Frequently Asked Questions

Answer: You can set up email billing. You can do this by raising a ticket on your account detailing the email address you would like your bills to be sent to or alternatively, you can call 08001955115

Answer: Recurring Charges are services which billed on a regular basis (monthly, quarterly or annually). These charges tend to be for: Line Rental, Broadband Charges, Maintenance Charges etc .

Answer: These charges are figures which have been passed from BT Openreach to Pace Telecom for charges incurred for a missed BT Openreach Engineer callout. The value has been worked out by BT and this has been charged to Pace Telecom who then passes the charge to you. If you need to query these charges then please raise an internal ticket on your account or alternatively contact our customer service team on 08001955115 where we will query the charge with Openreach on your behalf .

Answer: Invoices will be despatched on or around the 20th of each month

Answer: A link to our terms and conditions information is contained at the bottom of the website .

Answer: Pace Telecom, Unit 2, Zenith House. Gresford Industrial Park. Wrexham. LL12 8LX

Answer: Direct debits will be taken from your bank account on or around the last working day of each month.

Answer: Account Name: Pace Telecom Ltd Sortcode: 40-20-80 Account Number: 40002496

Answer: There are some quick checks that you can do to help identify the problem Check you are dialling the correct number Could your liine have been restricted due to a billing issue? Prefix the number you are dialling with 1280, this will force the call over an alternative network. If this does work there is an issue with our network and you need to report this as a fault either through online fault logging or contacting us on 08001955115

Answer: This can be caused by a number of issues other than a fault on the line. You can perform some quick basic checks youtself which may resolve the issue and prevent an unnecessary engineer visit and charges. Cordless handsets - If you have a cordless phone, please check that it is fully charged. Handsets - Make sure that all phones connected to the line are on the hook and that all of the cables are plugged in securely. If you only have the problem with one handset on the line, it is likely that the handset iteself is faulty rather than the telephone line. Keep the handset unplugged and try a different handset in the socket. If this works, this shows that there is a problem wth the handset. Wiring - It may be possible that there is a problem with the wiring to extensions in your property, for this reason you should unplug any extensions and test the line from the master socket (this is usually located where the line enters the building). If it works from the master socket, then there is a problem with your internal wiring. If you telephone system and wiring is maintained by Pace Telecom, please contact us on 08001955115 or raise an internal ticket on your account.

Answer: This issue does not necessarily mean that there is a problem with the telephone line. There are some quick checks that you can do yourself to help identify the problem Cordless handset - Please check that this is fully charged Broadband line - If the noise you are hearing sounds like a hiss, check all equipment connected to the line has a micro-filter attached. Absence of a micro-filter can result in interference and noise on the line. If you would like to order one please contact us on 08001955115 or alternatively you can raise an internal ticket for us to deal with on your account. Are all handsets affected - If the noise only occurs on one phone, it is likely that there is a fault on the handset. Keep this handset unplugged and try another handset in the socket, if this works the handset is faulty. If you are still experiencing this issue, you can log a fault online through your account, raise a ticket for us to deal with or alternatively call us on 08001955115

Answer: CLI stands for: Caller Line Identity, which is just a Telephone number.

Answer: Pace Telecom require 30 days written notice prior to contract renewal. This can be sent by letter to: Pace Telecom Ltd Unit 2 Zenith House Gresford Industrial Park Wrexham LL12 8LX Or via email to: service@pacetelecom.co.uk Please note that Pace Telecom cannot accept responsibility if your cancellation request is not received via Standard Mail unless this has been sent via recorded delivery and proof of delivery can be provided to Pace Telecom. Please also ensure that you specify if you wish your service to be transferred (moving to another provider) or cancelled (if no longer required and needs to be completely ceased). If you are cancelling the service, please specify if you would like the service to be ceased: immediately, at the end of the 30 days or specify a date that you require this.

Answer: Whilst the handset is still switched on take the battery out for a few seconds then replace and switch back on.

Answer: If your mobile account is with Pace Telecom you will need to contact us so we can contact the network provider and get a PUK code. We will then advise you of this which needs to be entered into the handset and this will unlock it. You can contact us by using the online ticket section in your account or alternatively call us on 08001955115

Answer: You will need to contact us by raising an internal ticket via your account or contact us on 08001955115. We will then be able to advise you of the best voice/data tariffs available .

Answer: You may have received notice of an increase in cost on some of our mobile services. An increase of 3.2% will be applied to your O2 line rental from March 1st 2013. This is a direct cost being passed on from the mobile network. As we do make it a priority to inform all customers of scheduled price increases, sometimes communications can be missed or contact addresses change resulting in these messages not reaching 100% of our customers. If you need to query these charges then please raise an internal ticket on your account or alternatively contact our customer service team on 0800 195 5115.

Answer: You need to contact us as soon as possible so we can report this to the network provider. We will place a suspension on the SIM card to prevent any calls being made. If you have insurance you will need to contact your Insurance Company in regards to a replacement. If you wish to purchase a new handset please visit our online shop or alternatively call us 08001955115

Answer: Please check that the SIM has been put into the phone correctly. If this is in correctly and you are getting this message it means the SIM card has not been activated. Please call us by raising an online ticket via your account or alternatively call us on 08001955115 and we will activate this.

Answer: You can check the coverage in your area by going to http://ukmobilecoverage.co.uk

Answer: 10p ex VAT

Answer: On your phone press menu-options-status or press ALT-SHIFT-H

Answer: EDGE technology - Enhanced Data GSM Environment (EDGE) is an improved version of 2G technology. This is not quite as good as 3G

Answer: Approx 500 emails. Plus 30 hour internet browsing, plus downloading of 50 documents

Answer: Unfortunately not, we would need a trained engineer to complete this. Please raise an internal ticket through your online account or call us on 08001955115