strange... 0345 numbers are charged at standard rate and if you have an airtime bundle they will be inclusive in your minutes.
When you say "when they ring us" are you referring to a particular contact? Is it possible that you might have "blocked" this number? I've got a call blocker on my phone (excellent for dealing with PPI's & alleged accident claims) but it is quite easy to accidentally block a number.
What happens when you dial out to an 0345 number? (eg Virgin customer services - 0345 6000 789)
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I am trying to dial a golf club support line which is an 0345 number, but as soon as I dial, I get a message 'calls to this number are barred'. How can I sort this problem? I need to be able to use it from my mobile.
I can get through to the customer services number ok so it seems to be a problem with the support line. They used to have a landline number but were discontinuing it in favour of the 0345 one. They told me to check with my provider to allow 0345 numbers but as I can get through to other 0345 numbers, the problem must be with their number.