Student Telephony Service (STS)

The University in conjunction with a company called "Uni-Tel" provide a telephone service to all study bedrooms on Heslington West and East campus except for Eric Milner White blocks A and B, James N block, Langwith College blocks A-D, Vanbrugh College A and B blocks and Wentworth E block.

Study bedroom internal telephone numbers are in the range 711000 to 719999. To dial an administration extension from a study bedroom you should precede the telephone number with 32. For example to dial Derwent reception free of charge from a study bedroom telephone you should dial 323500. To dial a study bedroom telephone from an administration telephone you need to dial the six digit extension number in the range 711000 to 719999. Internal/emergency calls are free of charge. Study bedroom telephones can not dial the University switchboard (100).

Calls made to 0800/0808 freephone numbers (except for Trust Phonecard and certain other helplines) are usually barred and if dialed via the "Trust Phonecard" platform will be or charged at premium rates. Typically these charges will be 5 pence per minute to 0800 numbers, 10 pence per minute for 0845 and 13 pence for 0870 numbers.

IT Services currently provide high speed network access to all study bedrooms on Campus and several off site buildings. For more information on the Network Access Service (NAS) see http://www.york.ac.uk/it-services/connect/nas/

Frequently Asked Questions (FAQ's)

How do I make an external call from my study bedroom telephone?

There are two types of "Trust Phonecard" cards. A pre-paid £5 card and an account card that requires crediting from a credit/debit card. You will need to obtain a "Trust Phonecard" Phone card. (College receptions hold spare cards/sell pre-paid cards).
Details about the card are available at http://www.trustphonecard.co.uk/

Dial 1414;
You will be asked to enter the 11 digit PIN number that is on the back of the card under the silver seal. (you will need to charge your phone card using a credit or debit card if there is insufficient funds to make a call).
When asked, dial the telephone number you require.
At the end of your call you can immediately make a follow-on call by pressing ## on the handset keypad.

How do I make a call from any other phone?

From telephones not on the University network you need to dial 0800 018 4478 and then follow the voice prompts. You can also make calls from your mobile phone by dialing 0207 984 4810 (remember you will also be charged by your mobile provider for the UK national call).

How do people outside the University contact me?

You will find your external phone number printed on the label on your handset. This number will be in the range 0844 xxx xxxx. It works the same way as a standard telephone number and costs 5p per minute including vat at all times. The external number used to be an 0870 xxx xxxx number and these numbers will still work until 1 February 2008, after which only the 0844 xxx xxxx numbers will work. To dial the number from abroad the caller should dial +44844 xxx xxxx (note that the last 4 digits do not normally match the last 4 digits of the internal number!).

What do I do if I have a problem with my phone?

Goodricke College only. First check that the data cable is plugged into the "LAN" socket on the phone and the handset (curly) lead is plugged into the "handset" socket on the back of the phone. Change the network lead for another one (College Reception has spares). Try the phone in the other network socket on the wall. If you have a problem with the facilities provided by the phone please email telephony@york.ac.uk stating your internal extension number, room number and the problem. If the phone does not work at all, first unplug it from the network socket for one minute. If after plugging it back in and waiting 5 minutes it still does not work you need to unplug it and take it to the Information Centre between 9am and 5pm Monday to Friday. (please ensure you bring the data cable with it). Also see the gxp-1200 user handbook
First you should check the switches (some phones do not have all/any of these switches) underneath/on the side of the phone are set as follows:
- P or T switch set to T;
- ETH/TBR switch set to TBR;
- Ringer OFF/LOW/HIGH set to either LOW or HIGH
Some study bedrooms have more than one socket on the wall, ensure you have plugged the telepone into the correct socket! Likewise some telephones sockets require an adaptor to be used to convert the socket from a data socket to a telephone socket (if you are unsure ask Reception).
If this does not clear the problem then you will need to change the handset/adaptor (not all phones have adaptors) at the College reception, except Goodricke College who should bring the phone and all leads to the Information Centre (work days 8.30am to 6pm).
If after changing the telephone/adaptor the problem persists then report the fault to telephony by emailing telephony@york.ac.uk. Ensure you include your room number, telephone extension, and a brief description of the fault.
Please note that damage to the telephone equipment in your room will be billed to you. Repair/replacement costs are £15 for a telephone (except Goodricke College which are £50), £4 for an adaptor and £35 for a damaged socket.
An engineer will normally repair socket/cabling faults that have been reported within 7 working days.
If the fault has not been repaired within 10 working days please email telephony again.

I have a problem with the Trust Phonecard service, what is the Trust Phonecard Customer Services Number?

The customer service number for the Trust Phonecard service is 9 0808 144 3709 (Dial 1413 on campus) and is available 24 hours a day, 7 days a week (excluding Christmas day). This call is free.

I have lost my Trust Phonecard card/Its been stolen. What can i do?

Please keep a note of your account card number. If your card is lost/stolen, call the Trust Phonecard Customer Services on 1413 immediately (0808 144 3709 if you are off Campus). Quote your account number to stop the original card from being used. Any remaining credit can then be transferred to a new account card.

If you receive a malicious phone call

Remain calm.
Try not to encourage the caller with an emotional response.
Remember it's your phone and you are in control.
Do not enter into a conservation. Simply put the receiver down beside the phone and ignore it for a few minutes before replacing it gently.
If the caller continues to phone you, don't say anything when you pick up the handset - a genuine caller will speak first.
If the caller doesn't say anything, don't try to get them to speak - just replace the handset gently if no one speaks.
Don't ever give out any details about yourself or your family unless you are absolutely sure you know and trust the caller.

If the calls continue, inform security on extension 4444 and keep a record of the date, time and content of each phone call. This may help the authorities trace the caller.

You may wish to consider having your internal phone number changed, or barring incoming calls, contact the University Telephony Section for further advise by emailing Telephony Section or telephone extension 322222.

My parents abroad are having problems ringing the 0844 number?

The 0844 is a fairly new number range for the UK and some countries abroad may not yet have updated their databases to allow their subscibers to call the numbers. If this is the case they should contact their provider and ask them to allow access to these numbers. It may be worth them buying a pre paid calling card (after first checking it allows 0844 numbers).