Switching To Axis

  • What happens when I sign up to switch to Axis ?

    We will contact your existing telecom provider and request a transfer of your service. We will send you a welcome pack containing a link to our Terms and Conditions which can be viewed online, informing you that the transfer is taking place and of your right to cancel. The cancellation period is up to the date the services transfer across to Axis.

    Your existing supplier will also write to you informing you that you’re cancelling your service with them.

  • Will there be any interruption or change to my service?

    No. Your service and phone number will remain the same. Please refer to our landline pages.

  • When will I receive my first bill?

    Axis will invoice you shortly after the transfer has taken place. Your previous supplier will also send you a final bill. Please refer to our Terms and Conditions.

  • Who should I contact concerning any service issues?

    You should contact your previous supplier up to the transfer date. After the transfer has completed you should contact Axis. Please visit our Contact Us page.

  • Are there any rewards for bringing additional services to Axis?

    Yes, for every service you bring over to Axis, we will credit you with £75 once the transfer has completed.

Fraud Protect

  • How does Fraud Protect Work?

    The service works by us automatically suspending calls on your account when we suspect fraud activity on your telephone account. This could be to premium rate numbers or other destinations were we suspect fraudulent activity taking place. We will then contact you to advise you that we’ve suspended your calls and check with you that the calls being made are genuine. If the calls are genuine we will then resume service on your line. This won’t affect your ability to receive inbound calls.

  • Will I be expected to pay for these calls?

    Yes this is an alert service to advise you of the calls not an exemption from payment.

  • Will I be charged for this service?

    Yes Axis will charge you £1.45 plus VAT for each separate account, this is an optional service and can be cancelled at any time by contact our customer service team.

  • What benefits will I receive from this service?

    You will be able to access our online portal which allows you to monitor calls/spend values/ dates and times enabling you informed of calls made from your telephone line.

  • Can I monitor my own alerts?

    Yes you can set your own monitor alerts by using the online guide or alternatively by contacting our customer service department, please note it is not possible to overwrite the pre-set alerts.

Invoices

  • How often does Axis send invoices?

    Axis invoices monthly which most of our customers find easier to manage than quarterly bills. Please refer to our Terms and Conditions page.

  • How will I receive my invoice?

    You can chose from 3 billing methods, Online billing where you can view your bill at any time, Email billing where your invoices will be sent to you monthly via email or Paper billing where you will recieve your monthly bills by post for an administration charge of £2.99 per month.

  • Why is my first invoice for more than 1 month?

    The first invoice will include charges for part of the month during which your line transferred to Axis, and the next month. Please refer to our Terms and Conditions page.

  • Are invoices itemised?

    All calls over 40p are itemised on the invoice.  For full itemisation, please contact Customer Services on 0844 875 1950 to discuss online billing.

  • What is the Standard Variable Tariff?

    If you choose not to renew at the end of your fixed term contract, you will automatically be transferred on to our standard variable tariff, details of this tariff can be found here. BT Area Standard Variable Tarriff / KCOM Area Standard Variable Tariff

  • What is the Non Direct Debit Tariff

    All of our standard tariffs are based on payment by Direct Debit, if we fail to collect payment by Direct Debit you will be billed on our no direct debit tariff details of which can be found here. BT Area Non Direct Debit Tarriff / KCOM Area Non Direct Debit Tariff

  • What is RPI and how does it affect my telecoms tariff?

    Each year, your tariff will be adjusted according to the Retail Price Index (RPI) rate of inflation. This rate is applied in January each year and is taken from the governments national statistics office for the previous 12 months.
    All of our tariffs are affected by the Retail Price Index. RPI is a widely recognized measure of the general level of inflation and several industries use it as a guide on whether to adjust prices, as well as by how much. To find out more about RPI please visit this website here 

Payments

  • How can I pay my invoice?

    Axis prefers payment by Direct Debit. You can pay by Debit/Credit Card, cheque or at any Pay Point or Post Office outlet. Payments by any method other than Direct Debit or recurring Credit/Debit card incur an administration charge of £4.00 per month. Please refer to our Terms and Conditions page.

  • If I make a payment how soon will it be before my payment reaches Axis?

    Cash payments can take up to 5 working days to reach us. Debit and Credit Card payments are processed the same working day. Cheques are processed the day we receive them, however allow 5 working days for the cheques to reach us. Please write your account number clearly on the back of the cheque.

  • What other services does Axis offer?

    Axis offers a range of network features than can be added to your phone line.

  • Does Axis install new lines?

    Axis can install new lines. It takes approximately two weeks. For details of installation charges, please see our Admin Charges section

Moving Premises

  • What do I do if I am moving premises?

    Please contact Axis one month before the move and two weeks at the latest to advise us of details of your move.

  • Can I take my existing phone number with me when I move premises?

    If you are moving within the area covered by your existing telephone exchange, you should be able to take your existing number

  • What are my options if I can’t retain my number?

    There are two options should you not be able to retain your number: Caller Redirect is a recorded message prompting people to your new number. Remote Call Forwarding is a diversion to your new number.

  • What is the cost?

    There may be a cost to transfer your number to a new line at your premises. please see our Admin Charges secition for more information

Common Faults

  • Who should I contact if there is a fault on my line?

    You should contact Axis. Our faults line is open 24/7 contact us on 0844 875 1940

  • Who will repair the fault?

    Your phone line remains part of the BT Openreach/KCOM network and BT Openreach/KCOM engineers will repair your fault. Please see additional information Here

  • How long will it take to repair a fault?

    This varies greatly depending on the nature of the fault, location and engineering availability in the area. Our commitment time is 72 working hours for standard lines. This is the same timescale as a BT/KC customer is offered. Please refer to our Terms & Conditions page.

  • I have no dialling tone!

    Do you currently have an internal telephone system? If yes, please ensure this equipment is checked prior to reporting the fault to us. Have you removed absolutely everything from the MASTER SOCKET and tried one alternative analogue handset on its own? If the problem still persists, please contact our faults department.

  • I have a noisy line!

    Have you removed absolutely everything from the MASTER SOCKET and tried one alternative analogue handset on its own? Have you tried replacing the micro-filter if there is currently one in place? If the problem still persists, please contact our faults department.

  • My line has stopped working since I transferred to Axis!

    Did you use to dial 9 before making a call prior to transferring to Axis? If so, as per the activation letter you will no longer need to do this. If the problem still persists, please contact our faults department.

  • I think my telephone line is crossed with another!

    Have you tried dialling 17070 to ensure this reads back your telephone number? If it doesn’t, please make a note of the telephone number and contact our faults department.

  • Line is ringing but not in my property!

    Have you removed absolutely everything from the MASTER SOCKET and tried one alternative analogue handset on its own? If the problem still persists, please contact our faults department.

  • My telephone number is not recognised when ringing inbound!

    Please contact the faults department to report this type of fault.

  • My telephone line has been damaged!

    Please contact the faults department to report the damage to your telephone line.

  • What is "Line Assurance"?

    When an engineer attends your property to investigate a fault, sometimes, the problem is with your equipment. in these cases, charges are applied to the account to cover the cost of the visit. Line assurance is a £2.45 per month charge (ex VAT)  that is added to your account, per line as default to ensure that you don't receive these charges. You can opt out of this at any time however timescale repair charges can be found Here.

If you need any more information on any of the above questions, feel free to Contact Us.