Frequently Asked Questions
How do I use Dial8118?
Simply call the access number corresponding with the destination you wish
to call, followed by the complete international number. That's all.
How do I sign up for your services?
To use Dial8118 you do not have to register. You just dial the access
number that allows you to phone the international destination.
Why am I unable to dial certain
access numbers?
There could be three reasons for getting an unobtainable tone:
1. Other operators like NTL, Telewest and mobile providers will have to open up our access numbers on their networks. Some providers are extremely slow updating their networks and therefore it might take some time before our access numbers are available from all networks. To speed this up contact your service provider, tell them the access number you wish to call and ask if they can open up the telephone number.
2. You might be barred from calling 09 numbers. Please contact your service provider to have the bar lifted.
3. 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 just dial the Dial8118 access number directly. Omitting the Indirect Access code means the Dial8118 call will be charged by your line provider (usually BT). If you are using a Onetel Phone.Pal you can either unplug the Phone.Pal or dial 1-2-1 to bypass your Phone.Pal. Should you have chosen the Onetel "Select" option we would advise to contact Onetel to provide you with a code to override this feature.
Are there any administration, subscription or
other fees?
The price stated behind every Dial8118 access number is the charge
made by us. The advertised price includes VAT. The only other charge that
you may have to pay is your standard connection fee levied by your phone
provider.
How much does a call to cost from a landline?
First, find out which access number you need to dial for your country.
Then look at the price stated by that access number, this is the price
per minute for your call and includes VAT and the costs for the international
part of the call.
Your service provider will also charge a connection fee for each call. This is a standard charge that they would levy on any calls you make, whether it be using our service, or simply calling your next door neighbour. This fee is typically around 5 - 6p.
Calls are usually billed per second (BT and Virgin charge per second; for other service providers please check with them), which means a call for 10 minutes and 30 seconds to a 2p/min access number will cost 10.5 minutes x 2p = 21p + standard connection fee.
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 or Virgin).
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 Dial8118, all you will be able to see is what your telephone supplier provides you with. We unfortunately cannot supply itemised call lists.
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.
Why did you change the access number for the
country I was calling?
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 Dial8118 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.
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 and not at the Dial8118 rate
for this destination and the international number you called and not Dial8118's access number appeared on your bill, this unfortunately means
that the Dial8118 access number was not dialed before the international
call was made.
When you call a destination via Dial8118 from a landline, your landline
provider does not know the international number you are calling via Dial8118, your landline provider can only show you the Dial8118 access
number you have called. As the international number has appeared on your
landline providers bill, this suggests that the call was made via your
normal landline provider and not via Dial8118. So next time you make
an international call, remember to dial the Dial8118 access number
before you dial the international telephone number.
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 UK you cannot
make use of our services.
I am a NTL or Telewest customer, can I use Dial8118?
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 the NTL or Telewest websites.
Should you have encountered a problem with your NTL or Telewest bill
please contact them directly as they control the rates to our access numbers
on their own billing systems.
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.
Dial8118 has overcharged me!
Dial8118 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.
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 contact Ofcom on 0845 456 3000.
