Help & Support

What’s the next step after joining Temi Telecom?

All you need to do is wait for us to send you a Welcome Pack and Welcome Letter. This will confirm the date of your transfer and give you all the information you need, including our Terms and Conditions. Meanwhile, we’ll contact your existing provider and begin transferring your service. Your letter will detail your right to cancel and the pricing of the bundle you’ve chosen.

How easy is it to transfer to your services?

We operate a hassle-free transfer service with no downtime. Call 020 3794 0135 today to begin transferring to Temi Telecom and we’ll do the rest.

Will I be charged for switching to Temi Telecom?

There is no charge for switching to Temi. We’ll gladly transfer you to our network for free, as part of our service to new customers.

Will my service be lost or interrupted during the transfer?

No, our seamless transfer will ensure that you experience no disruption at all. You’ll be part of the Temi network before you know it!

Can I keep my existing telephone number when I switch?

Yes, your current telephone number will remain the same. The only instance where your number may have to change is if you move premises and these premises are located in a new telephone exchange area.

Will I be able to keep my existing services such as 1471, Call Divert and 1571?

Yes, our phone lines operate through BT’s Openreach so all the services you expect will remain in place.

Will How can Temi Telecom offer services cheaper than other providers?

The key is that we buy in bulk, so that savings can be passed on to you. This is made possible by the de-regulation of the telecommunications industry. Just like other providers, we buy wholesale so that we can reduce the final cost to you.

Will any part of my service change?

Your service will remain the same on BT’s Openreach network, except cheaper! You’ll enjoy reduced telephone bills with Temi Telecom and we’ll become your point of contact for customer service.

Will the low rates you offer change once I join Temi Telecom?

Not at all. All our services and bundles are covered by a price guarantee, keeping our prices frozen while you remain with Temi. We’ll even do our best to match the prices of our competitors.

Will my current provider charge me for switching?

You should check with your current provider. However, the only charges you are likely to encounter are from outstanding months on your contract, if you have one.

How will I receive my bills?

You’ll receive monthly invoices from Temi Telecom. Your bills are inclusive of VAT and will detail your services and calls and your direct debit payment date.

Will I still pay a line rental fee to BT?

No, your Temi Telecom package includes line rental, which replaces your current line rental charge. Remember that you’ll have to pay a final bill to your current provider, up to the date that your line rental switches to us.

How often will I receive invoices?

Temi operates monthly invoicing, rather than quarterly. This makes it much easier to keep track of your spending and usage each month.

Will I get an itemised bill?

Yes, your bill will be itemised with all calls over 40p. Full itemisation can be discussed with our customer services team. You can find your itemised bills in the My Account section of this site, including call duration and cost.

When will my first bill arrive?

You will receive your first bill from Temi Telecom soon after your transfer is complete. Note that your previous supplier will send you a final bill at the same time. Refer to our Terms and Conditions for more details.

How will invoices be sent to me?

You have several billing options. You can opt to view your bills online through our Online Billing Portal at any time, you can choose paper billing via post each month, or you can have monthly email bills sent to your email account. Please note that there will be an administration fee of £1.50 per month if you opt for paper billing. Our package prices are listed with electronic billing as standard.

Why is my first bill larger than I expected?

Your first invoice from us will be slightly larger as it covers more than one calendar month. This is because your first bill is for the period between your transfer to us and your first billing date, plus the following month. Refer to our Terms and Conditions page for more information.

What are my invoice payment options?

The primary payment method for Temi Telecoms is Direct Debit. You can also pay by bank transfer or using a debit/credit card. Note that if you wish to use another payment method to Direct Debit, you will incur an administration fee of £3.50 per month. We unfortunately cannot accept cheque payments.

Can I use direct debit for Temi Telecom payments?

Yes, we advise all customers to use direct debit and all new customers pay with this method by default. Should you choose to use a non-direct debit method, you will be charged £3.50 per month in addition to your usual bill. You will receive invoices approximately 10 days before payment is due, giving you time to update methods as necessary. Please contact the Temi Telecom customer support team if you have any concerns.

Where can I make cash payments?

Temi Telecom can accept cash payments by bank transfer only. Please reference your payment with your Temi Telecom account number. You can find our bank account details on the back of your bill and your Temi Telecom Account Number on the front of your bill or you can receive instruction from our customer advisors on 020 3794 0135

What will happen if a payment fails or I cannot pay?

Please keep your payment details up-to-date on your My Account page and check that they are correct. In the event that we cannot take payment, we will send you a letter to inform you. The letter will explain what you need to do next.

Does Temi Telecom round calls up?

Yes, your calls are rounded up to the nearest 1p for billing purposes, excluding VAT.

Does Temi Telecom charge different peak and off-peak rates?

No, we do not use a peak time system. Temi Telecom only offers flat rates on our calls.

What can I expect from your customer service?

Temi Telecom’s customer services team aim to answer your calls within 20 seconds.

If I have a fault on my line, who do I need to contact?

In the unfortunate event that there’s a fault with your line, you should contact Temi Telecom directly. We’ll endeavor to fix the fault ourselves, or if necessary we’ll send an Openreach engineer. Contact us using the form on this site or 020 3794 0135

Who repairs faults for Temi Telecom?

Since our lines are still part of the BT’s Openreach network, we use their expert engineers to repair any faults. Temi will keep you apprised of the situation as the engineer works.

Will I be charged when an engineer is called?

You are not charged for any repairs to your line, but you may be charged for any site visit where the fault lies elsewhere.

Will it take long to repair a fault?

Repair times depend on several factors, varying with the location and nature of the fault as well as the availability of a local engineer. Temi Telecom, however, is committed to a timescale of 72 working hours for standard lines, as per BT’s own repair times.

Can I receive broadband in my area?

You can use a broadband availability checker online to quickly find out if your local exchange can offer broadband. Fortunately, 98% of the UK population can get broadband.

How long will it take to be connected to Temi Telecom broadband?

You can sign up and purchase a broadband package in minutes with Temi Telecom. From that moment, we will work to have your broadband connected as soon as possible. The usual waiting time varies from two to three weeks. Delays can be caused by outstanding payments owed to your previous provider.

Do I need a separate telephone line for broadband?

No, your broadband service will run via your telephone line and still allow you to make calls at the same time.

Will I have download limits?

Our Residential and Business Broadband are unlimited as standard, letting you browse and download as much as you need.

How fast is Temi Telecom broadband?

Temi is dedicated to providing the fastest speeds possible. This is limited by certain factors such as your local exchange’s technology. You can get up to 20MB speeds if your exchange uses the ADSL2+ standard, or up to 8MB if not. Notify us of any problems with your speed and we’ll do what we can to improve it.

Can I use broadband with more than one device or computer?

Yes, you can connect to the internet with several devices simultaneously.

Will Temi Telecom supply me with equipment?

Yes, all our customers receive equipment based on the package and service they have chosen. Internet access requires a router, which is included in the cost of your package. Please speak to our customer advisors if you encounter problems. For new line installations, our engineer will connect your router for you.

When will my equipment arrive?

Temi Telecom will dispatch your router just before your activation date. See your My Account page for more details and to track your order. Don’t hesitate to call our team if you experience any delays.

What should I do if I’m moving to a new address?

Contact Temi Telecom on 020 3794 0135 with the details of your move to ensure that we can set up your services appropriately. Please let us know one month before the move where possible. Note that the phone line at your new address doesn’t need to be activated beforehand; we’ll take care of that and delays may be caused if another provider tries to activate it first.

Can I still use my existing phone number if I move to new premises?

You can usually keep your number if your new address is covered by the same telephone exchange.

What else can I do if I can’t keep my number?

You still have two options. You can use Remote Call Forwarding to divert calls from your old number to your new number, or you can use Caller Redirect to set up a recorded message with details of the new number.

Is there a cost when moving my number?

You may incur an administrative cost when keeping your existing number at new premises. Speak to our customer advisors on 020 3794 0135 for more details.

How do I cancel my contract?

Temi Telecom is dedicated to customer satisfaction and excellent service. We ask that if you wish to cancel, please contact our friendly customer advisor team to discuss your options. If you still wish to leave, they will begin the cancellation process. To discuss your cancellation, you can use these methods:

• Phone our team on 020 3794 0135
• Send us a letter at Customer Services, Temi Telecom, 118B Oxford Road, Reading Berkshire RG1 7NG
• Please note that we do require 30 days’ written notice of cancellations and a member of our team will need to speak to you to confirm your wishes. You can find a cancellation form on the last page of our Terms and Conditions. Our advisors will help you complete your cancellation and calculate your final bill, inclusive of any remaining contractual obligations.

Will I be charged for cancelling my contract early?

You will incur early cancellation fees if you choose to terminate your 24-month contract before it is due to end. You will be charged the cost of your monthly line rental and, if applicable, the cost of your monthly broadband package in advance up until the end of your contractual agreement date. To calculate the final amount, speak to us on 020 3794 0135 to discuss your account.

When does my Temi Telecom contract end?

Our standard contracts are 24 months from the date that you joined us. You’ll find your starting and ending dates on your first letter from us, or feel free to call our team to check your details.

What can I do if I’m unhappy with my service?

Weǯre sorry to hear that you’re unhappy. Please don’t hesitate to get in touch! Here at Temi Telecom we pride ourselves on excellent service and support, so call or email us today to discuss any problems you’re having with your broadband, calls or account. Our advisors can be reached on 020 3794 0135 and they’ll do all they can to get you back on track.