You may have recently received a letter from us, informing you that we will be moving your toucan account for home phone, broadband and any dial up services over to Pipex UK Limited, our sister company.

Pipex has over 17 years experience of providing telecoms services and has nearly half a million customers. As a Pipex customer, you will benefit from a wider range of broadband products, home phone and line rental packages and you will still get the same great international call rates that you currently have.

We have detailed some administrative changes that will occur after the move to Pipex. You need to be aware of these so please read them carefully and please contact us if you have any questions.

Customer Code

When you become a Pipex UK Limited customer you will be issued with a new Customer Code / User ID. Your new Customer Code will:

1. identify your unique customer account
2. help our Customer Support Team access your account details if you call us
3. be quoted on your bills and other correspondence from Pipex UK Limited

Your new Customer Code will be confirmed on your first bill after the systems change. Please make a note of it should you need to call us for any reason.

 

Billing

Billing date: Your billing date may be adjusted when the change to Pipex UK Limited occurs and the new date has been confirmed in our recent letter to you.
Every month, when your bill is ready, a billing notification will be sent to your contact email address or a paper bill posted to you, unless you have other arrangements with us.
Direct Debit and Credit Card payments will be debited from your bank account as per the date on your Pipex UK Limited bill (around 14 days after you are billed).
On your bank statement Pipex UK Limited will be quoted as the supplier reference of your monthly payment for home phone and broadband services.
There is no need for you to complete a new Direct Debit instruction.
If you wish to query any Direct Debit with us or your bank or building society, please quote your name and Customer Code.
Direct Debit Guarantee:

1. This Guarantee is offered by all banks and building societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society.
2. If the amounts to be paid or the payment dates change Pipex UK Limited will notify you 28 working days in advance of your account being debited or as otherwise agreed.
3. If an error is made by Pipex UK Limited, your bank or building society, you are guaranteed a full and immediate refund of the amount paid
4. You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of the letter to us.

Your bill explained: As part of the changes to your bill, some of the itemised call descriptions and definitions will change slightly. The Pipex UK Limited bill is easy to read, but if you do have any issues, please visit www.pipexuk.com/bills.

Your new subscription package(s) is(are) detailed on the recent letter we sent you and will be quoted on your bill. Please check further details of the package(s) in the 'After the systems change – Your Broadband and Home Phone Package(s)' section.

Toucan phone packages with a monthly subscription: Please note that Pipex UK Limited bills in advance for phone packages with monthly subscriptions. As Toucan bills in arrears for these, your bill for the first month after you are moved to Pipex UK Limited, may be slightly higher than normal.

Pipex UK Limited Help

After the changeover to Pipex UK Limited, our new Customer Support details will be:
Online web pages: www.pipexuk.com/support
Email Help: care@pipex.net
Customer Support Team: 0871 663 3300 (calls are charged at 10p/min from a BT line or calls charged by Pipex at 5p/min. Calls from mobiles and other provider may vary)
Postal Address: Pipex UK Limited, PO Box 14503, Birmingham, B46 9BD
Webmail and Account Management
After the migration you will be able to log onto your webmail, your account area and view your bill online at www.pipexuk.com.

After the systems change – Your Broadband and Home Phone package(s)

Your Broadband

If you have a Toucan Surf product, your package name will change slightly after your account is moved to the new system. This new name is confirmed in your recent letter. This is purely an administrative change and there'll be no change to your subscription price or contract term.

Your Phone Service

Phone Packages: Your new Pipex UK Limited package will be one of those listed below. The specific package you have been moved to has been detailed on your the recent letter and will be confirmed on all future bills:
Anytime: Inclusive calls to all UK numbers beginning 01, 02 and 03 anytime, day or night.
Leisure: Inclusive calls to all UK numbers beginning 01, 02 and 03 during Evening and Weekend periods.
Saver: Inclusive calls to all UK numbers beginning 01, 02 and 03 at Weekends.
Note: On all tariffs, calls to other Pipex home phone customers (at anytime day or night) are inclusive.

Options
Pipex UK Limited has two 'Options' that are added to your account in line with current Toucan products. If your recent letter mentions either one of these options, they will apply to your new package.
Mobile Option – 24% or more off Pipex standard rates to UK mobiles.
All You Can Toucan International: Inclusive calls to landlines in the listed countries. Standard Toucan international rates still apply to calls to all other countries.

Austria	Germany	Netherlands	USA
France	Luxembourg	Switzerland	Finland
Italy	Sweden	Denmark	Ireland
Spain	Canada	Iceland	Portugal
Belgium	Greece	Norway

All other customers will still benefit from the competitive standard Toucan international rates as before.

PLEASE NOTE:

We advise you to check the rates for all chargeable calls (including calls to satellite phones) by visiting pipexuk.comand select "Our phone rates" from the main menu as these may vary once you have moved to Pipex UK Limited.
Regrettably we will no longer be offering discounted rates to Toucan Mobile numbers from Toucan home phone services, once you become a Pipex UK customer.
'Most Dialled' frequent caller discounts will no longer apply when you become a Pipex UK customer.This does not affect inclusive UK calls, including those between Pipex UK home phone customers.
The ToucanTravel card service will be discontinued when you move to Pipex UK.
From time to time our call rates may be updated. All changes will be posted on our website. You can check for any changes at www.pipexuk.com in the 'Our Phone Rates' section.

More information on home phone with Pipex UK Limited

- Call rates are quoted as pence per minute unless otherwise stated and are VAT inclusive.
- All chargeable calls are rounded up to the next minute.
- Local and national rates are to UK numbers beginning 01, 02 and 03.
- 6p call connection fee applies to all chargeable calls excluding any charged with a fixed fee per call (e.g. voting lines) and inclusive/free calls.
- Calls to UK mobiles are charged at the rate of the network that issued the number.
- Rates in this price list do not apply to calls made with Operator Assistance (including with Reverse Charges).
All prices within this guide are correct at time of publishing: 27 October 2008

Charging periods (unless otherwise stated)

Daytime: 6am-6pm on weekdays. Evening: 6pm-6am on weekdays.
Weekend: midnight Friday to midnight Sunday.
Calls to UK mobiles, 0845 and 0870 numbers are charged at Daytime or Evening rate seven days a week.

Legal Stuff

The continued use of your services after the change to Pipex UK Limited will constitute acceptance of these changes. You do not need to contact us if you're happy for the move of your Toucan account to go ahead. However if you don't wish to move to Pipex UK Limited, you're free to move to another provider without penalty. If you are a Broadband customer, please contact the Toucan Customer Support on 0871 221 2210 and we'll generate a Migration Authorisation Code (MAC) which will allow you to go to another provider without disruption to your services. You must request a MAC from us within 30 days of the date on your letter.