As you may be aware, OneTel has been part of the TalkTalk family for over 10 years. To make sure we continue to bring you the best possible service we’ll soon be moving you over to a new TalkTalk package on our latest technology, and we’re working to make sure the move goes smoothly, with no interruption to your services.
You won’t need to do anything. You will soon receive a letter confirming more details of your new package and the date when you will move to TalkTalk.
We’ve made sure your new package closely matches the one you’re currently on, however, you may see some small changes. We’ll send you a letter confirming the exact details of your new package soon.
Our TalkTalk broadband is totally unlimited, with free built-in security features like HomeSafe® and SuperSafe. Your home phone will have access to our latest flexible boosts allowing free or discounted local, national, mobile and international calls. You can also pay a bit more each month to enjoy our great value award-winning TV service, and when you fancy extra entertainment like Sky Cinema or kids channels you can buy these a month at a time.
We will also give you access to My Account which will allow you to view and manage your bills and make changes to your account online.
To keep things simple your phone number will stay the same and if you have a broadband router, it will continue to work as normal with TalkTalk.
Some elements of your new service may be different. You will have a letter confirming the exact details of your new package.
If you are currently in contract with OneTel, any full months remaining in your minimum contract term will be moved over to TalkTalk. If you are currently out of contract with OneTel, you will be moved onto an out-of-contract TalkTalk package.
The amount you are billed may change due to the different packages and pricing that TalkTalk has. However, our principle is always to put our customers at the heart of everything we do. We do this with our three customer promises:
- Always saving you money - The way we do things is a little different; stripping out every unnecessary cost, so prices and bills stay low.
- Always best online - Click, tap or swipe your way to whatever you need, whenever you need it on the TalkTalk website.
- Always going further - We work our socks off to make sure your TalkTalk experience is the best it can be.
The good news is you are already on the TalkTalk network. You’ll receive a letter confirming the exact date you will move to your new TalkTalk package, and we’ll then be in touch to let you know when you can start using your TalkTalk My Account.
We’ll be closing our OneTel platform and services, which means we will no longer be able to offer these services.
Once you have been successfully moved onto your new TalkTalk package you will receive a confirmation email or letter. This will include a link directing you to set up your new My Account.
TalkTalk will be in touch soon to move your OneTel Broadband & Homephone service onto your existing TalkTalk account. If you’re the TalkTalk account holder and don’t want to wait you can contact us.
The OneTel team will still provide any help and support you need with your current service until you are moved to TalkTalk.
Once you have moved to TalkTalk if you have any questions or are unsure about anything you can always visit My Account.
Billing
From the date, you officially move to your new TalkTalk package you will start being billed from TalkTalk instead of OneTel. The letter you receive will confirm when your first TalkTalk bill will be available. To ensure there is no disruption to your service we will collect payment using the same details as the ones you use to pay OneTel.
All TalkTalk customers have access to online billing through My Account. To ensure there is no disruption to your service, we’ll move you onto a TalkTalk paper bill as you currently have paper bills with OneTel. You’ll get these paper bills free for 3 months and will then be charged £2 a bill. From the date you officially move to your new TalkTalk package you can update your billing method to online billing if you choose.
OneTel will send you a final bill when your account is moved to TalkTalk – this is probably the bill you have just received. There will be no payment required on this bill as we will transfer the balance onto your new TalkTalk bill. The bill should include your usual OneTel package, additional charges covering the period up to the time your account moves to TalkTalk and any charges for calls made outside any inclusive calls package in the previous month.
Any balance that remains to be paid on your OneTel account will be transferred to your new TalkTalk account when you move. You will still have to pay TalkTalk any amount owed to OneTel. TalkTalk will pursue payments for any debt that is carried forward from your old OneTel accounts.
Any credit balance that remains on your OneTel account will be transferred to your new TalkTalk account. The credit balance on your new TalkTalk account could mean payment for your first TalkTalk bill will be less, or it may mean that no payment is collected at all (depending on the size of the credit). Rest assured, your credit balance will not be lost.
The chargeable calls that you have made since your last OneTel bill will be charged on your first TalkTalk bill as ‘OneTel rated call usage’. On your last OneTel bill you can view the itemised breakdown of these calls. On the paper bill, this will display under the ‘Phone extras’ section and on the online bill this will display under the ‘One-off Charges’ section.
If you currently have a Direct Debit set up with OneTel, you don't need to set up a new Direct Debit with TalkTalk. We will set up a new Direct Debit using the same bank details you last gave OneTel.
You don’t need to cancel your Direct Debit, OneTel won't take any further payments after your account moves to TalkTalk and will cancel the Direct Debit instruction with your bank for you. If you would like to, once you’ve received your confirmation email or letter from TalkTalk, confirming your move has been successful, you can cancel the Direct Debit yourself.
Please don't cancel your Direct Debit with OneTel until you’ve successfully moved to TalkTalk as OneTel may still need to take a payment for the last bill they send you.
If you set up a monthly Direct Debit to pay your bill, you won’t need to worry about paying your bills late. Once you have moved if you would like to change how you pay your bills at any time, log in to My Account.
Before your account is moved to TalkTalk, one-off payments should continue to be paid to OneTel.
At the point your account is moved to TalkTalk, any remaining balance to be paid on your OneTel account will be moved to your new TalkTalk account (even if the balance relates to a bill that OneTel issued you). Login to My Account once your TalkTalk account has been set up and you'll be able to make a one-off payment by credit or debit card to clear your outstanding balance. Please note, you will be prevented from making any further payments through your OneTel online account once your account has moved to TalkTalk.
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