YOUR QUESTIONS AND ANSWERS
1. How do I use iDialthru?
Simply call the access number
corresponding with the destination you wish to call, followed by the complete
international number. That's all. For queries about the billing procedure
please go to the 'How are my calls billed' frequently asked question.
2. How do I sign up for your services?
To use iDialthru you do not have to register. You just dial the
access number
that allows you to phone the international destination.
3. Why am I unable to dial certain access numbers?
There could be three reasons for getting an unobtainable tone:
- Other operators like NTL,
Telewest and mobile providers may need to open up our access numbers. To speed
this process up contact your service provider, tell them the access number you
wish to call and ask if you can open up the telephone number.
-
You might be barred from calling 09 numbers.
Please contact your service provider to have the bar lifted.
-
Some Indirect Access
providers like Onetel do not allow calls to some or all of our access numbers.
If you normally dial an Indirect Access code before your calls (for example
1833 for Alpha Telecom or 1877 for Onetel) you simply omit this code and dial
the iDialthru access number directly. Omitting the Indirect Access code means
the iDialthru call will be charged by your line provider (usually BT). If you
are using a Onetel PhonePal you can either unplug the PhonePal or dial 1-2-1 to
bypass it. Should you have chosen the Onetel 'Select' option we would advise to
contact Onetel to provide you with a code to override this feature.
4. Are there any administration, subscription or other fees?
The price stated behind every
iDialthru access number is all-inclusive. The advertised price includes VAT and
the costs for the international part of the call. There are no further
connection or subscription costs.
5. How much does a call to COUNTRY X cost?
First, choose your
country, the price to call that country is then displayed. This is the
price per minute for your call and includes VAT and the costs for the
international part of the call.
Calls are usually billed
per second (BT, Telewest and NTL charge per second, for other service providers
please check with your service provider if they bill per second or per minute),
which means a call for 10 minutes and 30 seconds to a 2p/min access number will
be a total cost of 10.5 minutes x 2p = 21p.
Your service provider also usually charges a
minimum charge or connection fee for each call; for example BT applies a 5p
minimum charge. NTL charges a 5p connection fee and Telewest a 6p connection
fee for 08 numbers and 10p for 09 numbers. For other networks please contact
your service provider.
6. Can I use iDialthru from payphones?
Our access numbers are
accessible from any UK phone, including payphones. However, be aware that calls
from payphones could be surcharged and may cost more than the price stated on
this website
7. How are my calls billed?
The charges for calls to
our access numbers will simply appear on your normal phone bill from your
telephone provider (usually BT, Telewest or NTL).
Please note that the onward international calls
will not be itemised on your bill. As your normal telephone provider bills you
for the calls, not iDialthru, all you will be able to see is what your
telephone supplier provides you with. We unfortunately cannot supply itemised
call lists.
8. Can I ring from my mobile?
Yes, you can. However be
aware that you may be surcharged by your mobile operator. How much you will be
charged depends on your mobile operator and which tariff plan you have. Please
note your mobile operator controls this rate on their billing system. We
unfortunately have no influence on what they may charge, nor do we receive a
penny extra of any surcharge. We advise you to get in touch with your mobile
phone provider to double check their rates to our access numbers.
| Operator / Contact number |
| Three |
08707 330 333 |
| O2 |
08705 214 000 |
| Orange |
0800 80 10 80 |
| T-Mobile |
08454 121 121 |
| Virgin |
0845 6000 789 |
| Vodafone |
07836 191 191 |
9. Are there peak and off-peak rates?
Most of our access numbers have one flat rate, the only exception are 0845 and
0870 numbers, which are charged differently depending on your service provider.
For specific landline and mobile charges please check with your service provider.
10. Why did you change the access number for COUNTRY X?
Our access numbers have a
fixed rate attached to them. We always try to offer the best prices possible
and if the price changes, the access number has to change as well. Every time
our iDialthru buying team are able to negotiate a better deal with suppliers we
pass this discount on to our customers by lowering certain destinations even
further!
Once the negotiated special deal comes to an end we will also have
to change the access number back to its original price.
11. Can I use these access numbers outside the UK?
Unfortunately our access numbers will only work in the United
Kingdom. So if you live abroad or if you are on holiday outside the
you will not be able to use our services
12. I am a NTL or Telewest customer, can I use iDialthru?
Our access numbers can be
used from most landlines including NTL or Telewest. The billing process for our
access numbers works exactly the same as with BT; the charges will simply
appear on your NTL or Telewest bill.
NTL and Telewest should charge the same rates as BT for our access
numbers. However, if you would like to check their rates please visit their
respective website.
Should you have encountered a problem with your telephone provider's bill please
contact them directly as they control the rates to our access numbers on their
own billing systems.
13. When do call charges take effect?
You will be charged from
the moment you are connected to our service, not the moment the call is
answered at the other end. As we want our customers to benefit from no
registration, low prices and access from all networks, we unfortunately cannot
change this. However, should your call not be answered, you will be informed by
our operator and disconnected. Your call should not take more than two minutes.
14. iDialthru has overcharged me!
iDialthru cannot overcharge you. The rates to our access numbers are set by
Ofcom,
the UK telecommunications regulator. It
is common practise for all landline service providers to adhere to the charges
set by Ofcom (please see section 'can I ring from my mobile' for mobile users).
However, the rates you are actually charged on your bill depend on the prices
your service provider has configured on their billing system. We unfortunately
have no influence on their billing system, nor do we receive a penny extra of
any surcharge applied. We advise you to get in touch with your service provider
to protest your bill. Should your service provider not settle the issue
satisfactorily please visit Ofcom's website at www.ofcom.org.uk
15. How do I contact customer services?
In order to keep our prices
so low, we have opted not to have an expensive call centre. Any questions you
may have can be emailed
to us and we will get back to you as soon as possible.
16. When I ring someone abroad will they be charged for the call as well?
Normally the person
receiving a call will never be charged. However, if you are abroad with your
mobile (i.e. not in the country the mobile number originates from) your mobile
provider will charge you for receiving calls whilst abroad. This is also known
as a roaming charge. For more information please contact your mobile provider.
17. I was told by my service provider you charge at premium rate, which is really expensive?
Only 09 numbers are
classified as premium rate; however prices for premium rate numbers vary
enormously depending on which number you are ringing. Premium rate is not
necessarily expensive as charges start from as little as 5p/min.
18. How much can I save by using iDialthru instead of BT, NTL or Telewest?
Please visit BT's price lists to see how much you can save compared
to BT tariffs. For NTL's or Telewest's pricelists please visit their respective
websites.
19. I received my telephone bill and I have been charged the full international rate for my call. Why is this?
If you have been billed at
your normal landline provider's rate for the international destination you
called you would have entered the international destination without entering
our access number first. Not using our access number this means that you are
not able to benefit from our low iDialthru rates. When you call a destination
via iDialthru from a landline, your landline provider does not know the
international number you are calling via iDialthru, your landline provider can
only show you the iDialthru access number you have called. As the international
number has appeared on your landline provider's bill, this suggests that the
call was made via your normal landline provider and not via iDialthru. So next
time you make an international call, remember to dial the iDialthru access
number before you dial the international telephone number.