Help and support

How can I stop receiving nuisance calls?

Here's some helpful advice on what you can do about the different types of unwanted calls you may recieve.


Sales and Marketing calls

These can be from a live agent or a recorded message.  Most sales calls come from companies you already deal with but they may be cold calls from organisations you have never used.

What you can do

  • Tell the company calling you that you do not wish to receive sales calls, they must stop if you ask them to. Make a note of the name of the company and the date and time they called in case you later want to make a complaint.

  • Register your telephone number with the

    (TPS).  This is free and stops sales and marketing calls from UK companies unless you have given them permission. You can register both fixed and mobile telephone numbers. 

  • For fixed line services, buy a handset that displays the incoming telephone number so you can choose whether to answer the call.  We automatically display the telephone number of the caller unless you have told us not to. 

  • For fixed line services, buy a handset that allows you to block calls. If you search for telephones with call blocking or call barring features, there are a number of manufacturers who provide such phones.

  • There are still companies that withhold their number. On our fixed line service we offer a feature called

    which you can add to your service that automatically rejects calls with withheld numbers.

  • Mobile smartphones automatically display the incoming telephone number of the caller. You can also block numbers through the phone app of your handset.  Refer to the help section of your device if you are unsure how to do this.

Complain


Silent calls

Silent calls are where you hear nothing when you answer a call.  These are mostly caused by the automated dialler systems companies use to call you and are not malicious. They happen when an automatic dialler calls a number, but there is no agent available to talk to the party they are calling. 

What you can do

  • Register your telephone number with the

    (TPS).  This is free and stops sales and marketing calls from UK companies unless you have given them permission. You can register both fixed and mobile telephone numbers.

  • For fixed line services, buy a handset that displays the incoming telephone number so you can choose whether to answer the call.  We automatically display the telephone number of the caller unless you have told us not to.

  • For fixed line services, buy a handset that allows you to block calls. If you search for telephones with call blocking or call barring features, there are a number of manufacturers who provide such phones.

  • Mobile smartphones automatically display the incoming telephone number of the caller. You can also block numbers through the phone app of your handset.  Refer to the help section of your device if you are unsure how to do this.

Complain

  • Complain to

    if you continue to receive silent calls.  It will help if you make a note of the name and number of the caller – dialling 1471 will tell you the number that called.


Abandoned calls

An abandoned call is where you hear a recorded message from the company trying to speak to you.  They are caused by the automated dialler systems companies use to call you.

What you can do

  • Register your telephone number with the

    (TPS).  This is free and stops sales and marketing calls from UK companies unless you have given them permission. You can register both fixed and mobile telephone numbers.

  • Buy a handset that displays the incoming telephone number so you can choose whether to answer the call.  We automatically display the telephone number of the caller unless you have told us not to.

  • For fixed telephony services, there are handsets which have built-in call screening. If you search for telephones with call blocking or call barring features, there are a number of manufacturers who provide such phones. 

  • Mobile smartphones automatically display the incoming telephone number of the caller. You can also block numbers through the phone app of your handset.  Refer to the help section of your device if you are unsure how to do this.

Complain

  • Complain to

    .  It will help if you make a note of the name and number of the caller – dialling 1471 will tell you the number that called.


Malicious calls

Malicious calls can be abusive, threatening or from criminals trying to defraud you.

What you can do

  • Stay calm

  • Don’t talk to the caller or give them any personal information.

  • Don’t answer calls by giving your name and number

  • If the call is abusive or threatening and you believe you or your family are in danger report it to the police.  It will help if you note the date, time and telephone number of the caller as well as any other relevant information.

  • Speak to us about adding calling features such as

    and which help block unwanted callers.

  • We can also change your number. This is free of charge if you have a crime reference number.

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