the Utility Warehouse Discount Club Tariff guide

Transcription

1 the Utility Warehouse Discount Club Tariff guide July 2013

2 Home Phone and Internet Fixed Monthly Charges Standard residential line rental Service fee (where we are not providing line rental) 3 UK Calls (per minute) Peak Off-peak Club members (landlines) FREE FREE Other local/national 5p FREE (01, 02, 03, 0845 and 0870) UK mobile numbers 10p 5p (i) Peak rate applies from 7am to 7pm Monday to Friday for calls to UK local/national numbers (01, 02, 03, 0845 and 0870), and from 7am to 7pm Monday to Sunday for calls to UK mobiles. (ii) Calls to our Customer Services on or for Technical Support on are charged at 5p per minute when using our Home Phone service (free for Value members) - other network charges may vary. (iii) Calls to UK non-mobile numbers beginning 07 are charged at between 1p and 50p per minute depending on the time of call and type of service. For full details of our prices for all other call types and destinations, please refer to our website. Calls to Directory Enquiry numbers Number Description 1st Minute Each additional minute Utility Warehouse 40p 40p Maureen 148p 49p Yell Directory Heaven 173p 40p Men with Moustaches 197p 159p Call Discount Options (per month) International Saver 1.50 Calls to 27 international destinations at just 1p per minute plus substantial discounts to all other countries. Mobile Saver 1.50 Cuts the cost of calling UK mobile numbers at peak times to just 7p per minute - a 30% reduction. Peak Saver 4.50 Provides free calls at any time of day to UK landline numbers beginning 01, 02, 03 or Internet Minimum Monthly Speed Inclusive contract charge (up to) monthly data Broadband - Standard None Meg Unlimited - Ultra 18 months Meg Unlimited (i) Our Standard broadband service at 6.99 is subject to availability on our Main (LLU) network at your local BT exchange; otherwise a monthly surcharge of 10 will be applied to cover the additional costs of providing your broadband service on our Extended (BT) network. (ii) To use our Standard or Ultra broadband services, the monthly line rental on your Home Phone service must be billed by us. (iii) Ultra is currently only available at a small number of exchanges on our Main (LLU) network, but is expected to be rolled-out progressively to around 50% of the UK by December Ultra is subject to a connection charge of 30 which will be shown on your monthly bill, and a minimum contract term of 18 months. Our Standard 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 home and a compatible n-range router is required. (iv) 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. (v) A free 4-port n-range wireless router is available on request subject to a postage and packing charge of 5.99 which will be shown on your first monthly bill; if we have provided a free router and your broadband service is disconnected for any reason within the first 12 months, you must pay us the cost of the router we provided ( 20). (vi) A termination fee of 10 is payable if your broadband service is disconnected for any reason or transferred to another provider at any time; this is in addition to any early termination charges payable relating to cancellation of Ultra during the minimum contract term. Value Calling Features (per month) Caller Display Shows the telephone number of the person calling you 1.50 Call Waiting Lets you know if someone is holding for you 1.50 Call Diversion Diverts incoming calls to another number 1.50 Choose to Refuse Prevents unwanted callers from getting through 1.50 Ring Back Automatically connects you to engaged numbers 1.50 when they finish their call Reminder Call Lets you use your phone as an alarm clock Way Calling Allows three people to take part in the same call 1.50 Call Minder Our standard voic service (similar to BT 1571) 1.50 Call Minder Plus Our enhanced voic service with remote access 2.75 and the ability to record a personalised message Additional call charges apply when using these services.

3 Home Phone - International Calls Prices shown are pence per minute Country INTERNATIONAL HOME PHONE Country INTERNATIONAL HOME PHONE Country INTERNATIONAL HOME PHONE Country INTERNATIONAL HOME PHONE SAVER SERVICE SAVER SERVICE SAVER SERVICE SAVER SERVICE Andorra 5p 25p Anguilla 41p 42p Argentina 5p 30p Ascension Islands 59p 67p Australia 1p 12p Austria 1p 10p Bahamas 5p 25p Bahrain 55p 63p Bangladesh 23p 24p Barbados 20p 22p Belgium 1p 10p Bermuda 18p 22p Bosnia-Herzegovina 25p 29p Botswana 25p 30p Brazil 5p 30p Brunei 5p 47p Bulgaria 5p 34p Cameroon 55p 65p Canada 1p 9p Canary Islands 12p 19p Cayman Islands 22p 38p Chile 5p 20p China 1p 20p Colombia 5p 40p Croatia 5p 31p Cuba 55p 58p Cyprus 5p 20p Czech Republic 12p 20p Denmark 1p 9p Ecuador 29p 35p Egypt 58p 63p Estonia 5p 27p Ethiopia 65p 75p Finland 5p 10p France 1p 8p Gambia 40p 50p Germany 1p 10p Ghana 38p 45p Gibraltar 5p 19p Greece 1p 11p Grenada 20p 20p Guyana 60p 68p Honduras 47p 54p Hong Kong 1p 9p Hungary 5p 20p Iceland 5p 27p India 23p 24p Indonesia 32p 55p Iran 25p 74p Iraq 70p 75p Ireland 1p 10p Israel 1p 12p Italy 1p 10p Jamaica 20p 22p Japan 1p 9p Jordan 63p 70p Kenya 59p 62p Korea (South) 15p 29p Latvia 33p 35p Lebanon 45p 60p Liechtenstein 11p 16p Lithuania 25p 32p Luxembourg 1p 12p Madeira 1p 15p Malawi 35p 56p Malaysia 1p 20p Malta 16p 21p Mauritius 30p 63p Mexico 18p 22p Monaco 5p 18p Morocco 35p 35p Nepal 8p 8p Netherlands 1p 8p New Zealand 1p 13p Nicaragua 50p 65p Nigeria 60p 62p Norway 1p 10p Oman 62p 65p Pakistan 12p 24p Peru 5p 44p Philippines 12p 35p Poland 1p 22p Portugal 1p 15p Puerto Rico 5p 12p Qatar 30p 63p Romania 20p 35p Russia 5p 30p Saudi Arabia 48p 59p Serbia 29p 35p Sierra Leone 62p 79p Singapore 1p 16p Slovakia 5p 22p Slovenia 5p 33p South Africa 5p 40p Spain 1p 10p Spain - Balearics 10p 10p Sri Lanka 55p 69p St Lucia 20p 20p Sweden 1p 8p Switzerland 5p 8p Syria 55p 65p Taiwan 1p 25p Tanzania 45p 62p Thailand 5p 38p Trinidad & Tobago 20p 22p Tunisia 35p 36p Turkey 18p 20p Uganda 35p 50p Ukraine 35p 46p UAE 39p 48p Uruguay 49p 62p USA 1p 8p Venezuela 5p 25p Vietnam 82p 87p Zambia 20p 62p Zimbabwe 35p 51p

4 Mobile Value300 Value600 Value1200 ValueMax Top 26 International Destinations Fixed monthly charges Price plan (per month) Optional add-ons - Smartphone data ( 2.50 per month) 250MB 500MB 1GB 2GB - BlackBerry data ( 5 per month) 250MB 500MB 1GB 2GB 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 Call charges 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 Canada China Denmark France Ireland Israel Italy Japan New Zealand Norway Poland Portugal Taiwan USA Texts (SMS) Non-UK mobiles 24p 24p 24p 24p Picture messages to UK mobiles 24p 24p 24p 24p Other charges 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 Data (per MB) in the UK 5p/20p 5p/20p 5p/20p 5p/20p 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. (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 charges shown are in pence per minute except where stated.

5 Gas and Electricity These prices apply to customers paying by direct debit and exclude VAT at the domestic rate of 5% Your supply region Region ID Eastern 10 East Midlands 11 London 12 Manweb 13 Midlands 14 Northern 15 Norweb 16 Scottish Hydro 17 Scottish Power 18 Seeboard 19 Southern 20 Swalec 21 Sweb 22 Yorkshire 23 GAS ELECTRICITY GAS ELECTRICITY GAS ELECTRICITY Monthly Unit Rate Standing pence Charge per kwh Low User Typical 2 bedroom flat General Economy 7 Domestic Tariff Tariff Monthly Unit Rate Monthly Day Rate Night Rate Standing pence Standing pence pence Charge per kwh Charge per kwh per kwh Standard User Typical 3 bedroom semi-detached or terraced house Monthly Unit Rate Standing pence Charge per kwh General Economy 7 Domestic Tariff Tariff Monthly Unit Rate Monthly Day Rate Night Rate Standing pence Standing pence pence Charge per kwh Charge per kwh per kwh High User Typical 3 bedroom detached house Monthly Unit Rate Standing pence Charge per kwh General Economy 7 Domestic Tariff Tariff Monthly Unit Rate Monthly Day Rate Night Rate Standing pence Standing pence pence Charge per kwh Charge per kwh per kwh Your supply region ID number can be found in the supply number printed on your latest electricity bill. In this example of a supply number, the XX represents your Region ID number XX Please note that: (i) To enable you to compare our prices with the amount you are paying to your existing supplier (as shown on your latest bill), the above figures exclude VAT; (ii) If payment is not made by direct debit, the amount charged (ppkwh) will be 10% higher than the prices shown above; and (iii) The monthly standing charge for customers whose gas is supplied by an IGT is 0.95 (ex. VAT) per month higher on all tariffs than the monthly s/c attached.

6 Additional Services The Small Print (applies to all customers) Inbound Calls Peak (per min) 7.5p Off-peak (per min) 6.5p Minimum call charge 2.0p Monthly service charge 3 Mobile Broadband Monthly Speed Inclusive charge (up to) monthly data Standard - SIM only Meg 1GB - with Pocket Wireless Router Meg 1GB Max - SIM only Meg 3GB - with Pocket Wireless Router Meg 3GB CallMe(0800) Monthly spend Discount % % % 1, % All prices in the CallMe(0800) table immediately above are exclusive of VAT. Peak times are from 7am to 7pm Monday to Friday. Charges are rounded up to nearest whole penny. Internet Phone Internet Phone is subject to a one-off connection charge of 50 (which includes up to two lines); we will send you a special adaptor to enable you to use this service. A monthly line rental charge applies of 2 (per line) if we are billing both your fixed line rental and landline internet service, otherwise the monthly line rental will be 4 (per line). All calls will be charged in accordance with our Home Phone tariff and will receive all applicable Gold Status benefits. FreeCall App FreeCall is subject to a one-off connection charge of 10; there is no monthly line rental, minimum monthly call spend or minimum contract term for this service. Calls to other Club members on a landline number being billed by us (including Freecall and Internet Phone) are free on FreeCall. All other calls will be charged in accordance with our Home Phone tariff, but subject to a minimum charge of 12p per call. If you choose to enable FreeCall Voic , you will be charged 5p for each SMS sent to the mobile number linked to this service. Please note that you may incur data charges if you are not using Wi-Fi to connect to this service, and the Home Phone range of Call Discount Options (Peak Saver, Mobile Saver and International Saver) are not available on FreeCall. The Utility Warehouse is a discount club offering savings on a wide range of essential household services. Membership costs from just 1.50 per month (included on your monthly bill) and provides a wide range of benefits. If you are using our services and have not completed a paper or online application which includes Club membership, then the cost for using any services we are supplying to you may be subject to a surcharge and you will not receive all the benefits and additional savings available to members. If you have chosen our Online Membership option, you will be charged 1.50 each time you request a paper bill. All telephony charges within this booklet are shown in pence per minute unless otherwise stated; minimum call and set-up charges do not apply to free or fixed-price calls. If we have not received payment of your monthly bill by the due date, a late payment or direct debit rejection fee of 6 will be charged on your next monthly bill. We reserve the right to waive any charges at our sole discretion at any time. Prices include VAT at the prevailing rate and are effective from 1 April VAT is applied to the ex-vat total of all charges for each service and is mathematically rounded to the nearest penny. Our full current tariff is published on our website; in the event of any discrepancy between the prices on our website ( and this booklet, the tariff shown on our website will take precedence. More Small Print (applies to each service as shown) Home Phone (and landline telephony provided using Internet Phone and FreeCall) International prices are flat rate and apply anytime, any day. Calls to the Channel Islands and the Isle of Man are charged at 6.5p per minute between 7am and 7pm on weekdays, 3.5p per minute at all other times, and are not included in any free call allowance. Calls to mobile numbers are charged at the same price irrespective of which network originally allocated the number dialled, except for calls to numbers originally allocated by 3 which are subject to a surcharge of 6p per minute at all times. 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 36p 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. Premium-rated calls made using our Home Phone service (eg. 09XXX) will be charged at BT s standard rates. Free Calls to other members and Call Discount Options are only available to members of the Utility Warehouse Discount Club and are not available to business users. If we have reason to believe a customer is using any Call Discount Option or inclusive call allowance partly or wholly for business purposes, for accessing the internet or for other data services, we reserve the right to withdraw this benefit from the customer without notice. A fair use policy applies to free calls made to 0845 or 0870 number ranges; if these limits are exceeded then we reserve the right to charge for all 0845 or 0870 calls at 5p per minute. Free calls do not apply to 0845 or 0870 numbers used to access other telecom networks or for dial-up internet services. All free calls (except 0500/0800/0808) are subject to a maximum duration of 75 minutes for any individual call, after which a charge of 1.5p per minute will apply to any excess. Chargeable calls with a duration of less than three seconds are subject to a minimum call charge of 4.8p; the duration of other chargeable calls is rounded up to the nearest whole minute and charged at the per minute rate for that type of call, a set-up fee of 13.5p is then added, and then the ex VAT price of each call is rounded up to the nearest whole penny. If your line rental service is transferred to us from BT, you will be charged at our published rates for any Value Calling Features we provide, whether previously provided by BT as a Select Service or specifically requested from us; these will be invoiced by us on your monthly bill in accordance with our published tariff. A monthly service fee of 3 and a minimum monthly call spend of 4 applies to each landline number connected to our service (excludes Internet Phone and FreeCall numbers) unless we are billing the line rental to you. All Call Discount Options are charged per line. Any non-standard residential fixed telephone lines will be charged at BT standard retail prices less a 5% discount.

7 More Small Print (continued) Mobile (includes FreeCall App) 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 very close to the end of a billing period may be included in your inclusive calls 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. Budget Control is not available on BlackBerry handsets. 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. Any data used while roaming will cost from 1.20 per MB 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. Calls to non-uk mobile numbers are subject to a surcharge of up to 36p per minute on our international landline call charges. 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. 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 price plans it will be subject to a 24 month 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 offer domestic customers a choice of tariffs designed to provide consistently good value across a wide range of usage profiles. Customers can change to a different tariff at any time by notifying us in writing, which will become effective from the start of the following month. After you have asked us to change your tariff, no further tariff changes will be permitted during the following 12 months, and thereafter until we have received an independent actual reading for your meter. Domestic gas customers with a usage profile in excess of 73,200 kwh per annum will be connected on request to our large site tariff, details of which are available on our website. Prepayment and non-direct debit tariffs are available on request. For gas customers, the regional gas price you will be charged is based on the electricity region in which your home is situated; the monthly standing charge for customers whose gas is supplied by an Independent Gas Transporter (IGT) is 1 per month (inc VAT at 5%) higher on all our tariffs than the monthly standing charges shown. Where applicable, non-domestic customers will be charged Climate Change Levy and VAT at the prevailing business rate, in addition to the energy prices shown. Internet (includes Broadband and Mobile Broadband) 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. 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. Unlimited inclusive data is subject to a traffic management policy, full details available on our website. On our Mobile Broadband tariffs (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 (see website for details). Registered Office: Network HQ, 333 Edgware Road, London, NW9 6TD. The pig device is a registered trademark owned by Telecom Plus PLC.

8 Gold Status benefits 200 allowance to help you switch Double the Difference price promise 10% Extra Discount on your Gas and Electricity Broadband from 3.49 per month Free Mobile Phone Protection Scheme Free Home Phone calls at any time to: - Utility Warehouse mobiles - UK local/national numbers (including 0870) - our 10 most popular International destinations Extra discount on installing a new phone line 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, Home Phone, Internet and Mobile) and pay by direct debit. Full details of these benefits are available on our website; terms and conditions apply. Home Phone TG031 July 2013 Mobile Internet Gas Electricity