Here at plan.com, we love to provide you with as many free texts and voice minutes as we can possibly fit into our tariffs. We strongly believe that ‘unlimited’ really should mean unlimited when it comes to call and text bundles.

What allows us to offer these ‘unlimited’ bundles is the result of detailed customer analysis.

This means that, as long as everyone plays ‘fair’ with their call and text usage, each individual customer can benefit from flexible and – more importantly – unrestricted tariffs.

However, there are inevitably customers who decide to abuse, or accidentally use, substantially more than their ‘fair share’ of calls and texts.

For this reason, we have to implement a Fair Use Policy in relation to ‘unlimited’ calls and texts. This policy applies where the level of usage, or projected usage, is unreasonable and/or significantly in excess of what we would expect from a typical plan.com customer.

What does this mean for me?

Assuming your call and text usage do not exceed our Fair Use Threshold, there's nothing to worry about.

However, if your usage or projected usage is above the monthly threshold that we set, from time to time, we may have no option but to take action in order to remedy the situation or prevent the problem from escalating further.

What is the plan.com Fair Use Threshold?

The Fair Use Threshold is set per connection and is monitored/updated regularly through analysis of customer usage profiles and trends. We also monitor where the pro-rated usage is projected to exceed the Fair Use Threshold within a particular period or billing cycle. The current limits applicable to all customer accounts are as follows:

The Fair Use Threshold for all mobile tariffs while in the UK and plan.com Europe Zone is 3,000 minutes and 3,000 texts per service.

The Fair Use Threshold for VoIP¹ is 5,000 UK landline minutes and 5,000 UK mobile minutes.

Fair Use Policy while roaming in the plan.com Europe Zone

Roam like at home is intended for people who occasionally travel outside the country where they live or have stable links i.e. they work or study there. It's not meant to be used for permanent roaming. As long as you spend more time at home than abroad, or you use your mobile phone more at home than abroad, you can roam freely at domestic prices when travelling anywhere in the EU. This is considered a "fair use of roaming services".

We reserve the right to check usage patterns of plan.com customers to determine if users might be abusively using roam like at home (regulated roaming services at domestic price).

If a customer spends more than two months abroad out of four months, and if the customer has consumed more abroad than at home over this time, we may send an alert to that customer. Once the alert is received, the customer will have two weeks to clarify the situation. If the user continues to remain abroad, we reserve the right to apply surcharges (equivalent to wholesale roaming caps, agreed on 31 January 2017).

What happens if I breach the Fair Use Threshold?

If, at the absolute discretion of plan.com, it is our opinion that your call and/or text usage materially exceeds the Fair Usage Threshold as described above, we may contact you by email, text, or telephone to advise you accordingly, but we reserve the right to bar your service.

When we contact you, we will provide you with the opportunity to rectify the situation by ceasing, or substantially reducing, your call and/or text usage.

If excessive usage continues, or if for any reason we reasonably suspect that you are not acting in accordance with this policy, we reserve the right to take further action.

Such action may include, but is not limited to:

• Transferring you to a tariff that does not include unlimited texts or calls
• At our absolute discretion, suspending, modifying or restricting the use of your services
• Withdrawing access to the service indefinitely
• Termination of contract, which may also include contractual termination fees

¹ Outbound calls must be no more than 70% of total call volume across all extensions