Code of Practice

Introduction

Talk Internet is a UK ISP specialising in providing voice and data services to the IT channel. Established for over 10 years, we are a UK-based operation, with our data centres and support function located in the UK. Our high levels of support and customer service have always been central to the way we do business.

Contact Details

Please contact Talk Internet Ltd using one of the contact methods below. We will respond to all points of contact within 1 business day and aim to resolve any issues you have within 3 business days.

Talk Internet Limited
Suite 12, Xpdia
Cinnamon Park
Fearnhead
Warrington
WA2 0XP

Tel: 01925 748443
Fax: 01925 748362

Technical Support

Tel: 01925 748443
Email: support@talkinternet.co.uk

Customer Services

Tel: 01925 748443
Email: customerservices@talkinternet.co.uk

Accounts / Billing enquires

Tel: 01925 748445
Email: accounts@talkinternet.co.uk

Our Services

Talk Internet offer a wide range of both voice and data services including: Connectivity – Broadband ADSL to Lease line services

  • Co-location – secure, accessible and managed space in our facilities
  • Dedicated server hosting – either virtual or traditional dedicated servers
  • Telephony services – a full range of specialist telephony services
  • Access

Services will be provided upon receipt of a signed order form and following a credit check.

Pricing Information

For latest pricing information please contact our sales team on: 01925 748443 or email sales@talkinternet.co.uk
For more information on our partner programme and partner discount pricing please contact our partner team on: 01925 748443 or email partners@talkinternet.co.uk
Invoicing for services is performed monthly, quarterly or annual depending on the service that is taken. For more information on the billing process please contact our account department on 01925 748445.

Contract Conditions

Our Terms and conditions for all our services can be found at: http://www.talkinternet.co.uk/terms

Our Partner programme Terms and conditions can be found at: http://www.talkinternet.co.uk/terms

Standard conditions: all orders completed via order forms to orders@talkinternet.co.uk

Orders are usually for a period of 12 months, which is clearly stated on all order forms. The Customer may terminate their Agreement to by providing at least 30 days’ written notice, such notice not to expire prior to the end of the Contract Period.

Customer Service – compensation or refund policy

If a refund is due, we will refund money by check, or bank transfer. Please contact the Talk Internet accounts department if you have an invoicing query. Account department can be contacted on Tel: 01925 748445 or email accounts@talkinternet.co.uk

Complaint Handling Process

If you should have cause to complain about our service, please contact our customer services department on customerservices@talkinternet.co.uk or Telephone: 01925 748443.

You will need to provide us with details about the service you are using and the problems you are experiencing so that your complaint can be assessed and resolved, we are committed to Customer Service and should you submit a complaint we will acknowledge your complaint within 1 business day and aim to resolve any issues within 3 business days, during which we will keep you informed on progress.

If your complaint is in relation to your domain name and you’re not happy with the initial outcome of your complaint, then please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-nominet

Alternative Dispute Resolution

If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc.), please contact us at abuse@talkinternet.co.uk with as much detail as possible about the abuse. We will investigate your complaint immediately.

If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Otelo an independent alternative dispute resolution scheme. Details of the service are below:

Otelo
PO Box 730
Warrington
WA4 6WU

Telephone: 0845 050 1614 or 01925 430 049
E-mail: enquiries@otelo.org.uk
Web site: http://www.otelo.org.uk

 

How to obtain this Code of Practice

This Code of Practice is published on our main website http://www.talkinternet.co.uk/code-of-practice additional copies are available on request and free of charge to all customers. It is also available in large print. If you have any further queries regarding our complaints procedure you may contact our customer services team:

Customer Services
Talk Internet Limited
Suite 12, Xpdia
Crab Lane
Fearnhead
Warrington
WA2 0XP

Email: customerservices@talkinternet.co.uk
Telephone: 01925 748443
Fax: 01925 748362