Beware the offer ends on 30 Apr.

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If you are with Talk Talk then your provider for calls is them as they use CPS.It is possible that when you had Onetel you accessed them by a short code or smart boxand not CPS.If this is the case and you didnt cancel the service when you changed to Talk Talk,you are still able to access Onetel by the shortcode and they will still consider you to be a dormant customer.Suggest you write to One Tel and tell them to close your a/c fortwith.Once they have done this reapply as a new customer before 30 april.

Don't want to belabour the subject, but anyone who complains about onetel's current India-based customer services cannot have been a customer when it was UK based. After taking an average of 30-45 minutes hanging on hold before you could actually speak to a human being, it was frequently a problem speaking to someone who spoke/understood english sufficiently clearly. It took me MONTHS and DOZENS of calls to sort out a problem which I was repeatedly assured was resolved. The Indian customer services people are polite, fluent english speakers, and answer your call quickly.

I'm keeping my eye open for an alternative as onetel are now my second most hated company (BT is number one).

Onetel's Customer Services have never struck me as being competent

From a recent call to them to try and unregister: "What you mean, Carrier Pre-Select?"

I have just checked on the Onetel site and it says
0870 (non-geographic national) 3.75p 7.51p 1.50p (Off Peak, Peak, Weekend ) This applies to all their Talk UK schemes.