Vote FAQS

1. What are Mobile Short Dial Codes (MSDCs)?

Mobile Short Dial Codes (MSDCs) are the numbers to call (not text) from UK mobile phones where callers are charged a guaranteed fixed price for the call (15p for The Voice UK voting) regardless of their UK mobile network provider. The MSDC numbers are shorter than a normal telephone number, typically between 5 and 7 digits long.

When calling premium rate ‘09’ numbers from mobiles an access charge applies from UK network operators in addition to the 15p per call vote charge. This makes the cost to vote from a mobile to the 09 numbers significantly more than calling the MSDCs from a mobile, and the access charge vary significantly from mobile network to network.

When voting from a mobile using a MSDC number you will hear a vote confirmation message in the same way you would when voting by calling a 09 premium rate number from a landline.

2. How do I vote by Mobile Short Dial Code?

Using your UK mobile phone, simply dial the short number shown on screen for your favourite contestant, when the vote is open. There is one number allocated to each contestant from the 090 range. If you call while the vote is open you will hear a message confirming your vote. If you try to call when the vote is closed you will hear a closed non-chargeable message. The numbers allocated for each contestant will change each week. You can’t text/SMS to the Mobile Short Dial Code.

3. Why can we now vote by Mobile Short Dial Codes when we couldn’t before?

Mobile Short Dial Codes for use across all the major UK mobile network providers, and at a fixed price for a call, have only been available in the UK since April 2012.

4. Why don’t the UK Mobile Network Operators just charge 15p for calls from mobiles to ‘09’ numbers instead of introducing Mobile Short Dial Codes?

The UK mobile network operators decide the pricing for calling numbers via their networks, including the ‘access charge’ for calling 09 numbers. Viewers are advised to contact their UK mobile network operator if they require more information on their charging rates. Fixed pricing has been agreed for the MSDCs for The Voice UK at the rate of 15p from a mobile per vote.

5. Why are you offering voting via Mobile Short Dial Codes instead of Text Voting?

Text voting cannot be included in The Voice due to the relatively short periods in which the vote is open and during which the result needs to be provided and verified. There is the risk of potential delays within the mobile networks at busy times which could result in text votes not being received within the period the vote is open. With a phone call, if the exchange is busy you will hear an engaged tone, however with text/SMS you would not know if there is any late delivery of your vote (causing it to not be registered). There are no such potential network delays with Mobile Short Dial Codes other than busy tones at local exchange level with heavy traffic.

In addition, call attempts to Mobile Short Dial Codes outside of the vote open period, or to numbers no longer in use, are non-chargeable to callers, unlike text where charges may still apply.

The advantage of using telephone calls for voting rather than text voting is that the caller knows at the time of the call that their vote has been counted and also that they have been charged for their vote. They will also know from receiving an engaged tone if they did not get through and that they can then just press redial to try again. The same is not true of text voting as the person sending the text has to wait for a confirmation message back from their mobile network operator which may take some time to arrive or which may not arrive at all.

6. How much will it cost to vote by Mobile Short Dial Code?

Voting on The Voice UK (Series 5) via a Mobile Short Dial Code from UK mobile networks will cost 15p per vote.

7. Will I be charged if I try to vote using a MSDC when the vote is closed?

No. Calls outside the vote open period and those made to any of The Voice UK numbers not currently in use will not be chargeable.

8. Why can’t I vote by Mobile Short Dial Codes from the Channel Islands and Isle of Man?

The Channel Islands and Isle of Man are covered by separate mobile network operators who do not currently support voting by Mobile Short Dial Codes. Viewers in these regions may still be able to vote by dialling the 09 numbers for The Voice UK contestants (in the same way as they may have voted in previous voting shows) from their landlines or mobile phone at 15p plus any network access charge (note that mobile phones may incur higher charges).

9. Why can’t I vote by Mobile Short Dial Codes from outside the UK?

The MSDCs are provided by the UK mobile network operators and are only accessible via these operators. It is also unlikely that calls can be made to MSDCs from UK mobiles when these are outside of the UK, as this would be subject to mobile network operator international roaming arrangements with foreign network operators.

10. Can I call a Mobile Short Dial Code from my landline?

No. Mobile Short Dial Code voting is only available from mobile phones, if you try to call a Mobile Short Dial Code from your landline you will not be connected to the voting service and your vote will not be counted. In a very small number of cases, the landline network operator may route the call to a local destination as it may match a “local” telephone number which may result in a ‘wrong number’ call being made. Such calls would be chargeable if they are answered.

11. Can I vote by text message to the Mobile Short Dial Codes?

No. The Voice UK voting will be made using telephone call voting only as this offers the caller the benefits of knowing at the time that they place their vote that their vote has been counted and that they have been charged. This would not be true of text votes and so text voting will not be available on The Voice UK.

12. Can I still call the 09 numbers from my mobile?

Yes, but you will be charged an ‘access charge’ by your network operator in addition to the 15p vote cost so the cost is likely to be considerably more than the 15p vote charge. The 09 voting numbers should preferably only be called from your landline if you have one. If you decide to call the 09 voting numbers from your UK mobile phone then you will hear a non-chargeable message at the start of the call asking you to call the Mobile Short Dial Codes instead. If you remain on the line after the message then you will be able to vote for your chosen contestant but your UK mobile network operator will charge you at their chosen rate for calls to the 09 number which could be considerably more than the 15p per call cost advertised.

13. What is an “access charge”?

An access charge is the part of the call charge that goes to your phone company, charged as pence per minute. Your phone company 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. Contact your phone company if you want to know what the relevant access charge will be.

14. Will I receive ‘spam’ / unwanted marketing texts if I vote by Mobile Short Dial Code?

No, you should not receive any text messages from The Voice UK or any other organisation as a result of voting using the MSDCs. The BBC does not supply or sell on mobile telephone numbers to any third party, except if required to do so for legal reasons. Text spamming is caused by companies sending unsolicited text messages to mobile telephone numbers. The BBC in no way supports this practice and takes great care to guard numbers from any unauthorised use. If you receive unwanted text messages from other companies that you are being charged for, you can contact PhonepayPlus, the premium services regulator on freephone 0800 500 212 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or via www.phonepayplus.org.uk to report this.

15. Who can I contact if I need assistance / have further questions?

BBC Helpline: 0370 010 0222 (standard geographic charges from landlines and mobiles will apply)

16. Why can’t I call the MSDC number from my “Voice over IP” (VOIP) connection?

Not all UK telephone network operators, including some VOIP operators, allow voting by traditional premium rate 09 numbers. The new MSDC numbers are intended only for voting via the UK mobile network operators and so will almost certainly not be supported by the fixed line and VoIP network operators.

17. Why can’t I call the MSDC number from my mobile?

There are a small number of UK mobile phone users who are unable to call MSDCs, you should check with your mobile network operator to see if you can lift the calling bar or you can vote by calling the 09 voting numbers but an additional access charge will apply from your landline or mobile operator. Please check access charge rates with your network operator.18. Can I vote via social networking?

No.

19.Why can’t I vote outside the UK?

No method of voting offered is available outside of the UK (including the Channel Islands and the Isle of Man).

The 09 numbers are only accessible from UK, Channel Island and Isle of Man network operators and mobile network operators.

The online voting module accessible via the BBC’s web pages will not be available outside of the UK, the Channel Islands and the Isle of Man.

20. Will my votes to X contestant be only counted from one entry method i.e. VSC

No, all votes will be counted.

21. Is the vote being independently verified?

Yes.

22. Will Voting Figures be published?

No, the BBC does not disclose this information.

23. Why have I been charged more than 15p?

If you have called the MSDC from your mobile phone then you will pay no more than 15p for voting in The Voice. We state on screen and verbally “plus any network access charge” and such access charge shall apply to all calls to the “09” numbers from landlines and mobile phones.

24. Why have I been charged outside the vote window?

We state clearly on screen and verbally when the voting period opens and closes and that callers should wait until that time before casting their vote. There is a small chance that if you called outside this time that another network other than BT would charge for this call. If you have been charged, then notify your service provider immediately.

25. I was trying to call for X and got x contestant

All voters are asked to dial carefully. The BBC has implemented a thorough testing schedule before each show to ensure correct audio is playing on the correct contestant line. If you have a phone bill you can send us, we can check whether the number you called corresponds with the correct contestant audio.

26. I have been trying to vote, but keep getting the engaged tone

Because the phone lines are very active throughout the UK when the vote window opens, some callers may experience the engaged tone - especially those in rural/remote areas. We recommend that you call back within a couple of minutes when the traffic through your local exchange would have subsided. Engaged tones are controlled at local telephone exchange and something that the BBC cannot control.

27. I called but received a dead tone

If after dialling the first four numbers of the premium rate number you heard a dead tone - then this means that you are premium rate barred and you should check with your network operator about lifting the ban if you wish to vote in The Voice.

28. I tried voting but couldn’t get through, why?

Given the high volume of viewers and callers that some TV voting shows generate, it is possible for a very large number of people to pick up the phone simultaneously when the onscreen announcement is made. Sometimes this can cause some callers to get an engaged tone for short periods of time immediately after an onscreen announcement; however, any congestion tends to clear quite quickly.

29. Can one contestant’s number be constantly engaged and another contestant’s free?

Like all the big shows, The Voice uses a voting system where at least the first eight digits of the 09 phone numbers and the first 5 digits of the MSDCs are the same for all contestants, with only the last few digits of the phone number changing depending on who you want to vote for.

As the telephone network only uses the first eight digits in a telephone number and first 5 digits for the number to route calls to the voting system, it is impossible for calls for different contestants to be treated differently.

Once calls reach the voting system they are answered in turn, on a first-come, first-served basis. Each answering point is instructed to accept votes for all contestants; there are no dedicated answering points for individual contestants/acts.

30. Does the BBC receive any revenue from the calls?

No. BBC does not receive any revenue. Revenue from the calls goes to charity

31. How do I vote online?

In order to cast your vote, you must sign in to BBC iD. If you do not already have a BBC iD you will need to register before you can vote, details on how to do this can be found here.

Once you have created a BBC iD account you are then ready to go. You are advised to login to your BBC iD account before the vote opens.

During the live vote shows the presenter will let you know when the vote has opened. You will then be able to cast your vote online.

32. Is there a cost to vote online?

No, it is free to vote online by visiting bbc.co.uk/thevoice during the live voting shows 26th March, 2nd April and 9th April 2016.

33. Can I vote using my smart phone or tablet?

You can vote using your mobile phone, tablet or your home computer. Online votes on different devices using the same BBC iD account details will count towards the maximum number of votes per account

34. Who can I contact if I have a problem with creating my BBC iD account or have issues with signing in?

Click here for the BBC iD help pages, this has an FAQ section which may help.

If you have not used your account in a while and have forgotten your password you will need to click on the ‘forgotten password’ link ahead of the show to allow enough time for a new password to be sent through. This will only be possible if you provided a valid email address when registering.

Throughout these FAQs “UK Mobile Phones” means mobile phones provided in the UK under UK contracts by Vodafone, O2, Everything Everywhere (previously T Mobile and Orange), Virgin and ‘3’.