ITV Interactive Frequently Asked Questions
Welcome to our Frequently Asked Questions (FAQ) page. Here you will find answers that we have come across on a regular basis. We are committed to keeping this page as relevant as we can and are always looking for ways to improve. Please do not hesitate to contact us with your questions if you cannot find what you’re looking for.
- Why has the Red Button service been terminated?
Unfortunately Sky have decided to cease their transactional platform, which facilitated interaction as well as voting and competition entry for ITV’s red button, it was therefore no longer possible for ITV to offer the levels of interactivity via the red button our viewers had become accustomed to.
- Do I need to do anything to my Sky or Virgin box?
No, there will be no need to adjust your set top box, the red button will automatically stop.
- Can I participate in voting and competitions?
Yes, ITV will continue to provide the facility to vote via phone and enter competitions via phone, SMS and online.
- Will there be an alternative service available?
The way we interact with TVs is changing with the introduction of ‘connected’, internet enabled, TVs and ITV are looking at ways we can deliver enhanced interactivity in the near future.
- How much does it cost to vote or enter a competition by calling a PRTS number?
In relation to PRTS phone entries, the charge per call will be as indicated in the interaction information (as shown in show or available at www.itv.com/terms) and is based on the cost of a call from a BT fixed network line. The cost of entering from other networks will vary and from mobiles will cost considerably more. The cost of your competition entry or vote as a PRTS call from your mobile will vary depending on your mobile network operator. These costs are determined by your mobile network operator and are not within our control. You can find out more information about the amount that your mobile operator will charge you here http://www.callcosts.co.uk. We do not operate this website and are not responsible for its contents, so we recommend that for the most up to date charges you enquire directly with your mobile network operator.
- Where can I find the competition question for in-show competitions?
For the benefit of our loyal viewers the competition question will be displayed during the programme’s broadcast only. We do not display this information on our website and cannot disclose it.
- Where can I find the answers to the questions for in-show competitions?
If you wish to obtain answers to any ITV competition after winners have been drawn please send an email with the programme name, the date the programme was broadcast and the question to email@example.com or call ITVi Help on 0844 88 14150.
- How do I know if I’ve won an ITV competition? Are the winners displayed anywhere?
For broadcast competitions winners are contacted via phone by a member of our interactive team so we can confirm their details. Winners lists can be seen here. Winners may be contacted by email for online competitions.
- I wanted to vote on an ITV programme; why couldn’t I get through to place my vote?
When the lines open there may be a sudden surge of calls. We recommend that anyone having difficulties getting through to the voting lines or interactive poll service should wait and then try again within times when the vote is open. Calls that are not connected are not charged. Please check the number you are calling and that your phone line is not premium rate barred, which would result in an ‘unobtainable’ tone.
- An error message appeared on the screen when I tried to enter a competition via red button. What should I do?
Please contact Sky on 08702435000 and quote the error message that appears on your screen.
Please contact Virgin on 08454541111 or 150 from a Virgin land line and quote the error message that appears on your screen.
- Why are there charges to send content to ITV programmes by SMS and MMS?
Some viewers are keen to use text messaging as an easy way to communicate with shows such as Daybreak and Lorraine. Suitable messages may be read out on-air or displayed on our websites. We do not guarantee to use the content either on the show or on the websites.
ITV charges for incoming text messages and for picture and video messages, ITV does not actually receive the full amount from each text, as the Network Operators and our mobile gateway take the lion’s share. Any amount received helps to pay for the administration and staffing of this interactive mechanism.
- Will I receive text “spam” if I text in to ITV interactive services?
From time to time we may send marketing communications to viewers who text in to our interactive services. You may, at any time, opt out of this communications by replying to the text with the word NOINFO. You can also amend your marketing preferences and opt-out of receiving any marketing communications by sending an email to firstname.lastname@example.org or calling 0844 88 14150 and giving your name and email address.
We do 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 randomly generated mobile telephone numbers. ITV in no way supports this practice and takes great care to guard numbers from any unauthorised use. If you are receiving unwanted text messages from other companies that you are being charged for, you can contact PhonepayPlus, the premium rate services regulator. Visit the PhonepayPlus website here or alternatively call them on 0800 500 212 between the hours of 8.00am to 6.00pm, Monday to Friday (excluding bank holidays).
- I am hard of hearing and am worried that if I win a competition you will not be able to contact me?
We generally need to be able to contact all our winners by phone especially for time sensitive prizes (e.g. show tickets for that week) so all entrants need to provide a telephone number for us to contact them in case they win.
If you have a textphone then please provide your textphone number (including 18002) for us to contact you on.
However, if a viewer cannot for any reason use the phone then we recommend that they inform our Viewer Services team by email at email@example.com and provide their details including name and preferred method of contact e.g. email address. The Viewer Services team will then pass this information to our Interactive Operations team so that if that viewer is selected as a winner, we can contact that person by email if they win.
Please note that any selected winner will still have to respond within the time period specified in the contact and will still be subject to eligibility checks and we may ask you to provide proof of age and identification and/or other evidence to confirm eligibility.
- I am temporarily based outside the UK and would like to know if I can enter your competitions?
In general, entrants to our competitions must be UK residents and, as such, must be able to provide a UK address for delivery of any prize. Please also check for any applicable restrictions on entering and claiming prizes as these may vary from competition to competition.
Please note we cannot guarantee that our competition services will be available outside the UK. Entering from outside the UK also means any additional charges may apply depending on your service provider’s international rates.
- I enter ITV competitions via SMS but not from a mobile e.g. a computer or Netbook, and you cannot contact me on the number associated with the SMS?
We rely on competition entrants to provide us with a valid contact number at the time of entering our competitions. Generally, we will contact winners on the number associated with an SMS entry. However, if another contact number has clearly been given within the text then we will use that contact number instead. We suggest that you do this by including a contact number straight after your answer in the SMS, for example “A. Contact number: xxxxxxxxxxx”.
- I entered one of your competitions by text. Why did you send me a text about another ITV service?
From time to time, we let text entrants know about the latest competitions or services from ITV by text. If you do not want to receive information about new competitions or other SMS messages from ITV then just reply STOP to any message you receive and you will be taken off our list for SMS marketing messages although you will still receive service messages e.g. confirming your entry. Texting STOP costs 1 standard network rate message.