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

bOnline call plans and inclusive packages cover calls to 01, 02, and 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:

• You exceeded the fair usage policy.
• You are calling restricted international or premium numbers.
• Call forwarding or divert charges.
• The numbers you dialled are outside your call plan or inclusive package.

NB: Please refer to our International package destinations page or our VoIP rate card for more details on international call charges.

Fair Use Policy

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

Our fair usage policy ensures that all 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.

NB: 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.

For further assistance please contact our onboarding team at [email protected]