JamesEB wrote on Aug 25^th, 2010 at 6:21am:
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The simple answer to the question is to sign up (free of charge) for BT Privacy at Home. This includes (optional) registration with the Telephone Preference Service (to prevent other providers from tempting you away from BT by telemarketing) and requires you to make a minimal number of calls over the BT network each period.

Whilst discussing BT, I must urge all members with BT lines to consider the option of the Rental Saver offer. This saves £2.05 per month (£2.55 from 1 October) if one pays for the annual agreed term in advance. These figures includes the discount of £1.25 per month for not receiving paper bills and so there may appear to be a greater saving (£3.30 or £3.80) if the deal is misrepresented. Rental Saver is for now a one-off offer that will be withdrawn at the end of September, so there is no issue about automatic renewal. On taking the offer the Line Rental element is separated from the Call Plan contract which will be billed separately and automatically renewed on its anniversary date. Monthly billing for charges as incurred (i.e. removal from a Payment Plan) is a condition of the offer.

This is relevant to the point being made as it took me three calls, a particularly smart and helpful offshore representative, and a significant amount of intellectual effort to get to the bottom of the terms of this attractive deal. It illustrates the point that many BT customers are paying too much for their services because they do not understand its charging structures. This is largely because they are so complex that BT representatives are not able to explain them properly.

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There is probably a thread in the "Call Providers" section of the forum. A moderator may well move these postings and I will take whatever punishment is deemed appropriate for going off-topic.

The point that must remain here is that 0560 numbers are charged (by BT) at the same rate as ordinary calls and are included in packages. The fact that BT representatives cannot be relied upon to understand and explain BT charges is directly relevant, but has a wider importance.

SilentCallsVictim wrote on Aug 25^th, 2010 at 10:01am:


I have been signed up to BT Privacy from the start and it requires the customer to make 6 chargeable calls per quarter for the caller display charge of £7.77 not to be applied.  This is BT policy stated on their bills.

My calls are routed through my internet provider AOL and originally I telephoned a BT supervisor to enquire which calls qualified as chargeable calls.  The supervisor told me I would need to make 6 alarm calls.

My current call to another BT supervisor was because on my latest BT bill it states Phone usage – you have made 6 calls – charge £2.14  (i.e.the alarm calls)

and then “the minimum calls have not been made.  To avoid future charges make 6 chargeable or inclusive calls per quarter or more with BT”     Charged £7.77 for caller display.

This supervisor said the previous supervisor was wrong and alarm calls do not qualify but not to worry as I could dial 1280 in front of my calls and this would route them through BT. I asked him how I could be sure as I said I had read elsewhere that this does not always work.  He said it does work with AOL and I could be sure it worked if the person answered at the other end.

I made some calls with 1280 in front during a chargeable period specifically so I could see them on the bill (BT had applied the basic Weekend plan to my account).  The person answered at the other as the supervisor had intimated but none of those calls showed on my bill.

So, does anyone know what are chargeable calls for the purpose of the Caller Display charge?  

SilentCallsVictim wrote on Aug 25^th, 2010 at 10:01am:


The amount of wrong information being given out by BT staff which is relied on by customers to make  financial decisions is a disgrace.

Thanks for help

James EB

JamesEB wrote on Aug 25^th, 2010 at 12:22pm:

Firstly, the BT Price List gives information on all of BT's pricing, although it may be said it is not set out in a very accessible or friendly manner. It also contains details of conditions for BT services. For BT Privacy at Home, refer to Section 1, Part 31. There are four subparts, all of which are very short and so shouldn't take long to read.

Subpart 2:Eligibility and Conditions states:

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So it is six "chargeable or inclusive" calls per quarter, and there is no declaration that they must be of a certain duration. The only exclusions are that these calls must not be made via a BT Broadband Talk connection (the VoIP service for BT Broadband users) or a call made with a BT Chargecard.

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JamesEB wrote on Aug 25^th, 2010 at 12:22pm:

Out of interest, what is the number your alarm dials? Presumably you have the ability to either change the number completely or at least program in a prefix such as 1280.


The 1280 prefix essentially says "Please route this call via BT". CPS providers should obviously have the right to block their subscribers from hopping back to BT if they wish, perhaps for certain types of call.

What is totally distasteful is the way in which some are apparently disregarding the 1280 prefix and connecting the call themselves (and hence billing it themselves). If one particular CPS provider does not wish to allow (for example) 0845 calls via BT, then when 12800845… is dialled, it should play an appropriate message or tone to signify prohibition of the said operation.


JamesEB wrote on Aug 25^th, 2010 at 12:22pm:

Without condoning BT representative for issuing misinformation, it is perhaps understandable that some (just like the public in general) may believe that prefixing a number with 1280 will always place a call with BT, and never the CPS operator. That's because the 1280 prefix was introduced for this purpose and CPS providers using it route the call just the same as if it were omitted is morally reprehensible.

This is clearly something that BT will be receiving many calls about, even though it is not its fault. To this end, it has published guidance at www.bt.com/1280.


For further information on this, Google/Bing etc. CPS providers' names followed by 1280, i.e. | etc.

JamesEB wrote on Aug 26^th, 2010 at 5:35am:



See my reply #4

Dave wrote on Aug 26^th, 2010 at 12:22pm:


Thanks Dave but I have covered these above.

I did put 1280 in front of geo numbers in a chargeable period.  The calls went through and were answered but were not charged on the BT bill. They showed on the AOL account.

1571 etc.and Reminder Calls are categorised as service calls and service calls do not qualify.

Still looking..............

Thanks for help.

James EB

Dave wrote on Aug 26^th, 2010 at 1:06pm:


The thing was that BT supervisor said that even if it placed it with BT it is not a qualifying call for the purpose of the Caller Display as it is all   part of the 1571 service.

James EB

Dave wrote on Aug 26^th, 2010 at 1:17pm:


Thanks for help Dave.

I don't have 1571 so am unable to check.

I have not gone back to BT about the 1280 error yet. The last two calls took me an hour each and I don't have an hour to spend at the moment.

James EB