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@ Home Accounts » FAQ's |
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I've forgotten my P.I.N. what do I do?
Simply contact our customer services operators on 0800 972 3877 / or 020 8028 3877 (local) +44 020 8028 3877 (when calling from abroad) with your personal details. They will help you trace your account number or help you set up a new P.I.N.
Can I use my Seven Home & Away pre-paid Residential Account from my mobile phone?
Yes. You can use the Seven Home & Away account from a mobile phone, but the call to the Seven Home & Away switch will be payable by you on your mobile phone bill. The Freephone Access number is only free from land lines. However, if you have an contract or line rental phone that allows you free calls during evening and week ends. You can then use our 020 8028 3777 access number during these timings absolutely free. Please check with your mobile phone service provider.
I re-credited my account, but the balance hasn't been adjusted yet.
The time between approval of the submitted amount online, or over the phone, and re-crediting your account is usually no more than 60 minutes during our working hours. Every effort is made to ensure the transaction is completed as quickly as possible. When you contact us to re-credit your account, you will be told how long it should take for the balance to be adjusted.
The line quality on my international call wasn't up to the usual standard.
If the problem persists after 2 or 3 calls, please call customer services on 0800 972 3877 / or 020 8028 3877 local) +44 020 8028 3877 (when calling form abroad). They will investigate the problem as a matter of urgency, as we are committed to providing a high quality, fault-free service to our customers.
Can I use my Seven Home & Away account from any phone?
Yes, you can use Seven Home & Away account from any touch-tone phone including payphones. Calling from payphone, however, may incur surcharge.
How can I find if I have a touch-tone phone?
Pick up the receiver and press any digit, if you hear one continuous beep you have a touch-tone phone. If you hear series of bleeps it is a pulse phone. Please convert your pulse phone into touch-tone before you can use your Seven Home & Away account.
Is there any change required in my existing phone or phone set-up?
No, there is no change required in your current phone or phone set-up.
I use Seven Home & Away account from my home, office or friend's phone, do I need to pay on BT bill for the access number?
No, if you call from a touch-tone landline phone other than payphone, you do not pay any access charge on your BT bill.
How can I check my remaining balance?
When asked to enter your destination number, please press the * key on your telephone TWICE to check your balance. Alternatively, at the end of the call, press # key to disconnect the call and then press * key TWICE to check your balance.
How can I make a follow on call?
Do not hang up, simply press the # key to make another call.
Account and P.I.N. number over time?
Yes, you will keep the same Account and PIN number all the time.
What is a CLI?
When you register, you will be aked for your office, home and other phone numbers that you will be frequently calling from. These will be registered as your CLI(Call Line Identity). There is no need to enter your account and pin number when you make calls from these numbers.
What is a Speed Dial?
you can store up to 9 frequently called numbers and simply dial *1 to *9 to call these numbers. You can register your frequently dialed numbers on the Seven Home & Away web site or with customer services.
Do I get Itemised Statement?
You may request your monthly itemised statement by calling customer services. We normally charge £1.99 per month, however , we do not charge you anything if you have done a top-up in the month for which you require your statement.
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