BULLDOG CUSTOMER MIGRATION TO PIPEX HOMECALL
As explained in the recent letter you received we are moving all Bulldog customers over to the Pipex Homecall systems. Feedback from Bulldog customers is that in the past some customers have experienced issues with billing and account queries and this move will ensure that all our customers are benefiting from the same high level of service. The letter you recently received is your 'Migration Notification' letter.
The migration work will begin from the 23rd June and should all be completed by 30 July, 2008.
Depending on what Bulldog product you are currently on, there may be a short outage of your broadband while we migrate you. Please see your Migration Notification Letter for more details on this.
After the migration is complete, there will be a few small administration changes that will affect you, of which we need to make you aware. These pages contain everything you need to know, so please read through them carefully and there will be no unexpected surprises!
Contents:
- Customer Code
- Email addresses
- Billing Changes
- Pipex Homecall Help
- Managing your account
- Further information about the move to Pipex Homecall – Your Broadband and Your Talk
- Legal Stuff
1. Customer Code
When you become a Pipex Homecall Customer you will be issued with a new customer code / user ID. This is will be confirmed in a ‘Migration Confirmation’ email/letter you will receive just before your migration is completed. Your new customer code will:
- Identify your unique customer account
- Help our Customer Support Team access your account details if you call us
- Be quoted on your bills and other correspondence from Pipex Homecall.
Please make a note of this new customer code and try to have it to hand if you call us for any reason.
2. Email addresses
Current Contact Email
Your current contact email address will remain unchanged and will be confirmed on the letter/email that you will receive when your move is started. If you need to update this contact email address, please call us and let us know as soon as possible. We need a contact email address for you so that we can send you service updates and your bill notifications.
Bulldog email addresses:
Your Bulldog email addresses will be moved over with you, so you will be able to use them as normal after the migration.
Adding more email addresses:
Any subsequent email addresses that you add to your account will have a domain name of '@bulldoghome.com'. As a Pipex Homecall customer, you are entitled to add up to 4 additional email accounts free of charge.
3. Billing Changes
If you already pay for your service by Direct Debit or credit card all these details will be migrated over with your account. However, there will be some administrative changes that you will notice after your upgrade.
- Email notification of your bill will be sent to your contact email address every month to let you know when your bill is ready to view online and a link for quick access to view it. Please note: The descriptions of itemised calls may be different to what you are used after the move.
- Direct Debit and Credit Card payments will leave your account as per the date quoted on your Pipex Homecall bill
- Your new Pipex Homecall Customer Code will be the reference number for Tiscali Payments on your bank statement.
- On your bank statement Pipex Homecall Ltd will be quoted as the debitor of your monthly payment for voice and broadband services. (You will receive a letter confirming this change sometime before your move to Pipex Homecall)
Should you wish to query any Direct Debit with us or your bank or building society, please quote our name and your new reference. There is no need for you to complete a new Direct Debit instruction, as details of the change will be supplied automatically to your bank.
Direct Debit Guarantee:
- This Guarantee is offered by all banks and building societies who take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society.
- If the amounts to be paid or the payment dates changes Tiscali will notify you 28 working days in advance of your account being debited or as otherwise agreed.
- If an error is made by Tiscali or your bank or building society, you are guaranteed a full and immediate refund fro your branch of the amount paid
- You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of the letter to us.
Annual Charges:
Any charges made on an annual basis will be credited back to your account pro-rata, after your migration and payments on a monthly basis will commence with the first Homecall Bill you receive.
4 Homecall Help
Our Customer Support Team are always on hand to help if ever you need it. Please use these details AFTER your migration. Until your migration is complete, please continue to use the Bulldog Customer Support Team as usual.
Online web pages: www.homecall.co.uk/support
Email Help: care@homecall.co.uk
Customer Support Team: 0871 663 3300
Postal Address: Pipex Communications, Christie Fields, Derwent Avenue, Manchester, M21 7QS
5. Managing your account
You can manage your account online at www.homecall.co.uk
You can view your bill on line, log into your webmail / web space and get all the help and support you may need here. And if at anytime you can’t find the answer you need, please feel free to ring our Customer Support Team who will be more than happy to help you.
6. Further information about the move to Pipex Homecall
You will receive either an email or a letter confirming that your move has begun. It will confirm you new Customer Account Code, your username and password and the contact email address we hold for you – this will be your ‘Migration Confirmation’.
Your Broadband
Depending on which product you are on, there may be a short interruption to your service while you are migrated to Pipex Homecall (please see your Migration Notification letter for details on this).
After your move is complete, your package will be a Pipex Homecall Package. The new name and speed and any other details of your package can be found on your Migration Notification letter.
Static IP customers: Your Migration Confirmation will contain your new static IP address. Please keep it safe until after your service interruption – you will need the new IP address to connect to the Internet once your migration is complete.
All other customers: You will able to connect to the Internet, and start using your Pipex Homecall broadband as soon as the migration is completed.
Your Telephone Service
Your telephone package
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Bulldog Business customers If you had a Bulldog Business package, your rates and components of your package will stay exactly as they were. The rest of the telephone service section does not apply to you. |
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Bulldog Residential customers If you had a Bulldog phone product, you will have been moved onto one of Pipex Homecall two most popular tariffs. Your ‘Migration Notification letter, will tell you which package you are moving to. Anytime: Inclusive calls to all UK numbers beginning 01, 02 and 03 at any time, day or night. Hometime: Inclusive calls to all UK numbers beginning 01, 02 and 03 during Evening and Weekend periods. Calls to other Pipex Homecall customers, including former Bulldog customers (at anytime day or night) are also completely free. Please note: Inclusive UK calls are not charged for up to 90 minutes per call, after which standard rates apply. To avoid being charged we recommend customers hang up before the 90 minutes end and redial. Calls to UK Mobiles Charging Periods International Calls If you don’t have this Option, International calls will be charged as per Pipex Homecall’s standard rates. Pipex Homecall call charges: From time to time our call rates may be updated. All changes will be posted on our website. To check these, please visit www.homecall.co.uk and select 'Customer Updates'. |
7. Legal Stuff
Terms and Conditions: Once your migration is completed, you will be a Pipex Homecall customer and will be subject to the Pipex Homecall terms and conditions. Continued use of your broadband after your move to Pipex Homecall will be deemed acceptance of the move, of the Pipex Terms and Conditions and also of the changes outlined in these pages. Pipex Terms and Conditions can be found at http://www.homecall.co.uk/terms/terms.html
Fair Usage Policy: Pipex Homecall operates a fair usage policy, which will apply to your use of the internet. This has been implemented to make sure your broadband service is quick and reliable whenever you use it. If you would like more details on this, please visit http://www.homecall.co.uk/terms/fair_usage.html.