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FAQ

The following has been designed by OFTEL to answer some of the questions you may have about the new directory enquiries service. By following these links you can find a comparison of call charges and service providers.

 How do I decide which 118 number to dial, and how much does it cost?

Some 118 numbers have been widely advertised, and there has been much press coverage, but consumers are still confused by the variety of choice and costs on offer. Costs vary from service to service and also depend on who provides your landline or mobile service. Providers charge a fixed cost, or a charge per minute, or both. Read our Service Providers page for information or see the Links page for other sites dealing with this issue.

Oftel have declared that any advertisement for 118 services must indicate clearly whether the service offered is for national or international numbers.

 Which phone numbers are available on the new 118 services?

Depending on the databases used by the provider you use, you should be able to access all fixed numbers regardless of which phone company provides their line. If you are unable to provide enough information the provider may be unable to locate the number. You are not able to access ex-directory numbers and generally mobile phone numbers are not available. Even if your number is not provided you will still be charged for the call.

 What is call completion?

Call completion is an additional feature being offered by some DQ providers. Once they have found the number you want, they can put you through (to avoid hanging up and dialling again). This is always optional and despite the convenience is generally more expensive than dialling the number yourself. The cost of the service must always be given to you if you choose to use call completion.

 What if I am unhappy with the service I have received?

In the first instance it is recommend you contact the provider directly. Providers are able to give refund if you have been wrongly charged. If you are still unhappy or think that a provider is breaking the rules, you can contact ICSTIS (premium rate services regulator) via its website, www.icstis.org.uk, or on 0800 500 212.