We want you to be totally happy with our phone and broadband services – even with the things that are beyond our control. So we’ve compiled a list of information we think you may find useful.

Line faults

Whilst we’ll do everything to make sure you enjoy an uninterrupted telephone service there may come a time when your phone line doesn’t work. If that time comes, we will work as hard as we can to get it up and running again as quickly as we can.

In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment. The checks can be found in the link below and you may wish to save it so that you’ll have them in future if there’s a fault. Please click here for more details.

When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the faults not with our equipment, you could be charged £200 for the visit.

Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0141 882 4563.

Phone line services to help you

There are a number of companies and features for your phone line that can help with everything from preventing marketing calls to barring premium rate numbers from being called.

We offer a call barring service for premium rate numbers, as well as a number of other features. If you’re anxious about the amount of premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers. If you want to use this service, or find out about other services we can offer, call our Customer Services team on 0141 882 4563

PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected premium rate number on your bill, you can contact PhonepayPlus to find out who they are.

Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.

Phone: 0800 500 212

Website:  http://www.phonepayplus.org.uk/

If you’d rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.fpsonline.org.uk or call 0845 070 0702.

What to do if you’re unhappy

If you’re unhappy with any service or contract you have with us, the first thing to do is let us know. Please phone us on:

0333 015 6651

If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we’ll do our best to sort things out immediately. If we cannot do this, we’ll keep you informed about how long we expect to take to sort the matter out for you.

If you’re still not satisfied, please ask to speak to a manager.

You’ll get the same high level of attention if you prefer to get in touch by letter. Write to us explaining why you are unhappy and we’ll do our best to reply to you within 10 working days of getting your letter. Here’s the address:

Yellowcom Limited, Clydesdale House, Glasgow Business Park, G69 6GA

We carefully monitor complaints so that we can avoid making the same mistakes. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing does not happen to someone else.