Welcome to Telephony Services

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Q1. What are the benefits of ordering BT PSTN and ISDN lines from us?

Price reduction your now have the opportunity to order from /switch to another service provider for cheaper line rental.

Better service Our UK-based partner makes sure that they do not pass your queries around different departments/offices and you can speak to the same person if you want each time you call in.

Q2. Does the quality of the lines ordered through Copperbean different from those ordered directly from BT?

Not at all! The lines that you order through Copperbean will still be installed and maintenance by BT on BT's network. There is no difference at all between the lines ordered through Copperbean and the lines ordered directly from BT – except for the price!

Q3. How can Copperbean supply BT lines cheaper than BT?

Copperbean works alongside BT authorised wholesalers therefore we obtain a discounted price from BT and rebate this discount to you.

Q4. What lines can Copperbean supply?

Copperbean partners are authorised to wholesale all BT PSTN and ISDN access products. These include:

PSTN Residential Single Line / PSTN Business Single Line / PSTN Business Multi Line
ISDN 2 Standard / ISDN 2 System / ISDN 2 Business Highway / ISDN 2 Home Highway / ISDN 30

Q5. What's the difference between “New”, “Transfer” and “Change” orders?

New To provide service for an End User who has no telephone line connected to BT's network. For this type of order, an engineering visit will normally be required. The engineering visit will be undertaken by BT.

Transfer To provide service for an End User already has BT lines and wishes to transfer them to Copperbean. In normal circumstances there will be no break in service during the transfer. BT will contact the End User to advise them that a request has been made to terminate their existing BT contract. BT will then coordinate both the cessation of the End User's existing service, and the commencement of the Copperbean service at the address on an agreed date.

Change already have BT lines from Copperbean and wish to change features on the line (e.g. provide additional network features). This is normally carried out without an engineering visit, unless additional wiring is required.

Q6. What's the lead time for the order?

PSTN Lead Time ISDN Lead Time

New – 10 working days

Transfer – 10 working days

Change – 3 to 10 working days

ISDN Lead Time

New - 20 working Days

Transfer - 10 working Days

Change – 3 to 10 working Days

Please note above lead times are not guaranteed by BT as it depends on the outcome of site survey and BT’s work load.

Q7. If I order “New” BT lines from Copperbean, who will install the lines on my customer's premises?

BT's engineer will conduct the site survey and visit End User's site with BT branded uniform and vehicle to complete the work. The BT engineer acts to fulfil the purpose of the visit and ensure the End User is satisfied with the work, but will not undertake work beyond the original order.

Q8. Can I choose my preferred installation date?

You can state three preferred installation dates on the order form. BT will try to match one of these dates. However please bear in mind that the result of site survey may effect the final installation date.

Q9. Who will inform me the confirmed installation/transfer date?

The confirmed installation/transfer date will be informed to you by us as and when we know the details.

Q10. Who will invoice me for the installation and ongoing charges after I place “New” or “Transfer” orders to Copperbean?

Our partner will issue both installation and ongoing rental invoices.

Q11. When I transfer my lines to Coperbean, do I need to know the exact features on the line when I submit the order?

Yes. You will lose any additional features during the transfer if you do not submit this information on the order. However if this happens you can always submit a “Change” order later on once the line has been transferred to Copperbean.

Q12. If I have faults on the BT lines after the lines are transferred to Copperbean (or the line was ordered directly from Copperbean), who do I report the fault to?

Please report the fault via us and we will contact BT and handle the fault for you. This allows you to have one point of contact when it comes to fault reporting – leave it to our experts to speak to BT on your behalf and make sure the fault is resolved properly.

All lines ordered through/transferred to Copperbean will receive free Standard Care. BT Standard Care desk operates during working hours (0800 – 1700 hours Monday to Friday, excluding Public and Bank Holidays). BT aim to respond to a fault report by Copperbean received before 17:00 hours on one working day by the end of the next working day. Where the fault is reported outside normal working hours, the fault will be treated as if it has been reported at the beginning of the next working day. Work will only be carried out during working hours.

Q13. Are BT lines I order from Copperbean required to be CPSed to Copperbean?

Yes. By doing so you save around 30% - 70% against BT standard call charges.

Q14. If I already CPSed with Copperbean, and now I want to transfer the CPSed line to Copperbean, do I need to let you know that the line is already being CPSed?

YES. If the line is CPSed with Copperbean and you wishes to retain the CPS on the line, you must state this on the order form ( CPS retention section). If you do so, then the CPS will be retained on the line during and after the transfer. Please bear in mind if this CPS information is not supplied on the order form then you will loss the CPS during and after the transfer.

Q15. How do I place orders?

You can order via our website.

You can place orders and view order status 24/7. Our provisioning team will deal with your order during normal working hours (Mon-Fri 09:00 – 22.00 ).

Q16. Are there any limitations on the type of lines that can be transferred to Copperbean?

The following are a list of services that cannot be transferred from BT:

Payphones

Access Lines (external extensions, not go through NCCP etc.)

Site lines (e.g. temporary lines. A site is defined by BT as having portal cabins/site offices)

Feature Lines

Feature Net

Rented Products (equipment being rented from BT retail)

REDABC (obsolete product and cannot be left on line)

Cable Lines (Non BT network)

NHS Line

Virtual Private Network

School Internet

Switched Multi-Megabit Data Service

Q17. If I did not order any features on the line when I submitted the “New” order, and later I change my mind and want to add some features on the line, how do I inform you?

All you need to do is to submit a “Change” order to us requesting the features you require.

Q18. If I have ADSL on the line can I transfer the PSTN line to you?

Yes. All you need to do is to submit a “Transfer” order to us.

Q19. Is there anything I can do to speed up the order?

To provide us as much information as possible always helps. There is an additional Note section on the order form where you can enter any information that you think maybe relevant to the order.

Q20. Payment

All monthly payment must be made by Direct Debit.

Q21. Price

Please contact for pricing information.