FAQs

1. How do I use just-dial Instant?
2. How do I sign up for your services?
3. Why am I unable to dial certain access numbers?
4. Are there any administration, subscription or other fees?
5. How much does a call to COUNTRY X cost?
6. Can I use just-dial from payphones?
7. How are my calls billed?
8. Can I ring from my mobile?
9. Are there peak and off-peak rates?
10. Why did you change the access number for COUNTRY X?
11. Can I use these access numbers outside the UK?
12. I am a NTL or Telewest customer, can I use just-dial?
13. When do call charges take effect?
14. Just-dial has overcharged me!
15. How do I contact customer services?
16. When I ring someone abroad will they be charged for the call as well?
17. I was told by my service provider you charge at premium rate, which is really expensive?
18. How much can I save by using just-dial instead of BT, NTL or Telewest?
19. I received my telephone bill and I have been charged the full international rate for my call. Why is this?

1. How do I use just-dial Instant?
   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.

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2. How do I sign up for your services?
   To use just-dial you do not have to register. You just dial the access number that allows you to phone the international destination.

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3. 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 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.
   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 dial the just-dial access number directly. Omitting the Indirect Access code means the iust-dial 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.

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4. Are there any administration, subscription or other fees?
   The price stated behind every just-dial 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.

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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.

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6. Can I use just-dial 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.

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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 just-dial, all you will be able to see is what your telephone supplier provides you with. We unfortunately cannot supply itemised call lists.

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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

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1. 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 at the following rates depending on your service provider.

   For specific landline and mobile charges please check with your service provider.

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2. 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 just-dial 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.

   To ensure you are always calling the cheapest access number possible, simply register your e-mail address and keep up with the latest offers and price reductions from just-dial, AND have the chance to win £1,000 CASH? Simply tell us which country you usually call, and register your email address with us.

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3. 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 will not be able to use our services.

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4. I am a NTL or Telewest customer, can I use just-dial?
   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.

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5. 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.

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6. Just-dial has overcharged me!
   Just-dial 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

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7. 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.

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8. 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.

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9. 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.

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10. How much can I save by using just-dial 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.

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11. 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 just-dial rates. If you don't want the hassle of entering prefixes or access numbers why not sign-up to our just-dial Saver products? These entitle you to free UK calls and low international rates without having to dial a prefix.When you call a destination via just-dial from a landline, your landline provider does not know the international number you are calling via just-dial, your landline provider can only show you the just-dial 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 just-dial. So next time you make an international call, remember to dial the just-dial access number before you dial the international telephone number.

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