FAQs
Q. What is Rainbow Telecom's relationship with BT?
A. Rainbow Telecom is a customer of BT Wholesale for calls and lines services
which it then resells to end user customers. Rainbow Telecom is a separate company
and is responsible for all aspects of the services (call pricing, customer services, billing etc),
although BT is responsible for the maintenance and installation of the end users' lines
and calls on Rainbow’s instruction – a service which is closely logged and monitored
by Rainbow using the latest technology.
Q. How can Rainbow claim to be more competitive than BT Retail?
A. Both BT Retail and Rainbow Telecom purchase from BT Wholesale.
Rainbow's low cost business model has enabled it to deliver a high quality
service at the lowest possible cost.
Q. What happens if a customer experiences a line fault on site?
A. If an end user has a fault with a line or CPS service supplied by
Rainbow, then they report the fault directly to Rainbow Customer Service on
Freephone 0808 1411 150. Rainbow then enter the fault on the BT eCo repair
fault logging system and a BT engineer will respond to repair the fault.
Rainbow has the ability to check faults, log calls with BT engineers and
monitor response times and fault solutions.
Q. What happens if there is a delay in the BT engineer coming out, who is
responsible?
A. When a customer reports a fault to Rainbow, our customer service team
remotely test the line and advise the customer of the problem. If the line
is faulty a reference number is issued to the customer and Rainbow will
manage the repair process and report back to the customer regularly.
Q. Am I charged for an engineer's visit?
A. Not if the line is faulty, however if the fault is not with your line, then any site
visit is chargeable.
Q. How are Rainbow Telecom able to offer line rentals and installations?
A. Just like BT Retail we buy directly from BT Wholesale ensuring you
receive the same quality service you have been accustomed to.
Q. If I order a "New" telephone line from Rainbow, who will install the
line?
A. New telephone lines will be installed by a BT engineer. The engineer
role is to fulfill the order and ensure the end user is satisfied with the
work, but will not undertake any work beyond the original order. When the
new line has been installed Rainbow will invoice you for the first partial month
plus the next whole calendar month, thereafter you will be invoiced monthly.
Q. Are Calling Features on the lines affected?
A. Network call features are unaffected when lines are transferred from
BT Retail to Rainbow. A few services such as Featureline cannot be transferred
at this time, though CPS service will still operate to allow calls to be transferred.
Q. Will the call quality with Rainbow be the same as with BT?
A. If only the BT Wholesale's White Label Managed Services is used for CPS
service then the call quality will remain the same as the BT Retail Business
Group service. If another carrier is used for the CPS service, then the call
quality may differ.
Q. Does the quality of the lines ordered through Rainbow differ from those
ordered directly from BT Retail?
A. No, the BT Wholesale line rental network service supplied to BT Retail is
the same as supplied to Rainbow.
Q. Do BT Retail engineers give priority to the BT retail customer?
A. No, Openreach, the BT Business Group responsible for managing the
installation and repair of telephone lines in the UK, schedule all work
equally and use the same BT engineers in Northern Ireland to complete
their work whether it is a BT Retail customer fault or a Rainbow customer
fault.
Q. Do I have your assurance there will be no conflict with BT?
A. There should be no conflict with BT because a customer has transferred to
Rainbow. Customers are advised to check all existing contractual terms with
BT before transferring to Rainbow to avoid any termination or reconciliation
charges that may apply.
Find out more
- Take a look at our store or Call 0800 018 8082
- Read about our Experience
- Meet the Team
By Phone
0800 018 8082 (UK)
028 90 379000 (UK)
1800 80 5000 (ROI)
048 90 379000 (ROI)
By Email
accounts@rainbowtele.com
sales@rainbowtele.com
customerservice@rainbowtele.com
Location
By Post
Rainbow Telecom House
286 Ballygowan Road
Belfast
BT23 6BL
Some of our customers...
