Please find below the list of our non standard charges, please also refer to the notes below the table relating to the relevant service charges.
| Service Charge | Charge (excl.VAT) |
|---|---|
| Replacement SIM card | £3.50 |
| Interactive Voice Recording (IVR) | Prices available upon request |
| Amendments to Interactive Voice Recording (IVR) | Prices available upon request |
| Memorable Number | Prices available upon request |
| Payment Failure/Non Payment [1] | £5 |
| Early Termination Fee [2] | £25 |
| Number Porting Fee (Single Line) Fees apply for both porting in and out [3] | £20 |
| Number Porting Fee (Multi Line) Fees apply for both porting in and out | £50 |
| Failed Port Fee (Single Line) Fees apply for both porting in and out [4] | £20 |
| Failed Port Fee (Multi Line) Fees apply for both porting in and out [4] | £120 |
| Cancelled Port Fee (Single Line) Fees apply for both porting in and out [5] | £20 (if within 1 working day £50) |
| Cancelled Port Fee (Multi Line) Fees apply for both porting in and out [5] | £120 |
| Provisioning a handset not purchased from ONSIM [6] | Prices from £15 depending on handset & current configuration |
| Scheduled out of hours work [7] | Prices available upon request |
| Non standard set up fee [8] | Prices available upon request |
| Non standard change requests [9] | Prices available upon request |
[1] Payments are to be made by either direct debit or credit card. If your monthly direct debit or credit card payment fails we reserve the right to add a charge for payment failure/non payment of £5 to your account for every month where the payment failure/non payment occurs.
[2] The cancellation notice on all of our plans is 30 days from the date we receive your request. If you wish to terminate your service before the end of the 30 day cancellation period a £25 early termination fee would be added to your account. In addition, if we need to cancel your plan early due to non payment a £25 early termination fee would be added to your account and would need to be paid before your services can be re-activated.
[3] We will cover the cost of the first single line port for new customers, however subsequent ports will be charged at this rate.
[4] If a port request fails due to the wrong information being submitted, we reserve the right to pass on the failed porting charge. This is why it is essential that the information provided when submitting the port request is accurate and matches the information held by the losing communications provider for the number which you wish to port into our service.
[5] If during the porting process you decide that you do not want to proceed with the port, we reserve the right to pass on the cancelled porting fees to you.
[6] Provisioning of handsets purchased from anywhere other than ONSIM will need to be done remotely by one of our technicians and is done on a best endeavours basis as some phones may not be able to be configured . Provisioning charges start from £15 per handset and prices for this provisioning will increase depending on the work involved to get the handset working on our network. Our support team will notify you of the charge before provisioning.
[7] If you wish to schedule any work such as changes to the set up of your system or sim swaps out of our office hours (9am - 5pm Monday - Friday) which require manual intervention by one of our team we are able to schedule this for you but reserve the right to charge a fee for doing this out of hours. We can not alter the scheduled time once this has been reserved for you, this would need to be rebooked with our engineers and an additional fee may be incurred.
[8] If the set up you request is non standard (e.g. adding time of day routing to services, non standard diverts etc) we reserve the right to charge an administration fee for this set up. This charge will depend on the complexity of the set up and the time taken to do this.
[9} Changes made to accounts with a non standard set up may also incur additional fees. This charge will depend on the complexity of the changes required and the time taken to do this.