HELP & ADVICE

NEW ACCESS CHARGE COMING INTO EFFECT

From 9th July 2016 we will now charge a 7ppm (excluding VAT) access charge for your calls to Service Numbers.

In July 2015, Ofcom changed the charging structure of non-geographic calls to “Service Numbers”. Call Charges for outbound voice calls to Service Number ranges (084, 087, 09 and 118) are now charged in two parts; a service charge and an access charge. The changes were required to be made for calls made by consumers and we’re now aligning our consumer and business call charge structures. From 9th July 2016 we will now charge a 7ppm (excluding VAT) access charge for your calls to Service Numbers. The service charge is set by the company providing the service or number you are calling and they are required to advertise the service charge alongside the number. Customers on certain Framework Agreements may be exempt from this access charge.

We’ve created some useful FAQs for you.

Why are you applying this charge?

In July 2015, Ofcom changed the way that call charges to non-geographic Service Numbers were structured, to make it easier for consumers to understand their bills. These numbers started with 084, 087, 09 or 118. Other number ranges (including 03) remained unaffected. Calls made by residential customers to 084, 087, 09 and 118 are subject to two charges – an access charge and a service charge.

 

Although the Ofcom regulation only affected consumer call plans, we’ve now decided to align our consumer and business call charge structures and apply an access charge for our business customers as well

What is an Access Charge and a Service Charge?

084, 087, 09and 118 number call charges are now split into an access charge (levied by the company you take your phone service from) and a service charge (determined by the company hosting the number called).

 

The access charge is as a ‘call charge’ and we have the right to change this at any time.

How much is the Access Charge?

We are charging 7 pence per minute (excluding VAT) for all calls made to non-geographic numbers (084, 087, 09 and 118).

How will I see this reflected on my bill?

There will be no changes to where this is reflected on your bill. Calls will show in the Call Summary Section of your invoice. Charges will be made up of the service and access charge and will show as one line item on the invoice.

How much notice are you giving me?

We are providing you with more than 30 days’ notice, as per the message on your latest bill.

How much is the Service Charge?

Virgin Media Business does not set the service charge; this is set by the company that provides the service or number that you are calling. They are required to advertise the service charge alongside the number.

 
 
 

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