FAQ's


Why PureTel?

We are an independent supplier of business telecoms services. As we are not tied to any particular carrier, we can scour the entire market to make sure you get the best possible deals for all of your services.

Can PureTel Install New lines for us?

Yes we can. By using BT Openreach, we can install new lines at your premises.

How are PureTel able to offer reduced cost BT lines?

Deregulation of the UK telecoms industry means that companies like PureTel have access to the BT network to buy and sell at wholesale prices. We have established an excellent relationship with BT meaning we are able to negotiate highly competitive rates.

How long does the switch over of lines to PureTel Take?

The average lead time for line transfers to take place is 10 working days.

Will we experience any downtime?

No. The transfer of lines should be seamless, the switch over is a not much more than a billing exercise and should not interrupt your services at all.

Who will send us our bill?

PureTel will send your bill by email or post around the middle of each calendar month.

Who do we contact if we have a fault on one our lines?

Contact PureTel customer service team on 0330 2000 554

Who maintains our phone lines?

Lines are maintained by BT Openreach

Would I get a better fault engineer response if I was with BT?

No, all suppliers are subject to the same service level agreements from Openreach

What if we feel we have cause to complain?

We aim to offer a great service to our clients at all times, however if in the unlikely event that you are not entirely satisfied with the service received, we want to hear about it.

You can raise your complaint using the following procedure. In the first instance we will try to resolve any complaint verbally. If you are still not entirely satisfied then you can write to our complaints department at the address on our contact page, alternatively you can email a written complaint to cs@pure-tel.co.uk

We aim to respond to written complaints within a maximum of 7 days. If a resolution cannot be reached, a dead lock letter will be issued and the complaint can be raised with the telecommunications ombudsman. Their details are below-

The Ombudsman Service Limited
Wilderspool Park
Greenalls Avenue
Warrington
WA4 6HL

Address

PureTel
Second Floor, Northwich Business Centre, Meadow Street, Northwich, CW9 5BF
Tel: 0330 2000 554

Ombudsman Services