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Cost of calls from residential fixed line phones

The following answers some questions about 08 telephone numbers, what they are used for and how much they normally cost.

1. What are 084 and 087 numbers used for?

084 and 087 numbers are non-geographic numbers used by businesses and organisations to provide a wide range of services such as sales lines, customer service/enquiry functions, recorded information services and many more. They are also used to provide pay-as-you-go dial-up narrowband internet services.

These numbers can allow the business or organisation using the number to receive a share of the call charge.

Calls to 084 and 087 numbers are generally more expensive than calls to ordinary geographic numbers (those starting with 01 and 02) and, until recently, were usually excluded from call packages. Some fixed line providers now include these calls in their packages.

Freephone numbers (including 0800) are mainly used for members of the public to access some essential services, sales lines and helplines.

2. How much do calls to 08 numbers cost?

The cost of calls to these numbers are regulated for BT customers. Other providers’ charges are not regulated and may therefore vary so you should speak to your service provider for more information or advice.

Maximum rates for BT customers are listed below.

• 0800 and 0808 Freephone, free of charge for BT customers
• 0845 calls are charged at up to 3.95p/min for BT customers
• 0844 calls are charged at up to 5p/min for BT customers
• 0870 calls are charged at up to 7.9p/min for BT customers
• 0871 calls cost up to 10p/min for BT customers

NB: BT also charges a call setup fee for all calls to 08 numbers apart from Freephone numbers.

BT currently includes 0845 and 0870 numbers in Calling Plans so rates for most BT customers are lower than quoted above.

3. What has Ofcom changed with regard to these numbers?

Ofcom has introduced new rules for 0870 calls that come into effect from 1 August 2009. These are designed to encourage communications providers to charge 0870 calls at the same rate as calls to geographic number rates (01, 02 or 03 numbers) i.e. charged at the same pence-per-minute rates and included in communications providers’ call packages price plans on the same basis as geographic calls.

Communications providers that want to charge 0870 calls at rates above those for geographic numbers will be bound by strict rules about how prices are publicised and will be responsible for ensuring their customers know what 0870 calls cost.

In order to improve consumer protection for the most expensive 08 number ranges (the 0871 and 0872 range) Ofcom has decided that from 1 August 2009, these numbers will be regulated by the premium rate services regulator PhonepayPlus.

4. What are the benefits of these numbers?

08 numbers support a range of call systems and services that allow call centre operators to answer calls more quickly and efficiently.

08 numbers are non-geographic i.e. they are not determined by the location of the business unlike geographic numbers (01 or 02). This means that calls can often be put through to several locations (eg. three call centres using the same number), or can be put through to the nearest call centre to where you are calling from. These numbers include disaster recovery systems meaning that if, for example, one call centre has been affected by a flood, all calls would be re-routed to another call centre using the same number.

Another feature of some 08 numbers is that they allow companies the option of ‘revenue sharing’. This is when the organisation is able to charge for the services they offer, such as having a call centre open 24 hours or payment for an advice line, by receiving some of the cost of the call. Examples of this include pay-as-you-go internet services, which often use 0845 numbers.

5. Are businesses and organisations allowed to make money by using these numbers?

Revenue sharing, where a business or organisation is able to receive a share of the revenue generated by per-minute call charges, is allowed on all 084 and 087 numbers. However, Ofcom’s new rules will effectively end revenue sharing on 0870 numbers.

6. Why does Ofcom allow public bodies to use 0870 numbers?

Ofcom does not regulate which numbers various organisations including public bodies should use to provide services. We do, however, encourage public bodies to use the cheaper 03 number range where possible.

03 numbers have been available to use since early 2007. They must cost no more than a national rate call to an 01, 02 or 03 number and must count towards any inclusive minutes in the same way as 01, 02 or 03 calls.