FREQUENTLY ASKED QUESTIONS
1. When should I use 0800 REVERSE?
2. How do I make a reverse charge call with 0800 REVERSE?
3. Is it free to make an 0800 REVERSE call from my mobile?
4. What numbers can I call?
5. How do I know who is calling me when I receive an 0800 REVERSE call?
6. After I accept a call, how and when will I be charged?
7. How much will I be charged after accepting a call?
8. Why is it more expensive than a conventional phone call?
9. Can I find out the charges before I accept a call?
10. What will I be charged if I accept a call on a non BT line?
11. I accepted a call on my mobile phone. Why am I receiving more than one Premium SMS?
12. Why has credit been deducted from my prepaid account?
13. Are there limits on the calls I can make or receive?
14. How do I get my number barred from receiving future 0800 REVERSE charge calls?
15. Why am I still receiving Premium SMS after replying with 'STOP'?
16. What if someone else accepts an 0800 Reverse call on my phone?
17. If I'm overseas, can I call back to the United Kingdom reverse charge?
18. What If I have a question that isn't answered here?
1. When should I use 0800 REVERSE?
0800 REVERSE (0800 7383773) is the number to know when you need to make a call to a mobile or home phone, but don't have the credit on your mobile or coins in your wallet to pay for the call. The service is a convenient way to connect to someone quickly when you don't have the money to make the call, and don't have the time to find a way to pay for the call upfront.
Some common uses of the service:
- No credit. Your mobile runs out of credit and you need to call someone straight away.
- Cut off. Your credit runs out in the middle of an important call and you really need to call straight back.
- Can't recharge. You can't get to a store to add credit to your prepaid phone, but need to make an urgent call.
- No hassle. You need to use your friend's phone to make a call but don't want them to have to pay for your call.
- Dead battery. Your mobile is our of battery, and you need to make a call from a payphone but don't have the coins.
- Stuck. You missed the train or the bus, and need to let someone know where you are.
- Locked out. You've locked your keys or phone in the car, and need to call for help.
- Help. When you're alone in a bad situation and urgently need to let someone know.
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2. How do I make a reverse charge call with 0800 REVERSE?
To make a reverse charge call with 0800 REVERSE, all you need to do is pick up any mobile, home phone or payphone, and dial 0800 ...followed by the numbers that spell our R–E–V–E–R–S–E on the key pad of your phone. That's 0800 7–3–8–3–7–7–3. You can even call 0800 Reverse from any Orange, O2, Tesco, T–Mobile, Vodafone, EE,Three and Virgin mobile when you're out of credit. After dialling 0800 R-E-V-E-R-S-E, you'll be connected directly to the service.
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3. Is it free to make an 0800 REVERSE call from my mobile?
Yes, there’s no charge in the UK to call 0800 Reverse from any Orange, O2, EE, Tesco, T–Mobile, Vodafone, Three or Virgin mobile – even when you’re out of credit.
When you make a reverse charge call with 0800 Reverse, it’s the person receiving the call who is charged if they choose to accept.
Reverse charge calls to selected mobiles (some business mobiles) may not allow reverse charge calls to be received if they have a mobile operator restriction on receiving premium SMS. Some mobile and home phone numbers may also be unavailable if they've requested not to receive reverse charge calls, or if we suspect that the numbers are not using the 0800 Reverse service to receive a genuine call. If the number you are trying to call is unavailable, you'll be given the chance to try a different number.
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4. What numbers can I call?
You can make a 0800 Reverse call to most mobiles and home phones in the United Kingdom. Certain business lines may also accept reverse charge call from their customers (eg. lost or stolen credit card departments of most major banks). Reverse charge calls to selected mobiles (some business mobiles) may not allow reverse charge calls to be received if they have a mobile operator restriction on receiving premium SMS. Some mobile and home phone numbers may also be unavailable if they've requested not to receive reverse charge calls, or if we suspect that the numbers are not using the 0800 Reverse service to receive a genuine call. If the number you are trying to call is unavailable, you'll be given the chance to try a different number.
You or the person using your mobile may accept an 0800 Reverse call even though there is no credit on the mobile at the time of accepting the call. When this occurs, we may send the premium SMS charges when you next recharge your prepaid mobile with credit. You'll need to pay for the 0800 Reverse call you accepted before you'll be able to receive any further 0800 Reverse calls.
If you accept a call on your home phone, the charge will appear on the next regular telephone bill you receive from your home phone service provider.
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5. How do I know who is calling me when I receive an 0800 REVERSE call?
When you receive an 0800 Reverse call, we’ll play you a recording of the name of the person who wants to speak to you. You’ll hear this name recording before you’re asked whether you want to accept the call and the charges.
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6. After I accept a call, how and when will I be charged?
If you accept a call on your mobile, the cost of the call is charged to your mobile by receiving premium SMS’s. The length of the call determines the number of premium SMS's received. In some cases, the premium SMS charges to your mobile may take several days or even longer to arrive after the call was received. A receipt number and the date the 0800 Reverse call was accepted is included in each of the premium SMS's you receive. Remember, we only send premium SMS charges to your mobile phone after you or someone using your mobile has accepted an 0800 Reverse call by pressing 9 on the mobile key pad and the call has been connected.
You or the person using your mobile may accept an 0800 Reverse call even though there is no credit on the mobile at the time of accepting the call. When this occurs, we may send the premium SMS charges when you next top up your prepaid mobile with credit. You'll need to pay for the 0800 Reverse call you accepted before you'll be able to receive any further 0800 Reverse calls. If you accept a call on your home phone, the charge will appear on the next regular telephone bill you receive from your home phone service provider. Charges may vary depending on your service provider.
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7. How much will I be charged after accepting a call?
- To see the price of accepting an 0800 Reverse call on your mobile, click here
- To see the price of accepting an 0800 Reverse call on your home phone, click here
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8. Why is it more expensive than a conventional phone call?
0800 Reverse is one of the most flexible phone services available. You don't need coins or credit on your mobile to make an 0800 Reverse call to your family or friends. There's also no need to register before you make call, and it's not a subscription service so there's no regular charges. You only pay for 0800 Reverse when you choose to accept a call. 0800 Reverse is available 24 hours a day, 7 days a week.
Because of the flexibility and convenience 0800 Reverse offers, and to ensure the service is always available when you need it – the calls are charged at a higher rate than conventional calls. Whilst you'll probably only need to use 0800 Reverse occasionally, when you do accept a call, you get the peace of mind that the person calling you is okay. There are a number of situations when your family and friends may need to call you urgently when they're out of credit:
- Stuck. They've missed the train or the bus, and need to let someone know where they are.
- Locked out. They've locked their keys or phone in the car, and need to call for help.
- Help. If they're alone in a bad situation and urgently need to let someone know.
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9. Can I find out the charges before I accept a call?
Yes, everytime you receive an 0800 Reverse call (on a mobile or fixed line) you will always hear the call charges before you are asked whether you'd like to accept the call and be connected.
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10. What will I be charged if I accept a call on a non BT line?
0800 Reverse calls accepted on home phones other than BT lines may be charged different rates to the rates published on our website. You should check with your service provider for specific pricing for calls to non BT lines.
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11. I accepted a call on my mobile phone. Why am I receiving more than one Premium SMS?
0800 Reverse calls accepted on mobiles are charged by receiving premium SMS’s. The number of premium SMS received will differ depending upon your mobile network.
For customers with Vodafone and T-Mobile network mobiles accepting 0800 Reverse calls, you’ll be sent one £4 Premium SMS to charge the call connection fee and the first 2 minutes talktime (connection charge is £2 and talktime is charged £1 per minute in 2 minute blocks). You’ll then receive additional £2 Premium SMS’s for every additional 2 minutes of talk time (maximum talktime is 8 minutes).
For customers on all other mobile networks, if the accepted call is connected you’ll be sent one £2 premium SMS to charge the call connection fee and then additional £2 Premium SMS’s for every 2 minutes of call talktime (call talktime is charged £1 per minute in 2 minute blocks with a maximum talktime of 8 minutes).
For more information on the pricing of 0800 Reverse calls to mobiles, click here.
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12. Why has credit been deducted from my prepaid account?
You'll only receive premium SMS’s from 0800 Reverse after a call has been accepted on your mobile. When you receive an 0800 Reverse call on your mobile, you're given the option to accept the call and the charges by pressing 9 on your mobile keypad. In some cases, the premium SMS charges sent to your mobile may take several days or longer to arrive after the call was accepted. You may accept an 0800 Reverse call on your mobile even though there's no credit on your mobile at the time of accepting the call. When this occurs, we may send the premium SMS charges for the accepted call when you next top-up.
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13. Are there limits on the calls I can make or receive?
Yes, we protect you from over–use by limiting the number of calls a phone can make and receive per day. 0800 Reverse helps people connect with their family and friends when they've got no other options and need to make an urgent call. If we suspect that you're not using the service to make or receive a genuine call, we may block your phone from accessing 0800 Reverse to make or receive calls.
If you find you are unable to make or receive an 0800 Reverse call, you can contact our Customer Service Team on 0845 077 9000 from 9am to 5pm, Monday to Friday (excluding public holidays). Or simply use the Contact Us form on our website.
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14. How do I get my number barred from receiving future 0800 REVERSE calls?
You can bar your number, but it means you'll no longer be able to receive our reverse charge calls from anyone – including your family and friends. You won't even get the chance to find out who's calling, or choose to accept or deny the call, because your number will be blocked.
To stop receiving 0800 Reverse calls on your mobile or home phone, you can call our Customer Service Team on 0845 077 9000. Our Customer Service Centre is open Monday to Friday from 9am to 5pm (excluding public holidays). You can also stop receiving 0800 Reverse calls on your mobile by replying STOP by sms to any 0800 Reverse premium SMS received on your mobile. On every 0800 Reverse Premium SMS we include the instructions on how to prevent future calls.
If you bar your number from receiving 0800 Reverse calls, you'll still be liable for charges for calls you accepted before you barred your number. Telephone numbers that have been blocked from receiving 0800 Reverse charge calls may still be able to receive international 8000 Reverse calls.
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15. Why am I still receiving Premium SMS after replying with 'STOP'?
After sending STOP you'll no longer be able to receive 0800 Reverse calls on your mobile. However, you'll still be charged for 0800 Reverse calls which have been accepted on your mobile before you sent STOP. These calls are charged by premium SMS’s sent to your mobile. A receipt number and the date the 0800 Reverse call was accepted is included in each of the premium SMS you receive. 0800 Reverse is not a subscription service, so you'll only ever be charged for each call you choose to accept.
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16. What if someone else accepts an 0800 Reverse call on my phone?
You or the person using your phone may choose to accept an 0800 Reverse call on your phone. The account holder for the home phone line or mobile service is responsible for all charges accrued on the service.
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17. If I'm overseas, can I call back to the United Kingdom reverse charge?
Yes, with our 8000 Reverse service it's easy to call reverse charge to the United Kingdom. You can call from almost any phone (home, office, hotel or payphone). International reverse charge calls from overseas can be made to UK fixed lines only (not UK mobiles).To make a call you simply dial the international access code specific for that country followed by the numbers that spell 8000 R-E-V-E-R-S-E. That's 8000 7383773. For example, when calling reverse charge from Australia to the United Kingdom (remember, the service is only available for calls from outside the UK back the UK) you would dial:
0-0-1-1-8-0-0-0-7-3-8-3-7-7-3.
Be aware some hotels will charge international rates for dialling 8000 Reverse from room phones. To find out more about calling reverse charge from overseas to the United Kingdom, click here
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18. What If I have a question that isn't answered here?
You can use our Contact Us form to send us a question or any feedback. Or you can call our Customer Service Team on 0845 077 9000 from Monday to Friday from 9am to 5pm excluding public holidays.
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