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FAQ

General Information

• What is trueroots International Calling Service?

  Trueroots International Calling Service, from Tata Communications, is a long distance calling service which allows individuals to make international calls from the UK to destinations abroad. This service is available on prepaid basis. Thus, you as a customer, can open individual accounts on your telephone and enjoy cost effective local and international calling with great voice clarity and no disconnections at economical rates.

• How do I sign-up for this service?

  Sign-up is simple. All that you have to do is log onto our website www.trueroots.co.uk and fill in the required information. You can also call our toll-free customer service number 0800 635 8181 or toll 0207 177 7373 and one of our friendly customer service executives will help you sign-up.

• How long does it take to activate my account?

  Activation is immediate for prepaid services.

• Where is the trueroots International Calling Service available?

  Trueroots, from Tata Communications, is available in all parts of the UK. You can access trueroots International Calling Service from any part of the UK using a touch-tone phone and call the world - provided you are a registered user.

• Can I use this service from outside the UK?

  Yes. This service is also available from US and Canada.

• Is the service available from all parts of the UK?

  This service is available from all parts of the UK.

• Is there some area that has not been covered?

  We have covered all parts of the UK.

• Where can I call using this service?

  You can call anywhere in the world using this service.

• Can I call within the UK using my home account?

  No, you may not call within the UK using your home account.

• Can I call an overseas mobile number using my home account?

  Yes. You can call any International mobile number provided the receiver has no incoming call restrictions.

• What is your UK office number? I have a wholesale inquiry!

  Please give email us your contact in the UK and we shall ensure that someone from our UK office gets in touch with you.

Product

• Is there any physical calling card which I can buy?

  No. The current service is an online international calling service where you would be provided with a user account and PIN associated with your account.

• What are the pre-paid plans?

  You can buy the prepaid account in following denominations: £5, £10, £20, £50 & £100.

• Is there any prepaid international calling card that I can buy?

  We do not have a prepaid international card that you can buy at the moment.

• Is there any monthly fee for prepaid plans?

  No. There is no monthly fee or any other maintenance charges associated with our prepaid plans.

• How do I get started?

  Register for the service at www.trueroots.co.uk. Alternatively, you could also call our customer service number 0800 635 8181 and one of our agents will help you register. Once you are registered, and verification and payment is made, you would be given an account and PIN which will allow you to call from any part of the UK to destinations abroad.

• Is there a validity period on your purchase?

  Yes. The validity period is as follows:

  • Your new account should be first used within 6 months from the date on your purchase.
  • Once you have made your first call, your account is valid for 12 months.
  • The validity period of your account is updated to 12 months every time you manually Top-up or Auto Top-up your account.

• Why should I Auto Top-Up my account?

  By signing up your account for Auto Top-Up, you'll never have to worry again about running out of minutes. Choose a denomination of your choice (£5, £10, £20, £50 or £100) and when your account reaches £2, it will automatically be recharged. To sign up for Auto Top-Up, simply click on My Account.

• In what denominations can I top-up/recharge?

  You can top-up/recharge in the following denominations: £5, £10, £20, £50 & £100.

• What is the validity period of the top-up/recharge?

  Your account gets activated immediately and there is a validity period of 12 months from the date of top-up/recharge.

• What is Auto Top-Up?

  When you sign up to Auto-Top Up, you will never run out of minutes when talking. You can select a monetary denomination of your choice (£5, £10, £20, £50 or £100) and when your account reaches £2, it will automatically be recharged with the pre-selected denomination that you have chosen. If you are placing a call at the same time as your balance reaches £2, your account will not be automatically recharged. A beep will be heard 15 seconds before you run out of minutes. For the Auto Top-Up feature to replenish your account, you must end your call. You will need to wait 2 minutes to allow your account to replenish itself before placing another call. To sign up for Auto Top-Up, simply click on My Account.

• From what phones can I call?

  To make a call from the UK, you can pick up any phone - whether a landline or a hand-phone. The access number to access your account is toll-free 0800 635 8282 or toll 0207 177 7272.

• Is 0800 635 8282 a charged access or a toll-free phone access number?

  It is a toll-free phone number.

• Why is the trueroots International Calling Service superior in quality?

  We carry every single call on the Tata Global Network with our own cables and satellites around the world. As the largest International wholesale voice carrier in the world, we have a true hybrid network that is both TDM and VoIP. Supplying voice solutions to more than 1 500 carriers worldwide, we deliver 30 billion minutes of traffic annually to more than 240 countries and territories. With such strengths, it's no wonder why every call placed with trueroots is superior in terms of voice quality.

• Can I send faxes using the calling service?

  Yes you can. All you have to do is dial the access number from your fax machine, your account number and then the destination number. This service would help you save money on international faxes.

• What is CLI?

  CLI is Caller Line Identification. It is the location from where the call originates.

• What is pin-less dialing?

  PIN-less dialing is a feature that saves you the hassle of entering your 12-digit pin number prior to dialing your destination number. Once you’ve registered a maximum of 3 CLIs (“Caller Line Identification”) that you are calling from – a home line, mobile phone or office line – just dial the access number followed by the destination number you wish to call. Log on to My Account and click on Accounts Settings to register your CLIs.

  In the event that your phone provider does not match your phone number correctly, we might ask you to enter your PIN number when you make a call.

• Can I use this PIN-less service from my office PBX?

  No. The called access number would not recognize your CLI, and you would not be able to use the PIN-less service. However, you can still use your account by dialing the 8-digit account number + the 4-digit PIN followed by the international destination number.

• Do I have to register separately for the PIN-less service?

  No you do not have to register separately. You just need to use your registered phone for the PIN-less dialing.

• Can I dial only a free phone number to use pin-less dialing or can local access numbers also provide this facility?

  If you are dialing from your registered phone number, then all access numbers that you use can offer PIN-less dialing facility.

• How many consecutive calls can I make from an unregistered phone?

  You can dial up to 3 numbers after dialing the toll-free number from a registered CLI or after once dialing the PIN Number from an unregistered phone.

• What is abbreviated or speed dialing?

  You can configure up to 5 numbers on your telephones for frequently called numbers, and can thereafter dial these numbers instead of dialing all the numbers while making a call.

• How many numbers can I store using abbreviated dialing?

  You can store up to 3 numbers on your account for frequently called numbers.

• Can I increase or reduce the numbers which I can register?

  Yes you can. All you have to do is logon to your account and manage the account personally to change the registered CLI.

• What are the free phone numbers which I can dial?

  To access your service, dial toll-free 0800 635 8282 or toll 0207 177 7272. To register with customer service, dial toll-free 0800 635 8181 or toll 0207 177 7373.

• What additional facilities do I get using the calling service?

  We offer you the following benefit over the basic service:

  • Fax Facility: Customers can send fax messages using the International Calling Service account. The customer can call the fax number of choice through the usual procedure of using the account, and then send the fax message upon receiving the appropriate tone.
  • Online Account Access: Customers will have online access of the status of their account, and details of calls they made.
  • Follow-on calls: Customers can dial up to 3 numbers after dialing the toll-free number from a registered CLI or after dialing the PIN Number once from an unregistered phone.
  • Abbreviated Dialing: Customers can configure up to 3 numbers on their telephones for frequently called numbers, and can thereafter punch these numbers instead of dialing all the numbers while making a call.
  • Last number redial: The customer can redial the last number dialed by simply pressing # 1.
  • Manage CLI: The customer can change his registered CLI on the website and the new CLI would be credited with the balance.
  • Top-up/recharge while on the call: When the credit balance reached zero, the calls will be disconnected, and then automatically connected to the call center so that a customer service agent can take an immediate request for Auto Top-Up.

  Visit our Features page for details on all the trueroots International Calling Service features.

• How would sending a fax using the trueroots International Calling Service save me money?

  You would be charged as per the calling service international call rates. These rates are much cheaper than the normal faxing rates.

• Can I call premium rate numbers using your service?

  No. Our service enables you to call landlines or mobile phones. Directory inquiries, premium rate numbers and satellite phones cannot be called using our service.

• What is difference between an international calling card and the trueroots International Calling Service?

  There are many advantages to trueroots International Calling Service by Tata Communications but the 3 key points of difference between an international calling card and trueroots are:

  • No need to scratch cards each time you purchase a new one and enter the pin number before you make the call by registering your CLI.
  • You can see how and where you spend your minutes by logging into your account. This gives you more transparency in billing compared to a calling card.
  • No hidden charges, maintenance fees, connection fees, etc.

• How is your service different from premium rate service (PRS), which allows people to dial from their Telephone service provider phone without any pin number, credit card and per second billing?

  When you dial a PRS number, you start paying as soon as the PRS number is connected to the service provider. This means you pay for the welcome greeting, the time you take to dial the number and the waiting time before you actually speak to the opposite party. You are also billed if the number is busy or keeps ringing at the opposite end. Hence, you often end up paying even if you have not spoken a single word. Several PRS providers often delay the time duration it takes to connect your call in order to increase your waiting time (i.e. your phone bill increases as well). With trueroots International Calling Service, you start paying only when the other party lifts the receiver to answer your phone call.

• Do you offer unlimited UK national and local calls with savings on international calls with trueroots International Calling Service?

  We offer huge saving on national, local, and mobile calls and International phone calls on our service. However we do not currently offer unlimited UK national and local call facility on our product.

• Do you offer directory inquiry services on your product?

  No. We don’t offer directory inquiry service on our product.

Customer Service

• What numbers do I dial for customer service?

  You can reach the customer service department by dialing toll-free 0800 635 8181 or toll 0207 177 7373.

• Am I charged when I call customer service?

  0800 635 8181 is a toll-free phone number.

• Do I have other means of reaching customer service?

  You can also reach customer service on our website. A customer service agent will assist you within 24 hours to address your issue.

• How do I provide feedback?

  You can provide feedback in the customer service section of our website. Someone from our team will contact you within 24 hours.

• Can a customer care agent register on my behalf?

  Yes, the customer care agent can register on your behalf. Just call toll-free 0800 635 8181 or toll 0207 177 7373 and they will do the rest for you.

• How can I close my account?

  If you no longer want to continue with trueroots International Calling Service, call customer service and ask for a discontinuation for the service. The account will be discontinued immediately.

Website and Registration

• Why should I register on your website?

  Registration is mandatory to use the service. This would also help you to get more benefits from the service such as continued and undisrupted usage. Moreover, we would also be able to service you better if you ever encounter any issues.

• How do I register on your website?

  All you have to do is log onto our website, www.trueroots.co.uk, and register for the service you would like. You can also call our customer service at toll-free 0800 635 8181 or toll 0207 177 7373 and they would register for you on your behalf.

• I want to open an account on behalf of someone who can’t speak English very well. I would be using their credit card use to open this account. Is it OK if I am not the person whose card is being registered with you?

  Our customer care agents are fluent in several other Indian languages besides English so people from Asian sub-continent should not have a problem accessing our service or speaking to anybody for clarification. However they still wish for you to use their credit card to open their account, customer care will require you to have their permission to use the card on their behalf.

• Can I register any phone later?

  Yes, you can add and remove as many CLIs as you want on your account and manage them at your will provided there are not more than 3 different registered CLIs at any time.

• Can I change my registered phone?

  Yes you can, as long as the primary registered phone number is not associated with any other trueroots International Calling Service account.

• Can I manage my account online?

  Yes. Please log onto www.trueroots.co.uk, and enter your details on the My Account page.

• How do you keep my information private and only to yourself?

  Our privacy policy and terms and conditions are reflected on our website. Thus you could be absolutely sure of the integrity of your personal information shared with us.

• Do I have to give my credit card details on your website?

  Yes, a credit card is needed to register. You could either choose to enter your credit card details on our secure website or to give your credit card details to one of our customer care agent while registering over the phone. Payment verification would be necessary for the registration process.

• On what basis do you verify my details?

  We verify your details by matching the credit card number with the address provided to us by you. If the credit card used is approved for payment, we allow you to proceed further to use our service.

• How do I log onto my account?

  You can login by using your username and password provided when you signed up for the service.

• Can I get the usage details of my service?

  Yes, we provide you with your usage details on the website. Please log onto www.trueroots.co.uk, and enter your details on the My Account page.

• How frequently do you update the call details on the website?

  You will be able to check details of calls made through the My Account section on the website. All details are made available instantly.

• May I choose what communications I receive?

  We occasionally send an email newsletter to trueroots International Calling Service members to highlight features of our service. You can elect not to receive communications from us, either when you register or by noting your preference in response to communications from us

• What if I have to review or change the personal information I previously disclosed?

  We encourage trueroots International Calling Service customers to update and edit their personal information and keep it current. You can easily correct or update your personal information at any time on the My Account page.

PIN

• I have forgotten my PIN. Can you help?

  For change of PIN you can log onto the website and ask for a pin request. Provide us with your email address, and your PIN will be sent to you immediately.

Billing

• What different payment options do you offer?

  You can pay us using the following methods: Credit/Debit card by online payment or calling our customer service

• Is the payment inclusive of taxes?

  No, taxes are extra. The total amount including taxes will be provided during registration.

• What am I charged for a call from the UK to other countries?

  We offer one of the most competitive rates in the industry. The same rates are available on our website ‘Rates’ section. View the rates.

• How do you calculate rates?

  We calculate rates based on the country you are calling to. Calls are charged on a flat rate basis regardless of what time or day of the week you call. These rates are available by clicking on the link ‘Rates’ on the homepage of www.trueroots.co.uk. View the rates.

• Are the rates different for calls made to landline or mobile phones?

  Rates for calls made to landlines and mobile phones are dependent on the country you are calling.

• How is it competitive to the other calling card services available in the market?

  Our organization’s aim is to provide the highest quality service at the most reasonable price. Our rates are highly competitive compared to other service providers.

• Is there any surcharge on calls made using your service?

  No, calls made from a standard landline using a free phone number or a local access number would not attract any surcharge.

• Are there any hidden charges on your product?

  There are no hidden charges associated with the trueroots International Calling Service.

• Is there a charge for calls made to a busy phone number?

  We do not charge you until the actual connection to the called party is established. Thus, calls to a busy phone number would not be charged. However, if the calls are answered by an answering machine, charges will apply.

• What is the difference in tariff if I access your service using a 0207 access instead of 0800 access? Will I get more minutes or a better rate if I call 0207?

  The rate on 0207 access is normally lower than the 0800 rate. Therefore, you should effectively get more minutes on 0207 access.

• Are calls to 0800 numbers included in my mobile tariff?

  Calls to 0800 numbers on a contracted mobile are not included as a part of free minutes. They are charged at standard rates. However it is best to confirm this with the mobile service provider.

• I am a pay-as-you-go customer. Is 0800 number access free in my case?

  Calls to 0800 from a pay-as-you-go phone will be charged at standard mobile rates depending on the plan you have chosen. No free calls are allowed on pay-as-u-go network except emergency calls and calls to the service provider. It is best to check with your service provider on rates before you make a call to our access numbers.

• My credit card has a UK billing address – however, I am in the US at the moment and would like to buy your service. Is it possible to use my UK credit card to make online purchases in the US?

  You will need a registered UK address linked to your UK credit card to buy our service. Unfortunately for your own security we don’t accept card issued in other countries with no registered address in the UK.

Security

• How secure are your payment gateways?

  We use international standards of 256 bit encryption to allow complete security of your payment details. This is completely safe.

• Are there any security issues if I register on your website?

  No. We have taken utmost care in providing with the latest encryption technologies to help you have a secured connectivity.

• What information does www.trueroots.co.uk receive and how do you use it?

  When you register as a trueroots International Calling Service customer, we ask you for your name, contact information (telephone number, email), preferences, and some demographic information. This information lets us provide personalized services for you in order to improve our level of service and to better meet your need for international phone services. Like most websites, we use small bits of data called cookies, stored on users' computers to simulate a continuous connection. Cookies let us "remember" information about your preferences and passwords and allow you to move within our website without reintroducing yourself. Recent versions of browsers let you easily see and control cookies.

• May I choose what information I disclose?

  While we need certain information to register you as a unique user and let you access personalized services (e.g. My Account), other requested information is optional and may be given at your discretion.

• Do you collect Non-Personally-Identifiable Information Automatically (IP Addresses)?

  Yes. Collection of IP addresses allows us to monitor fraud on our website.

• What happens with the data I provide to you?

  VSNL Telecommunications (UK) Limited (collectively “Tata Communications”, a part of TATA Group) is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement.

• What kind of security is used to protect my information?

  We store all user information in secure databases protected by a variety of access controls. This data is accessed only for the purposes specified in this privacy statement. We maintain security measures to protect your information from loss, misuse and alteration of information under our control. Our site employs SSL 256 bit encryption when private information is passed from you to us. The level of encryption you ultimately obtain is dependent upon your browser's capabilities. Our customers' credit card information is encrypted in our database. We only have access to the last four digits of the credit card number visible to the employees. The full credit card number is passed only to the bank during the authorization process.

• Who has access to my information?

  We do not share personally identifiable data with other companies, except as necessary to fulfill a transaction you have requested (i.e. your credit card company). We may be required by law to share such information in response to legal process, such as a court order or subpoena.

• What about children's information?

  Children may not use or register for any trueroots International Calling Services that require personally identifiable information. The minimum age of registration is 18 years.

Rates