Vodafone 'access' charges

bigdavecox90

Hi guys, not sure if anyone else has been stung by this but looking to just see if anyone can provide advice.


So I called an 0844 number from my mobile number, seeing on the companies (that I was calling) website that they would charge 7p per minute - which I was happy to pay.



I've since received my phone bill to find out that Vodafone charge a 55p per minute 'access' charge.


When asking them, they've tried to fob me off with 'these are charged by a third party' which I simply don't believe as the third party fee was 7p per minute.


How can they justify charging 55p per minute? For what exactly?

d123

bigdavecox90 wrote: »

Hi guys, not sure if anyone else has been stung by this but looking to just see if anyone can provide advice.


So I called an 0844 number from my mobile number, seeing on the companies (that I was calling) website that they would charge 7p per minute - which I was happy to pay.



I've since received my phone bill to find out that Vodafone charge a 55p per minute 'access' charge.


When asking them, they've tried to fob me off with 'these are charged by a third party' which I simply don't believe as the third party fee was 7p per minute.


How can they justify charging 55p per minute? For what exactly?

All the networks now charge access charges for calls to premium rate numbers, even the landline providers.

For some reason OFCOM thought it would make things more transparent and fairer to the customer...


PS

Most 084x numbers have alternatives these days, it’s wise to research the number before dialling one of them again.

bigdavecox90

d123 wrote: »

All the networks now charge access charges for calls to premium rate numbers, even the landline providers.

For some reason OFCOM thought it would make things more transparent and fairer to the customer...


PS

Most 084x numbers have alternatives these days, it’s wise to research the number before dialling one of them again.

Thanks mate, definitely learnt my lesson on this one. It's not that there is a charge that grates on me, it's how they can justify 55p per minute!!!


Like these phone companies are struggling for money as it is....

d123

bigdavecox90 wrote: »

Thanks mate, definitely learnt my lesson on this one. It's not that there is a charge that grates on me, it's how they can justify 55p per minute!!!


Like these phone companies are struggling for money as it is....

All of the networks charge the same 55p access charge, a cynic would suggest its the maximum allowed by OFCOM (even though OFCOM don’t mention a maximum).

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/how-much-does-a-phone-call-really-cost

grumbler

bigdavecox90 wrote: »

So I called an 0844 number from my mobile number, seeing on the companies (that I was calling) website that they would charge 7p per minute - which I was happy to pay.

Usually they say this in a different way.
Something like "7p/min service charge plus access charge of your provider".

Ian011

All numbers starting 084, 087, 09 or 118 are premium rate. Callers pay both an Access Charge and a Service Charge. The premium is the additional Service Charge paid to the benefit of the called party and their telecoms provider.

Regulation from BIS means that retailers, traders and passenger transport companies are banned from using these numbers for after-sales enquiries and issues. Regulation from the FCA means that banks, card companies and insurers are banned from using these numbers for contact by existing customers. Guidance from the Cabinet Office has also banned usage of these numbers by government departments, their agencies and contractors. This being the case, there should be no need to call any 084 or 087 numbers.

If you are looking online for contact telephone numbers, be aware of the "call connection service" scam. There are thousands of websites promoting fake premium rate numbers purporting to "connect" you to very many well known organisations and businesses. Irrespective of which prefix (084, 087 or 09) is being used, these websites should be reported to the Phone-paid Services Authority (PSA).

Was the number you called a genuine number or a scam connection service? If a genuine number, was it operating in breach of the BIS or FCA regulations?

d123 wrote: »

All of the networks charge the same 55p access charge, a cynic would suggest its the maximum allowed by OFCOM (even though OFCOM don’t mention a maximum).

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/how-much-does-a-phone-call-really-cost

There is no maximum for the Access Charge. That Ofcom page supposedly sets out the range of prices that providers actually charge, but it is out of date. Although it might seem that way, you are incorrect in stating that all networks charge 55p per minute. The main four networks, Vodafone, O2, EE and Three, charge 55p per minute. Virgin Mobile charges 58p per minute. The cheapest mobile provider charges 5p per minute and rest charge somewhere above 5p per minute but below 55p minute. The Access Charge is usually the same rate as the charge for a non-inclusive call to a landline number, 03 number or mobile number.

d123 wrote: »

All the networks now charge access charges for calls to premium rate numbers, even the landline providers.

For some reason OFCOM thought it would make things more transparent and fairer to the customer.

Most 084x numbers have alternatives these days, it’s wise to research the number before dialling one of them again.

The new system, in place since 1 July 2015, is more transparent. Now it is clear how much your phone provider is charging and how much the called party is charging. Each party separately declares their charge. The Access Charge is a single rate set out in your phone providers tariff sheet and covers all 084, 087, 09 and 118 numbers. The called party must declare the Service Charge for their number immediately adjacent to the number wherever that number is advertised or promoted. Add those two numbers together to find the overall rate.

Previously, all you would see is, e.g., "calls cost 5p per minute from a BT landline, other providers charge more" next to the number but that call could have cost 40p per minute or more from a mobile phone. Finding the actual charge was not at all easy. You would have to look up the specific prefix, e.g. 0844 477 or 0845 600, in a table that ran to around 200 pages to find the tariff code, e.g. g7 or g28, and then look in a different pricing document to find the rate charged for that tariff code. Additionally, when there was a dispute about charges, the phone provider and the service provider would blame each other for the high charge because the old system was not at all transparent. This can no longer happen, and, more usefully, usage of these numbers is now banned for most purposes, with, in some cases, the law requiring the call charges to be refunded.

d123

Ian011 wrote: »

Although it might seem that way, you are incorrect in stating that all networks charge 55p per minute. The main four networks, Vodafone, O2, EE and Three, charge 55p per minute. Virgin Mobile charges 58p per minute. The cheapest mobile provider charges 5p per minute and rest charge somewhere above 5p per minute but below 55p minute.

No, I am correct, Ian.

There are only four actual networks in the UK, and all four charge 55p per minute.

I specifically said network, rather than mobile provider to avoid the mess of having to wade through all the rates charged by MVNO’s.

Ian011

Stated that way, yes, you are correct. The four mobile networks (Vodafone, O2, EE, Three) all charge 55p per minute. The other mobile providers (all the various MVNOs) charge between 5p and 58p per minute. Virgin Mobile is the most expensive at 58p per minute.

Herongull

On the rare occasions when you really need to call an 0844 number from your mobile, consider 18185, they only charge 7p per minute for 084 numbers (ie that is what you pay). They are also good for making the occasional call to countries abroad.

Hydro1

I notice that the Smarty access charge is 3p, but the wording doesn't make it clear (to me) if that is per call or per min:

084 calls 3p Access Charge plus up to 7p per minute or 7p per call which is the Service Charge.
087 calls 3p Access Charge plus up to 13p per minute or 13p per call which is the Service Charge.

https://smarty.azureedge.net/files/SMARTY-Price-Guide.pdf

d123

Hydro1 wrote: »

I notice that the Smarty access charge is 3p, but the wording doesn't make it clear (to me) if that is per call or per min:



https://smarty.azureedge.net/files/SMARTY-Price-Guide.pdf

Per minute, according to the OFCOM guidance.

How it works now
Since 1 July 2015, the cost of calling service numbers is now made up of two parts:

An access charge: This part of the call charge goes to your phone company, charged as pence per minute. They will tell you how much the access charge will be for calls to service numbers. It will be made clear on bills and when you take out a contract.

A service charge: This is the rest of the call charge. The organisation you are calling decides this, and will tell you how much it is.

Let’s take an example.

Say your particular phone company charges you 5p per minute for calls to service numbers - that is their access charge. And let’s say the service charge for a particular number you want to call is 20p per minute. In that case, you would see information like this:

“Calls cost 20p per minute plus your phone company's access charge.”

In this particular example, the call would cost 20p per minute (the service charge), plus 5p per minute (the access charge). So the call would cost you 25p per minute.

Which numbers are affected
These rules apply to all consumer calls to 084, 087, 09 and 118 numbers across the UK, delivering clearer call rates for everyone.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling