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Frequently Asked Questions: What do I have to do to use this service? How much does this cost? How will I be billed? What can I do if I think I've been overcharged? Are there peak/offpeak times? Can I use this service to call U.K if I am in another country? Can I use this service with mobile phones? I have tried using your service from my mobile phone but it doesn't work? Can I ring mobiles in the country I wish to call? How can you offer a lower international rate than my service provider? I cant seem to call your access numbers? I still have a question What do I have to do to use this service? There is no registration required. All you need is the access number for the relevant country you wish to call. We suggest you write this down for safe keeping. Once you've dialed the access number listen to the recorded instructions and when asked for it enter the destination number (the number of the person you want to call). back to questions How much does this cost? We only bill you for the time you are connected to the access number. All prices are inclusive of VAT. There are no hidden charges from us. Please check with your service provider for any connection fee's. BT charges a 6p setup fee for each call. For example, if you made a ten minute call to a mobile in Brazil (using the access number 0871 552 2447 at 8p per minute) the total cost of the call from a BT landline would be 86 pence (10 minutes x 8p/min = 80p + 6p connection fee). This is what will show up on your bill. It is also up to your service provider whether they charge calls by the second or round to the nearest minute. Here is a full list of access numbers and rates back to questions How will I be billed? You will not recieve any bills directly from us. All calls to our access numbers will show up on your normal phone bill from your service provider (usually BT, TalkTalk, NTL:Telewest/Virgin Media, or your mobile provider). As your normal telephone provider bills you for the calls, only the detail they usually include will show up on your bill. Unfortunately, we are unable to supply you with itemised call records. back to questions What can I do if I think I've been overcharged? We suggest you contact your service provider (the company who sends you your bill) as it is likely they are charging you a fee which is outside of our control. We do not recieve a penny from any extra charges that your service provider charge you. We are unable to overcharge you as we adhere to Ofcoms (the UK's telecommunications regulator) strict guidelines. If your service provider is unable to satisfactorily settle the issue please visit www.ofcom.org.uk back to questions Are there peak/offpeak times? We charge one flat rate regardless of the time of day or which day of the week you call. All numbers can be used 24 hours a day, 7 days a week, 365 days a year. We used to charge differently using 0845 and 0870 numbers. These numbers no longer work and you should look up the new access number for the country you wish to call. back to questions Can I use this service to call U.K if I am in another country? Currently this service only works from inside the UK. It does not work the other way around (e.g if you were in America you can not use it to call the U.K). If you wanted to do this you could call the person in the U.K and then get them to ring you back using the relevant access number for the country you are in. back to questions Can I use this service with mobile phones? Yes absolutely, some mobile phone providers even include calls to our access numbers in with your free minutes! You can also use this service to call mobiles within the UK. Simply look up the access number for "UK mobile". back to questions I have tried using your service from my mobile phone but it doesn't work? You do not need to press the call button after dialing the destination number, only after the access number. Once connected to the access number just dial the destination number and allow it to connect automatically. back to questions Can I ring mobiles in the country I wish to call? Yes, look up the access number for the relevant country and use the number displayed to call mobiles in that country. Sometimes this may be higher rate and therefore different access number to call a landline in the same country. back to questions How can you offer a lower international rate than my service provider? Because we specialise in international calls and your current service provider (whether it is BT, NTL, Telewest etc) does not. When you dial our access number we charge your service provider not you. Your service provider has to share their profit as part of UK telecom interconnection agreement. We use the money we receive to fund calls abroad. Similarly, the reason that it is expensive to call UK mobiles from the UK is because your telephone company has to pay the mobile company when you ring a mobile number. A Mobile phone company use the money to fund the infrastructure, pay their staffs etc. In this case, we use the money we receive from 0844/0871/0905 numbers to fund international calls. We also keep overheads low by being purely web based and not having to staff expensive call centers. back to questions I cant seem to call your access numbers? Certain UK operators may not allow calls to our access numbers. Contact your service provider and ask them to remove any restrictions. back to questions I still have a question Get in contact with us here. We will try to get back to you as soon as possible however it may take a while at busy times. back to questions Terms and conditions Callers must ensure they have bill payer's permission before using the service. All calls are billed by your telephone line provider at their relevant rates. Calls are charged from time of connection to the service, so we advise replacing the handset after a short period if your calls are engaged or unanswered. When you call from a mobile, remember to only press the call or send button after dialing the access number but not again after dialing the destination number. We reserve the right to terminate fraudulent calls. The service is subject to availability. Service provided by Telco Global Ltd, Telco House, 284 Southbury Road, Enfield, Middlesex EN1 1TR