I have a call plan, why am I still being charged for calls?

If you have a bOnline call plan or inclusive package and are still seeing call charges on your bill, this article explains the most common reasons why.

What does my call plan cover?

bOnline call plans and inclusive packages cover calls to 01, 02, and 03 numbers, and calls to the following UK major mobile networks: Vodafone, O2, EE (T-Mobile and Orange), Virgin, and 3.

Please note: Calls to Lyca, Lebara, or any mobile virtual network operator not based on the UK GSM cellular networks are not included in your plan, even if your plan states it includes UK mobile calls.

Why am I being charged for calls?

There are several reasons why call charges may appear on your bill even with a call plan:

• You exceeded the fair usage policy - call plans are subject to a fair usage limit. If you go over this, additional charges may apply.
• International or premium rate numbers - calls to international or premium rate numbers are not included in your plan and are charged separately.
• Call forwarding or divert charges - if calls are being forwarded or diverted, these may generate additional charges.
• Numbers outside your plan - some number types are not covered by your call plan or inclusive package.

What is the fair usage policy?

Fair usage policies are standard across the UK telecoms industry. They ensure all customers receive a reliable and cost-effective service. The fair usage policy at bOnline applies to outbound calls only. To view the full fair usage policy, click here.

International call charges

For a full breakdown of international call rates, see our international package destinations page or download the VoIP rate card.

Related articles

• How to read the charges on your bill
• How will I be billed?
• How to keep track of your spending