FAQs

Switching to us

IN-Touch Calls is one of the fastest growing independent telecom service provider in the UK, providing excellent customer service and low cost calls and line rental for business customers, with savings of up to 50% with on one simple monthly bill.
IN-Touch Calls is an independent telephone service provider and not a part of the BT. However to ensure our customers receive the highest quality of service at the lowest cost all our telephony services use the best network that is, BT OpenreachTM network, the most robust telephone network in the UK.
Since the de-regulation of the telecommunications industry, you are able to choose your phone supplier. IN-Touch Calls purchase call and line services from the wholeseller and then provides them to you at lower prices than other service providers, which could help you to reduce your telephone bills.
The only changes are that you will find your telephone bills have reduced and you will need to contact IN-Touch Calls if you need to report a fault or need any customer service
Yes, you will always keep your existing number if your existing number is supplied by the Non Cable/Kingston. We can also port most cable numbers to our network, but installation charges would apply.
You are able to switch your phone lines to IN-Touch Calls over the telephone by calling our customer service number on 02085073333.
We are able to switch your supply to IN-Touch Calls over the telephone by calling our customer service number on 02085073333.
We do not charge for switching your supply to IN-Touch Calls. We will do everything required on your behalf to change you over to IN-Touch Calls.
Our experienced sales staff will advise you, based on previous experience and knowledge of the telecommunications industry, whether it is likely if you will be charged an early termination fee for leaving your previous supplier, however this is only an advisory and not a guarantee. Most of the contracts we come across can be terminated with 28 days notice. Your existing supplier will provide a final bill and you must then come to a satisfactory arrangement with your previous supplier to discharge the debt.
Yes, if you use a dial up connection you will be charged in accordance with our pricing tariff for the specific number you dial to access internet connection. Your broadband connection will be unaffected.
The switch to IN-Touch couldn't be easier, because IN-Touch Calls is also at the cutting edge of the telecoms industry, and uses the Wholesale Line Rental WLR3 platform, via the BT OpenreachTM network, this cutting edge technology allows us to effectively automate our systems, providing customers with an efficient and convenient service, which means you will be able to retain all the same services you had with your previous supplier and no disruption to your service.
IN-Touch Calls can provide and arrange the installation of new lines and services through BT OpenreachTM. These lines will be added at the same reduced rates as any telephone lines you already have with us. Please contact our customer service department for confirmation of the charges.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 02085073333. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person. You may also send your complaint to us in writing. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company.

If we cannot resolve the problem, we will write to you to say so. If you your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached "deadlock", then you may ask for help from the Communication and Internet Services Adjudication Scheme (CISAS) Tel: 020 7421 7432 e-mail: info@cisas.org.uk Website: www.cisas.org.uk CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
IN-Touch Calls is also at the cutting edge of the telecom industry, and uses the Wholesale Line Rental WLR3 platform, via the BT OpenreachTM network, this cutting edge technology allows us to effectively automate our systems, providing customers with an efficient and convenient service.
Moving is easy, fast and risk free. Switching telecom providers is nothing new and has been occurring since the telecoms market began to deregulate in the mid-80's. For many years now the telecom industry has had extremely reliable and sophisticated systems and processes that allow a customer to switch seamlessly from one provider to another.

Depending on which services you switch to us, a simple form or two is all that is required. IN-Touch Calls does everything once the forms are completed and we will let you know exactly what day when your services are going to switch.
The only changes are that you will find your telephone bills have reduced and you will. We do not own or operate any telecommunication’s network ourselves. Thanks to deregulation we can buy wholesale from such ‘Tier 1’ companies such as BT Openreach or O2. This means there is no difference in the level of call or data quality in the services we provide. Your business or home still gets to use the best networks in the country, however as a more boutique telecom provider and a specialist in the SME sector, we provide a more personalised service to you that the major networks find harder to do directly themselves.
You can nominate to have your bill either emailed or posted to you. Your bills will also be available for you to view and download online via a secure password. Each month your invoice will be sent to you via your chosen billing method. All call charges are billed in arrears and any rental charges, such as line rental or broadband access are billed a month in advance.
We offer Direct Debit as the only payment option in order to transfer discounts to our customers and ensure we can continue to provide a value for money offer as it removes the high administration costs of running a Credit Department. Direct Debit is safe and fully protected by the Direct Debit Guarantee, this Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. 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.
Tip 1 - Use microfilters
Ensure that all phones, fax machines, digiboxes etc are connected via a microfilter. Microfilters prevent other devices, that are connected to your telephone sytem, from interfering with your broadband signal. Every device connected to the phone system should use a microfilter. If you still encounter problems, unplug all devices and gradually add each back until you can identify which causes the problems. If you are already using microfilters, supplied by your ISP or with your routers, consider paying for more expensive microfilters with good user reviews - it's possible that one or more of your filters is faulty or of poor quality.