Vote FAQs

The Voice UK 2017 Vote Frequently Asked Questions

MOBILE SHORT DIAL CODE (MSDC) VOTING FAQs

What are Mobile Short Dial Codes (MSDCs)?

Mobile Short Dial Codes (MSDCs) (also known as Voice Short Codes) are shorter than a normal telephone number, typically between 5 and 7 digits long. MSDCs are numbers to call (not text) from UK mobile phones, where callers are charged a guaranteed fixed price for the call, regardless of their UK mobile network provider. ITV is asking UK mobile users to vote via their mobile by dialling the MSDC promoted in The Voice UK. UK mobile users will be charged a fixed cost of 35p per vote.

Why is ITV using MSDCs?

MSDCs were introduced in our voting shows to help our viewers better understand the costs involved with voting. When calling premium rate ‘09’ numbers from mobiles, calls usually cost considerably more than if calling from a landline, and the cost can vary from mobile network to network. MSDCs were introduced to enable viewers to vote from mobiles for the same cost as voting from a UK landline using a number beginning ‘09’.

Ofcom changed the way UK calls to ‘09’ numbers were charged from 1st July 2015 and calls to ‘09’ numbers from landlines and mobiles now consist of the service charge (the 35p charge to vote, as promoted in the show and on the website) and an access charge which is the charge your telephone network operator makes to enable you to access the service.

Access charges are generally higher from mobile network operators than landline network operators; therefore it is still cheaper for voters calling from mobile phones to vote via the MSDCs than via the ‘09’ numbers. To find out the access charge your network operator makes for ‘09’ numbers, we suggest you visit their website or contact your network operator. The network operators set their own access charges and no revenues are received by ITV for those charges.

More information about the Ofcom pricing changes can be found at: www.ukcalling.info

How do I vote by MSDC?

When the vote is open, simply dial the short number shown on screen for your chosen singer using your UK mobile phone. There is one 7 digit MSDC allocated to each singer. Please make sure you check the numbers promoted in-show and dial carefully to make sure you are voting for your chosen singer.

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 non-chargeable message informing you that the vote is closed.

Can I vote by SMS or by texting the MSDC?

No. You can’t text/SMS to the MSDC number, so please make sure you dial carefully. If you try to text the MSDC, this will not work and your vote will not be counted.

Why can’t I vote by text/SMS?

We don’t include text/SMS voting on The Voice UK because there is the risk of potential delays within the mobile text networks at busy times. This could result in text votes not being received within the vote open period and not being counted, but you could also still be charged.

How is voting by MSDC different to text/SMS?

With text/SMS, there could be network delays, so you do not always know if your vote has been counted. You may also still be charged if your vote arrives too late to be counted.

A phone call to a MSDC works like a phone call to a ‘09’ premium rate number. The advantage of using MSDC calls for voting rather than text voting is that you know at the time of the call that your vote has been counted.

Also, unlike text/SMS, you should not be charged if you try to call a MSDC outside of the vote open period, or make a call to a MSDC which is no longer in use. You will also be able to hear an engaged tone if there are high call volumes. If this happens while you are trying to make a vote, please wait a moment and try again.

How much will it cost to vote on The Voice UK by MSDC?

Voting on The Voice UK via a MSDC from UK mobile networks will cost 35p per vote.

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

Calls outside the vote open period and those made to any of The Voice UK vote numbers not currently in use should not be charged.

Why can’t I vote using a MSDC 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 MSDCs. Viewers in these regions will still be able to vote by dialling the ‘09’ numbers from their landlines or mobile phones. Please note that calls to ‘09’ numbers from a mobile will cost considerably more than from a landline.

Why can’t I vote by MSDC from outside the UK?

The MSDCs are provided by UK mobile network operators and are only accessible via these operators. It may also not be possible to call a MSDC from a UK mobile when you are outside of the UK, as this would be subject to the mobile network operator’s international roaming arrangements with foreign network operators. If you are unsure if you can call an MSDC from your location, please check with your network operator. Please note that the vote is only open to residents of the UK, Channel Islands and Isle of Man.

Can I call a MSDC from my landline?

No. MSDC voting is only available from mobile phones. If you try to call a MSDC 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. This may result in a ‘wrong number’ call being made. Such calls would be chargeable if they are answered.

Can I still call the ‘09’ numbers from my mobile?

Yes, you can still call ‘09’ numbers from your mobile. However it is likely to cost you more than if you are calling from a landline. Calls to ‘09’ numbers are charged at 35p plus your network access charge. The access charge from mobile network operators is generally higher than those charged by landline network operators. If you want to vote using the ‘09’ numbers, we recommend calling from a landline.

If you decide to call the ‘09’ voting numbers from your UK mobile phone, you will hear a non-chargeable message at the start of the call reminding you that you can call the MSDC instead. If you remain on the line after the message and the vote is open, your vote for your chosen singer will be registered. You will be charged 35p plus your network access charge. Details of your provider’s network access charge should be on their website.

Will I receive spam or unwanted marketing texts if I vote by MSDC?

No, you should not receive any text messages from ITV or any other organisation as a result of voting using the MSDCs. ITV does not sell on mobile telephone numbers to any third party.

Text spamming is caused by companies sending unsolicited text messages to mobile telephone numbers. ITV 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 report these to the Phone-paid Services Authority, the UK regulator for content, goods and services charged to a phone bill. You can call them on 0300 30 300 20* (Monday - Friday, 10am - 4pm, excluding bank holidays) or contact them via their website http://psauthority.org.uk/.

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package

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 will almost certainly not be supported by the fixed line and VoIP network operators.

Why isn’t it working when I try to call the MSDC number from my mobile?

There’s a small number of UK mobile phone users who are unable to call MSDCs. One reason may be that there is a calling bar in place for premium rate services. You can check with your mobile network operator if your mobile phone is barred from calling place for premium rate services. Remember, if you cannot get through via the MSDC number, you can still vote by calling the ‘09’ voting numbers using a landline.

PHONE VOTING

Why have I been charged more than 35p?

From July 2015, Ofcom introduced ‘UK Calling’ which is designed to make call costs clearer for consumers. Call charges to ‘09’ numbers are now in two parts: the service charge (the charge advertised on screen) and the network access charge which is the operator charge. Each network operator has set their own access charge. Please check charges with your network operator.

If you are using a mobile phone to vote, we suggest you call the Mobile Short Dial Code (MSDC), this will charge a flat fee of 35p.

Why have I been charged outside the vote window?

We state clearly on screen and verbally during the show when the voting period opens and closes. When the vote is not open you should not be charged for your call. However, there is a small chance that if you called outside the vote open window, that your network would charge for this call. If you have been charged, then notify your service provider immediately.

What does “plus any network access charge” mean?

From July 2015, Ofcom introduced ‘UK Calling’ which is designed to make call costs clearer for UK consumers. Call charges to ‘09’ numbers are now in two parts: the service charge (the charge advertised on screen) and the network access charge which is the operator charge. Each network operator has set their own access charge. This network access charge applies to the ‘09’ numbers but not the MSDC numbers. We advise viewers to contact their network operator if they require more information on their charging rates.

I was trying to call for one singer and heard a different singer’s message.

ITV has implemented a thorough testing schedule before each show to ensure correct audio is playing on the correct line. Please dial carefully when voting to make sure you are voting for your chosen singer.

I have been trying to vote, but keep getting the engaged tone / I can’t get through.

The phone lines are very active throughout the UK when the vote window opens, so 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 ITV cannot control.

I called to vote but received a dead tone.

If you hear a dead tone after dialling or trying to dial the premium rate number, then this means that you are premium rate barred. You should contact your network operator about lifting the bar if you wish to vote.

Can one singer’s number be constantly engaged and another not?

Like all the big shows, we use a voting system where at least the first eight digits of the phone numbers and the first 5 digits of the MSDC are the same for all singers, with only the last two 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 digit for the MSDC number to route calls to the voting system, it is impossible for calls for different singers 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 singers; there are no dedicated answering points for individual singers.

IN-APP VOTING

How can I vote via The Voice UK app?

You can vote by downloading The Voice UK app for iOS 8 or later or Android 4.1 or later.

Please ensure that you download the UK version of The Voice app, there are several versions from other countries available.

How do I get votes?

Before you can access the app you will be asked to register, either by creating a user name and using your email address or connecting via Facebook. You will only have to register once per device and you will be not be charged. Registration is used to enable you access the app and to receive your free vote(s).

Any free votes you have will automatically appear in the app as voting starts in the show. It is free to vote via the official The Voice UK app.

How many free votes will I get?

Each eligible device will receive one free vote per voting event. A voting event is classed as one complete vote, from when the vote opens until it closes as announced in-show. A voting event may span more than one show, for example voting may open at the end of the first show and then close in the following day’s show; you’ll only be able to exercise one free vote per authenticated device for each voting event.

After you have used your free vote, you will be invited to place further votes using MSDC numbers. By clicking on the link for your chosen singer, the relevant number will be dialled from your mobile to make a vote. Please note each of these calls will cost 35p and can only be made from a UK mobile.

I have downloaded the app but can’t see any votes. Why?

Here are some reasons why you may be unable see votes:

-It’s too early
Votes will only appear on eligible devices when voting starts in the show.

- Your internet or mobile signal connection has dropped
Your internet or mobile signal connection may have dropped at the point the vote(s) were issued. Try moving to an area with a better wifi connection or signal, and then force the app to close.

On Apple devices:

  1. Double-click the Home button.
  2. Swipe left or right until you have located the app you wish to close.
  3. Swipe the app up to close it.

Then re-open the app and your vote(s) should now be showing. If not, please contact ITV Customer Care by phone on 0344 881 4150* or by email at itvihelp@itv.com.

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package

On Android devices:

Go to SETTINGS then APPLICATION MANAGER, scroll down until you find The Voice UK, tap on it and choose FORCE STOP.

Then re-open the app and your vote(s) should now be showing. If not, please If not, please contact ITV Customer Care by phone on 0344 881 4150* or by email at itvihelp@itv.com.

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package

- There has been a technical error
In the unlikely case that a technical error occurs then an information message should appear in the app. If there is no obvious reason for the error, please contact ITV Customer Care by phone on 0344 881 4150* or by email at itvihelp@itv.com.

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package

- You have used up your vote(s)
Each device will receive one vote per voting event. If, for example, you cast a vote after voting opens, you will not be able to cast another vote for that same voting event.

I have free vote(s) available in the app but cannot cast them. Why?

There are 3 main reasons why you may be unable to cast your vote:

The vote is closed
Full details of when you may cast your vote will be announced in-show. You will only be able to vote whilst the voting period is open. It is not possible to cast your vote at any other time.

You do not have a strong enough wifi or 3G/4G signal
You will need a strong, constant wifi or 3G/4G signal to go through the voting process, otherwise you may experience error messages. We don’t recommend voting whilst on the move as your signal strength may vary.

There has been a technical error
In the unlikely case that a technical error occurs then an information message should appear on the app. If there is no obvious reason for the error, please contact ITV Customer Care by phone on 0344 881 4150* or by email at itvihelp@itv.com.

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package

Can I use my votes in other programmes?

No. Votes can only be used for the 2017 series of The Voice UK.

Can I rollover votes during the series?

No. You can only use votes for that particular voting event. After each vote has closed, shortly afterwards any unused free votes will be removed from your app. Any free votes for a new voting event will appear in your app the next time voting opens.

Can I move my free votes between devices/onto a new device?

If you delete the app, you can download it again and you will still have your remaining free votes as long as you log back in with the same username or Facebook account details. Please note that votes will only be visible during the vote open window.

What happens to unused votes if I delete the app or my device is lost or stolen?

If you delete the app, you can download it again and you will still have your remaining free votes as long as you log back in with the same username or Facebook account details. Please note that votes will only be visible during the vote open window.

Where can I find the full terms and conditions?

You can find them here.

My question isn’t answered here – who can I contact?

You can contact ITV Customer Care by phone on 0344 881 4150* or by email at itvihelp@itv.com

*Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package