As per regulations from Ofcom, some outbound calls to United Kingdom phone carriers may be billed at surcharged rates. This guide explains where these rates are applied, and how to identify them.
Affected call types
The following call types made to UK numbers may be charged at surcharged rates:
Calls made from an international phone number from a country in the surcharge list: These calls will be charged with new surcharged billable items in place of standard "United Kingdom" billable items.
Notice: If you place calls from the UK, EU, United States & Canada, or from another country with no surcharge, then there is no change. See the list below for surcharged countries.
Calls made with modified, missing, invalid, incorrectly formatted, or Anonymous caller-IDs: These may include the following type of calls:
- Any call with anonymous as the calling number
- UK numbers (+44) that are invalid numbers.
- Any calls having an international calling number with an incorrect format.
- Any calls with dummy calling numbers, including the use of usernames as the CLI.
How can I identify surcharges?
- Surcharged pricing can be identified by the following billable Items:
- Programmable Outbound Minute - United Kingdom - From SurchargeZone 1
- Programmable Outbound Minute - United Kingdom - From SurchargeZone 2
- Programmable Outbound Minute - United Kingdom - Mobile - from SurchargeZone1
- Programmable Outbound Minute - United Kingdom - Mobile - from SurchargeZone2
- Programmable Outbound Minute - United Kingdom - SpecialSvcsOther - From SurchargedZone 1
- Programmable Outbound Minute - United Kingdom - SpecialSvcsOther - From SurchargedZone 2
- Trunking Outbound Minute - United Kingdom - From SurchargeZone 1
- Trunking Outbound Minute - United Kingdom - From SurchargeZone 2
- Trunking Outbound Minute - United Kingdom - Mobile - from SurchargeZone1
- Trunking Outbound Minute - United Kingdom - Mobile - from SurchargeZone2
- Trunking Outbound Minute - United Kingdom - SpecialSvcsOther - From SurchargedZone 1
- Trunking Outbound Minute - United Kingdom - SpecialSvcsOther - From SurchargedZone 2
What do I need to do?
To avoid your calls being billed at a surcharge, we recommend the following actions:
- Ensure that your calls comply with the Caller-ID restrictions mentioned above.
- Use an outbound From number for making these calls that is based in a country with no surcharge like UK, EU, US, Canada, etc. For help finding a phone number from a no surcharge country, see How to Search for and Buy a Twilio Phone Number from Console.
For help changing your outgoing caller ID, see the following resources:
Which countries fall under the surcharge list?
| Zone 1 Countries | Zone 2 Countries |
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