Frequently Asked Questions

Below are a number of questions that are often asked by our customers. We hope the answers will help you understand how easy and convenient our service is to use. If your question has not been answered here please email us on TotallyLondon@redstone.co.uk or call customer services on +44 (0)845 200 2000

Q. Can the service be used to make UK to UK calls?

A. Yes.

Q. How will I be charged?

A. All prices are quoted up to the full minute, which is the industry standard. Charging starts 30 seconds after the voice prompt.

Q. How much will it cost?

A. Our prices are available on this site. Please remember that unlike most cards we do not charge a connection charge or a daily maintenance charge.

Q. Are there any supplements?

A. There are no additional costs for connection or maintenance.

Q. Is VAT included in the cost?

A. Yes. All our quoted rates are in GBP £ and include VAT.

Q. Can I open more than one account with the same credit or debit card?

A. No - whilst there is no limit to the number of accounts you may open, for security reasons you will need to use a different credit or debit card for each account.

Q. Can the service be used from all types of phone?

A. The service will work from all tone phones. If it does not work from one phone then please try another, as the original may have been faulty. Some hotels and public payphones may not allow toll-free calls. Some hotels may make a small charge to access a toll-free number.

Q. Can I use the service to make calls from my mobile phone?

A. Yes however most mobile companies will make a charge for accessing our toll-free access number, so you may incur an additional charge. The Totally London prepaid phonecard service allows access in the UK via an 0207 London number, which is offered to save mobile users the additional charge.

Q. Is the service refundable?

A. No, but any unused credit can be used within 90 days of first use.

Q. How will the transactions appear on my credit or debit card bill?

A. The transactions on your bills will appear as 'Redstone'.

Q. What information is available online about my account?

A. Once you have set up a prepaid phonecard account, you will be able to view the telephone calls you have made and the credit available on your account.

Q. Who can top up the account?

A. it is possible to register more than one credit or debit card against each account. This is useful if parents want to top up an account on their children’s behalf to ensure they stay in touch! The parent or guardian will require access to the account number and PIN in order to top up the account.

If your question has not been answered here please email us on TotallyLondon@redstone.co.uk or call customer services on +44 (0)845 200 2000