Help and Support
 
If you need help with your phone card or need to check any or our rates, please call our freephone Customer Services by dialing 1413 from a University phone.  If you are calling from outside the University or on a mobile phone please dial 0808 144 3701.
 
If you have any other problems with your phone, including faults, please visityour Residence reception or Porters Lodge.
 
You can also e-mail us at custserv@unitel.co.uk
 
We’ve also provided a list of Frequently Asked Questions
 
What is the difference between the 1414 access number and the 0800 018 4478 numbers?

The 1414 access number is provided in your residence for ease of use. It willonly work on a campus phone and you will be billed for your calls per second.The 0800 access number will work on any other phone (eg your telephone at home,many payphones). Please note that calls made using a BT Payphone will incur a20 pence per minute charge in addition to your standard rate.

How many credit cards can I use on my account?

You can use a Visa or Mastercard credit card. You can use Switch and Delta debitcards. Please note that we are can only take payments from Electron cards overthe internet through our secure site. And don’t forget you can also buya £5 or £10 Dognbone card from the University if you haven’tgot a credit or debit card.

Which credit/debit cards can I use on my account?

You can use a Visa or Mastercard credit card. You can also use Switch and Deltadebit cards.

Do I need to bring my own phone?

No, a phone will be provided for you in your bedroom.

I’m having problems recharging?

You can now recharge your card on line which you may find easier.  Clickhere to set up an account.

How do people outside the University contact me?

You will find your incoming phone number printed on the label on your phone.This number will be an 0870 number. It works the same way as a standard telephonenumber, but will be charged as a non-geographic national number. The cost willdepend on the telephone company the caller is using to dial your number.

What is the difference between my incoming phone number and my internalextension number?

Your incoming phone number is the number people outside the University need tocall to reach you in your bedroom. The internal extension number is for use onlywithin the University or residence. Some universities will allow internal diallingbetween rooms, others not. See the specific university information to find outmore.

What are your customer services hours?

Our customer services are available Monday to Friday, 9am to 5pm, excluding public holidays.

What do I do if I loose my card or forget my account number?

Call Customer Services immediately on 0808 144 3701

What do I do if I have a problem with my phone?

You will need to report the problem to your University. Follow the link for supportinformation specific to your University or hall of residence.

What times apply to standard, economy, and weekend calls?

Standard rate is 8am to 6pm Monday to Friday
Economy is 6pm to 8am Monday to Friday
Weekend begins at midnight Friday and ends at Midnight Sunday.

Why are 0845 calls charged at a higher price than BT?

The reason 0845 numbers are 10p (0870 numbers are charged at 13p peak rate),is that we incur additional costs on top of the published 0845 rates. This isbecause we have to pay for
a) the cost of getting the call to our pre paid platforms in London and
b) the cost of operating the platform
c) recompense the university for the use of its telecommunications infrastructureand
d) the full price of the 0845 call. The difference is not nearly as great asit first appears once you take into account that from a residential address youneed to subscribe for a BT or similar line.

Why are most 0800 numbers not free to call?

The reason is that the university needs to recover the expense of running
the students telecommunications infrastructure - maintenance, depreciation, linerental, etc. If students simply loaded the infrastructure with traffic that wasnot generating a return, it would jeopardise the facilty. Therefore, 0800 numbersare charged at 5ppm. Please bear in mind that to make free 0800 calls from aBT line you need to rent the line.

Which 0800 numbers are free to call?

Dog 'n' Bone customer services is free to call.

Please note at Oxford University the 1414 and 1413 access numbers have been withdrawn. Please dial 0800 018 4478 to use your phone card, and 0808 144 3701 for customer services