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This information applies to England, Wales, Scotland and Northern Ireland
Who can supply a phone service
It is now possible to choose between a range of phone service providers for phone lines and equipment providers for telephone handsets, faxes and switchboards. As well as BT, other phone service providers now include NTL (incorporating Cable and Wireless plc) and Energis Communications (for business customers only), and various cable phone service companies.
Choosing a phone service provider
Before choosing a phone service provider find out what phone services are available and how much they will cost. For example:-
- the cost, including rental of equipment, line and call charges and call facilities such as call waiting
- whether cheaper rates are offered for particular payment methods, for example, if you pay by direct debit
- what standards the phone service providers offer, for example, standards for repairs, or extra help for older or disabled customers
- the phone service providers’ policies, for example, on debt and disconnection.
Each phone service provider issues a Code of Practice that covers issues like repairs, maintenance, disconnection and their complaints procedure. Check the Code of Practice before choosing a service provider. For the addresses of where to obtain copies of the Codes of Practice of the individual phone service providers, see under heading Complaints against a phone service provider.
Standard contracts
When you apply to have a phone installed you will be sent an application form which will show what the service provider and the customer will both agree to in the contract. For example, you may have to agree to be responsible for rental charges for one year. If you wish to terminate the line rental before the end the year, you will have to pay the full year's rental if you agreed to this in the contract.
If you feel that any of the terms and conditions in a contract are inappropriate or unacceptable consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on  nearest CAB.
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Deposits
Some phone service providers may ask for a deposit before providing a phone service. For example, you may have to pay a deposit if you have an outstanding court order against you for non-payment of any bill. Even if they do not charge a deposit, a phone service provider may limit the amount of calls you may make. As soon as a certain level of calls have been made a bill will be sent.
Before agreeing to supply a phone service, the phone service provider may make credit checks using a credit reference agency.
For details of credit reference agencies and how to check a person’s credit records, see Credit.
If the phone service provider does charge a deposit, you will be notified of this and the amount payable.
Any deposit will be held by the phone service provider for a certain period. If you establish a good payment record, the deposit (plus interest) will be credited against future bill(s).
If you are being asked for a deposit and you feel it is either too high, or you should not pay a deposit at all, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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Installation and connection charges
You may have to pay charges before your phone is installed or connected. For example, for the installation of phones if there is not already a phone on the premises, or the re-connection of an existing phone line. Charges may also be made for additional equipment such as extensions to existing installations, new plugs or extra bells.
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Choosing equipment
You can rent or buy phone equipment. Get details from the sales office of the phone company.
Check that any equipment you buy is approved for connection to the UK public telephone network. This is important to check as phone service providers may remove any unapproved equipment from their network. Approved equipment is marked with a green dot.
The phone service provider will not have responsibility for equipment that was not rented or bought from them.
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Maintenance contracts
Your contract for the rental of phone equipment may include conditions about free repairs to the equipment.
The phone service provider may also offer a range of additional maintenance services for quick emergency repairs. You will usually have to pay extra for these unless the phone service provider gives exemptions, for example, BT does not charge extra to customers who are very severely disabled.
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Phone directories and directory enquiries
BT produces a phone directory. You can choose not be included in this if you do not want general access to your phone number.
No charge is made for a listing in the telephone directory.
If you are listed in the directory, your telephone number will also be available from companies which deal with enquiries about telephone numbers. These companies charge for their services, unless a person is disabled. Disabled phone users must register with the phone service provider before they are eligible for this.
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Repairs
Each phone service provider has a different policy on repairs, and you will need to check the phone service provider’s Code of Practice.
Codes of Practice on repairs will usually cover issues such as whether there is a time limit during which repairs should be started once a problem has been reported and whether faults are repaired free of charge. This is often the case unless the phone service provider decides the fault was due to damage caused by the customer.
If you have a problem with repairs consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
Rebates and compensation when phone service is unavailable
If your phone is not working properly for more than a certain time after being reported, you may have a right to a rental rebate on the standing charge. The phone service provider may also have to pay compensation for the period when the phone service was not available. Details will be in the Code of Practice.
If you are having problems with rebates and compensation, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
Claiming the cost of repairs on insurance policies
You may be able to claim on your house contents insurance policy for the cost of repairing or replacing damaged phone equipment if this is not provided free of charge by the phone service provider. Check your policy to find out whether there is an excess or loss of no-claims bonus since the cost of replacing damaged telephone equipment is usually quite low.
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The right to a phone service
BT has an obligation to provide a phone service to anyone who asks for it, unless a prospective customer has been in debt with BT before. In this case, BT can refuse to provide a new service.
If a prospective customer lives somewhere remote, the price of providing a phone service may be extremely high, and the person may not be able to pay the full connection cost.
None of the phone service providers other than BT have an obligation to provide a phone service.
If BT refuses to provide a phone line or the cost seems unreasonably high, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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How to obtain a phone line or change phone service provider
If you want a new phone line installed, inform the phone service provider of the date you want it to start. This can be done over the phone but you will then need to make a written application.
If you want to change your phone service provider, notify both the current and new providers.
If the phone service provider agrees to supply services, the terms and conditions of supplying the phone line will be set out in the company’s standard terms and conditions. The services must be provided within a reasonable time. If the phone service provider does not supply the phone line or services as set out in the contract, it will be in breach of contract.
For more information about problems with services, see Buying Services - your rights.
If you want information or advice about changing to a new phone service provider, you could consider contacting Ofcom (see under heading Useful Organisations). Ofcom can give very general information about what to check when considering whether to change to a new phone service provider, and a list of the licensed phone service providers in your area. Ofcom cannot recommend individual phone service providers.
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Number portability
All phone service providers must allow customers to keep their phone number when changing phone service provider. This is known as number portability. This only applies if you are changing which phone service provider you use without changing your address. Some phone service providers offer an additional service where a customer may change address and phone service provider, and still keep the same phone number. However, phone service providers are not obliged to offer this service. Phone service providers may make a reasonable charge for providing number portability.
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Carrier pre-selection
Carrier pre-selection (CPS) is a phone service that allows a BT customer to make calls using another phone company. You can do this either by dialling a short code or freephone number on your BT phone (which connects you to the other phone company) and then dialling the number wanted. Alternatively, you can have an adaptor plugged between the socket and the phone that allows calls to be diverted to another phone number without your having to dial a code first. Carrier pre-selection must be made available to BT customers. Other phone companies, for example, mobile phone companies, can choose whether to make it available to their customers.
Certain types of call are not included in CPS, for example, emergency numbers, operator assistance, directory enquiries and flat rate Internet access. You will still have the same access to these.
You do not have to make every call using CPS. For example, you may want to use a CPS provider for international calls but another provider for local calls. In such a case, once you have arranged to have international calls put through via a certain provider, you dial the code for that provider before dialling the international number. You can choose four options for CPS: national calls only, international calls only, national and international calls and 'all calls', which includes, local, national, international and mobile phone calls.
BT will still own, run and send you the bills for your phone line. Your phone number will not change. However, you will get a separate bill for call charges from each different phone company that you use. More information about CPS is available from Ofcom (see under heading Useful Organisations).
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Phone bills
Who is responsible for the phone bill
The person whose name is on the account is responsible for the phone bill. Some phone service providers will allow only one person to be named on a telephone account. Other phone service providers allow joint names to hold a phone account. In this case each of the joint named account holders is responsible for the bill and may be pursued for payment.
If you have a high bill as a result of calls made by someone who is not a joint account holder, for example, a friend or a lodger, you will have to pursue that person for the money. If the calls were made to premium rate services (see under heading Premium rate phone services), you could also contact the premium rate services regulator PhonepayPlus for help with claiming compensation.
Disputing the size of the bill
Your phone service provider may offer an itemised billing service, showing the date, time, duration and cost of calls costing more than a certain amount, or it may show all calls made. You will need to check with your phone service provider to see if it offers such a service, and if there is any charge. This will help you to minimise disputes about the size of the bill.
You may consider that a telephone bill is too high. In general, it is rare for phone equipment to give wrong information but it is possible for there to be a fault. Occasionally a handset may be faulty and fail to disconnect at the end of a call or you may, by accident, fail to replace a handset correctly.
If you wish to challenge the bill, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
Payphones installed by landlords
If a landlord has a payphone put into a property, they are responsible for the rental and for paying the phone service provider for calls made. Some payphones can be programmed (by the landlord) with a special scale of charges. This may be considerably higher than public payphone charges. The landlord must display the charges on or near the payphone.
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Disconnection
Each phone service provider has its own policy on disconnections and it is vital that you refer to the Code of Practice.
If a bill has been sent and not paid, the phone service provider will usually send a reminder. Depending on the phone service provider’s Code of Practice, you will have a certain time within which to pay the bill before the phone service is disconnected. Once the reminder has been received it is better to either post a cheque directly to the phone service provider or pay directly at an office of the company if such a facility is available. This is because payments through the post office or bank may take several days to process.
If you are disputing the bill, you should pay the amount you consider you owe and send a covering letter. This should prevent disconnection at this stage.
If your phone line has been disconnected and you want it to be reconnected, the phone service provider will usually make a charge for reconnection.
If you are facing disconnection or have been disconnected, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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Phones for disabled people
Help from social services (social work in Scotland)
Someone who is assessed under the National Health Service and Community Care Act 1990 as having a particular need, may get help with telephone charges. Some local authorities will pay for installation, others will pay for the rental costs.
If you are disabled and want more information about help with telephone charges, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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Problems in rural areas
Installation of a phone in remote areas
There is usually a standard charge for running a phone line into a property and installing a phone. However, if you live some distance from the nearest cable, the phone service provider may charge for part or all of the cost of laying new cable, poles and so on. Contact the phone service provider for details of, for example, how near you are to other customers or phone cables, and the likely costs of connection.
Entering land for installation and repairs
If a phone service provider wishes to install cable, telephone poles or pylons or other equipment, it must get permission in writing from the occupiers of any land concerned including land needed for access. Various problems can arise:-
- you may not want poles on your land or wires going over your property. You may not want your land dug up for cable laying or may not agree to the phone service provider’s plans
- there may be disputes about how near to a building the phone service provider wants to install overhead wires
- you may be willing to allow entry to the phone service provider but want to know if you are entitled to compensation and, if so, how much. It is worth getting legal advice on this
- a previous owner of the land may have agreed to installation of cables or poles and you may be bound by the agreement.
If you refuse permission for a phone service provider to carry out an installation, it can apply to get this permission from a court.
If you want more information about installation of telephone equipment on your land, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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Nuisance calls
Stopping unsolicited phone calls and faxes
All direct marketing companies are banned from making unsolicited phone calls to people who have registered with the Telephone Preference Service (TPS), who can be contacted on 0845 070 0707. You can find more information about TPS at www.tpsonline.org.uk. Direct marketing companies in the European Union are not allowed to send unsolicited faxes to anyone who has not given their consent to receive faxes from the company and this is the case whether or not they have registered with the Fax Preference Service. The telephone number of the Fax Preference Service (FPS)is 0845 070 0702. You can find more information about FPS at www.fpsonline.org.uk.
Harassing, obscene or malicious phone calls
Making an obscene, harassing or malicious phone call may be a criminal offence. If you receive such a call, report it to the police. The police can, for example, authorise the phone service to trace malicious calls. If the person who is making the calls is prosecuted, you may have to give evidence in court.
The phone service provider may have procedures which deal with malicious, obscene or harassing phone calls. Check the phone service provider’s Code of Practice. For example, BT has a special phone number to call - 0800 666700 for a 24 hour recorded message.
Caller display/caller return
Almost all phone service providers supply a service called ‘caller display’ or ‘caller return’. Caller display shows the number of the caller, provided the phone receiving the call has a visual display unit. Caller return enables the person receiving calls to find out the number of the last caller by phoning 1471. To delete the last incoming number, dial 1475.
Caller return may be of limited use in the case of malicious calls, as the person making the call can withhold their number by phoning 141 before making the call. This does not mean that the number cannot be traced once the police have authorised this. In the case of nuisance calls, the phone service provider can trace the caller's number even if the number from which the call was made has been withheld. You can also decide not to answer a call if the caller’s number is not displayed.
Calling helplines
If you get itemised phone bills then any calls to telephone helplines will be listed. This means that other people in the household will be able to see that you have phoned a helpline. Almost all phone service providers supply a last number redial service, which means that other members of the household can check the last telephone number that was called.
Some phone service providers itemise only those calls above a certain limit and so, to protect confidentiality, you could make a very brief call to a helpline and ask them to call you back. Most helplines that do this do not use caller display equipment and they withhold their number when making or returning calls to customers. Calls to freephone numbers beginning 0800 or 0500 are not itemised on the phone bill unless made through a switchboard.
If you do not want the helpline to know your telephone number, you should dial 141 before entering the helpline number. This works only if you get through to the helpline immediately; it does not work if you press a ‘redial’ key.
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Rebate, discount and low cost schemes
Many phone service providers offer a range of special discount and rebate schemes including schemes for light and heavy users of their phone services. Information on these schemes is available from individual phone service providers.
BT Basic
BT offers reduced line rental and a small free call allowance to some of its customers who are on benefits. This is under a scheme called BT Basic. You must be getting one of the following benefits:
- Income Support
- income-based Jobseeker's Allowance
- guaranteed Pension Credit.
To apply for BT Basic, you must fill in an application form. To request an application form, call BT on: 0800 783 1675.
For more information about BT Basic, go to BT's website at: www.btplc.com.
For more information about Income Support, see Help for people on a low income – Income Support.
For more information about income-based Jobseeker's Allowance, see Benefits for people looking for work.
For more information about guaranteed Pension Credit, see Benefits for people over sixty.
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Premium rate phone services
Premium rate services give information and provide entertainment over the phone, for example, weather information, competitions and message exchange services.
Premium rate calls cost more than ordinary phone calls, and rates for calls from mobile phones, telephone boxes and hotels can be higher still. Charges from an ordinary domestic phone must be shown in the advert for the service.
The phone numbers of most premium rate services start with '090', and services of an adult nature start with '0909'. Some premium rate services on mobile phones may use short access codes. Directory Enquiry services which begin with '118' are also premium rate numbers.
You can bar any dialling from your phone line to all UK based 090 premium rate numbers. This will include calls from your home computer, if you have one. If you want to do this, you should contact your phone service provider.
If you have a problem with a premium rate telephone service, or have been wrongly charged for using a premium rate number, you can complain to the premium rate services regulator PhonepayPlus. PhonepayPlus have a number checking facility on their website which allows you to find more information about premium rate numbers that appear on your telephone bill. They can also give you advice about what to do next. For more details about how to contact PhonepayPlus, see under heading Useful organisations.
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Complaints against phone service providers
If you have a complaint about your phone service provider, you should speak to them about it first. If this doesn't solve the problem, you can make a formal complaint to the company. You can find details of how to do this on the back of your phone bill. If you can't find these details, the company's customer service staff will tell you how to make a formal complaint.
All phone companies are required to have a formal customer complaints process. If the company hasn't got one, you should tell the communications watchdog, Ofcom – see under heading Useful organisations.
If you have made a formal complaint to the phone company and this hasn't solved the problem, you can try using the company's Alternative Dispute Resolution (ADR) scheme. Your phone company might belong to one of two ADR schemes which have been approved by Ofcom:
- Otelo (the Office of the Telecommunications Ombudsman) or
- CISAS (Communications and Internet Services Adjudication Scheme).
You can find more details about Otelo and CISAS under heading Useful organisations.
All phone companies are required to have an ADR scheme. They are breaking important consumer protection rules if they don't. If your phone company won't tell you about its ADR scheme, you can call Ofcom for details, or look on their website – see under heading Useful organisations.
If you have a complaint about a premium rate number service, see under heading Premium rate phone services.
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Useful organisations
Ofcom
Contact Centre
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Enquiry line Tel: 0845 456 3000 or 020 7981 3040
Enquiry line Fax: 0845 456 3333 or 020 7981 3334
Switchboard: 020 7981 3000 or textphone 020 7981 3043
Fax 020 7981 3333
E-mail: contact@ofcom.org.uk
website: www.ofcom.org.uk
Ofcom is the telecommunications watchdog in the UK. Ofcom do not investigate individual complaints against phone service providers, although they log every complaint about a company. If one particular company seems to be causing concern for consumers, they may consider investigating them.
Otelo
PO Box 730
Warrington
WA4 6WU
Tel: 08450 501614
Textphone: 18001 08450 511513 or 18001 01925 430886
Fax: 08450 501615 or 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Otelo (the Office of the Telecommunications Ombudsman) may be able to help you with a complaint about a phone company if the company is a member of Otelo. You must have first used the company’s own complaints procedure.
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 020 7520 3827
Fax: 020 7520 3829
E-mail: info@cisas.org.uk
Website: www.arbitrators.org
CISAS (Communications and Internet Services Adjudication Scheme) may be able to help you with a complaint about a phone company, if the company is a member of the CISAS scheme. You must have used the phone company's own complaints procedure first.
NIACT
Northern Ireland Advisory Committee on Telecommunications
The Secretary
7th Floor
Chamber of Commerce House
22 Great Victoria Street
Belfast
BT2 7QA
Tel: 028 9024 4133
Fax: 028 9024 7024
PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
Tel: 0800 500212 (8am to 8pm Monday to Friday)
Fax: 020 7940 7456
Website: www.phonepayplus.org.uk
PhonepayPlus is the premium rate services watchdog. PhonepayPlus have a number checking facility on their website which allows you to find more information about premium rate numbers that appear on your telephone bill. They can also give you advice about what to do next.
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