For anyone still having problems with Onetel, an e-mail address is published this week in the Financial mail ensuring readers of help in sorting out their problems.
snipped-for-privacy@onetel.co.uk
or Freephone 0800 957 0062
HTH Andy
Thanks. Update.
I still haven't received that promised telephone call . I still do not have my services as ordered.
I e mailed One Tel on their website giving them my details , telephone number , account number and d oB as they request.
I got an e mail back from India (!) saying they could not deal with my complaint/ problems because they did not have my account number Dob and telephone number!
They told me to log into their web site and " view my account". I cannot do this because the web site will not accept my account number and telephone number.
I rung BT last week when I didn't get a telephone call and asked to be re connected. I will be reconnected to BT on 19th August.
Hope that is the end of the saga.
Lesson: Dont use One tel.
This number goes back to their nighmare Indian call centre!
I thought I had solved the problems. I changed providers. Should be the end of it?
Heck as like. My contract was terminated and services moved to BT ( and BT did the job) on 19th August. Today I have a letter from Onetel dated 22nd August telling me that I have an international calls charges service with them AND a landline with them.
Its a crafty letter. It says "summary of services" . then it goes on to say what to do..... it doesnt actually tell you what to do, but it says " You dont need to do anything if you want to benefit from this plan"
The implication being you have to deal with their nighmare call centre and try and cancel the plan if you do want to do something about it , which is phone their call centre to speak to a "communications Specialist" Ha! now there is a joke ..... catch 22!
I certainly did not order this plan , I dont want it, and find it hard to see how they have interpreted terminate contract for change contract!
I have written a letter to London. I hope someone who speaks English will read it. I am cancelling their direct debit forthwith.
Can someone tell me though can onetel actually cut my line off? I have a contract with BT. but if Onetel claim they have a contract can they get an engineer to cut me off? How does it work these days?
Back in the old days of one service provider you didnt pay your bill they cut you off. But if I dont pay onetel, can they cut me off since I hae the same phone contracted to BT - even though Onetel seem to think they have to contract?
Sorry if that doesnt make sense. Hope it does though.
Hi, I'm not sure I can help over terminating the contract but you can change your "service plan" online on the Onetel website. If you delete all the services, including the landline, that should (may!) make sure they don't charge you for any services you don't want.
Presumably Onetel had your line via local loop unbundling. BT count this as a "shared" line. I believe (but am not certain) that that means that neither BT or Onetel can disconnect the line without the consent of the other. I've just been through this, because I moved into a flat where the previous owners had had broadband with UKONLINE, through local loop unbundling, and because of this "sharing" thing it took forever for the line to get disconnected from their service and reconnected to me.
Ring the BT "High Level Complaints" number on 0800-671-502 (even though it's not a complaint about BT) and explain the situation and tell them you are trying to get shut of Onetel, and they may be able to tell you whether Onetel are still claiming the line.
Hope this helps. Personally I've found Onetel to be quite good, but that may be because I always deal with them through the web site or through email and NEVER through the call centre. The URL is
You're in the wrong newsgroup. Go over to uk.telecom.
Meanwhile, have a read of
We have just had horrendous problems with one of our Onetel Lines and have had to get BT to take it back
It is a long story which I will not bore you all with but suffice to say that the "fault" was eventually found by BT when we eventually got it back to BT-----Onetel was worse than useless especially their Indian Call centre Elizabeth in Renfrewshire, Scotland. Removex to reply
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