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Frequently Asked Questions
General
Calling Accounts
Roaming
Student
Phonecards
(Click
here)
Yes, call Customer Services
on 0870 1 20 20 33 option 4. Office hours
are from 9.30am to 9pm Monday to Friday and from 12
noon to 6pm Saturday and Sunday. Account Holders should
always quote the relevant account number when contacting
us.
No one – not even the largest
telecommunication companies – can guarantee 100% quality
and service at all times. However, we do pledge to
do our best to keep our customers making calls and saving
money.
Yes, we are continuously monitoring
our rates to ensure that they are competitive and reliable.
Very rarely rates to particular destinations might increase.
Rate changes take place without notice that is why it’s
important to pay regular visits to our site.
Are the call rates quoted available
at all times?
Yes, except where stipulated (i.e.
UK peak and off peak), the rates quoted are available
24 hours a day, 7 days a week.
Yes.
There are no hidden costs with our
service – we will advise you at the outset of any additional
charges which you may incur.
You can call from any touchtone phone.
CALLING ACCOUNTS
So that we can select the best service
for your needs.
No. Opening one account gives you
access to 0800 (FREEPHONE) and to various Indirect Access
numbers - see below.
£25 – this is an advance against
calling costs.
Yes.
There is a minimum
charge of 4p.
How are calls charged?
Calls are charged in one minute increments.
Yes, but be aware that some hotels
may have a policy of surcharging calls made through
service providers. You should check beforehand. You
might find the other Indirect Access numbers are a better option
in this instance
You would need to check with your
network to ascertain what charges will be made to access
0800/0208//0207/0845 numbers. Access to the numbers
other than 0800 during any "free minutes" is usually very
cost effective. Currently access to our 0800
numbers via Orange contract phones is free of charge
however we cannot guarantee this facility.
Yes, but there will be a surcharge
of 15p per minute when using BT public payphones.
This rate is in line with the industry norm.
With your e-d
Calling Account you can call anywhere in the world from
each of 9 European countries using
Roaming
Extensions. We have a separate
e-d Roaming
Account for use outside the UK calling from 28
countries.
You can open an account using an
on-line
registration form or by calling Customer Services
(0870 1 20 20 33) option 4 or by e-mailing us at sales@phonecard-services.co.uk
or by faxing us at 0208 747 0382.
You can select automatic top-up when
you register, use our on-line top-up
form or you can e-mail us with your instructions.
You can pay on-line using a credit
card or send a personal cheque to: justphone Ltd., PO Box 8213, Chiswick, London W4 3WR. If you
opt for automatic top-up then we will need details of
your credit card account.
Once your funds are cleared we will
open the account straight away (usually within 2 hours).
Applications received overnight will be processed the
next morning.
These are normally e-mailed to you
but they can be faxed or posted.
0208/0207/0845 numbers attract the cost of a local or national
call charge from your phone service supplier. These
rates are lower in the evenings and weekends and therefore
add less to the overall call charge - one main advantage of
these indirect access numbers number is that they can
often be used with mobile
phones especially with any "free minutes"
allowance.
Currently the BT charge is as follows:
If classed as "local": daytime - 3.95p; evenings
- 1.49p; weekends - 1p
If classed as "national": daytime - 7.91p;
evenings - 3.95p; weekends - 2p
Our
services are not suitable for calling non-standard or
non-geographic phone numbers (e.g. national or international
Freephone numbers, personal numbers, premium numbers or other audio text
services) and if such calls are made they will be charged
at rates substantially above the prices advertised.
It is very simple and full operating
instructions will be sent to you with your account details.
Yes, we can set up Accounts
to operate with specified phone number(s) – this
works on a process known as CLI (Caller Line Identity).
You can still use the Account from other phones in the
normal way
If
I decide to terminate my account can I get a refund?
Yes, we will refund you the credit
remaining on the account less an administration fee
of 10% (minimum fee £2.50).
Yes, the Account will expire six
(6) months after last usage.
ROAMING SERVICE
You can open an account with a credit
limit of US$25
How will
I receive my account details?
Once your application has
been successfully processed we will e-mail or fax your
account details to you with full operating details
Are the
access numbers toll free?
Yes, all
the numbers are international toll free numbers.
Are there
any other connection charges?
No
Yes. Simply complete the on-line
top-up form, email or telephone
us!
Will the
account expire?
Yes,
12 months from first usage.
How do
I know how much time I have left on the account?
When
you dial your destination number you will receive a voice
prompt giving you the number of minutes remaining.
What is
the dialling procedure?
- Dial the access number
and wait for the greeting;
- At the prompt enter your
account number;
- At the prompt dial the
destination phone number (for calls to the USA/Canada
- dial 1 + area code + destination number;
for calls outside the USA – dial 011 + country code
+ area code + local number).
- For follow on calls, don’t
hang up, just press the hash # key three times and
wait for the prompt then dial as described above.
How are
calls billed?
The billing
for this service is in 2-minute increments.
Some examples:
A
call from the U.K.
to the U.S: The
rate from the U.K. to the U.S. is $.13 per minute.
The
call is for 55 seconds, which gets rounded up to two
(2) minutes. Therefore $.13 x 2 = $.26
A
call from the U.K.
to the U.S: The
rate from the U.K. to the U.S. is $.13 per minute.
The
call is for 1 minute 29 seconds, which gets rounded
up to two (2) minutes. Therefore $.13 x 2 = $.26
A
call from the U.K.
to the U.S: The rate from the U.K. to the U.S. is $.13
per minute.
The
call is for 2 minutes 35 seconds, which gets rounded
up to four (4) minutes.
Therefore $.13 x 4 = $.52
STUDENT ACCOUNT
£10 – this is an advance against
calling costs.
Yes, the minimum charge is 5p.
You can open an account using an
on-line
registration form or by calling Customer Services
0870 1 20 20 33 Option 4 or by e-mailing us at sales@phonecard-services.co.uk
or by faxing us at 0208 747 0382.
You can select automatic top-up when
you register or you can e-mail us with your instructions.
You can pay on-line using a credit
card or send a personal cheque to: justphone Ltd., PO Box 8213, Chiswick, London W4 3WR. If you
opt for automatic top-up then we will need details of
your credit card account.
Once your funds are cleared we will
open the account straight away. Applications received
overnight will be processed the next morning.
These are normally e-mailed to you
but they can be faxed or posted.
It is very simple and full operating
instructions will be sent to you with your account details.
Yes, we can set up Accounts
to operate with specified phone number(s) – this
works on a process known as CLI (Caller Line Identity).
You can still use the Account from other phones in the
normal way
To make things quicker we can set
certain CLI accounts on private landlines for four or
five digit
access.
Yes, we will refund you the credit
remaining on the account less an administration fee
of 10% (minimum fee £2.50).
Yes, the account will expire six
months after last usage.
PHONECARDS
Normally £5, £10 and £20 (the £20
card attracts 10% extra call time free).
Yes, the minimum charge is 6p.
The card will expire 6 months after
last usage.
When you make your call you will
hear a voice prompt which will advise how much credit
is left.
Very simple – full instructions are
given on the card reverse.
No, never insert the Phonecard in
to a payphone.
Yes, there will be a surcharge of
15p per minute. This rate is in line with the industry
norm.
This is not currently possible, but
you can use our justphone Roaming service - see above.
Yes, by calling Customer Services
on 0870 1 20 20 33 Option 4. Customer Services hours are
now 9.30am to 9pm Monday to Friday and 12 noon to 6pm
Saturday and Sunday (all UK time) – top-up applications
received by email outside these hours will continue
to be monitored and processed as soon as possible.
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