FAQs
Below is a list of questions we're often asked. If you're new to PhonepayPlus, this might be a good place to start.
Phone-paid services offer some form of content that is charged to your phone bill or pre-pay phone account. Services can be accessed by landline or mobile phone, fax, interactive TV (for example, by using the red button on the remote control) and PC (for example, in e-mails or on the internet). Most phone-paid services are run responsibly and don't cause concern.
The money paid by users for these services is shared between the phone network carrying the service and the organisation(s) providing the content.
Typical services include:
Most services are advertised on either 09 dialling codes or, in the case of text services, four or five-digit short code numbers followed by a descriptive key word (for example, 11111 VOTE). Services offering adult entertainment can only be advertised on 0908, 0909 or 098 numbers and on mobile short code numbers beginning 69 or 89. Directory enquiry services are advertised on six-digit numbers beginning 118.
In some instances, such as interactive TV where you make ‘calls' by pressing the red button on the remote control, the phone number may not be shown. However, it should be made clear to you what the charge is and that it will appear on your bill.
Phone-paid / Premium Rate Services currently vary in cost from 10 pence to £1.50 per minute/call/text. Please note that your phone company (landline, cable or mobile) may also add a additional charge in addition to the advertised rate. Any additional charge will vary depending on your telephone company. You should check the cost of calling or texting Phone-paid / Premium Rate Services from your phone with your own telephone company.
Numbers beginning 118 are directory enquiry services.
Directory enquiry (DQ) services help you to find the telephone number of people or organisations you are trying to contact.
Services and charges offered by directory enquiry companies vary. For example some services give you the option of being put straight through to the number you require - but at an extra cost.
International numbers start with (prefixed) with 00.
PhonepayPlus regulates international numbers only if they provide a product or service.
Please note that PhonepayPlus in unable to provide information on these services, however we do share the number details with phone companies so that, if necessary, they can take action.
070 prefixes ares used for personal numbers also known as a 'find-me-anywhere' services.
070 numbers cost up to 50p per minute from a landline (fixed line phone) but if you call from your mobile call costs will vary and you may be charged more.
PhonepayPlus regulates 070 numbers if they 'offer' premium rate-style services and the cost of the call exceeds 10p per minute.
This is the start of a freephone number. Freephone is free to call from a landline (fixed line phone) but if you call from your mobile call costs will vary depending on your mobile network and you will be charged.
This is a call reverse charge service. Although this starts with 0800 and is free to dial (from landlines only, you will be charged if using your mobile), the person receiving the call will have to pay.
084 numbers cost up to 5p per minute from a landline (fixed line phone) but if you call from your mobile call costs will vary depending on your mobile network and you may be charged more.
087 numbers cost up to 10p per minute from a landline (fixed line phone) but if you call from your mobile call costs will vary depending on your mobile network and you may be charged more.
0871 numbers are used to provide intelligent call-routing and other services, and allow the organisation you're contacting to receive a share of the call charge.
Therefore, calls to these numbers are likely to be more expensive than the cost of calling geographic numbers.
Calls to 0871 numbers cost up to 10p per minute from landlines but will vary depending on your phone company or if using a mobile.
0900/ 0901
Call cost up to 60p per minute with a maximum call cost of £5.00; or fixed cost up to £1.00 per call
0904
Open-ended at any cost per minute; or fixed cost per call at any rate
0905
Open-ended at any cost per minute; or fixed cost per call at any rate
09059
Live multi-party chat services costing up to 60p per minute
0906
Open-ended at any cost per minute; or fixed cost per call at any rate
0907
Pay-for-product services costing more than £1.00
0908/ 0909/ 098
Adult services at any rate, ranging from 10p to £1.50
091
Open-ended at any cost per minute; or fixed cost per call at any rate.
NB: The codes 0902 and 0903 have not been allocated at present and will be reserved for increased demand or new services.
PhonepayPlus can help you with any question about or problem you've had with a premium rate service. All UK-based premium rate services must be advertised on '09' number types or mobile SMS/TEXT short codes. 'Adult' (sexually explicit) services start with 0908, 0909 or 098.
In addition to the advertised costs, calls to premium rate numbers made by landline phones may incur an additional charge. Any additional charge will vary depending on your telephone company. You should always check the cost of calling phone-paid from your phone with your own telephone company.
Calls and texts made to phone-paid/using a mobile phone vary in cost depending on the mobile phone network you're using and your price plan. It's best to check the cost of calling or texting phone-paid/ from your phone with your telephone operator, before you do so.
These are normally four or five digit numbers. Often they begin with 5, 6, or 8 followed by a key word. For example: 81111 VOTE.
Before you sign up to an SMS/TEXT service, check that your handset is able to receive the service (for example not all handsets can receive or view videos).
Check whether you're signing up to a single (one off) text service with one single payment or to a subscription service where you will be billed on a regular basis (some ring tones operate this way, for example).
Companies offering subscription services must make it clear to you that you're signing up for a subscription service, and let you know:
The cost of SMS/TEXT services varies from network to network. However, typical costs for a single text message you'll receive range from 25p to £1.50 per message.
Phone-paid/Premium Rate SMS/TEXT Short Codes are allocated to service providers in accordance with a Code of Practice, administered by the Mobile Data Association.
You can unsubscribe from or stop any service that charges you for receiving texts (not sending them) by texting the word STOP to the SMS or TEXT Short Code number.
PhonepayPlus can only order a company to pay a refund once we have completed an investigation and where refunds are agreed by the Board. The Board frequently agrees that refunds should be paid when a breach of the Code of Practice has occurred.
We will write to you when the investigation is complete informing you of the outcome of the adjudication and how you can receive your refund.