0871 Consultation - Important News

MSE_Martin · 19 June 2007 at 5:07PM

Many of you will be familiar with the problems surrounding 0870 numbers which are called National Rate, but are in effect disguised premium lines much more expensive than normal calls.

Beat the 0870 trap

There are two ways to beat the system, first find an alternative non-0870 number and secondly if you have to call via 0870, do it more cheaply. Full details of how to do both (as well as details of the changes) are in the saynoto0870 article.

Worrying 0871 developments

Ofcom has announced it will clean up the 0870 system, yet 0871 numbers (which are similar) won't be dealt with and it's likely that many companies will simply migrate to 0871s.

One of the biggest concerns is over call queuing. With premium rate numbers the amount of time you can be kept on hold is regulated (as they make money the longer you're on hold), while the proposal is that with 0871s the queue time won't be regulated. This means companies could make profit by keeping us on hold, even if we're just calling to make a complaint.

Frankly this is a nightmare. The Ofcom consultation on it ends very soon. The 0870 campaigning website (which this site supports) has a document on how to send your feeling to Ofcom and suggested answers to explain it. I'd urge people who believe it won't be correctly regulated to write speedily.

Details of how to enter the 0871 consultation

Martin

Heinz · 19 June 2007 at 5:29PM

Check out the shopping channels on satellite TV and see how many have already moved to 10p per minute at all times 0871 numbers!

BritBrat · 19 June 2007 at 8:08PM

Thanks, I sent one off.

Kaliko_Pete · 20 June 2007 at 8:11AM

Please dont forget that there are genuine 0870 numbers out there too.
My company fax line and telephone numbers are 0870's so that I get all my faxes as emails and collect them wherever in the world I am and similarly my answering service can forward my calls to me. My customers always get their faxes replied to and because I return their telephone calls we all save money particularly when I am abroad. We are not all bandits!!

antoniomontana · 20 June 2007 at 8:13AM

thanks, sent one off

bunking_off · 20 June 2007 at 10:26AM

Just to be pedantic, there is no Ofcom consultation on this at present. It's an ICSTIS one.

It's also inaccurate to say that there's no limitation on the amount of time that you can be kept on hold. What they haven't done is lay down an absolute quantitative limit. Their proposed approach is that if you feel that you've been kept waiting for too long your first recourse should be to complain to your telephony provider who is obliged to consider your complaint within 30 days. If you are still unhappy, then ICSTIS can investigate (as per 09 numbers) and if profiteering has been going on - versus just a company running an understaffed callcentre - take action. That action can include getting you a refund, but also there are proposals out at present (this time from Ofcom) which would mean that in extreme cases the company involved would not be allowed anymore 08/09 telephone numbers.

I make no judgement as to whether this is sufficient, but the text of Martin's email is misleading IMHO.

BritBrat · 20 June 2007 at 10:32AM

I think the point is that most people do not associated 08 numbers as costing a lot more and when 0871 is dialled you should be made aware of the cost by a message and how long the queue is.

bunking_off · 20 June 2007 at 11:01AM

BritBrat wrote: »

I think the point is that most people do not associated 08 numbers as costing a lot more and when 0871 is dialled you should be made aware of the cost by a message and how long the queue is.

My understanding is that if the call is expected to cost more than 50p (which will be the case for most given pricing from mobiles), the obligation to provide pricing info will be as per 09.

jpo_4 · 20 June 2007 at 11:01AM

Hi There

Sent my response - Have added a couple of suggested features to encourage more efficient inbound call handling - All technically feasible, not that they'll do it!

Further – At minimum one minute intervals, all 08x calls held in a call queue should update the caller with real time queue position and waiting times and offer the caller the opportunity to leave a message. All such messages should auto generate a unique time/date stamp code for the callers records. This approach will negate the need for callers to remain on long term hold and will force companies to handle inbound calls efficiently or otherwise incur increased outbound call charges to address customer service issues.

In addition – All 08x numbers should have a maximum permitted call time before reverting to standard national call rates. i.e. The potential ‘revenue share’ period is capped. N.B. A mechanism is required to police those companies that simply hang up after the ‘revenue share’ period has ended.

I inserted these paragraphs into Questions 9 and 20.

Cheers
Peter

SunnyBrighton_2 · 20 June 2007 at 11:03AM

Like many of my friends and family, all 087x and 09x numbers are blocked in all our phones (mobiles, business and home). The many companies who only offer these expensive contact options lose out on all our business. I shouldn't think they care in the least, but we feel a lot happier!

USSparky · 20 June 2007 at 2:50PM

Avoiding companies that use 087x numbers is a good idea as far as one can, but what does one do when one's SKY box goes out (as an example) and one has to call? Finding a geographical number for SKY took me the better part of an hour once!

Sparky

0871 Consultation - Important News

Comments

Confirm your email address to Create Threads and Reply

🚀 Getting Started

Categories

Is this how you want to be seen?

Get our FREE Weekly email full of deals & guides - and it’s spam-free