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How to avoid paying 55p per minute to call the Universal Credit 0345 helpline...
Ian011
Posts: 2,432 Forumite
Recent media reports suggest the Universal Credit 0345 helpline is a premium rate number costing 55p per minute. While calls can cost "up to" 55p per minute, this charge is NOT inevitable, in fact this situation is extremely rare. The normal charge per minute is zero - the number is included in allowances on landlines and on mobiles, both on contract and on pay-as-you-go.
On a landline with Unlimited Anytime inclusive calls
Most landline users will likely be paying around £8 or £9 per month for Unlimited Anytime calls to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and, in many cases, UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers. Note, however, that BT does not (yet!) include calls to mobile numbers.
As long as each call duration is less than 60 minutes callers will never pay a per-minute rate for any of those calls. If, however, a call lasts longer than 60 minutes, the remainder of that call will be charged at around 12p per minute (about £7 per hour). Hang up and re-dial to avoid this charge.
On a contract mobile
There are a wide variety of contract deals with a wide range of monthly costs and inclusive allowances. One thing they all have in common is inclusive calls and texts to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers.
As long as callers remain within their monthly allowance, they will not encounter any per-minute or per-message charges for calls or texts to those numbers. If, however, the allowance is exceeded, any further calls and messages are charged anywhere around 25p to 55p per minute or around 12p to 50p per message. If this happens, it is wise to increase the monthly contract charge by a couple of pounds per month and this will usually almost double the inclusive allowance.
Not including handset costs, anyone paying more than about £10 to £15 per month will find they have "unlimited" calls and texts and so this situation can never arise.
On a pay-as-you-go mobile
There are a wide variety of pay-as-you-go deals with a wide range of costs and inclusive allowances. One thing they all have in common is inclusive calls and texts to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers.
As long as callers remain within their monthly allowance, they will not encounter any per-minute or per-message charges for calls or texts to those numbers. If, however, the allowance is exceeded, any further calls and messages are charged anywhere around 20p to 50p per minute or around 12p to 50p per message. If this happens, it is wise to purchase a slightly more expensive pay-as-you-go bundle and this will usually almost double the allowance.
On most networks, any pay-as-you-go top-up of more than about £15 usually comes with "unlimited" calls and texts for 30 days, thus completely avoiding the issue.
If you find yourself paying around 12p per minute on a landline
If you have a landline with "inclusive weekend calls" you will find that weekday daytime calls to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079 are charged at around 12p per minute (around £7 per hour), plus a connection fee of around 21p per call. This rip-off rate can be avoided by changing to a deal with Unlimited Anytime calls. This costs around £8 per month.
If you find yourself paying around 25p to 55p per minute on a contract mobile
Most mobile contract deals come with a set allowance of inclusive calls and texts per month to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. If the limit is exceeded, charges for additional calls and messages can be as high as 55p per minute or 50p per text. This can be avoided by increasing the "line rental" payment by a few pounds per month. In most cases this will almost double the inclusive allowance.
Excluding handset repayment costs, deals costing more than about £10 to £15 per month usually have unlimited calls and texts so this situation does not arise.
If you find yourself paying around 20p to 50p per minute on a pay-as-you-go mobile
Modern pay-as-you-go mobile deals come with a set allowance of inclusive calls and texts with each top up. These cover UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. There's a wide variety of choices but £5 gets hundreds of minutes and texts and every few pounds extra gets hundreds more. A top up of £15 or more will usually have unlimited calls and texts. With these deals callers do not pay any sort of "per-minute" or "per-message" rate.
If you are paying a per minute rate for calls, you may be on the wrong deal and paying far too much for your calls to those numbers. This is because pay-as-you-go providers continue to offer a variety of older deals where there are no inclusive minutes or texts and instead those numbers are charged at rates of anything up to 50p per minute or 50p per text. These deals are poor value for money and in general should be avoided. After adding a £5 top-up why would anyone who intends using their phone to make calls and send messages choose the option where that £5 credit lasts just ten minutes or ten messages when there's a "bundle" option where the same £5 will give an allowance of hundreds of minutes and texts to use over the next 30 days?
Three is unusual in not offering any deals with inclusive allowances on pay-as-you-go. Instead they offer rates of 3p per minute and 2p per text.
Ordinary calls
So, it turns out that the Universal Credit helpline 0345 number is an ordinary number charged just the same as other 03 numbers and exactly the same as geographic 01 and 02 numbers. The call charges are set entirely by the caller's landline or mobile provider and the usual way to call all of these numbers is to use an inclusive allowance. Where this happens, there is no charge for individual calls. In general, this principle applies on all calls to UK landline numbers, non-geographic 03 numbers and UK mobile numbers. The advice on avoiding high charges when calling the Universal Credit helpline applies exactly the same for all calls made to UK geographic numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079.
What about BT payphones?
Whilst usage of these has massively declined, they do offer a surprisingly competitive rate for lengthy calls to numbers starting 01, 02 or 03.
Calls from a BT payphone to numbers starting 01, 02 and 03 cost 60p for 30 minutes, 80p for 45 minutes and £1 for 60 minutes, and 20p for each additional 15 minutes.
If you are trying to call a government department on an 084 or 087 number - STOP
Be aware that if you find a premium rate 084 or 087 number listed online and purporting to be the contact number for a central government department or agency, a local council or some other public service, the number is very likely to be either out of date or a scam number promoted on a fake website. Do not call these numbers.
Official numbers are listed on the GOV.UK website. They usually begin 01, 02, 03 or 080.
Myths Debunked
"0345 numbers are premium rate" - FALSE.
0345 numbers, indeed all 03 numbers, are NOT premium rate. All 03 numbers are charged on exactly the same basis as whatever the caller already pays for calls to UK 01 and 02 numbers. This applies on landlines and on mobiles, both on contract and on pay-as-you-go.
"The called party is making money from incoming calls" - FALSE.
There is no revenue sharing on 03 numbers. Ofcom regulations prevent this. Call charges are set by the caller's landline or mobile phone provider and it is they who retain the revenue.
"0300 numbers are included in allowances, 0345 numbers are excluded" - FALSE.
If you have an inclusive allowance covering UK 01 and 02 numbers, ALL 03 numbers are included. Ofcom regulations in place since 2007 ensure this is so.
"Different 03 numbers are charged at different rates" - FALSE.
The cost of calling 03 numbers can vary depending on which provider is used to make the call but in general the rate does NOT vary according to the number called.
There is an exception to this. Several landline and mobile providers use an 03 number for their customer service line. If the number is called from a line provided by that provider, the call charges are waived. If the number is called from some other line, the normal call charges apply.
"You cannot have an inclusive allowance on pay-as-you-go" - FALSE.
Almost every mobile provider offers deals with inclusive allowances. A £5 top-up gets hundreds of minutes and texts. A £10 top-up gets hundreds more. By around £15 or £20, the deal is unlimited calls and texts for a month.
"Calls to 0345 numbers can cost up to 55p per minute" - TRUE.
While the statement is true, this charge is not inevitable. In fact, it is highly unusual. It applies on Vodafone contract mobile deals but only if the caller uses up their allowance and then carries on making more calls. The 55p per minute rate applies to such calls made to numbers starting 01, 02, 03, 071-075 and 077-079. While "55p per minute" makes a great newspaper headline, it's not the reality for the vast majority of calls or callers made to these numbers.
"Calls on pay-as-you-go cost more than on contract" - FALSE.
Modern pay-as-you-go deals have inclusive allowances and prices that compare quite well with SIM-only contract deals. With the focus on contract deals, the commensurate pay-as-you-go deals are rarely mentioned. Some sites have very comprehensive detailed lists of these deals.
See also:
https://forums.moneysavingexpert.com/discussion/5292529
https://forums.moneysavingexpert.com/discussion/5639282
https://forums.moneysavingexpert.com/discussion/5575878
https://forums.moneysavingexpert.com/discussion/5528968
https://forums.moneysavingexpert.com/discussion/5219756
On a landline with Unlimited Anytime inclusive calls
Most landline users will likely be paying around £8 or £9 per month for Unlimited Anytime calls to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and, in many cases, UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers. Note, however, that BT does not (yet!) include calls to mobile numbers.
As long as each call duration is less than 60 minutes callers will never pay a per-minute rate for any of those calls. If, however, a call lasts longer than 60 minutes, the remainder of that call will be charged at around 12p per minute (about £7 per hour). Hang up and re-dial to avoid this charge.
On a contract mobile
There are a wide variety of contract deals with a wide range of monthly costs and inclusive allowances. One thing they all have in common is inclusive calls and texts to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers.
As long as callers remain within their monthly allowance, they will not encounter any per-minute or per-message charges for calls or texts to those numbers. If, however, the allowance is exceeded, any further calls and messages are charged anywhere around 25p to 55p per minute or around 12p to 50p per message. If this happens, it is wise to increase the monthly contract charge by a couple of pounds per month and this will usually almost double the inclusive allowance.
Not including handset costs, anyone paying more than about £10 to £15 per month will find they have "unlimited" calls and texts and so this situation can never arise.
On a pay-as-you-go mobile
There are a wide variety of pay-as-you-go deals with a wide range of costs and inclusive allowances. One thing they all have in common is inclusive calls and texts to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. Obviously, the allowance includes 0345 numbers.
As long as callers remain within their monthly allowance, they will not encounter any per-minute or per-message charges for calls or texts to those numbers. If, however, the allowance is exceeded, any further calls and messages are charged anywhere around 20p to 50p per minute or around 12p to 50p per message. If this happens, it is wise to purchase a slightly more expensive pay-as-you-go bundle and this will usually almost double the allowance.
On most networks, any pay-as-you-go top-up of more than about £15 usually comes with "unlimited" calls and texts for 30 days, thus completely avoiding the issue.
If you find yourself paying around 12p per minute on a landline
If you have a landline with "inclusive weekend calls" you will find that weekday daytime calls to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079 are charged at around 12p per minute (around £7 per hour), plus a connection fee of around 21p per call. This rip-off rate can be avoided by changing to a deal with Unlimited Anytime calls. This costs around £8 per month.
If you find yourself paying around 25p to 55p per minute on a contract mobile
Most mobile contract deals come with a set allowance of inclusive calls and texts per month to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. If the limit is exceeded, charges for additional calls and messages can be as high as 55p per minute or 50p per text. This can be avoided by increasing the "line rental" payment by a few pounds per month. In most cases this will almost double the inclusive allowance.
Excluding handset repayment costs, deals costing more than about £10 to £15 per month usually have unlimited calls and texts so this situation does not arise.
If you find yourself paying around 20p to 50p per minute on a pay-as-you-go mobile
Modern pay-as-you-go mobile deals come with a set allowance of inclusive calls and texts with each top up. These cover UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079. There's a wide variety of choices but £5 gets hundreds of minutes and texts and every few pounds extra gets hundreds more. A top up of £15 or more will usually have unlimited calls and texts. With these deals callers do not pay any sort of "per-minute" or "per-message" rate.
If you are paying a per minute rate for calls, you may be on the wrong deal and paying far too much for your calls to those numbers. This is because pay-as-you-go providers continue to offer a variety of older deals where there are no inclusive minutes or texts and instead those numbers are charged at rates of anything up to 50p per minute or 50p per text. These deals are poor value for money and in general should be avoided. After adding a £5 top-up why would anyone who intends using their phone to make calls and send messages choose the option where that £5 credit lasts just ten minutes or ten messages when there's a "bundle" option where the same £5 will give an allowance of hundreds of minutes and texts to use over the next 30 days?
Three is unusual in not offering any deals with inclusive allowances on pay-as-you-go. Instead they offer rates of 3p per minute and 2p per text.
Ordinary calls
So, it turns out that the Universal Credit helpline 0345 number is an ordinary number charged just the same as other 03 numbers and exactly the same as geographic 01 and 02 numbers. The call charges are set entirely by the caller's landline or mobile provider and the usual way to call all of these numbers is to use an inclusive allowance. Where this happens, there is no charge for individual calls. In general, this principle applies on all calls to UK landline numbers, non-geographic 03 numbers and UK mobile numbers. The advice on avoiding high charges when calling the Universal Credit helpline applies exactly the same for all calls made to UK geographic numbers starting 01 and 02, non-geographic numbers starting 03 and UK mobile numbers starting 071 to 075 and 077 to 079.
What about BT payphones?
Whilst usage of these has massively declined, they do offer a surprisingly competitive rate for lengthy calls to numbers starting 01, 02 or 03.
Calls from a BT payphone to numbers starting 01, 02 and 03 cost 60p for 30 minutes, 80p for 45 minutes and £1 for 60 minutes, and 20p for each additional 15 minutes.
If you are trying to call a government department on an 084 or 087 number - STOP
Be aware that if you find a premium rate 084 or 087 number listed online and purporting to be the contact number for a central government department or agency, a local council or some other public service, the number is very likely to be either out of date or a scam number promoted on a fake website. Do not call these numbers.
Official numbers are listed on the GOV.UK website. They usually begin 01, 02, 03 or 080.
Myths Debunked
"0345 numbers are premium rate" - FALSE.
0345 numbers, indeed all 03 numbers, are NOT premium rate. All 03 numbers are charged on exactly the same basis as whatever the caller already pays for calls to UK 01 and 02 numbers. This applies on landlines and on mobiles, both on contract and on pay-as-you-go.
"The called party is making money from incoming calls" - FALSE.
There is no revenue sharing on 03 numbers. Ofcom regulations prevent this. Call charges are set by the caller's landline or mobile phone provider and it is they who retain the revenue.
"0300 numbers are included in allowances, 0345 numbers are excluded" - FALSE.
If you have an inclusive allowance covering UK 01 and 02 numbers, ALL 03 numbers are included. Ofcom regulations in place since 2007 ensure this is so.
"Different 03 numbers are charged at different rates" - FALSE.
The cost of calling 03 numbers can vary depending on which provider is used to make the call but in general the rate does NOT vary according to the number called.
There is an exception to this. Several landline and mobile providers use an 03 number for their customer service line. If the number is called from a line provided by that provider, the call charges are waived. If the number is called from some other line, the normal call charges apply.
"You cannot have an inclusive allowance on pay-as-you-go" - FALSE.
Almost every mobile provider offers deals with inclusive allowances. A £5 top-up gets hundreds of minutes and texts. A £10 top-up gets hundreds more. By around £15 or £20, the deal is unlimited calls and texts for a month.
"Calls to 0345 numbers can cost up to 55p per minute" - TRUE.
While the statement is true, this charge is not inevitable. In fact, it is highly unusual. It applies on Vodafone contract mobile deals but only if the caller uses up their allowance and then carries on making more calls. The 55p per minute rate applies to such calls made to numbers starting 01, 02, 03, 071-075 and 077-079. While "55p per minute" makes a great newspaper headline, it's not the reality for the vast majority of calls or callers made to these numbers.
"Calls on pay-as-you-go cost more than on contract" - FALSE.
Modern pay-as-you-go deals have inclusive allowances and prices that compare quite well with SIM-only contract deals. With the focus on contract deals, the commensurate pay-as-you-go deals are rarely mentioned. Some sites have very comprehensive detailed lists of these deals.
See also:
https://forums.moneysavingexpert.com/discussion/5292529
https://forums.moneysavingexpert.com/discussion/5639282
https://forums.moneysavingexpert.com/discussion/5575878
https://forums.moneysavingexpert.com/discussion/5528968
https://forums.moneysavingexpert.com/discussion/5219756
0
Comments
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It's all well and good suggesting people upgrade their call packages to avoid the charges, but you're entirely missing the point. The people most affected by this do not have a spare £8 or £9 a month, or the capability to shop around for a better mobile deal.
The government should not be putting unnecessary barriers in the way of the most vulnerable seeking help.0 -
I think you are missing the point. This is a Money Saving forum and the advice above is designed to help people get the best deal for all of their calls to UK landline numbers, 03 numbers (including the UC helpline) and UK mobile numbers.
Every time I see someone stating they "spent £30 on a single call at 50p per minute" I realise they probably have no idea that £30 could have paid for unlimited calls for two (or perhaps three) months on a different deal - hence the above post.
Anyone paying more than about £10 to £15 per month for ALL of their calls to landline numbers, 03 numbers and mobile numbers is very likely on an entirely unsuitable call plan for their needs.
When money is tight, paying £10 to £15 for unlimited calls for a whole month is far preferable to spending £10 every 20 minutes or £15 every 30 minutes - and that is just the sort of variation in deals currently available on pay-as-you-go.0 -
The fact that anyone could/might/does pay 55p a minute to speak to the UC helpline is obscene.0
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If they are, then that is the rate they are paying to call all landline numbers, all 03 numbers and all mobile numbers. It' s the rate set by the caller's mobile provider when the inclusive allowance is exceeded. The called party pays no part in setting the rate for calls to ordinary numbers.The fact that anyone could/might/does pay 55p a minute to speak to the UC helpline is obscene.0 -
Let's face it.
Jeremy Corbyn and the BBC are not going to say:
"The Government has chosen a number 0345 so that the vast majority of people will be able to phone the Universal Credit Helpline for the least possible cost."
Interestingly, if you Google the Labour Party Phone number, it comes up with - you guessed it - an 0345 telephone number.
And the BBC? They offer an 0370 number."There are not enough superlatives in the English language to describe a 'Princess Coronation' locomotive in full cry. We shall never see their like again". O S Nock0 -
The issue arose because someone saw "up to 55p per minute" on a chart of general telephone call charges and incorrectly jumped to the conclusion that this made it a premium rate number. It doesn't. This is merely the extreme end of call charges encountered if the caller exceeds their inclusive allowance on the very worst phone deal on the market and this situation is almost entirely avoidable.
This story, and several variations of it, has come up several times since the end of 2015, each time raised by a more prominent politician than before - but all based on a misunderstanding of the real problem that needs to be solved and complete confusion over what people actually pay for the calls they make.
One issue fuelling uncertainty and spreading confusion over call charges is that the information on call charges presented on the GOV.UK website contains numerous errors and inconsistencies, and fails to effectively clarify the role of inclusive calls.
One of the errors in the chart is now fuelling an additional fake story saying that it is cheaper to call HMRC's 0300 numbers than DWP's 0345 numbers. It isn't and never has. Both are included in allowances on landlines and mobiles or otherwise cost the same as each other and the same as calling a UK 01 or 02 landline number.
Calls to the UC helpline when making a new claim can be very long. For this reason alone the number for this and for booking appointments and chasing up incorrect or missing payments should be a free-to-caller 080 number. Until such time as that happens, callers need to make sure they are not paying too much for calls - and the advice above covers calls to all UK landline numbers, all 03 numbers and all UK mobile numbers, not just the UC 0345 helpline number.
There is a role for Ofcom here - to raise awareness of inclusive call plans and the breakeven point (very low!) where these become better value for money than paying a per-minute rate. The 03 range of non-geographic numbers has been around for just short of ten years. The general principle that these calls "count towards inclusive allowances on landlines and mobiles else are charged at geographic rate, the same as calling UK 01 and 02 numbers" is still not as widely engrained as it should be. Ofcom could perhaps do more to raise awareness.0 -
If they are, then that is the rate they are paying to call all landline numbers, all 03 numbers and all mobile numbers. It' s the rate set by the caller's mobile provider when the inclusive allowance is exceeded. The called party pays no part in setting the rate for calls to ordinary numbers.
Some people on benefits won't have a good enough credit rating to be able to get a phone contract and even if they can they might not be able to afford a contract which includes a few hundred minutes to 01, 02 and 03 numbers as part of an allowance.0 -
Some people on benefits won't have a good enough credit rating to be able to get a phone contract and even if they can they might not be able to afford a contract which includes a few hundred minutes to 01, 02 and 03 numbers as part of an allowance.
Using the same logic, you may as well argue that Jobcentres shouldn't have a presence in town centres because some people on benefits cannot afford bus fares to get there. Or the DWP shouldn't supply addresses as some poor people can't afford 50 odd pence for a stamp to write to them!
From what I have seen, many, many people on benefits who claim not to be able to manage seem to be able to afford iPhones, cans of beer and supplies of fags, not to mention running cars although they may be missing such things as road tax or insurance. A few hours viewing of the many TV programmes now devoted to 'benefits Britain' is an eye opener for many millions of people.
But carry on with the likes of Corbyn trying to berate everything the government does. But remember, it was a Labour Government under Messrs Blair and Brown that instituted 0844 numbers and foisted them on benefit claimants in the first place."There are not enough superlatives in the English language to describe a 'Princess Coronation' locomotive in full cry. We shall never see their like again". O S Nock0 -
poppasmurf_bewdley wrote: »Using the same logic, you may as well argue that Jobcentres shouldn't have a presence in town centres because some people on benefits cannot afford bus fares to get there. Or the DWP shouldn't supply addresses as some poor people can't afford 50 odd pence for a stamp to write to them!
Many town centres no longer have job centres and some of the ones which do will lose them by the end of the current financial year as part of DWP cost cutting!
The problem isn't so much the potential cost per minute of the call, it's the fact that even when you go in for a normal job centre appointment your advisor can no longer answer benefit related queries and informs you to phone the helpline, while the helpline is understaffed meaning people who phone it are being kept on the line for too long.From what I have seen, many, many people on benefits who claim not to be able to manage seem to be able to afford iPhones, cans of beer and supplies of fags, not to mention running cars although they may be missing such things as road tax or insurance. A few hours viewing of the many TV programmes now devoted to 'benefits Britain' is an eye opener for many millions of people.
If you signed up to an iPhone contract before you were made unemployed then continuing with the contract might be a more viable option than cancelling the contract and losing your phone plus a load of money.
Making a TV program about the 99% of unemployed benefit claimants who work hard looking for work wouldn't win the TV ratings. Making one about the 1% who abuse the system gets good TV ratings.But carry on with the likes of Corbyn trying to berate everything the government does. But remember, it was a Labour Government under Messrs Blair and Brown that instituted 0844 numbers and foisted them on benefit claimants in the first place.
Under Blair and Brown you could search for a phone number for your local job centre online. There also used to be a phone inside the local job centre that claimants could use for free if they needed to contact an external office for a benefits related query. Under Cameron those phone numbers and phones in job centres were abolished and replaced with an understaffed call centre based in Lincoln, with local job centre staff no longer able to answer benefit related questions as I mentioned earlier.0 -
One of the errors in the chart is now fuelling an additional fake story saying that it is cheaper to call HMRC's 0300 numbers than DWP's 0345 numbers. It isn't and never has. Both are included in allowances on landlines and mobiles or otherwise cost the same as each other and the same as calling a UK 01 or 02 landline number.
Incorrect. On a BT landline a call to an 0300 number if free, a call to a 0345 number is the same cost as a call to your next door neighbour - which isn't free but is included as part of an allowance for SOME customers.0
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