TELEPHONE

Why have you changed the forecasts?

Marinecall caters for all kinds of customers from surfers to commercial sailors and their requirements are very different.  In recent years Marinecall has been collating your comments and suggestions so we can further improve the service.  Technology is rapidly developing and feedback has demonstrated that customers expect highly localised and long range forecasts, updated frequently, and this is what we aim to achieve with the current service.  If you would like to give us your feedback click here.

Why do I need a 4-digit code?

You don't have to use the code.  However, using the code will take you immediately to the forecast removing the instructions and preamble.  This will result in a shorter call and save you money. If you'd rather not use the code, simply listen to the menu of areas and make your selection using your keypad. 

How often are forecasts updated?

Telephone, Fax and Online (web) forecasts update daily at 0700/1200/1800.  SMS forecasts update every 2-hours.  6-hour Marinecall on 0901 47 10309 updates hourly. 

Calling Marinecall from abroad

Marinecall works from land-based telephones within the UK (inc. Channel Islands) and from your mobile within range of a UK network operator signal (usually up to 12 miles offshore).  This is industry-wide and prefixing with an international +44 dialing code will not work. The only way to get our forecasts from abroad is to join the Marinecall Club. Click here for details and rates.

What's in a Marinecall telephone forecast?

Marinecall forecasts are constructed using only the latest Met Office information.  Each contains the relevant UK inshore or offshore hand-written 48-hour inshore waters forecast followed by a Met Office 5 day local forecast taken from the quality-controlled Atmospheric Weather Model, relating to the LAT/LONG for the site you select.  A Met Office national UK forecast for days 6-10 follows along with an outlook for the month ahead. 

Fax services are identical but also have a synoptic pressure chart and feature the brand new 24-hour offshore maps that use graphic presentation of expected coastal and offshore conditions including wind speed/direction, sea state, temperatures and weather. The locations were carefully chosen to satisfy most offshore planning needs, e.g. English Channel from Dover to Scillies and Calais to Ushant including Channel Islands. 

Understanding the Marinecall forecast area coverage

48-hour forecasts cover a large expanse of sea, i.e. up to 12-miles offshore along which conditions may be subject to local influences including land effects, winds and tides.  5-day local sea area forecasts relate to the LAT/LONG for the site selected, i.e. Portsmouth, Calais, Dover, etc.  The forecasts can be subject to some variance.  Marinecall recommends that you gain an understanding of the underlying patterns that can affect the weather in your part of the coast to ensure your safety afloat.

I’m only calling for the weather on a particular day - I do not want to hear anything else

You can move forward through the various sections of the 10-day forecast to the day or part(s) of the forecast that you require.  You can do this by pressing 3 on your telephone keypad.

FAX

What does ‘polling’ mean?

This is the technical term used for requesting information using fax-on-demand. This means you dial Marinecall and receive your fax in one single action.

I have dialled the fax number but nothing appears to be happening

Make sure your machine is set to polling mode. Some makes and models have a button (on the side/underneath) which should be switched on to use fax-on-demand successfully. If you are unsure consult your user-guide for more information.

I have an unobtainable tone when dialing the fax number

Check with your network operator (i.e. BT, Cable & Wireless, etc) that your home/ office is not barred from using ‘value-call’ or ‘premium’ services. Each network operator has its own policy on this but any automatic barring can be lifted by making a call to your provider.

I have pressed the start button but no fax has arrived

There may be a slight delay between dialling the number and your fax arriving. This is due to the information being downloaded to your fax machine prior to printing out.

When I input the 4-digit code on my fax it doesn't work

Not all fax machines will allow you to input the 4-digit code and if this is the case with your fax machine then listen to the menu of forecast areas and select your area using the keypad on your fax machine from the options given.

How long should I wait to receive the fax?

This depends on the age, make and model of your fax machine. Marinecall fax is output to you at the fastest speed at which a polled fax can be transmitted to your fax machine. How fast it is received by you depends on the speed at which your machine can receive and print.

What is the average speed?

If you have a modern machine it should take approximately 1 minute (or less) for each page to be received.

Your fax has stopped printing or receiving half way through the forecast

This should not happen and could indicate a problem with your fax machine. Check that it is not out of paper and that your telephone line and power is still connected.  If you are still unsure of the problem you can contact Customer Services on 0871 200 3985 (Mon-Fri 9am-5pm) with details of the number you have called and what you have received. Our operator will be happy to try and assist you.

MOBILE

I can’t seem to use my mobile to get a forecast – even from home

Some mobile network operators may automatically bar customers from using ‘value-call’ or ‘premium’ services. Each network operator has its own policy on this, but any automatic barring can be lifted by making a call to your operator.

I want to cancel my mobile subscription

Text the command MC CANCEL to 83141 and your subscription will stop immediately. If you would like to pause your subscription i.e. if you are going on holiday, then text MC PAUSE to 83141. When you are ready to start receiving daily forecasts again text MC RESUME to 83141.

I have requested a forecast but nothing has arrived

Ensure the location you have requested is covered by Marinecall SMS and spelt correctly. If you mispell a location Marinecall will not recognise your request. In the unlikely event of technical problems with the hourly data used to power Marinecall SMS, i.e. if it is more than 3-hours old, you might not receive a forecast. If this is the case, you will not be charged for your request. You should also check with your network operator, as on ocassion network operator problems can account for the delay or lack of delivery.

What is in the SMS forecasts?

The forecast contains data for the current hour and for 5-hours time. This will include temperature, wind speed and direction and percentage change of rainfall. SMS forecasts are limited to 160 characters, but this is enough to give you a summary of conditions for the area. If you would like more detail in your forecast then use the telephone, fax or online service as an alternative.

If I subscribe how quickly will my first forecast arrive?

Your first forecast will arrive before 9am the following morning when your subsription is activated.  You should receive a confirmation message that you have registered for the service ahead of this time.

Why have you stopped the MMS and WAP services?

In June 2007 Marinecall withdrew its MMS and WAP services as we found that some customers had difficulty using the service. The way the content appeared also varied dramatically from handset-to-handset and in some instances it did not appear in the way it was designed.  Therefore and in order to offer a better quality of service they have been withdrawn.  SMS, telephone, fax and web services are all unaffected and remain fully operational.

ONLINE (WEB)

How do the subscriptions work?

Subscribe for periods of 24-hours (£3.25), 1-week (£11.99), 1-month (£39.99), 3-months (£94.99), 6-months (£159.99) and 12-months (£289.99).  A subscription gives you UNLIMITED access to all Marinecall forecasts during the period subscribed.  You can view, print and save the forecasts as many times as you like and for as many areas as you like.   This is the cheapest way to use Marinecall.

How do I use my discount code?

From time to time Marinecall offers special savings on the price of its online subscriptions.  If you are in receipt of a valid offer code, simply go through the normal steps you would to buy a subscription, but when you reach the check-out, type the offer code in the box provided.  This will automatically calculate your discount. You then pay the balance in the usual way.  Offer codes are valid to one use per person and must be used by the time stipulated in the promotion.   

What is "My Favourites" section?

To avoid scrolling through the list of all Marinecall areas every time you login, save your preferred areas to the My Favourites section.  Simply visit the All Forecasts section, find the area(s) you want and click the My Favourites button. This saves the forecast area into your unique folder and each time you revisit during your subscription, visit My Favourites folder, and the latest Marinecall forecast will be there waiting for you.

Lost or forgotten your password?

Contact Customer Services 0871 200 3985 (Mon-Fri 9am-5pm) or email marinecall@itouch.co.uk and give us details of the email address you used to register.  Marinecall will arrange for you to receive another password by email.  You can change your password or edit your personal details at any time by visiting the MY ACCOUNT section of the online shop.

Difficulty logging in or making a purchase

Some AOL customers have experienced problems using the Online service and this is isolated to this particular service provider only.  If you use AOL try using the online shop via your internet browser rather than AOL.  If you continue to experience problems contact Customer Services where forecasts and subscriptions can be taken over the telephone.  Marinecall accepts all major credit and debit cards and make sure you are entering all your details correctly paying particular attention when required to input / symbol, i.e. in the expiry date which must be featured as month/year  e.g. 06/06.

Can I view a forecast before making a purchase?

Yes,  click here to view a sample of the forecast you can purchase through the online shop.

GENERAL

The forecast I have received is different to that advertised

All update times and forecast information is correct at the time of going to print. However, Marinecall and the Met Office reserve the right to change services as and when necessary and any such changes will be published on www.marinecall.co.uk

Why should I pay Marinecall for weather?

Our forecasts are from the Met Office, world leaders in the supply of meteorology.  Marinecall forecasts are quality controlled by highly-experienced Met Office meteorologists and the combination of forecast scripts and computer forecast data for specific sites is not readily available elsewhere.  You are benefiting from Marinecall's experience of disseminating the Met Office data and making this available to you via the most convenient of methods, i.e. telephone, fax, online and SMS.

But surely I am paying for this already through my taxes?

The Met Office is publicly funded with a strong commitment to public service. The Met Office is the UK's national meteorological service and is subsequently obliged to provide weather information free at the point of use to ensure public safety and provide information for those planning activities around the weather.  This is fulfilled through its Public Weather Service. 

What constitutes "free at the point of use services" is defined by an independent group, the Public Weather Service Customer Group.  The purpose of this group is to define all types of meteorological servcies required by the public within a finite budget alllocated to them by the government.  Each year this group reviews current services and defines future requirements to be delivered by the Met Office.   The Public Weather Service includes weather forecasts to the public, those on their website, National Severe Weather Warning Service (NSWWS), Environment Monitoring and Response Centre (EMARC) and Storm Tide Forecasting Service (STFS). Full details of these services can be found on Met Office website. 

Regarding Maritime forecasts, it is the Maritime & Coastguard Agency (MCA) in the UK which is responsible for the provision of Maritime Safety Information (MSI) to ships at sea, which includes the broadcast of warnings and forecasts.  The Met Office initiates warnings and prepares routine forecasts for dissemination on behalf of the MCA.  These are available for free on the Met Office website and you can view the MCA inshore and MCA offshore forecasts on Marinecall website.

For other services that do not fall within the Met Office public weather service remit they are required to generate revenue to support the future development of the business and to provide a return. This is the funding model as decided by the government as being the most appropriate. 

Marinecall is a completely separate company to the Met Office and the services that are provided form part of the funding model described above.  Marinecall services are over and above what is avaiable to the public for free and therefore not in any way replacing or conflicting with the Met Office Publc Weather Service.  For more information visit Met Office website.

Why is Marinecall Customer Services closed at the weekend?

Customer Services is open during office hours Monday to Friday 9am-5pm, excluding bank holidays.  As all our forecasts are automated we actually receive very few calls directly to Customer Services on a normal operating day, therefore there is very little requirement for us to offer out-of-hours service.  If you have an enquiry during this period you can leave a message and one of our agents will contact you on Monday morning.  Alternatively, you may contact the Met Office Customer Centre on 0870 9000 100 which is open 24/7, where their highly skilled agents will be able to assist with your Marinecall enquiry.

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