FAQ (Frequently Asked Questions)

Telephone

Why have you changed the forecasts?

Marinecall caters for all kinds of customers from surfers to commercial sailors and their requirements vary dramatically.  Over the past 2 years Marinecall has been collating the comments and suggestions received so that we can further improve our service.  Technology is rapidly developing and the feedback has demonstrated that customers expect highly localised long range forecasts updated frequently, otherwise why pay for Marinecall when you can find free forecasts on the web? So in order that we can retain our existing customers and hopefully attract some new ones our service had to change.  We appreciate that some customers preferred old Marinecall but due to a number of reasons it is not possible to reinstate the former service.  However,  there will be further upgrades made over the coming weeks in line with popular requests made so far.  If you would like to give us your feedback click here.

Why do I need a 4-digit code?

You don't need the 4-digit code to make the service work, you can listen to the menu of options when calling the service.  Using the 4-digit code will take you straight to the area you require, removing all the preamble and instructions. This will save you money!  The only reason these codes have been added is to save our loyal customers money.

When are the new forecasts updated?

This varies on the service you are using.  The main Marinecall telephone service is updated four times a day will fax and web to shortly follow suit.  However, the 6-hourly Marinecall service (0901 47 10309) is updated every hour.  SMS forecasts are updated every other hour.

I'm unsure what to expect from a forecast.

The forecasts now contain a Met Office 48-hour inshore sea area summary, followed by a Met Office 2-5 day deterministic forecast taken from the Met Office atmoshperic weather model for the local sea area.  This is followed by a Met Office national forecast for days 6-10, and an oulook for the month ahead.  Fax services are accompanied by a synoptic chart.  These Marinecall forecasts are quality controlled by Met Office forecasters to ensure the latest in local accuracy.

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

Unlike any other weather service, you can skip forward through Marinecall to the day or part of the forecast you actually require. Just key 3 on your keypad to skip through the individual weather reports.

Fax

What does ‘polling’ mean?

This is a 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.

Wait a few seconds longer. Make sure your machine is set to polling mode. Some makes and models house 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 are 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 your dialling the number and your fax arriving. This is due to the information being downloaded to your fax machine prior to printing out.

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.

Unfortunately, fax is no longer the most modern of technologies and can on occasion experience communication errors when set to polling mode (i.e. using a fax-on-demand service).  In the event that this happens, please contact Customer Services 0871 200 3985 (Mon-Fri) with details of the number you have called and what you have received. Our operator will be happy to 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 the system 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 will contain data for the current hour and for 5-hours time. This will include temperature, wind speed and direction and percentage change of rainfall. WAP and MMS forecasts contain summaries for each hour, plus the latest inshore waters and shipping forecast for the relevant area.

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.

General

  

The telephone services do not work when I’m overseas.

Marinecall will only work from land-based telephones within the UK (inc. Channel Islands) and from your mobile when within range of a UK network operator signal, say within 10 or 12 miles of the coast. This is industry-wide, even if you prefix the number with an international +44 dialing code. Joining the Marinecall Club will give you access to forecasts from overseas. Contact Customer Services for details.

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

I get my weather from elsewhere – it’s cheaper.

Our forecasts are quality controlled by highly-experienced Met Office meteorologists and the combination of data is not readily available elsewhere.  Remember you can skip through our service and use the 4-digit codes, both will save you money.  SMS forecasts cost as little as 25p – cheaper than a first class stamp!

Why is Marinecall Customer Services closed at the weekend?

Unfortunately we do not offer an out-of-hours facility.  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 or weekend cover.  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.

Data Protection