X-Factor Voting FAQS

Thursday 18 October at 3:17pm

The X Factor 2018

Frequently Asked Questions

MOBILE SHORT DIAL CODE VOTING

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

MobileShort 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 X Factor. UK mobile users will be charged a fixed cost of 35p per vote.

2. Why does ITV use MSDCs?

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 originally introduced to enable viewers to vote from mobiles for the same cost as voting from a BT landline to the 09services.

Ofcom changed the way UK calls to 09 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 X Factor shows and on the websites) 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. In addition, access charges do not apply to calls made from mobiles to MSDCs, only to calls made to 09 numbers from landlines and mobiles. To find out the access charge your network operator makes,we suggest you visit their website or contact your network operator. The network operators set their own access charges and no revenues are received byITV for this charge.

More information about the Ofcom pricing changes can be found at: www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling

3. How do I vote by MSDC?

It is very simple. Using your UK mobile phone, simply dial the short number shown onscreen for your favourite contestant, when the vote is open. There is one7 digit MSDC allocated to each contestant. The contestants and number allocated to each contestant change each week so please make sure you check the numbers promoted in-show and dial carefully to make sure you are voting for your chosen contestant.

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.

4. Can I vote by SMS/texting the MSDC?

No. You can’t text/SMS to the Mobile Short Dial Code 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.

5. Why can’t I vote by text?

We can’t include text voting on The X Factor because there is the risk of potential delays within the mobile text networks at busy times and this could result in text votes not being received within the period when the vote is open and so they would not be counted but you would still be charged.

6. How is voting by MSDC different to text?

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

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

This means that if the exchange is busy (for example because of a high volume of calls) you will hear an engaged tone so you will know you have not got through and your vote has not counted. If this happens to you, we recommend waiting a moment and then trying again.

Also, unlike text, you should not be charged if you try to call a Mobile Short DialCode outside of the vote open period, or make a call to a MSDC which is no longer in use.

7. 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 UK mobile network operator if they require more information on their charging rates.

8. How much will it cost to vote on The X Factor by Mobile Short Dial Code?

Voting on The X Factor via a Mobile Short Dial Code from UK mobile networks will cost 35p per vote.

9. 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 X Factor vote numbers not currently in use should not be charged.

10. Why can’t I vote by Mobile Short DialCodes from the Channel Islands and Isle of Man?

TheChannel 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 as they have done in previous shows by dialling the ‘09’ numbers for The X Factor contestants from their landlines or mobile phones.

11. Why can’t I vote by Mobile Short DialCodes from outside the UK?

TheMSDCs are provided by the UK mobile network operators (Vodafone, O2, EverythingEverywhere (previously T Mobile and Orange), Virgin and ‘3’) 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 and calls to MSDCs are unlikely to be possible under such roaming arrangements. Please check with your network operator.

12. 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.

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

Yes, you can still call ‘09’ numbers from your mobile but it is likely to cost you more than if you are calling from a landline. 09 calls are charged at 35p plus any network access charge. The access charge from mobile network operators is generally higher than that charged by landline network operators. If you want to call the ‘09’ voting numbers then we recommend calling 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, when the vote is open, but your UK mobile network operator will charge you the 35p vote cost plus their network access charge. Details of your provider’s network access charge should be detailed on their website.

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 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 contact Phone Paid Services Authority (formerly PhonepayPlus), the premium services regulator on 0300 30 300 20*between 10am and 4pm Monday to Friday (excluding Bank Holidays) or via http://psauthority.org.uk to report this. *Calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject toy our provider and your call package.

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

Not allUK 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.

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

There are a small number of UK mobile phone users who are unable to call MSDCs. It may be that there is a calling bar in place for premium rate services so we recommend checking with your mobile network operator to see if you can lift the calling bar. If you still cannot get through via the MSDC number then you can still vote by calling the 09 voting numbers using a landline or for free via the X Factor App.

PHONEVOTING

1. Why have I been charged more than 35p?

In July2015, 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, we suggest you call the Mobile Short Dial Code, this will charge a flat fee of 35p.

2. 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 a network other than BT would charge for this call. If you have been charged, then notify your service provider immediately.

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

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

4. 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 ITV cannot control.

5. I called 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 and you should check with your network operator about lifting the bar if you wish to vote.

6. 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 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.

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

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 contestants, 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 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.

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

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

IN-APPVOTING

1. How can I vote via The X Factor app?

You can vote by downloading version 16.0.4.6 or later of The X Factor app for iOS (iOS 9 or later) or version 3.0.1539 Android(Android 4.1 or later).

2. How do I get votes?

If you have the correct version of the iOS app, when you go into the voting section you will be prompted to register using your Apple ID in order to receive votes. You will only have to do this once per device and you will not be charged.

With Android version, authentication occurs. Votes will automatically appear in the app as voting starts in the show. It is free to vote via the official The X Factor app this series.

3. How many free votes will I get?

Each eligible device will receive five votes per voting event. A voting event is classed as one complete vote, for example voting may open at the end of Saturday’s show and then close on Sunday; this would be one voting event for which you’ll be able to vote five times via your device. You can register up to six devices per iTunes or Google play account.

After you have cast your first vote you may see a short advert then you will be asked to tap your screen when prompted. You will then receive a further four votes, giving you a total of five votes

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

There are 5 main reasons why you may be unable see votes:

Votes will only appear on eligible devices when voting starts in the show.

Your devices must be linked to an Apple or Google Play account.You can have a maximum of six devices linked to an Apple or Google Play account. These should all receive five votes per voting event. Any further devices will not receive votes.

iii My device is eligible and voting has started but no votes are showing?

Your 3G or internet connection may have dropped at the point we gave you your votes, try moving area and then force the app to close:

On Apple devices:

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

Then re-open the app and your votes should now be showing. If not, please ‘Report A Problem’.

On Android devices:

Go to “Settings” then “Application Manager” scroll down until you find “X Factor” tap on it and choose “Force Stop”

Then re-open the app and your votes should now be showing. If not, please “Report A Problem”

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, in the app go to the 'Xplore', select 'More', then select ‘Voting terms and help', at the top choose 'Voting History' select ‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344881 4150 or email itvihelp@itv.com.

v You have used up your votes

Each device will receive five votes per voting event. If, for example, you cast all five votes after voting opens on Saturday, you will not be able to vote the next day as that is the same voting event.

5. I have votes but cannot cast them. Why?

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

i 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.

ii 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.

iii 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, in the app go to the 'Xplore', select 'More', then select ‘Voting terms and help', at the top choose 'Voting History' select ‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344881 4150 or email itvihelp@itv.com.

6. Can I use my votes in other programmes?

No. Votes can only be used for the 2018 series of The X Factor.

7. 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 votes will be removed from your app.

8. Can I move my votes between devices/on to a new device?You cannot move unused votes between devices. You can register up to six devices per Apple ID or Google Play account.

9. 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 votes as long as you log back in with the same Apple ID or Google Play account details.

10. I bought votes in the 2013 series ofThe X Factor, how do I get a refund?

If you bought app votes during The X Factor in 2013 you can apply for a refund (or donate your refund to charity) in this year’s app. For further info, contact ITVCustomer Care on 0344 881 4150 or email itvihelp@itv.com.

11. My question isn’t answered here,where can I get further assistance?

In the app go to the 'Xplore', select 'More', then select‘Voting terms and help', at the top choose 'Voting History' select‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344 881 4150 or email itvihelp@itv.com.