Terms & Conditions

The rights and obligations of Alpha customers.

This policy applies to personal information held about individuals. It does not apply to information that we hold about companies and other organisations.

1. Terms and Conditions of Use of Prepaid Residential Accounts

1.1. Introduction

"We" ("us", "our") are Ehost Ltd is registered in England and Wales. We trade from Alphatelecom, 262 Church lane, London, NW9 8LU.

This document ("Contract") creates a relationship only between "you" (the person who has "signed up" for our "Services") personally & us. The Contract explains the terms upon which we agree to provide & you agree to use our Services. The Contract shall begin when you start using the Services & shall end after you stop using the Services.

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1.2. What is the Account Service?

If you have an Account with us & if your Account is in credit then you can dial (1) our access number & then (2) your account number & PIN. This will enable you to use our telephone network to spend your credit balance on making most types of telephone calls except to Premium rate numbers & personal numbering. The cost of the Call, based on the current tariffs is then deducted from the prepaid credit balance held on the Account.n:

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1.3. Collection of Personal Information

To "Sign Up" to our Services you must fill in all relevant parts of the on-line or paper Application Form or answer our Call Centre's questions. We use details that you give us ("your details") to check your identity. This checking may involve 
(1) risk scoring methods, 
(2) contacting credit reference agencies, &/or 
(3) asking you for documents to prove your identity.

Use of your data: 
We, &, with your permission, may use information that we hold about you, your household members & people who are linked to you financially ("Information"), to 
(1) manage your relationship with us & our provision of the Service to you, 
(2) make decisions about supplying services, 
(3) collect debts, 
(4) prevent money laundering, 
(5) prevent & detect fraud, 
(6) analyse your call data to enable us to offer better Services to you & 
(7) contact you (with your consent) in writing/by phone with information about other services & products that we & our carefully selected partners offer that may be relevant to you. If you want to know more about how we use your Information or to request us to change how we use it then please write to "the data protection officer" at the address above.

Our Liability:
We do not accept liability for death or personal injury caused by our negligence or that of our agents & for any liability arising under Part I of the Consumer Protection Act 1987.

Limits on our liability: 
The Services are provided for residential use only. Much of the Network used to connect your calls is out of our control. Because of these two factors, & subject to point 3.5, our liability is limited to reimbursing you for calls that have failed to connect due to problems within our reasonable control on our network (we are not liable for failures on other companies' telephone networks over which your calls may pass/attempt to pass) & for your reasonable & demonstrable costs incurred as a result of any failures in the way that we have administered the provision of the Services *up to a maximum of* £500 or your expenditure with us in the past 3 months.

Your responsibilities to us & what the Services can be used for: You will remain personally responsible at all times for all use of the Services that is made under this Contract. You must not let and must not let Services be resold or used (1) for any commercial purpose (2) to cause annoyance, inconvenience or needless anxiety nor (3) for any illegal or criminal purpose or (4) to carry anything defamatory, offensive, abusive, obscene or menacing.

Why we may suspend/terminate the Services/ the Contract & what happens if we do: We may suspend the Services &/or terminate the Contract without prior notice (although we will try to give you notice promptly afterwards) if we (a) know or have reasonable grounds to suspect that point 3.7 is not or has not been complied with or (b) are ordered or requested to do so by a statutory body with the power to make such an order or request.

If we suspend the Services or terminate the Contract under point C.8 then you shall reimburse us for any direct losses, costs or expenses that we incur as a direct result of this suspension or termination & in any subsequent recommencing of Services (if applicable). We shall be entitled to apply any credit balances in your Account towards this reimbursement & to seek additional compensation from you if necessary.

We may also end this Contract &/or the Account Service for convenience at any time by giving you a minimum of 7 days notice in writing (which may be by email if you have given us an email address). In instances where the Account Service ends, any outstanding balances will be refunded to the credit/debit card or bank account from which they were paid.

How you can end the Contract/ the Services. When you have Signed Up you then have the right to cancel the Services &/or the whole Contract provided that you send us notice in writing during the "Cooling Off Period". The Cooling Off Period starts on the day when you Sign Up & ends on the 7th working day after you receive the Welcome Pack from us or, if this occurs first, upon the day that you start using the Services.

After the Cooling Off Period you can cancel the Account Service by giving us 3 days notice and/or in the event that a Service accessible via the Account is not used, or the Account is not "topped up", for more than 180 days, we may close your account and the credit remaining on the Account will be automatically forfeited by You.

Call Records:
We do not issue call records. You may inspect your call records via the website http://www.alphatelecom.uk

If you have a complaint or query regarding any aspect of the Services including your invoice, please contact our Customer Services team via the call centre number given in our literature *or on our website*.

Changing the Contract. We will put any Contract changes on the website 2 weeks before they take effect. If you make a prepayment to your Account, after this 2 week period then this will be treated as acceptance by you of the new Contract.

We will send letters & formal documents relating to this Contract by post or by email if we have your email address. Your can write to us at info@alphatelecom.uk or at New Alphatelecom, 262 Church lane, London, NW9 8LU. Emails will only be deemed "delivered" when you have received a non-automated response. Letters will be regarded as delivered 4 days after posting.

If any particular sub clause, sentence, or paragraph ("Part") of this Contract is held to be invalid the other Parts shall continue to be fully effective. Delay or failure by you or us in enforcing your or our legal or Contractual rights will not prevent their exercise or enforcement at a later date (unless the right to do so has been waived in writing). This Contract is subject to English law & to the exclusive jurisdiction of the English courts.

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1.4. Additional Terms Applying to the Account only.

The charges (including connection charges) ("Charges") that will be applied to calls that you make using the Services are available from us on our website www.alphatelecom.uk or by emailing info@alphatelecom.uk or by telephoning our Customer Services team. Please check our Charges regularly.*Rates & billing conditions are subject to change without any prior notice.* Each call's length will be rounded up to the nearest minute at the end of the call in order to calculate the Charge due. The Charge for each call will be rounded up to the nearest 1 pence.

Paying for calls made: 
Charges will be taken from the credit on your Account whenever a call is made by anyone accessing your Account (even if you let them have access by mistake – so be careful). When the credit in your Account is used up the call will be stopped & another prepayment into the Account will be needed before further calls can be made.

Automatic Home Number Access: 
We will enable automatic access from the residential telephone number ("Home number") to your Account to make Calls if you ask us to when you Sign Up but you must control access to the Home number because of point D.2 above.

Your Account Number & PIN:
When you sign up with us, we will issue an Account number & PIN to you & you must keep them confidential at all times. If your PIN number is lost, accidentally given to someone else or stolen then tell us immediately as you are responsible for all calls made until we can freeze your Account. We will freeze your account within 1 call centre opening hour (9am-9pm 7 days a week) of your notification to us.

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2. Terms of Website Use

2.1. Introduction

Ehost Ltd welcomes you to the AlphaTelecom™ web site. By using this web site you agree to these general terms and conditions of use. If you do not agree to these general terms and conditions please leave the site immediately.

Some services offered on this web site require registration. If you register for any service offered on this web site, you should carefully read our Privacy Policy and the terms and conditions applicable to that service. You will have accepted relevant terms and conditions of any service

(i) by completing the registration form;
(ii) when you enter your username and password;
(iii) by entering any AlphaTelecom™ web site, and
(iv) by subscribing to any of our services

The terms and conditions applicable to any service for which you register will take precedence over these general terms and conditions where there is a conflict. If you have registered for any service and at any time and you want to change your details, you should immediately notify any changes to us at info@alphatelecom.uk

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2.2. Disclaimer of all liability

To the fullest extent permitted at law, we do not accept any responsibility for any statement in any published material. You should not rely on any statement that we have published without first making your own enquiries. Nothing in the published material is provided for any specific purpose or at the request of any other person.

To be perfectly clear, we will not be liable for any loss caused as a result of your doing, or not doing, anything as a result of viewing, reading or listening to the published material or any part of it (except for death or personal injury attributable to our negligence) to the fullest extent permitted at law. You can access other sites via links from our web site. These sites are not under our control and we are not responsible in any way for any of their contents.

We give no warranties of any kind concerning AlphaTelecom™ or the published material belonging to others. In particular, we do not warrant that our web site or any of its contents is virus free. You must take your own precautions in this respect as we accept no responsibility for any infection by virus or other contamination or by anything which has destructive properties.

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2.3. Protection of your data

If you indicate on a registration form

(i) that you wish to receive direct marketing material, your personal details will be included in a database compiled for direct marketing purposes. From time to time, you may receive direct marketing information from us or from our partners;
(ii) that you wish to receive email updates only from AlphaTelecom™, your personal details will be included on a database compiled for this specific purpose;
(iii) that you wish to receive direct marketing material or email updates from AlphaTelecom™ but subsequently change your mind, you should notify AlphaTelecom™ customer care at info@alphatelecom.uk As soon after this as is reasonably practicable, we will remove your name from the relevant database.

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2.4 Registration

When you register for any service offered on this web site, you are registering as a personal user. Access to registration areas is via your username and password. Your access to the registration areas of the web site is on the basis that:

(i) your user name and password are personal to you and may not be used by anyone else;
(ii) you will not do anything which would assist anyone who is not a registered user to gain access to any customer account area of AlphaTelecom™;
(iii) you do not maliciously create additional usernames for the purpose of abusing the functionality of the site, or other users;
(iv) you do not seek to pass yourself off as another user by adopting a similar username; and
(v) you comply with these terms and conditions.

If, for any reason, we believe that you have not complied with these requirements, we may cancel your access to the registration areas immediately and without notice to you.

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2.5 Use of published material

For the purposes of this agreement, "published material" includes text and graphics published by AlphaTelecom™, whether it is the copyright of AlphaTelecom™ or any other person. You may download and print extracts from the published material and make copies of these for your own personal and non-commercial use only. You are not allowed to download or print the published material, or extracts from it, in a systematic or regular manner or otherwise so as to create a database in electronic or paper form comprising all or part of the published material. You must not reproduce any part of our published material or transmit it to or store it in any other web site or disseminate any part of the published material in any other form, unless we have first indicated that you may do so. In certain other circumstances we may allow you to distribute or reproduce other parts of any of our web sites and published material. Please emailinfo@alphatelecom.uk if you wish to apply for permission to do so.

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2.6 Material belonging to others

You may see advertising material submitted by third parties on our web sites. Individual advertisers are solely responsible for the content of the advertising material that they submit to us, including compliance with relevant legislation. We accept no responsibility for any error, omission or inaccuracy in the content of advertising material belonging to other persons. If you want to advertise on any AlphaTelecom™ web site, please email us atinfo@alphatelecom.uk

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2.7 Modifying these terms and conditions

We may modify these terms and conditions from time to time. Please ensure that you review these terms and conditions regularly as you will be considered to have accepted a change if you continue to use the site after the changed terms have been published on the site. Any changes will be posted in section headed "Modifications" below.

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2.8 Service Interruption

Although we will do our best to provide continuous, uninterrupted access to the AlphaTelecom™ services we cannot and do not guarantee this. We accept no responsibility or liability for any interruption or delay.

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2.9 Ending an agreement to provide services

If any agreement under which you are entitled to receive any services is to be ended, an email will be sent to your registered address stating that such agreement has been terminated and that your user name and password are no longer valid.

Termination will be effective from the moment when we send the email and we will have no liability to you other than to refund any sums that you have paid to us which have not either:
(i) been used to pay for services that have been provided to you; and/or
(ii) been retained by us (when applicable) as reasonable compensation for our administration costs and losses incurred as a result of those of your actions or inactions that lead to our decision to terminate the provision of the service to you.

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2.10 Law & Jurisdiction

This agreement is governed by English law and the parties agree to submit to the non-exclusive jurisdiction of the English courts.

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3. Copyright Notice

Your rights and obligations when on the AlphaTelecom™ website.

"alphaTelecom™" is a trade mark of and licensed to Ehost Ltd.

All information and images on this website are provided by Ehost Ltd, its affiliates, independent content providers and third parties. The contents of alphatelecom.uk are copyright © Ehost Ltd or its affiliates, independent content providers or third parties. All rights reserved. The contents of alphatelecom.uk cannot be reproduced, modified, distributed, republished, downloaded or transmitted in any form or by any means without the prior written permission of Ehost Ltd.

All the material and content contained within or provided by alphatelecom.uk is for your own personal use only and shall not be used for commercial purposes or distributed commercially.

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4. Consumer Code of Practice

4.1 SECTION 1 – Who we are

Includes information on what we offer, contract terms, our marketing, making you welcome, your phone number, your right to privacy and reviewing the code

This Code of practice describes our telecommunications services and products, our pricing and charging methods and how to contact us and other independent telecommunication organisations.

All of our services are subject to availability and may be modified from time to time.

If you require this Code in an alternative format or if you have hearing or speech difficulties, please contact us atinfo@alphatelecom.uk

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4.1.1 What we offer you

We offer prepaid telephony services (residential telephone, personal mobile and personal internet services)

Fixed line :
To reduce the cost of your home telephone and internet bills, we have a choice of prepaid price plans with extra services. You can even use your mobile to access our low international rates.

Internet :
We also offer a metered internet dial up service.

Directory Enquiries :
To find out more about our prepaid services, offers, prices and call rates, visit our website athttp://www.alphatelecom.uk or just call Phone Number.

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4.1.2 Our contracts

Residential Fixed Line
There are no fixed contract periods for any of our fixed line products.

Dial-up Internet
There is no fixed contract term for our dial-up Internet product. However, if the service is not used for a consecutive period of *90 days* it will be suspended.

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4.1.3 Our marketing

We make most of our sales through public advertising (retail stores, tube panels etc.) and referrals.

Our Customer Services team are knowledgeable about our products and services. To get the product or service that best suits you just ask them to recommend the products and services they think will suit you best. They can advise you how best to use the product or service you've registered for.

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4.1.4 Making you welcome

When you register with us, you'll receive a welcome pack (including terms and conditions of use) that tells you what you need to know about our products and services, including:

» your account details
» managing your account
» call rates

From time to time you may also receive information about:

» our terms and conditions
» service changes
» new products
» offers
» changes in call rates and any additional charges

through mailings, SMS messaging, telephone and updates on our website. You can also talk to one of our Customer Services team on Phone Number

You can choose whether you want us to keep you up to date, when you apply and register with us. You can change our mind at any time. Just write to us, call our Customer Services team on Phone Number or access your account on line at http://www.alphatelecom.uk

If you require any information please visit our website at http://www.alphatelecom.uk

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4.1.5 Your right to privacy

Fixed line
You may choose how your phone number will be displayed by contacting your telephone line provider. When you make outgoing calls using New alpha we are obliged to provide Calling Line Identification (CLI) services when routing your calls through our network. However,

» If you have choosen to prevent your phone number from being displayed when making a call, having made arrangements with your fixed line provider, we will continue to provide this service to you.
» We cannot guarantee that all calls from your fixed line will display your calling line identification when calling mobile or overseas numbers.

Malicious and nuisance calls 
If you are receiving calls of this nature, please contact your line provider who will be able to work with you to take action against these often distressing calls It is important to distinguish between the two types of problem phone calls. One can be a serious criminal offence, whilst the other, however annoying, is not. Nuisance Calls can range from an excessive amount of wrong numbers to persistent unsolicited calls.

Malicious Calls may be a criminal offence under section 127 of the Communications Act 2003. A malicious call can be identified by its content. Malicious calls are calls that have abusive language, obscene suggestions, or personal threats. Remember be alert and take precautions.

Telephone answering messages 
Take care when recording greetings, because malicious callers can obtain information about you. Keep your message as general as possible and follow the manufacturers or the service providers instructions.

Anonymous calls
There are facilities that will allow you to reject any calls which do not display the calling number. Your telephone line provider can install such a facility or provide such a service and it can be switched on and off at any time by following simple instructions. However, there may be a charge for this service.

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4.1.6 Reviewing of this Code

We will review and up date this code (where required) on an annual basis. In conducting a review we will take into account the comments and feedback made by our customers.

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4.2 SECTION 2 – Prepayment and accounts

Informs you of your prepaid account, how to pay, accessing our service, itemised call records, billing queries, your rights and how to cancel your service

You must establish an account with us to receive prepaid telephony services

You can view your prepaid account online.

Recent payments and the current balance on your Account will appear on your Account

4.2.1 How to pre pay

Methods by which you can pre pay your Account are:

» Credit card
» Debit card

You can top up over the telephone online at www.alphatelecom.uk

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4.2.2 Other charges

Note that if you change your price plan will make a small charge as set out in the Welcome Pack

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4.2.3 Accessing our service

AlphaTelecom™ will issue an Account Number and a PIN to a Customer who has opened an Account. The Customer must at all times keep the Account Number and the PIN confidential and not give it to anyone. The Customer is liable for unauthorised use resulting from disclosure of the PIN.

The Customer will register a residential telephone number with newalpha to enable automatic access to be made to his or her Account to make Calls from that residential telephone number. The Customer will be liable for all Charges incurred through the use of this automated access by the Customer or by any other person whom the Customer enables or permits to access an Account and the Service via the Customer's residential telephone number. The Customer must therefore ensure that they take care to control access to the registered residential telephone.

The Customer is not responsible for Charges arising after New alpha has received notification of termination from the Customer or notification of loss or theft of an Account Number and/or the PIN. The Customer is responsible for Charges arising from Calls made until one hour after New alpha is notified of such termination, loss or theft

The Service may only be used in accordance with New alpha's reasonable written instructions. The Service is made available to the Customer on condition that the Customer does not re-supply or resell or otherwise make the Service available to any person on an arms-length commercial basis, and that the Customer does not use the Service in any way or for any purpose prohibited by law.

Itemised Call Records
AlphaTelecom™ does not issue itemised call records. You may inspect your itemised call record by accessing your account online at www.alphatelecom.uk and as described in your welcome pack.

Call records show

  • » the time of the call
  • » the duration of calls over 1 minute
  • » the date of the call
  • » the called number
  • » the destination of the call
  • » the cost of the call
  • » call origination

Charges are calculated in accordance with AlphaTelecom™'s current tariffs in real time (at the time the call is made) Charges for each call are deducted from the value of credit in your Account as calls are made. When the credit in your Account is used up the Call will be discontinued and an additional prepayment must be made to the Account if you wish to continue to use the Service.

Billing Queries 
For charging queries please call our Customer Services team on Phone Number for an explanation of the charges or, if necessary, investigate the matter further.

If we agree that we have made a mistake, we will adjust your account accordingly. You can also e-mail us at info@alphatelecom.uk or write to us at:

Customer Services
New Alpha Telecom
262 Church lane, London, NW9 8LU.

Please note that we do not provide our customers with access to premium rate call services using the prefix 090. If you require information about premium rate services contact the Independent Committee for the Supervision of Telephone Information Services (ICSTIS) which regulates the content and promotion of premium-rate services through an industry code of practice. ICSTIS telephone number is listed in Section 5 below. You can also see the ICSTIS code of practice on their website at www.icstis.org.uk

When you register with us as a customer for our services you will have to agree that we can carry out credit and fraud checks against your personal details. We use other agencies to collect this information and we will pass your personal information to outside credit reference agencies, anti-fraud agencies and their customers. Details can be obtained from our Customer Services team.

In some cases, we may need proof of your identity (for example, if you've moved recently, we may not be able to find your credit history). We will return any documents to you as quickly as possible

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4.2.4 Protecting your rights

Privacy policy
Your privacy is important to us. We aim to provide services that not only meet your personal requirements but also protect your privacy. We explain how we do this in our privacy policy. To get more information about our policy, visit www.alphatelecom.uk or call us on Phone Number.

Your personal information
Your account details and personal information are covered by the Data Protection Act 1998. You can access your personal information, as well as information on how we process it. All you have to do is fill in a 'subject access form' and pay a fee of £10 to cover administration costs. Once we have collected your personal information together, we'll send it to you as soon as possible (within 20 days from receiving your request).

Keeping your information secure
To make sure we keep our customer's personal details secure, we have an identification procedure in place for all incoming and outgoing calls... As an account holder, you will need to confirm your password or three items of identification for us regardless of whether you call us or we call you.

You should keep your password secure and confidential at all times. However, if you give your password to someone else, you agree that they can access your account if they correctly quote your password to us. Tell us immediately if you think that an unauthorised person has gained access to your password. No-one may get access to or reveal your personal information without your authorisation. We may record or listen to calls to train our staff and to make sure they are following this code of practice.

Cancellation of your service 
You can cancel your fixed or dial-up Internet service over the phone, by fax, by e-mail or by mail to the following address:

Customer Services
Alpha Telecom
262 Church lane, London, NW9 8LU.

We may suspend and/or disconnect your Service at our discretion. We will first inform you if we are going to suspend or terminate your access to your Account and/or to the Service.

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4.3 SECTION 3 – Faults, complaints and feedback

Covers information how to report Faults, what to do if you have a complaint. We welcome your comments.

Fixed line and extra services
If you have any problems accessing our services, you can report them by calling us on Phone Number or by visiting our website at http://www.alphatelecom.uk Within *48 hours *of logging your problem, we will try to contact you to sort it out or to let you know what the situation is. If we cannot sort out the problem within *48 hours*, we'll try to contact you *within every 48 hours to keep you informed.

Do you have a complaint
To make a complaint call us on Phone number to speak to Customer Services. Questions or complaints can usually be dealt with in this way. However, if you are not fully satisfied and require further assistance you can ask to speak to a team leader and if you are still not satisfied to the call centre manager. You can also send your complaints to:

Customer Services
Alpha Telecom
262 Church lane, London, NW9 8LU.

We welcome customer feedback about our service. If you have a compliment or not we encourage you to contact us by phone, email, letter or online via our website at http://www.alphatelecom.uk

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4.4 SECTION 4 – Dispute Resolution

Covers information how to report Faults, what to do if you have a complaint. We welcome your comments.

Independent advice
You should always contact us first If you have any problems or concerns, We will always do our best to resolve any problems. Where we are unable to help or if you would prefer independent advice, you can contact Otelo (Office of the Telecommunications Ombudsman). Otelo investigate customers' complaints about telecoms services fairly and it is a free service.

AlphaTelecom™ is a member of Name and must respond to Otelo enquiries and accept their decision on complaints.

262 Church lane, 
NW9 8LU.


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4.5 SECTION 5 – Tariff Information

In presenting tariff information Ehost Ltd is required to adhere to the principles set out in the ComReg Code for Tarrif Presentation.

This Code requires the presentation of accurate and comprehensive tariff information that is accessible to the consumer. complies with the Code, a full copy of which can be accessed on the www.comreg.ie

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5 Additional Terms Applying to the Account only

5.1. Money back guarantee

Money Back Guarantee applies only to AlphaTelecom™ Pinless Calling customers. If, as an AlphaTelecom™ Pinless Calling customer, you experience any quality related issues whilst using the service, you are advised to immediately report the problem to the customer care services team. In order to claim under the Money Back Guarantee, you should not have made more than two calls with a total of five minutes duration. The final decision regarding eligibility for the refund is at the discretion of the company. No further correspondence will be entered into regarding the company's final decision.

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5.2. Calling rates from 1/2p per minute

The 1/2p per minute (1/2p/min) rate applies to a wide range of destinations. However it does not cover all destinations. The call rates also vary between the different packages i.e. Alpha Pinless Calling. It is recommended to check the latest tariffs before making calls.

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5.3. FREE access number

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5.4. Bonus and Offers

AlphaTelecom™ offers free bonus for referring a friend and for opening an account with minimum value of £50. Both of these bonuses cannot be claimed simultaneously by a customer. Customers can draw benefit only from any one of these two schemes. However please note this is subject to change and without notification."Limited time offer" is applied for 21 days only after that period standard price will apply.

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