Nothing in this Code of Practice detracts from your statutory or common law rights, nor does anything it contains form part of any contract between Virocom Ltd and a customer. The communications services described in this Code are subject to availability and may be modified from time to time. This Code of Practice is published by Virocom Ltd.
The purpose of this Code of Practice is to inform our customers of their relationship with us. It is written for business consumers who purchase telecommunications services from us directly.
This code aims to provide:
To order any Virocom Services, please contact Virocom on any of the below details:
By Telephone: 0345 678 8898 / 0845 678 8898
By Fax: 0845 678 889
By Email: firstname.lastname@example.org
By Website: www.virocom.co.uk
By Writing: Virocom Ltd, 9 Hestia House, City Walk, London, SE1 3ES
Lines are open from 8.30am – 5.30pm Monday to Thursday and 8.30am – 5pm Friday. All calls are monitored and recorded for training and security purposes.
Virocom Ltd provides communications services to organisations of all sizes across the UK. We use the Virocom Ltd’s network and telecoms networks of tier one carriers the likes of BT, Vodafone, COLT etc. All carriers use both TDM (traditional telephony) and a Next Generation Network. The Virocom Ltd network is connected to BT and a number of other network operators at multiple locations.
To route telephone calls, over the traditional TDM network we use either carrier pre-selection (CPS) and wholesale line rental.
CPS enables you to pre-select an alternative carrier. For more „consumer‟ information, should this be applicable, on CPS, you can download the Ofcom Consumer Guide in pdf format from:
We also offer our customers the option to have their line rental supplied by us over the TDM network, using a mechanism called Wholesale Line Rental over the BT wholesale network.
Virocom Ltd is one of the leaders in providing telephone services to organisations across the UK. Customers join us through business to business marketing, over the telephone, through the internet and by signing up with our field sales representatives.
We are committed to delivering outstanding service, which includes our sales and marketing activities. This document sets out how we aim to achieve the highest standards possible. It is essential that our customers understand, at the point of sale, the services offered and the contract they are entering into.
Virocom Ltd adheres to all applicable Codes of Practice, including advertising and consumer protection regulations. This includes the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-Mail Preference Service. Our advertising and promotions comply with the British Codes of Advertising and Sales Promotion.
We always aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service. We do not denigrate other providers of telecoms services.
Virocom Ltd follows strict procedures when we hire and train staff who will market and sell our services whether in face-to-face sales or telephone sales.
Whilst operating within current employment legislation, we specifically take into account the following factors when recruiting sales agents:
In addition we require staff to follow these rules:
After recruitment, all our sales agents are trained to ensure they have a sufficient understanding of the relevant sections of this Code of Practice. They are also been tested to prove understanding and knowledge of this Code of Practice.
All our sales agents are also trained to ensure they have a sufficient understanding of the following topics:
Responsibility for code compliance by all Virocom Ltd representatives, including any 3rd party sales agency lies with Virocom Ltd. The Sales Director for Virocom Ltd is accountable for ensuring that Virocom Ltd and its agents observe the code, and is also responsible for handling of the complaints relevant to the code. You can email our compliance team or write at address given above.
Remuneration systems for Virocom Ltd are such that they do not encourage misleading or exploitative sales practices. All agencies representing Virocom Ltd disclose all details of incentive schemes related to Virocom Ltd.
Virocom Ltd wants to ensure that the customer has a pleasant and reassuring experience whenever they come into contact with any of our sales agents.
A customer may enter into a contract for Virocom ltd services in three separate ways:
Whichever way, we have safeguards in place to ensure that the customer understands the service they are buying from Virocom Ltd and that they are entering into a legally binding contract. The format of these safeguards differs slightly between the ways to ensure the highest possible standard of consumer protection.
When we ask the customer to enter into a contract for Virocom Ltd services our representative will provide in writing the following information:
We have designed our order forms and contracts to ensure the contractual nature of these documents is clear to the customer.
(a) When the customer signs a contract for our services
The customer will be asked to sign and date the agreement.
The contract will clearly state or reference the terms and conditions for the Virocom Ltd service, which are available to read.
(b) When the customer enters into a contract for our services over the phone
During the telephone conversation, the Virocom Ltd representative will ask the customer to confirm that they understand and agree to the following points:
We record all calls for training and quality assessment purposes.
The Virocom Ltd representative will ask the customer to confirm that they have the authority to change telecommunications provider for the telephone number concerned.
(c) When the customer enters into a contract for our services by visiting the Virocom Ltd website
The customer will be prompted to agree to the terms and conditions before completing the transaction of signing up for Virocom Ltd.
The final page will confirm their personal details
This Code of Practice is available on the Virocom Ltd website.
Every customer will receive a Virocom Ltd information pack or welcome letter either when they sign the contract or, if they sign up on the phone, within seven working days.
Every customer will receive a letter which contains the following information
With the letter the customer will also receive a general information leaflet giving full details of the service, how it works and frequently asked questions.
We aim to complete the process from agreement to the service going live within a total of 30 working days.
We reserve the right not to enter into agreements.
We comply with all applicable consumer protection legislation and other legal requirements.
Virocom Ltd will make regular audits of our systems, procedures and documentation to deliver compliance with our code of practice.
Our customer service representatives are able to help with all your queries including products, billing and tariffs. Where possible, we will respond to your enquiries within 2 hours. Our service centre is open to deal with your enquiries from Monday to Thursday between 8.30 am – 5.30 pm and Friday 8.30 am – 5.00 pm.
If you have any service enquiries please call us on 0845 678 8898
Alternatively, you may write to our customer service centre at:
Virocom Ltd, 9 Hestia House, City Walk, London, SE1 3ES
Or e-mail us at:
If you wish to cancel your Virocom Ltd service you can do this without any cost or charges at any time within 7 days of the date you sign or agree to the terms of the Contract (not the date you are connected to the service). If you exercise this right you must within 5 days of cancellation return at your own cost all equipment we provided to you unused and it its original packaging. We advise that you do this by courier or guaranteed mail as we have no responsibility for any lost or undelivered equipment. If you do not return the equipment in this way, you can still cancel, but you will be responsible for the replacement cost of the equipment, all charges incurred and any enforcement costs (including legal costs).
To find out more about your rights to cancel within this 7 day period please contact us in writing, by telephone or by e-mail as set out above.
If you choose to cancel after this 7 day period, your rights and obligations are set out in your Contract.
Some services take a little time to cancel, as they require us to work with special industry processes. When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.
Faults can be reported free of charge, 24 hours a day. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday to Friday from 9.00 am to 5.00pm, excluding bank holidays). To report a fault call 0845 678 8898.
Faults can occur on the Virocom Ltd network, another operator’s network, or on the telephone used by you or the person you are trying to call. If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault.
Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair. If the fault is on the BT network then you may need to report this fault to BT directly. To report a BT fault call one of the following numbers.
BT Business customers call 0800 800 154
We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you either over the phone or via email.
If you are a previous Virocom Ltd customer and wish to come back to Virocom Ltd please call us on the above phone number and we will aim to get you reconnected as soon as possible.
We will be pleased to provide you with our full list of prices on request. To obtain pricing information please call us on the phone number above.
We provide you with a monthly bill. Your first bill will be issued approximately one month from the time that your Virocom Ltd service begins and then at the same time of the month in subsequent months.
Payment is usually by Direct Debit, however if you wish to discuss alternative payment methods then please contact us on 0845 678 8898.
Itemised Bills are provided free of charge and we normally detail each item that costs more than 30 pence. On request, we will provide full itemisation.
Prompt payment of bills helps us keep our costs down so that we can continue to offer a highly competitive service. Please call us as soon as possible if you think you may have difficulty in paying your bill. If there are special circumstances, we may be able to agree special arrangements with you to prevent disruption of your telephone service.
In the event that a bill is not paid we will make all reasonable attempts to resolve the matter with you. However, if we are unable to get a satisfactory explanation for the non-payment we may suspend or disconnect your service in accordance with our terms and conditions.
We take billing accuracy very seriously. If you do not understand or disagree with part of your bill, please call us on the number quoted on your bill.
You are liable for the costs of any calls that you make over our network. If you query the charge for dialled calls, we will re-check the bill. If we find a mistake you will be credited accordingly.
If you have difficulty in making a call you should try re-dialling. If you still have difficulty please call us on:
0345 678 8898 / 0845 678 8898
If BT provides your telephone line (rather than Virocom Ltd) and you cannot make or receive calls then it is likely that there is a fault on either the BT network or your phone.
Please contact BT on one of the following numbers.
BT Business customers call 0800 800 154
We are committed to providing you with the best quality and value communications services in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible.
When you call us, a customer service adviser will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, these may take a little longer to resolve.
If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for further investigation.
In the rare event we are unable to resolve your problem we will write to you informing you of the position. This is sometimes called the ‘deadlock’ letter. When you receive this letter and your annual bill is less than £5000, you have the right to refer your case to the Ombudsman. The contact details can be found in section 10 of this code. The Ombudsman will want to ensure that you have followed this process through before contacting them. If this is not evident the Ombudsman is likely to refer the matter back to Virocom Ltd for resolution.
Virocom Ltd is happy to work with other independent bodies, such as The Federation of Communication Services (FCS), PhonePayPlus, Citizens Advice Bureaux, Consumer Advice Centres, and Trading Standards Departments.
Virocom is a member of the Telecommunications Ombudsman scheme, which provides a free, independent, service to help sort out complaints when customers and telecoms companies can’t agree. It is run by the Office of the Telecommunications Ombudsman, Otelo for short. Otelo’s job is to investigate complaints fairly, listen to both sides of the story and look at the facts. If the Ombudsman decides your complaint was justified Virocom Ltd will honour this decision and put things right for you.
To find out how the service works and what it covers, please ask for a copy of Otelo’s complaints booklet ‘Two sides to every story’ by phoning 0845 050 1614. The scheme provides a straightforward alternative to legal action. If you receive the deadlock letter as described above, you must decide within 6 months if you wish to refer the issue to the Ombudsman.
An application to the Ombudsman does not relieve you from any obligation you may have to pay any amounts not in dispute.
The Ombudsman can provide you with further details and you will also find information on Otelo’s website. Contact details are shown in Section 12 of this Code.
Virocom Ltd is able to offer number portability. This means that if you move your service from BT or other operator to Virocom Ltd you are allowed to keep you existing phone number. This means that you do not need to notify your contacts of a number change. It normally takes between 4 and 10 days to transfer a number. This facility may not be available in your area. If you would like more information, please call our customer service advisers on free phone 0845 678 8898.
We may collect personal information about you from a number of sources. These may include:
If you contact us with an enquiry
Virocom Ltd is registered under the Data Protection Act and takes all reasonable steps to ensure that there is no unauthorised access to your personal data.
We may use the personal data that we have to promote Virocom Ltd products and services but these details will not be passed to any other organisations for marketing purposes.
In some circumstances we may supply information to organisations such as the police where the law permits us to do this.
We may record phone conversations in order to provide training services or to provide evidence of a transaction.
If you wish to know what personal information Virocom Ltd holds on you, you can obtain this by writing to us. Please write the following address.
Data Protection Manager, Virocom Ltd, 9 Hestia House, City Walk, London SE1 3ES
You may wish to stop unsolicited telemarketing calls from Virocom Ltd and other organisations. You may do this by calling the Telephone Preference Service (TPS). The contact details for the TPS are given in section 12.
Virocom Ltd provides terms and conditions which are available on our website at www.virocom.co.uk/legal
If you are older or may have a disability and wish to discuss any special communications requirements you may have then please contact our customer service centre at the above address and we will try and accommodate your requirements where possible.
You have a right to be included in the phonebook and directory enquiries. You may also choose be ex-directory.
Virocom Ltd can arrange for your Virocom Ltd Non Geographic Number (NGN) e.g. 0800, 0845 to be included in the phonebook. Please contact our customer service centre at the above address
It is our policy to maintain contact with our customers on a regular basis. We may call you or write to you from time to time to inform you of any new services and to review your current telecommunications requirements. We aim to keep this Code of Practice up to date and you may obtain a copy from our customer service centre or via our Website, www.virocom.co.uk
Virocom Ltd is committed to the prevention of pollution. We maintain an environmental management system that is appropriate to the nature, scale and environmental impacts of our activities, products and services. This system ensures that wherever possible:
Virocom Ltd is predominately a supplier of communications service to business customers. We understand that some of our customers may have special needs and so require particular attention. It is our policy to assist any customers who may have difficulty using telephony services whether they have a disability or are from other vulnerable groups.
We understand that annoyance and distress can be caused by malicious calls and take this problem very seriously. If you are receiving malicious calls, we would like to provide you with every assistance to try to resolve the problem. This may involve working with the police and other network operators where appropriate. You should be prepared to give evidence if the caller is traced and brought to court. We may also recommend that you change your phone number and ask for this to be ex-directory if you continue to receive such calls.
To report any malicious calls to Virocom Ltd, please contact our customer service centre at the contact details given in section 2.
PhonePayPlus, (formerly ICSTIS) is the premium rate services regulator.
PhonePayPlus is the industry-funded regulatory body for all premium rate charged telecommunications services. They regulate premium rate services in their entirety – their content, promotion and overall operation – through the PhonePayPlus code of practice.
The role of PhonePayPlus is to prevent consumer harm.
PhonePayPlus investigates complaints about the promotion and operation of services which involve the use of a telephone connection via a premium rate number. This includes services available on a variety of mediums such as voice (telephone), fax, Internet, mobile phone SMS and interactive TV. The potential content of these services is virtually endless.
PhonePayPlus regulates any service/promotion that is operating on one of the following number ranges:
PhonePayPlus has the power to fine companies and bar access to services if their code of practice is breached. PhonePayPlus can also bar the individual(s) behind a company from running any other premium rate services under any company name on any telephone network for a defined period.
PhonePayPlus can deal with lesser problems by issuing formal reprimands or ordering companies to come to us for prior approval.
Their service is fully independent.
If you think a particular service falls within the remit of PhonePayPlus, you can submit a complaint to them. There are a variety of ways to submit your complaint but before you do, we recommend that you visit their online number checking facility for instant information about the number in question. After that, please use one of the following methods:
If you have a hard copy of the promotion in question (i.e. a page from a magazine), please supply your complaint in writing with a copy of the promotion to: PhonePayPlus, FREEPOST WC5468, London, SE1 2BR by using their online complaint form by calling their free helpline on 0800 500 212 between the hours of 8.00am and 8.00pm, Monday to Friday.
Information about our PRS tariffs
For up-to-date information about the tariffs for calling PRS number from Virocom Ltd network please contact customer services or your Virocom Ltd account manager.
Calls to PRS numbers are typically more expensive than calls to other telephone numbers. Most PRS numbers are operated on the basis of a revenue-sharing arrangement. This means that the bulk of the revenue from calls to such services goes to the service providers who are responsible for the content, product or services provided or who act as resellers or aggregators on behalf of a number of such providers. The service providers are responsible for compliance with the bulk of the obligations imposed by the PhonePayPlus code of practice mentioned above.
The remainder of the revenue is shared by the consumers “originating” telephone company (for instance Virocom Ltd, which receives a small fee for origination of the phone call) and the telephone company that contracts with the service provider and “terminates” the call on behalf of the service provider through the provision of network facilities.
We offer the facility to bar calls to Premium rate numbers, which will help stop any dialling on your line to all UK based 0900-0909 premium numbers. If you use other service providers, for example BT for you line rental service, then you will need to ask them to bar your calls as well. These are the numbers that are currently being used in the Internet scams. If you want to place a premium bar on your line or need to check whether you already have an active bar in place please call our Customer Service Team on 0845 678 8898.
There is currently a scam that infects computers with a dial-up Internet connection. It changes the way your computer connects to the Internet and is difficult to detect.
The scam can occur when you are browsing a compliant and proper Internet services website often with premium rate content. Examples of websites that have available premium rate content to download to your computer include music, films and adult material. When you access one of these sites a message should appear asking you to install software in order to download material from the website at an explained addition cost.
When you install this software, your normal dialler will be temporarily replaced to pay for the content that you have just requested with a new dialler configuration.
A Trojan is a programme that infects your computer and allows a hacker to run hidden tasks without your knowledge or consent. The latest Trojan’s can re-configure your dial up connection and charge you at a Premium or International call rate when you access the Internet and click on a seemingly harmless pop up or link. The next time you dial up to connect to the Internet you will be charged at a Premium rate or International call rate. That’s the scam.
Install the latest software to protect your computer and always obtain the latest upgrades and patches from the supplier to ensure you are protected against the latest Trojans.
Using anti-virus and Firewall protection programs will help reduce the risk of this happening. We strongly recommend that you use additional safety measures in addition to their standard anti-virus programs.
Please speak to your IT Administrator or PC supplier for further guidance.
We also recommend that you keep your operating system patched with the latest upgrades from your software’s manufacturer. For Microsoft Window users please visit http://windowsupdate.microsoft.com to ensure your PC settings are up to date. We are working closely with PhonePayPlus and Ofcom. Once we identify a Trojan dialler we take all possible steps to ensure that our customers are unable to connect to this number again.
The Office of the Telecommunications Ombudsman (Otelo) of which we are a member is able to investigate if you have a complaint that we cannot resolve regarding calls to PRS number appearing on your phone bill.
Furthermore, PhonePayPlus may order a PRS service provider to pay you a refund in the case they have completed an investigation and where it imposes redress as a sanction. If it can be shown that your phone has been used without your permission to call certain types of premium rate service (i.e. live and recorded chat, and live tarot services), PhonePayPlus may also be able to help you obtain compensation from the PRS service provider. PhonePayPlus will also be able to help you identify the service provider who provides the service behind the PRS number on your phone bill.
Please visit their website at www.phonepayplus.org.uk
Our up-to-date charges for calls to number translation services (numbers starting with 05 or 08) are available from our customer service team on 0845 678 8898. We provide these with the same prominence as our charges for calls to other numbers (including geographic, mobile and international numbers).
Our stated charges for calls to number translation services will include variations by time of day, for example, whether the call is made during the day, evening or weekend.
We also make it clear whether any of our special offers, discount schemes or call bundles includes calls to number translation services.
Whenever we refer to our call pricing in our marketing material, we include our maximum number translation services call prices as well as a clear reference to our customer service advisers who can provide a complete set of our charges for calling number translation services.
If you are a new customer who signs up for the Virocom Ltd service, we include on the relevant correspondence, our maximum number translation services call prices as well as a clear reference to our customer service advisers who can provide a complete set of our charges for calling number translation services.
Office of Communications (Ofcom)
Address: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Call: 0845 456 3000
Fax: 020 7981 3333
Address: Fourth Floor, Clove Building, 4 Maguire Street, London, SE1 2NQ
Call: 0800 500 212
Address: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Call: 0330 440 1614 or 01925 430049
Fax: 0330 440 1615 or 01925 430059
Financial Conduct Authority
Address: 12 Endeavour Square, London, E20 1JN
Call: 020 7066 1000
Fax: 020 7066 1099
Telephone Preference Service
If you do not wish to receive unsolicited telemarketing calls, register on line at www.tpsonline.org.uk or call 020 7766 4420.
Fax Preference Service
If you do not wish to receive unsolicited telemarketing faxes, register on line at www.fpsonline.org.uk or call 020 7766 4422.