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SilverCall – Frequently Asked Questions
Q: What is my new telephone number?
A: Your new telephone number will be provided by either your House Manager or scheme sales person. It will also appear on the front of your monthly bill.
Q: When will I be able to make and receive calls?
A: As soon as your SilverCall service is connected you will be able to make and receive calls. The expected date for activation is detailed on the front of this letter.
Q: Will I receive a bill from BT?
A: No, although the line to your building is provided by BT, thereby ensuring you receive the same standard of quality, to save each resident the additional expense and inconvenience of installing individual BT lines (Normal cost £150.00), we have teamed up with your scheme developer to connect your property to the BT network with free installation and a greatly reduced line rental charge, therefore all line rental and call charges will be billed by SilverCall.
Q: How often will I receive a bill?
A: You will receive 1 bill each month for both calls and line rental shortly after the 3rd of the month. This will be collected 14 days later by Direct Debit. Our collection company XL networks processes this collection and therefore XL networks will appear on your Bank Statement.
Q: How is my bill calculated?
A: We charge for line rental in advance and calls in arrears. This means your monthly bill includes charges for calls made in the previous calendar month and line rental up to the end of the month in which you are billed. For example, if your bill is dated 3rd March, this will include calls for the month of February and line rental from the 1st to the 31st of March.
Q: When will I receive my first bill?
A: Your first bill will be dated the 3rd of the month following the activation of your telephone service. Please note that your first bill will include line rental charges from the date of activation up to the end of the month on a pro rata basis as well as the next calendar month in advance.
Q: How do I contact you if I have a query?
A: Our contact telephone numbers are listed on the front of this letter. You may write to us at the address overleaf or by email billing@silver-call.co.uk.
Q: When is payment due?
A: Payment for your bill should be by direct debit. This will be collected around 14 days after the date on your bill. Should we not be able to set up your direct debit in time for your first bill, we will collect this payment at the same time as your second bill.
Q: What should I do I have a technical fault or question?
A: If you know you have a fault, call the fault reporting desk on 0845 434 8570, otherwise contact our customer services team on 0845 434 8550 in the first instance.
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