broadband

Pricing

We will be pleased to provide you with our full list of prices on request.

Billing & Payments

We will provide you with a monthly bill consisting of charges such as line rental, which we will bill a month in advance for the period ahead and for your call charges, we will bill you every month for the period that’s just passed.

Payment of your bill will be by direct debit within 10 days of the date of your bill, including your final bill. If you wish to pay your bill using an alternative method, this will be subject to agreement with WorkAir Telecom.   All amounts due must be paid in full without any deduction or withholding.

If you chose not to make payments by direct debit, we reserve the right to charge you a reasonable administration fee for each payment.

We take billing accuracy very seriously. If you do not understand or disagree with part of your bill, please call us. You are liable for the costs of any calls that you make over our network.

If you are unable to make full payment by the date shown on your bill or you disagree with the charges on your bill, you should contact us immediately to discuss your options. The number to ring is shown on the front of your bill.

If we do not receive your payment on time and we have not been made aware of any payment difficulties, we will contact you to collect the outstanding payment. We will do in this in the following way(s):-

a.) If we have a registered mobile number for you, we will send you an SMS to prompt immediate payment.

b.) we will send you a letter to the registered billing address, in order to prompt you for immediate payment and to provide notice of our intention to suspend your services if you fail to pay the outstanding payment.

c.) in addition to our obligations under (b) we will attempt to call you and discuss the outstanding payment. We will ask for immediate payment via credit or debit card or request confirmation of a firm payment date.

Please note that we share payment performance each month with a credit reference agency. This means that if your payment is not made on time, a late payment will be recorded against you and may impact your credit profile and your ability to obtain credit with other lenders.

If we do not receive and process your payment within 14 days of your bill date, we may charge interest on all overdue amounts on a daily basis at a rate of 2% above the base rate of the Royal Bank of Scotland plc, to run from the due date of payment until receipt by us of the full amount.

If our attempts to contact you (as set out above) to prompt payment are unsuccessful and the payment remains outstanding, your services will be suspended.

This means you will be unable to use your services, and only able to receive incoming calls (and not make outgoing calls with the exception of emergency numbers such as 112 and 999).

If you attempt to make a call following suspension of your services, we will automatically divert those calls to us in order to discuss the outstanding payment with you.

If your services have been fully disconnected, full payment is required prior to any reconnection. A request for reconnection may be subject to a credit check, payment of any published reconnection charges and WorkAir Telecom’ terms and conditions for the Services.

Debt collection

If you fail to make payment for the outstanding payment(s) within the terms of your final bill, we will terminate your contract with us. If your contract is terminated earlier than your agreed committed period, we may apply an early termination charge in accordance with the terms of your contract.

In order to recover the outstanding payment(s), we will pass your details to a debt collection agency. Additional costs may be incurred as a result of us having to pass your outstanding payment(s) to a third party; these costs may be passed on to you for payment in addition to the principle sum outstanding.

Can’t pay? How can we help you

If you are unable to make full payment by the date shown on your bill, you should contact us immediately to discuss your options with us.

The number to ring is shown on the front of your bill. If we are aware that you are having difficulties paying your bill, we may be able to offer you one of the following options:

A payment promise within an agreed time frame.

A payment plan – We may offer you an option to repay amounts owed to WorkAir Telecom over an agreed period of time.

Change in your level of service. We may ask you to change your services to reduce your monthly charges and in turn, reduce your future bills to make your service and subsequent bills more affordable to you.

Difficulties in making or receiving calls

If you have difficulty in making a call you should try re-dialling. If you still have difficulty please call us.

If you are not satisfied with WorkAir Telecom’ service

We understand that faults can occur, and when they do, we want to correct them quickly. We provide a full complaint handling process to solve your problem as soon as possible. If you’re not happy with the service you’re getting, please see our customer complaints code.

Number portability

WorkAir Telecom is able to offer number portability. This means that if you move your service from BT or other operator to WorkAir Telecom you are allowed to keep you existing phone number. This means that you do not need to notify your contacts of a number change. It normally takes between 4 and 7 days to transfer a number. This facility may not be available in your area. If you would like more information, please call our customer service advisers on 0330 0539 114