Frequently Asked Questions

We’ve compiled a list of our most frequently asked questions below, but if you can’t quite find what you’re looking for, try using the search function at the top of the page.

What is a Premium Rate Number?2020-12-14T17:14:58+00:00

Premium rate numbers are a set of shortcodes and numbers that start with certain prefixes and that cost more than a standard text message to another 07 number or to call than a ‘geographic’ number (numbers that start with a code that tells you whereabouts in the UK you’re calling).

Most shortcodes will incur a standard network charge as a minimum, and won’t be included in your bundle. For landline numbers, some examples of premium rate prefixes are 09, 118 or 0871. Premium rate numbers can also be 5 or 7 digits (such as those you might call to vote on a TV show).

Pricing should always be clear to you before you use a Premium Rate Service.

How do I know if a number is ‘Premium Rate’?2020-12-14T17:16:29+00:00

If texting a number is going to incur an additional charge, the pricing should be made clear and transparent before you purchase the service. Please be aware that texts to 5-digit mobile shortcodes will usually incur a ‘Standard Network Charge’ as a minimum.

What does ‘Standard Network Rate’ Mean?2021-01-15T11:24:06+00:00

Every time you send a text, you pay your mobile phone network operator a fee for doing so. This varies from network to network and may also vary depending on the number you’re sending a text to. This is known as a ‘standard network rate’ or ‘standard network charge’. All networks vary in their definition of Standard Network Rate, so please check your network’s website to find out more. In the case of shortcode and phone-paid services, texts sent at standard network rate may not be included in any bundles you may have as part of your deal with your network operator and will generally incur a charge, even if you have unlimited texts included in your contract. If you want to know what the network charge will be for your phone, you should contact your mobile network operator.

What are Service and Network Access Charges?2021-01-15T11:20:36+00:00

For some more traditional voice calls and services, the cost of calling is made up of two parts: a Service Charge and a Network Access Charge. The Service Charge amount varies according to which service you are calling, while the Network Access Charge is what your own phone company charges you for calling these numbers.

The Service Charge is the part of the call cost that is passed on to the service provider you are calling and/or their telecoms supplier. It is intended to help cover the cost of the service being provided and organisations can select from a range of different charge rates. The Service Charge should always be clear in any promotional material advertising the service.

In addition to the advertised ‘Service Charge’, you may also be charged your phone company’s Network Access Charge, which is a standard per-minute rate that applies to all calls of this type. Every phone company charges different amounts so you should ask your network about the cost for you.

Why can i not access Phone Paid Services?2021-09-28T10:21:11+00:00