I have a call plan. Why am I still being charged for calls?

bOnline call plans and inclusive packages cover calls to 01,02,03 and UK major mobile networks.

If you are being charged for calls made and you have a call plan (or inclusive package) this could be because:

  • Exceeded the Fair Usage Policy.
  • Numbers dialled are outside your call plan or inclusive package.
  • International or Premium numbers.
  • Call Forwarding or Divert charges.
Fair Use Policy

Fair usage policies (FUP) are industry standard in the UK.

Our fair usage policy is designed to ensure that all of our customers receive a cost-effective and reliable service and is among the best as it applies ONLY to outbound calls.

To review your fair usage policy click here.

Calls outside of your plan

bOnline calls plan and inclusive packages cover calls to 01,02,03 and UK major mobile networks.

If your rate includes minutes to UK mobiles, this refers to calls to Vodafone, O2, EE (T-Mobile and Orange), Virgin and 3 only. Please note this does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular networks.

Phone system rate card.

Landline rate card.

If this looks like an error please contact us on 0203 617 9950 or at customerservice@bonline.com where we can further explain and rectify the error.


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