ricability logo

 

Stay in touch - A guide to telephones and services for older and disabled people 2004 (view report contents)

Buying a phone – companies and deals

Whether fixed-line or mobile, more companies than ever are trying to sell you a phone service. This section covers:

What you can expect from your phone company - rules and regulations
Choosing a phone company
Getting the right tariff deal

What you can expect from your phone company - rules and regulations

Phone companies are now regulated by the new regulator Ofcom . EU regulations mean that all phone companies, whether fixed-line, cable or mobile, must provide certain services for disabled people at no extra cost, including:

  • Free directory enquiries for people who cannot use a phone book, and operator connection to the number asked for
  • A priority fault repair service for disabled people who depend on their phone
  • Protection from being cut off by letting customers choose someone to deal with their calls for them
  • Contracts and bills in a form suitable for people with poor sight.

For textphone users, there must also be:

  • Access to the RNID Typetalk relay service at no extra cost
  • A reduction for textphone users because
    calls take longer
  • Access to the emergency services or operator by dialling just a short number
  • Progress of calls shown in text.

In mid 2004 Vodafone was the only mobile network with access to BT TextDirect, though all the networks say they will fully comply with the regulations in due course.
The mobile industry also has a voluntary code of practice which sets out how disabled customers should be treated. This covers things like stocking products suitable for special needs where available; offering trial facilities or a trial period; and providing product information in different formats.

Choosing a phone company

photo of operator

Whichever fixed-line phone you buy – or already have – you may want to consider switching to a different phone company to save money. With mobiles, your choice of network is tied up with how much the handset and service package cost.

Fixed-line phone companies

There’s a growing (and confusing) range of people offering you a fixed-line phone service and of course usually promising ‘cheaper calls’.

There’s BT (and Kingston Communications which operates in place of BT in Hull and surrounding areas). But there are also many other firms offering call deals. With these you keep - and pay for - your existing BT line but pay the alternative provider for your calls. Previously, you had to pre-dial a short access number (or fit a box to your phone socket) to divert your outgoing calls via the alternative supplier, but now you can simply sign a contract with them and dial normally. This is sometimes referred to as ‘Carrier Pre-Selection’ or CPS.

Companies like Sky, Sainsburys and Tesco, as well as phone retailers like Carphone Warehouse, all offer CPS deals – details are in the operator summaries . You will soon be able to sign up for an all-in ‘line-and-calls’ package from such companies and get just one bill, but for now you will generally be billed separately by BT for the line. If you sign up for CPS you can still use BT services like 1571 or Call Minder or assisted directory enquiries.

There are also two cable companies, ntl and Telewest Broadband, which offer phone/TV packages: check with them to see if either cover your area – contact details are in the summaries. If you have cable you may still be able to use a different phone company to get cheaper calls, but will probably have to dial an access number or fit a dialler box, as described above.

Mobile phone companies

The four established mobile networks – Orange, O2, T-Mobile and Vodafone – were joined in 2003 by 3, which was the first to launch the so-called 3G mobile services.

All provide a service for over 98% of the UK population, though coverage may be poor or non-existent in remote areas and 3G coverage for video calling is much more limited at present. Check with the companies (or ask neighbours with mobiles) about reception in your area.

There’s also a growing choice of other mobile operators. The largest is Virgin Mobile, which uses the T-Mobile network but has its own customer services and billing systems, but – as with fixed-line phones – several other companies now offer own-brand tariff packages reselling ‘airtime’ from the main networks.

Getting the right tariff deal

The wide range of deals available can make it very difficult to work out which would suit you best. How many calls you make, what type (local, regional, national, international) and at what time of day you make them all affect which is best for you. You may also save money by choosing the same network as is used by family members or other people you call often.

For fixed line operators, an Ofcom approved web-site, www.uSwitch.com, lets you compare tariffs based on how many calls you make and when. Compare call costs carefully; BT, for example, has a range of line-and-call packages - switching to a different one could reduce the apparent saving you could make by using a different company for your calls and still paying BT for the line. Make sure that any special services you need are still available if you switch to a CPS provider.

For a mobile, you need a different type of tariff if you use it a lot from someone who keeps one just for emergencies. Most networks also have tariffs which suit people who send a lot of text messages. There are two basic options (although some tariffs combine aspects of both):

  • a contract where you sign up for twelve months and pay monthly for line rental and calls. Depending on the deal you get a number of ‘free’ minutes each month before you start paying for calls. The handset is usually cheap or even free and there is a wide selection of models. As a rough guide, if you use your phone for more than about three minutes a day consider a contract.

  • pre-pay (or ‘pay-as-you-go’) where there’s no contract; instead you pay for the phone and then buy call-time in advance by buying vouchers, using a swipe card in shops, or over the phone using a credit or debit card. Pay as you go may be better if you use your phone just for emergencies or the odd short call. It also helps you keep control of call costs. But handsets cost more and there is more limited choice – which may matter if you want a mobile with certain features.

As well as shopping around mobile phone retailers, you could try a comparison website like Which? magazine’s www.switchwithwhich.co.uk,
or www.mobilechooser.com to find the right tariff for your needs. As with high street shops, though, some websites may be more independent than others.

 

Report Contents

Introduction

Telephones

Other equipment

Buying a phone & phone services

Useful contacts

 

Fixed line Operators

Mobile Operators

Back to top