PARTNERS ABOUT RESOURCES CONTACT US CUSTOMER ZONE Business Services Help and Support Customer Case Studies Blog COVID-19 Info SWITCH AND SAVE Help and Support > Telecoms FAQs TELECOMS FAQS. Looking for a little assistance with your Clear Business telecoms service? Find the most frequently asked questions and answers below. If you are unable to find your answer, please contact our Customer Service team on 0333 014 3131. Telecoms & Broadband Troubleshooting Experiencing issues with your Broadband or Landline? Try our simple checks to get you up and running as soon as possible. Frequently Asked Questions Fixed Line and Broadband Do you offer any online tools? What do I do if I have a telecoms fault? What is a temporary call diversion facility? How much does the temporary call diversion facility cost? What are time related charges? Why can’t I contact Openreach myself? What is a care level? How do I upgrade/downgrade my care level? How long will my fault take to be fixed? Once the fault has been resolved, can I seek compensation from Clear Business? What is the Telephone Preference Service? How can I protect myself from phone scams? How do I withhold my number? What happens if I get a termination fee from my current supplier? Mobile help How do I activate my SIM card? Why is my SIM card from O2 or EE but my contract is with you? When will my new handset arrive? When will my bundle start from? My handset hasn’t arrived? I’ve lost my mobile – what do I do? My mobile has been stolen, what do I do? Do you offer mobile insurance? Will you contact me before my contract ends? How do I set/change my mobile bill limit? I’ve had a termination charge from my previous supplier, can you help? How do I know if my existing handset will work? How can I get a PAC (Porting Authorisation Code) / STAC (Service Termination Authorisation Code)? The legal stuff: 1 Applies to Landline and Broadband customers only. There is a maximum of one payment to the bank account, details of which we hold for you, of up to £200 in total per customer. To qualify for this offer, you must send Clear Business a copy of the invoice from your previous supplier that shows the value of the ETC and the date of the invoice, which must be after the date on which Clear Business placed an order to transfer your services to Clear Business. Clear Business may require a copy of your existing contract to validate you are being correctly charged an ETC. If the contract between you and Clear Business is terminated during the Minimum Period (as defined in your terms and conditions), you must repay all ETC amounts paid by Clear Business in full. The amount we will pay is the lower of (1) your ETC and (2) £200. 2 There is a maximum of one credit to your Clear Business account, of up to £300 in total per customer. To qualify for this offer, you must send Clear Business a copy of the invoice from your previous mobile supplier that shows the value of the termination fee and the date of the invoice, which must be after the date on which Clear Business first attempted to transfer your services to Clear Business. Clear Business may require a copy of your previous contract to validate that you are being correctly charged a termination fee. If the contract between you and Clear Business is terminated as described in clause 13 of your terms and conditions, you must replay all termination fee amounts in full. The amount Clear Business will pay is the lower of (1) your termination fee and (2) £300. OUR SERVICES Business Energy Business Water Business Telecoms Business Insurance How to Switch PARTNERS Become a Partner How It Works Benefits Training and Support Partner FAQs COMPLAINTS Our Commitment To You Complaints Procedures Energy Scotland Water England Water Telecoms CLEAR BUSINESS No. 1 Dovecote, Old Hall Road, Sale M33 2GS Contact us Media enquiries Terms & Conditions and PricingPrivacy PolicyCookie PolicyAcceptable Use PolicyOur Commitment To YouTreating Vulnerable Customers Fairly PolicyCoronavirus and Critical Sectors Policy © 2021 Clear Business. Verastar Ltd trading as Clear Business. Registered in England and Wales No: 3667643. VAT Registration No: 945 795467. Registered Office: No. 1 Dovecote, Old Hall Road, Sale M33 2GS