1 the Utility Warehouse Discount Club Business Club Single bill for all your utilities Award-winning customer service Value that s unbeatable Easy to switch Phone Internet Mobile Gas Electricity NGN July 2013
2 Welcome to the Utility Warehouse A cheaper way to buy The Utility Warehouse Discount Club for Business is operated by Telecom Plus PLC, a British company in the FTSE 250. We provide a wide range of essential utility services to over 30,000 small & medium sized businesses throughout the UK. Our members benefit from substantial savings on their Gas, Electricity, Landline, Broadband, Mobiles and Non-Geographic Numbers, combined with the convenience of just a single monthly bill. Members can choose to use as many (or few) of our services as they wish. The more services you choose, the more you can save! Members can also save between 3% and 7% on the cost of their shopping (both personal and business) by using our exclusive CashBack card. Instead of spending money advertising our services, we rely instead on existing customers to recommend us to their friends, family and business colleagues. The money we save is used to provide our members with consistently low prices on all the services we offer. It s that simple! To ensure the highest possible standards, our customer service centre is located right here in the UK. In the event you should need to contact us, you will be helped by a highly trained adviser who will deal with your query personally, professionally and as quickly as possible. If this sounds like your sort of Club, we d be delighted to welcome you as a member. You ll be in good company! How to contact us Member services: Monday to Friday: 8.30am - 6pm Technical support: Monday to Friday: 8am - 8pm. Saturday: 9am pm Meter readings: All day, every day: automated phone system - simple and easy to use Charles Wigoder, Executive Chairman Calls to the above 0844 numbers cost just 5p per minute when dialled using our Landline Phone service; call charges from mobiles and other networks may vary.
3 Landline Phone Line Rental Our single analogue line rental costs just per month. You ll find our prices for other line types, Select Services & Network Features are at least 10% cheaper than BT s standard charges full details are available on request. Description Line Rental Care Packages Analogue line (per line) ISDN2 (per channel) Automatic Volume Discounts ISDN30 (per channel) Standard Care Free Free N/A Prompt Care 1.20 N/A Free Total Care Total Care Premium Monthly call spend Discount % % % 1,000 or more - 40% Monthly spend is based on total value of eligible calls made using our Phone and Internet Phone services. Internet Phone Our Internet Phone Lines cost just 2 per month for a fixed connection that s over 80% cheaper than a new line from BT! All calls are charged at our regular low Phone service prices. A one-off connection charge of 50 applies, which covers the provision of up to two Internet Phone Lines. Calls UK calls (at any time) Local/National (01, 02, 03) 1.5p UK mobiles 8p p p Club members (landlines) Free International calling groups Europe (see below) 5p USA & Canada 5p Pacific Rim (see below) 5p Europe: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Israel, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Spain, Sweden, Switzerland. Pacific Rim: Australia, China, Hong Kong, Japan, Malaysia, New Zealand, Singapore, Taiwan. Our complete tariff containing call prices for all other call types and destinations is available on request. A call set-up fee of 6p applies to all chargeable calls. Inclusive Call Bundles You could save 75% by adding a call bundle. Inclusive minutes shown below apply to calls to UK numbers beginning 01, 02, 03 and to any UK mobile. Inclusive minutes Cost 500 Anynet 15 1,000 Anynet 25 2,000 Anynet 40 Free Calls to Club Members All Club members benefit from unlimited free calls at any time to other Club members landline numbers when using our Phone or Internet Phone services.
4 Internet NGN Broadband Mobile Broadband 0800/ (5p retail) 0871 (10p retail) Standard Ultra Standard Premium Monthly rental Speed (up to) 24 Meg 80 Meg 7.2 Meg 7.2 Meg Minimum call charge (if applicable) 5p 2p N/A N/A Monthly charge Destination UK fixed number 4p 1.5p - 1.3p - 2.5p Monthly download limit Connection charge Free webspace Equipment supplied Contract term (months) Unlimited Unlimited 1 GB 3 GB Free 30 Free Free 150MB 150MB N/A N/A 4-port Wireless Router (free) 4-port Wireless Router (free) Pocket Pocket Wireless Router Wireless Router ( 4 per month) ( 4 per month) N/A (i) Members who successfully apply for at least four different services (ie. Gold Status) will receive a discount on their Standard Broadband or Broadband Ultra service of 3.50 per month for their first 6 months. (ii) You may request a free 4 port n-range wireless router. This attracts a 5.99 postage and packing charge on your first invoice. (iii) Our Standard fixed line Broadband Service at 7 is only available if your phone line is connected to an exchange on our Main (LLU) network. Otherwise we will provide you with our comparable Broadband service on our Extended (BT) network where technically possible, which will be subject to a 10 monthly surcharge. (iv) Ultra is not currently available at all exchanges on our Main (LLU) network, but is expected to be rolled-out progressively to around 50% of the UK by December Our Standard fixed line broadband service must be installed and working before we can process an order to upgrade to Ultra; supply of Ultra will require one of our engineers to visit your premises. (v) You must have a working compatible fixed telephone line on which the line rental is being billed by us to use our Standard or Ultra Broadband Services. We are unable to supply broadband on multi-line phone services. (vi) Static IP addresses are available upon request to customers taking our fixed line Standard Broadband service at the following rates: 1 for Free; 5 for 5 per month; 13 for 10 per month. (vii) The theoretical maximum speeds shown above are subject to availability at your local exchange; we will provide the best speed available for your line up to the applicable limit for the service you have chosen. (viii) There is no minimum contract term for customers using our Mobile Broadband Service where we have not supplied a Pocket Wireless Router. Destination UK mobile Overseas destinations USA, Canada, Europe and Pacific Rim* 13p 10.5p 8.5p 6p 8p 6.5p 5p 3p Automatic Volume Discounts Minutes Discount p/min 2, p 20, p 100, p 250, p On 0844 and 0871 calls being delivered to UK fixed numbers, we will increase our payments to you by the amounts shown in this table. Special NGN numbers We have a small selection of memorable numbers available, subject to a one-off connection charge of 500. The connection charge is refundable after 12 months subject to an average monthly usage level of 30,000 minutes having been achieved over the period. *For countries included in these categories, please refer to the lists on the Phone page in this booklet.
5 Mobile (prices include VAT) Value300 Value600 Value1200 ValueMax Fixed monthly charges Price Plan Optional add-ons - Smartphone data ( 2.50 per month) 250MB 500MB 1GB 2GB - BlackBerry data ( 5 per month) 250MB 500MB 1GB 2GB Top 26 International Destinations Australia Austria Belgium Germany Greece Hong Kong Luxembourg Malaysia Netherlands Singapore Spain Sweden Inclusive monthly allowance - Anynet minutes (incl. voic ) ,200 Unlimited - Anynet texts Unlimited Unlimited Unlimited Unlimited Canada China Ireland Israel New Zealand Norway Taiwan USA Calls outside bundle Local/National (01,02,03) 30p 18p 12p Free UK mobile numbers 30p 18p 12p Free Voic retrieval (per call) 12p 12p 12p Free Texts (SMS) Non-UK mobiles 24p 24p 24p 24p Picture messages to UK mobiles 24p 24p 24p 24p Other Customer Services (150) (per call) 12p 12p 12p 12p Top 26 International destinations 15p 15p 15p 15p 0800/0500/0844/ p 20p 20p 20p 0870/ p 20p 20p 20p Directory enquiries (118383) 75p 75p 75p 75p Mobile internet (dial-up WAP) 15p 15p 15p 15p Denmark France Italy Japan Poland Portugal UK data charges If you are paying for a data bundle and exceed your monthly allowance, then any excess data will be charged at 5p per MB If you are not paying for a data bundle, the first 75MB of data used each month will be charged at 20p per MB with the balance (if any) charged at 5p per MB. Corporate BlackBerry Corporate BlackBerry tariffs, including BlackBerry Enterprise Server (BES) options are also available. Contact us for details. (i) Anynet means calls to any UK mobile network or UK landline number (starting 01, 02, 03) and includes voic retrieval. (ii) Where we have supplied you with a handset, you will need to pay a monthly handset charge (as shown in our mobile handset guide) for the duration of your minimum contract term, in addition to the charge for your chosen price plan as shown above. Thereafter your monthly payment will automatically reduce to the cost of your underlying chosen price plan. (iii) For details of other International call prices, roaming costs, and all other charges, please refer to our website. (iv) All call charges shown are in pence per minute except where stated.
6 CashBack card Energy Save an extra 25% each month Customers can save even more by using our exclusive CashBack card in store and online at a wide range of leading UK retailers. You will earn up to 7% CashBack on your everyday business purchases. This can quickly add up to a big saving on your bill. Save money on:- Supermarket shopping DIY products Electrical goods and much, much more! Your CashBack card works just like a 'Pay-as-you-Go' mobile you top it up with money, then go shopping! It's not a credit card, so there's no interest to pay and you can't get into debt. There is no limit to the amount of CashBack you can receive. Retail partners include: CREDIT CARD DEBIT CARD Example CASHBACK CARD Spend: 500 per month CashBack: 25 per month Plus retailer loyalty points Gas and Electricity Peace of mind Our low-cost tariffs are designed to provide business customers with consistently good value on their gas and electricity, across a wide range of usage profiles. These include customers running their own business from home, through to small and medium-sized commercial premises such as shops, churches, workshops and office buildings. No contracts Unlike most other suppliers of commercial energy, we won t tie you into a longterm contract so you are free to take advantage of cheaper gas and electricity prices if the wholesale price of energy becomes cheaper in future. You ll also have the peace of mind which comes from knowing that if we don t remain competitive, you can switch to another supplier without penalty at any time! Easy to switch In order to benefit from our energy services, your premises must meet the following criteria: Gas we can supply premises with an annual consumption profile up to 292,780kWh (equivalent to around 10,000 of gas each year). Electricity your premises must have an electricity meter with a profile 01, 02, 03 or 04. The profile class of your electricity meter is included in the Supply Number on your current electricity bill, as indicated in the diagram below. The number in red must be 01, 02, 03 or XX To get a quotation and to switch to us, simply go to our website:
7 The Small Print (applies to all customers) The Utility Warehouse Discount Club for Business offers savings on a wide range of essential services to business customers. Membership costs 2 per month (included on your monthly bill) and provides a wide range of benefits. All telephony call charges shown are in pence per minute and billed on a per second basis unless otherwise stated. We reserve the right to waive any charges at our sole discretion. All prices are current as at 1 April 2013 and exclude VAT, except where expressly stated. VAT is applied to the ex-vat total of all charges for each service and is mathematically rounded to the nearest penny. More Small Print (applies to each service as shown) Landline Phone (including Internet Phone) If we have provided a new line, then our Landline Phone service is subject to a minimum contract term of 12 months; if you wish to cancel your service you must give a minimum of 30 days notice; such notice cannot be given before the end of any applicable minimum contract term. All call charges (unless otherwise stated) are flat rate and apply anytime, any day. Calls to non-uk mobile numbers (other than numbers in North America) will be charged at the appropriate international rate plus a surcharge of up to 30p per minute. Calls to international ISDN data, international premium rate or audiotext numbers may be charged at higher rates than the standard international call charge. Prices for calls to non-geographic, premium rate and other international destinations not shown in this booklet are available on request. Only calls to UK numbers (beginning 01, 02, 03) and UK mobiles (beginning with 07) are included in the call bundles available on this service the duration of each of these calls is rounded up to the nearest whole minute and deducted from your allowance and any unused inclusive minutes remaining at the end of the month are lost. All chargeable calls are billed per second, rounded up to the nearest whole penny, and a call set-up fee of 6p is then added. If your line rental service is transferred to us from BT, you will continue to receive any Select Services you had previously chosen, with the exception of Customer Controlled Call Barring which is not available from us. Select Services will be invoiced by us on your monthly bill at a discount of at least 10% to the applicable standard BT retail price for each service. We may not be able to provide line rental service to customers who do not have a BT line. On Internet Phone lines, no Select Services or Care Packages are available. To benefit from Free calls to other members, the member being called must also be using a landline phone service being billed by us; the maximum duration of each free call is 75 minutes, after which standard call charges apply; the free calls must be to a standard UK number beginning 01, 02 or 03 connected to our Phone, Internet Phone, Home Phone, Home Internet Phone, or FreeCall service. Free member to member calls are in addition to any Call Bundle calls. In calculating your total call spend for Volume Discount purposes, calls to premium rate numbers (eg. 09XXX), Directory Enquiry services and the Speaking Clock are excluded; in addition, Volume Discounts are not applied to any calls of this type. Internet (including Mobile Broadband) Internet services are subject to a minimum contract term where shown in this booklet. Only one free wireless router will be provided to any fixed line broadband customer. If we agree to replace it under warranty, then you must return the faulty router back to us at your expense; if it develops a fault after the end of the warranty period then you will need to purchase a replacement at your own expense. If we have provided a free wireless router and your broadband service is disconnected within 12 months for any reason, you must pay us the cost of the router ( 20). An administration fee of 10 is payable when any fixed line broadband service is cancelled or disconnected at any time, in addition to any early termination fees which may be payable and/or any charge relating to a free wireless router (if applicable). Provision of our Broadband service is subject to availability on your local exchange and is not available to customers with cable lines. Actual speed achieved is dependent on line quality and distance from the local exchange. We will provide the fastest speed available for your line. Unlimited inclusive data is subject to a traffic management policy and lawful use of the internet. On our Mobile Broadband service (i) early termination fees apply if we have provided a Pocket Wireless Router, calculated in the same way as for mobile handsets supplied by us; the monthly charge for a Pocket Wireless Router is 4. (ii) any data used in excess of your inclusive allowance will be charged at 1.5p per MB within the UK. (iii) any overseas data used will cost from 1.20 per MB dependent on the country in which it is being used, rounded up to the nearest whole MB. Full details are available on our website. Mobile You can call our customer service team by dialling 150 using your handset; while roaming, calls to 150 are charged at standard roaming rates for the country you are in. The duration of each call is rounded up to the nearest whole minute and deducted from any inclusive call allowance or charged at the per minute rate for that type of call, as applicable, then the ex VAT price of each chargeable call is subject to a set-up fee of 5p and rounded up to the nearest whole penny. Any inclusive allowance remaining at the end of a month is lost and does not roll over to the subsequent month; occasionally, for technical reasons beyond our control, a call that is made close to the end of a billing period may be included in your inclusive call allowance for the following billing period. Texts sent while roaming are chargeable at international SMS rates. For customers who have selected our Budget Control option, international calls will be charged on your monthly bill; all SIM cards are supplied with an international and roaming call bar for your protection which can be lifted on request, however we reserve the right to require a deposit where you have not yet established a satisfactory payment history with us. Inclusive free texts only applies to text messages sent while you are within the UK to other UK mobiles and is subject to you not sending text messages to more than 200 different numbers during any calendar month; if you exceed this limit we reserve the right to charge individually for each text you have sent at a price of 4p per text message (including VAT). Budget Control is not available on BlackBerry handsets. The BlackBerry optional data add-on can only be used for the BlackBerry browser and data accessed directly on approved BlackBerry handsets within the UK; any other data (for example when using your BlackBerry as a laptop modem) will be charged at 5p per MB within the UK (including VAT); any data used while roaming will cost from 1.20 per MB (including VAT) dependent on the country in which it is being used, rounded up to the nearest whole MB. You will not be charged for calls diverted to your voic , or to set up or cancel the call divert facility, except while roaming. International calls are subject to a call set-up charge of 10p (including VAT). Calls to non-uk mobile numbers are subject to a surcharge of up to 36p per minute on our international Phone call charges (including VAT). Except where explicitly stated, charges and inclusive allowances exclude calls made or texts sent: (i) to non-uk numbers or (ii) to premium rate numbers in the UK (eg. 09xxx) or (iii) while roaming or (iv) to Call Access numbers or (v) Data Calls. Calls to premium-rate (eg. 09xxx) or personal (eg. 070xx) numbers will be charged at the applicable tariff for the type of call made, which will include an uplift on the equivalent BT cost of calls to that service from a landline phone. Prices for other calls, premium and international text services and directory enquiry services are available on request. If we agree to transfer you to a different price plan, then the new price plan will become effective (at your option) on the 1st of the month following the date on which we process your request, or the 1st of the month preceding the date on which we process your request. There is no charge for switching between price plans, although you may only request one price plan change in any consecutive six-monthly period. You will be charged for each call on the network that provided the service, even if this was not your intended Communications Provider; to prevent this from happening, you should turn off automatic network selection on your handset and manually select the preferred network - this is particularly important in areas close to national borders (where calls may be charged as if you were roaming) and when travelling outside the UK. A call ends when: (i) you end the call on your device; or (ii) 16 seconds after your calling device loses signal for any reason (note: we continue to maintain the call in case your device re-establishes a signal with our network within this period); or (iii) you do not end the call on your device, up to 30 seconds after the last third party you were connected to has ended their call. Replacement SIM cards (if required) will be charged at 5 each (including VAT). All claims under our Mobile Phone Protection Scheme are subject to an excess. If we have supplied you with a handset on any of our mobile price plans it will be subject to a minimum contract term, and you will have to pay an early termination fee if, before the expiry of the minimum contract term: (i) the service is disconnected for any reason; or (ii) you ask us to port your number to an alternative provider; or (iii) you lose the handset we have provided and wish to terminate the service rather than sourcing an alternative handset to use in its place; please refer to our terms and conditions for details on how early termination fees are calculated. Our mobile service is subject to 30 days notice, in addition to the minimum contract term which applies where we have supplied a handset; if you give us notice and subsequently port your number to another provider, then you will need to pay us your fixed monthly charges for the remainder of the notice period. Energy We provide a range of tariffs designed to provide consistently good value across a range of usage profiles for electricity this is for customers with an 01, 02, 03 or 04 meter profile and for gas this is for customers with a maximum annual usage of up to 292,780 kwh per annum. Details of our prepayment and non-direct debit tariffs are available on request. Customers whose energy is used wholly or mainly for domestic or charitable purposes will be subject to VAT at the lower domestic rate and will not be liable for Climate Change Levy. Customers classified as non-domestic will be charged Climate Change Levy and VAT at the standard rate, in addition to any energy prices you are quoted. The monthly standing charge for customers whose gas is supplied by an Independent Gas Transporter (IGT) is 95p (ex VAT) per month higher on all our tariffs than the monthly standing charges shown on our website. NGN All chargeable calls are billed per second and rounded up to the nearest whole penny. Call rebates on 0844 and 0871 numbers are paid on a per second basis and to the nearest tenth of a penny. CallCare license is subject to a monthly license fee of 4. CashBack Card Each CashBack card is supplied subject to a one-off application fee of 10 which will be collected when we process your order from the debit card details provided to us; this amount will be credited to your card if you activate it within 14 days of receiving it. CashBack from our retail partners varies between 3% and 7% on qualifying spend only; there is no CashBack if you use your card at non-participating retailers. There is a monthly fee of 1 per card which applies from the date each card is issued, and there is a charge of 35p per top-up using a debit card. Detailed terms and conditions are available on our website, and a printed copy will be sent to you with your card. The Utility Warehouse prepaid MasterCard is issued on behalf of Prepay Technologies Ltd by Clydesdale Bank PLC pursuant to a licence by Mastercard International Incorporated.
8 Gold Status benefits 200 allowance to help you switch 10% Extra Discount on your Gas and Electricity Broadband from 3.50 per month Free Mobile Phone Protection Scheme New single phone lines installed for 75% less than BT Free Landline Phone calls to Utility Warehouse mobiles To receive the above benefits as a Gold Status member, you simply need to switch at least four services to us (choose from Gas, Electricity, Phone, Internet and Mobile) and pay by direct debit. Full details of these benefits are available on our website; terms and conditions apply. BTG019 July 2013 Registered Office: Network HQ, 333 Edgware Road, London NW9 6TD. The pig device used in this leaflet is a registered trademark owned by Telecom Plus PLC E&OE
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