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Changes to ERS UK Phone lines.
5th September 2009 - 18.34pm GMT
European Relay Service would like to announce a change in their telephony system in the UK. From the 18th of September, ERS is changing its phone numbers for both Customer Service and incoming relay calls for our clients.
New Customer Service Phone Line – 0844-CALL-ERS [2255-377]
The national UK number, 0870-CALL-ERS [2255-377] which currently receives all calls for both customer service and incoming relay calls for clients will no longer be available. Previously ERS had used the small share of revenue from this phone line to subsidise the cost of Operators involved in incoming calls for our Deaf and Hard of Hearing clients. However, Ofcom have introduced new rules regarding these shared-cost 0870 numbers which mean that ERS will now be charged for all incoming calls.
As a result, ERS will now provide a local rate number for Customer Services calls which means that when contacting the company with any queries, you will only be charged for a local rate phone call. The new number of 0844-CALL-ERS [2255-355] will be in use from the 18th of September 2009. ERS will be updating its websites and letter heads but please note that this number is only for use when contacting ERS customer services with technical, billing and other such company enquires only.
New Phone Line for Incoming Relay Calls – 0905 721 4344
In the past, ERS allowed incoming calls for clients via the 0870 phone line using free extension numbers. Due to the change in Ofcom regulations, ERS has had to introduce a new premium rate phone number for hearing people to contact its Deaf and Hard of Hearing clients. There will be no change to your existing extension number but your callers should now dial 0905 721 4344. This phone line will cost callers 25p per minute inclusive of UK VAT plus network extras and allows ERS to continue to share the call cost in order to cover Operator costs. If you are not the bill payer, you must get permission from the bill payer before calling. Service Provided by Digital Select Ltd, 271 Regent Street, London, W1B 2ES.
Service is available 24/7.
Please make update your contacts with this new phone number. If you already use an ERS business card with your contact details using the old 0870 number then please visit the ERS Support Centre and submit a ticket so that ERS can issue you with a new business card with the updated details.
No Change to Personal Phone Number Service
Clients who already rent their own geographic phone number with an area code local to them will not be affected by the changes. This private number service is still available to any existing or new client who would prefer their own phone line for incoming calls and lower charges for their callers via the ERS Operators with a personalised service. Visit our support centre for more information about upgrading your account to a personal phone number with your choice of area code.
Any questions or enquiries please submit a ticket or give us a call on 0844-CALL-ERS [2255-377] and one of our ERS friendly representatives will gladly assist you.
Thank you for choosing European Relay Service.
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