Frequently Asked Questions

How Does AOL Talk Work?

AOL Talk works through a method called "Carrier Pre-Select". This allows AOL Broadband to become the carrier of your phone calls over your existing BT line. You don’t need to buy any special equipment or dial any prefixes – simply continue to use your phone normally. However, AOL Talk is only available when your sign up to one of our internet access price plans.

Will AOL Talk affect my internet connection?
No, AOL Talk will have no effect on your internet connection. You will need a broadband connection in order to go online and use the phone at the same time.

Do I need to change my phone number or phone line?
No. AOL Talk works with your existing BT line and number. You will continue to receive a separate bill from BT for line rental and for any services you currently receive that are not part of the AOL Talk service. If you are not the named account holder of the BT line on which you want AOL Talk to be activated, then you must get permission from that person to sign up for AOL Talk.

Will my current BT services still work?
The following BT services will continue to be supported with AOL Talk:

141, 1471, BT Call Minder (1571), Plus and Premier, BT Ring Back when Free, BT Call Forwarding, BT Call Diversion, Call Waiting, Call Sign, Caller Display, Reminder Call, and Three-way calling.

Please note that where a service charge applies for the above BT services, this will appear on your BT bill. Calls made by pressing 3 after you have retrieved a number using BT's 1471 service will be billed by BT in accordance with your BT price plan, irrespective of the type of call it is. If you wish to make calls to a number you have retrieved using the 1471 service at AOL's rates, please make a note of the number, and then dial the full number directly.

Will there be any BT services that will not be available if I sign up to AOL Talk?
BT Call Barring is not available with AOL Talk. However, AOL Talk offers the following call barring options at no extra cost): premium rate barring (bars calls to numbers starting '09'), international number barring (bars calls to numbers starting '00'), and mobile number barring (bars calls to numbers starting '077' to '079').

What can affect the ability of my phone line to be activated with AOL Talk?
If your BT line is set up for incoming calls only (BT InContact Plus), or if it is registered on the BT Light User Scheme, or BT Featureline, you will need to change your BT package in order to get AOL Talk. You can do this easily at the BT website or by contacting BT on 0800 800 150. AOL Talk is also incompatible with ISDN and Home Highway

BT provides my line rental, but I already use another telephone services provider for my calls. Do I need to cancel anything before I order AOL Talk?
No, you shouldn't need to do anything to switch to AOL Talk apart from placing an order with us. We will then process your order, notify your current supplier and advise you of the date of activation of AOL Talk by email and by post. You will receive a letter from your current supplier confirming your request to transfer; you do not need to respond to this for your order to proceed.

You should check the terms of any existing contracts with your current service provider, which may contain minimum periods of notice to cancel your current services. You should also check if there are any on going charges or charges that arise as a result of termination of such contracts. These charges are in addition to our charges.

Where your current service provider requires you to provide a minimum number of days notice to cancel your current service, your AOL Talk activation date may be delayed.

Unfortunately, we cannot ensure that your previous service provider correctly removes your payment details from their systems, and you are responsible to make sure your previous service provider does so. We recommend that you continue to check your statements carefully once AOL Talk has been activated.

If the telephone services provider you use for calls is a cable company, or if the provider of your phone line is not BT, you need to switch to BT before you can order AOL Talk.

I have cable at home - can I have AOL Talk?
No. Your home telephone line must be provided by BT and you have to pay BT line rental in order for you to have AOL Talk.

Can I get line rental from AOL Broadband?
No. We do not currently offer line rental. You need to pay BT line rental to be able to order AOL Talk.

Are there any time limits on calls that are included as part of the monthly subscription charge?
No. If you have selected an AOL Talk package where specific types of calls are included, then you can make an unlimited number of calls to these numbers, and talk as long as you want, although please note that in the case of AOL Talk Evenings and Weekends and AOL Talk Evenings and Weekends International this only applies to calls made within certain time bands.

For your own protection, our systems can detect calls that have been active for over 8 hours. In our experience calls of this length are seldom made intentionally, therefore should calls of this nature be identified, they will be terminated.

What is a "local" call and a "national" call?
A local or national call is a call to another landline phone number anywhere in the UK (including Channel Islands and Northern Ireland). These telephone numbers will start with '01' or '02' (eg 0121, 0208).

What’s a non-geographic number?
Non-geographic numbers are calls to numbers starting with 07, 08 or 09 (such as 07801, 0845, 0870, 0901).

Can I prevent certain types of calls being made with AOL Talk?
Yes. AOL Talk can set up selective call barring on your phone line, which blocks calls to any of the categories listed below. Only the account holder (the person who holds the master screen name) can arrange this. The following selective call barring options are available at no extra cost from AOL Talk:

Premium Rate Services barring (bars outgoing calls starting with '09')
International number barring (bars outgoing calls starting with '00')
Mobile number barring (bars outgoing calls to numbers starting from '077' to '079'. Please note: this does not include 'personal numbers' (which allow you to divert all calls to one number) starting with '070'

Please contact AOL Broadband Member Services on 0844 499 5555* if you wish to arrange this.

Are there any numbers I cannot call using AOL Talk?
No. AOL Talk customers will be able to make phone calls as normal. However, certain call types are still routed via your BT line. These include calls to emergency services numbers (eg 999/112), operator services (eg 100/155), and calls to number ranges used for flat-rate internet access (eg starting 0844 04 or 0808 99). If any charges apply for these services, they will appear on your BT bill.

Can I dial premium rate numbers with AOL Talk?
Yes, and you can review our charges for these types of calls on our rate card table. If you have concerns regarding access to these numbers, we can arrange for calls to all UK premium rate numbers (ie those beginning "09") to be barred from your phone line at no extra cost.

Can businesses sign up for AOL Talk?
No. AOL Talk is for residential users only and cannot be used for business purposes.

I am not an existing AOL Broadband member; can I register for AOL Talk?
No. At the moment, AOL Talk is only available to AOL Broadband Members, so you will need to sign up to the AOL internet service on either a dial-up or broadband price plan to take advantage of the benefits of AOL Talk.

Is there a minimum contract period?
Your commitment to AOL Talk only runs for one month at a time. If you wish to cancel your AOL Talk service, you can do so at any time. For more information, see 'How do I cancel my AOL Talk Service?'

Can I get AOL Talk on more than one phone number?
AOL Talk is only available on one phone number per account.

I pay line rental to BT but I also use another telephone services provider for my calls. Do I need to cancel anything before I order AOL Talk?
No, generally you don't. Just place your order with us and we will take care of everything else and advise you of the date of activation of AOL Talk by email and by post. If you cancel the service you receive from your current telephone services provider when you order AOL Talk, your AOL Talk activation date will be delayed.

You will need to check with your current provider that they don’t impose any additional requirement, such as a notice period, or the removal of any technical equipment.

If the telephone services provider you use for calls is a cable company, or if the provider of your phone line is not BT, you need to switch to BT before you can order AOL Talk.

Can I use a prefix/code or dialler box to route to another CPS or telecoms provider with AOL Talk?
This depends on the particular prefix. The prefix/codes listed below cannot be used with AOL Talk, or if they are, you will be routed, charged and billed at AOL Talk rates and not that of the other provider. The affected codes are: 1293, 1300, 1353, 1363, 1376, 1385, 1397, 1399, 1400, 1612, 1646, 1650, 1654, 16888, 1696, 1697, 1815, 18300, 1840, 1841, 1877 and 1878. Also, the prefix code 1656 will not work with AOL Talk at all. If any other prefix is used, your call should be routed, charged and billed by your other provider.
If you use a prefix other than the ones listed above, your call should be routed, charged and billed by your other provider, and not AOL Talk. This may mean that you will not receive the full benefit of any savings that your AOL Talk price plan offers (for example, if calls to certain numbers are included in the monthly subscription charge).
If your telephone handset has a short code memory function, it may be programmed to automatically dial a prefix before making calls. If this is the case, then you need to remove this to enable you to have your calls routed through AOL Talk. If you want a specific number to still be routed via this provider, then you need to enter the prefix given to you by your other provider before you dial the number.

Who is the provider of AOL Talk?
The AOL Access Service is provided by TPH Services Sàrl, registered in Luxembourg under number B 122 040 with a corporate address at 65, boulevard Grande-Duchesse Charlotte L-1331 Luxembourg.

How Do I Sign up for AOL Talk?

AOL Talk is currently only available to AOL Broadband Members. To take advantage of the benefits of AOL Talk you will need to sign up to for AOL internet access, either on a dial-up or broadband price plan.

To sign up click here or alternatively, call our Member Services team on 0800 200 6045 to place your order.

If I change my mind can I cancel my AOL Talk order?
You can call AOL Broadband Member Services on 0844 499 5555* to cancel your order. There will be no additional cost provided you notify us before 8pm on the seventh working day after the date of your order for AOL Talk (and AOL Talk has not already been activated).

Following the end of this period, or the activation of AOL Talk (whichever is earlier), you can still cancel at any time, but you will remain responsible for payment of any monthly charges and call charges accrued until AOL Talk is removed from your telephone line (which may take up to 15 working days). For information, see sections 11 and 12 of the AOL Talk Terms and Conditions. If you have special requirements in relation to how to contact us, please click here for further information.

What AOL Talk Packages Are Available?

AOL Talk Evenings and Weekends: normally incurs a subscription charge of £3.39 per month. However, if you sign up to AOL Broadband before 04/14/07, there are no Talk subscription fees to pay for as long as you remain an AOL Broadband customer. This includes ALL local and national calls to UK landlines starting with 01 or 02 between 6pm and 6am every weekday and all weekend, with no limit on how long you talk.
AOL Talk Unlimited: customers signing up to AOL Broadband before 30/9/07 can get Talk Unlimited FREE for six months, normally £7.49 per month. This includes ALL local and national calls to UK landlines starting with 01 or 02 , with no limit on when you talk, or how long you talk.
AOL Talk Evenings and Weekends International has a monthly subscription charge of £5.89. This includes ALL UK local and national phone calls (starting with 01 and 02 only) as well as calls to international landlines in 30 countries worldwide made between 6pm and 6am during the week and all weekend.
AOL Talk Unlimited International: has a monthly subscription charge of £9.99. This includes ALL local and national phone calls (ie calls to numbers starting with 01 or 02) as well as calls to international landlines in 30 countries worldwide - 24 hours a day.

How Much Does it Cost and How Do I Pay?

Depending on which AOL Talk package you select, your bill may be made up of one of two types of charge:

AOL Talk monthly subscription charges:
AOL Talk Evenings and Weekends normally has a monthly subscription charge of £3.39. However, there are no Talk subscription fees to pay for as long as you remain an AOL Broadband customer, when you sign up to AOL Broadband before 04/14/07.

AOL Talk Unlimited has a special offer to new members signing up to AOL Broadband. If you sign-up before 04/14/07 calls to local and national UK landlines (starting 01 and 02) are free* anytime day or night.

AOL Talk Evenings and Weekends International has a monthly subscription charge of £5.89. This includes ALL UK local and national phone calls (starting with 01 and 02 only) as well as calls to international landlines in 30 countries worldwide made between 6pm and 6am during the week and all weekend.

AOL Talk Unlimited International has a monthly subscription charge of £9.99. This includes ALL local and national phone calls (ie calls to numbers starting with 01 or 02) as well as calls to international landlines in
30 countries worldwide - 24 hours a day.

AOL Talk call charges
Calls made to numbers that are not included in the monthly subscription fee will be charged and billed as separate charges according to the call rates as defined by the rate card.

With AOL Talk Evenings and Weekends, you will only charged for local and national calls if these calls are made within certain time bands. There is a 6p connection charge per chargeable call.

Are the chargeable calls cheaper in the evenings and at weekends?
AOL Talk has three time bands for fixed lines
Daytime: Monday to Friday 6am to 6pm
Evening: Monday to Thursday 6pm to 6am, Friday 6pm to midnight, Sunday midnight to 6am Monday
Weekend: Midnight Friday through to midnight Sunday

Call charges for calls defined as "pence per minute" rates, are listed on the AOL Talk rate card. All call charges are split by time band except calls. International call rates are only applicable to calls to fixed lines and calls to mobiles.
Calls are billed by the second and not rounded up to the nearest minute. The exceptions to this are: (i) calls to certain Premium Rate numbers, certain non geographic numbers, such as 0845x and 0870x, and 118 numbers where there is a cost per call in some cases and a per minute rate applies; and (ii) with the Pay As You Go package, evenings and weekend local and national calls have a fixed cost for the first hour of the call.

Are there any connection fees or minimum call charges?
There are no minimum call charges with AOL Talk Unlimited or AOL Talk Unlimited International. The Evenings and Weekends packages are subject to a 6p connection charge on all chargeable calls (including local and national calls outside the free time band). This connection charge is in addition to the ‘per minute’ call charges. The Pay as you Go package has a fixed cost for the first hour of a call, in the evening and weekend time-band. Calls to certain Premium Rate numbers, certain non geographic numbers, such as 0845x and 0870x, and -118 numbers where there is a cost per call in some cases and a per minute rate applies. Details of the costs of making such calls are provided on the AOL Talk rate card.

How Do I Pay My AOL Talk Charges?
Your AOL Talk charges will be debited from the same payment method you use for your AOL internet service. If you wish to change the payment method for your AOL internet and AOL Talk services, please go to AOL Keyword: Billing from the AOL software.

When and how often will I be charged for AOL Talk?
You will be charged for AOL Talk on your regular AOL monthly billing date, at the same time as you are charged for your AOL Internet account. Unless otherwise agreed, all charges will be debited from your payment method on or after this billing date.

Will I still receive a bill from BT?
Yes. You will still receive a bill from BT for line rental and for any other services or calls you make which are not routed through the AOL Talk network.

Where can I view my AOL Talk charges?
Once you have received and installed the AOL software, you can view a summary of your AOL Talk charges at AOL Keyword: AOL Talk Summary Bill. This shows your AOL Talk Subscription charges and a breakdown of your call charges into National, Mobile, International and Other. Please note this is not your total AOL bill. It only shows the AOL Talk portion of your total AOL bill. You need to be logged in with your main master screen name to be able to access this detail.

Where can I view details of the calls I have made?
Once you have received and installed the AOL software, you can view an itemised list of your calls at AOL Keyword: AOL Talk Detailed Bill. Calls will generally be listed within 24 hours of the call being made, however there may be instances where some calls will not be visible for up to 48 hours while our systems process them.

How can I keep track of AOL Talk charges?

We'll send you a mid month email that lets you know how much you have spent on call charges during the month so far. This will help you stay in control of your call charges or make changes to your calling patterns. If you want to, you can even contact us to bar certain types of calls such as international, non-geographic and mobile numbers. This email will not show your subscription fee for AOL Talk, so please note that any applicable AOL Talk subscription fee will be due in the usual way in addition to the call charges shown
We will also send you an end of month email that lets you know how much the AOL Talk portion of your AOL total bill will be, so you know in advance how much you will pay on your billing date. Generally this is sent two days before your bill is due to be paid

Can I unsubscribe from the AOL Talk bill reminder emails?
Yes, you can unsubscribe to the AOL Talk bill reminders through any of the following routes:

Click on unsubscribe links within the emails themselves
Call Member Services on 0844 499 5555*

Can I get email alerts for all the AOL services to which I subscribe?
We currently only provide email alerts for AOL Talk. We will continue to review and improve our email reminder alerts for other AOL services.

How can I re-subscribe to the emails if I have unsubscribed from them?
To arrange for the emails to be turned back on, simply contact Member Services on 0844 499 5555*, or once you’ve installed the AOL software visit AOL Keyword: Live Help, or via email at: AOLUKTechsupport@aol.com

Where can I view AOL Talk’s charges?
You can view our standard call charges are listed on the AOL Talk rate card.

Will I receive a paper bill for AOL Talk?
No, but once you have received and installed the AOL software, at any time you can view a summary of your AOL Talk charges at AOL Keyword: AOL Talk Summary Bill. This shows your AOL Talk Subscription charges and a breakdown of your call charges into National, Mobile, International and Other. Please note this is not your total AOL bill. It only shows the AOL Talk portion of your total AOL bill. If you wish to see an itemised list of charges for the calls you have made, go to AOL Keyword: AOL Talk Detailed Bill.

How are call charges calculated?
The charge per call is calculated on a per second basis, using the appropriate pence per minute rate and rounded to the nearest 1/10 (tenth) of a penny. At the end of the billing period, the individual call charges are totalled and then rounded to the nearest whole penny. The exception to this are calls to certain Premium Rate numbers, certain non geographic numbers, such as 0845x and 0870x, 118 numbers, where there is a minimum cost per call in some cases and a per minute rate applies thereafter. In addition a connection charge of 6p is applicable to all chargeable calls on the Evenings and Weekends packages. With the Pay as you Go package, evening and weekend local and national calls have a fixed cost for the first hour of the call.

Calls with a duration across a time band where part of the call is included in your monthly subscription and the remainder is within a chargeable time band; the remainder of the call will be charged at the specified per minute rate from when the chargeable time band comes into effect. For example, in the case of a call made at 5.50pm on Monday ('Daytime' time-band) that finishes at 6.10pm ('Evening' time-band) the same evening, the first 10 minutes would be charged at the Daytime rate and the subsequent 10 minutes would be charged at the Evening rate.

If I take both AOL Talk and AOL internet, will I be charged for Member Services support calls?
No. As a Member with both an AOL internet and an AOL Talk product, you will benefit from phone support at no extra cost. Calls to AOL Broadband Member services are free of charge when made from the phone line on which AOL Talk has been activated. If you order AOL Talk after the offer ends or make calls to Member Services using another phone line, you will be charged at the prevailing rates and subject to a minimum charge of 5p when calling from a BT landline. For more information please go Help.

Why do members who have AOL Talk get calls at no extra cost to AOL Broadband Member Services?
This is a special limited offer provided to AOL Talk subscribers. We do offer a range of ways to get help from us without having to call Member Services, once you have received and installed the AOL software you can visit AOL Keyword: Live Help, which is an interactive, web-based one-to-one 'chat' with a Member Services representative and of course our Help channel, which offers comprehensive online help to members.

Will there be a single confirmation mail to indicate both services are active?
No. You will be sent separate AOL internet and AOL Talk communications.

How Do I Make Changes to My AOL Talk Service?

What happens if I cancel my AOL internet service?
If you change to an alternative AOL service eg dial-up to broadband, you can continue subscribing to AOL Talk. However, if you cancel your AOL internet account, then your AOL Talk service will automatically be cancelled, as you cannot have an AOL Talk service without having an AOL internet service.

After I have ordered AOL Talk can I change to a different package?
Yes, you can change to a different package once AOL Talk has been activated on your phone. Once you have received and installed the AOL software and you wish to change to a different package, you can do this by going to AOL Keyword: Talk or by calling Member Services on 0844 499 5555*. The new package will be activated on your next billing date provided the request is submitted at least 5 working days before this date. If the request is made less than 5 working days before your next billing date then your new package will be effective from the following month's billing date. If you wish to change your package before AOL Talk has been activated, then the original order needs to be cancelled and a new order submitted. To do this please call Member Services on 0844 499 5555*. This will delay your activation date by 10 working days from the date the new order is placed. This option is only available up to 2 working days before the service is activated.

When does a package change become effective?
The new package will be effective from your next billing date provided the request is submitted at least 5 days before this date. If the request is made less than 5 working days before your next billing date then your new package will be effective from the following month's billing date. Once you have received and installed the AOL software and you wish to find out your AOL billing date, go to AOL Keyword: Billing from the AOL software. You will be advised by email to your master screen name of the date the new package becomes effective.

Why can’t the new package be effective immediately?
Unfortunately, in order to set up the new package our billing system requires at least 5 days notice. One of the main advantages of package changes taking place on your billing date is that it’s easier to understand your bill (a whole month’s charge for the package is shown, rather than part of the month at one rate and the rest at the other).

Can I cancel a package change or request another package if I change my mind?
Yes. If you change your mind at least 5 working days in advance of your next billing date, a package change can be cancelled, or another package can be selected. If you change your mind less than 5 working days before your next billing date, then you can still select a different package, but this will not become effective until the following month’s bill. Once you have received and installed the AOL software and you wish to cancel a package change (or to select a different package) go to AOL Keyword: AOL Talk Help from the AOL software and change back to the package you wish to be on. Alternatively, contact Member Services on 0844 499 5555*.

What do I do if I move house?
If you are planning to move house, it is important that you inform both AOL Broadband and BT. You can amend the details that we hold online at AOL Keyword: House Move from the AOL software, or by contacting our Member Services team on 0844 499 5555*. If you are going to change your phone number when you move house, please make sure that you contact BT first to obtain details of this new number. To protect you from unauthorised use, AOL Talk may suspend your phone line if we have reason to believe you have moved address and we have not been informed. If you are going to change your phone number when you move house, please provide us with as much notice as possible so we can ensure that your AOL Talk service continues with minimum disruption. It takes at least 21 working days for AOL Talk to be transferred over to a new telephone number. If you are moving house but BT has confirmed that you are keeping the same phone number, your AOL Talk service will remain with this number. However, we advise you to notify BT that you have a CPS service that you need to be retained on your number. You can amend your address details online at AOL Keyword: House Move or by contacting our Member Services team on 0844 499 5555*.

What if I cancel my BT line?
If you cancel your BT line, your AOL Talk service will automatically be cancelled.

What if I change my BT phone number?
If you change your BT phone number, you will need to contact us so we can move your AOL Talk service over to the new number. Once you have received and installed the AOL software and you wish to do this, you can visit AOL Keyword: House Move from the AOL software or contact our Member Services team on 0844 499 5555* or you can email AOL with your new details. To ensure that we can provide you with AOL Talk on your new phone number, with as little interruption as possible, please ensure that you give us at least 21 working days notice of your intended change.

How do I stop companies calling me up all the time with marketing offers?
You can go to http://www.tpsonline.org.uk/tps to register. The Telephone Preference Service is an independent organisation that helps you to make sure that your telephone number is not available to organisations to make unsolicited direct marketing calls. We will never divulge your personal data to other parties without your permission. Once you have received and installed the AOL software and you wish to change your Marketing Preferences please go to AOL Keyword: Marketing Preferences indicate your preferences.

How do I cancel my AOL Talk service?
Contact our Member Services team on 0844 499 5555 *
By email: Please send from your master screen name to CancelUK@aol.com
By post: Cancellations Department, CPW Broadband Services (Ireland) Ltd, IDA Business Park, Cork Road, Waterford, Ireland.

If you cancel by phone, please ensure that you have the last four digits of your payment method and the answer to your account security question, if applicable, at hand for identification purposes.

If you cancel online or by email or post, you must include your master screen name, your full name, the last four digits of your payment method and the answer to your account security question, if applicable, together with a day and evening contact telephone number.

On cancellation of your AOL Talk service you will continue to be responsible for payment of all monthly charges and call charges accrued until AOL Talk is cancelled (which may take up to 15 working days). For more information, see sections 11 and 12 of the AOL Talk Terms and Conditions.

Troubleshooting

Faults can occur on your home phone service. These may be due to problems with the AOL Talk network, another operator’s network, the telephone handset you use, or the phone line of the person you are trying to call. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is on the BT network, then you need to report this fault to BT directly by calling BT Residential on 0800 800 151.

If you are having problems with incoming calls only, you need to contact BT on 0800 800 151.

If you are unsure who is responsible for the fault, please contact our Member Services team at AOLUKTechsupport@aol.com, on 0844 499 5555* or at AOL Keyword: Live Help.

*Calls to this number are free of charge for AOL Talk members when made from the phone line on which AOL Talk has been activated. Calls made to this number from any other phone are charged at our current standard rates. BT landline calls cost max 7.51p/min; calls from mobiles/other network providers may cost more. Please visit Help for details of call charges on this number.

I have no dial tone on my phone.
Try checking or changing the phone handset you are using and see if the problem still occurs. If you still have no dial tone, please contact BT Residential on 0800 800 151 and report the fault.

I receive poor quality and crackling sounds on my phone.
If this is happening on all incoming calls only, please contact BT on 0800 800 151 and request a line test. If it is happening on outgoing calls as well, please contact our Member Services team at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help.

I am having problems with calls cutting off.
If this is happening on all incoming calls only, please contact BT on 0800 800 151. If it is happening on outgoing calls as well, please try replacing your handset. If the problem still occurs, please contact our Member Services team at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Service Representatives are available online to answer questions from our customers.

I am not receiving any calls.
Please contact BT Residential on 0800 800 151 and report the fault.

I cannot see the phone number of incoming calls.
Some people do chose to withhold their number for security reasons. For more information, please contact BT Residential on 0800 800 151.

How can I stop people from seeing my number when I call them?
Please contact BT Residential on 0800 800 151 to set up your phone to withhold your number.

When I make a call, the person on the other end of the phone cannot hear me/ I cannot hear the person on the other end.
Does this happen on all calls? If the problem only occurs when you are dialling a specific number, then it is likely that the fault is with the other party’s telephone. If this is happening on all incoming calls only, please contact BT on 0800 800 151. If this is happening on outgoing calls, please contact our Member Services team at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Service Representatives are available online to answer questions from our customers.

When I dial a number on my phone it's misdialling to another number.
If you are using speed dial, check to make sure the correct number is stored within the speed dial using your handset user instruction guide. If this is not the cause, please contact our Member Services team at at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Service Representatives are available online to answer questions from our customers.

I get an engaged tone on all my calls.
Try making a call using another telephone handset. If you still receive an engaged tone, please contact our Member Services at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Services Representatives are available online to answer questions from our customers.

I get an engaged tone after dialling the first one or two digits of the number I am trying to call.
Try making a call using another phone. If you still receive an engaged tone, please contact our Member Services Team at at AOLUKTechsupport@aol.com, on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Services Representatives are available online to answer questions from our customers.

I get a recorded voice announcement whenever I make a call.
If you have ever received telephone services from another provider other than BT then the problem may be due to what is called a physical dialler connected to a phone socket within your premises. For more information, please contact BT on 0800 800 151.

I cannot send a fax.
If you are unable to send a fax to a specific number, try dialling the number on your phone. If you don’t get a fax tone, the problem is likely to be with the number. If you are getting a fax tone, please contact our Member Services team at at AOLUKTechsupport@aol.com, on 0844 499 5555* or once you have received and installed the AOL software you can go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Services Representatives are available online to answer questions from our customers.

Special Requirements

I am a customer with special requirements. How can you help me?
If you are visually impaired, we can provide you with certain information in alternative formats, such as large print, audio or Braille. This includes the AOL Talk Terms and Conditions, and billing and product information. To request such information, please contact us with your master screen name, full name, address, the last four digits of your payment method and the answer to your account security question, if applicable, and details of the information you would like us to provide.

Contact details:
Phone: 0844 499 5555* (from outside the UK, dial +44 117 919 1100)
Type Talk: 18001 0844 499 5555 (8am-midnight (GMT), 7 days a week)
Email: AOLUKTechsupport@aol.com

You can view an itemised bill online by going to AOL Keyword: AOL Talk Detailed Bill from the AOL software. This information can be downloaded into a Word document and printed for your convenience. For more information go to Accessibility Help.

I am deaf. How can AOL help me?
If you are deaf or hard of hearing, and use a Type Talk phone, you can telephone us on 18001 0844 499 5555.

If you are using the AOL service with assistive technology - such as screen readers - please go to AOL Keyword: Accessibility Help from the AOL software or go to Accessibility Help for further assistance.

I would like a family member or a friend to act on my behalf, or alongside me regarding my AOL account.
We can arrange for your specified contact to be set-up as a secondary contact on your AOL account. To arrange this, please contact our Member Services team on 0844 499 5555* or go to AOL Keyword: Live Help from the AOL software. Live Help is our interactive chat room where Member Services Representatives are available online to answer questions from our customers.

How Do I Contact AOL Talk?

Customer Service
By phone: Please call our Member Services team on: 0844 499 5555*
By email: Technical Queries: AOLUKTechsupport@aol.com
By email: Payment Queries: AOLPayment@aol.com
By post: Please address postal enquiries to:
AOL Broadband Member Services, CPW Broadband Services (Ireland) Ltd, IDA Business Park, Cork Road, Waterford, Ireland

General Enquiries (eg questions about the AOL Talk agreement, and your rights and responsibilities.)
By phone: Please call our Member Services team on: 0844 499 5555*.

Personal Data Enquiries (eg to inspect, change or correct personal details).
Online: Your details can be amended online and once you have received and installed the AOL software and you can go to AOL Keyword: Billing from the AOL software

By phone: Please call our Member Services team on 0844 499 5555*.

Complaints and Escalation
If you have a complaint about AOL Talk then please call Member Services on 0844 499 5555*. Further details of how we deal with complaints and our escalation process can be found at AOL Keyword: Complaints from the AOL software or visit AOL Broadband Complaints Policy.

Please remember that if this relates to a technical problem, you might want to check our Troubleshooting FAQ’s, or you can get help by sending an email to our team at AOLUKTechsupport@aol.com, or once you have received and installed the AOL software you can go to AOL Keyword: Live Help. Live Help is our interactive chat room where Member Services Representatives are available online to answer questions from our customers.

If you have other questions about the handling or protection of your personal data please send a written enquiry to: Data Protection, Member Services, CPW Broadband Services (Ireland) Ltd, IDA Business Park, Cork Road, Waterford, Ireland.

*Calls to this number are free of charge for AOL Talk members when made from the phone line on which AOL Talk has been activated. BT landline calls to 0844 numbers cost no more than 5p a minute; calls from mobile phones and other network providers vary by provider. Minimum one minute call charge applies on all BT lines - other providers may vary. See AOL Keyword: Support Me for details.

Our maximum price for calling non-geographic numbers starting with 084 or 087 is 10 pence per minute (day/evening/weekend). Please click here for a complete set of call charges