Usage of premium-rate 084 and 087 numbers now in terminal decline...

Ian011

Ofcom's reforms effective 1 July 2015 recognise that all 084, 087 and 09 numbers are premium rate. The premium is the additional Service Charge paid to the benefit of the called party and their telecoms provider. Not all users of these numbers have cottoned on to how much these numbers cost to call. Some still claim 'local rate', even though this ceased to be true for 0845 numbers in 2004 and was never true for other 084 or 087 numbers. Ofcom regulations now require all users of these numbers to declare the premium charge in close proximity to the number everywhere the number is advertised or promoted (breaches of this regulation can be reported to the ASA).

Various regulations from BIS and FCA along with guidance from the Cabinet Office and Department of Health restricts the occasions where 084, 087 and 09 numbers can be used. Accordingly, usage of these numbers for inappropriate purposes has massively declined over the last few years.


Genuine usage of 084 and 087 numbers includes...

• "instant access" dial-through services for calling abroad (but these are often uneconomical in comparison to other methods),
• conference-calling systems,
• chatlines,
• recorded information services, etc, but most of these services are on 09 numbers.

In some cases various 084 and 087 numbers continue to be used by...

• customer service lines for retailers, traders and passenger transport companies operating in breach of Regulation 41 of the Consumer Contracts Regulations 2013 (breaches can be reported to the Citizen's Advice national Consumer Helpline on 0345 404 0506),
• customer service lines for financial services organisations operating in breach of the equivalent FCA regulations (breaches of the regulations can be reported to the FCA),
• government departments, local authorities and other public services that have failed to comply with the Cabinet Office guidance (just a few local authorities have not - complain to your MP/MSP/AM or councillor),
• NHS services (e.g. hospitals and various specialist services) that have failed to comply with the Department of Health guidance issued in December 2009 (complain to your MP/MSP/AM),
• GP practices operating in breach of the amendments to their 'GMS' and 'PMS' contracts effective April 2010 (complain to your MP/MSP/AM).

084 and 087 numbers are also used by...

• various gambling firms that charge callers a premium for telephone contact,
• helplines for players and retailers contacting the National Lottery,
• various charities with helplines that apply a premium charge on callers who phone up for help or advice,
• various box offices and ticket agencies selling tickets for cinemas, theatres, exhibitions and sporting events,
• ticket offices for various rail, coach and ferry companies who charge buyers a premium for telephone contact,
• various universities that charge students and potential students a premium for contact by telephone,
• various HR departments that charge employees and potential employees a premium for telephone contact,
• various job agencies that charge applicants a premium for telephone contact.

None of those purposes are appropriate usage for a premium rate number.


These numbers are also used by...

• various 'call connection services' offering their own premium rate numbers for contacting businesses and public services in place of the official geographic rate or freephone numbers. A loophole means that where the Service Charge element of the call is less than 7p per minute, they escape PhonepayPlus regulation. A Google search for the contact details of any well-known organisation finds dozens of these parasites.

This usage is simply a scam that preys on the vulnerable.


The vast majority of legitimate organisations have changed their 084 and 087 lines over to the matching 034 or 037 number. Others have chosen a new 01, 02, 030, 033 or 080 number. A few seem to be holding out, but Ofcom's changes now clearly expose the premium rate nature of 084 and 087 numbers.

One problem that seems to be taking longer than necessary to solve is that while many companies have changed their numbers and updated their official websites, a large number of them continue to issue paperwork with old numbers on, or callers may be referring to old paperwork which they have had for some time. Likewise, many third-party organisations try to be helpful by listing on their own website the contact numbers for various related organisations, but in many cases those details are now out of date. When calling these old numbers, more often than not, there's no announcement about the new number so consumers can still be paying high rates to contact these organisations.

Wherever you see an 084 or 087 number advertised, always try calling the matching 034 or 037 number first. If it works, it will be a cheaper call. If it doesn't, there's no charge for trying.

Calls to 03 numbers are inclusive on landlines and mobiles, else charged at 'geographic rate' - the same as calls to 01 and 02 numbers.

Calls to 080 numbers are free from landlines and mobiles.



See also:
https://forums.moneysavingexpert.com/discussion/5219756
https://forums.moneysavingexpert.com/discussion/5292529
https://forums.moneysavingexpert.com/discussion/5308737
https://forums.moneysavingexpert.com/discussion/5360819

Roger1

I noticed the 'new' Talk Radio digital radio station is asking callers to use an 0844 number without any indication of charging rates.

Surely wrong. (I won't bother. )

Ian011

All on-air references to 084, 087, 09 and 118 numbers MUST be accompanied by a declaration of the applicable Service Charge and mention that the caller's phone provider will add their Access Charge.

Ofcom consulted on and then modified the Broadcast Code to insert these provisions and they have applied to all broadcasts since 1 July 2015. Report any breaches to ASA for further action.

Ian011

The 084 number range is now being used for a variety of scams.

One involves receiving a missed call, the phone rings for only a short while, not enough time to answer the call. The ruse is to get you to call back and run up a huge bill in doing so. If you receive a missed call from a premium rate 084, 087 or 09 number do not call it back. Reputable companies no longer use these numbers. Likewise, do not return missed calls from 070 numbers.

Another variation involves receiving a missed call, the phone rings for only a fraction of a second, so short that you may not even be aware that it rang. When your phone bill turns up it shows you called the number back for anything up to 12 hours. No explanation has been offered as to how this scam works, presumably the incoming call triggers malware in the phone to make the outgoing call?

Another scam sees people receiving a text message purporting to be from their bank and informing them of a dodgy transaction that is about to take place. The message gives an 084 or 087 number to call. Callers are held in a queue for half an hour and then the call cuts off. Banks no longer use 084 or 087 numbers so treat all such numbers as fake. If you do decide to call your bank, use the telephone number found on their official website, not the fake one in the text message.

A Google search for the contact number of any well-known company or for almost any government department or public service will reveal dozens of sites promoting premium rate 084 or 087 numbers to make contact. These are numbers set up by that particular website and simply forward the calls. The caller pays premium rate charges for a call that would have been inclusive or free had they called the official number. The scammer pockets the Service Charge.

Profoundry

I called the 0844 324 922 AO price Match phone line listed on this page: http://​ao.​com/​help-and-advice/​Help-With-My-Order/​price-match-promise

I made three calls totalling 42 minutes 25 seconds and was charged £22.93. There is nothing on the page that warns the user of any call charges which appear to be over 50p per minute. Also all numbers across the rest of the website are 0344 324 922.

I believe they are breaching trading standard / Ofcom / ASA / Consumer Conduct rules. Anyone else noticed this before?

Ian011

The requirement for retailers, traders and passenger transport companies to use an 01, 02, 03 or 080 number applies only to after-sales enquiries. Breaches of the BIS regulations can be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.

It's perfectly legal to use premium 084, 087 or 09 numbers for sales lines or for pre-sales enquiries, but using these numbers for those purposes is a well-known sales prevention technique.

If you called the 0844 number from a mobile, the call charge could have been up to 52p per minute (Access Charge up to 45p/min plus Service Charge up to 7p/min).

The requirement to declare the Service Charge applies to all 084, 087, 09 and 118 numbers everywhere they are promoted or advertised. Breaches of the Ofcom regulations can be reported to ASA.

Your landline or mobile provider must declare their Access Charge in their tariff lists. As far as is known, they all do.

The price match policy applies up to 7 days after placing an order, and therefore could be requested after delivery of goods. In that case, Regulation 41 of the Consumer Contracts Regulations 2013 does apply and requires an 01, 02, 03 or 080 number. There are no call costs noted on that page, neither in close proximity to the 0844 number nor elsewhere.