FAQs
GENERAL
Can I speak to someone?
Yes, call Customer Services on . . Account Holders should always quote the relevant account number when contacting us. . Most of our customer service is provided on-line, and we pride ourselves on responding rapidly to queries via the internet.
Do you guarantee your services?
No one not even the largest telecommunication companies can guarantee 100% quality and service at all times. However, we do pledge to do our best to keep our customers making calls and saving money.
Do your call rates change?
Yes, we are continuously monitoring our rates to ensure that they are competitive and reliable. Very rarely rates to particular destinations might increase. Rate changes take place without notice that is why its important to pay regular visits to our site.
Are the call rates quoted available at all times?
Yes, except where stipulated (i.e. peak and off peak), the rates quoted are available 24 hours a day, 7 days a week.
Do your rates include IVA?
Yes.
Are there any hidden costs?
There are no hidden costs with our service we will advise you at the outset of any additional charges which you may incur.
What phones can I call from?
You can call from any touchtone phone.
CALLING ACCOUNTS
Why do I need to advise the main destination(s) for my calls?
So that we can select the best service for your needs.
Do I need to choose between different access numbers?
No. Opening one account gives you access to FREEPHONE numbers and to various Indirect Access numbers - see below.
What is the minimum start up cost of a Calling Account?
£ £10 this is an advance against calling costs.
Is there a minimum call cost?
Yes. There is a minimum charge of £ 0.1 inc IVA.
How are calls charged?
Calls are charged in one minute increments.
Can I use your service to call from a hotel room?
Yes, but be aware that some hotels may have a policy of surcharging calls made through service providers. You should check beforehand. You might find the other Indirect Access numbers are a better option in this instance
Can I use the service with my mobile?
You would need to check with your network to ascertain what charges will be made to access FreePhone, Lo Call and local access numbers. If you are unaware of your mobile operators charging policy it is advisable not to use the 'FreePhone' access number but one of the Indirect numbers using any "free minutes" you may be entitled to.
Can I call from payphones?
Yes, but there will be a surcharge added to the cost of the call by the payphone provider. Please see their charges for details. These surcharges are the industry norm.
How do I open an account?
Just go to 'Sign Up', 'New Customer' and complete the registration details - the quickest way - or by calling Customer Services or by e-mailing us at or by faxing us at . You can also print a copy of the on-line application form and sent the completed form to us with a cheque made payable to at: .
How can I top-up my account?
You can select automatic top-up when you register, use the top-up service with WAM, use our on-line top-up form or you can e-mail us with your instructions.
How do I pay for opening or topping up an Account?
You can pay on-line using a credit card or send a personal cheque to: , . If you opt for automatic top-up then we will need details of your credit card account - which must be a valid Major Bank credit or debit card.
How quickly can you set up my account?
You can set-up an account immediately. Just go to 'Sign Up', 'New Customer' and complete the registration details. Once your funds are cleared you can use your account straight away. Applications and payments received via post will be processed the next morning and credited as soon as the payment has cleared.
How do I receive my Account details?
When you open an account you are automatically e-mailed with your account details.
What is a short code access or 1XXX dialing?
To make things quicker we can set up certain CLI accounts on private land lines for four or five digit access. is our convenient indirect access number from a land line which has been registered with us. (Only applies if your telephone service provider supports short codes).
Why are other access numbers also provided with the Calling Account package?
Lo Call, National and Local numbers attract the cost of a local or national call charge from your phone service supplier. These rates are lower in the evenings and weekends and therefore add less to the overall call charge - one main advantage of these indirect access numbers is that they can often be used with mobile phones especially with any "free minutes" allowance.
Our services are not suitable for calling non-standard or non-geographic phone numbers (e.g. national or international Freephone numbers, personal numbers, premium numbers or other audio text services) and if such calls are made they will be charged at rates substantially above the prices advertised.
How does the service work?
It is very simple and full operating instructions will be sent to you with your account details.
Can you register my phones so that I do not need to enter account number and PIN?
Yes, when you open an account you are asked which number you wish to have as your main registered number. When you use that phone to access the system the switch will not ask you to input an account or PIN number. This works on a process known as CLI (Caller Line Identity). You can add many registered number to your account so you automatically receive dial tone when accessing the system. When using a phone you have not registered you will be asked for your account and PIN in the normal way.
If I decide to terminate my account can I get a refund?
Yes, we will refund you the credit remaining on the account less an administration fee of 10% (minimum fee £5.00).
Can I speak to someone?
Yes, call Customer Services on . . Account Holders should always quote the relevant account number when contacting us. . Most of our customer service is provided on-line, and we pride ourselves on responding rapidly to queries via the internet.
Do you guarantee your services?
No one not even the largest telecommunication companies can guarantee 100% quality and service at all times. However, we do pledge to do our best to keep our customers making calls and saving money.
Do your call rates change?
Yes, we are continuously monitoring our rates to ensure that they are competitive and reliable. Very rarely rates to particular destinations might increase. Rate changes take place without notice that is why its important to pay regular visits to our site.
Are the call rates quoted available at all times?
Yes, except where stipulated (i.e. peak and off peak), the rates quoted are available 24 hours a day, 7 days a week.
Do your rates include IVA?
Yes.
Are there any hidden costs?
There are no hidden costs with our service we will advise you at the outset of any additional charges which you may incur.
What phones can I call from?
You can call from any touchtone phone.
CALLING ACCOUNTS
Why do I need to advise the main destination(s) for my calls?
So that we can select the best service for your needs.
Do I need to choose between different access numbers?
No. Opening one account gives you access to FREEPHONE numbers and to various Indirect Access numbers - see below.
What is the minimum start up cost of a Calling Account?
£ £10 this is an advance against calling costs.
Is there a minimum call cost?
Yes. There is a minimum charge of £ 0.1 inc IVA.
How are calls charged?
Calls are charged in one minute increments.
Can I use your service to call from a hotel room?
Yes, but be aware that some hotels may have a policy of surcharging calls made through service providers. You should check beforehand. You might find the other Indirect Access numbers are a better option in this instance
Can I use the service with my mobile?
You would need to check with your network to ascertain what charges will be made to access FreePhone, Lo Call and local access numbers. If you are unaware of your mobile operators charging policy it is advisable not to use the 'FreePhone' access number but one of the Indirect numbers using any "free minutes" you may be entitled to.
Can I call from payphones?
Yes, but there will be a surcharge added to the cost of the call by the payphone provider. Please see their charges for details. These surcharges are the industry norm.
How do I open an account?
Just go to 'Sign Up', 'New Customer' and complete the registration details - the quickest way - or by calling Customer Services or by e-mailing us at or by faxing us at . You can also print a copy of the on-line application form and sent the completed form to us with a cheque made payable to at: .
How can I top-up my account?
You can select automatic top-up when you register, use the top-up service with WAM, use our on-line top-up form or you can e-mail us with your instructions.
How do I pay for opening or topping up an Account?
You can pay on-line using a credit card or send a personal cheque to: , . If you opt for automatic top-up then we will need details of your credit card account - which must be a valid Major Bank credit or debit card.
How quickly can you set up my account?
You can set-up an account immediately. Just go to 'Sign Up', 'New Customer' and complete the registration details. Once your funds are cleared you can use your account straight away. Applications and payments received via post will be processed the next morning and credited as soon as the payment has cleared.
How do I receive my Account details?
When you open an account you are automatically e-mailed with your account details.
What is a short code access or 1XXX dialing?
To make things quicker we can set up certain CLI accounts on private land lines for four or five digit access. is our convenient indirect access number from a land line which has been registered with us. (Only applies if your telephone service provider supports short codes).
Why are other access numbers also provided with the Calling Account package?
Lo Call, National and Local numbers attract the cost of a local or national call charge from your phone service supplier. These rates are lower in the evenings and weekends and therefore add less to the overall call charge - one main advantage of these indirect access numbers is that they can often be used with mobile phones especially with any "free minutes" allowance.
Our services are not suitable for calling non-standard or non-geographic phone numbers (e.g. national or international Freephone numbers, personal numbers, premium numbers or other audio text services) and if such calls are made they will be charged at rates substantially above the prices advertised.
How does the service work?
It is very simple and full operating instructions will be sent to you with your account details.
Can you register my phones so that I do not need to enter account number and PIN?
Yes, when you open an account you are asked which number you wish to have as your main registered number. When you use that phone to access the system the switch will not ask you to input an account or PIN number. This works on a process known as CLI (Caller Line Identity). You can add many registered number to your account so you automatically receive dial tone when accessing the system. When using a phone you have not registered you will be asked for your account and PIN in the normal way.
If I decide to terminate my account can I get a refund?
Yes, we will refund you the credit remaining on the account less an administration fee of 10% (minimum fee £5.00).