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If you have a billing question that is not covered on this page, please contact our customer support team via the Help Assistant.
- Call costs
- Call times and charging bands
- Call Credit, Remaining Minutes and Top Ups
- Inclusive Minutes
- Contracts and Cancellation
- Broadband Usage
Call costs
Check our Broadband Phone price tariff for detailed information on call charges.
Call times and charging bands
All Calls are charged for a minimum of 1 minute. Calls longer than a minute are rounded up to the nearest 30 seconds.
All Calls are subject to a maximum time of 120 minutes after which they will be cut off.
Days are broken down into three specific bands; charges can vary depending on when a call is made.
| Period | Timeframe |
|---|---|
| Daytime | Mon - Fri - 08:00 to 17:59 |
| Evening | Mon - Fri - 18.00 to 07:59 |
| Weekends | Sat - Sun - 0:00 to 23:59 |
Broadband Phone call charges are calculated from midnight on your billing date until 23:59:59 on the day before your next billing date.
Calls may begin in one charging band and run into another charging band. If this happens each portion of the call is charged at the applicable rate.
An itemised call list is available on the Broadband Phone Control Panel.
Call Credit, Remaining Minutes and Top Ups
You can check your call balance (for both paid and inclusive minutes) via the Credit and Minutes section of the Broadband Phone Control Panel.
Top Up your call credit via the Help Assistant (Technical Support > Phone Calls > Broadband Phone > Broadband Phone Billing and Accounts > Top up your credit here).
Call credit top ups are available in the following amounts:
£5, £10, £15 or £20.
Inclusive Minutes
Our Broadband Phone products (apart from PAYG) offer a number of included minutes. All other calls require call credit
| Broadband Phone Product | Inclusive Minutes |
|---|---|
| PAYG | None |
| Evenings & Weekends | All evening and weekend calls made to UK landline numbers beginning with 01, 02 and 03. |
| Anytime | All calls made to UK landline numbers beginning with 01, 02 and 03. |
| Business | 3000 anytime minutes per month to UK landline numbers beginning with 01, 02 and 03. |
| Business Extra | 5000 anytime minutes per month to UK landline numbers beginning with 01, 02 and 03. |
| 120 Anytime (free with Option 2) | 120 minutes to UK landline numbers beginning with 01, 02 and 03. |
| 240 Anytime (free with Option 3, Pro and Business Teleworker) | 240 minutes to UK landline numbers beginning with 01, 02 and 03. |
| 360 Anytime (free with Small Business) | 360 minutes to UK landline numbers beginning with 01, 02 and 03. |
| 480 Anytime (free with Business Premier) | 480 minutes to UK landline numbers beginning with 01, 02 and 03. |
Contracts and Cancellation
Our Residential Broadband Phone subscription products e.g. Broadband Phone Evenings & Weekends and Broadband Phone Anytime are based on a monthly contract with a 10 day notice period.
Inclusive products such as Broadband Phone PAYG, 120, 240, 360 and 480 are subject to the same terms as your Broadband subscription.
Business subscription products are based on an annual contract with monthly, quarterly and annual payment options.
If you wish to cancel your Broadband Phone product, please raise a request via the Help Assistant.
Broadband Usage
Broadband Phone calls count as data transfer and are included in your monthly usage total.
A typical Broadband Phone call lasting 1 hour would use, on average, 70 to 80 MB (0.07-0.08GB) of data transfer.
This page last updated 14th May 2010
