Business Telephone Lines Frequently Asked Questions

What is involved in changing from my current supplier to Pennycom Communications?

A: Changing to Pennycom Communications is a simple process with no interruption to service, and you keep the same phone number you currently have. We inform BT that we will be billing you for your line rental, line services and calls in the future. You will have access to our online billing system which includes convenient spend analysis tools and controls to help you manage your bills.

Will I still receive a bill from BT?

A: No, once you have switched, you will only receive one single monthly bill from Pennycom Communications, including all call and line rental charges.

Why do I have to pay by Direct Debit?

A: Yes. Direct Debit is the preferred payment option because of the low margin nature of this business and the high administration costs of running a Credit Control Department. Direct Debit is safe and fully protected by the Direct Debit Guarantee. Any person settling invoices by Direct Debit is covered by the standard Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that 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 an error is made by us or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid. Pennycom Communications will notify you in advance of your account being debited and your bill will be viewable on our website before the payment date. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

Will there be any changes to the way I use the phone?

A: None whatsoever. You will continue to enjoy exactly the same high quality calls, keep your same telephone number and no additional equipment or action is required on your part. You just pick up the phone and dial as normal. The only difference will be the logo on the letterhead and a significant reduction in the amount you are paying.

I have received my first bill. Why does my monthly fee appear higher than the rate advertised when I joined?

A: Your first bill from Pennycom Communications will include the monthly rental(s) pro rata for the portion of the month in which you transferred plus one month in advance. Thereafter your monthly rental(s) will be at the advertised rate. This is exactly the same way as any other supplier would charge you for line rental. You may be eligible for an advance line rental refund from your current telephone service supplier for any line rental paid that covers the period after you have transferred to Pennycom Communications. The amount will depend on whether you are billed quarterly or monthly in advance.

Will I need any equipment/ Will an engineer visit?

A: No, Pennycom Communications is an equipment-free service, all the work is carried out at your local telephone exchange, and there will be no disruption to your service. You can continue to use your current telephone handset exactly as you are used to.

What should I do with previous suppliers' equipment now that I have joined Pennycom Communications?

A: Previous suppliers' equipment should not be affected but you may need to check that they have not inserted any codes into the equipment which would continue to route your calls through them. We are happy to provide advice should you require it. Please contact Customer Services on 0844 880 2121 for assistance.

I have suffered problems in the past with other suppliers. What makes you different to other suppliers?

A: Here are a couple of reasons why we believe Pennycom Communications is better than our rivals:

We are not just amongst the very best in the market on price, we also pride ourselves on the quality of our account management and customer service, from the first point of contact, right through your life with us as a customer. As result, we hardly ever lose a customer.

Pennycom Communications only uses Tier 1 network operators, meaning you will always be supplied through a World Class partner.

Pennycom Communications has a resilient network and a good, long-standing knowledge of the telecommunications market.

How can Pennycom Communications be cheaper than BT?

A: Pennycom Communications uses the UK 's most efficient network operators. We use group buying power to give our clients the same rates normally only enjoyed by much higher spending companies.

Will connecting to Pennycom Communications affect my broadband connection?

A: No. Even if you switch over to Pennycom Communications' network, you are still able to use your broadband connection with your current broadband service provider. Or you may wish to consolidate your services under one umbrella and take advantage of Pennycom Communications excellent broadband services.

Not answered your question?

Then call our Customer Services Team on 0844 880 2121 and a member of staff will be pleased to help.