Press1 Blog 

Disturbance 28/04/2017

We had a network disturbance between 06:23am and 09:47am this morning. Some calls may not have been received, some outbound calls will have failed. We apologise for the inconvenience.

The source of the issue was failure of a core call routing component in our network which did not failover automatically as expected. Furthermore when the node was re-initiated it failed again so we were forced to isolate it. The root cause is under investigation. We will add to this post with more resolution information. Thank you for your understanding.

Update: 14:30 – The faulty node was identified as having a faulty motherboard, this has been replaced and the node tested. The node is now working as normal. We are still investigating failover issues. on your card statements

New description on card transaction statement.

Please be aware of the following change on your card statements. When a charge is processed for Press1 the business name description that now appears on the card statement will be WWW.PAY4PHONE.COM. is a business name of Red Squared Ltd, which provides the service Press1.


28/09/2016 – Outage on number routing

Our carrier partner for UK numbering suffered an outage this morning from approximately 10am to 12am. This affected all calls inbound calls to the UK numbers we provide and some outbound calls were affected. This is a large operator using carrier grade equipment, outages are rare. The cause is currently under investigation a full report will be issued and we will pass on the findings.

We apologise for any inconvenience this has caused.
We will post more details here when we have them.


Update 29/09/2016 – Carrier Incident Update (note this refers to the carrier infrastructure, not our infrastructure)

Total Length of outage2 hours 53 Minutes

“At approximately 08:45 on 28/09/2016 there were reports of significant issues within our voice infrastructure which resulted in the loss of services across multiple voice platforms, including our own Service Desk telephony solution which impacted our ability to receive calls from Customers or to proactively call out.

**Carrier** initiated troubleshooting activities and discovered that our Voice Session Border Controllers (SBC’s) could not perform the required lookup activities against one of our resilient lookup servers.

This server was not immediately removed from the pool as it was still accepting network traffic and overall looked to be responsive. However, the process that controls the lookup server was not responding.

As the lookup server was unavailable there was a resultant backlog of calls which caused our SBC’s to hit connection limits.

This was escalated to the 3rd line systems team who upon extensive diagnosis discovered the failed process within the lookup cluster and restarted the failed process, at which point the backlog cleared and normal service resumed.

We have escalated this software fault with our 3rd party software vendor and are working on monitoring improvements to allow us to detect and respond to this type of failure more efficiently in future.

We continue to monitor the environment. The incident will not be set to resolved until such time as we are satisfied with the responses of our software vendor, and **Carrier** have conducted a full architectural review.

Sincere apologies for the disruption this has caused you.”

Important changes to non-geographic numbers today 1 July 2015

We’d like to give a REMINDER as per today Ofcom are introducing changes to the way calls to 0800, 0808, 084, 087, 09, 116 and 118 numbers are billed.

The new cost of calling service numbers is made up of two parts:

An access charge: This part of the call charge goes to your phone company, charged as pence per minute. They will tell you how much the access charge will be for calls to service numbers. It will be made clear on bills and when you take out a contract.

A service charge: This is the rest of the call charge. The organisation you are calling decides this, and will tell you how much it is.

We provide the following 08 numbers ranges with service charges;

  • 0844445.. Service charge 7 pence per min
  • 0844487.. Service charge 6 pence per min
  • 0870489.. Service charge 10 pence per min

What you need to do

Organisations who provide 084/087 and 09 numbers for consumers to call must under the Non-Provider Telephone Numbering Condition include the relevant service charges (shown above)  in any advertising and promotion of their 084/087 and 09 numbers.   For example:

Calls cost 7p per minute plus your network access charge.”

In this case the service charge for the cost of calling the number would be 7p per minute.

(The Advertising Standards Authority (ASA) and PhonepayPlus (for premium numbers) would be responsible for ensuring compliance with this requirement.)

Important changes to non-geographic numbers

Some major changes to non-geographic numbers are being introduced on 1st July 2015 by Ofcom.

Ofcom are introducing changes to the way calls to 0800,  0808, 084, 087, 09, 116 and 118 numbers are billed. These changes are being introduced to improve clarity for consumers, making it clearer on how much they will be charged to call these service numbers.

From 1 July 2015, the cost of calling service numbers will be made up of two parts:

An access charge: This part of the call charge goes to your phone company, charged as pence per minute. They will tell you how much the access charge will be for calls to service numbers. It will be made clear on bills and when you take out a contract.

A service charge: This is the rest of the call charge. The organisation you are calling decides this, and will tell you how much it is.

Which numbers are affected

These rules will apply to all consumer calls to 084, 087, 09 and 118 numbers across the UK.

Calls to 0870 and 0845 numbers that had traditionally been considered as ‘National non-geographic’ and ‘Local non-geographic’ could now attract a higher call charges under the new regulations.

These changes do not affect calls made to ordinary landline (geographical) numbers or mobile numbers. They do not affect calls made from payphones, international calls, or calls to the UK when calling from overseas.

What you need to do

Review all your promotional materials, website and advertising. When the new system comes into effect, companies and organisations that provide services using 084, 087, 09 or 118 numbers will be required to communicate the charges clearly. Wherever you advertise or promote one of these services, you must ensure that the relevant service charge is displayed in a prominent position, and in close proximity to the telephone number, in all cases.

Check the wording: as an example, a statement along the lines of “Calls will cost 5p per minute plus your telephone company’s access charge” is likely to be considered to be compliant – but we recommend you seek independent advice from the Advertising Standards Authority (ASA) industry-advertisers web page and visit CAP (Committee of Advertising Practice) for information about the types of marketing materials you will need to update.

Your new pricing information must be ready to go in your advertising, promotional material and communications from the point of the change, which is expected to be on 1 July 2015.

Further details of the change and advice can be found on the Ofcom information website here:

VAT changes Jan 2015

From 1 January 2015 VAT will be charged at the UK rate of 20%, previously Press1 charged a VAT rate of 23% (The Irish VAT rate).
This means if VAT applies to your account costs will reduce by 3%.

If you are a UK VAT registered business there will be no change, VAT will still not be charged as inter-EU supply rules still apply.

This is happening because Press1 is required to comply with the EU Directive 2008/8/EC for VAT. This directive stipulates that customers are charged the VAT rate of the EU member state to which they belong.

Notification – Price increase for local geographic numbers Nov 1st.

Due to changes in BT interconnect rates the cost of attaching a local number to a Press1 account will increase by £2.00 per month from November 1st 2014.

The cost of adding a local number is currently £6.99 per month, this will increase to £8.99 per month November 1st 2014 (all prices exclude VAT). This change is valid for existing customers and new accounts.

Important information on 0845, 0844 and 0870 numbers for businesses

If your business uses a customers help line with telephone numbers starting 0845, 0844 or 0870, then the following information is important.

new EU consumer laws from The Consumer Rights Directive comes into practice from Friday the 13th of June 2014.

We should be clear that this is CONSUMER LAW and will only affect BUSINESSES which deal with the GENERAL PUBLIC.

To summarise; any consumer who needs to call a business, for after-sales service, needs to be able to call at a cost of no more than the price of calling a standard land-line number (01/02/03).

Note: We can add local geographic (01/02) or national UK-wide (03) numbers to your account which are in line with this legislation.
Contact support if you require more information.

You can read more details on the new legislation at the following links:

Severe Disturbance Sunday 14/05/2012

We had a severe network disturbance on Sunday 14/05/2012 which affected all of our services.

The disturbance was due to equipment failure on the edge of our network.
The disturbance lasted from approximately 08:00 on 14/05/2012 to 01:45 on 15/05/2012, during this period phone service and website access was intermittent.
The long duration of the fault was due to the complexity of the failure, working with the equipment manufacturer it was advised several parts required replacement.

Once the outage report is completed we will be reviewing measures we can take to prevent a similar re-occurrence.

All systems are now back to normal. We apologise for any inconvenience this may have caused.

VAT rate increase

On the 1st of Jan 2012 the standard VAT rate increased from 21% to 23%.

The VAT increase will be applied to all charges.

If you are UK VAT registered this VAT change will have no effect as your account will have zero VAT charged.

Q. Why are you charging 23% VAT ?
23% is the new Irish VAT rate where press1 HQ is based.
There are special rules for telecommunications, broadcasting and electronically supplied services.
In the case of business to consumer services are taxable at the place where the supplier is established.
In the case of supply to UK VAT registered businesses no VAT is charged.