Inspire Telecom provides communication services to domestic and business customers. While we rely on third-party suppliers for some components of our services, we strive to ensure a high standard of service delivery. We will work closely with our suppliers to address and resolve any issues with their services promptly.
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.inspiretelecom.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats.
By Phone: (From 9am until 5pm Monday-Friday, Saturday 9am-2pm on 0330 122 9488.
By Email: support@inspiretelecom.co.uk
By Post: Inspire Telecom, Alpha House, Laser Quay, Rochester, Kent, ME2 4HU.
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
We work to the principles in the British Code of Advertising, Sales Promotion, and Direct Marketing, which are set out on the website www.cap.org.uk
All terms and conditions are available: here
The minimum contract term for our services is dependent on which services you decide to take.
For Residential Customers: We offer 30-day, 12-month & 24-month contracts.
For Business Customers: We offer 12-month, 24-Month, 36-Month & 72 month contracts (Dependent on business size).
For more information on minimum contract terms please phone our Customer Service Team on 0330 122 9488
We aim to provide services within 10 working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
Our contracts are secured by our Price Promise Guarantee, ensuring that there will be no price increases during your 12-month, 24-month & 36-month contract term.At the end of your contract, you will have the option to renew or terminate the services. We will notify you in advance regarding your contract's end date and provide instructions for the next steps. If you choose not to renew, services will continue on a monthly-rolling basis unless terminated and will be subject to Out of Contract Rates. For Year in Advance Billing, charges are applied upfront, and if the agreement is cancelled or modified, pro-rata refunds are not typically provided. When you come to the end of your contract you will be moved to Monthly Billing for your line rental/licence charges unless you renew.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After the ten working days, an early termination charge may apply. Any applicable early termination charges can be found in your Terms and Conditions.
Please call our Faults Team on 0330 122 9488 (Option 3) if you experience a fault with any of our services.
Any overcharges that may occur will be refunded against outstanding amounts or credited to your account as applicable.
Our Service & Call pricing structure is available from our Customer Service Team on 0330 122 9488. All Unlimited Call Bundles & Packages are subject to a 2000 minute fair usage policy. Our Unlimited Calls bundle to UK Landline & UK Mobile is made up of 1500 minutes UK Landlines & 500 Minutes UK Mobile.
We will bill you monthly (or explain your billing cycle). You will be billed by direct debit only. We provide paper billing for a fee of £3.59 per month.
If you have difficulty paying your bill, please contact us on 0330 122 9488 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection.
Please call our Customer Service Team on 0330 122 9488 giving at least 30 days’ notice before your move date. We will amend your account and billing requirements as necessary. We will endeavor to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
We recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will endeavor to arrange this if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. Please give us as much notice as possible. For more information, please call our Customer Service Team on 0330 122 9488.
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 wish to query or dispute any charges/services, you will need to raise them with us within 60 days of the date of the relevant invoice.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at https://inspiretelecom.co.uk/complaint-handling-dispute-resolution. Alternatively, copies are available free of charge and on request from our Customer Service Team.
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team to report the incident and for information on how to deal with it.
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:
We comply fully with our obligations under the Data Protection Act 1998.
Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk
Phone-paid Services Authority – 40 Bank Street, London E14 5NR Tel: 0300 30 300 20
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
This Code of Practice is governed by and construed in accordance with the laws of England and Wales. Disputes arising in connection with this Code of Practice shall be subject to the exclusive jurisdiction of the English courts.