If you're a Timico broadband customer as a result of the Coms acquisition earlier this year, you should be receiving an email today or tomorrow with some changes to broadband allowances.
Basically Coms broadband usage used to be measured 8am to 8pm with overnight usage effectively being unmetered. On Timico usage is measured on all accounts 24 hours a day. To compensate for this change we're doubling all usage allowances for Coms broadband customers migrating into Timico. So 50GB becomes 100GB, etc. This will bring ex-Coms customers in line with Timico broadband accounts and will take effect from 1st November.
Full email below FYI. I'm happy to answer any questions of course.
Likewise if you receive the email and don't think you should have done please PM me. Likewise if you don't get the email and think you should have done please also PM me.
Coms account code: xxxxxxx
Timico account number: xxxxx
You are hopefully aware that Timico acquired the telecoms business of Coms.com earlier this year. We contacted many customers in June to provide an outline of our integration plans, but we're aware some customers did not receive the letter. Sorry if we missed you the first time!
Coms is continuing to operate from Stokenchurch as a wholly-owned subsidiary, but during the next few weeks will be fully merged into Timico. This email provides some information about Timico, our integration plans and how this will affect you.
Becoming a Timico customer
Timico is a long-established and profitable Internet, Hosting and Communication Service Provider, headquartered in the East Midlands. We employ more than 350 people across seven UK sites, focused on the delivery and 24/7 support of business-grade, Internet services to more than 15,000 customers. You can find out more about us and the clients we already work with at www.timico.co.uk
We've generated you a new Timico account number and we'll give you details of how to contact us for technical support, customer service or sales enquiries. We've hired lots of new staff and are going through training programmes to make sure we're ready to look after your business in the best way possible.
We've already migrated all broadband lines onto Timico's network and all landlines and VoIP services will transition across shortly. Systems and billing integration will happen in October and November. The contractual terms and monthly price for your services will remain unchanged. The only immediate changes relate to the way you settle your invoices from now on:
Direct Debit - no action is required. We should be able to collect your monthly charges using the current mandate, if we can't we'll let you know
BACS transfer - payments must be made to; Santander, account number 01108859, sort code 09-07-20, quoting your invoice number
Cheque - to be made payable to 'Timico Limited'
Credit card - we will not be supporting payment by Credit Card in the future, so we will be asking customers to establish a new Direct Debit mandate with Timico
Coms was in financial and operational difficulties when we acquired their telecoms assets. We're still unravelling some things, so we may not always have your details to hand if you get in touch. But over the next month we'll keep you updated about moving your billing and services fully across to Timico.
Some changes to broadband services
From 1st November 2015 were going to make some changes to broadband services to bring Coms broadband services in line with Timico broadband services.
Timico broadband usage allowances are measured 24 hours a day, whereas Coms broadband usage was only measured from 8am to 8pm. To compensate for this change we are increasing all broadband usage allowances as follows:
Current Coms broadband allowance New Timico allowance from 1st Nov
We are also withdrawing the pay-as-you-go broadband usage top-up facility. From 1st November customers who use more bandwidth than is included in their monthly allowance will no longer have their line speeds restricted. Instead lines will continue to work normally but usage above the included allowance will be charged at £2.25 excluding VAT per GB. From 1st November our MyTimico portal will be available to you, so you can track usage levels and setup usage alerts. You can find out more about our Standard Charges and pricing on our website.
If you have any questions about what is happening, or want to talk to our Customer Service, Technical Support or Account Management teams please reply to this email, call 01636 858919 or visit http://www.timico.co.uk/contact-us