Disconnection
If a number renewal order is not paid and remains unpaid despite multiple reminders over a period of about 2 months, that number will be automatically disconnected
Much as we hate to automatically disconnect numbers, we do find a number of customers decide to stop using a number and then forget to tell us, so rather than sending in the debt-collection agencies, we simply disconnect the number.
If you do get disconnected, another email is sent telling you to pay the renewal cost + £10+VAT reconnection fee. Reconnection and restoring of data can take a bit of time, and we can not guarantee to restore your data, please allow for 4 working hours.
How to get reconnected
- Make payment of renewal fee + £12
- Send an email to support@dmclub.net along the lines of:
Dear dmClub support,
Please reconnect my number, 020-7060-1234. I have made a payment of £21.60 + £12 = £33.60 (payment ref 2016.10.01234)
Regards,
A.Customer
The technology we have to avoid disconnecting your accounts and numbers
- Free SMS alert prior to disconnection and when your credit is getting low (see clubhouse > membership settings > Contact details)
- Additional admin email addresses (up to 5) so that your accounts team get the message (see clubhouse > membership settings > Contact details)
- Reminder system sending emails to you
- Automatic payment options
- Life subscription options
How to avoid getting disconnected in the first place
- Read the emails we send you (and make sure they don't go into a spam folder)
- Set up AutoPay (direct debit or a credit card/debit card mandate)
- Set up Admin Alerts to send you a text message a few days before disconnection occurs
- If you no longer need a number - recycle it from the "General" tab of the control
Any other ideas?
Please let us know, it is the worst part of the business!!
FAQ
Do you make a profit out of the reconnection charge?
No: It can take quite a long time to take a number that has been cleaned of data, and is ready for sale, to be turned back into ready for use, with as much data restored as possible. We also put a considerable amount of work into preventing disconnections, which frankly we would prefer to spend giving you new features.