Billing

At Digital Telecom Airtime Limited we pride ourselves on our customer support. If you need any help whatsoever please do not hesitate to contact us.

How long will it take for a new line to be installed?

Install time will vary based on many things. Analogue lines and ISDN2 lines it will take approximately 1-2 weeks to install, ISDN30’s vary but it will usually be at least a month to install. All line installs are subject to BT Openreach engineer availability and any additional work such as site surveys.

How long will it take to transfer my lines?

It normally takes at least 2 full weeks to transfer a service from another provider. Some providers however do not utilities BT lines so it then means we have to port the number which can take 1-2months in some cases. Once an order is placed to transfer (or port) a line we will email you and inform you of the date your services will switch to us.

How long will it take to fix my fault?

All faults are different and as such, giving fix timescales is extremely difficult to do. You can minimise the time it takes for BT Openreach to respond to any fault we log with them by increasing your care level on your line. All BT lines have care levels, even the ones in your home, the cheaper (or free care levels) tend to have a longer response time which may mean your line may be down a few days before BT Openreach can allocate an engineer, the more expensive care levels offer a much greater response time.

Care Level Cost Description
1

Analogue = FREE
ISDN2 = not available
ISDN30 = not available

*Only available on Residential Lines
Response by end of next working day + 1, Monday to Friday, excluding Public Holidays and Bank Holidays* or the day of the appointment where later.
Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Thursday

2

Analogue = FREE
ISDN2 = FREE
ISDN30 = FREE

*Only free on Business Analogue, ISDN2 and ISDN30 Lines
Response by end of next working day, Monday to Saturday, excluding Public Holidays and Bank Holidays* or the day of the appointment where later.
Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Wednesday.

3 Analogue = CHARGABLE
ISDN2 = CHARGABLE
ISDN30 = CHARGABLE
Reported by 12.59 – response by 23.59.59 same day or the day of the appointment where later.
Example: Reported after 13.00 – response by 12.59.59 next day (Monday – Sunday including Public and Bank Holidays)*
4 Analogue = CHARGABLE
ISDN2 = CHARGABLE
ISDN30 = CHARGABLE

6hr response round the clock, 365 days a year. Rare instances may occur where BT do not believe it to be a line fault at diagnostic level and so will not send an engineer within 6hrs.
Not suitable for all customers as it may require someone waiting on site for the BT engineer to arrive.
Example: if you report the fault at 4pm, engineer could turn up anytime before 10pm.

Call us on 01204 575 652 to discuss the best option for you.

What broadband speed am I getting?

Broadband speeds can be affected by multiple factors, if you experiencing slow broadband speeds, please visit http://speedtest.btwholesale.com (if it loads of course!) and follow the steps, also consider taking some screenshots of the speed tests by pressing the PRTSCN key on your keyboard and then pasting the image into a Word document for your records. If the speed test indicates the speeds you should be getting (we can help you with this if you aren’t sure). If the speed tests show the correct speeds for what you should be getting and your broadband is still slow, its likely to be a problem with your Router, Cables or your Computer.

I can receive calls but I can’t make outbound calls

It will depend on what sound or error message you get when you try to make a call.

Here are a few examples of common error messages:

Error Message What it means
"Sorry, there is a fault" Most commonly associated with a genuine BT fault, if we know this is the message you are getting, we can usually get BT to fix it much quicker.
"You are not registered to use this service" A common issue associated with outbound calls.  If you hear this, try dialling 1280 (no leading zero) before your number, if this works, let us know, we can arrange for the service to be fixed and in the interim until the fault is fixed, you will be able to call using the 1280 prefix.  NOTE: if you dial 9 to get an outside line you will need to still dial this, for example: 9 1280 01204 575 652
"Telephone number xxxxx has been changed to  xxxxx" This indicates the owner of the line you are calling has ceased the line and changed it to a new number. Most likely, the owner has moved address. You would need to hang up and redial the new number.

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Call: 0845 873 8994
Call: 0843 224 7887 (out of hrs)

If you have a fault:
faults@dtairtime.co.uk
If you have a question about your bill:
billing@dtairtime.co.uk
If you have a sales related query:
sales@dtairtime.co.uk

Support Desk

Digital Telecom Airtime Limited
Registered Address:
Dane House
Europa Trading Estate
Stoneclough Road
Radcliffe
Manchester
M26 1GE
Telephone
0845 873 8994
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