Help & Support
Faults
Call Disputes
Call Barring
Nuisance Calls
Premium rate numbers
Missing Payments
Moving House
Faults
Are you experiencing a line fault?
Do you have dial tone?
No – If there is no dial tone you will need to contact BT.
Yes – Does if effect only outgoing calls?
No – If it affects both outgoing and incoming you will need to contact BT.
Yes – Sorry for any inconvenience caused by this situation. We will need to run a line test. Please contact the Customer Service Team.
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Call Disputes
Do you have a number on your Euphony telephone bill that you do not recognise?
The Telecommunications regulator OFCOM requires our billing systems to be 100% accurate, which is why we can say with certainty that the disputed call originated from your line.
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Call Barring
Our experience reflects that invariably the account holder’s permission has not been sought prior to disputed calls being made. We appreciate that such unauthorised calls can be frustrating and are pleased to advise you that we offer a number of call barring solutions, which include:
Recognised Premium Rate Numbers
Recognised International Numbers
Recognised Mobile Numbers
If you have any further queries relating to this issue please e-mail our Customer Services team at
customerservices.uk@euphony.comBack to top
Nuisance Calls
Are you experiencing nuisance telemarketing/sales calls?
The Telephone Preference Service (TPS) helps you ensure that your telephone number is no longer available to organisations, including charities and voluntary organisations, who may call you with requests, offers and information you do not wish to receive. Registration is FREE.
Simply visit www.tpsonline.org.uk or call 08450700707.
If you have been troubled by calls where the phone rings but on answering there is no one there, you may wish to register your number with the Silent Callgard Service on 0870 4443969
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Premium rate numbers
What is this premium rate number on my telephone bill?
Typical premium rate services include:
• TV votelines (e.g. Big Brother and The X Factor)
• Competitions • Mobile ringtones and logo downloads
• Technical helplines (e.g. advice on computer or Internet problems)
• Competition scratch cards
• Phone chat • Horoscopes
• Charitable fund-raising
• Sports results • Interactive TV games
• Adult entertainment
• Information (weather, traffic, etc) Directory enquiry services
Services can be accessed by:
• Landline telephone
• Mobile phone
• Fax
• Personal computer (e.g. email, the Internet or bulletin boards)
For specific information on a premium rate number which appears on your telephone bill please contact icstis (the regulatory body for all premium rate charged services) on 0800 500 212, or visit the icstis website at: www.icstis.org.uk
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Missing Payments
Why is my payment not reflecting on the bill?
Please note that our bill run is on the 1st of each month. If your payment is received after this date it will reflect on your following bill.
If you find that payment has been made but is not itemised on your next bill, we will need proof of payment to enable us to clear your account. We apologise for any inconvenience this may cause. If payment was made by cheque, please check with your bank to confirm it has been met.
Proof of payment can be either a duplicate cheque (issued by your bank), a copy of your bank statement clearly showing Euphony as the recipient (please feel free to blank out any other confidential information), postal order counterfoils, or a bill copy stamped by the bank.
We appreciate this does not imply that you have not paid your account, only that payment has not been properly allocated. If you incur any costs in obtaining proof of payment, please submit proof of this and we will be happy to credit your account for this amount.
Once you have received proof, please forward it to Euphony at your earliest convenience for further investigation.
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Moving Home
Are you moving home?
Please contact our Customer Services team by e-mail or phone, to confirm the following details:
• Date of move
• New address
• Date of telephone installation (if applicable)
• New telephone number (if changed)
• New BT account number (if changed)
We will then amend our records to reflect the change.
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