Q.How do I use
the Phonecard?
A. Each card has an access number and a
PIN number. After dialing the access number you will be prompted for the
PIN. Once entered, you dial your desired phone number. That's all there is to
it. It's simple to use and saves lots of money compared to BT or Cable.
Q.Can I use
a phonecard from outside the UK?
A. Unless stated otherwise, Phonecards
supplied by us are intended for use from the UK only but we do sell a
Global phonecard that can be used from 22 different countries. However,
this would incur a surcharge if used from outside the UK. In some countries,
especially in the USA and Europe, the call cost to the UK is sometimes low
enough call to the UK first to use the UK phonecard to call another country and
still make it cheaper than calling direct.
Q.What number do I dial
for access?
A. Details about access numbers will be included with the PIN
in the email you will receive when you make a purchase. If you lose the email
you can obtain information about access numbers for your phonecard at
www.AccessNumbers.co.uk . Different cards use different access
numbers but with all of them you have the choice of an 020, an 0845 number or an
0800 number. The 020 number can be used from your mobile phone or from a
landline that has inclusive free time. Evenings and weekends a BT line has free
calls up to 1 hour to 020 numbers. The 0845 number will be charged as a local
call to your phone bill. The 0800 number will not cause any charge to your phone
bill but the calls on the card will cost a few pence more. We suggest that to
obtain the maximum time on your card you use the 020 number during evenings and
weekends from a BT line or the 0845 number from other lines.
Q.
I can dial the access number but my PIN is not recognized. What should I do?
A. If you are using a different phone to usual please ensure that
it has TONE DIALING set not Pulse dialing. Phonecard services only work with
tone dialing phones. The UK has had tone dialing for about 20 years now and
while pulse dialed numbers will still dial a phone number (albeit very slowly),
further dialed information such as PINs can only be recognized with a tone.
Generally, all phones made since 1980 have tone dialing but we do find that
customers occasionally inadvertently switch them over to pulse mode (especially
if there are children in the house). Some phones when bought new are set to
pulse dial and need to be switched over to tone dial.
Q.
If I have a problem using the phonecard, Is there a helpline?
A. The Phonecards all have a dedicated customer services
number - it is in the email that contains your PIN. Please note that we
are an online shop and sell Phonecards on behalf of many telephone
companies. We do not provide the telephone service. Generally, the
Phonecards are problem free. Any connection or other problems related to
the phone service, you should call the phone company's customer services helpline
immediately. If you lose the email you can obtain the customer services
number for your phonecard at
www.AccessNumbers.co.uk . If
you contact the telephone company you will find that they have access to
all of your call records and can deal with your enquiry. With most
Phonecards the helpline number can also be used for
automated current rate
enquiries. They all have an automated service 24 hours a day but if you
listen carefully to the prompts, you can speak to a customer advisor.
Please have your PIN available. The customer advisor's hours of
availability varies from one card to another.
Q.I can't remember my PIN,
what should I do?
A. Please take care of your PIN because we are not liable if
you lose it. If you do lose your PIN you can telephone
0870 745 5638 and we will try to re-inform you of your PIN number after a
quick security check to ensure that it is you requesting the PIN! In most
cases we do manage to recover the PIN from our archives but we do not guarantee
that it will be possible. The longer it is since you made the purchase, the more
difficult it will be to recover it. Our lines are available from 10am until 7pm.
Q.Is it safe to buy online?
A. The credit card payment system we use
is actually safer than in a shop or restaurant. If you buy online we
NEVER have access to your credit card details! You are paying the credit
card processor DIRECT - not us! You make your payment via the credit card
processor's secure encrypted server. The credit card processor informs us of
the transaction and we then supply the purchase. You are dealing solely with
the credit card processor's computer with no human involved - far safer than
handing your card to a human in a shop or restaurant who could note your
details and use them fraudulently.
Q.Who is
the credit card processor?
A. You can choose either WorldPay or PayPal. WorldPay is part of The Royal
Bank of Scotland Group and PayPal (Europe) Ltd is authorised and regulated
by the Financial Services Authority in the United Kingdom as an electronic money
institution.
Q.How can I buy a Phonecard, do you have shops?
A. We are an online shop selling virtual
Phonecards. We do not have any High Street shops but you do not need a
shop! We are open online 24hours a day and you don't have to go out in the
rain to get to us!. You can
buy online making secure payment using a debit or credit card.
Q.What
Phonecards do you have available? How do I get them?
A. All Phonecards can be used for any destination but some
are best value for certain destinations and other for other destinations. We try
to direct you to the best value for your particular destination. For details of our
different types of Phonecards
Click Here. Generally, we use cards issued by
major companies. We constantly monitor
call costs and sometimes change brands to save you money. You can
order online
making secure payment using a debit or credit card and you will usually
receive them within a few minutes by email to use immediately.
Q.How long will the credit
on a phonecard last - is there an expiry date?
A. If you don't use all the credit within 90 days from the date of your first call the card will expire.
We do sell one card that has a 12 month expiry if 90 days is inconvenient.
If you are not going to use the phonecard immediately do NOT check your PIN
- otherwise the clock will start to count down!
Q The
text on this site is too small to read, can I enlarge it?
A. If the size of the text on this site is too small for you to read, follow these
easy instructions to increase the text size. Please note Only text can be resized. Graphics with words inside cannot be resized.
Internet Explorer users:
Go to the View menu at the top of the screen and select Text Size. There are 5
options. Choose the setting
that is most comfortable to view. Medium is the default setting.
Netscape Communicator users:
The only way to increase font size for this site in NS browsers is to go to
the view menu and select Increase Font. Select this until the type reaches a
size that is comfortable for you to view.
Q.
What is the problems & complaints procedure?
A. Please note that we are an online shop and
sell Phonecards on behalf of many telephone companies. We do not provide the
telephone service. The Phonecards all have a dedicated customer services number
- it is in the email that contains your PIN. If you experience a problem you
need to contact the customer services of the telephone company that provides the
service for the phonecard you have purchased. This is the same situation as
buying a mobile phone top up card - if you have a problem you contact the mobile
phone company, not the shop where you purchased the card.
Any problems or complaints about OUR service, that is regarding the
purchasing process, please email using the email address in email that contains
your PIN or call us on 0870
745 5638. We
will deal with your calls from 10 am until 7pm UK time, 7 days
a week. Alternatively, fill out the form on our
contact page.
Q. How much does it cost to
call my country?
A. If the country you want to call is not listed on this site, call the telephone
company customer services number for automated rate enquiries (24 hours).
Our lines are available from 10am until 7pm.
Q.
Are the rates shown on this website up to date?
A. Because we do not provide the telephone service, we can
only show the rates that we have been informed about by the telephone companies.
The rates or minutes are not decided by us, they are provided by the telephone
companies concerned. The rates and minutes may be changed without prior notice to us or our
customers. Therefore, we cannot guarantee that the rates are the latest.
The rates shown ARE the most current
supplied to us. We do update the website as quickly as possible when we are
informed of new rates. Any inaccuracy could be a lower or higher amount. If you are
concerned that the rates shown are inaccurate, you can call the telephone
company customer services number to obtain the latest rate on their automated
rate enquiry service (24 hours). The customer services number for your
particular phonecard is available at
www.AccessNumbers.co.uk .
