1. Definitions in this agreement: “Act” refers to the Communications Act 2003 and any amendments to the Act from time to time or any subsequent substitution thereafter.
”Airtime Service Provider” means a third party supplying airtime services to the customer.
“One Step” means One Step Telecom Limited whose registered office is at 5 Jupiter house, Calleva Park, Aldermaston, Reading, Berkshire, RG7 8NN (registered number 8538275)
“Customer” means the person so named on the One Step Telecom order.
“Direct Debit” means any request(s) for any payment or series of payments by bank direct debit payment method.
“Equipment” means any equipment or product supplied by One Step or any third party on behalf of One Step to the Customer.
“Minimum Term” means the contract period of either 12 or 24 months from the Commencement Date as detailed on the One Step order.
“Services” means the provision of telecommunication services and/or Equipment and/or fraud monitoring provided by us relating to the telephone network and/or internet and any related service provided by One Step to the customer under this agreement.
2. The Services and Equipment
2.1 As provided in these terms and conditions One Step shall provide the Customer with services and/or equipment as requested by the Customer and any use of the services and payment for such services is deemed acceptance of these terms and conditions. In respect of fraud monitoring and other services the additional terms and conditions set out shall be deemed to be incorporated herein. One Step shall only become liable to supply services to the customer once satisfactory responses to credit checks and criminal bureau checks have been received by One Step. One Step will monitor and record information relating to a customer’s trade performance and such records may be made available to credit reference agencies, who may share that information with other businesses in assessing applications for credit and fraud prevention.
2.2 The Customer shall be responsible for the safe keeping and safe and proper use of all services and/or equipment in particular:
2.2.1 Not to cause any attachments other than those approved for connection under the Act to equipment.
2.2.2 Not to contravene the Act or any other relevant regulations or licences.
2.2.3 Not to allow any unauthorised access to the equipment or services.
2.3 The Customer hereby agrees that its equipment shall at all times conform to the standard or standards (if any) for the time being designated under the Act and One Step shall not be under any obligation to connect or keep connected any customer service and/or equipment if it does not comply or if in the reasonable opinion of One Step it is likely to cause death, personal injury, damage or to impair the quality of any services provided.
2.4 The customer undertakes to use the services in accordance with the Act and with acceptable fair usage. The use of services for a purpose other than that for which the services are provided and for the transmission or receipt of any material which is of a defamatory offensive or of an abusive or menacing character or otherwise will be in breach of One Step’s acceptable usage policy.
2.5 Any Equipment supplied by One Step remains the property of One Step until such time the cancellation of this agreement or full payment has been provided and a statement from the One Step Management has been provided to the customer.
2.6 The Customer will not procure or be party to an agreement or arrangement to provide or receive telecommunication services and/or services similar to the services provided by One Step without the permission of One Step in writing, 30 days prior to any services ceasing by One Step and starting by another telecommunications provider. Full payment must be provided before One Step will give permissions to the customer to move providers.
2.7 The Customer shall not publicise any new telephone number in any way or commit to any advertising or publicity until such time as it has received from One Step in writing and confirming the number is live and ready to use.
2.7.1 One Step will use best endeavours to provide the customer with new services and/or equipment at all times. One Step will not be liable for any loss of earnings or damage should the service not be available at a set time or the provision of new services has been delayed.
2.8 Where One Step provides software to the customer as part of the services and/or equipment, One Step hereby licences the software to the customer solely for the use of the service provided. This licence automatically terminates on termination of this agreement. One Step does not warrant the software will be error–free and the customer hereby agrees to make appropriate data back-up.
2.9 Where One Step incur site survey, provisioning, engineering or other fees (whether its own or via a third party) associated with meeting the customer’s requirements and/or subsequently the line does not become operational for any reason then One Step have the right to charge the customer fees of up to £300.00 per phone line together with any charges levied on One Step by a third party in bringing the associated infrastructure up to the relevant standard.
2.10 Where the Customer is a consumer within the definition of OFCOM regulations the customer has the right to cancel this agreement within 10 working days of the signed date on the order form. Cancellation can be made by notifying One Step by fax, email or telephone. Any services used within this period will be chargeable. Any third party costs incurred by One Step within this period at the request of the Customer will be chargeable. Cancellation charges may apply if the service is terminated outside of prescribed timescale.
2.10.1 Where the customer is not a consumer within the definition of OFCOM regulations but is entitled or permitted by One Step to cancel the agreement during any initial cancellation period, any services used within this period will be chargeable and any third party costs (including cancellation fees) incurred by One Step within this period at the request of the customer will be chargeable. Cancellation charges may apply if the service is terminated outside of prescribed timescale.
2.10.2 Where the customer is a consumer within the definition of OFCOM regulations the customer has the right to take unresolved complaints to an approved Alternative Dispute Resolution agency eight weeks after the complaint was made. CISAS and OTELO are an independent approved Alternative Dispute Resolution agency which provides this service free of charge.
2.11 The customer agrees One Step may prevent transfer of services to another provider under the conditions wherein the customer has outstanding invoice payments or if one months’ written notice to end this agreement.
3.1 This agreement shall commence on the date hereof and subject to the remaining terms of this Clause 3 shall continue for the Minimum Term and thereafter if you expressly agree for further periods each equivalent to the Minimum Term until terminated by either party giving to the other not less than 30 days prior written notice but not greater than 60 days prior written notice expiring at the end of the Minimum Term or at the end of any subsequent period as appropriate, such notice to be by notifying One Step by fax, email or telephone.
3.2 Either party shall be entitled forthwith to terminate this agreement by giving 30 days prior written notice to the other if:
3.2.1 the other commits a continuing or material breach of this agreement and, if the breach is capable of remedy, fails to remedy it within 14 days after receipt of a written notice giving full particulars of the breach and requiring it to be remedied; or
3.2.2 an administrator takes possession or a receiver is appointed over any of the property or assets of the other party, the other party makes any voluntary arrangement with its creditors or becomes subject to an administration order, the other party becomes bankrupt or goes into liquidation (except for the purposes of an amalgamation, reconstruction or other reorganisation and so that the company resulting from the reorganisation effectively agrees to be bound by or to assume the obligations imposed on the other party under this agreement); or
3.2.3 The other party ceases, or threatens to cease, to carry on business and/or will no longer be responsible for the Number. We will then cease the number on the advised date and the number may then be allocated to another customer.
3.3 One Step may terminate this agreement immediately if:
3.3.1 Any license or agreement under which One Step or the customer has the right to run its telecommunications system and in the case of the customer, connects to the One Step system is revoked, amended or otherwise ceases to be valid; or
3.3.2 The Customer is suspected, in the reasonable opinion of One Step, of involvement with fraud or attempted fraud in connection with use of the services or this agreement; or
3.3.3 One Step reasonably suspects that the customer is unable to pay or is refusing to pay One Step outstanding or due invoices.
3.4 For the purpose of clause 3.2, a breach shall be considered capable of remedy if the party in breach can comply with the provision in question in all respects.
3.5 If the Customer gives less than the specified amount of written notice to terminate this agreement (as per Clause 3.1) or ceases to use the services or a part thereof (including reduced usage) or attempts to terminate this agreement prior to the expiry of the minimum term or any subsequent period equivalent to the minimum term or fails to achieve any minimum call spend as set out overleaf, or if the customer is in breach of this agreement One Steps Telecom reserves the right to charge a termination fee of £200 plus VAT per line/channel for Fixed line telephony and £90.00 plus VAT for each broadband connection. One Step Telecom shall be entitled to raise invoices for all sums due and all invoices (whenever raised) shall become due for immediate payment.
3.6 In the event of termination by either party for any reason:
(a) One Step Telecom shall be entitled to recover from the Customer:
(i) The Equipment or cost thereof as appropriate including, where appropriate, but not limited to the cost of installing or removing the Equipment;
(ii) All liabilities, claims, costs, losses and expenses incurred by One Step Telecom (including the initial CPS and engineering costs and of providing the Services);
(iii) All losses suffered by One Step Telecom by way of third party claw-back where such claw-back is due to the breach by the customer of this agreement or the third party agreement.
3.7.1 Until such time as the Customer has transferred to a new provider, One Step Telecom shall be entitled to amend its charges to it’s the standard published usage charges.
3.7.2 Leased lines and other services may incur additional charges as a result of third party termination costs incurred by One Step Telecom. Please request further details of applicable charges.
3.8 The rights to terminate this agreement given by this clause shall not prejudice any other right or remedy of either party in respect of the breach concerned (if any) or any other breach. Continued use of the services post termination will result in One Step Telecom levying its standard published usage charges for all services used and payment will be required immediately.
3.9 Where the Customer cancels part only of a bundle of services, One Step Telecom reserves the right (in addition to its rights under clause 3.7) to charge the customer for the services so cancelled in accordance with Clause 3.6 and to amend charges to the customer for the remaining services to its standard rates.
4. Access to premises
4.1 To enable One Step Telecom to comply with its obligations under the agreement:
4.1.1 The Customer shall allow or procure permission for One Step Telecom and any other person(s) authorised by One Step Telecom (including BT Open Reach services) to have reasonable access to the customer’s premises and the services’ connection points or, where network connection services form part of the services, such location in the customer’s premises and/or any neighbouring premises as One Step Telecom reasonably requires and shall at all times provide such reasonable assistance as One Step Telecom requests.
4.1.2 One Step Telecom will endeavour to carry out work by appointment and during normal working hours, but may request the customer to provide access at other times. If at the request of the customer One Step Telecom carries out work outside its normal working hours the customer will be responsible for One Step Telecom’s reasonable additional charges.
4.1.3 Unless otherwise agreed the customer shall at its own expense carry out such site preparations as One Step Telecom may reasonably require. Where a site survey is carried out the costs thereof and of any required work identified in the site survey shall be borne by the customer.
4.2 If the Customer requests maintenance or repair work that is found to be unnecessary or results from an act or omission of the customer, One Step Telecom will charge for the work and the costs incurred.
4.3 The Customer hereby duly authorises One Step Telecom, its dealers and agents to reprogram and or remove existing access equipment in order to provide the services. In the event that the work is undertaken by the customer’s existing telephone system maintainer and not One Step Telecom, One Step Telecom will pay a maximum contribution of £50 plus VAT towards any charges raised by the customer’s existing telephone system maintainer. The customer is required to pay all other costs.
4.4 Where BT Open Reach charge One Step Telecom for repairs (and/or engineering call out), and the fault is due to damage to the customer’s equipment and/or internal wiring, One Step Telecom reserves the right to invoice the customer for the amount of BT Open Reach charges together with an administration charge of £25.
4.5 Where required by One Step Telecom, the customer shall ensure that environmental conditions are maintained for equipment.
5. Charges and Payment
5.1 Following the expiration of a trial period that may be provided to you at the sole discretion of One Step Telecom and unless otherwise specified in writing by One Step Telecom, the customer agrees to pay One Step Telecom charges and/or budget plan payments monthly by Direct Debit.
5.2 Usage charges will be such charges for the use of the services by the Customer. One Step Telecom may notify the customer from time to time by e-mail or by post of further services the customer may require. Details of the customer’s current charges can be obtained by emailing One Step Telecom at firstname.lastname@example.org with full customer account details. Usage charges payable shall be calculated by reference to any data recorded or logged by One Step Telecom or its service carriers and not by reference to any data recorded or logged by the Customer. One Step Telecom shall be entitled to estimate the usage charges in circumstances where the relevant data is not available to One Step Telecom in a timely manner, and any estimated usage charge shall be reconciled on a subsequent invoice.
5.2.1 Unless otherwise stated all other amounts due from the customer to One Step Telecom shall be paid within 14 days of the date of One Step Telecom’s invoice.
5.3 If the customer fails to make any payment by the due date then, without limiting any other right or remedy available to One Step Telecom (such failure to pay being a material breach of this agreement), One Step Telecom may charge the Customer (i) an administration/late payment fee of £10 and/or statutory compensation at the prevailing rate and (ii) interest (both before and after any judgment) on the amount unpaid, at the rate of 8 per cent per annum above Royal Bank of Scotland/Barclays Bank base rate.
5.4 One Step Telecom dispatches invoices to all customers by the 15th of every month. The due date is as stated on each invoice. If payment from the customer is not provided within the stated due date, One Step Telecom reserves the right to restrict services and use a ‘temporary out of service’ message until such time payment has been received and recorded by the One Step accounts team. The customer will be charged £15 for this event. Notification of this event will be sent to the customer by email and/or by phone. If payment has not been received within a further 7 days, One Step Telecom reserves the right to cease all services. The non-payment of invoices and subsequent ceasing of services would be treated as a breach of this agreement on the customer's behalf and One Step Telecom reserves the right to charge a termination fee of £200 plus VAT per line/channel for fixed line telephony and £90.00 plus VAT for each broadband connection. Should the customer wish to reconnect the service following a cease of service event, a reconnection charge of £15 plus VAT will apply to each line/channel and to each broadband service. Once the line/channel is ceased, One Step Telecom will not be liable for the loss of telephone numbers during this event.
5.5 The price for the services is exclusive of any applicable value added tax, which the Customer shall be additionally liable to pay to One Step Telecom.
5.6 The customer agrees to pay One Step Telecom in full each month and within the stated payment due date on the customers invoice.
5.7 One Step Telecom shall be entitled to request the customer to pay a deposit in respect of future usage charges and the customer shall pay the amount so required within 14 days of such request.
5.8 The Customer authorises One Step Telecom to vary the amount, frequency and time of any Direct Debit to such level as One Step Telecom deem reasonably appropriate to take payment of the customers invoice.
5.9 If any Direct Debit payments are cancelled or returned unpaid by the customer’s bank, an administration charge of £7.50 will apply.
5.10 Should the Customer have any dispute with regard to the usage charges or any other charges, the customer shall give written notice to One Step Telecom of the amount in dispute and the reason for the dispute. Any rectification or amendment of such disputed charges are limited to the 6 months prior to the written notification being received by One Step Telecom and remains at One Step Telecom’s sole discretion not to be unreasonably withheld. The Customer shall remain liable to pay all amounts not in dispute in accordance with the terms of this agreement.
5.11 This agreement is in line with all Ofcom regulations.
Additional Terms and Conditions
All prices listed exclude VAT.
A signed order form means the customer agrees to all terms and conditions set by One Step Telecom.
Only payment by Direct Debit is accepted unless otherwise agreed.
Monthly customer invoices are provided via email. Paper billing is available at £1.75 for each invoice.
Full national and international rates are available on request.
Connection charges apply to the following call types: 118 directory enquiries, non-geographic or premium rate numbers that have an automatic connection charge and charity calls.
All calls to 118 directory enquiries are charged a maximum connection rate of £3.75 per call.
All calls to the speaking clock are charged a connection rate of 60p at all times.
No minimum call charges apply except for non-geographic or premium rate numbers that have an automatic charge per call.
Full itemised billing is available on each invoice.
An administration charge of £7.50 for each invoice will apply for returned Direct Debits collections.
One Step Telecom can’t guarantee service availability if payments are not up to date or if invoices are overdue.
All phone line rental agreements must include calls unless otherwise agreed.
Call only agreements are available on request.
A £10 late payment charge will be applied to each invoice if payment has not been received by the invoice payment due date.
All contracts are renewed automatically into a 1 month contract unless prior notice has been given in writing.
All hardware supplied by One Step Telecom comes with a 12 month manufacturer’s warranty. Additional maintenance cover is available on request.
One Step Telecom guarantee your phone line rental rates and call charges will not increase during your contract. Exclusions include carrier price increases, reduced rates for a limited period of time, special offer rates Ofcom rate changes.
One Step will provide the fastest broadband speed available on your telephone line. These speeds may vary depending on distance of local exchange, type of line and geographic location. At peak times, broadband speeds may be affected for short periods of time.
All phone lines come with Care Level 1 as standard unless otherwise stated.
Upon finding a fault, all customers must report faults to One Step Telecom immediately for further investigation.
Care Level 1 - This is the standard level of care ensuring One Step are on hand to pick up any faults from 08.30 to 17.30 Monday to Friday. This level of care comes as standard on all PSTN and ISDN lines.
Care Level 2 - This is the middle level of care ensuring all faults are picked up from 08.30 to 17.30 Monday to Saturday. Level care 2 users are handled with higher priority
Care Level 3 - This is the highest grade of care level and ideal for customers who need extra cover all day every day including Bank holidays, weekends and out of hours after 17.30 and before 08.30. Faults are picked up immediately and are treated with priority service.
One Step Telecom will respond to all phone line/broadband faults within 2 hours of the reported incident. Updates are available every 4 hours until the problem has been resolved. Customers with level care 2 and 3 will receive updates every 2 hours.
If faults are found on phone lines, BT Open Reach will attend to the problem at the earliest possible time. One Step will prioritise these and aim to resolve all faults within 48 hours.
Any service that requires a BT Open reach engineer, full access to the line box/communications box must be made available to ensure the engineer visit can be carried out. Failure to provide sufficient access will result in a charge of £149.99 excluding VAT and the visit is classed as a BT Open Reach missed engineer call out.
One Step provide out of hours support for all customers. On rare occasions, customers may need to leave details if operators are busy at the time. In the result of messages being left, these are picked up instantly and acted on.
One Step Telecom is an Ofcom registered telecommunications provider.
One Step Telecom is a licensed BT Open Reach Service provider.
* No minimum call charges apply except for non-geographic, premium rate and charity numbers that have an automatic charge per call.
** Connection charges apply to the following call types: 118 directory enquiries, non-geographic, premium rate and charity numbers that have an automatic connection charge.
*** 9p per minute mobile rate applies to all calls to Vodafone, O2, T-Mobile, Orange and THREE only unless otherwise agreed.
One Step Telecom do not provide any compensation for loss of service. Compensation is only available via network carriers upon application.